Frequently Asked Questions

Care

You and your satisfaction mean the world to us, as does creating products that stand the test of time. To make sure you’re giving your outfit the care it deserves check out our wash and care chart.

Made to Order

As much as possible The All White aims for the immediate dispatch of your order. However, it is likely that your order will need to be handmade just for you in London.

When your order is made specifically, please allow for 8 weeks from order placement to order dispatch. We will always aim to fast-track your purchase ahead of this timeframe, though there will be peak moments in the year that could result in this production lead time at maximum.

Orders are paid 100%.

Orders will only be dispatched when all items purchased are available for one shipment. 

If we are making your garments please do get in touch if you have specific requests regarding sizing, fit or styling advice. 

Sequin and specialist fabrics are not a stocked fabric item, pricing on request. Alternatively, fabric can be purchased by the customer for The All White to use

Delivery / Returns / Payment

All orders are shipped via signed for via Royal Mail.

Please note differences in delivery charges reflect international courier and shipping costs.

Please note that we cannot guarantee delivery, deliveries are subject to delays based on adverse weather conditions and customs.

UK MAINLAND
£5.95 – Express UK Shipping (2 to 5 working days). 

UK OFFSHORE
£5.95 – Express UK Shipping (2 to 5 working days). 

EUROPE
£18.95 (5 to 7 working days).

USA and Rest of World
£28.85 (5 to 7 working days).

Taxes and Duties

All countries within the European Union are shipped on DDP (Delivery Duty Paid) basis, meaning that taxes and duties are included in the final price. Please note that countries outside of the EU may incur additional charges.

All orders are fully traceable through the tracking information provided in your shipping confirmation email. Delivery times are provided as guidelines only, and do not take into account possible delays caused by payment authorisation and / or stock availability.

All orders require signature upon delivery, at which point responsibility for the shipment passes to you. If you have specified a recipient other than yourself for delivery purposes, you also accept that signature by the third party is enough proof of delivery and fulfilment by The All White limited. Unfortunately, The All White limited is unable to deliver to PO Box addresses, as a signature is required on delivery.

Please note that if you live overseas and the outer packaging of your product arrives slightly damaged it is more than likely to be because custom officials often open up packages to inspect the contents to ensure that the correct duty is being applied to the package. They often do not tape these back up very well!

To Return

An order please contact our Customer Care team.

Once your return request has been approved, you will receive an email detailing the address with which to return your item to. The All White cannot be responsible for any loss for any item(s) you have chosen to send back to us.

When you place an order with us on www.theallwhite.com, you are welcome to return any item(s), provided you return them within 21 days of delivery.

Please note that the cost of returning an item is your responsibility. We strongly recommend that you obtain proof of postage as The All White accepts no liability for returned orders that do not reach us. If your item is faulty, once we have confirmed and accepted your return, we will reimburse any shipping costs along with your original order value.

It is your responsibility to ensure that items arrive back to us in a suitable manner. The cost to return an item is also your responsibility. We recommend that you insure the return shipment as you are under a duty to take reasonable care of the items and will be liable for damage to them until we receive them at our warehouse. In case of dispute, we also recommend you retain proof of sending.

Please note, we do not accept returns for personalised or bespoke items.

Returns that are damaged or soiled may not be accepted and may be sent back to you and/or a refund refused.

We are a small company and refunds can be a little painful for us! If you want to try multiple items knowing you’ll return some please email us first as we can offer a try on service for a small fee. 

We understand that this is the nature and fun of internet shopping and you need to try items on and sometimes they just don’t work out.

Refunds

Will be credited to your original method of payment. Original shipping charges and/or any additional customs charges for international orders will not be refunded. Refunds will be paid in GBP.

On receipt of return, your product will be reviewed by our Customer Care team and once they are happy it is in a sellable condition your refund will be processed. Please note that original shipping charges / any additional customs charges will not be refunded.

Please note that it can take up to 28 days for your refund to be processed.

Faulty

Items are those that are received damaged. Items that are damaged as a result of normal wear and tear are not considered to be faulty. Where possible, we will offer to repair faulty items within 6-8 weeks of receiving the item back to us. When items deemed faulty cannot be repaired or the same item is not available, a full refund will be offered, including the cost of shipping.

Exchanging an Item

is possible. Please ensure that you detail the exchange item in your returns package. 

Please note that the original item must be returned unused with all original packaging.

Provided your exchange item is in stock, we will happily exchange this for you, and we will be in touch to arrange any additional payment / refunds based on price differences between your two items. 

Please note that you will be charged for the shipping costs to send out your new item.

Purchasing

a product means you are making a contract with The All White limited. 

Payment can be made by Visa and Mastercard. Payment will be debited and cleared from your account upon completion of the order process on the website. You can also use PayPal. When you select the PayPal option at checkout, you will be directed to the PayPal site to ‘Log In’ to your PayPal account and review the total amount to pay before clicking ‘Pay Now’. Once you click ‘Pay Now’ your transaction is complete and you will be returned to www.theallwhite.com

In using, you confirm that the credit / debit card that is being used is yours or that you have been specifically authorised by the owner of the card to use it. All cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to authorise payment to us, we will not be liable for any delay or non-delivery.

To help ensure that your shopping experience is safe and secure, we use state of the art security systems to encrypt and protect your payment details.. 

We take reasonable care, in so far as it is in our power to do so, to keep the details of your order and payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from the website.

Orders

You agree that your order is an offer to purchase the product(s) listed in your order to us on the Terms. You agree that an order is engaging in a contract with The All White limited. All orders are subject to our acceptance and availability. Items that are placed in your shopping basket are not reserved and may be purchased by other customers. We will inform you if we are unable to fulfill your order after it has been confirmed.

We may choose not to accept your order at our discretion for any reason without liability to you. Please note that we may refuse to process an order that is a multiple of a single product, for example an order for three of the same products, in the same size / colour.

We may also refuse to process and therefore accept a transaction for any reason to anyone at any time at our sole discretion. This includes refusing to process a transaction or unwinding or suspending any transaction after processing has begun.

We are under a legal duty to supply goods that conform with their description on the website.

When placing an order for the first time, you may be required to or may be offered the option to register with us and complete certain required fields on an order form. Where we ask you to provide and use identifiers and passwords to access restricted parts of the Website, it is on condition that you shall be responsible for ensuring that such identifiers and passwords are kept securely at all times. You shall comply with all security directions and/or recommendations given by us and inform us immediately if you become aware or suspect any unauthorised use of your account. We will store a record of your transactions for a minimum of one year.

Register

With us, we may then contact you with details of how to place an order for goods with us, should the product become available. By registering an interest on this website, you confirm that you have read these terms and conditions and the Privacy Policy, and that you agree to them. You should keep a copy of these terms and conditions for future reference.

Prices

Shown on the Website are in Pounds and are inclusive of VAT at the appropriate rate. Prices do not include delivery costs.

All prices and offers remain valid as advertised from time to time. The GBP price of a product displayed on the website at the time the order is accepted will be honoured, except in cases of obvious error.

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