Returns & exchangesUpdated a month 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 packaging (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: In order 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 unused and undamaged condition. If the items have signs of wear, use, or damage, you will be subject to a 50% restocking fee. If the item is returned in a condition that is too damaged to resell in any manner, the return will be refused. Shipping charges, insurance, signature deliveries, and shipping warranties are not refundable.

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

We are more than happy to schedule a USPS pickup to make the return convenient for you. Please let us know if you'd like this service.

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.