Placing an Order
► Do I need to set up an account to place an order?
Yes, you will need to register with us in order to shop online. This makes shopping with us easy and fast. If you previously shopped with us without an account, you will need to register with us the next time you shop - it only takes a few moments to enter your information. All of your details will be saved securely in 'My Account' for you to amend at any time. If you need help registering your account, feel free to call our Customer Care team on 020 3752 5360.
► What if I've forgotten my password?
Whilst on the 'Login/Register' section of our homepage, enter your email address into the required field. You will receive an email prompting you to create a new password. Once this is done, you can then use that new password to edit your account, place orders and leave product reviews.
► Why can't I sign into my account?
If you are having problems signing in to your account, please make sure you are entering the correct email address and password for your existing account (sounds obvious but we're always getting ours wrong).If you are still experiencing problems, try resetting your password (see the question above).If you have tried the above and are still having difficulties, contact our Customer Care team on 020 3752 5360.
► How do I make a purchase?
Once you have found the item(s) you wish to purchase, select the colour and size and select 'Add to Bag'. When you are ready to complete your order, click on the 'view bag' option if you'd like to see an order summary, or click 'buy now' to access the checkout more quickly - these links are visible at the top right of your screen. If you already have an account registered with us, you may be asked to login, and then proceed to the 'Checkout'.
If you're shopping with us for the first time, you will need to register as a new customer and tell us your name, email address and delivery address so that we know where to send your order. Ensure that all of your address, order and payment details are correct and select 'Order Now'.
If you have any questions on this process, or have any difficulties placing an order, please give our Customer Care team a call on 020 3752 5360.
► Which payment methods does White Stuff accept?
You can pay online in a completely secure environment with Visa, Mastercard, Maestro , Visa Delta, PayPal or a White Stuff Gift Card.
Prices include 20% VAT. We reserve the right to alter prices.
► Does White Stuff accept PayPal?
Yes, PayPal is available as a secure payment method for our online shop. Please note that when selecting to pay with PayPal, payment for your order will be processed instantly. Any refunds on PayPal orders will only be refunded to the original PayPal account. Unfortunately, it is not possible to arrange exchanges for any orders placed through PayPal, only refunds.
► Is it safe to use my credit card online at White Stuff?
Very. Our online shop uses the very latest encryption technology (SSL) to ensure that your transactions with us are completely private and protected as they travel across the internet. When you proceed to make your purchase, your browser makes a connection to the secure section of our website. Your browser will show a padlock in the bottom right corner to indicate that it has made a secure connection and depending on your browser a window may pop-up to notify you that you are entering this safe area.
In addition, our site uses secure payment technology which gives you peace of mind when shopping online. This means that you may see some additional checks taking place when you are ordering with your credit or debit card. If you experience problems with payment, please double-check your card details with your bank. If you continue to experience issues, please call our Customer Care team on 020 3752 5360.
► Can I change my shipping address after my order has been sent out?
Computer says no. Once an order has been despatched, the delivery address cannot be changed. This is because your order has already been packed and may have already left our warehouse.
If you have moved house and want to receive the parcel on its way to your old address, try contacting your local Post Office to organise a redirection.
If you are not at the specified delivery address when delivery is attempted, the courier will leave a 'while you were out' card. This will give you the information you need to collect your parcel, or have it redelivered elsewhere.
► Can I order over the phone?
Yes, can order over the phone by calling 020 3752 5360. Our Customer Care team will be happy to help.
► How will I know you received my order and when will the payment be deducted?
You will receive an order confirmation email within 12 hours of your order being placed. If you have not received this email, then please check your junk mail folder. If you have any problems, just call our Customer Care team on 020 3752 5360.
If you have chosen to pay with a credit or debit card, payment for your order will be taken when the order is despatched. If you decide to pay by PayPal or a White Stuff Gift Card, payment for your order will be processed at the time the order is placed.
► When we send your order, will I get a despatch confirmation email?
When we send your order, you will get a despatch confirmation email. If there are any problems with your order, we will contact you.
► How do I redeem a discount or special offer?
You can redeem your discount or special offer during the 'checkout' process when placing an order on our website.
The second step of this process will ask you to enter a promotional code in the supplied field. Once you've chosen 'Update', then the promotion/discount will be automatically applied to the order.
