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. 

*Parcels will be shipped to the address on the order. No changes are possible after your order has been placed so please check the delivery address carefully before finalising your order.

*Dispatch and shipping times may be delayed during sale and busy periods

*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

Important Information: The White Collection stocks a curated range of imported brands. Products are not manufactured in Australia. We advise all international customers to check with their local customs authority regarding any potential import duties, taxes, or fees. Please complete your own due diligence prior to purchase.

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.

We are pleased to offer in-store pickup for your convenience. To ensure fairness and proper stock management, the following terms apply:

Collection Timeframe
Orders selected for in-store pickup should be collected within 14 days of notification that the order is ready.

Order Considered Received
For the purposes of our returns policy, orders are considered received on the date the customer is notified that their order is ready for collection, not the date they are physically collected.

Returns Window
Our standard 30-day return policy applies from the ready-for-collection notification date.

Uncollected Orders After 30 Days
Orders not collected within 30 days of the ready-for-collection notification will no longer be eligible for a refund.
After this time, store credit only will be issued where applicable, in line with our returns policy.

Extended Holding
If you require additional time to collect your order, please contact us before the 14-day collection period ends. We are happy to accommodate where possible.

Abandoned Orders
Orders left uncollected for over 60 days will be considered abandoned. We reserve the right to restock items and issue store credit in accordance with this policy.

We send reminder notifications to ensure customers have ample opportunity to collect their order.

RETURNS & EXCHANGES

We want you to absolutely love your purchase. If something isn’t quite right, we’re here to help. To make the returns process easier, returns can now be lodged via our new returns portal.

TRYING ON SHOES
To ensure your return is accepted, we ask all of our customers to try shoes on indoors with clean feet on a soft, clean surface such as a towel or soft carpet. This helps protect delicate materials and keeps the soles in perfect condition.
Items returned with marks, wear, or damage may incur a cleaning fee. If shoes are returned in a condition that prevents them from being resold, the return may be declined and the items sent back to you.

RETURNS WINDOW
We accept returns within 30 days of delivery. Unfortunately, returns received outside this timeframe cannot be accepted and will be returned to you.

RETURN SHIPPING
Return labels can be purchased via our returns portal for a flat fee of $11.99 Australia Wide.  

FULL-PRICED ITEMS
Full-priced items may be returned for a refund or exchange within 30 days of delivery (some exclusions apply).

SALE ITEMS
Sale items are eligible for store credit valid for 3 years, provided they are returned within 30 days of delivery.
Please note - During promotional periods:
• Full-priced items reduced during a promotion remain eligible for a refund under our standard return conditions.
• Sale items that are further reduced during a promotion remain eligible for store credit only.

FINAL SALE ITEMS
Items discounted by 50% or more from the original price are considered final sale and are not eligible for return, exchange, or refund.

NON-RETURNABLE ITEMS
For hygiene and product care reasons, the following items cannot be returned:
• Earrings
• Sunglasses
• Garters
• Heel stoppers
• Shoe care products

FAULTY OR INCORRECT ITEMS
If you believe your item is faulty, damaged, or you’ve received the wrong item, please contact us at info@thewhitecollection.com.au within 5 days of receiving your order. Kindly include photos and any details that may help us assess the issue quickly.

RESTOCKING FEE
Returns of three or more pairs of shoes may incur a $10 per pair restocking fee. If you are considering purchasing multiple pairs, we’re always happy to help with sizing advice prior to ordering.

RETURN REQUIREMENTS

To be eligible for a return, please ensure:
• Returns are lodged via our returns portal
• 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. Please provide photos and any other information that might help explain the fault/issue. 

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

We don’t offer exchanges for international orders. If you need a different size or style you will need to return the shoes you have for a refund and reorder the correct size and/or style on a new order.

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 - 3 year store credit on sale items within 30 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 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 the shoes, particularly the soles, will incur a minimum $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 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 all returns, 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).

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.’

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.