Cancellation policy
CHANGED YOUR MIND? WE'LL HELP WHERE WE CAN.
We understand that plans can change. If you need to cancel your WhiteCraze order, please contact our team as soon as possible after placing the order.
Ready-to-Ship Products
Orders for ready-to-ship products may be cancelled before the order has been dispatched.
Once an order has been dispatched, it can no longer be cancelled. After delivery, any eligible request will be governed by our applicable Return & Exchange Policy.
For an approved cancellation made before dispatch, the amount paid will be refunded to the original payment method. The time taken for the amount to reflect in your account may depend on the payment provider or banking partner.
Made-to-Order Products
Made-to-order jewellery is specially prepared against your order.
A cancellation request for a made-to-order product may be accepted only if production has not yet commenced.
Once production has started, the order cannot be cancelled, as materials, diamonds and production resources may already have been allocated specifically to your piece.
We therefore recommend contacting the WhiteCraze team at the earliest possible stage if you wish to make any change to a made-to-order purchase.
Gold, Customised & Personalised Orders
Orders involving 9KT, 14KT or 18KT Gold, custom designs, modifications, special sizes, personalised specifications, engraving or other customer-specific requirements are prepared specifically for you.
Such orders may be cancelled only before the design/specifications have been approved and before production or material procurement has commenced.
Once the design or specifications have been approved, or production/material procurement has begun, the order will be considered confirmed and cannot ordinarily be cancelled, refunded or exchanged, except where required under applicable law or in the case of an eligible manufacturing defect or an incorrect product supplied by WhiteCraze.
For bespoke designs involving CAD or other customer design approval, the approved design and specifications will be treated as final.
Changes to an Order
Need to change a ring size, gold purity, finish, delivery detail or another specification? Please contact us as soon as possible. If your order has not entered production or dispatch, we will try to accommodate the requested change.
Changes after production has commenced will depend on technical feasibility and may involve additional charges and/or revised delivery timelines.
Cancellation by WhiteCraze
In rare circumstances, WhiteCraze may need to cancel an order because of product unavailability, pricing or technical errors, payment verification issues, suspected fraudulent activity, or circumstances that prevent us from fulfilling the order.
If WhiteCraze cancels a prepaid order, the amount received for the cancelled order will be refunded to the original payment method.
How to Request a Cancellation
To request a cancellation or modification, please contact the WhiteCraze team and provide:
- Order Number
- Customer Name
- Registered Mobile Number
- Cancellation / Change Request
Our team will confirm whether the order is eligible for cancellation or modification based on its current processing or production status.
THE EARLIER YOU REACH US, THE MORE WE CAN HELP.
Cancellation — Frequently Asked Questions
Can I cancel my WhiteCraze order?
Yes. Ready-to-ship products may be cancelled before dispatch. Made-to-order, gold, customised and personalised orders are subject to additional cancellation conditions depending on whether production, material procurement or design approval has commenced.
Can I cancel an order after it has been dispatched?
No. Once an order has been dispatched, it can no longer be cancelled. After delivery, any eligible request will be handled under the applicable WhiteCraze Return & Exchange Policy.
Can I cancel a made-to-order product?
A made-to-order product may be cancelled only if production has not yet commenced. Once production has started, the order cannot ordinarily be cancelled because materials, diamonds and production resources may already have been allocated to the piece.
Can I cancel a gold or customised order?
Gold, customised and personalised orders may be cancelled only before the design or specifications have been approved and before material procurement or production has commenced. Once either stage has begun, the order is considered confirmed and cannot ordinarily be cancelled, refunded or exchanged, subject to applicable law and eligible product issues.
Can I change my order instead of cancelling it?
Please contact the WhiteCraze team as soon as possible. If the order has not entered production or dispatch, we will try to accommodate changes such as size, finish, gold purity, delivery details or other specifications. Changes may be subject to feasibility, additional charges and revised timelines.
How will I receive my refund if my cancellation is approved?
For an eligible prepaid order cancelled before the applicable cut-off, the approved refund will be processed to the original payment method. The time taken for the amount to reflect may depend on the payment provider or banking partner.
What happens if WhiteCraze cancels my order?
If WhiteCraze is unable to fulfil a prepaid order and cancels it, the amount received for the cancelled order will be refunded to the original payment method.