Help and FAQs
Orders & Payments
CAN I CANCEL MY ORDER?
If your order has not yet been shipped, you are able to request a cancellation. Please email us at collections@whitelabeldesigns.com. Once the cancellation is accepted by us, you will be issued a refund.
Please note that this does not apply to any made to order items or Gift Card Purchases.
CAN I MAKE AN AMENDMENT TO MY ORDER?
We will do our best to make any changes to your order before dispatch. Please email us within 1 hour of placing your order to ensure the best chance of our team to make any relevant updates to an item or postal address. (This excludes weekends, we will reply to your emails first available opportunity on Monday morning).
I JUST PLACED AN ORDER, WHERE IS MY EMAIL CONFIRMATION?
Once the order is placed you will receive an email confirmation. If you cannot find the confirmation email it is more than likely that either the email address provided was incorrect or the email has been sent to your spam folder.
Please email collections@whitelabeldesigns.com with your name and order number after checking this. We will amend this for you as soon as possible to ensure you receive all tracking updates.
Returns
HOW DO I MAKE A RETURN?
It is important that all returned items are in line with our Returns Policy.
You will be able to return your items subject to the following conditions:
- Items must be received within 14 days of receiving your parcel. We suggest that all items are tried on as soon as they are received to ensure you are able to return items within the timeframe.
- Items must be returned in original condition, unworn, unaltered, unwashed and with their tags attached, void of any make up or odours / scents.
- Please contact us at collections@whitelabeldesigns.com for a refund order number and return instructions. This order number needs to be included along with the purchase invoice.
Please note: All sale items marked as “Final Sale”/ “Clearance” or “Made to Order” or "Gift Cards" are not eligible to refund or exchange. However, items that are deemed faulty by our team, can be returned once our customer service team is notified. If you believe your item is faulty, please contact us at collections@whitelabeldesigns.com as soon as possible.
Earrings – Due to hygiene reasons all earrings are Final Sale and cannot be returned, even for a change of mind.
Note that return postage will be at the expense of the customer.
We endeavour to process returns as soon as they are received by us but please allow up to 5 business days for returns to be processed. You will receive an email notification of the status of your return once finalised. We do not refund initial shipping charges for items returned, other than for faulty items. We are not liable for the loss of garments being returned.
DO YOU OFFER EXCHANGES?
At this stage, we cannot offer a straight exchange, but you can send your item back for a refund to then re-purchase the correct size/alternate item. If the items that you are looking for are out of stock, please contact us at collections@whitelabeldesigns.com.
DO YOU OFFER REFUNDS?
We will offer refunds in line with our Refunds Policy.
Delivery & Shipping
HAS MY ORDER BEEN DISPATCHED?
We aim to ship your order as soon as possible. We typically process the orders the next business day, which is Monday to Friday and exclude public holidays in Queensland, Australia. If you purchase any of the items on a non-business day, we will process the purchase on the next business day. For example, Monday orders will be dispatched on Tuesday.
PLEASE NOTE: The time frames above are estimates only. Sometimes there can be unexpected delays, especially in peak periods or after sales.
Once your order is packed and shipped, you will receive an email with your tracking information.
Currently, we are only able to ship within Australia.
Made to order items
There are some instances where our products will be made to order. Please allow up to 14 business days for your order to be made before shipping.
IF I AM NOT HOME TO SIGN FOR MY PARCEL WILL IT BE DELIVERED?
We will receive an option prior to delivery from the postal company to choose the option.
AN ITEM I WANT TO PURCHASE IS SOLD OUT?
Email our team at collections@whitelableldesigns.com and we will provide you with information regarding the item.
is there a Transit cover during shipping?
Our parcel includes loss or damage cover up to the specified value of your item (up to $100) while it’s being carried by Australia Post.
If you believe this has happened to you the first step is opening a case with Australia post. Once you have done so forward the case number to our customer care team with your name, order number and description of items. The case can take up to 10 business days to be closed.