FAQs and Support

PLEASE NOTE: AT TIMES AUSTRALIA POST CAN EXPERIENCE DELAYS AND AS A RESULT YOUR DELIVERY MAY BE DELAYED OR TRACKING INFOMATION NOT UPDATED EVEN WHEN YOUR ORDER IS ON THE WAY.

AUSTRALIAN SHIPPING

The White Collection ships domestic orders via Australia Post with FREE standard shipping on orders over $100. Express Post shipping costs will be calculated at checkout. 

All shipping costs for returns and exchanges are the responsibility of the customer, unless an item is deemed faulty by our returns department.  

We cannot be held responsible for delays experienced by Australia Post.

SHIPPING TIME FRAMES

STANDARD SHIPPING | 4-7 business days from dispatch*

EXPRESS SHIPPING | 1-3 business days from dispatch*

*In stock orders will be dispatched from Sydney within 1-2 full business days of your order being placed. 

*Orders are not packed or shipped on the weekend. 

*Australia Post can experience delays at times which are out of our control. As a result, your delivery may be delayed. This includes Christmas, Easter and all Australian public holidays.

*A signature is required upon delivery. We take responsibility for your item(s) from the time it leaves our warehouse until it is delivered to you, at which point responsibility for your item(s) is passed on to you, the customer.

*If your parcel is redirected to your local post office please make sure to collect it within 4-5 business days. After that your item(s) will be returned to us and will need to be re-ordered. A refund for your purchase amount will be issued back into your account, less a $20.00 shipping fee for the return postage for the uncollected parcel.

INTERNATIONAL SHIPPING

The White Collection offers worldwide shipping via DHL express. All shipping costs are the repsonsibility of the customer.

Items shipped outside of Australia may be subject to import duties, taxes and/or charges which are not included in the total cost of your order, nor will they be covered or reimbursed by The White Collection. Please check with your country’s customs office to determine what these additional costs will be prior to placing your order.

Please note: A $100 administration fee will be charged for refusal to accept international parcels once it has arrived in your country. You will also be charged the return shipping costs for the parcel to be sent back to us. These fees and charges will be deducted from your refund.

TRACKING YOUR PARCEL

*After placing your order, an automated order confirmation/receipt email will be sent to you.

*Once the parcel has left our warehouse you will receive an email with the relevant tracking informationso you can track your parcel's location.

RETURNS & EXCHANGES 

** Please contact us at info@thewhitecollection.com.au within 48 hours of receiving your order if you believe your item/s are faulty/damaged or if the wrong item/s was received. Please provide photos and any other information that might help explain the fault/issue. **

The White Collection accepts returns within 30 days of delivery for full priced items and 21 days for sale items. Items returned outside of these periods WILL NOT be accepted and will be returned to you at your expense.

FULL PRICED ITEMS  - Exchange or refund for full-priced items (some exclusions apply) within 30 days of delivery. International orders are refund only.

SALE ITEMS - 3 year store credit within 21 days of delivery. Please note, during a promotional period: FULL PRICED items reduced during a promotion are eligible for a refund under our normal return conditions. SALE items further reduced due to a promotion are only eligible for store credit only under our normal sale return conditions.

Return shipping cost on sale items are the responsibility of the customer. 

SALE ITEMS 50% OR MORE OFF THE ORIGINAL PRICE ARE A FINAL SALE -  NO RETURNS, NO EXCHANGES OR REFUNDS.

NON-RETURNABLE ITEMS -  include earrings, sunglasses, garters, heel stoppers, and other shoe care products. 

SHOES MUST BE TRIED ON WITH CLEAN FEET ON A CLEAN, DRY TOWEL TO AVOID DAMAGE TO THE SOLES AND MARKS ON THE SATIN. PLEASE DO NOT ATTEMPT TO CLEAN THE SHOES YOURSELF.

