Returns & Refunds

We want you to love your White Elm purchase! If you're not fully satisfied, you may request a return or exchange on all eligible items within 30 days of receiving your order. Returns and exchanges are free for orders placed with Priority Checkout; otherwise, standard return shipping fees apply. Please note that all Final Sale items(inluding clearance/outlet) are strictly excluded from returns or exchanges.
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.

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

International Returns

For international orders, returns are accepted only for merchandise that is otherwise eligible for return under our standard return policy.

Original shipping charges, duties, taxes, customs fees, and any other import-related charges paid at the time of purchase are non-refundable.

Customers are responsible for all return shipping costs, duties, taxes, customs fees, and any other charges associated with returning merchandise to White Elm. We recommend using a trackable shipping method, as White Elm is not responsible for packages lost or damaged during return transit.

Refunds will be issued for the returned merchandise only, less any applicable fees, once the return has been received and inspected.

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.  

All clearance/outlet items are final sale and not eligible for warranty claims.

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.

Redeemed rewards items or any item received for free cannot be returned or exchanged.

Warranty