Returns and Exchanges
What is your return policy?
If you are not fully happy with your bag, you can request a return or exchange within 30 days of receiving your order. Items must be new, unused, and in their original packaging with all components. Outlet and clearance items are final sale.Start you
How do I start a return or exchange?
1. Open the Return Portal and enter your order number and email or zip code.2. Choose the item and whether you want a refund, store credit, or an exchange.3. Print the return slip and label that the portal provides. Pack the bag carefully, ideally in
How do instant exchanges work?
When you choose an exchange in the return portal, we ship your new item right away instead of waiting for the original to come back. A temporary $1 authorization is placed on your card to verify the payment method; it drops off on its own. Send the o
How much does a return label cost?
If you purchased White Elm Priority Checkout with your order, one return or exchange label is free.Otherwise, the return portal provides a prepaid label and shows the label cost, which is charged when you request the return. The cost of your prepaid
How long until I get my refund, and where does it go?
We process refunds within 3 business days of receiving your return. Your bank or card issuer then typically takes 1 to 3 business days to post it. Refunds go back to the original payment method; if you paid with a gift card or store credit, the refun
What does finale sale mean? Can I return outlet items?
Final sale means the item cannot be returned, exchanged, or refunded, and is not covered by our warranty. All outlet and clearance items are final sale, and they are marked as such on the product page and at checkout. If you are unsure about a color
I received a damaged, defective or wrong item.
We are sorry about that, and we will make it right. Email [email protected] within 3 days of delivery with your order number and three photos: the bag with its packaging still attached, the box or mailer it arrived in, and a close-up of the pr
What happens to my rewards points if I return something?
Points earned on the returned item are deducted from your account when the refund is issued. If you redeemed points for a free product on that order, the free item must also be returned new and unused with its packaging to receive a full refund.
Return conditions in full (the fine print)
To qualify for a full refund, a returned item must be requested within 30 days of delivery, shipped back within 14 days of return approval, and arrive in new, unused, and undamaged condition with all original packaging and components: plastic covers,