We do not allow for more than one promotion to be applied to any one order.
► I've forgotten my order number. How can I find it?
You can view your order history in the 'My Account' section. All of the orders you placed on our our website viewable here, along with the order numbers.
We also send an order confirmation email to the address your account is registered to. This email includes your order number too. If you have any questions, please contact our Customer Care team on 020 3752 5360 or email email@example.com
► Can I add items to an existing order?
No. If you give our Customer Care team a call on 020 3752 5360, we'll be happy to place a new order for the additional item(s).
► Can I cancel an order once it has been placed?
The people at our warehouse package your parcel and aim to send it out as quickly as possible. Because they're so speedy, sometimes it may not be possible to cancel your order. Get in touch with our Customer Care team if you have any questions.
If your order has already been despatched, you can return it within 10 working days of receiving your item(s). Just use the free returns label which is attached to your delivery note.
► Can I redeem White Stuff gift cards online?
Yes, White Stuff Gift Cards can be redeemed online, over the phone and in our shops. If you have an old-style paper gift voucher you will be able to redeem this in any of our shops but unfortunately not online.
► How can I order Gift Cards?
You can buy gift cards online, in our shops or via our Customer Care team - call 020 7735 8133
► I want an item, but it is sold out is there any chance I can still get one?
We're really sorry that we have sold out of the item you wanted. If the item is not displayed on our website, then we have sold out online. Contact our team on 020 3752 5360 or email firstname.lastname@example.org
if you would like us to see if your nearest White Stuff shop has one available.
All items must be collected from the White Stuff shop because, at the moment, they cannot post items to you. We have plans to change this soon.
► What does 'Low in Stock' mean?
'Low in Stock' means that there are less than three of that item in our warehouse.
We cannot guarantee that any 'low in stock' item will be despatched. This might be because we take lots of orders at the same time.
► When will I know if a 'Low Stock' item is going to be sent to me?
If the item(s) are not available, we will send you an email to tell you, and we will place the item on backorder for you.
If we know that the item is not available and we know we won't be getting any more back in, we will cancel the item from your order and send you an email to confirm this.
Otherwise, the item will be included in your parcel and we will send a 'despatch confirmation email'.
► What does it mean when an item I've ordered has been 'backordered'?
It means that we did not have any of your item in stock when the order was placed, but we may be getting some more back in.
If your item was ordered on a status of 'Low Stock' and has since been backordered, we will keep it on backorder for 3 weeks. After this time, we will update you on the status of the item.
If you ordered an item that we knew was delayed and we put it on backorder, we will send you an email when it has been despatched.
► Why can't I find the product I'm looking for?
This is because the item you are looking for is either out of stock, or has not arrived yet.
If you have any questions, please call our team on 020 3752 5360 or email email@example.com
► 20th December 2013 - Angora wool update?
20th December 2013
White Stuff does not condone animal cruelty.
We currently use Angora wool in some of our accessories and clothing ranges and we are confident in our supplier certification and subsequent investigation which has assured us of their compliance with the ethical sourcing of the Angora wool we use.
However, in response to recent customer concern, we have decided to cease all production using angora, as we look to replace this with innovative, sustainable and ethically sourced alternatives.
► How much is delivery?
Standard UK + Highlands & Islands (3-5 working days) = £3.95, free on all orders over £50
Express (next working day, order by 8pm; midday on Sundays) = £6.95
Express before 1pm (next working day, order by 8pm; midday on Sundays) = £7.95
Saturday (order by 8pm on Friday) = £9.95
Delivery to EU countries = £8.00
Delivery to the rest of the world = £12.00
*Please note that deliveries to the Channel Islands incur an £8.00 delivery charge.
► How long will delivery take?
Standard + Highlands & Islands:
usually between 3 - 5 working days, but we say it may take up to 10 working days in case there are any delays. If your order hasn't arrived after 10 working days, please call our Customer Care team on 020 3752 5360 or email them, firstname.lastname@example.org
if your order is placed before 8pm, it will be delivered between 7am and 7pm the next working day.
Express before 1pm:
if your order is placed before 8pm, it will be delivered before 1pm the next working day.
If your order is placed after 8pm, it will be delivered between 7am and 7pm within 2 working days.
