FAQ
Most White Space styles are made to order by hand by Khadijah and a very small team of artisans in Los Angeles. We do our best to turn orders around as quickly as possible and most made-to-order pieces take up to 14 days to make. If you need something by a certain date or would like to expedite shipping, please make sure to put that in the comments section, or send us an email at info@whitespacejewelry.com.
We will always do our best to accommodate your requests and we appreciate your understanding and patience.
ORDERING FAQ
What are my shipping options?
Please note the below are options for shipping only - if your item/s is not "ready to ship" at the time of order, it will still need to be made for you (7-14 days.) The below timelines are estimates of how long your order will take to reach you after it has been made. Once your order has been shipped, you will receive a shipping notification via email with tracking details.
Standard US Domestic Shipping (fully insured):
Our preferred shipper for domestic orders (excluding Puerto Rico, Guam, & other US territories*) is FedEx Express 2-Day** delivery service. Orders under $350 are charged a flat-rate of $15 for shipping, and orders with a value over $350 ship at no cost. The value of your order is determined by the subtotal pre-tax and after any discounts are applied.
Fed-Ex Express 2nd Day Air (2 business days - no Saturday deliveries)
Complimentary for orders over $350, Flat rate of $15.00 for orders below $350.
Fed Ex Next Day Air, fully insured and trackable (1 business day.)
$40, includes insurance and takes 1 business day for arrival.
USPS Priority Mail
Shipping via USPS Priority Mail is also an option for a flat rate of $8.00 for orders below $350. If your order is over $350 and you select Priority Mail shipping, we will ship it via your choice and NOT Fed-Ex 2-Day and the shipping will be free. Please note there will be no options to reroute if necessary via USPS.
P.O. Box Delivery
P.O. Box deliveries are unavailable at this time.
APO/FPO/DPO Delivery
We unfortunately cannot ship to APO/FPO/DPO addresses as the carriers we use are not allowed to deliver to these locations.
Rerouting a Package
If you need to change your shipping address after the package has begun transit, this will require a reroute through FedEx. Please contact us immediately at info@whitespacejewelry.com for this request. Fees incurred by FedEx for the reroute will be at the customer's expense.
How will I know when my order has shipped?
Once your order has shipped, you will receive a confirmation email directly from us with your tracking details for domestic orders. Be sure to check your SPAM folder as the emails can be re-directed there.
Do you ship internationally?
Yes we do! Your shipping costs will depend on your location and the shipping method you select.
Kindly note that we cannot be held responsible for any customs fees, import duties, taxes, and other local charges added by your country’s customs office.
Are the pictures online to scale?
No. We try our best to supply photographs on a model that accurately depict the scale of the item, including showing the small details.For this reason the descriptions include dimensions for the pieces, and we provide additional images for scale representation whenever we can. If you have any questions regarding the size of a particular piece, please contact us at info@whitespacejewelry.com and we will be happy to answer your questions.
JEWELRY FAQ
How do I find out my ring size?
We have a few suggestions to help you determine your rings size - please see our Ring Sizing for full information page here. We also recommend visiting a local jeweler to get your finger accurately sized before you order.
Where do you get your materials?
Using high quality, ethically and sustainably mined materials in our jewelry is very important to us.
All of our raw materials come from Hoover & Strong, and Stuller, two companies recognized for their high environmental standards including pollution prevention and minimization. The metals from those refineries/manufacturers come from reclaimed sources and we recycle all of our scrap metal as well. Recycled metals go through rigid purification processes so there is no need to worry about contaminated metals in your jewelry. There are some chains that are made with gold that we cannot guarantee come from recycled sources, but they are all solid 14kt gold as indicated in the product description. These particular chains are made in Italy and we use them because of their unique detailing and exceptional manufacturing quality.
High quality, conflict-free diamonds
The diamonds we use are G-H in color, and SI1-VS in clarity. White/Space sources most of our diamonds from either recycled sources or from Canada, where they are mined in accordance with the principles of sustainable development, and to the highest environmental standards. They have provided social benefits to the northern communities and have brought about important economic prosperity to their region. We also work with additional diamond dealers who are certified by U.S customs to import conflict-free diamonds as indicated by the rules of the Kimberley Process, an International process that tracks and certifies diamonds as conflict-free. In April 2003, congress and the President of the United States passed a law adopting the Kimberley Process that requires all US diamond retailers to buy diamonds from manufacturers who have documentation warranting that the merchandise was obtained through legitimate channels. Today, the US Customs Service actively enforces the Kimberley Process requirements as diamonds enter United States ports. You can read more about the Kimberly Process at www.kimberlyprocess.com. All semiprecious stones used in our jewelry are natural, and the majority of them are cut in India.
