Returns and Replacements
Returns & Replacements
We want you to love your purchases from White Runway so if that's not the case [subject to the exclusions below]:
(a) STANDARD ORDERS
White Runway accepts returns on online orders within 30 days of the delivery date (unless faulty).
All standard, non-custom made orders can be returned for a full refund, store credit, or an exchange. Store credit is valid for 12 months and must be used in full on your next order with White Runway. This credit is not redeemable for cash and any unused credit will become invalid after use or upon expiry unless otherwise stated. All exchanges and orders placed with store credit are final. US orders cannot be exchanged and can be refunded only.
This excludes made to order purchases from the following designers which can only be returned for a 50% restock fee:
Dessy Ranges (Dessy Collection, Alfred Sung)
Goddess By Nature
Custom colour Jadore Gowns
Custom Order Pia Gladys Perey Gowns
Menswear Accessories i.e. Ties, Bowties and Pocket Squares
(b) CUSTOM ORDERS
Any custom orders can be returned for a 50% restock fee within 30 days of receiving your order (unless faulty). Custom orders are any orders made in a custom colour, length, style and size (4 & 18+).
Sale items and/or marked down items can be returned for store credit ONLY, no refunds unless the item is faulty. One-off samples strictly cannot be returned, they are final sale.
Please note that unless the item is faulty, the following items will not be accepted back for an exchange, store credit or refund:
(a) Items that have been worn, damaged or altered from their original condition;
(b) Jewellery, gift boxes and underwear including spanx and Bras for hygiene reasons; and
(c) Showroom orders where customers have the opportunity of seeing and trying on dresses in the showroom with assistance from our experienced Stylists.
(d) Items purchased in our 'Extra 30% Off Sale Items' promotion.
(a) POSTAGE AND FEES
Unless an item is confirmed to be faulty, we regret postage fees and rush fees cannot be refunded. Return postage costs are the customer’s responsibility.
Our orders are automatically processed so we regret that we are unable to make any changes or to your order after placement. Cancellations are not accepted. Please refer to our returns policy on our website.
(c) FAULTY/DAMAGED ITEMS
All our dresses are checked by our quality control team before they are dispatched. However, if your dress arrives damaged or faulty, please contact us immediately and we will resolve this for you promptly!Please be advised that we do not accept return drop offs and our online department is not open to the public. Online purchases cannot be refunded in store.
LOCAL RETURNS FOR UNITED STATES 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. All returns must be processed through our returns team, and we are unable to accept returns in our Showroom or Office. All returns are processed via email.
To make a return, please email our after-sales department at email@example.com and ensure you can say YES to the following:
1. Your order has no customisations (custom colours, sizes and customisations)
2. Your order was delivered within the last 30 days
3. Your item has all tags attached and is in it's original, resellable condition.
Please include your order number, return item and reason for return and we will respond with an RA Number. Once your return is received they will be quality checked and you will be notified of returns processing times. Thank you!
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 unauthorized, altered, or ineligible use of the offer, and to modify or cancel any promotion due to unforeseen issues.