Returns & exchangesUpdated 3 months ago

What is your return policy and how do I start a return?

All return requests must be initiated within 30 days of receipt of the item. To initiate a return request please use our RETURN PORTAL. Once the return is approved, please package up your item in the original shipping box (if available) and ship it back using the return instructions given. Please include your name and order number in the package. Once your return is received, please allow up to 3 business days for a refund.  

Please note: To receive a full refund, you must ship the item back within 14 days of return approval and the item(s) must be in the original new, unused, and undamaged condition. All original packaging MUST be intact (plastic handle covers, hangtags, zipper pull covers, dust bag, all included straps, included tassel keychain if applicable, etc.) If the items have signs of wear, use, damage, or odor, or are missing the original packaging or components, the return will be refused and you will be responsible for purchasing a shipping label to have the bag returned to you. We do not cover the cost of shipping refused returns back to you. If your return is refused, you'll need to provide a label to have your items returned to you, or we can invoice you for the cost of a label to ship your items back to you. If we do not receive a label or payment for a label within 7 days of your return being refused, your items will be disposed of or donated to charity. Shipping charges, insurance, signature deliveries, and shipping warranties are not refundable. 

All clearance/outlet items are final sale. No returns or refunds on clearance/outlet items. We do not honor warranty claims on clearance/outlet items.

Return shipping is the responsibility of the customer. A pre-paid label will be offered with your return and the cost will be deducted from your return.

The cost is:

• $4 for packages up to 13oz.
• $12 for packages up to 5lbs. and $8 if returning for store credit
• If you are returning a package over 5lbs., you must purchase your own label or reach out to us at [email protected] for a prepaid label (cost will be quoted at the time of request)

Note for Facebook, Instagram & TikTok Shop Orders: We are not able to debit your return for a pre-paid label. You must pay for your return label in advance or provide your own label. We are not able to issue partial refunds on Facebook, Instagram or TikTok Shop orders, so all items in the order must be returnable AND in their original condition to receive a refund. If part of the order is returned or a restocking fee needs to be applied we will issue store credit in place of a refund, or you may have your items returned to you (return label fee applies).

Shipping costs paid to White Elm at checkout are paid directly to the carrier at the time of shipment. If the carrier misses a delivery date, we are not able to return the shipping costs paid unless the carrier refunds them to us. If the carrier misses a guaranteed delivery date, we will work with the carrier on your behalf to file a claim for reimbursement. If the carrier reimburses the shipping cost to us, that refund will be passed on to you at that time. UPS does NOT offer Saturday or Sunday delivery for any expedited service. Please check USPS and UPS service bulletins for any service delays. WHITE ELM IS NOT RESPONSIBLE FOR CARRIER DELAYS.

The bag I received is defective/damaged/incorrect

If you did not receive the item(s) you ordered or received something different, please reach out to us within 3 days of receipt.

If your item(s) were received damaged or defective, please send a photo of the bag with packaging still attached, the packaging it was mailed in and a closeup of the defect / damage to [email protected] within 3 days of receipt.

White Elm is not responsible for items damaged in transit, however we will work with you and the carrier to file a claim for reimbursement. We highly recommend purchasing the Shipping Warranty at checkout. This will protect you against loss in the event of a damaged package.

Please save all packaging as it will be needed to file a claim.

If you received the wrong item due to your order being incorrectly placed, you will need to return the item and reorder the correct item you wish to have.

How do I make an exchange?

Please use our return portal to process an exchange.

Can I return an item I bought on clearance or in the outlet?

All clearance and outlet items are final sale. We do not offer returns, exchanges, refunds or warranty on outlet items.