FAQs
Brexit Update
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Will I need to pay import duties when ordering from a European country?
No. We will cover the cost of any potential import duties and taxes for goods delivered within the European Union.
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Are there any delivery delays due to Brexit?
We are working hard to avoid this, however there are some delivery delays. Our current delivery time to Europe is up to 35 working days.
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Have product prices been raised due to Brexit?
No, our product prices have remained the same. All import duties and taxes for goods delivered within the European Union are included in the product price.
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Will there be returns delays due to Brexit?
We have improved our returns process to make it even easier for you. It even allows you to track your return. We are doing our best to process your return as soon as possible. Due to additional safety measures there can be some delays. Please allow us up to 21 days processing time for your refund.
Placing an order
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Do I need to set up an account to place an order?
No, you can use our 'Guest Checkout' option if you would prefer not to set up an account with us, but we'll offer you the option of setting up a password when you confirm your order if you change your mind. 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 contact one of our Customer Service Team by email at customercare@whitestuff.com.
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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.
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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 Service Team by email at customercare@whitestuff.com.
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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 'checkout' button to view your shopping bag. Here you can review your order before proceeding to the next step where you can log in to the site if you have an account, or use the 'Guest Checkout' option.
To place an order, we'll need your delivery and billing address, and once you've selected your delivery option and provided your payment details, click 'confirm order'.
If you have any questions on this process, or have any difficulties placing an order, please give our Customer Service Team a call on 020 3752 5360.
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Which payment methods does White Stuff accept?
You can pay online in a completely secure environment with Visa, Mastercard, Maestro , Visa Debit, PayPal or a White Stuff Gift Card.
Prices include 20% VAT. We reserve the right to alter prices.
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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.
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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 contact our Customer Service Team by email at customercare@whitestuff.com.
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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.
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Can I order over the phone?
Yes, of course you can order over the phone by calling 020 3752 5360 and our lovely Customer Care team will be happy to help.
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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, contact our Customer Service Team by email at customercare@whitestuff.com.
Please note that your order may be subject to additional security checks.
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.
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Will I get a despatch confirmation email when my order is on its way?
As soon as your order is winging its way to you, you'll get a despatch confirmation email. If there are any problems with your order, we will get in touch.
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How do I redeem a discount or special offer?
You can redeem your discount or special offer when viewing your White Stuff shopping bag. In the 'Order Summary' section click 'Enter a Promotion Code' and then in the box that appears, type in your code exactly as provided and click 'Apply'.
If you have another code that is eligible to be used, you can repeat this step. The promotional discount will be applied to your order.
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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 Service Team by email at customercare@whitestuff.com.
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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).
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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.
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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.
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How can I order Gift Cards?
You can buy gift cards online, in our shops or via our Customer Care team - call 020 3752 5360
Stock/Products
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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 Customer Service Team by email customercare@whitestuff.com 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.
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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.
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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'.
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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.
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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 contact our Customer Service Team by email at customercare@whitestuff.com.
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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.
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What does 'Limited Collection' mean?
If you see the 'Limited Collection' badge on any product, this indicates that it's only available through our website or our shops in Bluewater, Edinburgh or over the phone via our Customer Care team.
Delivery
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How much is delivery?
Please see our delivery page for details of our delivery prices and services.
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How long will delivery take?
Please see our delivery page for details of delivery times.
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Has my order been sent yet?
When we despatch your order, we will send an email to the address provided when placing the order (either your login email address or the address provided during 'Guest Checkout').
If you have not received this email after three working days of your order being placed, please contact our Customer Service Team by email at customercare@whitestuff.com.
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Can I track my order?
For orders being shipped to the UK mainland, you can view tracking information in the 'My Account' section.
Please see the above section 'How long will delivery take', for delivery time frames. If your order has not arrived after 15 days, please contact our Customer Service Team by email at customercare@whitestuff.com.
Unfortunately if your order is being sent outside of the UK, we cannot trace its whereabouts at any stage.
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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 your autograph on delivery.
Please ensure you enter a delivery address where you will be around to sign for the delivery.
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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 contact our Customer Service Team by email at customercare@whitestuff.com.
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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 contact our Customer Services Team by email at customercare@whitestuff.com if you have any questions about this.
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How does White Stuff ship to BFPO addresses?
Use our address finder to look up your BFPO address when selecting your 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.
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Which countries does White Stuff NOT ship to?
We don't currently send orders to the following destinations:
- Algeria
- Belarus
- Bulgaria
- Cameroon
- Croatia
- Czech Republic
- Estonia
- Georgia
- Ghana
- Hungary
- Indonesia
- Ivory Coast
- Kazakhstan
- Latvia
- Lithuania
- Malaysia
- Malta
- Montenegro
- Nigeria
- Poland
- Pakistan
- Romania
- Russia
- Senegal
- Sierra Leone
- Slovakia
- Slovenia
- South Africa
- Sudan
- Swaziland
- Taiwan
- Tanzania
- Turkey
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In which areas is Express delivery not available?
Please note that Express delivery, Express pre-1pm and Named Day Delivery services are not available to the following UK postcodes:
Channel Islands: JE1, JE2, JE3, JE4, JE5, GY1, GY2, GY3, GY4, GY5, GY6, GY7, GY8, GY9, GY10
England: CA1, CA10, CA12, CA14, CA16, CA2, CA4, CM0, NR21, NR22, NR23, NR24, NR25, NR26, NR27, NR28, NR29, PE31, PE32, PE33, PE34, PE35, PE36, PE37
Isle of Man: IM1, IM3, IM4, IM6, IM8, IM9
Isle of Wight: PO30, PO31, PO32, PO33, PO34, PO35, PO36, PO37, PO38, PO39, PO40, PO41
Isles of Scilly: TR21, TR22, TR23, TR24, TR25
Northern Ireland: BT1, BT10, BT11, BT12, BT13, BT14, BT15, BT16, BT17, BT18, BT19, BT2, BT20, BT21, BT22, BT23, BT24, BT25, BT26, BT27, BT28, BT29, BT3, BT30, BT31, BT32, BT33, BT34, BT35, BT36, BT37, BT38, BT39, BT4, BT40, BT41, BT42, BT43, BT44, BT45, BT46, BT47, BT48, BT49, BT5, BT51, BT52, BT53, BT54, BT55, BT56, BT57, BT6, BT60, BT61, BT62, BT63, BT64, BT65, BT66, BT67, BT68, BT69, BT7, BT70, BT71, BT74, BT75, BT76, BT77, BT78, BT79, BT8, BT80, BT81, BT82, BT9, BT92, BT93, BT94
Scotland: AB10, AB11, AB12, AB13, AB14, AB15, AB16, AB21, AB22, AB23, AB24, AB25, AB30, AB31, AB32, AB33, AB34, AB35, AB36, AB37, AB38, AB39, AB41, AB42, AB43, AB44, AB45, AB51, AB52, AB53, AB54, AB55, AB56, DD1, DD10, DD11, DD2, DD3, DD4, DD5, DD6, DD7, DD8, DD9, DG1, DG10, DG11, DG12, DG13, DG14, DG16, DG2, DG3, DG4, DG5, DG6, DG7, DG8, DG9, FK1, FK10, FK11, FK12, FK13, FK14, FK15, FK16, FK17, FK18, FK19, FK2, FK20, FK21, FK3, FK4, FK5, FK6, FK7, FK8, FK9, G83, HS1, HS2, HS3, HS4, HS5, HS6, HS7, HS8, HS9, IV1, IV10, IV11, IV12, IV13, IV14, IV15, IV16, IV17, IV18, IV19, IV2, IV20, IV21, IV22, IV23, IV24, IV25, IV26, IV27, IV28, IV3, IV30, IV31, IV32, IV36, IV4, IV40, IV41, IV42, IV43, IV44, IV45, IV46, IV47, IV48, IV49, IV5, IV51, IV52, IV53, IV54, IV55, IV56, IV6, IV63, IV7, IV8, IV9, IV99, KA1, KA10, KA11, KA12, KA13, KA14, KA15, KA16, KA17, KA18, KA19, KA2, KA20, KA21, KA22, KA23, KA24, KA25, KA26, KA27, KA28, KA29, KA3, KA30, KA4, KA5, KA6, KA7, KA8, KA9, KY1, KY10, KY11, KY12, KY13, KY14, KY15, KY16, KY2, KY3, KY4, KY5, KY6, KY7, KY8, KY9, KY99, PA1, PA10, PA11, PA12, PA13, PA14, PA15, PA16, PA17, PA18, PA19, PA2, PA20, PA21, PA22, PA23, PA24, PA25, PA26, PA27, PA28, PA29, PA3, PA30, PA31, PA32, PA33, PA34, PA35, PA36, PA37, PA38, PA4, PA41, PA42, PA43, PA44, PA45, PA46, PA47, PA48, PA49, PA5, PA6, PA60, PA61, PA62, PA63, PA64, PA65, PA66, PA67, PA68, PA69, PA7, PA70, PA71, PA72, PA73, PA74, PA75, PA76, PA77, PA78, PA8, PA80, PA9, PH1, PH10, PH11, PH12, PH13, PH14, PH15, PH16, PH17, PH18, PH19, PH2, PH20, PH21, PH22, PH23, PH24, PH25, PH26, PH3, PH30, PH31, PH32, PH33, PH34, PH35, PH36, PH37, PH38, PH39, PH4, PH40, PH41, PH42, PH43, PH44, PH49, PH5, PH50, PH6, PH7, PH8, PH9, TD1, TD10, TD11, TD12, TD13, TD14, TD15, TD2, TD3, TD4, TD5, TD6, TD7, TD8, TD9 Shetland: ZE1, ZE2, ZE3 Wales: LD1, LD2, LD3, LD4, LD5, LD6, SA62, SA63, SA64, SA65, SY18, SY19, SY20, SY23, SY24, SY25
As a result you will not be offered these services at the online checkout when your delivery address is to one of these postcodes.
Returns
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.
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How long do I have to make a return?
You to return all or part of your orders to us with full price items within 30 days and sale items within 14 days of purchase or receipt and we’ll refund the value of the goods to you.
We’ve extended our returns policy for Christmas. If you buy something on or after 31st October 2022, you've got until 22nd January 2023 to return it.
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How do I return an item?
Unfortunately we cannot offer free returns outside of the UK. If you wish to return your order (or part of it) from overseas then you will need to pay postage
The good news is we now offer a number of returns options for international customers. The actual services available to you will depend on the country you are sending from.
Please note all returns must now be booked through the portal so they can clear customs and be processed by White Stuff. Failure to do so will prevent parcels from reaching us and therefore we would not be able to issue a refund.
Manage it all at https://www.whitestuff.com/global/return/
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Can I return an item which was given to me as a gift?
You may return an item which was purchased for you as a gift, as long as you have the original despatch note. Our normal returns policy applies.
We cannot return 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).
We have a legal obligation to notify the bill payer in all cases of returned gifts. Sorry!
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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.
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Have you received my returns?
Returns may take up to 14 days to be returned to us, and processed within our warehouse.
Our fancy new returns process now allows you to track the progress of your return online and see when it’s back in our hands. Simply go to https://www.whitestuff.com/global/return/, select your returns option and enter the order number and delivery postcode. Your returns history will be shown at the bottom of the screen. Just click the returns reference number and you will see the tracking bar at the bottom.
Once we have processed your return, 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 contact our Customer Service Team by email at customercare@whitestuff.com.
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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:
- White Stuff Outlet shops - Braintree, Bridgend, Gloucester, Portsmouth, Spalding, Street, Swindon, York
- White Stuff shops in Germany
- White Stuff Guernsey
- White Stuff Concession locations (John Lewis, House of Fraser etc)
Orders that have been paid by PayPal can be returned to our shops for an exchange or refund to an alternative credit or debit card.
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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.
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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.
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Are there any items I can't return?
Please note that for hygiene reasons, we are unable to accept returns of face coverings, underwear, earrings or sets containing earrings unless faulty, and we can only accept swimwear returns if the hygiene strip is still in place. Your statutory rights are not affected.
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Will I need to pay import duties when ordering from a European country?
No. We will cover the cost of any potential import duties and taxes for goods delivered within the European Union.
Shopping Made Easy
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What is 'Shopping Made Easy'?
It's our free, fast, and flexible shopping service, designed to make shopping at White Stuff even simpler.
- Free Delivery - Spend over £30 and standard delivery is on us*
- Free Click & Collect - Order by 8pm for free next working day delivery to your local shop*
- Get it Faster - Order by 8pm Mon-Thurs (midday Sunday) for next working day delivery*
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Which shops offer this service?
The 'Shopping Made Easy' service is now available in all white stuff shops with the following exceptions:
- Copenhagen
- Germany
- Guernsey
- UK and International Concessions (John Lewis, House of Fraser etc)
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What do these services cost?
'Click and Collect' orders delivered FREE to a White Stuff shop on the next working day, if you place your order before 10pm. Orders received after 10pm will be delivered in 2 working days, but after 10pm on Friday will be received on 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.
General
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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.
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How do I sign up for White Stuff emails?
Enter your email address into the 'Email Sign Up' section on the bottom of our website's homepage.
If you have any questions, contact our Customer Service Team by email at customercare@whitestuff.com.
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How do I join the family?
Sign up here to the Join The Family and be the first to hear about our lovely new arrivals before anyone else.
We’ll keep you in the loop about exclusive offers, shop events, sale alerts and exciting competitions we think you might like via emails or through the post.
Want more info on Joining the Family? Drop our friendly Customer Service Team an email at customercare@whitestuff.com.
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Does the order value include VAT?
VAT is included in the price of all items where applicable. There is no VAT reduction for items being shipped to International destinations.
Reviews & Feedback
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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 can rate the product using our star system and tell us whether you thought it was good value, great quality and the perfect fit.
Let us know if you'd recommend it to a friend!
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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.
- You mentioned the price - any reviews mentioning the cost of the item won’t be published.
- Offensive comments - we won't post reviews with really offensive comments.
- Competitors - reviews promoting or mentioning competitors won't be allowed (sorry Boden!).
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.
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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.
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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.
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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.
If you'd like to, you can also add photos and video to your comment.
You'll need to provide an email address so that we can verify your comment. We'll send you a quick email and once you confirm, your comment will be submitted.
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 speedier than this!)