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Refunds, Cancellations and Returns Policy


Refunds, Cancellations and Returns

If you request to cancel your order within 12 hours of placing it - we will gladly issue a full refund. Be sure to reach out to customer care if you have further questions or concerns.

Please note: Custom made earring orders are made especially for you and  in the interest of hygiene are non-refundable and non exchangeable. Custom made necklaces are also made especially for you and non-refundable.

If the custom name is not what you entered on our order form, we will happily reorder it for your with your desired custom name details at no extra cost to you.

Refunds or exchanges are not an option unless the item is defect.  In rare cases like these we will be happy to exchange or reorder the item for something of equal value if applicable. As long as you have the original order number or or confirmation email we guarantee the construction of our jewelry and have not altered it in anyway.  Normal everyday use is covered under our guarantee.

For the possibility of exchange we must be contacted within 5 days of receipt, no exceptions. For non custom items, Once we receive the exchange item in the mail, we will immediately contact you and issue you an Online Store Coupon Code to redeem in our online store.

All exchanges are final (i.e. we do not exchange an exchange).

Non Custom Made Items Refunds

  • Please return item within 5 days of receiving it if you are not happy with it (see faulty item returns process below)
  • Refund cannot be processed before the item is received back by us
  • Pierced earrings are non refundable due to hygiene reasons

Received a Faulty Item?

We are so sorry to hear you have received a faulty item. Please contact us with:

  • Your Order Number
  • Item Name
  • Photos that show:
    1. Product fault as clearly as possible
    2. Full-length photo of the item
    3. The logo and label

There is no need to send your faulty item back to us; it could delay the resolution time. 

If your item was damaged on delivery, please contact us within 5 days with photographic evidence so that we can organize a speedy solution.

How do I return my Item? Non custom Items Only
You have up to 5 working days to initiate your return from the moment your order is delivered. Check out the information below to ensure you know just how to return your items, it’s easy. 

✈️ Follow these simple steps to register your return

    • Go to your email and email us louise@whitecrateshop.com
    • Enter your order number (e.g. #1234) and shipping postal (zip) code OR email address.
    • Please enter everything exactly as it appears on your order confirmation.
    • Select which item(s) you are returning and why.
    • We'll email you a returns label to print out and return to us for free.

Non Custom Made Items Exchanges

In order to make the returns process as efficient as possible, we only offer refunds or exchanges on non customized orders. 

Returns Policy

  • Products must be returned within 7 days of receiving your order 
  • Earrings for pierced ears are non refundable due to hygiene reasons
  • All customized/personalized name jewelry is final sale
  • We only offer refunds
  • Exchanges are not part of our returns policy
  • For purchases made by part-card, part-gift card, the refund will be applied to the gift card first
  • Orders placed separately cannot be returned as one
  • Combining orders will slow down the refund process

Received a Faulty Item?

We are so sorry to hear you have received a faulty item. Please email us the following info with 5 days of receipt of order to louise@whitecrateshop.com

  • Your Order Number
  • Item Name
  • Photos that show:
    1. Product fault as clearly as possible
    2. Full-length photo of the item
    3. The logo and label

There is no need to send your faulty item back to us; it could delay the resolution time.

If your item was damaged on delivery, please get in touch with us within 7 days with photographic evidence so that we can get it sorted for you.

How do I return my Item?
You have up to 7 days to initiate your return from the moment your order is delivered. Check out the information below to ensure you know just how to return your items, it’s easy – we promise!

✈️ Follow these simple steps to register your return

Go to your email and email us louise@whitecrateshop.com

    • Enter your order number (e.g. #UK12345) and shipping postal (zip) code OR email address.
    • Please enter everything exactly as it appears on your order confirmation.
    • Select which item(s) you are returning and why.
    • Confirm your original delivery information (amend if needed).
    • Select the method you’ll be returning your order by
    • You may be prompted to download a returns label - simply attach to your parcel and take to your nearest drop-off point.