Warranty and Repairs
Do you offer a warranty?
Yes. Every bag purchased from shopwhiteelm.com is covered by a 6-month limited warranty against defects in materials and workmanship, starting on the day your order is delivered. White Elm Rewards members at the Topaz tier receive 9 months, and Emera
What does the warranty cover, and what does it not?
Covered: loose or tearing stitching, zipper and hardware malfunctions, workmanship defects, and material failure, as determined by White Elm.Not covered: water damage; damage caused by a person or animal; cracking in the seal on straps; failure from
How do I file a warranty claim?
Email [email protected] with your order number, a short description of the problem, and clear photos of the defect. We will review it within 24 hours and let you know the next step. Please keep the bag until the claim is resolved, since we may
How does warranty claim get resolved?
Depending on the issue, we will do one of three things: ship a replacement in the same style and color (or another color if that one is no longer available), issue store credit, or cover the cost of repair when the issue is fixable. Warranty replacem
Do you offer repairs outside the warranty?
We don't offer in-house repair services at this time, but you can find replacement straps, strap pads, and XL straps available in our Accessories section. If you need a repair to zippers, stitching, or hardware, we recommend reaching out to a local l
I bought on TikTok Shop or another marketplace. Do the same policies apply?
Orders placed through our official TikTok Shop are fulfilled by White Elm and are covered by the same warranty. Returns for marketplace orders are handled through that platform's return process, not our return portal. Bags purchased secondhand or fro
My order arrived damaged, what can i do?
If your package arrives damaged, please provide us with pictures of the damages and we will assess the situation to resolve any issues. It's important to us that your items arrive in pristine condition and we'll do our best to help here!