In the instance that you may need to return one of your items, the following terms and conditions apply to all purchases made in one of our stores. 

Full priced items purchased in stores are eligible for a credit or exchange only within 14 days from purchase. Refunds are not offered for change of mind. In-store purchases cannot be returned online. 

RETURNING GARMENTS

Goods must be returned unworn, in original condition and with all tags attached. Proof of purchase must be provided.

RETURNING FOOTWEAR

Use our easy to follow checklist below before returning your order, to ensure your refund or exchange will be awarded: 

1. Ensure your items are eligible for a return.
2. No visible marks to the leather soles or leather upper and insole
3. Only try on your shoes on carpet, as hard flooring will leave marks
4. Include all original packaging, including the shipping packaging
5. Ensure your return request is submitted within 14 days of the initial purchase
6. Any returns that do not meet the requirements of our returns policy, will not be accepted and no refund awarded.

SALE ITEMS

Sale items purchased in stores are final sale and not eligible for a return unless required by Australian Consumer Law. 

GIFT CARDS

Gift cards cannot be returned. 

Please note, White Story reserves the right to reject returns that do not comply as per our returns policy. 

In the instance that you may need to return one of your items, the following terms and conditions apply to all purchases made online at whitestory.com.au. 

Full priced items purchased online are eligible for a refund, credit or exchange within 14 days of dispatch. If you require a refund on a full price item, your purchase must be sent back to our warehouse for processing. Unfortunately, we cannot offer online returns or exchanges in store.  

RETURNING GARMENTS

Goods must be returned unworn, in original condition and with all tags attached. Proof of purchase must be provided. 

RETURNING FOOTWEAR

Use our easy to follow checklist below before returning your order, to ensure your refund or exchange will be awarded: 

1. Ensure your items are eligible for a return.
2. No visible marks to the leather soles or leather upper and insole
3. Only try on your shoes on carpet, as hard flooring will leave marks
4. Include all original packaging, including the shipping packaging
5. Ensure your return request is submitted within 14 days of the initial purchase
6. Any returns that do not meet the requirements of our returns policy, will not be accepted and no refund awarded.

RETURNING SWIM

We accept our swimwear be returned in new condition with tags and liners intact for refund, store credit or exchange. The return shipping cost is at your expense. 

Please note that returns and exchanges will only be considered within 15 days of you receiving your order. To request an exchange or refund you must contact us by email within 15 days of receiving your order at shop@whitestory.com.au with subject line "refund” or “exchange” and the following details:

1. Your full name
2. Email
3. Phone number  
4. Order number and proof of purchase. 
5. The garment you wish to return or exchange and, if applicable, the design and size you wish to exchange your garment with. 
6. Photos of the garment you received. 

Once we have received your request as outlined above, we will advise you by email if a exchange or refund is approved. 

If we approve your refund or exchange, the original product must be returned to us within 5 days of you receiving our email notifying you that you are eligible. 

The shipping cost to the return the products back to us must be paid by you. When your original purchase is received back by us, subject to quality check and approval, we will issue you a refund (less 10% restocking fee) or store credit or in the case of an exchange, at our cost, ship the replacement product back to you at the original shipping address you provided. 

Products returned for exchange must be in brand new, original condition with all tags still attached and the hygienic label and swing tags intact. Garments must not have been worn, washed or altered or show any signs of wear. Every garment has a swing tag attached reading "Returns will not be accepted once this tag is removed". Once this swing tag has been removed, the  garment is no longer able to be returned. The garment must also be returned with the packing slip. The returned products are to be neatly folded and returned within the original packaging, including the garment bags shipped with your order. 

If you are requesting a return the garments must not have been used in photography shoots, social media posts, commercially or for personal gain. 

 You will be liable for shipping costs for products returned to us outside of the time period specified above or in breach of the conditions outlined in this Return Policy. 

FAULTY SWIM PRODUCTS

We offer a full refund, credit or replacement, where stock is available, if a product arrives in a faulty condition. We will also consider partial or full credit, or replacement, where stock is available, if your new C.DESIGN garment is faulty with limited use.

If you believe a product is faulty please contact us by email within 3 days of receiving your order or the product showing signs of fault at shop@whitestory.com.au with the subject line “faulty” and the following details:

1. Your full name
2. Email
3. Phone number  
4. Order number and proof of purchase.
5. Explanation of what is faulty (which garment is faulty and what the fault is).
6. Photos of the faulty product to be assessed by our team.
7. Your preference of a refund, credit or replacement, where stock is available. 

Once we have received your request as outlined above, we will advise by reply email if you are eligible to return the product and/or receive a full or partial credit. Eligibility for faulty product returns and credit is at our sole discretion and subject to Australian Consumer Law. 

If we request a faulty product be returned to us, we will arrange shipping at our cost. It must be sent back to us by you within 5 days of receiving our email notifying you that you are eligible for a return.  

Products received faulty must be returned in brand new, original condition with hygienic label and swing tag intact and must not have been worn, washed, or altered. Every garment has a swing tag attached reading "Returns will not be accepted once this tag is removed", once this swing tag has been removed, the garment can only be returned for full or partial credit if it is faulty and returned with limited use, at our sole discretion. Any returned products are to be neatly folded and returned within the original packaging, including the garment bags shipped with your order. 

Please note, we do not offer refunds, credit or replacements for general wear and tear, neglect, or failure to use in accordance with care instructions, including accidents. Please read the washing instructions carefully to ensure the longevity of your garment.

SALE ITEMS

Sale items purchased online cannot be returned. We do not offer refunds, credit notes or exchanges on any sale items purchased online unless required by Australian Consumer Law.  

GIFT CARDS

Gift cards cannot be returned. 

Please note, White Story reserves the right to reject returns that do not comply as per our returns policy. 

To initiate your return, please contact shop@whitestory.com.au with the reason for your return. A member of our team will be in touch with confirmation once this has been received. Using the original order packaging, post your items to 48 Kelso Street, Cremorne, VIC, 3121.

For additional peace of mind, we recommend returning your items with a traceable postal service and keeping note of your tracking information. 

Please note, White Story is not liable for the loss of garments during the return process and we do not cover the cost of shipping for items being returned. 

Upon receiving your returned items you will receive a confirmation email with approval of your refund. 

Your refund will be credited to the original payment method used at checkout. 

Please note that refunds may take up to 10 working days to be credited to your account upon receiving confirmation, depending on your bank provider. 

 

For customers who reside outside of Australia, customs duties and sales taxes are non-refundable through White Story however, you may be able to recover these by contacting your local customs bureau directly.