Once your White Story order has been dispatched, you will receive an email notification via the contact details entered at checkout. This email will include an identification number that will allow you to track the status of your delivery. 

If you are experiencing issues tracking your order, please get in touch with our Customer Care team at shop@whitestory.com.au for assistance. 

We’re sorry to hear thar you’re experiencing an issue at checkout. Please email shop@whitestory.com.au with a description of the issue, we will endeavour to resolve the issue promptly.

If for some reason, you need to cancel your order please contact our Customer Care team as soon as possible at shop@whitestory.com.au.

While we endeavour to promptly resolve all order cancellations or amendments prior to fulfilment, please note that changes or cancellations cannot be honoured once your order has been fulfilled or dispatched. We appreciate your understanding.

To amend your personal details or address information, please get in touch with our Customer Care team at shop@whitestory.com.au prior to fulfilment.

Our team endeavour to accommodate all order changes as best as possible.

We’re sorry to hear that items in your order did not arrive as expected. Please contact our Customer Care team with your order number, a photo of the parcel as received, and a description of the fault or missing items to shop@whitestory.com.au.

If your items were purchased in store, please get in touch with the location directly for assistance. 

Yes, White Story offers domestic and express shipping Australia wide. Orders are typically dispatched within 1-3 days, please allow a grace period for regional orders. 

White Story ships internationally. If your destination of choice is not listed at checkout, please reach out to our Customer Care team at shop@whitestory.com.au to organise direct delivery. For more information about shipping and delivery, click here.

Yes, White Story ships direct to New Zealand. Standard international shipping flat rates apply. Simply select New Zealand under the country dropdown option at checkout.

We're sorry to hear that your destination wasn't available at checkout. White Story offers express and standard shipping world-wide. To organise shipping to your location, please get in touch with our team at shop@whitestory.com.au to organise delivery to your location.

White Story offers free standard delivery for domestic orders over $500 AUD.

From time to time, White Story offers a free delivery promotion for White Story subscribers. To sign up to our newsletter to be notified about exclusive offers, sign up to our mailing list.

Yes, White Story offers in store pick up as an option at checkout. If stock is available at your local store, this will be visible on the product page and at checkout, located under the add to cart button.  

For questions regarding store stock levels, please get in touch with your local White Story directly.  

All White Story gift cards are valid for 3 years from the date of issue.

To redeem your e-gift card, enter your unique ID number at checkout – this is included in your confirmation email. E-gift cards are valid for all online purchases and are not redeemable in store. 

Physical gift cards are available for purchase at all White Story locations. Physical gift cards are redeemable in store only, e-gift cards are available for purchase here.

All White Story credit notes are valid for 12 months from the date of issue, redeemable at all White Story brick-and-mortar locations.

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. 

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 of your purchase. Refunds are not offered for change of mind. In-store purchases cannot be returned online. 

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

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

Gift cards cannot be returned. 

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

Each piece from White Story’s ready-to-wear collection is hand cut and patterned in our Cremorne Studio. Because of this – quantities are often limited.  

While some styles are limited, our Core Collection is consistently available. Discover our Core Collection here for more.   

White Story garments are based on standard Australian sizing – our universal size chart can be found here.  

Detailed fit information for each garment can be found in the description of each product page.  

White Story accepts a variety of credit cards, including Visa, Mastercard, Amex, Unionpay and UCB. White Story also supports Shop Pay, Apple Pay and Google Pay for express checkout. 

White Story has several buy now, pay later services available at checkout – including Afterpay and Humm Pay. Information about these payment methods can be found here.

Yes, in addition to our ready-to-wear collections – White Story also offers a bespoke service for our clients. We offer consultations at our Cremorne Design Studio to help you bring your ideas to life. To learn more about our bespoke service, click here for more.

Our bespoke service offers everything from custom wedding gowns and bridalwear, to custom suiting and occasion-wear.  

White Story also offers a made to order service in existing White Story pieces from current and previous seasons. To enquire about our bespoke service, contact shop@whitestory.com.au.

Our alteration service includes standard hemming, sleeve shortening and adjusting fit. To learn more about our alterations service, visit our page here.

Yes, White Story offers weekly alterations at our Armadale and Sorrento stores. To enquire about an alteration, please contact your closest location directly.

Contact information for all White Story locations can be found here.