Do you have any questions?
Please use our FAQs below or send us a message through our support chat button below.
Information
Shipping & Returns
UK Delivery
Flat rate of £10 for standard parcels - express shipping
- Flat rate of £15 for large parcels-express shipping
- All our mainland UK parcels are dispatched within 48 hours via DPD’s next working day service*.
- Delivery is next working day from dispatch.
- DPD should update you on a delivery window by text or email.
Sales & Holiday Seasons
Please note during sales and holiday seasons dispatching of orders may take up to 7 working days to dispatch and are being dealt with in date/chronological order.
UK Returns
- Free returns on all orders. Simply process your return through our returns portal then simply drop it off at your nearest DPD service point. Please keep a note of the tracking number.
- You have 14 days from receipt of order to return the item(s) back to us for a refund. Any items returned outside the returns window will be offered an e- voucher that can be used on a future order.
- Items must be returned in the same condition as when they were received with the original swing tag attached, meaning they should not be damaged, washed, altered, or worn (except for trying them on).
- Please allow up to 7 days for returned items to be processed as they have to go through quality control first.
- To start the return process in the returns portal please add # at the beginning of your order number.
ROW Delivery
- Free shipping on all orders
- All Rest of World parcels are dispatched within 48 hours via DHL’s Express Worldwide service*.
- Please allow 3-5 working days.
Sales & Holiday Seasons
Please note during sales and holiday seasons dispatching of orders may take up to 7 working days to dispatch and are being dealt with in date/chronological order.
ROW Returns
- All ROW returns are charged at pre paid rate. The amount will show on when you process the return through the portal selecting option 2. Simply then drop the parcel off at your nearest DHL service point.
- You have 14 days from receipt of order to return the item(s) back to us for a refund. Any items returned outside the returns window will be offered an e- voucher that can be used on a future order.
- Items must be returned in the same condition as when they were received with the original swing tag attached, meaning they should not be damaged, washed, altered, or worn (except for trying them on).
- Please allow up to 7 days for returned items to be processed as they have to go through quality control first.
- To start the return process in the returns portal please add # at the beginning of your order number.
FAQ
Delivery and Returns
Can I amend my delivery address once the order has been placed?
You can contact our customer care team to see if this can be amended. If the order
has already been processed or dispatched, then it will not be possible to amend.
How will I know the delivery times?
Once the order has been dispatched you will receive an email with the tracking. When
the parcel has been processed with the courier you will receive a further email with a delivery window time slot.
Will there be additional duties or taxes payable on my purchase?
Where further taxes and duties are payable on orders, you have the option of paying them to us at the checkout or alternatively with the courier when the garment lands at customs.
What should I do If I receive an incorrect or faulty Item?
We are sorry to hear if you have received an incorrect item, or if you believe your item has been delivered faulty. Should this be the case, you should contact Customer Care with the following information.
– Your proof of purchase/order number
– A short description of the issue
– Supporting images
Our Customer Services Team will then be in touch to advise the next steps.
All items that are returned as faulty are thoroughly inspected by our quality control experts to deem whether an item is faulty or whether it is fair wear and tear. We may be able to offer to repair your item but please note that repairs are not guaranteed.
If in the rare event that your item is faulty due to a design error, we may be able to replace your item. Replacements are subject to availability and we ask that you state you would like this option at the time you request a return.
FAQ
Placing an Order
Do I need to create an account to place an order?
You do not need to create an account to make a purchase. However, we recommend that you set up a Private White V.C. account in order to manage all aspects of your account including address details, reviewing your order history and tracking.
Can I include gift wrap or a gift message with my order?
You can email customercare@privatewhitevc.com
with your request. They will respond to you as to whether or not this will be possible.
How will I know that my order has been placed successfully?
- Once your order has been placed, you will receive an email confirmation with an order number.
- Once the order has been dispatched you will receive a tracking number which will enable you to trace the shipment.
Can I cancel or amend any of my order details?
- Depending on the status of the order, it may be possible to cancel an order.
- We are unable to add to an item to an existing order.
- If the order has already been processed or dispatched from our factory then it is not possible for the order to be cancelled or amended.
- If the order has already been processed or dispatched,
then it will not be possible to cancel or amend
Can I combine orders?
Due to the way our process system is set up it is not possible to combine orders into one shipment.
FAQ
Payment & Account
Which payment methods are accepted?
We accept the following payments:-
Visa, Mastercard, PayPal, American Express, Klarna, ShopPay, Google Pay and Coinbase Commerce.
How will I know that my order has been placed successfully?
Once your order has been processed; you will receive an email confirming your order.
Can I cancel or amend any of my order details?
Depending on the status of your order, it may be possible to cancel an order. Please contact our Customer Care team as soon as possible.
We are not able to add items to an existing order.
If the order has already been processed or dispatched, then it will not be possible to cancel or amend details regarding the order.
Do you offer price adjustments on sale items?
We offer a price adjustment on items purchased up to 7 days prior to the commencement date of a seasonal sale. Please be aware that the exact style and the size must be available for purchase at the time your request is made before any adjustment in the sale price can be approved.