Any minor damage to the shoes, particularly the soles, will incur a $50 cleaning fee. Damage that can't be repaired and where the shoes can't be resold at full price will result in the refund or exchange being refused and the shoes will be returned to you at your expense.

All shipping costs for returns and exchanges are the responsibility of the customer, unless an item is deemed faulty by our returns department. Please insure your return parcel, as lost packages are not refundable.

For returns or exchanges, please ensure the following:

• Contact customer service for return instructions at info@thewhitecollection.com.au or call us on 1300 85 81 35.

• Items must be in their original condition, unworn, unmarked, and with all tags attached.

• All paper packaging and shoe dust bag must be returned with shoes.

INTERNATIONAL RETURNS

** Please contact us at info@thewhitecollection.com.au within 48 hours of receiving your order if you believe your item/s are faulty/damaged or if the wrong item/s was received. Please provide photos and any other information that might help explain the fault/issue. **

The White Collection accepts returns within 30 days of delivery for full priced items and 21 days for sale items. Items returned outside of these periods WILL NOT be accepted and will be returned to you at your expense.

PLEASE NOTE: ALL international returns are to be posted back to The White Collection in Sydney, Australia at the expense of the customer. We do not provide return labels.

FULL PRICED ITEMS - Refund for full-priced items (some exclusions apply) within 30 days of delivery. 

SALE ITEMS - Exchange or 3 year store credit on sale items within 21 days of delivery.

SALE ITEMS 50% OFF OR MORE - Final sale - NO RETURNS.

PROMOTIONAL SALE POLICY - Full Price items purchased on promotion are eligible for a refund under our normal return conditions. Sale items purchased on promotion are eligible for exchange or store credit only under our normal sale return conditions.

NON-RETURNABLE ITEMS -  include earrings, sunglasses, garters, heel stoppers, and other shoe care products. 

Any minor damage to items may incur a charge, or a refusal of the refund or exchange, if they can't be resold at full retail price. Cleaning or repair fees may apply for marked soles. 

All shipping costs for returns and exchanges are the responsibility of the customer, unless an item is deemed faulty by our returns department. Please insure your return parcel, as lost packages are not refundable.

For returns or exchanges, please ensure the following:

• Contact customer service for return instructions. 

• Items must be in their original condition, unworn, unmarked, and with all tags attached.

• All paper packaging and shoe dust bag must be returned with shoes.

All our prices are in Australian dollars (AUD) and include GST. The White Collection prices are subject to change without notice; please note, you will only be charged the price at which the item(s) was at the time of purchase.

We WILL NOT offer refunds for items that are of lesser value once received by the customer. We DO NOT offer a price adjustment after you have purchased an item(s).

The White Collection is happy to price match with other websites, including all shipping costs and taxes associated, as long as the size and colour is in stock with both stores. We DO NOT price match for item(s) that are preorder or out of stock.

Please contact us if you find a cheaper price on a stocked item.

Price matched shoes are not eligible for refund. They can be returned for store credit only. Some styles are final sale and cannot be returned unless deemed faulty by our returns department. Payment must be finalised by the agreed time on your invoice for the price to remain valid. Strictly no order cancellations once payment has been made. Please call or email for further details.

ORDER CANCELLATIONS

*Orders cancelled before dispatch will not be charged a cancellation fee.

*Once the order has been dispatched it cannot be cancelled and will need to be returned under our return policy conditions.

*The White Collection reserves the right to cancel your order if you provided an unauthorised credit card, if payment was unable to be processed on the credit card provided, if invalid personal details have been used or if the product becomes unavailable.

*The White Collection reserves the right to cancel any order without prejudice. You will be notified if your order is cancelled.

*The size charts below are a general guide only provided by our most common brands we stock. If you are unhappy with the fit of particular purchase you can return or exchange under our return policy conditions.

*If you need help deciding on a size plese email us on  info@thewhitecollection.com.au.  or call us on 1300 858 135 and one of our friendly staff will be happy to help.

