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USE CODE: 028US

Returns & Refunds

Your feedback has helped us make some changes to how we handle returns to make it quicker and easier than ever for you to return products to us.

Please chose the option that's most convenient for you; option 1 uses an Online Returns form or option 2 uses a Smartlabel

Quick and easy online returns form - refund within 5 days*

Our new online form takes a few minutes to complete and we can refund you within days of posting your parcel back to us.

You can use this method if you have placed an order after the 30th September 2017

*Terms and conditions apply

How do I return something?

We want you to be delighted with your purchase but understand sometimes you may want to return something. You can send items back to us using our easy-to-follow returns form. Once you have posted your return to us It takes a couple of days for the parcel to reach our US warehouse. We will then usually refund you within 5 days from this date.

Completing a return will take around 5 minutes and you will need to have your order number handy to be able to create your returns label. If you get stuck, don’t worry, we have an easy-to-follow guide to completing your return online please click here

Important - If you are sending back a few items from an order and need to send them in more than one parcel, please create a label for each parcel and check the items in the parcel match the label you create. This will prevent any delays in processing your refund.

Simply select the items you are returning and put the parcel in the post.

Please read our Returns Policy before using our online returns portal

If you are unable to complete the online returns form and would prefer to use our smart label included with your order, please click here for instructions.

How much does it cost to return an item?

Returns are free; we take care of the cost of returning an item to us. We will also refund your sales tax for the item you are returning.

You can send items back to us using our easy-to-follow returns form.

What is your Returns Policy?

We want you to be delighted with your purchase but if you are not, you can return any item within 30 days of receipt. As long as it is unused and in its original packaging.

We will be happy to refund your order. Please note payment will go onto the card which was used when you made the purchase. We are not able to refund any shipping charges and your refund will be less of any discount redeemed at the time the order was placed.

Certain items are excluded from our Returns Policy for hygiene reasons. These items can only be returned in accordance with your legal rights and are: duvets and pillows, if the sealed packaging has been opened; toiletries or beauty products if the seals have been broken; lingerie and swimwear if the protective gusset strip has been removed; and earrings.

We will refund your sales tax for the item you are returning if applicable. For more information on sales tax please see our Payment page

You can send items back to us using our easy-to-follow returns form.

Can I return lingerie and swimwear?

Yes you can. However, if you do return an item of lingerie or swimwear, we are able to accept returns only if they are unworn, with the original tags intact. In the interest of hygiene, we ask that you do not remove the protective gusset strip and try on briefs over clothing or your own lingerie. Please note that we will be unable to accept returns of any item that is damaged, worn, or has had the protective strip removed.

You can send items back to us using our easy-to-follow returns form.

How do I request a replacement returns label?

If, for any reason, you have lost the label you created through our returns portal, you can simply reprint this by going back into the returns portal and selecting the order you are returning. This will allow you to reprint the label.

To request a replacement returns label, use our easy-to-follow returns form.

What if the item is faulty?

We are very disappointed on the rare occasions our customers receive a faulty item. If you have identified the fault within 30 days of purchase, then you can return the item under our normal returns procedure for a refund. Please phone our Customer Services Team who will be able to order you a replacement item. If a fault develops outside of the 30-day returns period, or the item is difficult to package and return, contact us on: 1 866 846 8333 (Monday-Sunday 7am to 11pm Eastern Time) or by email at: customerservice@thewhitecompany.com before you return the item so we can discuss the fault with you and agree the best way forward. Please take extra care to read our Product Care Information page or any specific care instructions provided with your purchase. We cannot accept an item returned as faulty if the appropriate product care instructions have not been followed and the damage caused to the product is clearly due to wear and tear or misuse.

Can I return an item I received as a gift?

An item that was received as a gift can be returned for refund which will be made to the original credit or debit card on which the gift was purchased. To return a gift you received from someone else, you will be required to enter the order number and email address of the person that purchased the item. You can ask them for this information or they can simply complete the return for you using the returns link and then email you the returns label for you to print.

You can send items back to us using our easy-to-follow returns form.

How long will it take to deal with my return?

Once you have posted your return to us It takes a couple of days for the parcel to reach our US warehouse. We will then usually refund you within 5 days from this date.

You can send items back to us using our easy-to-follow returns form.

I have a returns label included in my parcel; can I use it instead of printing a new one?

We have included a smart returns label in your parcel. Although this take a little longer to process than using our new returns portal it’s convenient if you are unable to complete the online returns form. Returns using the smart label in your parcel can take up to 25 days to process your refund.

Please find here the easy steps to return items to us using the in box label.

I purchased my products in store and wish to return them.

If you have made a purchase in store for delivery then we have included a smart label in your parcel. We are not able to process your returns using our online portal at this time. Click Here for how to return something to us using the in-box smart label.

