SHIPPING

Free Shipping / Standard Shipping: Orders ship within 1-3 business days unless the item is on pre-order or backorder.

Expedited Shipping: If your order included expedited shipping, 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.

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.

Delivery dates for expedited shipping are NOT guaranteed. Please check the UPS Service Guarantee and FedEx Service Guarantee page for more information. For weekend delivery, please check FedEx Weekend Delivery page and UPS Weekend Delivery page. Please check USPS, FedEx and UPS service bulletins for any service delays. WHITE ELM IS NOT RESPONSIBLE FOR CARRIER DELAYS.

If you have any special requests regarding your shipping, please contact us at support@shopwhiteelm.com prior to ordering.

We offer free USPS Ground Advantage, FedEx Economy or UPS Ground Economy shipping on all US orders of $150 or more. For orders under $150, there is a flat $5 shipping fee. If you require special shipping instructions to your address, please contact us first at support@shopwhiteelm.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 DHL Express unless another service is chosen. 

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 support@shopwhiteelm.com. We are not able to change your shipping address 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.

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.

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. Some carriers 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 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 support@shopwhiteelm.com right away. 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.

 

Returns & Refunds

We want you to love your White Elm purchase! If you're not fully satisfied, you may request a return or exchange within 30 days of receiving your order. To start your return, please use our RETURN PORTAL.

Once your return is approved, please carefully package your item—ideally in the original shipping box if available—and follow the return instructions provided. Be sure to include your printed return slip in the package. Once your return is received, please allow up to 3 business days for your refund to be processed.

Return Label Costs

Customers who purchased White Elm Priority Checkout at the time of purchase will receive a free prepaid label for one return or exchange.

• All other customers will receive a prepaid label through the return portal and will be responsible for the cost of the return label at the time of request.

Instant Exchanges

We offer instant exchanges for your convenience! When selecting an exchange through the return portal, your new item will be shipped out right away.

• A temporary $1 authorization will be placed on your card to validate the payment method.

• If your original item is not returned within 7 days or does not meet the return policy criteria (see below), your card will be charged for the full price of the exchange item.

Return Requirements

To qualify for a full refund, the returned item must:

• Be shipped back within 14 days of return approval

• Be in new, unused, and undamaged condition

• Include all original packaging and components (e.g., plastic handle covers, hangtags, zipper pull covers, dust bag, all straps, tassel keychain if applicable)

Returns that show signs of wear, use, damage, odors, or are missing original packaging or components will be refused. You will be responsible for providing a shipping label to have the item returned to you. If no label is provided or paid for within 7 days of refusal, the item will be donated or discarded.

Shipping charges, insurance, signature fees, and White Elm Priority Checkout are non-refundable.

Final Sale Items

All clearance/outlet items are final sale and not eligible for return, refund, or warranty claims.

If you have any questions or need assistance with a return over 5 lbs., please reach out to us at support@shopwhiteelm.com.

Damaged/Defective/Wrong or Missing 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.

Carrier Issues

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.

Rewards

If your order earned rewards points, those points will be deducted from your account upon return. If any of the earned points were redeemed for a free product, that item must be returned in its original, unused condition with all packaging included to receive a full refund for your original purchase.