FAQs and Support

The White Collection offers FREE standard shipping on all orders within Australia.In stock orders can be expected to arrive within 4-7 business days. Short delays may be expected in peak times and sale periods; this includes Christmas, Easter and all Australian standard public holidays. 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. A signature is required upon delivery, if you’re not home when your purchase is delivered the courier will leave a card letting you know they attempted delivery. Please make sure you arrange to collect your parcel within 4-5 business days, after that your item(s) will be returned to us and will have to be re-ordered. A refund for your purchase amount will be issued back into your account, less a $20.00 shipping fee.

After placing your order, an automated email will be sent to you including a tax invoice/receipt of your order. Once your parcel has left our warehouse, you will receive a subsequent email from us that includes all relevant tracking information in case you wish to track your parcel’s location. 

To arrange delivery to an international country, please email info@thewhitecollection.com.au. All postage charges, customs fees, taxes and duties will be at the expense of the customer.

All returns (exchange or refund) must be authorised by our customer service team. You will need to contact info@thewhitecollection.com.au or call us on 1300 85 81 35 prior to proceeding with the return.

Unfortunately due to hygiene reasons, earrings and hair accessories cannot be returned for an exchange or refund. Our customer service team will gladly send over images of earrings or hair accessories on a real person, to help indicate size and weight if requested.

If you wish to exchange or refund an item(s) you will need to make sure of the following:

• Contact has been made with customer service within 14 DAYS of receiving the item(s).

• The item(s) is in its original purchase condition and is unworn and unmarked.

• The item(s) has not been worn or tampered with in any way.

• The item(s) is accompanied by the original purchase receipt/invoice.

The White Collection reserves the right to charge for the full cost of the product, if we deem that the shoes are worn or damaged in any way. Please take care with your parcel and insure the parcel for its full amount as The White Collection does not refund if the package is lost on its way to our Returns Department.

The White Collection offers a one time FREE Exchange on Australian orders, whereby we will happily cover the cost of the Return Postage using the Australia Post STANDARD delivery method. This offer is only applicable for the first time exchange of your product(s) and excludes sale items.

Unfortunately due to hygiene reasons, earrings and hair accessories cannot be returned. Our customer service team will gladly send over images of earrings or hair accessories on a real person, to help indicate size and weight if requested.

Postage Fees for any subsequent exchanges will be at the expense of the customer.

The White Collection will happily issue a refund if the item(s) purchased is the wrong colour, does not fit or simply not as expected. You must contact The White Collection within 14 DAYS of receiving the item for a return authorisation to be issued. A customer service representative will evaluate your return request and email detailed instructions regarding the processing of the refund. 

Unfortunately due to hygiene reasons, earrings and hair accessories cannot be returned. 

The White Collection will not pay for your Return Postage unless the product(s) you received was marked or damaged.

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. The White Collection is happy to price match with other websites. Please contact us if you find a cheaper price on a stocked item.

You are able to cancel your order before it is dispatched by The White Collection, and we will not charge you for the orders cancelled nor will we charge you a cancellation fee. However once the order is dispatched for delivery you are unable to cancel the order. The White Collection also reserves the right to cancel your order if you provide an unauthorised credit card, if we are unable to process payment on the credit card provided, if you provide invalid personal details or if the product becomes unavailable. The White Collection reserves the right to cancel any order without prejudice. We will notify you when we cancel your order.

The size chart below is a comparison guide of the most commonly used shoe sizes in the range. Please be aware that this is a guide only. Should you be unhappy with the fit for a particular purchase you can exchange it for a different size. Please refer to the returns and exchanges policy above and follow the instructions. If you need further help finding your size please email one of our friendly staff on info@thewhitecollection.com.au. 

AUS 5/EU 36/UK 3

AUS 6/EU 37/UK 4

AUS 7/EU 38/UK 5

AUS 8/EU 39/UK 6

AUS 9/EU 40/UK 7

AUS 10/EU 41/UK 8

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.