If your order is placed on Friday, then it is most likely that is will be delivered on Monday between 7am and 7pm. Some Post Offices run a Saturday service. As not all of them do, we cannot guarantee any Saturday deliveries.
place your order by 8pm the Friday before. If you miss the delivery, you will be able to arrange an alternative date and time with the courier (you won't have to wait until the following Saturday to receive it).
Please note that Express delivery is not available to the Scottish Highlands & Islands, Northern Ireland and other non-mainland UK postcodes as follows:
Delivery to EU countries:
• Scottish Highlands: AB30-38, AB44-56, FK17-99, G83, IV1-28, IV30-39, IV52-54, IV63, KW1-14, PA21-33, PA34-40, PH18-26, PH30,PH31-41, PH49-50, HS1-9, IV40-51, IV55-56, KA27-28, KW15-17, PA20, PA41-49, PA60-78, PH42-44, ZE1-3
• Channel Islands: JE1, JE2, JE3, JE4, JE5, GY1, GY2, GY3, GY4, GY5, GY6, GY7, GY8, GY9, GY10
• Isle of Man: IM1, IM2, IM3, IM4, IM5, IM6, IM7, IM8, IM9, IM86, IM87, IM99
• Isle of Wight: PO30, PO31, PO32, PO33, PO34, PO35, PO36, PO37, PO38, PO39, PO40, PO41
Will take 3 to 6 working days and will be delivered by the national postal service in the destination country. For example; La Poste in France.
Delivery to Rest of World:
Will take 5 to 8 working days and will be delivered by the national postal service in the destination country. For example; USPS in the USA.
► Has my order been sent yet?
When we despatch your order, we will send a 'despatch confirmation email' to the email address which your account is registered to.
If you have not received this email after three working days of your order being placed, please call our team on 020 3752 5360 or email them at email@example.com
► Can I track my order?
No. Unfortunately we can only give confirmation once your parcel has been delivered.
Please see the above section 'How long will delivery take', for delivery time frames. If your order has not arrived after 10 days, please call our team on 020 3752 5360 or email them, firstname.lastname@example.org
If your order is being sent outside of the UK, we cannot trace its whereabouts at any stage.
► Do I need to sign for my order?
All orders being delivered within the UK are sent on a 'Recorded Signed For' service. Therefore, all parcels will need a signature upon delivery.
Please ensure you enter the delivery address where you will be around to sign for the delivery.
► What do I do if there's something wrong with my order?
If your order is not exactly what you hoped it would be, please call our team on 020 3752 5360 or email us at email@example.com
► Does White Stuff ship to multiple addresses?
Computer says no. Sorry. You must allocate one delivery address. If you want certain items to go to different addresses, we suggest placing two separate orders with different delivery addresses.
Please call our Customer Care team on 020 3752 5360 or email firstname.lastname@example.org
if you have any questions about this.
► How does White Stuff ship to BFPO addresses?
You can select the BFPO option from the 'country' drop down box when you enter your billing/delivery address.
We despatch the parcel to the address that is specified. The parcel will be intercepted by the postal service and sent to a secure British Forces sorting office.
Your order may be delivered to the administration office within your command post.
► Which countries does White Stuff NOT ship to?
We don't currently send orders to the following destinations:
• Czech Republic
• Ivory Coast
• Sierra Leone
• South Africa
Unfortunately we cannot offer free returns outside of mainland UK. If you wish to return your order (or part of it) then you will need to pay postage.
► How long do I have to make a return?
Our standard returns period is within 30 days of receipt, however we extend this for the Christmas period and all purchases made online or in White Stuff shops during November and December can be returned up 'til the 31st January in the new year for a refund or exchange.
Returning items is a free service which does not affect your statutory rights. Simply send your purchase to us (unworn and in the original condition with all tags intact) using the free returns label enclosed with your order. We will refund the delivery charge if the return date is less than 10 working days from despatch date.
► Where do I send my returns?
You should receive a free returns label with your order. Please stick your label to the front of your returns package and take it to your local Post Office. This will ensure that your return finds its way to us, and that you do not have to pay for the postage.
Please remember to keep the Proof of Postage Certificate. If your parcel gets lost on the way back to us, we will need to obtain a copy of this to issue a refund/exchange.
► I've lost my free returns label, what do I do?
