Returns
- What is your Returns Policy?
- How do I return something?
- How do I return an item purchased via Paypal?
- What if the item is faulty?
- How do I arrange an exchange?
- Can I return an item to store?
- Can I return an item I bought in store by post?
- How do I return furniture?
- Can I return an item I received as a gift?
- How long will it take to deal with my return?
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 exchange the item for a replacement or to make a refund which will go onto the card which was used when you made your purchase. We are not able to refund any postage charges but we will send any exchange items free of postage charges.
You have a right to cancel your order within seven working days of receiving your purchase. This seven day period begins the day after you receive the items from us. Please notify us in writing within seven working days that you wish to cancel your order and that you intend to return the item(s ) and we will be happy to offer you a full refund including any delivery charge.
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 mattresses, 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.
How do I return something?
You can return an item to one of our stand alone stores as long as you have your receipt or delivery note. We unfortunately are not allowed to accept returns to our concession stores (which are stores within another department store) unless the purchase has been made there.
Alternatively you can send your return by post and the delivery note that came with your parcel has clear instructions of how to do this. You need to complete the reverse side of the delivery note with the details of the items you are returning and enclose the note with your returned parcel. It would really help us in developing our products if you could give a reason why they were not suitable. Please let us know whether you require an exchange or a refund and always include a daytime telephone number and your email address in case we need to contact you about the return. If you no longer have your delivery note, please include a letter giving your name, address, customer number if possible, email address and daytime telephone number plus a note of what you are returning and why, and whether you want a refund or exchange for another product.
Make sure your items are securely wrapped and send your return to:
Returns Department,
The White Company,
Unit A,
Gowerton Road,
Brackmills Industrial Estate,
Northampton,
NN4 7BW
Parcels are returned at your own cost, and we strongly recommend you obtain a free certificate of postage from the Post Office 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.
We can also arrange for our courier company to collect the parcel from your home. You will need to be at home to hand over the parcel. There is a charge for this service.
How do I return an item purchased via Paypal?
Products purchased via Paypal must be returned to:
Returns Department
The White Company
Unit A, Gowerton Road
Brackmills Industrial Estate
Northampton
NN4 7BW
Please enclose your completed returns form on the reverse of your delivery note.
Please note that our stores are unable to accept returned goods that have been purchased via paypal
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 exchange or 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. If it is more convenient for you, we can arrange to have the faulty item collected free of charge within the UK mainland.
If a fault develops outside of the 30 day return period, or the item is difficult to package and return, contact us on 0844 736 4222 (Monday - Friday 8.00am to 10.00pm, Saturday 9am to 5pm, Sunday 10am to 4pm) or by email on services@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.
How do I arrange an exchange?
If the product you require is still available we will exchange it for you. If the new item you require costs less than the one you have returned we will refund you the difference. If it costs more than the one you have returned we will need to take an additional payment from you before we can send you the item. Please make sure you give us a daytime telephone number or your email address so we can contact you.
Can I return an item to store?
You can return an item to one of our stand alone stores as long as you have your receipt or delivery note. We unfortunately are not allowed to accept returns to our concession stores (which are stores within another department store) unless the purchase has been made there.
Please note that our clearance stores offer our products at significantly reduced prices. As a consequence they are only able to accept returns on purchases made at those individual stores. They are not able to process returns on items purchased at other stores.
Can I return an item I bought in store by post?
Yes, just make sure you enclose your original receipt and your name, address, a daytime telephone number and email address in case we need to contact you.
How do I return furniture?
Please call our specialist furniture team on 0844 736 4230 (Monday - Friday 9.00am to 5.00pm) within 30 days of delivery to discuss the return of furniture items as we cannot accept the return of items that have been used or damaged since we delivered them. The item will need to be re-wrapped in the original packaging and we will need to make arrangements with you to collect it. For hygiene reasons, mattresses cannot be returned once the packaging has been removed. There will be a charge for collection, unless the item is faulty.
Furniture items that have been made to order cannot be returned unless they are faulty. Our Customer Service Team can inform you if the item you are buying is made to order. Furniture items that have been purchased as ex-display from our stores cannot be returned. This does not affect your statutory rights.
Can I return an item I received as a gift?
An item that was received as a gift can be returned for an exchange or gift vouchers. An email will be sent to the person who made the original purchase when the exchange is completed. Refunds can only be made to the original credit or debit card on which the gift was purchased.
How long will it take to deal with my return?
Once your parcel has been received by our team it can take up to 10 working days to fulfil your request. Returns are dealt with in the order in which they are received so returns sent by Recorded Delivery may reach us more quickly but do not progress more quickly through the process.
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 10 working days, please contact us on 0844 736 4222 (Monday - Friday 8.00am to 10.00pm, Saturday 9am to 5pm, Sunday 10am to 4pm) so we can investigate.