Free Shipping / Standard Shipping: 

  • Orders ship from our Leander, TX based warehouse within 1-3 business days unless the item is on pre-order. 
  • We offer free USPS Ground Advantage or UPS Ground Economy shipping on all US orders of $150 or more. For orders under $150, there is a flat $5 shipping fee. 

Expedited Shipping:

  • If you select expedited shipping at checkout, we will ship your order the same day if ordered before 11 am central time. Orders placed after 11 am central time will be shipped the next business day. Pre-orders will be shipped when they become available. 
  • Delivery dates for expedited shipping are not guaranteed. 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.
  • 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 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.

Special Requests: If you have any special requests regarding your shipping, please contact us at prior to ordering or add your instructions to the 'notes' section during checkout.

International orders: All international orders are shipped via DHL Express. 

Incorrect Shipping Information & Undeliverable Addresses:

  • All data entered by the customer is the responsibility of the customer. We are not responsible for incorrect information entered such as name, address, phone number, 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 We are not able to change your shipping address or item of choice after your order ships.
  • 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 the billed amount for the return shipping by the carrier. If you would still like to have the item you ordered, you must place a new order with the correct shipping address. Shipping costs are not refundable.

Lost / Stolen / Damaged Packages:

  • 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 would like to add a signature requirement, please select this option at checkout. An additional fee may apply.
  • If you did not add the shipping warranty at checkout, you can call your local post office or 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. 
  • 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 which will protect you against lost, stolen, or damaged packages. If you purchased the warranty and experienced a lost, stolen, or damaged package, please reach out to us at right away. Please DO NOT file a claim with the carrier directly. Doing so will void your shipping warranty and you will have to seek reimbursement from the carrier. Please reach out directly to us for a resolution.



Return Requests:

  • 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: 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 new, unused, and undamaged conditionAll original packaging MUST be intact (plastic handle covers, hangtags, zipper pull covers, dust bag, all included straps, included tassel keychain if applicable, etc.) If the items have signs of wear, use, damage, or odor, or are missing the original packaging or components, the return will be refused and you will be responsible for purchasing a shipping label to have the bag returned to you. We do not cover the cost of shipping refused returns back to you. If your return is refused, you'll need to provide a label to have your items returned to you, or we can invoice you for the cost of a label to ship your items back to you. If we do not receive a label or payment for a label within 7 days of your return being refused, your items will be disposed of or donated to charity. Shipping charges, insurance, signature deliveries, and shipping warranties are not refundable. 

Outlet Items: All outlet items are final sale. No returns, refunds, exchanges or warranty on outlet items.

Return Shipping: 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 for a prepaid label (cost will be quoted at the time of request)
  • Facebook, Instagram & TikTok Shop Orders: We are not able to debit your return for a pre-paid label. You must pay for your return label in advance or provide your own label. We are not able to issue partial refunds on Facebook, Instagram or TikTok Shop orders, so all items in the order must be returnable AND in their original condition to receive a refund. If part of the order is returned or a restocking fee needs to be applied we will issue store credit in place of a refund, or you may have your items returned to you (return label fee applies).

Incorrect or Missing Item(s): If you did not receive the item(s) you ordered or received an incorrect item, please reach out to us 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.

Damaged / Defective Item(s): 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 within 3 days of receipt

Warranty: We offer a 90-day limited warranty. Our full warranty information can be found HERE.

 white elm return exchange