If you have lost your free returns label/form you can download one here to print at home. Please try and print in colour if you can, this will help to speed up the processing of your return at our Distribution Centre.
Please ensure that you include the following information when you return your order:
- • Your name & full address
- • Contact telephone number
- • Order number
- • Name of item
- • Reason for returning/description of fault
- • Whether you would like an exchange or a refund
You can use any packaging to return items to us.
If you need any further assistance, call our Customer Care team on 020 3752 5360 or email email@example.com
► How do I return an item?
Complete the tear-off returns form which was included with your order (at the bottom of your despatch note). Once complete, just stick your free returns label to the front of your parcel, and take it to your nearest Post Office. Please remember to keep the Proof of Postage Certificate. If your parcel gets lost on the way back to us, we will need to obtain a copy of this to issue a refund/exchange.
► How do I exchange an item?
Complete the tear-off returns form which was included with your order (at the bottom of your despatch note). Once we've received your returns, we will sort out the exchange for you.
► Can I return/exchange an item which was given to me as a gift?
You may return or exchange an item which was purchased for you as a gift, as long as you have the original despatch note and returns form. Our normal returns/exchange policy applies.
We cannot return or exchange items purchased from one of our shops or from an independent stockist online.
Once we receive your return, the refund value will be issued to the person who paid for the item(s).
If there is a difference in price (money to be refunded), this refund will be issued to the person who paid for the goods.
If there is a difference in price (money to be charged), we will need to take payment from the gift recipient.
We have a legal obligation to notify the bill payer in all cases of returned or exchanged gifts. Sorry!
► Will I be refunded the full value of my order?
You will be refunded for the item(s) that you return, at the price that you paid for the item.
Once refunds have been processed and you have received the refund confirmation email, the transaction may take 3-5 working days to show up on your statement.
Please note that refunds onto your credit/debit card may display in multiple transactions. For example, each item refunded separately.
Unfortunately, it is not possible to arrange exchanges for any orders placed through PayPal, only refunds.
► Have you received my returns?
Returns may take up to 14 days to be returned to us, and processed within our warehouse. Unfortunately, we cannot trace parcels which are on their way back to us.
Once we have processed your returns/exchanges, we will send you a refund confirmation email advising the action that we have taken.Once we have processed your returns/exchanges, we will send you a refund confirmation email advising the action that we have taken.
If you have not received this email after 10 working days, please call our team on 020 3752 5360 or email them at firstname.lastname@example.org
► Can I return my web/phone order to one of your shops?
Yes we offer this in all White Stuff shops with the following exceptions:
• Concessions(John Lewis, House of Fraser etc)
Orders that have been paid by PayPal cannot be refunded in shops, they need to be returned to us in the post.
► Can I return items I bought in a White Stuff shop online?
No. Shop-bought items can only be returned to any of our UK shops.
► Can I return an item purchased with an independent stockist online?
No. If you purchased a White Stuff item from an independent stockist, the return must go back to the shop that is was purchased from. This includes any faulty returns.
► What is 'More Ways to Shop'?
We have launched some free, fast, flexible ways to shop. There are new delivery and returns options designed to make shopping at White Stuff even simpler.
1. Click and collect - Shop online and have your order delivered free to your local shop. Handy! This option is free when you choose to have it delivered with Standard Delivery.
2. Return to shop - Shop online and return free to your local shop if it's not quite right. Remember to take your dispatch note with you when you go. NB. If you bought something on our website, and paid using Paypal, then we will only be able to offer you an exchange or gift voucher if you choose to return to a shop.
3. Order in shop - If you can't find what you're looking for in your local shop, speak to a shopkeeper - they can order it for you. You can arrange to have your order delivered to your home or local shop. It's nice to have options. Unfortunately we cannot offer Saturday Delivery with this service.
If you would like more information about More Ways to Shop, visit our delivery and returns section or contact our Customer Care team on 020 3752 5360 or email email@example.com
► Which shops offer this service?
The 'More Ways to Shop' service is now available in all white stuff shops with the following exceptions:
What do these services cost?
• Concessions (John Lewis, House of Fraser etc)
For 'Click and Collect' and 'Order In Shop': Standard delivery (within 3-5 days) free, Express delivery (next working day for orders received after 8pm) £3.95
Express Delivery is available on orders we receive before 8pm the previous working day. Express orders placed after 8pm on Friday may not be delivered until the following Tuesday.
