If you change your mind, you have 7 days from delivery to send a piece back, and that applies whether it came from our stock or was made to order for you in gold or platinum. The exceptions are pieces made uniquely for one person, and earrings. Here is exactly where you stand, including the parts where the answer is no.
Separately from any of it, if a piece is faulty you have rights under Australian Consumer Law that we cannot limit and would not want to. Those are set out further down, and nothing on this page affects them.
The short version
| What you bought | Changed your mind | Wrong size | Faulty |
|---|---|---|---|
| Any piece from one of our designs — silver, gold or platinum, in stock or made to order | Return within 7 days | Free resize within 60 days | Covered by law |
| Bespoke, remodels and custom sizes | No | Ask us first | Covered by law |
| Earrings | No, for hygiene reasons | — | Covered by law |
If you are not certain which category your piece falls into, ask us before you order rather than after. Email info@whitenovember.com.au and we will tell you plainly.
Changed your mind
Any piece made from one of our existing designs can be returned within 7 days of delivery. That includes our gold and platinum pieces, even though they are made to order rather than held in stock, and it applies to rings, necklaces, bracelets and pendants alike.
The piece needs to be unworn, in its original condition and in its original packaging, and we ask that you email us before sending anything back so we know to expect it.
Once it reaches us we will inspect it, let you know either way, and refund you to your original payment method.
Earrings are the exception, and we cannot accept them back for change of mind for hygiene reasons. That is standard across the industry and it is not something we can be flexible about.
Wrong size? Resize rather than return
If a ring does not fit, that rarely needs to become a return at all.
Resizing is free within 60 days of purchase. After that we charge $110. Most designs can move up to three sizes in either direction, and where a design cannot, we will tell you what your options are rather than leave you with something that does not fit. Resizing usually takes one to two weeks.
If you are ordering as a gift and do not know their size, choose "Not sure" at checkout and a consultant will contact you. You can also order a ring sizer for $10, or read our sizing guide first.
Bespoke, custom and made-to-order pieces
Anything made uniquely for you cannot be returned or exchanged for change of mind. That means bespoke commissions, heirloom remodels, and pieces made to a custom measurement rather than one of our standard sizes.
We are direct about this because it is a genuine constraint rather than a policy preference. A piece designed around one person cannot simply go back on a shelf and be sold to somebody else. A gold ring made to order from an existing design can, which is why that one is returnable and this one is not.
Pieces made to a custom measurement rather than one of our standard sizes are final sale, so please be confident of the size before ordering one. If you are unsure, talk to us first and we will help you get it right.
On bespoke work, a 50% deposit is required before production begins, and deposits are non-refundable. The balance is invoiced when the piece is finished, and it is released for collection or shipping once that balance is paid.
What protects you here is the process rather than a returns window. You approve a design and a quote before anything is made, and you will see a rendered drawing of your piece before we cut metal. If something in the design is not right, that is the moment to say so, and we would much rather you did. Our bespoke process page sets out each stage.
If something is faulty: your rights under Australian Consumer Law
This section overrides everything above. Australian Consumer Law gives you guarantees that no business can take away, whatever its own policy says, and however long ago you bought the piece.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
In practice, that means:
- If there is a major failure, you choose the remedy. You can ask for a refund or a replacement, and it is your choice rather than ours.
- If there is a minor failure, we will repair it free of charge.
- These rights apply to every piece we sell, including sale pieces, bespoke commissions and made-to-order work. Nothing on this page or anywhere else on our site limits them.
- If a piece is faulty, we pay the return postage. You should not be out of pocket to have our mistake corrected.
Manufacturing faults are also covered by our own warranty, which sits on top of these rights rather than replacing them. Ordinary wear over the years is a different matter, and our care guide explains how to keep a piece in good order.
How to start a return
- Email us first at info@whitenovember.com.au with your order number and what you would like to do. Please do not post anything back before you have heard from us.
- We will confirm whether the piece is eligible, and give you the return address and anything else you need.
- Send it back insured and tracked, in its original packaging.
- We inspect and respond. We will email you when it arrives, tell you the outcome, and process any refund to your original payment method.
If you are in Melbourne you are welcome to bring it in instead, which is usually faster and always easier. Please book a time first, as the studio is by appointment only.
Getting it back to us safely
For a change-of-mind return, you cover the return postage and it is not refunded. For a faulty piece, we cover it.
Either way, please send it insured and with tracking. Until a parcel reaches us it is not in our hands, and we cannot take responsibility for something that goes missing on the way back. It is worth the few dollars.
Still have a question?
Ask us. Email info@whitenovember.com.au, call the studio on 0413 444 043, or use the contact form. If something has arrived and it is not right, tell us early and we will sort it out.
You may also want our shipping and delivery page, which covers parcels that are late, lost or damaged in transit.