Our headquarters and showroom are in Georgetown, Texas, at 113 Cantera Way, Building 5, Suite 500, open Monday through Friday, 9 am to 4 pm. While walk-ins are always welcome, we prefer that you let us know in advance so we can ensure someone is read

<p><style type="text/css" id="isPasted"></style><style type="text/css"></style><span data-sheets-root="1">Our headquarters and showroom are in Georgetown, Texas, at 113 Cantera Way, Building 5, Suite 500, open Monday through Friday, 9 am to 4 pm. While walk-ins are always welcome, we prefer that you let us know in advance so we can ensure someone is ready to assist you.</span></p>

Where can I see the bags in person?

Every bag is designed by our founder, Laura, and our team in Georgetown, Texas, usingcustomer feedback from thousands of reviews.Our products are made by craftsmen in China and the Philippines, at factories that we've spent considerable time getting

<p><style type="text/css" id="isPasted"></style><style type="text/css"></style><span data-sheets-root="1">Every bag is designed by our founder, Laura, and our team in Georgetown, Texas, using<br>customer feedback from thousands of reviews.<br><br>Our products are made by craftsmen in China and the Philippines, at factories that we&apos;ve spent considerable time getting to know and love. Quality is of utmost importance to us, which is why we have chosen to work with factories and suppliers that work with many other designer brands.</span></p>

Where are White Elm bags designed and made?

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White Elm

About White Elm

Do you offer a discount for new customers?

Can I use more than one discount code?

I forgot to enter my discount code. What can I do?

Do you offer discounts for teachers, nurses, military or first responders?

Do you offer Buy Now, Pay Later?

Do you sell gift cards? How do they work?

Can I reuse a Facebook or Instagram code?

How do I contact you, and how fast will you reply?

Do you offer price matching or retroactive discounts?

General

How much is shipping, and when is it free?

When will my order ship?

How do I track my order?

Can I edit or cancel my order?

My shipping address is wrong. Can you fix it?

What is White Elm Priority Checkout?

How do pre-orders and backorders work?

Do you ship internationally?

My tracking says delivered, but I have not received my package.

My package was returned as undeliverable.

I paid for expedited shipping. Why was it late?

I placed a high-value order. Is anything different?

(2026) Will my order arrive in time for the holidays?

Do you offer wholesale or corporate orders?

Orders and Shipping

What is your return policy?

How do I start a return or exchange?

How do instant exchanges work?

How much does a return label cost?

How long until I get my refund, and where does it go?

What does finale sale mean? Can I return outlet items?

I received a damaged, defective or wrong item.

What happens to my rewards points if I return something?

Return conditions in full (the fine print)

I'm having issues using the return portal

Returns and Exchanges

Do you offer a warranty?

What does the warranty cover, and what does it not?

How do I file a warranty claim?

How does warranty claim get resolved?

Do you offer repairs outside the warranty?

I bought on TikTok Shop or another marketplace. Do the same policies apply?

My order arrived damaged, what can i do?

Warranty and Repairs

What is your vegan leather made of?

Will my laptop fit?

Will my water bottle fit in the side pocket?

Should I get the Gemini or the Gemini Mini?

Does the Gemini fit under an airplane seat?

How do I wear the Gemini as a backpack?

How much do the bags weigh?

How do I clean and care for my bag?

Are the bags water-resistant?

What are limited edition releases, and will they be restocked?

Products and Care

Why join White Elm Rewards?

How do points and VIP tiers work?

How do I redeem my points?

How does the refer-a-friend program work?

What are the VIP tier perks for warranty and returns?

Rewards