We do our best to ship your order within 1-3 business days unless the item
is on pre-order or back-order. If you
have any special requests regarding your shipping, please contact us at
email@example.com prior to ordering.
We offer free USPS Priority Mail shipping on all domestic orders. Larger orders may also be shipped via FedEx. If you require special shipping instructions to your address, please contact us first at firstname.lastname@example.org.
International orders are shipped via DHL Express and do not qualify for free shipping.
International orders are shipped via DHL Express. All international
rates are quoted SHIPPING COST ONLY at checkout. Duties, fees or taxes will be billed to the customer upon delivery directly by DHL. Transit times are 1-2 business days for Canada and 3-5 business days for the rest of the world.
All data entered by a customer for an order is the
responsibility of the customer. We are not responsible for incorrect
information entered such as name, address, email address, or item
ordered. If you have entered the wrong information and need to change
it, please contact us before your order is shipped at email@example.com.
Please insure your address
is correct when ordering. All orders are sent to the address provided.
If your order is returned to us due to an undeliverable address, we will
refund you the price paid once the package is received by us, minus any
shipping costs we paid on your behalf if your order qualified for free
shipping. If you would still like to have the item you ordered, you must
place a new order with the correct shipping address.
Please ensure your order is being shipped to a secure location. White
Elm is not responsible for lost or stolen packages or contents. Once the
carrier marks the package as delivered, you must ensure the safety of
that item. If you feel your location may not be secure and you would
like to add a signature guarantee or insurance to your shipment, please
contact us before ordering. An additional fee may apply.
You can call your local post office to open an investigation into your missing package and also file a claim for a lost package at the USPS website.
All return requests must be initiated within 30 days of receipt of the
item. To initiate a return request, email us at
firstname.lastname@example.org. 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. You will be refunded using the original
method of payment. If you cannot receive a refund through the original
form of payment please let us know and you will be given store credit.
Please note: In order to receive a full refund, you must ship the item
back and it must be in the original unused and undamaged condition. If
it has signs of wear, use or damage, you will be subject to a 50%
restocking fee. If the the item is returned in a condition that is too
damaged to resell in any manner, the return may be refused. Shipping
charges are not refundable.
Return shipping is the responsibility of the customer. The most cost efficient way to ship a return is through USPS. You can purchase your own shipping, or if you would like a pre-paid lablel, please email us at email@example.com. Pre-paid label cost will be deducted from your return.
We warranty our bags for 90 days from date of purchase against
workmanship defect or material failure. This warranty is not insurance
and does not cover issues such as water damage, damage by a person or
animal, failure as a result of improper use, normal wear and tear, color
fading due to improper cleaning, dirt, grime and stains, fire damage,
or anything unrelated to the quality of workmanship and materials as
determined by White Elm. If you have a warranty issue, please send a
detailed email with your order number and photos of the defect to
firstname.lastname@example.org. We do not honor warranty claims on clearance items.
Canvas Bags: We recommend you apply two coats of fabric protector such as Scotch
Guard to the canvas on your bag prior to use. Spot clean as needed with
mild detergent or stain remover. Do not scrub the colored parts of the
canvas. Do not submerge the bag in water. Use a professional cleaner for
Vegan Leather Bags: Wipe clean with a soft cloth and warm water. Keep the bag out of direct sunlight as much as possible to avoid drying of the faux leather. Use faux leather conditioner regularly.
Microsuede Bags: We recommend you apply two coats of fabric protector such as Scotch
Guard to the microsuede on your bag prior to use. Spot clean as needed
with water mixed with mild detergent. Do not scrub as this could damage
the texture of the fabric. Do not submerge the bag in water. Use a
professional cleaner for difficult stains.