How can you place an order?

Placing an order is very easy. Simply select your preferred item(s) & add them to your shopping cart. When you are happy with your collection, just follow the guidelines given on the checkout page to place your order. To complete your order, you will need to create a The White Gem account or log in to your The White Gem existing account. When you confirm your order, we will send you an automated e-mail confirmation.

How can you pay for your order?

We have the simplest and safest payment process in effect. You can choose to pay via MasterCard, Visa, PayPal, Discover, American Express or even a The White Gem Gift Card. All the payment methods followed are 100% secure. All the personal and payment information you submit to us are encrypted. All payments are managed by our business partner Stripe.

What happens when you place an order?

Once your order placement is complete, you will get an email confirmation from The White Gem. This email will verify all your personal & payment information and in case there are any disputes, we will contact you to fix the issue.

How can you track your order?

When your order has been placed and dispatched, we will send you an order confirmation email mentioning the estimated delivery time. Once your order has been shipped, you will get a shipment confirmation email which will contain a tracking number. You can easily use this tracking number to trace your shipment. However, you will only be able to track your order after the day you receive the tracking information.

How can you amend your order?

As our orders are processed rapidly, you cannot amend an order after you have received the confirmation email. To know more, please contact our The White Gem email at info@thewhitegem.com. Please provide the order details for further assistance.

Can you cancel your order?

As all The White Gem orders are processed rapidly and items are typically shipped out within 24 hours unless mentioned otherwise, you cannot cancel an order after you have received the confirmation email. However, you can cancel an order before getting the confirmation email. To know more, please contact our The White Gem email at info@thewhitegem.com. Please provide the order details for further assistance.

Can you change your billing /delivery address after you have placed your order?

As our orders are processed rapidly, you cannot change your shipping/billing address after you have received the confirmation email. To know more, please contact our The White Gem email at info@thewhitegem.com. Please provide the order details for further assistance.

How long does our shipping take?

We, at The White Gem, ship orders via UPS or USPS Ground for domestic orders which typically arrives in 5-7 business days. This is unless you have chosen expedited shipping at checkout. We ship in cardboard boxes that are unmarked carries our brand name on the shipping label. This can’t be removed for insurance purposes. Expedited orders are processed on the same day if placed before 12:00 PM, Monday - Friday, except holidays. Kindly note, The White Gem does not deliver on weekends (Saturdays & Sundays).

How do we ship orders?

All The White Gem orders are shipped through UPS or USPS . The ETA for UPS or USPS  is generally 5-7 business days while for ups overnight delivery it’s usually delivered the next business day (depending on availability).

Do we ship globally?

No, Currently we are shipping in USA.

Why hasn’t your item been shipped?

In case your chosen products made-to-order or requires engraving, kindly allow us more time for processing your jewellery.

How quickly are our orders processed?

All orders at The White Gem are processed between 1-2 business days for in-house items. This does not include made-to-order or items requiring engraving. Engraved items require an extra 2 business days for processing while made-to-order items are processed in 2-3 weeks. We will offer you the estimated shipping dates.

Are our orders processed during the weekends?

No. we do not process any orders on weekends or holidays. All The White Gem orders are only processed on weekdays i.e. Monday to Friday.

What are our shipping options, costs & delivery times?

SHIPPING METHODS, COSTS & DELIVERY METHODS

We offer shipping throughout U.S. via UPS or USPS.

Delivery of items is based on orders placed on weekdays (Monday-Friday).

Shipping Method	Carrier	Shipping Charge	ETA
Standard	UPS	FREE	Arrives in 5-7 business days after processing*
2 Day	UPS	$ 19.95	Arrives in 2 business days after processing*
Next Day	UPS	$ 29.95	Arrives in next business day after processing*

*Order Processing Time

Orders are typically processed within 1 to 2 business days based on the following factors:

Ø Normal orders should be placed by 11:59 PM EST to begin processing on next day

Ø 2 Day & Next Day orders should be placed by 1PM EST to begin processing on the same day.

Ø All orders received after 1PM EST or on holidays or weekends (Saturday & Sunday) are processed the next business day.

Ø During promotional periods & peak holiday order processing times may take longer than usual.

UPS or USPS Delivery Days

For all orders for normal standard shipping, 2 Day shipping and Next Day shipping, UPS or USPS  will deliver your package on weekdays (Monday–Friday). Kindly note that for 2 Day and Next Day shipping options, UPS or USPS will not deliver packages on weekends (Saturday & Sunday).

Hawaii, Alaska & Puerto Rico

Standard shipment to Hawaii, Alaska and Puerto Rico are currently not available.

USPS second day air shipping cost $24.95.

