Return & Exchanges
Whiteroom Return Policy
We want you to love what you ordered. If something isn't right, here's how returns and exchanges work at Whiteroom.
Eligibility
You can initiate a return of full-priced merchandise within 3 days of receiving your order. To qualify, items must be:
- Unworn and unwashed
- In original condition
- Unmarked, with all tags attached
We can't accept returns with marks, including makeup, deodorant, fake tan, or similar stains.
By making a purchase from WhiteroomBrand, you acknowledge that you have read and agreed to this 3-day returns policy.
Exchanges First
If you'd like to return an item because of fit or change of mind, we'll first offer you an exchange for another size, colour, or style (subject to availability).
If an exchange isn't possible, we may offer store credit.
For exchanges, the customer pays to send the original item back to us, and Whiteroom covers the cost of sending the new item to the customer.
For items received incorrect, we cover both.
Non-Returnable Items
- Sale or discounted items
- Items that have been worn, washed, altered, or damaged
- Items without original tags
Refunds
Where a refund is approved, it will be issued to your original payment method within [5] business days of us receiving and inspecting your item.
Original shipping fees and Swap Protect are non-refundable. A refund covers the price of the item(s) only.
How to Start a Return or Exchange
- Contact us at [email/DM handle] within 3 days of receiving your order, with your order number and the reason for your return.
- Wait for our team to confirm your request and share instructions.
- Pack the item securely with all tags attached and send it back as directed.
Please don't send items back before we've confirmed your request.
Return Shipping
Customers are responsible for the cost of returning items, except for items received incorrect , where we cover return shipping.
We recommend using a tracked service, as we can't take responsibility for items lost in transit.
Items Received Damaged, Faulty, or Incorrect
If your order arrives damaged, faulty, or not as described or ordered, please contact us within [3] days of receiving it, with photos and your order number.
We'll send a replacement or exchange at no extra cost to you, and we'll cover the return shipping for these items.
If a replacement isn't available, or the replacement is also faulty, we'll issue a refund instead.
Refunds for Orders Not Delivered
A refund applies if your package could not be delivered to you for any reason and was returned to us by DHL (or the courier used for your order).
Once the package is back with us, we'll begin processing your refund in line with our refund policy. Original shipping fees and Swap Protect remain non-refundable.
A full refund, including the shipping fee, only applies if your order has not yet shipped from our warehouse.
Lost or Stolen Packages After Delivery
Once your package has been marked as delivered by the courier, it is no longer in our care, and Whiteroom is not liable for packages that are lost, stolen, or taken after delivery.
To help your order reach you safely, we recommend contacting DHL directly when you receive your tracking details. You can:
- Ask them to leave the package in your mailbox or another safe place, if that's an option for you.
- Request a delivery time or window when you know you'll be home or available to receive it.
- Ask about collecting from a nearby DHL service point if you won't be around.
If your tracking shows delivered but you haven't received your package, please contact us and DHL within [3] days so we can help you follow up with the courier.
Questions?
Reach us at: Email: [whiteroombramdcustomercare@gmail.com], WhatsApp [+254700359130].
Our hours are [Mon-Fri, 9:00AM-5:00PM EAT & Sat, 9:00AM-12:00PM EAT].
Messages sent outside these hours will be answered as soon as we're open.