Convenient - SmartLabel in parcel - refund within 30 days

If you don’t have a printer, this option is convenient - we include a smart return label in your parcel.

Follow these easy steps to return items to us:

Getting your parcel ready:

  • It is crucial you retain the top half of your smart label or take note of the tracking number in order to allow us to track your return. Without this tracking number we are not liable for your return. Repackage your purchases securely, removing all old labels and affix your Return Smart Label to the outside of the package.
  • Complete and enclose the Return Form which is on the reverse of your Order Confirmation
  • It would really help us in developing our products if you could give a reason why they were not suitable
  • Always include a daytime telephone number and your email address in case we need to contact you about your return
  • Enter your name and address in the top left corner of the Smart Label
  • If you have not received a return label please click here to request one by entering your order number
  • You can also track your return by clicking the above link and selecting Inbound Tracking

Choose an option to send your parcel back to us using the Return Smart Label:

  • Deliver the package to your Post Office
  • Leave the package for USPS to collect
  • Schedule a 'Carrier pick up' at www.usps.com

Please retain the top half of your Return Instructions form with your returns tracking number as proof of return. To track your return, please visit http://us.thewhitecompany.com/returns and enter the tracking number on your return instructions form. Example where to find this is below:

We strongly recommend you obtain a free certificate of postage from your postal service as we are responsible for your parcel only once it has been received into our warehouse. Items lost in transit will not be treated as returned

Please be aware that you may be liable to a fee for returning goods after our stated returns period. Please refer to our Terms and Conditions for further information.

If you are returning goods from outside of the U.S. please package and complete the Return form for postage at your own cost to:

  1. Returns Department
  2. The White Company
  3. Cob Drive
  4. Swan Valley
  5. Northampton
  6. NN4 9BB
  7. United Kingdom
How much does it cost to return an item?

Returning an item is currently free of charge, when using a smart returns label.

We want you to be delighted with your purchase but if you are not you can return any item within 30 days of receipt as long as it is unused and in its original packaging.

We will be happy to refund your order. Please note payment will go onto the card which was used when you made the purchase. We are not able to refund any shipping charges and your refund will be less of any discount redeemed at the time the order was placed.

Certain items are excluded from our returns policy for hygiene reasons. These items can only be returned in accordance with your legal rights and are, duvets and pillows, if the sealed packaging has been opened, toiletries or beauty products if the seals have been broken, underwear and swimwear if the protective gusset strip has been removed and earrings.

We will refund your sales tax for the item you are returning if applicable. For more information on sales tax please see our Payment page

Can I return lingerie and swimwear?

We hope you'll be happy with your purchase. However, if you do need to return an item of lingerie or swimwear, we are able to accept returns only if they are unworn, with the original tags intact. In the interest of hygiene, we ask that you do not remove the protective gusset strip and try on briefs over clothing or your own underwear. Please note that we will be unable to accept returns of any item that is damaged, worn, or has had the protective strip removed.

How do I request a replacement smart returns label?

A smart return label entitles you to return your order to us free of charge. To request a replacement smart returns label please click here. It is crucial you retain the top half of your smart label or take note of the tracking number in order to allow us to track your return. Without this tracking number we are not liable for your return.

What if the item is faulty?

We are always very disappointed on the rare occasions our customers receive a faulty item. If you have identified the fault within 30 days of purchase, then you can return the item under our normal return procedure for a refund. Make sure you let us know about the fault so we can make sure other items are not affected. We will refund any postage on a faulty item, and ensure you are reimbursed for standard return postage on the item.

Please note we are unable to offer exchanges, however if you require another item, please follow the returns instructions below and phone our Customer Services team who will be able to order you a replacement item.

If a fault develops outside of the 30 day return period, or the item is difficult to package and return, contact us on 1 866 846 8333 (Monday-Sunday 7am to 11pm Eastern Time) or by email on customerservice@thewhitecompany.com before you return the item so we can discuss the fault with you and agree the best way forward. Please take extra care to read our Product Care Information page or any specific care instructions provided with your purchase. We cannot accept an item returned as faulty if the appropriate product care instructions have not been followed and the damage caused to the product is clearly due to wear and tear or misuse.

Can I return an item I received as a gift?

An item that was received as a gift can be returned for refund which will be made to the original credit or debit card on which the gift was purchased. An email will be sent to the person who made the original purchase when the refund is completed.

How long will it take to deal with my return?

Returns will be processed within 5 days of receipt in our warehouse, and are dealt with in the order in which they are received.

When we have dealt with your parcel we will confirm this to you by email, assuming you have given us your email address. Please remember that it can take three to four days after we have processed a refund payment for it to appear on your credit card statement.

If, after sending your return to us, you have not received our email confirmation within 25 days of posting your item back to us, please contact us on 1 866 846 8333 (Monday-Sunday 7am to 11pm Eastern Time) so we can investigate.