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Follow these easy steps to return items to us:
Getting your parcel ready:
Choose an option to send your parcel back to us using the Return Smart Label:
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:
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 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.
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.
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 firstname.lastname@example.org 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.
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.
Returns will be processed within 5 working 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 working 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.