Refund policy
At Whitmore & Calder, we want you to feel completely confident in every purchase you make with us. If for any reason you are not fully satisfied, please review our return and refund policy below.
1. Right of Withdrawal
You have the right to withdraw from your purchase within 14 days of receiving your order, without providing a reason, in accordance with EU consumer protection laws.
The withdrawal period expires 14 days after the day on which you, or a third party designated by you, receive the goods.
2. Conditions for Returns
To be eligible for a return and refund, the following conditions must be met:
- The item must be unworn and undamaged
- The item must be in its original condition
- Original packaging, labels, and protective materials must be intact
Jewellery Notice
For hygiene and quality reasons, items that have been worn or show signs of use cannot be returned, unless the piece is defective or incorrect.
3. Non-Returnable Items
The following items are not eligible for return:
- Worn or damaged pieces
- Items returned outside the 14-day return window
- Items damaged due to improper use or care
4. How to Request a Return
To initiate a return, please contact us at:
📧 support@whitmore-calder.com
Please include the following:
- Your order number
- Reason for return (optional)
- Photos (required only if the item is defective or incorrect)
Once your return request is approved, we will provide full instructions on how and where to send your item.
5. Return Shipping Costs
Return shipping costs are the responsibility of the customer, unless the item is defective or incorrect. Original shipping costs are non-refundable.
We strongly recommend using a trackable shipping method, as Whitmore & Calder cannot be held responsible for lost return shipments.
6. Refunds
Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.
If approved:
- Your refund will be processed within 5–10 business days
- The refund will be issued to your original payment method
Please note that processing times may vary depending on your payment provider.
7. Defective or Incorrect Items
If you receive a defective or incorrect item, please contact us within 48 hours of delivery with photos of the issue.
In such cases, Whitmore & Calder will cover all return shipping costs and provide either a replacement or a full refund — whichever you prefer.
8. Exchanges
We do not currently offer direct exchanges. If you would like a different size or piece, please return your item if eligible and place a new order. We are always happy to help you find the right fit — just get in touch and we will assist you personally.
9. Contact Us
For any questions regarding returns or refunds, please don't hesitate to reach out. There are no call centres here — just us.