Frequently Asked Questions

1. How will my order be shipped?

All UK orders are sent via Royal Mail Tracked First Class to ensure your jewellery arrives quickly and securely. International orders are shipped with FedEx for a fast and reliable service. Once your order has been dispatched, you will receive a confirmation email with your tracking number so you can follow your parcel every step of the way.

2. How long will it take to receive my order?

As our pieces are handcrafted, please allow up to 5–7 working days for your order to be dispatched. We will keep you updated throughout the process. Delays caused by customs, courier services, or circumstances beyond our control may occasionally occur — while we cannot be held responsible for external delays, we will always do our best to assist you.

3. Is delivery free?

Complimentary delivery is available on all orders over £50.00.

4. Where is my order?

Once your order has been shipped, you will receive a dispatch confirmation email with tracking details. If your order is delayed, we will contact you via the email provided at checkout. Please ensure your delivery information is accurate when placing your order. If you experience any courier-related issues, please contact us and we will do our best to assist.

5. Can I cancel my order?

If you need to cancel your order, please act as soon as possible as we begin processing orders promptly. You can complete our cancellation request form using this link: Submit a Cancellation Request.

6. Can I return my order?

We hope you are delighted with your purchase. Should you wish to return an item, you may do so in its original condition within 14 days of receipt for a full refund. Please note that custom orders are non-refundable. We recommend contacting us promptly upon receiving your piece if you have any concerns.

7. What payment methods do you accept?

We accept all major credit and debit cards, including Mastercard, as well as Google Pay and Apple Pay.

8. Do you offer bespoke services?

Yes — if you are looking for a specific design, pearl type, or colour not featured on our website, we would love to create a custom piece tailored just for you. Please get in touch to discuss your requirements. Please note that prices for bespoke orders may vary.

Get in touch

Email: contactus@whitestonejewellery.co.uk
Phone: 0207 856 0271