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Submitted URL: http://www.thewhitecompany.com/uk/help/returns?&utm_campaign=order_dispatch&utm_source=email&utm_medium=hybris&utm_term=footer/
Effective URL: https://www.thewhitecompany.com/row/help/returns?&utm_campaign=order_dispatch&utm_source=email&utm_medium=hybris&utm_term=footer/&
Submission: On May 27 via api from NL — Scanned from NL
Effective URL: https://www.thewhitecompany.com/row/help/returns?&utm_campaign=order_dispatch&utm_source=email&utm_medium=hybris&utm_term=footer/&
Submission: On May 27 via api from NL — Scanned from NL
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Skip to content Anchor link for top Holiday Shop Orders will arrive in up to 4–14 business days NL (€) Find a Store Help The White Company Link to The White Company's home bedroom bedding bed linen collections duvet covers pillowcases fitted sheets flat sheets bedspreads, quilts & cushions duvets pillows toppers & protectors bedroom furnishings throws rugs cushions bedroom furniture beds & headboards mattresses & divans ottomans & footstools lighting children's bedroom children's bed linen children's furniture & accessories Previous Next SIMPLE PLEASURES: SLEEPING IN LINEN Why sleeping in this fabric feels so incredible Read The Thread SIZE CHARTS Bed linen size chart Cushion Covers, Bedspreads & Throws Size Chart BUYING GUIDES BUYING GUIDES Bed linen Duvets Pillows Bed covers Mattresses home home accessories view all home accessories decorative accessories candle holders vases photo frames mirrors lighting wall art home furnishings cushions throws rugs kitchen & dining view all kitchen & dining tableware & cutlery glassware table linen, placemats & coasters serveware & kitchen accessories mugs outdoor view all outdoor outdoor decorative accessories picnicware garden furniture furniture view all furniture children's furniture living room furniture sofas & armchairs coffee & side tables benches, stools & pouffes cabinets bedroom furniture beds & headboards mattresses & divans ottomans & footstools bathroom towels bath mats bathroom accessories & storage wash bags robes home fragrance view all home fragrance candles diffusers electronic diffusers Previous Next ALFRESCO MEALS TO REMEMBER Some of our favourite editors and experts share their most unforgettable Read The Thread BUYING GUIDES BUYING GUIDES Sustainable glossary How to request fabric samples Furniture in-store clothing new in clothing nightwear shoes & accessories the summer edit linen holiday shop clothing view all clothing jumpers & cardigans tops & t-shirts dresses & jumpsuits coats & jackets loungewear trousers & leggings skirts & shorts jeans swimwear & beachwear nightwear view all nightwear robes pyjamas nightdresses slippers, socks & sleep accessories silk nightwear shoes & accessories view all accessories shoes, sandals & trainers jewellery & hair accessories hats & scarves bags & purses sunglasses & reading glasses menswear view all menswear Previous Next TO THE BEACH Pieces to pack for sun-soaked destinations Read The Thread SIZE CHARTS Women's size chart Women's shoes size chart Men's size chart Nightwear size chart CARE GUIDES CARE GUIDES Fabric care guide Sustainable glossary Linen care guide Trouser Fit Guide candles & fragrance summer scents sicilian orange spa unwind summer vetiver & citron home fragrance view all home fragrance candles diffusers electronic diffusers fragrance oils home sprays fragrance accessories fragrance refills candles view all candles signature candles botanical candles large & indulgence candles gift sets view all gift sets home fragrance gift sets hampers bath & body view all bath & body perfume fragrance collections view all fragrances seychelles lime & bay sea salt Previous Next SUNSHINE SCENTS Fragrance journalist Suzy Nightingale shares the scent notes to transport you Read The Thread FIND THE IDEAL SCENT Explore our scent finder tool CARE GUIDES Caring for candles Caring for diffusers Caring for electronic diffusers Fragrance glossary beauty & spa bath & body view all bath & body bath foams & oils hand & body cream hand wash, soap & cleansing gel perfume shower gel refills bathroom towels bath mats bathroom accessories & storage wash bags robes gift sets view all gift sets bath & body gift sets hampers wellness view all wellness fragrance collections view all fragrances calm sleep nourish spa restore spa escape Previous Next SUNSHINE SCENTS Fragrance journalist Suzy Nightingale shares the scent notes to transport you Read The Thread baby & children gifting gifts for new baby baby gift sets how to choose a new-baby gift the summer edit holiday shop baby & toddler 0-24 months view all baby baby girls' baby boys' unisex newborn baby clothing baby sleepsuits baby sleeping bags baby blankets baby towels & robes baby accessories children's nightwear view all children's pyjamas children's robes children's slippers girls' nightwear (1-12 yrs) boys' nightwear (1-12 yrs) children's clothing girls' clothing (1-6 yrs) boys' clothing (1-6 yrs) children's accessories toys & books view all toys & books jellycat children's bedroom nursery bed linen furniture & accessories Previous Next WHAT TO BUY SUMMER BABIES The presents new parents will appreciate during the warmer months Read The Thread SIZE CHARTS Clothing size chart Shoes size chart BUYING GUIDES Fabric care guide Sustainable glossary gifts father's day view all father's day gifts gifts by recipient gifts for her gifts for new baby gifts for him gifts for mum gifts for girls gifts for boys gifts by price gifts under €40 gifts under €65 luxury gifts gifts by occasion birthday wedding baby shower engagement new home christening gift sets view all gift sets home fragrance gift sets bath & body gift sets hampers gift cards gift cards e-gift cards gift services gift box service corporate gift guide Previous Next A GUIDE TO GOOD GIFTS Ideas to help celebrate life’s milestone moments Read The Thread sale clothing sale clothing nightwear & robes accessories home sale bedroom candles & fragrance home baby & children sale baby & children children's home Previous Next SALE Quality products at reduced prices for you, your home and your family Shop sale Magazine Search Go to Saved Items My Account SIGN IN OR CREATE AN ACCOUNT * For faster checkout * For easier order tracking * To use saved addresses and payment types * To access your Saved Items Sign In Create An Account Track My Order Create A Return Go to My Bag YOUR SHOPPING BAG IS EMPTY Continue shopping RETURNS & REFUNDS We want you to be delighted