Returns & exchangesUpdated 16 days ago
Returns & Refunds
We want you to love your White Elm purchase! If you're not fully satisfied, you may request a return or exchange within 30 days of receiving your order. To start your return, please use our RETURN PORTAL.
Once your return is approved, please carefully package your item—ideally in the original shipping box if available—and follow the return instructions provided. Be sure to include your printed return slip in the package. Once your return is received, please allow up to 3 business days for your refund to be processed.
Return Label Costs
Customers who purchased White Elm Priority Checkout at the time of purchase will receive a free prepaid label for one return or exchange.
All other customers will receive a prepaid label through the return portal and will be responsible for the cost of the return label at the time of request.
Instant Exchanges
We offer instant exchanges for your convenience! When selecting an exchange through the return portal, your new item will be shipped out right away.
A temporary $1 authorization will be placed on your card to validate the payment method.
If your original item is not returned within 7 days or does not meet the return policy criteria (see below), your card will be charged for the full price of the exchange item.
Return Requirements
To qualify for a full refund, the returned item must:
Be shipped back within 14 days of return approval
Be in new, unused, and undamaged condition
Include all original packaging and components (e.g., plastic handle covers, hangtags, zipper pull covers, dust bag, all straps, tassel keychain if applicable)
Returns that show signs of wear, use, damage, odors, or are missing original packaging or components will be refused. You will be responsible for providing a shipping label to have the item returned to you. If no label is provided or paid for within 7 days of refusal, the item will be donated or discarded.
Shipping charges, insurance, signature fees, and White Elm Priority Checkout are non-refundable.
Final Sale Items
All clearance/outlet items are final sale and not eligible for return, refund, or warranty claims.
If you have any questions or need assistance with a return over 5 lbs., please reach out to us at [email protected].
Damaged/Defective/Wrong or Missing Items
If you did not receive the item(s) you ordered, 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 close-up of the defect/damage to [email protected] within 3 days of receipt.
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.
Carrier Issues
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.
Rewards
If your order earned rewards points, those points will be deducted from your account upon return. If any of the earned points were redeemed for a free product, that item must be returned in its original, unused condition with all packaging included to receive a full refund for your original purchase.
We offer a 6-month limited warranty. Our full warranty information can be found HERE.