Can I replace a lost earring?
Yes! If the style is in production you may purchase a half pair. We make most of the pieces by hand and, as a result, certain styles can vary slightly in size, and some styles have also been discontinued. In some cases, we will ask you to send the mate to us so we can match it for you. A few styles are produced for one season only and may not be available at the time of the request. If you need to order a mate, please email us at info@whitespacejewelry.com
Does the jewelry come with a box?
Yes. Each order arrives in an ivory-colored box debossed with our logo and lined in soft, velvety ultrasuede.
Can you gift wrap?
Unfortunately we cannot provide additional wrapping (other than our custom box) for gifts at this time.
How do I care for my jewelry?
Each piece of our jewelry is hand-crafted and some pieces are more delicate than others. Using appropriate care with your solid gold pieces will enable you enjoy your jewelry for a lifetime. We recommend cleaning items with a soft toothbrush and a mild soap like the original "Dawn" dish soap. It really does wonders! For items with mounted stones or pearls, these can also be cleaned the same way, and they can also be soaked in warm soapy water to loosen any dirt or grime before brushing. Please do not wear your pearls or softer stones (emeralds, opals) in chlorinated pools.
On Ultrasonic cleaners: All-gold jewelry (without stones) is perfectly fine for the ultrasonic, but keep in mind that consumer ultrasonic models don't always clean as well as the "toothbrush and soap option" above. Never ever put pearls, opals, emeralds, topaz, tanzanite, turquoise, lapis lazuli, moonstone or malachite in an ultrasonic cleaner. Generally we do not recommend using ultrasonic cleaners for any jewelry with gemstones other than diamonds.
REPAIRS & RETURNS FAQ
What is the return policy?
We hope you are as delighted with your purchase as much as we enjoyed making it for you. However, in the event that you are not 100% satisfied, items purchased on whitespacejewelry.com may be returned or exchanged within 7 days of receipt. Returns after the 7 day period are only eligible for a store credit.
Before shipping your item back, please first send an e-mail to info@whitespacejewelry.com and include your name, the item, date of purchase and a brief explanation of the reason for return/exhange, and you will be issued a Return Authorization number. Please do not send in your item for return without receiving this RA# first (no refund will be granted without return authorization.) For your protection, please pack your returns in the original box, return your order with an insured courier (e.g., FedEx, UPS) & retain your receipt. White/Space is not responsible for items lost or damaged in transit.
Refunds and exchanges do not include shipping charges in either direction, and we cannot refund initial shipping charges. After receiving your RA#, please mail your item(s) with your name and RA# in the original packaging to:
WHITE/SPACE
Attn: Returns
31356 Via Colinas Suite 116
Westlake Village, CA 91362
A refund will be issued when the item is received in its original, unworn state.
If you purchased an item from an outside retailer and would like to return or exchange it, you must bring the item to the original retailer where it was purchased. Please note Custom-made items cannot be returned.
What is your repair policy?
We stand by the quality of our work and will repair any design purchased through whitespacejewelry.com, as long as there hasn't been any traumatic damage to the item beyond our control. We may not be able to repair older pieces if components needed to repair them are unavailable. Items purchased through other retailers must be returned for repair to the store where the item was purchased. Please contact us for return authorization at info@whitespacejewelry.com. Please note items repaired by any other jeweler will not be covered under our implied warranty. Also, ring re-sizing is not considered a repair and is not covered under our implied warranty. You can find more information on ring sizing here.
What is your privacy policy?
We NEVER sell, share or trade any information you supply to us with a third party. Any information we collect is used to provide you with a better shopping experience and to notify you via email of promotions and upcoming sales for White/Space only. Our full privacy policy can be found here.
Is my transaction safe?
All order information sent to whitespacejewelry.com is encrypted. We protect your online transactions by using Secure Sockets Layer (SSL) technology. More information about this can be found here.
