Delivery & Returns

Shipping

We start to process orders once the drops have closed. We then strive to dispatch all orders within 21 days of the drop closing.

Please bear in mind that processing and delivery time frames are estimates as global delays out of our control can cause delivery to take longer than expected. Order delivery time also depends on shipment courier and destination.

Please allow 24 hours for your tracking number & shipping label to update.

Do you ship worldwide?

No. We currently only deliver within the UK.

To be kept updated when we launch elsewhere, please sign up to our mailing list.

Cancellations

Should you change your mind about your order, you have up until 1 hour after order placement to cancel the order by emailing us on: support@ thewhitesuri.com

Returned to Sender/Refused Packages

Orders refused or deemed undeliverable will be returned to The White Suri. We will contact the customer via email or phone a maximum of three times before cancelling the order. Customers who still want to receive the package must pay for a new shipping label. 

Faulty Items

If your item is faulty when you receive it please notify support@ thewhitesuri.com as soon as your order is received, within our 14 day policy.

If you inform The White Suri after the 14 day period of items being faulty, we will endeavour to fix your item as soon as possible but are NOT able to offer an exchange or refund.

Faulty items returned to us within our 14 day policy will be reviewed and the customer will be notified of an update within 3-5 working days. Any items deemed subject to fair wear and tear will not be accepted as faulty. 

Faulty items will be replaced if a replacement is in stock and available. If the item is out of stock we will contact the Customer and ask whether they would prefer to receive a refund or to exchange for an appropriate alternative.

Returns

If you are not happy with your purchase please return it within 14 days of receipt and we will either send out replacement goods or refund you the price of the item purchased but not the initial cost of shipping. Due to the nature of the product The White Suri will offer you a refund provided that it is returned in its original and unworn condition and all tags, cards, boxes and/or pouches/tote bags sent with your order are included with your return.

Any items returned to The White Suri that have been worn with tags removed will not be accepted for a refund and returned to the Customer without authorisation. If you return your item without the presentation box, a charge of £20 will automatically be deducted from your refund. 

Refunds are only made to the card used to purchase any The White Suri item. 

Banks may take up to 10 working days to make credit/debit card refunds. The White Suri does not accept liability for the length of time a bank may take to process refunds. 

Please notify support@ thewhitesuri.com on the day of receipt of your order if any item has been delivered without tags or is faulty.

How to return your order

Should you wish to return your item for a refund please download this form and fill out all relevant fields, enclose it in the package and arrange for the return within 14 days from receipt of your package. Please note if you do not have a printer, we are happy for you to write out all of the details of the form on a piece of paper. We do not provide return shipping labels, customers are responsible for return shipping costs. 

Please note, all returns are at the customer’s cost unless faulty/damaged items are received by the Customer. Parcels that are returned to us remain the customer’s responsibility until received at The White Suri premises. The refund/exchange will not be processed until we have received the package back at our premises. Please note, The White Suri does not accept liability for returned goods. To this end, we would suggest using a trusted courier and keeping your tracking details until we have confirmed a safe receipt. 

Once your return has been safely received we will examine it for any signs of wear or damage. Only once these checks have taken place will we issue the refund. Please allow up to 10 working days from the date of receipt at our premises for this to take place.

All returns should be sent to:

71-75 Shelton Street, Covent Garden, London WC2H 9JQ.