Refund policy
Refund & Exchange Policy
REFUNDS:
** Please contact us at info@thewhitecollection.com.au within 48 hours of receiving your order if you believe your item/s are faulty/damaged or if the wrong item/s was received. Please provide photos and any other information that might help explain the fault/issue. **
The White Collection will happily issue a refund on full priced item(s) only if the item(s) purchased is the wrong colour, does not fit or is simply not as expected.
All returns (exchange or refund) must be authorised by our customer service team.
International returns are refund only. If you need a different size or style you will need to return the shoes you have for a refund and reorder the correct size and/or style on a new order.
You will need to contact info@thewhitecollection.com.au prior to proceeding with the return.
The White Collection accepts returns* for a refund or an exchange (exchange offered for Australian orders only) on full priced items only strictly WITHIN 30 DAYS from the date you received your order. Items returned outside this period will not be accepted and will be returned to you at your expense.
Returns will only be accepted for items that are unworn, unmarked, and in an as-new, re-sellable condition. Unfortunately due to hygiene reasons, earrings cannot be returned for an exchange or refund. Our customer service team will gladly send over images of earrings or hair accessories on a real person, to help indicate size and weight if requested.
The White Collection reserves the right to charge up to the full cost of the item(s) if we deem that the accessories or shoes are worn or damaged in any way, or to refuse the refund or exchange if the item(s) cannot be resold at full retail price. In this instance, the item(s) will be shipped back to you at your expense and no refund will be given.
If the soles of the shoes are marked in any way and need to be cleaned in order to bring them back to new condition a $50 cleaning fee will be charged and deducted from your refund or exchange. Our returns department will make contact to notify you of this charge.
SHOES MUST BE TRIED ON WITH CLEAN FEET ON A TOWEL TO AVOID DAMAGE TO THE SOLES AND MARKS ON THE SATIN. PLEASE DO NOT ATTEMPT TO CLEAN THE SHOES YOURSELF.
We do not accept returns on sunglasses. We also do not accept returns on heel stoppers, Shucare waterproof spray or any other shoe products.
If you wish to exchange or refund an item(s) you will need to make sure of the following:
• Contact has been made with customer service who will email instructions for return.
• The item(s) is in its original purchase condition with all of the original packaging, including paper stuffing, tissue paper and shoe dust bag, and is unworn and unmarked.
• The item(s) has not been worn or tampered with in any way.
• The item(s) has all original tags still attached. All paper packaging and dust bag inside the shoe boxes must be returned with the shoes as this is considered part of the item.
*Sale items that are reduced at 50% off RRP or more are considered a FINAL SALE and cannot be returned.
*All other sale items are 3 year store credit only, and are to be returned within 21 days, in as-new condition or in the condition they were received in if the product had a fault that you made aware of.
*Promotional Sale return policy - Full Price items purchased on promotion are eligible for a refund under our normal return conditions. Sale items purchased on promotion are eligible for exchange or store credit only under our normal sale return conditions.
Please take care with your parcel and insure it for its full amount as The White Collection does not refund if the package is lost on its way to our Returns Department.
RESTOCKING FEES
Returns of 3 or more pairs of shoes will incur a restocking fee of $10/pair. This fee applies to separate purchases on different orders. Please contact us before completing your purchase if you are considering buying more than 3 pairs of shoes.
EXCHANGES:
All postage costs for exchanges will be at the expense of the customer. The White Collection will only pay for your return postage if it is agreed that the item(s) you received was marked or damaged.
The item(s) must be returned to us WITHIN 30 DAYS of receipt or it will be returned to you and no exchange will be issued.
Unfortunately due to hygiene reasons, earrings cannot be returned for an exchange. Our customer service team will gladly send over images of earrings or hair accessories on a real person, to help indicate size and weight if requested.
SHIPPING:
Shipping Within Australia:
The White Collection offers FREE standard shipping on all orders over $100 within Australia. In stock orders can be expected to arrive within 4-7 business days from dispatch. Short delays may be expected in peak times and sale periods; this includes Christmas, Easter, Black Friday and all Australian standard public holidays.
We take responsibility for your item(s) from the time it leaves our warehouse until it is delivered to you, at which point responsibility for your item(s) is passed on to you. A signature is required upon delivery. If you’re not home when your purchase is delivered the courier will leave a card letting you know they attempted delivery. Please make sure you arrange to collect your parcel within 4-5 business days, after that your item(s) will be returned to us and will have to be re-ordered. A refund for your purchase amount will be issued back into your account, less a $20.00 shipping fee.
Tracking Orders:
After placing your order, an automated email will be sent to you including a tax invoice/receipt of your order. Once your parcel has left our warehouse, you will receive a subsequent email from us that includes all relevant tracking information in case you wish to track your parcel’s location.
International Shipping:
To arrange delivery to an international country, please email info@thewhitecollection.com.au. All postage charges, customs fees, taxes and duties will be at the expense of the customer.
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