with your purchase, but if you are not, you can return any item within our returns period, provided the products are returned complete, in perfect condition, unused, unwashed and with their original packaging. We will be happy to make a refund, which will go onto the original payment method used when you made your purchase. We are not able to refund any postage charges unless your item is faulty or damaged – please see below for details. Unfortunately, we cannot offer exchanges for orders placed online. Please return your item/s by post or in store and place a new order. Please provide proof of purchase when returning an item. If you are unable to provide proof of purchase, an exchange or gift tender (gift card or e-gift card) to the value of the lowest-selling price for the returned goods will be offered. If the goods are faulty, a refund will be offered regardless of proof of purchase. Returns from EU country From 1st January 2021, returns from EU countries will be subject to UK VAT (20%) for goods valued at £22 or more and EU customers will now be required to complete customs declarations to import the goods into the UK. In addition, import duty may be payable on goods valued over £135. The White Company pays all import taxes and duties on your behalf. Please contact the customer services team with proof of payment of duty and VAT and we will reimburse you. EU customers will continue to be responsible for paying carrier costs as per the existing return process. 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. return tools HOW TO RETURN RETURNS TO STORE – FREE You can return an item to one of our standalone stores, as long as you have your receipt or order confirmation e-mail. You can also choose to return an item purchased in store to our returns department via Post/Courier (see Returns by courier/post section below). 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. RETURNS BY COURIER/POST 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 1st October 2022 can only be returned using this method. Tracked returns prices vary by country. 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. return tool RETURNING FURNITURE We are now able to resume furniture collection. Our courier, Wincanton, will be following a process designed to keep our customers and colleagues safe. As a result, collections will only be taking place Tuesday–Friday. Only items that do not require disassembling will be collected – if an item was assembled, you will need to take it apart yourself. The item will need to be re-wrapped in the original packaging where possible, and we will make arrangements with you to collect it. Please call our Customer Services Team on 020 3758 9333 (Monday–Friday 9am to 5pm) within 30 days of receipt to discuss the return of furniture items. Under our returns policy, we cannot accept the return of items that have been used or damaged since we delivered them. (Please note, our furniture collection includes mirrors.) The following items cannot be returned unless faulty or damaged: • Ex-display items purchased from store • Items purchased from our Clearance range • Made-to-order items created to specifications • For hygiene reasons, mattresses, toppers and protectors cannot be returned once the packaging has been removed This does not affect your legal rights. FAQS HOW LONG WILL IT TAKE TO PROCESS MY RETURN? 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. HAVE YOU RECEIVED MY RETURN? We will notify you by email once your order has been processed at our warehouse. To check whether your item has been delivered to us, please use the tracking options provided by your chosen delivery service. HOW DO I EXCHANGE AN ITEM? 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. IT’S BEEN LONGER THAN 30 DAYS. CAN I STILL RETURN MY ITEM? If you return an item outside of the 30-day returns period, we will issue a refund in the form of a gift card, which we will email to you. These returns are processed by the Returns team at our Distribution Centre, and can take a few days longer. RETURNS POLICY ITEMS EXCLUDED FROM RETURNS 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. Items that cannot be returned include: Furniture items that have been purchased as ex-display Mattresses, duvets, pillows, mattress protectors, mattress toppers and pillow protectors if the sealed packaging has been opened Toiletries or beauty products if the seals have been broken Lingerie & swimwear if the protective gusset strip has been removed (returns will be accepted if the items still have the protective strip, original tags in place and is unworn) Lingerie briefs cannot be returned due to hygiene reasons Earrings if the seals have been removed RETURNING A GIFT An item that was received by you as a gift can be returned for an exchange or gift tenders (gift cards or e-gift cards). 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. If a gift you receive is faulty, please arrange for the purchaser to contact US on 020 3758 9333 (Monday to Friday 9am to 5pm), or via email on services@thewhitecompany.com, and we will order a replacement. FAULTY ITEMS 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 3758 9333 (Monday to Friday 9am to 5pm), 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. If a fault develops outside of the 30-day return period, or the item is difficult to package and return, contact us using the above details 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. 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 you are unable to provide proof of purchase, an exchange or gift tender (a gift card or e-gift card) 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. 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. 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 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 the 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 three to five 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. RELATED CONTENT Help Delivery Information Size Charts Track your order WAYS TO GET IN TOUCH Contact us Find a store FREE STANDARD DELIVERY ON ORDERS OVER €65 WE PAY ALL IMPORT AND TAX DUTIES ON YOUR BEHALF PREMIUM GIFT-BOX SERVICE DON’T MISS OUR LATEST UPDATES Be the first to know about new products, events, and offers. Email Address Sign Up By choosing to sign up, you will join our mailing list. You can opt out at any time. The White Company Link to The White Company's home For nearly 30 years, we’ve believed in making the most of life’s simple pleasures. 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