How do I return or exchange a non-faulty item?

Please return the item to our head office (China House, Unit G01-2A, 401 Edgware Road, London, NW2 6GY) within 14 days of purchase. Include a note to explain what you would like to happen and reasons for the refund or exchange. We cannot exchange or refund non-faulty items that were purchased over 14 days ago- please include a valid receipt. Items must be as new and in original packaging. If you did not purchase your item from our website please return to the store that it was initially bought from. Please note that in accordance with Health and Hygiene laws we cannot return or exchange earrings.

Faulty items 

You can return faulty items to us within 6 months of the purchase date.

How to return an item

There are two easy ways to return your items.

1) Return to the store you purchases your item from. Only website orders can be returned directly to White Ice London.

2) Return your web order by post. The card you used to pay will be refunded within 28 days.

What you need to do:

  • Place the items in their original presentation boxes. 
  • Package the items and despatch note you received with your order and post to G. McKenzie & Co, 7 Shakespeare Road, Finchley, N3 1XE. Make sure the parcel is sealed securely.
  • If they are in their original condition we will process the refund or exchange for you.
  • If you want a refund, make sure you contact us with the credit/debit/gift/insurance card that you used to place the order online.
  • This returns policy does not affect your statutory rights.

 

How do I care for my jewellery?

Sterling Silver will naturally tarnish over time. When not wearing store your jewellery in a sealed plastic bag to slow down the oxidisation process. Tarnished silver can easily be restored to original condition by polishing the item with a Silver Polishing cloth. We recommend against silver dips as these can permanently strip layers off the jewellery. If an item is very tarnished use warm water and a soft toothbrush to gently scrub the item then dry thoroughly and finish with a polishing cloth.

Gold-plated items need extra care to prevent the plating wearing off prematurely. Never wear the items in water and do not expose to lotions, perfumes or any kind of chemicals.

What is White Ice jewellery made out of?

We pride ourselves on only ever using Sterling Silver and will never use base metal in any of our products and all our pieces include at least one diamond.

Where is my order?

If you have not received your order within the recommended 5 working days please call us on 0208 343 2828 and we will track your parcel for you.

Can I place my order over the phone?

Yes of course- please call us on 0208 343 2828 Monday- Friday between 9am- 5.30am and one of our team can process your order or help you with any questions you may have.

How do I work out my ring size?

See our Size Guide for help on working out your ring size

I am a retailer- how do I become a stockist of White Ice?

If you are UK based please either call our head office on 0208 343 2828 or call our UK sales representative Robert Redfin directly on 07549 237373 for an appointment to see the full range. We also have an Ireland based sales representative and can stock retailers outside of the UK- please email sales@gmckenzie.com for more information or an appointment.

Other information

All orders will be sent using the Royal Mail Signed For service and will require a signature.  Delivery will be within 5 working days.

If you would like guaranteed Next Day Delivery there will be a charge of £6.95 Monday- Friday. Saturday guaranteed Next Day Delivery will be £10.95. Please select your preference on the checkout page.

We would be delighted to hear from you. For any queries or general feedback please contact us:

sales@gmckenzie.co.uk

0208 343 2828

G McKenzie

7 Shakespeare Road

London

N3 1XE