Returns and Replacements
Returns & Replacements
We want you to love your purchases from White Runway so if that's not the case, just follow the instructions below:
- Please read the below returns policy carefully and ensure your items are eligible for a return,
- Email our After Sales Department at email@example.com for your Returns Authorization (RA) number,
- Complete ALL required details on the Returns Form included in your parcel,
- Pack item(s) in original condition with all tags still attached and the Returns Form included,
- Send to us within 30 days of receiving the package (any items posted after this timeframe will be refused and returned to sender).
FULL PRICED ITEMS
We will happily refund or provide a *store credit for all full priced items in their original, unworn condition excluding:
- Hair pieces,
- Gift boxes,
- Fabric swatches,
- Additional fabric,
- Purchases made during a sale promotion that specified final sale/no refunds.
MADE TO ORDER ITEMS
Made to order purchases with no customisations can be returned for a refund or *store credit, however, please note any rush order fees will not be refunded/credited.
Made to order purchases with customisations are final sale, unless faulty.
Customisations are optional extras during the 'Made to Order process' and are an additional cost. These include but are not limited to custom sizes, custom colors, extra length, bra suitable, sleeve changes, skirt changes, zipper changes, lining changes and additional belts.
Sale items and/or marked down items can be returned for a *store credit ONLY, no refunds unless the item is deemed faulty.
Please note some items are marked as 'final sale' in product descriptions - these include heavily discounted sale items and/or samples and faulty items purchased under the 'Online Sample Sale'. If you return one of these items, delivery will be refused and returned to sender.
* Please note, store credits are valid for 12 months from the issue date and must be used in full on your next order with White Runway. Store credits are not redeemable for cash and any partially used store credits will not be re-issued. All purchases made with a store credit are final and cannot be returned.
Due to products frequently selling out, we cannot process any exchanges. Please place a new order online if you require another size or color.
PROCESSING YOUR RETURN
Return postage costs are the customer’s responsibility and are non-refundable. We recommend returning items through traceable mail, as White Runway cannot issue a refund on items that are not received. Please ensure you hold onto the tracking number until you are notified the items have been received by White Runway.
Once White Runway has received your returned package, all items will be inspected before a refund or store credit is issued. You will be notified via email within 2 business days after the item(s) is received in our Warehouse. Please allow 7-10 business days from then for your refund to revert back into your account.
White Runway reserves the right to deny a return if items are returned used, soiled or damaged in any way. These rejected items will be returned to sender.
- Unless an item is confirmed to be faulty, we regret postage fees and rush fees cannot be refunded.
- Online purchases cannot be returned in store. White Runway showrooms will reject online order returns and will request you mail back your purchase.
- Our orders are automatically processed so we regret that we are unable to make any changes after it has been placed. Cancellations are not accepted.
- Please note pricing on our website is subject to change without notice.
- Orders placed before promotions are not eligible to receive new promotions or discounts. We reserve the right to cancel any order due to unauthorised, altered, or ineligible use of the offer, and to modify or cancel any promotion due to unforeseen circumstances.
Items purchased in a White Runway showroom but are being shipped to you via our online store are subject to the above returns policy.
Items purchased and physically taken from a White Runway showroom are final and cannot be returned for a refund, store credit or exchange.
WE'VE MADE IT EASIER FOR OUR NORTH AMERICAN CUSTOMERS!
For all of our customers in the United States & Canada, we now offer a local returns address, so if you do need to send something back you can avoid expensive international postage costs. For more information please email us at firstname.lastname@example.org.