Return and Replacement

Returns & Replacements

100% Satisfaction Guarantee 

In the unlikely event that you are not a 100% satisfied with our products, you must contact us by email or in writing advising us of your notice of cancellation within 14 days of receipt of the goods. 

Once we have received this notice of cancellation we will ask you to return the goods to us with their original packing for a full exchange or refund. Please complete the return form and include it with any item that you may wish to return for an exchange or refund within 5 working days.

We cannot accept unwanted items for an exchange or refund if they have been opened and used, or washed. 

You have a statutory duty to take reasonable care of the goods whilst in your possession. You must also take reasonable care to ensure that Whites of London receive the returned goods and that the goods are not damaged in transit. We strongly recommend that you use the original packaging and send the goods back to us using a traceable delivery method such as recorded delivery post. Please ensure you retain proof of posting. We reserve the right to ask for proof of posting and to claim against you (the consumer) for any breach of your statutory duties. 

You (the customer) are responsible for the cost of returning unwanted goods to us. Whites of London will refund the total purchase price paid (including any Postage and Packing delivery charge if this has been charged). 

For items up to 1000 grams, we strongly recommend that you use second class recorded (signed for) post to return the goods, as Whites of London cannot be held liable for any losses in post. 

For items heavier than 1000 grams, please use the Standard Parcels service. You can send parcels up to 1.5m long and up to 20kg (combined length and girth of your item must not exceed 3 metres) but please make sure you take the free certificate of posting from your Post Office®, as Whites of London cannot be held liable for any losses in post. 

For even heavier items, such as furniture, please contact us before returning them for advice and method of return. 

Returns Exceptions

With the exception of faulty merchandise, for hygiene and safety reasons we cannot exchange or accept the return of certain items which have been opened and used. This applies to semi precious jewellery, nightwear, duvets, toppers, protectors and pillows. 

Whites of London will not exchange or refund goods made to the consumer’s own specification such as custom-made linen or other personalised goods unless the goods are faulty, not fit for their specific purpose or not as described in accordance with your statutory rights. 

In the unlikely event that Whites of London are not able to supply the goods you ordered and substitute products are sent in their place, we will pay the cost of returning these substitute products.

Faulty Goods

Where goods are faulty or otherwise do not comply with the contract, you should notify us in writing as soon as possible. Whites of London reserve the right to have such goods examined before any refund or exchange is made. We will pay the cost of returning faulty goods. Wear and tear after use will not be construed as a fault. 


Goods should be returned to: 

Whites of London Limited
PO Box 89
Beaconsfield
Bucks HP9 2ZJ
tel: 0800 915 9445
fax: 01494 676668
email: returns@whitesoflondon.com