Please see UPS shipping guarantees here:
Free Shipping: Orders ship within 1-3 business days unless the item is on pre-order or back-order.
Expedited Shipping: If your order included expedited shipping, we will ship your order same day if ordered before 11am central time. Orders placed after 11am central time will be shipped the next business day. Pre-ordered items will ship when they become available.
If you have any special requests regarding your shipping, please contact us at firstname.lastname@example.org prior to ordering.
We offer free USPS Priority Mail or UPS Ground shipping on all US orders of $100 or more. For orders under $100, there is a flat $5 shipping fee. If you require special shipping instructions to your address, please contact us first at email@example.com or add your instructions to the 'notes' section during checkout. You also have the option to upgrade your shipping for faster delivery speed at checkout.
International orders are shipped via UPS or 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 the carrier.
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 firstname.lastname@example.org.
Please ensure 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, stolen or damaged packages or contents. If you feel your delivery location may not be secure and you would like to add a signature requirement, please select this option at checkout. An additional fee may apply.
You can call your local post office/UPS to open an investigation into your missing package and also file a claim for a lost package at the USPS or UPS website.
If you remove the shipping warranty at checkout, you are assuming full responsibility if your package is lost, stolen or damaged. All Priority Mail and UPS shipments include $100 of insurance. That is the maximum you can be reimbursed through the carrier if you remove the shipping warranty from your order. If your package was lost, stolen, or damaged, you must report it to us within 3 days of it being marked as delivered or 7 days of the last tracking event.
We strongly recommend that you purchase the White Elm shipping warranty at checkout that will protect you against lost, stolen or damaged packages. If you purchased the warranty and experience a lost, stolen or damaged package, please follow the instructions sent to you in an email after your purchase in order to file a claim. If you experience a lost, stolen or damaged package and the shipping warranty is attached to your order, please DO NOT file a claim with USPS or UPS. Doing so will void your shipping warranty and you will have to seek reimbursement from the carrier. Please reach out directly to us or our shipping warranty partner.
All orders $250+ will be shipped using "signature required" delivery.
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. WHITE ELM IS NOT RESPONSIBLE FOR CARRIER DELAYS.
Please see UPS shipping guarantees here:
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 may 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 $12 for a standard return label and $8 if returning for store credit.
All exchanges will be process on a return & reorder basis.
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 email@example.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 firstname.lastname@example.org 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.