FAQ

There are plenty of jewellers on the high street, but we aim to stand out from the crowd by giving you a memorable and unique experience in every one of our showrooms. Your opinion is really important and will help us to constantly improve our level of service.

Submitting your feedback is easy. Just complete our short online questionnaire and tell us about your experience at Whitefleur. It'll only take five minutes of your time, and to say thank you, you'll be entered into our monthly draw to win a £500 Whitefleur Gift Card.

Alternatively, you can send feedback about your online or showroom experience by email to our customer relations team.  

How long do deliveries take? When will I receive my order?

Standard Delivery:

Our standard delivery service is free regardless of how much you spend and you will receive your order within 1-3 working days on our before 1pm service.*

Express Delivery:

If you can't wait to receive your order, why not use our express delivery service.

Express delivery is our fastest delivery service, and available on all items that are in stock and ordered before 4:30pm Monday - Friday. You are shown during the checkout whether this option is available for your order. We'll send your order as a priority so you receive it the next day before 1pm.*

* Jewellery orders of £100 or less and deliveries to South West England, Scotland Highlands and Northern Ireland may extend to 6pm and deliveries to the Channel Islands will be delivered within 24-72 hours. Orders with a weekend dispatch to Northern Ireland will be delivered in 2 working days. Gift Card orders placed after 4:30pm will be delivered within 2 working days. Delivery times stated are subject to order approval.

What's your returns policy?

If you would like to exchange or return an item purchased from our website, please download and complete our Exchange and Returns Form enclosing it with your order in its original condition, along with the original despatch note and packaging.

Refunds can be requested within 14 days of the date of despatch, and exchanges within 30 days from the date of despatch.

1. The easiest way to exchange or return an article purchased online is through our showrooms (excluding airports).

Please note, orders paid using PayPal or Interest Free Credit cannot be processed in a showroom. Our showrooms will arrange for your items to be securely sent free of charge to Head Office for processing.

2. Alternatively please visit your local Post Office to post your order back to us. We recommend insuring your parcel to protect your goods in transit.

Please note, orders purchased using our Click & Collect service can only be returned to a showroom. They cannot be processed by post.

Please send to: 

GSW
2 Elland Road
Braunstone
Leicester
LE3 1TT 

Unfortunately we cannot accept returns of earrings or cleaning products if the tamper proof packaging has been opened. This is for hygiene reasons and doesn't affect your statutory rights.

We cannot accept items that have been engraved, personalised or altered. 

Can I cancel or change my order?

Of course you may; we do ask that you please call us as early as possible to discuss an order change or cancellation. Our customer experience team can be contacted on freephone 0800 849 5051 during the following times:

  • Monday-Friday: 8:30am - 6pm
  • Saturday: 10am - 4pm
  • Sunday: 11am - 4pm
  • Bank holidays: 9:00am - 5pm

Bank holiday information

Most showrooms are open on bank holidays. To confirm bank holiday opening hours, please call our customer experience team or get in touch with your local showroom directly.

Our customer experience team can be contacted on  freephone 0800 849 5051 during the following times:

  • Monday-Friday: 8:30am - 6pm
  • Saturday: 10am - 4pm
  • Sunday: 11am - 4pm
  • Bank holidays: 9:00am - 5pm

How can I contact Whitefleur?

There are a number of different ways to contact us.

For order related and general enquiries:

Our customer experience team can be contacted on freephone 0800 849 5051 during the following times:

  • Monday-Friday: 8:30am - 6pm
  • Saturday: 10am - 4pm
  • Sunday: 11am - 4pm
  • Bank holidays: 9:00am - 5pm

Alternatively you can email us.

Our Head Office address is:
Aurum House,
2 Elland Road,
Braunstone,
Leicester,
LE3 1TT

Feedback

There are plenty of jewellers on the high street, but we aim to stand out from the crowd by giving you a memorable and unique experience in every one of our showrooms. Your opinion is really important and will help us to constantly improve our level of service.

Submitting your feedback is easy. Just complete our short online questionnaire and tell us about your experience at Whitefleur. It'll only take five minutes of your time, and to say thank you, you'll be entered into our monthly draw to win a £500 Whitefleur Gift Card.

Alternatively, you can send your feedback by email to our customer relations team.