For Next Day Air $29.95.

We are unable to expedite orders shipped via USPS, and shipments may take longer than expected.

P.O. Box/APO/FPO

All shipping to P.O. Box/APO/FPO addresses are sent via UPS or USPS standard shipping is free.

Business Days & Holidays

All our orders are shipped Monday to Friday, except federal holidays within the United States.

Packages are not shipped from our distribution centers on the below mentioned holidays in 2018:

• January 1: New Year’s Day

• May 28: Memorial Day

• April 1: Easter Sunday

• July 4: Independence Day

• September 3: Labor Day

• November 22: Thanksgiving Day

• December 24: Christmas Eve Day

• December 25: Christmas Day

• December 26: Post-Christmas Day

PAYMENT

What payment methods do we support?

We currently support the following payment methods:

·  Credit Card

·  PayPal

·  Master Card

·  Visa

·  American Express

·  Discover

·  Bank Transfer

·  The White Gem Gift Card

How secure is your online order transaction?

All our clients’ online order transaction is secured and protected by stripe which secures web servers globally with robust encryption and authentication. Stripe is the leading Transport Layer Security (TLS) Certificate Authority enabling secure e-commerce and communications for websites, intranets & extranets.

What can you do when your payment has been declined?

·  Kindly check your card details in your account to make sure that the information provided by you is correct & accurate. Check like the expiry date or your billing address.

·  Make sure you entered the security code properly – the 3 digit number on the back of your card.

·  Kindly check with your bank to ensure if your payment may have been declined by them.

·  If you’ve checked all of the above, we recommend you try paying with another card.

How can you receive your refund?

The White Gem may charge back your payment method when you placed your item and purchased the product. Conversely, you can tell us how you may like your refund payment for e.g. PayPal, E-transfer, bank transfer etc.

If your order an item that is currently out of stock, what will happen to your order?

During exceptionally busy periods, it may be possible that you place an order for a product which is no longer stock. In such a scenario, your order will be automatically transformed to production order. Then the order processing will take 4-5 week to complete and ship the item. The White Gem reserves the right to cancel your order.

What is our return policy?

We have a simple and convenient return policy to make you feel comfortable. The White Gem offers a genuine 30 day return policy. In case you are not completely satisfied with your purchase, you may return the item for a refund (excluding shipping/ packaging charges) or exchange it within 30 days of the delivery date.

• It must be returned in fresh hand undamaged condition.

• The item must have the tag attached.

• Customized items (personalized size, color etc.) are not eligible for refund.

• Replacements will not be refunded.

• You must take responsibility for the return shipping cost.

How do you return?

Simply email us at info@thewhitegem.com with your order number and the item you want to return so we can assist you better!

What can you do if the order arrives incomplete or damaged?

Kindly email us at info@thewhitegem.com. We will suggest you about how you can return and/or rectify the particular issue you may have. Please note that it may take up to 3-4 weeks for return processing through our facility.

How can you purchase a The White Gem Gift Card?

You can buy a The White Gem E-Gift Card online at www.thewhitegem.com/giftcard .

How can you check the balance of your The White Gem Gift Card?

Simply log in to www.thewhitegem.com/giftcard card to check your gift card balance.

Where can you redeem your The White Gem Gift Card?

You can easily redeem your gift card online at www.thewhitegem.com. If you are unable to redeem online, please contact us at info@thewhitegem.com.

How long does it take for the E-Gift card to arrive?

Our E-Cards are normally sent via email to the gift recipient on the very same day, if your order is placed on a business day. If ordered on a weekend or a holiday, the E-Gift card will be sent to the recipient on the next business day.

What happens if you lose your The White Gem Gift Card?

A The White Gem Gift Card must be treated as cash. We are not responsible for lost, damaged, stolen or unauthorized use of your The White Gem Gift Cards. We will replace a lost Gift Card for the remaining balance only if you present an original receipt. The customer must contact us at info@thewhitegem.com.

Can your The White Gem Gift Card be redeemed for cash?

No. Your Gift Cards can’t be redeemed for cash, except when it’s required by law.

Can you return your The White Gem Gift Card?

All The White Gem Gift Cards are non-returnable once purchased.

INSURANCE & SECURITY

• All The White Gem orders are completely insured while in transit.

• For insurance & security purposes, ALL our shipments need a signature on delivery irrespective of any signed waivers you have with any of our carriers.

• The The White Gem recommends that all customers inspect their package(s) for tampering or damages before receiving and signing their acceptance.

• Due to the nature of the items being shipped, The White Gem will only ship to the billing address of the credit card used to place the order. However, we also offer a ‘Hold At ups Location’ service. Kindly contact us for details.