All orders will be delivered to shops during shop opening hours.
If your order is delayed, you'll receive notification via text or email (and we will refund the delivery charge).
Your local white stuff shop will hold your order for 14 days - after this we will return it to our warehouse and refund you. If you're unable to collect it within that time, please contact our Customer Care team on 020 3752 5360.
You will need to bring your White Stuff email confirmation and a valid form of I.D. (passport, driving licence or credit card) to collect your order. Return to shop is a free service.
► Is my personal information kept private?
All the information you share with us is secure, private and confidential. At no point will we share your personal information without your consent.
To register an account with us, we will need to know your name, mailing address and email address. To process credit card orders online we also require your billing address, shipping address, telephone number, credit card number and expiration date.
► How do I sign up for White Stuff emails?
► How do I get a White Stuff magalogue?
We now have an online version of our magalogue - have a read
If you live in the UK and want to receive our next magalogue through the post, please visit Fetch Me A Magalogue and fill in your details - we'll send one over.
Alternatively, give our team a call on 020 3752 5360 or email them at firstname.lastname@example.org
► Does the order value include VAT?
For all orders being shipped to GB or mainland Europe, 20% VAT is included in the price of all items.
If your order is being posted from outside of the EU, the 20% VAT rate will be deducted from each individual item purchased.
► How can I find out about White Stuff offers & discounts?
To find out more about our current White Stuff offers & discounts, click here
► How do I leave a review?
We really value your opinion - tell us what you think by leaving a review! You can also comment on reviews written by other customers, and share what you've written on Facebook, too.
Anyone can leave a review (in 50 words or more) and as long as it follows some simple rules we'll publish it on the website.
You'll need to be logged into the site to leave us a review. You don't have to have bought the product online but you will need to have an online account with us.
You can tell us how much you 'heart' the product, and whether you thought it was good value, great quality and the perfect fit.
Let us know if you'd recommend it to a friend!
► Why can't I see my review on the website?
Firstly, it can take up to 72 hours for a review to be published - we like to have a read before we put them online for all to see!
We're open-minded, and will usually publish your reviews whether they are good, bad or indifferent.
There are just a few reasons why your review might not have been published.
• You said a naughty word - reviews with swearwords or profanity will be declined.
• Offensive comments - we won't post reviews with really offensive comments.
• Competitors - reviews promoting or mentioning competitors won't be allowed (sorry Boden!).
• Not relevant - reviews that aren't actually talking about the product won't go up (there's a special section on the site where we can chat).
We reserve the right not to publish a review for other reasons too, but we will try our best to publish for all to see.
► Can I post pictures with my review?
Yes! You could even post a picture of you wearing your new bit of White Stuff. You can actually post up to six photos per review.
► Can I post videos with my review?
Yes, you can share a YouTube video (easy to send from a smartphone or digital video camera). Just choose a nickname for yourself. This will be shown on our website along with your review, so make it as unique as you are. Don't use your real name or your email address - your nickname will be saved so that the next time you write a review, we'll know who you are.
We'll ask you a few more things, if you'd like to share!
If you'd like us to let you know when your review has been posted on the site, just tick the box next to 'Please send me an email when my review is posted'. We can also send you a quick email if another customer comments on your review, so tick the box for this too, if you'd like to know what other people are saying.
You can also tell us all about your White Stuff shopping experience and whether you would recommend us to a friend. We won't show this information on the web, but our customer service teams will see it.
Share your review on Facebook - if you would like your friends to see what you've written just tick the box and we'll do the rest.
► How do I comment on a review
You can add a quick comment to any review you've spotted on the site. Why not have a chat with someone else about the product you've just bought?
You'll need to have logged into the site to write a comment, and the same rules apply.
If you'd like to, you can also add photos and video to your comment.
Let us know whether you'd like to be notified when your comment goes live, and whether you'd like to post your comment on Facebook.
Once submitted, your comment will be checked over and go live as soon as possible (we give a maximum waiting time of 72 hours, but it will usually be much quicker than this!)
► How do I ask a question about a product (or leave an answer to somebody else's)?
If you'd like to ask a question about any of our products, you will find a 'Q&A' link on the page. You can also answer questions that other customers have posted.
