Returns & Refunds Policy

At The White Wing Co., we hope you love your order. However, we understand that sometimes you may change your mind or something may not be quite right.

This policy explains how returns, cancellations and refunds are handled.

Changed Your Mind?

If you have purchased from us online, you have the right to cancel your order within 14 days of receiving your goods, subject to the exclusions outlined below.

You do not need to provide a reason for cancelling.

Once you have notified us that you wish to cancel, you have a further 14 days to return the item(s) to us.

To request a return, please contact The White Wing Co. before sending any items back. We will provide you with the appropriate return instructions and return address.

Please do not return products to the address shown on the original parcel unless we specifically instruct you to do so.

Condition of Returned Items

You are welcome to inspect an item in the same way you reasonably would in a shop.

Returned items should be sent back in their original condition and, where possible, with their original packaging.

We may reduce the amount refunded if an item's value has been reduced as a result of handling beyond what is reasonably necessary to inspect the product.

Return Postage

For change-of-mind returns, customers are responsible for the cost of returning the item unless we tell you otherwise.

We strongly recommend using a tracked postal service and keeping your proof of postage until your refund has been completed.

Refunds

Once your return has been received and checked, we will process your refund as soon as possible.

Where you exercise your statutory right to cancel, refunds will be made within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever is earlier, where required by law.

Refunds will be made to your original payment method.

If you paid for standard delivery when placing your order, the applicable standard delivery charge will also be refunded when required by law.

If you selected a more expensive delivery option, we are only required to refund the equivalent cost of our standard delivery service.

Depending on your bank or payment provider, it may take additional time for the refund to appear in your account after it has been processed.

Damaged, Faulty or Incorrect Items

If your order arrives damaged, faulty or you receive an incorrect item, please contact The White Wing Co. as soon as possible.

Please provide:

• Your order number

• A description of the issue

• Clear photographs of the item

• Clear photographs of the packaging where relevant

We will review the issue and arrange an appropriate solution, which may include a replacement, refund or other remedy depending on the circumstances and your statutory rights.

Where an item is faulty, damaged or not as described, your legal rights are not affected by this policy.

Items That Cannot Be Returned

Certain products may be excluded from change-of-mind returns where permitted by law. These can include:

• Products that have been personalised or made to your specifications

• Sealed goods that are not suitable for return for health protection or hygiene reasons if they have been unsealed after delivery

• Products that deteriorate or expire rapidly

This does not affect your rights if an excluded item is faulty, damaged or not as described.

Cancelling Before Dispatch

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.

We will do our best to stop the order before fulfilment begins. However, orders can be processed quickly, so we cannot guarantee that cancellation will be possible before dispatch.

If your order has already been dispatched, you may still be able to return it in accordance with your cancellation rights and this policy.

Missing Refunds

If we have confirmed that your refund has been processed but you have not received it, please allow time for your bank or payment provider to process the transaction.

If you still cannot locate your refund after this time, please contact us and we'll be happy to help.

How to Request a Return

To request a return, please contact The White Wing Co. using the contact details provided on our website.

Please include your name and order number so that we can locate your order quickly.

Do not send an item back without contacting us first, as the correct return address may differ depending on the product.

Your Statutory Rights

Nothing in this Returns & Refunds Policy limits or excludes any rights you have under UK consumer law, including your rights where goods are faulty, not as described or not of satisfactory quality.

Last updated: August 2026