Returns and Exchanges

Love it or we'll give you 110% back!**

We want you to love your purchases from White Runway so if that's not the case,
White Runway accepts returns on all our online orders within 30 days of the delivery date

*Our Returns and Exchange Policy is as follows:

Standard Orders

All standard, non-custom made orders can be returned for a full refund, 110% store credit (get an extra 10% of your order value to spend) or an exchange.
This excludes made to order purchases from the following designers which can only be returned for a 50% restock fee:

  • Dessy Collection (Lela Rose, Alfred Sung, Dessy)
  • Mariana Hardwick
  • Goddess By Nature
  • Mr K Custom Range

Custom Orders

Any custom orders can be returned for a 50% restock fee within two weeks of receiving your order. Custom orders are any orders made in a custom colour, length, style and size.

Exclusions

The returns policy excludes samples, sale items, items marked for final sale, jewellery, gift boxes and underwear including Spanx and Bras for hygiene reasons.

110% Store Credit

**110% Store Credits - get an extra 10% of the value of your order to spend with us. For example, if your order was $500, you will get a credit for $550. Valid for 12 months and must be used in full on your next order with White Runway. This credit is not redeemable for cash and any unused credit will become invalid after use or upon expiry unless otherwise stated.
All exchanges and orders placed with store credit are final.

Postage and Fees

We regret postage fees and rush fees cannot be refunded. Return postage costs are the customer’s responsibility.

Cancellations

We are really quick at processing orders. ☺ Any cancellations can be made within 24 hours of placing your order by phoning us during our business hours on 1300 133 839. Any cancellations after this time will incur a refund of up to 50% of the price paid.

Important Notes

Please note that return items that have been worn, damaged or altered from their original condition will not be exchanged or refunded, and will be returned to the customer.
All our dresses are checked by our quality control team before they are dispatched. However, if your dress arrives damaged or faulty, please contact us immediately and we will resolve this for you promptly!
* All dresses made to a custom length may have a 1-5cm variation.
^This Returns Policy excludes Showroom orders where customers have the opportunity of seeing and trying on dresses in the showroom with assistance from our experienced Stylists. All Showroom orders are final and are not returnable.

Local Returns for United States Customers

For all of our amazing customers in the United States & Canada, we now offer a local returns address, so if you do need to send something back you can avoid expensive international postage costs! For more information please email us at returns@whiterunway.com.au!

All returns must be processed through out returns team, and we are unable to accept returns in our Showroom or Office.

All returns are processed via email. To make a return, please email our returns department at returns@whiterunway.com.au and ensure you can say YES to the following:

  • Your order was delivered within the last two weeks.
  • Your item has all tags attached and is in its original, resellable condition.

Please include your order number, return item and reason for return and we will respond with a Return Form and RA Number. Thank you!