Order Hotline: (9am - 5pm) 01746 710 186


Please click on a category for a list of questions.

Delivery »

Are there any hidden delivery costs I’ll have to pay at the end of my order?

You will not be quoted a ‘promised’ price then at the final payment stage, handed an expensive delivery charge. Your preferred delivery choice is selected before any card details are required. You are requested to agree to the amount and our terms before you enter the payment page.

Can I track my order?

The only postage option that doesn't provide a tracking number is Royal Mail 1st class post. If you have opted for Recorded, Special, Saturday Guaranteed, EU or International delivery then yes, you will be able to track your order. When your order is dispatched from us we will email you a reference number which you can track at: track.royalmail.com.

For larger heavier products we do occasionally send your parcel out via Parcel Force. You can also track your order using their track and trace system at www.parcelforce.com/track-trace.

Please note that all tracked items will require a signature on delivery.

When will you dispatch my order?

We will despatch the order as soon as we can. All orders are to subject to acceptance and product availability. Our stock system will show you when an item is in stock or if we are awaiting stock from our supplier.

However, there maybe several elements which need to be completed before the order is ready to leave. For example, if you have chosen to personalise the gift there may be a delay. Please contact us and we will be able to give a precise time of despatch for your particular order.

Engravable plaque

The engraved box plaques are all produced in house so should you decide to have a personalised box plaque your order will not be delayed.

Personalised and engraved products

These are made for each individual order and may take an extra day before they are ready for dispatch. Where a specialist engraver is required for example, for bangles, christening cups, there is sometimes a delay. (For this reason engraving onto products is not included in the white rabbit range)

If you need something urgently please call us 01746 710 186 and we can advise on the timescale involved.

If the goods are in stock and your order is placed before 1 pm, then the goods will be checked by the team and despatched to you as soon as possible.

When an item is ordered from the White Rabbit range before 1 pm it is guaranteed to be in stock and dispatched from us that same day. If an order is required urgently and you have missed the cut off point of 1 pm it is best if you call us on 01746 710 186 and we will see if it is possible to dispatch your item that day.

Should an item not be included within the white rabbit range, it means that it may not be in stock and will be dispatched as soon as possible.

When can I expect to receive my order?

If you have selected Royal Mail first class this will take up to seven days from when we dispatch your order. Royal Mail Recorded delivery can take up to three days from dispatch and you can expect Special Delivery to be with you by 1pm the next working day after dispatch.

Saturday Guarantee, the post Office guarantees that goods sent by this service are delivered by 1 pm on Saturday. Items can be tracked using the service. A signature is required on delivery. Item must be ordered before 12 pm on Friday prior to delivery. Saturday guaranteed special delivery only applies when the order is placed on Fridays.

What happens if I am not in when the parcel arrives?

If you are not present at the time of delivery, a 'while you were out' note will be left inviting you to contact your local sorting office, you will need to collect the item in person, within 7 days of the attempted delivery. If the item is not collected within this time it will be retuned to us. We are unable to resend the item until we are in receipt of the returned package, additional postage costs will apply.

We recommend that when you go to collect the item that you take with you a form of identification.

Do you deliver all around the world?

Jewellery can be sent overseas to countries with suitably secure postal services. Goods can only be sent to the billing address. Just let us know where you want to send it and we'll let you know how much it will be and if it is possible to choose your destination.

We deliver throughout the UK and Europe. When it comes to the rest of the world we are restricted by whether we can safely get our parcels to you. If you are unsure as to whether we deliver to your country please contact us on 01746 710 186 or [email protected].

We only deliver jewellery items overseas; we do not send larger Silver gift items (Royal Selangor, Wedgewood and Templeton & May etc)

I'm going to be out - can I send my item to an alternative address?

Yes, you can choose a different delivery address when you are placing your order. Sometimes you aren't at home to receive your parcels and sign for them. If it suits you better, you can give us an alternative address.

It must be your place of work address, and you must state the name of the company to ensure your parcel reaches you safely. If you work in a large office building, please be sure that there will be someone available to receive your package and ensure it gets to you as we cannot be held responsible for packages that go missing once they are signed for.

I'm ordering an item as a gift and wish it to be sent to a different address, would this be possible?

Yes, this is no problem at all. When we receive an order and the shipping address is different we ensure that we send a compliment slip to the recipient informing them who the gift is from and the invoice is sent separate to the billing address.

For security reasons, we do not deliver to a PO Box address.

What if I need something delivered urgently?

We have created a service to help you when you have an urgent need for a gift and time is of the essence. Simply look out for products which have the white rabbit logo next to the product.

When an item is ordered from the White Rabbit range before 1 pm it is guaranteed to be in stock and dispatched that same day. If an order is required urgently and you have missed the cut off point of 1 pm it is best if you call us on 01746 710 186 and we will see if it possible to dispatch your item that day.

Will I incur import duties?