Badgley Mischka

With a timeless appeal to fashionable women, Badgley Mischka bridal shoes are perfect for your special event. If you love a statement, sparkly or stylish shoe, our range of Badgley Mischka shoes will be sure to deliver! These shoes have been hailed by Vogue as one of the Top 10 American Designers. Badgley Mischka bridal shoes have been worn by countless celebrities from the stage and screen!  The Design duo behind Badgley Mischka have made their mark for over two decades with glamorous, captivating, stylish and wearable designer bridal, wedding and formal shoes. These shoes are sure to add glitz and glam to your wedding day look!

Bella Belle

Handmade, comfort and care. These are the 3 points Bella Belle pride themselves in. Bella Belle are known for producing high quality shoes, inspired by form and proportion, with attention to details and craftsmanship. Inspired by the Italian word for “Beautiful”, Bella Belle was born to make women feel stunning and comfortable. Exquisite details and feminine silhouettes are the hallmark of Bella Belle shoes. Building upon that foundation, look for elaborate and intricate handcrafted embellishments and adornments that define Bella Belle’s romantic and feminine aesthetic. The founders of Bella Belle are lovers of magical moments and believers that small details matter!  A Bella Belle bride is a modern romantic who seeks romance and beauty, and carries her individuality with a sense of elegance.

Harlo Australia

Harlo wedding shoes are Australia's own premium shoe label and we couldn't more be more excited to support a truly Australian brand. Designed with the Australian bride in mind, most of the shoes cater for outdoor or beach weddings and feature a large range of block heels and modern designs. Harlo Australia shoes are available in a variety of colours and heel heights. Harlo are known for their taking pretty pearls and sparkling crystals to a whole new gorgeous level! With padding inside the sole for all day comfort and leather lining, this shoe line is a dream addition to the wedding shoe industry

Charlotte Mills

Feast your eyes over the delightful creations from Charlotte Mills shoes. Charlotte Mills is one of the fastest growing designers in bridal shoe couture. If you love handcrafted detail, luxury feel and quirky finishes then Charlotte Mills wedding shoes are perfect for you.Taking inspiration from master craftsmen in Spain & Italy, these wedding shoes are the perfect fit for your event. Each pair of Charlotte Mills shoes is hand crafted in Spain using only very best materials and craftsmanship. This range provides a fresh look to bridal footwear using a range of laser cutting, appliqué and embroidery to create unique styling. Each shoe is hand finished with a silver sixpence and the leather sole is embossed with the phrase ‘Something old, Something new, Something borrowed, Something blue and a silver sixpence in her shoe.’

Harriet Wilde

For those passionate about fashion footwear, Harriet Wilde represents a name synonymous with unique designs, high level of craftsmanship, luxurious finishes and high quality comfort and detail. Harriet Wilde wedding shoes have become the chosen bridal brand of royalty and celebrities all across Europe! Gaze over the impeccable handmade and masterpieces in our range today. Complete your wedding with the perfect finish of these shoes; crafted in Spain with pink kid leather, a fully padded sock under the foot with many styles created with Italian duchess satin or a laser cut design. 

We take your privacy SERIOUSLY and will take all measures to protect your personal information. 

We only collect information that we need that is related to your order. This includes your:

Billing Address

Shipping Address

Email Address 

Credit Card Information

In addition we also collect information on your IP address, browser type, and Refer URL data. We use this data to prevent hacking attempts, help us know what web browsers people are using, and find out where our visitors are coming from so that we can improve our marketing. 

Your information is only used to fill your order. We do not sell or redistribute your information to ANYONE.

Only your order data billing, shipping, and order contents data is stored on our server. This information is encrypted using a Secure Sockets Layer before it is transmitted over a web server. We do not store your Credit Card data.

Cookies are small files that reside on your computer and allow us to recognize you on your next visit or store your shopping cart contents. We use them only to track this information.