Returns & Exchanges

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RETURNS & REFUNDS:

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. 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 support@shopwhiteelm.com for a prepaid label (cost will be quoted at the time of request)

We warranty our bags for 90 days from the date of purchase against workmanship defects or material failures. 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 support@shopwhiteelm.com.  We do not honor warranty claims on clearance 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 closeup of the defect / damage to support@shopwhiteelm.com 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.

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.