Bring your item to one of our stores with your receipt or order confirmation email. If you paid by card, Apple Pay or Google Pay, please bring the original card or device so we can refund you correctly. To process the refund, please bring the mobile device linked to your Apple Pay account, along with the original payment card used for the purchase, as a PIN may be required. If the device is unavailable, we will be unable to process the refund back to your original payment method.

Please note that our stores are unable to accept returned goods that have been purchased via PayPal.

Items purchased at a concession or clearance store cannot be returned to a standalone store, or our returns department – only to the store at which they were purchased.

Items purchased on our UK website cannot be returned to international stores.

You may return a standard order paid for by Klarna to one of our stores. The refund will be processed against your Klarna account automatically and the balance updated accordingly.

If you have been issued a replacement order with the support of our contact centre and the original order was paid for using Klarna, unfortunately the replacement item cannot be returned to one of our stores. Please return via our returns tool.

To arrange a postal or courier return, please use our returns tool and you'll be taken through how to complete your return using your order number and email address.

Please note that our stores are unable to accept the following:

• Christmas trees, furniture, lighting, rugs and larger accessories including laundry baskets and larger multi-aperture picture frames.

Please use our online returns tool so we can track your return and process your refund correctly. We're unable to accept responsibility for items sent back by another method where this delays or prevents us from locating the return.

You will be notified via email as soon as your return has been processed. This can sometimes be a few days after we receive your parcel at our warehouse – if you want to check that your order has been received, please use the tracking option provided for your chosen return method.

Contact Customer Services within 30 days of delivery to arrange a free courier collection. Furniture must be unused and, where possible, in its original packaging.

Please note we are we're unable to accept returns on Made-to-order items; mattresses, divans, headboards. If you need help with a Made - to- order item, please contact Customer Services.

We’ll let you know when your return is on its way back to The White Company – you can track the progress of your return through the link in the return email.

We will notify you via email as soon as your refund has been processed. If you would like to check that your order has been received, please use the tracking provided for your chosen return method.

We'll aim to refund your original payment method within around 10 working days of receiving your return. If you haven't received confirmation of your refund within 14 days of us receiving your return, please contact Customer Services so we can look into it for you. Refund times after we have processed your return may vary depending on your payment provider. 

If you have not received email confirmation that your return has been processed 14 days after returning your items, please contact us on 020 3758 9222 (Monday–Friday 8am to 6pm; Saturday 9am to 5pm; Sunday 10am to 4pm), so we can look into it for you.

We will notify you via email once your refund has been processed. To check whether your item has been delivered to us, please use the tracking options provided by your chosen delivery service.

We cannot currently offer exchanges by post. To exchange an item that was sent to you incorrectly, please take it to your local store, where they will be happy to help. Alternatively, please return the item using our normal returns process, and repurchase the correct item.

Purchases made between Wednesday 14th October 2026 and Thursday 24th December 2026 will be accepted for a refund or exchange (provided a valid receipt or gift receipt is presented) until Saturday 23rd January 2027. Any separate promotional or seasonal returns arrangements will be shown on our website and at the point of purchase where relevant. 

We use ZigZag to manage international returns from EU countries. They'll handle the relevant customs paperwork for you, so you won't need to pay VAT or duty as part of the returns process. Please start your return using our returns tool. 

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, initials, or products sealed for health protection, or hygiene purposes once you have unsealed them.

We're unable to accept the following items unless they're faulty:

Made-to-order or personalised items; toiletries and beauty products where the seal has been broken; mattresses, toppers and protectors once unwrapped; duvets and pillows once sealed packaging has been opened; swimwear without the hygiene strip and tags attached; earrings, for hygiene reasons; electrical items without an intact tamper seal; and ex-display or clearance furniture.

This doesn't affect your legal rights.

You can exchange a gift in store, subject to the item meeting the conditions of our returns policy. If a gift is returned to us for a refund, the refund will be made to the original purchaser using their original payment method. If a gift is faulty, please ask the purchaser to contact Customer Services so we can discuss the best way to resolve it. 

We are very disappointed on the rare occasions our customers receive a faulty item. Make sure you let us know about the fault so we can make sure other items are not affected. If you have identified the fault within 30 days of purchase, please contact us on 020 375 89 222 (Monday to Friday 8am to 6pm; Saturday 9am to 5pm; Sunday 10am to 4pm), or via email on services@thewhitecompany.com to arrange a return (via our normal procedure), exchange, or refund. 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.

We're sorry if you've received a faulty item - please contact us so we can put it right. If the fault is identified within 30 days of purchase, we'll offer a refund, exchange or replacement, depending on the circumstances. If the fault develops after 30 days, please contact us before returning the item. In line with your rights under the Consumer Rights Act 2015, we'll normally look to repair or replace it first. If that isn't possible, we'll discuss the appropriate refund with you. Where we ask you to return a faulty item, we'll cover the agreed return postage or arrange a collection where appropriate. Please take extra care to read our Product Care Information page, or any specific care instructions provided with your purchase.

If a gift you receive is faulty, please arrange for the purchaser to contact us using the above details, and we will order a replacement.

Please provide proof of purchase when returning an item. If an item is faulty and you don’t have proof of purchase, we’ll offer a gift card to the value of its lowest selling price. Without proof of purchase, we can’t offer a refund or exchange on non-faulty items.

For most products bought online, you have a legal right to change your mind within 14 days of delivery under the Consumer Contracts Regulations 2013. Please let us know within 14 days of receiving your order that you wish to cancel and return the item to us immediately. We'll refund the price you paid, together with the cost of standard delivery where applicable, within 14 days of receiving the returned goods back. Some products are excluded from this right, including made-to-order or personalised items and certain sealed goods once opened for health or hygiene reasons. 

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.

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 our standard delivery charge, if you paid for delivery. You will be refunded to the credit or debit card, or other payment method 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: