Your returns choices
Looking to return something? You'll find out how to do it in this section.
Changed your mind?
Sometimes, something you buy isn't quite right. Our returns policy entitles you to return items within 30 days of purchase or receipt (including sale). In addition for goods bought online you have certain cancellation rights, see Right of Cancellation for further details. For returns of items purchased in Outlets see Outlets.
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.
Once we have received your returned goods we will provide you with a full refund for the amount you paid, see Refunds.
Please note if you're returning something to us, you must take reasonable care of it when it's with you. Otherwise we may have to release the hounds...
In addition, for goods purchased online or by telephone, you have rights to cancel your contract under the “Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013” to protect people who buy online and want to cancel their orders. To find out how to cancel your order, please click here.
If the goods are faulty you have certain statutory rights under the Consumer Rights Act 2015. You have 30 days from the date of receipt to reject the goods and obtain a full refund. Goods can be returned to us in store or by post as set out in this Returns Policy. If goods are not rejected within 30 days but are found to be faulty within 6 months from the date of receipt you will be entitled to either a repair of the product or a replacement.
How to return goods purchased in store
If you would like to return something bought in our shops, please return to any White Stuff store (excluding Outlets) for an exchange or refund. If possible, please return any tags and packaging at the same time. You will need to bring your receipt or other proof of purchase and original payment card where applicable. Please note the person who owns the original payment card must be present for the return to be made.
How to return your order placed online / telephone
If you would like to return something you ordered online or by telephone, you can do so by using your returns label which you'll find at the bottom of the despatch note provided with the goods. You can either send your order back to us using the returns label originally enclosed (see Return by post below) or you can return it to your local (participating) store (see Return to local store below). If possible, please return any tags and packaging at the same time.
Returns by post
If return your order by post, please use the Returns Form provided on the dispatch note (if lost, see Lost Returns Form). Returns within mainland UK are free of charge. If you wish to return your order (or part of it) from overseas (unless faulty) then you will need to pay postage.
If you are returning shoes or boots, we request that you return them in their original box and pack them as securely as possible to avoid them becoming damaged in transit. Thanks, we appreciate it!
Always ask for a 'Proof of Posting' certificate when posting stuff to us as we cannot be held responsible for goods that get lost in transit (your statutory rights are not affected). We recommend you keep your proof of posting safe, just in case.
Using the Returns Form and pre-printed address label provided, send to:
- White Stuff Returns
- Leicester DC
- Plot 4
- Thorpe Way
- LE19 1SU
Lost Returns Form
If you have lost your free returns label 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, contact our Customer Service Team by email at email@example.com.
Questions about you order
If you want to write to us regarding any queries about your order, returns or refunds, please email our Customer Service Team at firstname.lastname@example.org.
Return to your local shop
You can return your goods to selected White Stuff shops for a refund or exchange. You will need to bring your dispatch note, a valid form of I.D. such as a passport, driving licence or credit card and the original payment card where applicable. Please note the person who owns the original payment card must be present for the return to be made.
If you return your whole order within 7 working days of receiving it, we will also refund your delivery cost (where applicable).
This returns service is currently available in all White Stuff shops with the following exceptions:
- White Stuff St. Pancras Gift Shop
- All White Stuff Outlet shops - Braintree, Bridgend, Gloucester, Portsmouth, Spalding, Street, Swindon, York
- All White Stuff shops in Germany
- White Stuff Guernsey
- All White Stuff Concession locations (John Lewis, House of Fraser etc)
How to exchange something
If you want to swap an item, please make sure you specify the colour and size you'd like. Refunds can only be credited back by the original payment method - i.e. onto the same credit card you used or by gift card if you paid that way.
If you return an item paid for by PayPal through the post unfortunately we cannot offer an exchange, we can only refund you. You can return orders that have been paid for by PayPal to our shops for an exchange or refund to an alternative debit or credit card.
We do not pay for the return postage of overseas items.
You will be refunded for the item(s) that you return, at the price that you paid for the item.
We examine all goods returned to us and will process any refund to which you may be entitled as soon as possible. We will contact you as soon as possible if there is an issue with your return that may prevent or delay a return or exchange from being processed. 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.
Refunds are usually processed using the same method originally used by you to pay for your purchase. Exchanges will be shown on your account as a refund of the original product and a purchase of the new product, so you will see these as two transactions on your account.
If you have purchased products as part of a promotional offer or discount, the refund will be adjusted to reflect any failure to meet the original promotional requirements as a result of returning the product.
In the case of faulty goods, we will also refund to you any reasonable costs of returning the product where these have been incurred, which for the avoidance of doubt will be at the prevailing Post Office rate of second class postage or local equivalent.
Returned gift items still have to be refunded to the original purchaser. If you want to swap or return your gift, we can't keep it a secret from the person who bought it for you!
Gift Cards: Where a product purchased wholly with a Gift Card is returned, supported with the transaction receipt, the price paid will be refunded onto a new Gift Card.
If a refund is made for a purchase using a Gift Card combined with another method of payment, provided the original transaction receipt is produced, the refund will be split across a new Gift Card and the balance via the original payment method (debit/credit card or cash). If the original transaction receipt isn't presented, refunds will only be made onto a new Gift Card at the current value of the product at the time of the return.
Gift Cards purchased online are subject to the Financial Services Distance Selling Regulations and the original purchaser may obtain a refund within 14 days of delivery by contacting our Customer Care Centre on 020 3752 5360. We are unable to refund you for the purchase of a Gift Card through our shops or website.
Our returns policy entitles you to return items purchased from a White Stuff outlet within 14 days of purchase or receipt. If you would like to return something bought in our Outlets, please bring in to any Outlet for an exchange or refund. If possible, please return any tags and packaging at the same time. You will need to bring your receipt or other proof of purchase and original payment card where applicable.
Please note that for hygiene reasons, we are unable to accept returns of underwear or earrings unless faulty, and we can only accept swimwear returns if the hygiene strip is still in place. Your statutory rights are not affected.
Once we have received your returned goods we will we will provide you with a full refund for the amount you paid, see Refunds.
Questions about you order
If you want to write to us regarding any queries about your order, returns or refunds, please email email@example.com or call us on 020 3752 5360.