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). We’ve extended our Christmas returns policy. Shop on or after 15th October 2020 – Return by 15th January 2021. That’s one thing less to worry about. 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 our shops
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 or if ordered after the 12th October 2020 there is no label - visit returns.whitestuff.com – you will need your order number and delivery postcode. You can also 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 you have a free label, stick it on your parcel and drop it at your local post office. If you do not, please click here and choose to drop off at one of 4,500 Hermes drop off locations (Hermes ParcelShop link) or book a home collection.
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.
Lost Returns Form
Ordered after the 12th October 2020
There is no label - visit returns.whitestuff.com – you will need your order number and delivery postcode.
- Select the item(s) to return and choose a reason e.g it’s too big or doesn’t suit you.
- Choose to drop off at one of 4,500 Hermes drop off locations (Hermes ParcelShop link) or book a home collection.
- A free returns address label and QR code will be generated.
- Print the label and attach it to the package. Or take your package and QR code to a Hermes drop off locations where they will scan it and print the returns label for you.
Ordered before 12th October 2020
and 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 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:
- 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)
We get it, sometimes something’s not quite right but don’t worry, we’ve made our returns simple and FREE from anywhere in the UK.
We aim to process returns within 7 working days but please bear with us, and if your refund hasn’t been received after 14 days please contact us at email@example.com.
Unfortunately for hygiene reasons, we cannot 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.
We’ll let you know as soon as possible if there is an issue with your return that may stop or delay it being processed by us.
Due to the current situation, things are taking just a little bit longer at the moment, but we’re working hard to make sure your returns are processed as quickly and safely as possible.
Please note, during these busy times 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.
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 returns.whitestuff.com 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.
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!
We want to deliver the best possible service to you as safely as possible so we’re keeping any returns quarantined for 72 hours before going back on sale. Please do not hesitate to contact us via email on firstname.lastname@example.org if you have any questions.
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.