FREE Returns & Refunds
We want you to be delighted with your purchase, but if you are not, you can return any item for free within 30 days, provided the products are returned complete, in perfect condition, unused, unwashed and with their original packaging.
Please note: purchases made online cannot be returned to our concession stores. For returns outside the US mainland (including Canada), please see our International returns policy.
To arrange a postal or courier return, please use our returns tool, which will take you through how to complete your return using your order number and email address. Please note: orders placed after October 1 2022 can only be returned using this method.
How to return (US mainland only)
Free returns
We have moved to paperless returns as we strive to become a greener company.
To arrange a postal or courier return, please use our returns tool, which will take you through how to complete your return using your order number and email address. Please note: orders placed after October 1 2022 can only be returned using this method.
Tracked returns from the US are free.
You will be notified via email as soon as your return has been processed. To check that your order has been received, please use the tracking option provided for your chosen return method.
FAQs
What is your returns policy?
• Returns can be made free of charge from the US mainland (refunds processed within 30 business days)
• Products must be returned within 30 days, in their original condition
• Products cannot be exchanged
• The refund will be for the amount paid, but won't include shipping costs
• To return orders delivered outside of the US (including Canada), please view our International Returns Policy below.
Sales Tax will be refunded for returned items but shipping charges are non-refundable, if applicable. See payment page.
How do I request a returns label?
To request a replacement returns label, please contact our Customer-Service team at 1 866 846 8333 (Monday–Sunday, 7am to 11pm Eastern Time), or via email at: customerservice@thewhitecompany.com
International Returns Policy
If you are from outside the US mainland (including Canada), you must return your purchase, at your own cost, to our warehouse:
Returns Department
The White Company
Cob Drive
Swan Valley
Northampton
NN4 9BB
United Kingdom
What if an item is faulty?
We are always disappointed to hear of rare occasions when our customers receive a faulty item
• If you have identified a fault within 30 days of purchase, you can return your items under our normal returns procedure. Please phone our Customer-Service team if you require a replacement item
• If you identify a fault after 30 days, contact customer services at 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 read our product-specific care information. We cannot accept an item returned as faulty if the appropriate product-care instructions have not been followed
How long will it take for my returns to be processed?
Once your parcel has been received by our team, it can take up to five days to process your return. Returns are dealt with in the order in which they are received.
You will be notified via email has soon as your refund has been processed. To check that your order has been received, please use the tracking provided for your chosen return method.
Please remember it can take three to four days after we have processed a refund payment for it to appear on your credit-card statement.
If you do not receive our email confirmation within 10 days of your order being received at the warehouse, please contact us on 020 3758 9222 (Monday–Friday 8am to 6pm; Saturday 9am to 5pm; Sunday 10am to 4pm) so we can investigate.
Can I return an item given to me as a gift?
An item received as a gift can be returned for a refund, which will be made to the original credit or debit card on which the gift was purchased. To return a gift, you will need to enter the order number and email address of the person who purchased the item, and then contact our Customer-Service team to request a SmartLabel. Alternatively, you can ask the person who purchased the item for the label provided with their parcel.
How much does it cost to return?
All returns are free (from the US Mainland only); 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.
Which items have special returns guidelines?
Certain items are excluded from our returns policy due to hygiene reasons. We cannot accept the returns of the following:
• Earrings
• Lingerie or swimwear where the gusset strip has been removed
• Toiletries or beauty products if the seals have been broken
• Comforters, pillows, mattress protectors, mattress toppers and pillow protectors if the sealed packaging has been opened
