To prevent damaging the soles, use a CLEAN, DRY TOWEL when trying them on, even if on carpet.
DO NOT stand directly on hard flooring.
DO NOT attempt to clean the shoes yourself.
DO NOT allow any liquid or wet wipes near the shoes, especially the soles.
Sadly, shoes that are marked WILL NOT be accepted for returns or exchanges.
CARE INSTUCTIONS POST PURCHASE
Our shoes are made of luxurious and delicate materials. As a result, there are specific shoe care instructions that must be followed to preserve the life of your shoes. We highly recommend our customers take the time to read through the following link and abide by the advice specifed:
The below table will assist in general shoe size conversions. Please expect minor variations between shoe styles and refer to the product description for fit details regarding each individual product. 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.
| AU/US | EURO | UK | CMs |
|---|---|---|---|
| 5 | 35-36 | 3 | 21.6 |
| 5.5 | 36 | 3.5 | 22.2 |
| 6 | 36-37 | 4 | 22.5 |
| 6.5 | 37 | 4.5 | 23 |
| 7 | 37-38 | 5 | 23.5 |
| 7.5 | 38 | 5.5 | 23.8 |
| 8 | 38-39 | 6 | 24.1 |
| 8.5 | 39 | 6.5 | 24.6 |
| 9 | 39-40 | 7 | 25.1 |
| 9.5 | 40 | 7.5 | 25.4 |
| 10 | 40-41 | 8 | 25.9 |
| 11 | 41-42 | 9 | 26.7 |
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.
SHIPPING
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*
- 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.
INTERNATIONAL SHIPPING
The White Collection offers worldwide shipping via DHL express. All shipping costs are the responsibility of the customer. We do not offer free shipping on international orders.
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.
AUSTRALLIAN 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.
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 on sale items within 21 days of delivery. Shipping costs for exchanges on sale items are the responsibility of the customer.
SALE ITEMS 50% OR MORE OFF THE ORIGINAL PRICE - Final sale - NO RETURNS, NO EXCHANGES OR REFUNDS.
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.
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.
• 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
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.
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.
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