You'll need to be logged into the site to ask or answer a question. If you don't already have an account with us, then registration is quick and easy.
Regardless of whether you are asking or answering a question, you can add photos or a YouTube video to illustrate your point.
► What is a Gift Card?
A Gift Card
is a great alternative to giving a cash gift. It's a credit-card sized plastic card that replaces our paper Gift Vouchers.
► Does my Gift Card come with a Card and Envelope?
Yes, each Gift Card comes with a presentation Card & Envelope, and at certain times of the year we will offer a choice of Cards.
► How much do Gift Cards cost?
Gift Cards can be bought for any amount from £10 to £250. If you buy your Gift Card online or through our Customer Care team, a delivery charge of £1 is applied for UK deliveries and £2 for overseas. If you order a Gift Card alongside other items, the appropriate delivery charges will apply. Please note that gift cards are dispatched separately when ordered alongside other items.
► How long is my Gift Card valid for?
Your Gift Card is valid for 12 months from the date of purchase, subsequent top-up, or use against the purchase of an item, whichever is the most recent, otherwise it will expire and you won't be able to use it.
► Can I use my Gift Card more than once?
Yes. For example, you may have some balance remaining on the Gift Card after buying something for less than the total value loaded onto the card, or you can choose to top-up the Gift Card balance as many times as you want, provided the balance doesn't fall to zero.
► Where can I buy and use my Gift Card?
Our Gift Cards can be purchased and redeemed at any White Stuff shop in the UK or Guernsey (excluding White Stuff concessions in John Lewis and other department stores) online
at whitestuff.com/gift-card-prodgiftcard_multi or via our Customer Care team on 020 3752 5360.
► If the amount on my Gift Card isn't enough to cover the total value of my purchase, can my Gift Card be used as part payment toward the total?
Yes, you can use your Gift Card as a part payment and pay any remaining amount by cash or with a personal debit or credit card in shops, or with debit/credit card or PayPal online.
► Can I purchase a Gift Card with Click and Collect?
No. When you order a Gift Card online, it can only be delivered to your personal address and not to one of our shops. Of course, if you do make a Click and Collect order, you can always purchase a Gift Card when you collect your delivery from our shop.
► Can I still use paper Gift Vouchers?
Yes you can still use a Gift Voucher that hasn't expired, but only in our shops - unfortunately you cannot use these online. You'll find the expiry date written on your Gift Voucher. If you use a Gift Voucher in a transaction where the transaction is less than the amount on the Gift Voucher, any change due will be put onto a Gift Card.
► Can I use Gift Vouchers to pay for Gift Cards?
No, this is not possible but you can convert any Gift Vouchers you may have to one of our Gift Cards.
► I have several Gift Cards with varying amounts on can I combine them onto one Card?
Yes, take them into one of our shops and we will happily combine them for you.
► Can I use a discount code to buy a Gift Card?
No, this is not possible.
► Can I get a refund if the Gift Card is no longer wanted?
We cannot offer refunds on Gift Cards, unless they are bought from our website, in which case you may ask for a refund within 14 days of the original purchase date. Please read our Terms and Conditions.
► If I'm owed change from a purchase using a Gift Card, can I get the change back in cash?
Any remaining balance will be left on the Gift Card for you to use next time you shop with us.
► I have a brand new Gift Card and haven't spent anything yet, but it won't work?
Please call our Customer Care team on 020 3752 5360.
► I've lost or damaged my Gift Card, can I get it replaced?
If you registered your Gift Card with us, then please contact our Customer Care team on 020 3752 5360.
► I've used my Gift Card to buy an item, but I want to return it. Can you refund the amount back onto my Gift Card?
Yes. Take the item, your receipt and your Gift Card into one of our shops. If you bought the item online please return the item to our warehouse using the returns label enclosed with your order.
► How do I know how much money is left on my Gift Card?
In our shops, once you've made a purchase, you'll be given a till receipt that will show you your opening and closing balance. You can also ask your shopkeeper to print a receipt that will show your Gift Card balance. Online, you'll see the balance on your card when you apply it to your purchase at checkout.
► Are there any restrictions on the types of products I can buy with my Gift Card?
You cannot purchase another Gift Card with a Gift Card - please see our Terms & Conditions for more details.