WDG Retail Ltd cannot be held liable for any import duties payable on orders made and recommends that all customers make themselves aware of such local charges before ordering.

WDG Retail Ltd can also not be held liable should local customs officials decide to hold or confiscate items for any reason.

Delivery Details

Postage Type Delivery Time Do I need
to sign for it?
Will I receive a
tracking number
via email?
Cost
Royal Mail 1st Class Post 1 - 7 Days
From Dispatch
No No Free of charge
Royal Mail Recorded Delivery 1 - 3 Days
From Dispatch
Yes Yes £2.95
Royal Mail Special Delivery Next working day
after dispatch
Yes Yes £5.95
Royal Mail Saturday Guaranteed Delivery By 1pm on Saturday Yes Yes £12.25
European Union Delivery 3 - 10 working days
after dispatch
Yes Yes £13.95
International Delivery 3 - 10 working days
after dispatch
Yes Yes £17.95

My Order »

Can I order by phone?

Unfortunately we are unable to process telephone orders.

How do I know my order's been received?

We'll confirm your order by email once it's been received at this stage you can review the details.

I've changed my mind! Can I cancel or change my order?

As long as it hasn't been dispatched, of course you can. If it's already been dispatched then it will be treated as a return, so you will have to bear the cost of returning it to us.

Where is my order?

Don't worry you will know exactly what is happening to your order throughout the entire process from when you place the order to when it leaves us. Even then you can call us 01746 710 186 or via email at [email protected] and our helpful staff will give you an order update.

You will also receive a final conformation email on dispatch containing tracking details and information.

Payment Options »

Which cards do you accept?

We accept all major credit cards. We accept Electron, Solo, Switch and Visa Delta debit cards. We also take cheques and postal orders.

For a card order we require the credit / debit card number, expiry date, the start date and the last three digits of the security number on the reverse of the card. For Switch cards we will also need the issue number.

Can I pay by cheque?

Yes you can, make cheques payable to W.D.G. Retail Ltd and include your full address and phone number. If you pay by cheque, we will despatch the order as soon as the cheque has been cleared by the bank.

If you pay by postal order, please make them payable to W.D.G Retail Ltd and cross them.

Is my payment secure?

We use a payment service provider called Sage pay a fully approved card processor who ensures that our customers' transaction data is kept secure at all times. Sagepay uses the latest encryption and security standards. Nothing passed to Sage Pay's servers can be examined, used or modified by any third parties attempting to gain access to sensitive information.

Alternatively, there is also the option of using Pay pal. Pay pal is a safe and fast payment method that keeps your information secure because your financial details are never shared. The company also uses state of the art encryption ensuring your information is kept private.

Returns »

I've bought the wrong size - can I return it?

What can't I return?

You cannot return earrings unless they arrive to you faulty.

What happens if it arrives damaged?

Can you give me a quick guide to how I return things?

•   You need to return them within 14 days of the first day the Post Office tried to deliver the goods.

•   All returned goods (that aren't being sent back because they are damaged) need to be unused with all the packaging in perfect condition. If they aren't, unfortunately we have to return them to you.

•   Once we receive your goods and completed forms we will immediately start the refund process. Postage on returned goods can only be refunded if the goods were faulty or damaged.

•   Any refund will be made to the card used to make the purchase or refunded to the Pay Pal account that was used to make the purchase.

Surely that's all I need to know?

We advise you to send us any returns by a Royal Mail recorded method, so that you know that it has reached us safely, as we can't accept any responsibility for items sent by standard delivery.

Please enter your returns number on the address label.

And also - it's a good idea to avoid using the word 'jewellery' on the packaging for security reasons.

I have received the wrong item, what should I do?

If I'm not satisfied with the product but I still wish to keep the other personalised elements of my order can I just return the product(s) and keep the personalised items?

Unfortunately not. Should you wish to return part of your order then you must return the entire order we will then arrange a refund for you.

I have been refunded the incorrect amount.

Where do I send my returned items to?

W.D.G. Retail Ltd
The Business Centre
Beechcroft House
50, Sedgley Road West
Tipton
West Midlands,
DY4 8AB

Security / Privacy »

What do you do with the information you gather?

We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:

•   Internal record keeping.
•   We may use the information to improve our products and services.
•   We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided.
•   From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, phone, fax or mail. We may use the information to customise the website according to your interests.

Will you pass my information on to other companies?

We will never pass on any of your details to a third party, unless we are required to do so by law.

We may collect the following information:

•   name and job title
•   contact information including email address
•   demographic information such as postcode, preferences and interests
•   other information relevant to customer surveys and/or offers

What are cookies and how do you use them?

A cookie is a small file which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

Can you take me off your mailing list?

Using the website »

How do I search for a product?

Finding what you need couldn't be easier. Simply enter the product code (if you have it) or name into the quick search function at the top of each page.

Do I need to register in order to place an order?

You do not need to register with Childrens Jewellery.co.uk to make a purchase from our site.