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Returns

How long will it take to deal with my return under your Returns Policy?

Once your parcel has been received by our team it can take up to 5 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 days, please contact us on 020 375 89 222 (Monday - Friday 8.00am to 10.00pm, Saturday 9am to 5pm, Sunday 10am to 4pm) so we can investigate.

What is your Returns Policy?

Our returns policy

Our standard returns policy has been extended for Christmas. Returns or exchanges for purchases bought between 1st November - 24th December 2018 will be accepted up until 31st January 2019 when returning to one of our standalone stores, and up until 14th January 2019 if you are returning by post.

We want you to be delighted with your purchase but if you are not you can return any item within 30 days of receipt provided that the products are returned complete, in perfect condition, unused, unwashed and with its original packaging.

Our returns policy does not affect your legal right to cancel (see below) or your legal rights in relation to faulty or misdescribed products.

We will be happy 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.

Returning furniture

Please call our specialist furniture team on 0203 758 9333 (Monday-Friday 9.00am to 5.00pm) within 30 days of delivery to discuss the return of furniture items as, under our returns policy, 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. (Please note, our furniture collection includes mirrors.) For hygiene reasons, mattresses cannot be returned once the packaging has been removed (see further the Which items cannot be returned? section below). There will be a charge of up to £50 for all collections, unless the item is faulty.

Furniture items that have been purchased as ex-display from our stores cannot be returned. This does not affect your legal rights.

Your legal right to cancel

For most products bought online you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail below.

You have 14 days after the day you (or someone you nominate) receives the products to change your mind, unless your products are split into several deliveries over different days. In this case you have until 14 days after the day you (or someone you nominate) receive(s) the last delivery to change your mind about the products.

You may cancel your order by following the procedure set out under the How do I return something? section. To meet the cancellation deadline, you must notify us by post, email or telephone that you wish to exercise your right to cancel before the cancellation period has expired. Where applicable, please keep a copy of your cancellation notification for your own records.

If the products have already been dispatched to you or you have already received them, you must return them to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation of your order to us. You will have to bear the direct cost of returning the products to us.

If you are exercising your right to change your mind and cancel the contract, you will receive a full refund of the price you paid for the products and any applicable delivery charges to the credit or debit card or other payment method that you used to pay. We will process the refund without delay and in any event not later than (a) 14 days after the day we receive back from you any products supplied; or (b) if there were no products supplied, 14 days after the day on which we receive your cancellation notification. We may withhold the refund until we have received the products back or you have supplied evidence of having returned the products to us (whichever is the earliest).

If you are exercising your right to change your mind:

  • We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
  • The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 3-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.
  • If the products you return have been gift-wrapped using our gift service, we will not provide a refund for the price you have paid for the gift service.

Which items cannot be returned?

Whether exercising your legal right to cancel or returning a product under our returns policy, you do not have a right to return the following/cancel your order in respect of:

Products that are made to your unique specification or that are personalised for you, such as items bearing your name or initials.

Products sealed for health protection or hygience purposes once you have unsealed them. For example:

  • mattresses, duvets and pillows if the sealed packaging has been opened
  • toiletries or beauty products if the seals have been broken
  • swimwear if the protective gusset strip has been removed
  • underwear, and earrings once the seals have been removed

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 return something?

You can return an item to one of our standalone stores as long as you have your receipt or delivery note. Unfortunately, we 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. The delivery note that came with your parcel has clear instructions of how to do this. Please 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.

Please 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 with your name, address, email address, daytime telephone number and customer number if possible. Please let us know what you are returning and why.

Make sure your items are securely wrapped and send your return to:
Returns Department
The White Company
Cob Drive
Swan Valley
Northampton
NN4 9BB

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.

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 020 375 89 222 (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.

Please provide proof of purchase when returning an item. If you are unable to provide proof of purchase, an exchange or gift tender* to the value of the lowest-selling price for the returned goods will be offered. A refund will be offered regardless if the goods are faulty.

Can I return an item to store?

You can return an item to one of our standalone stores as long as you have your receipt or delivery note. Unfortunately, we are unable to accept returns to our concession stores (our stores within other department stores) unless the original purchase has been made there. If you buy something from one of our concession stores, we cannot accept returns for that item in our standalone stores or distribution centre.

Please provide proof of purchase when returning an item. If you are unable to provide proof of purchase, an exchange or gift tender* to the value of the lowest-selling price for the returned goods will be offered. A refund will be offered regardless if the goods are faulty.

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 purchased via PayPal?

Please note that our stores are unable to accept returned goods that have been purchased via PayPal. Please post your items back to our returns department using the address above.

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.

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 tenders*. 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. This does not affect the purchaser's legal rights.

Note * Gift Tender = Gift Cards, eGifts, Gift Vouchers

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