FREQUENTLY ASKED QUESTIONS
Where are you based?
We are based in Melbourne, Australia.
What is bespoke?
Whilst all of White November's Ceremonial collection are custom made, our bespoke pieces are often used to signify a beautiful moment in time specific to the wearer. Clients are able to customise their precious jewellery by selecting their own special combination of stones, metal colour and karat and other special meaningful modifications like a hidden birthstone for example. Please book an consultation by emailing Bianca@whitenovember.com.au to book an appointment with one of our consultants.
Do you remodel old jewellery?
Yes, we love remodelling your old jewels. You have the option of selling your precious metals or recycling the metal for your new piece. Remodels start from $1000. Please email Bianca@whitenovember.com.au if you would like to discuss a remodel.
Do you use heirloom diamonds and stones?
Yes, we love working with heirloom stones and stones of significance. If you have a specific type of stone or gem that you were hoping to use in a bespoke piece, please email Bianca@whitenovember.com.au and we can look into sourcing this from one of our ethical suppliers.
How do I find out my ring size?
You can purchase our ring sizer here for $5.00, to be posted out to your address to size your finger. If you have time, you could visit a jeweller and ask to be sized in Australian letter sizing as well as a diameter measurement of the ring sizer used. If you have a ring that fits you well you can download an app such as Ring Sizer Pro to measure that rings size. We offer free resizes for all engagement rings within 60 days of purchase.
What if I order the wrong size?
Depending on the design, most of our rings are able to be resized 3 sizes up to 3 sizes down. If the ring to be resized is beyond these parameters, we will be able to provide alternative options to you. If the ring you have ordered is the incorrect size, please contact Bianca@whitenovember.com.au to arrange a ring sizer to be sent or a visit to out studio to be sized. Resizing usually takes 1-2 weeks. We offer free resizes for all engagement rings within 60 days of purchase.
How would I send my piece back to White November?
Please contact us to let us know what and when you will be sending back your item. You will be responsible for returning the item safely to us. We recommend you send the package via registered post or courier. White November cannot take any responsibility for packages in transit to our studio. Once your package has arrived, we will notify you and take you through the next steps.
How long will it take to get my piece?
Our production time is 4 weeks.
I need my ring by a certain date, can you help?
Yes, however your request will need to be discussed with out production team. Please call +61 0413 444 043 to speak to someone in regards to what you require. As all of our pieces are made to order and usual lead time is 4-6 weeks, however for urgent matters we should be able to accomodate you.
Do you ship internationally and interstate?
We ship Australia wide and worldwide. All shipping options require a signature upon delivery and are fully insured.
Platinum Express Post | Free | 1 - 3 business days
Standard International Shipping with Signature | Flat-Rate $45AUD | 5 - 12 business days
Are your pieces sustainably made?
At White November we use recycled gold and silver where possible and have a strong focus on sourcing the most exquisite ethically mined stones.
Are your diamonds sustainably sourced?
Yes, all diamonds sold are GIA certified and are conflict free and ethically sourced, complying with the Kimberly Process.
Can I design my own ring?
Yes, if you are unable to find your perfect ring in our collections, we can design and make something especially for you. Please send an email with ideas of what you are after to Bianca@whitenovember.com.au
Do you offer payment plans?
We currently offer Afterpay on our online for purchases under $2000, we offer a partial payment for purchases over $5000 please contact Bianca@whitenovember.com.au for more details.
Can I return my bespoke/custom order?
Bespoke/custom pieces are unique and made specifically for each client and unfortunately are unable to be returned. All deposits are non-refundable. For all bespoke/custom orders, a 50% deposit is required. Production will not begin until the deposit has been received. The remaining balance will be invoiced upon completion of the piece. Bespoke/Custom orders will be made available for collection or shipping upon receipt of the final balance.
Are your pieces under a warranty?
White November covers the cost of repairs under normal wear for the first year after purchase. If a ring has signs of extremely hard wear, or is damaged in a way resulting from gym or other improper use we will repair the piece at cost. A quote can be given prior to the repair. After 1 year, we will repair pieces at cost. Bespoke pieces are under a lifetime warranty for any product or manufacturing fault. Any necessary repair of bespoke pieces which is not considered to be the result of a product fault will be assessed on a case by case basis including chips in gemstones.
We recommend annual servicing of our bespoke rings, this service includes a clean, polish and assessment We strongly recommend returning to White November for repairs and resizes, we do not take any responsibility for repairs or resizes undertaken by other jewellers. If other jeweller undertakes work on one of our rings, including resizing or repairs, this warranty will be voided. Resizing is at a cost and is $100.
Do you recommend getting my jewellery insured?
We do recommend getting your jewellery insured. We don't offer this in house however highly recommend Q Report. With Q Report, if your jewellery is lost, stolen or damaged, you can be covered for up to 125% of the agreed value, return to your original jeweller for replacement, and enjoy the dedicated support of the team every step of the way.
Jewellery insurance policies provide specific benefits that take into account how you use your jewellery, and how it should be treated if it’s lost, stolen or damaged. For example, unlike some home and contents insurance policies that don’t cover your valuables outside of the home, jewellery insurance will provide cover for everyday wear.
Q Report insurance policies cover your jewellery even while you travel overseas, meaning you don’t need to add expensive extra cover to your travel insurance. If you would like a more detailed comparison of home and contents insurance, travel insurance and jewellery insurance please let us know. See link below for quote.
Will I have to pay any duties and taxes on top of my order?
You will be liable for all import duties, customs and taxes. These will be due at the point of, or after delivery. Please be aware that White November does not have any control for any duties, customs and taxes levied by the country your order is being shipped to. We cannot advise you what the cost will be as these charges can vary according to country. Since these fees are not computed nor applied to orders by White November, please contact your local customs office to find out more information if you are unsure of the charges.
How can i track my order?
When your order is shipped, we send you an email containing a tracking number. If you did not receive this email, please email Info@whitenovember.com.au