Customer Care

ORDER ISSUES

I didn't receive an order or shipping confirmation?

It’s possible the confirmation email has gone to your junk folder or maybe we have an incorrect email address for you!

Please contact us straight away at info@whitefoxboutique.com with the Full Name the order was placed under.

Can I change my billing address?

Unfortunately, we are unable to edit the billing address once an order has been placed. If you received the thanks for your order confirmation page that means you were able to successfully place your order. As long as your shipping address is correct, you will be able to receive your order!

What should I do if I receive an incorrect or faulty item?

We're sorry to hear you have received an incorrect or faulty item!

Please send an email to info@whitefoxboutique.com with your order number and photos of the item so we can resolve this as soon as possible.

Can I change my order address?

Unfortunately, once you've placed your order it is not possible to amend any details. This includes changing the delivery option, delivery address or payment methods as our warehouse team will have already started processing your order.

We're really quick at packing your order up which means we can't make any changes once you've placed it.

Can I cancel my order?

All order cancellations are processed as store credit. If your order has already processed, we are unable to cancel the order or make any changes.
If you place an order and email us straight away - it is not guaranteed that we will be able to cancel or edit your order as it can take 24-48 hours for our Customer Service team to respond to your email.

CLICK HERE TO EMAIL US

PAYMENTS, PROMOS & GIFT CARDS

How can I pay for an order?

Visa, Mastercard, Paypal, American Express and Afterpay (USA only) are available on our website at checkout.

How do I use my store credit?

Steps to use store credit at checkout.

1. Add item/s to your bag

2. Continue to checkout

3. Login to your White Fox Customer Account

4. Enter your shipping information

5. Choose a shipping method

6. In the order summery enter the total amount of store credit you want to use then click "Apply"

7. Store credit will be applied to your order.

8. If your total amount is more than your credit you will then need to also select Credit Card or PayPal to pay the remainder.

 

(Store Credits expire within 12 months, and can be used on any item/s online)

Can I purchase a White Fox Giftcard?

Yes, We have White Fox Giftcards! Click HERE to purchase.

How do I use a discount code?

Steps to use a discount code at checkout.

1. Add items to your bag

2. Continue to checkout

3. Enter your email address & shipping information

4. Choose a shipping method

5. In the order summery enter your discount code in the discount code box then click "Apply"

6. Discount code is applied to your order

(Please keep in mind discount codes cannot be used on collaboration items).

Can I use more than one discount code on my order?

Sorry! Only one discount code can be applied to an order. Discount codes must be entered at checkout and cannot be redeemed after this point. Please keep in mind discount codes cannot be used on any collaboration item.

Can I use Afterpay to purchase a Giftcard?

Unfortunately, Afterpay cannot be used to purchase gift cards at checkout. Sorry!

Is there a minimum spend on Afterpay?

For USA customers your purchase must be at least $35 USD to pay with Afterpay

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SHIPPING

When will my order be shipped?

Orders received before 12pm AEDT on a business day are shipped the same day, if your order is placed after this it will be dispatched the next day**.

Purchases made on Weekends and on NSW Public Holidays are processed and shipped the following business day. Once your order is dispatched you will receive your tracking number via your email entered at checkout.

 

Estimated shipping/delivery times do not include dispatch times, during high volume periods & sales dispatch times may vary.

United States & Canada Shipping

PLEASE NOTE PO BOX & APO BOX ADDRESSES MUST USE DHL STANDARD

DHL Express

EXPRESS

2-4 Business Day

$14.95 USD

Free for orders over $ 150 USD

Australia Post

STANDARD

6-10 Business Days

$7.95 USD

Free for orders over $75 USD

South America Shipping

Mexico

DHL Express

EXPRESS

2-4 Business Days

$10 USD

Puerto Rico

DHL Express

EXPRESS

3-5 Business Days

$35 USD

Guam

DHL Express

EXPRESS

3-5 Business Days

$35 USD

Australia Shipping

 

Australia Post

EXPRESS

Next Business Day

$6.95 USD

Free for orders over $50 USD

Australia Post

STANDARD

2-10 Business Day

$4 USD

Free for orders over $35 USD

 

Please note Australia Post Express Shipping and Standard Shipping require a signature upon delivery.

If you are located within NSW/ACT or the national Express Post Network (most metropolitan areas), this means next business day delivery for majority of customers. To check if you fall within Australia Post's Next Business Delivery Network, click HERE.
Shipments in regional areas outside the Next Business Day Network take 2-4 business days. Estimated delivery times are to be used as a guide only, and do not take into account any possible delays.

New Zealand Shipping

PLEASE NOTE PO BOX & APO BOX ADDRESSES MUST USE DHL STANDARD

DHL Express

STANDARD

1-2 Business Days

$10 USD

Free for orders over $150 USD

Australia Post

STANDARD

4-8 Business Days

$6.95 USD

Free for orders over $ 75 USD

*Please be advised shipments in regional areas can take an up 2 business days longer to arrive than the above estimated delivery timeframes.

United Kingdom & Ireland Shipping

PLEASE NOTE PO BOX & APO BOX ADDRESSES MUST USE DHL STANDARD

DHL Express

EXPRESS

3-5 Business Days

$14.95 USD

Australia Post

STANDARD

6-10 Business Days

$7.95 USD

 

Europe Shipping

PLEASE NOTE PO BOX & APO BOX ADDRESSES MUST USE DHL STANDARD

Austria

DHL Express

EXPRESS

3-5 Business Days

$17.95 USD

Belgium

DHL Express

EXPRESS

3-5 Business Days

$17.95 USD

Croatia

DHL Express

EXPRESS

3-5 Business Days

$17.95 USD

Denmark

DHL Express

EXPRESS

3-5 Business Days

$17.95 USD

Finland

DHL Express

EXPRESS

3-5 Business Days

$17.95 USD

France

DHL Express

EXPRESS

3-5 Business Days

$17.95 USD

France

Australia Post

STANDARD

6-10 Business Days

$6.95 USD

Germany

DHL Express

EXPRESS

3-5 Business Days

$17.95 USD

Germany

Australia Post

STANDARD

6-10 Business Days

$6.95 USD

Greece

DHL Express

EXPRESS

3-5 Business Days

$17.95 USD

Guernsey

DHL Express

EXPRESS

3-5 Business Days

$14.95 USD

Hungary

DHL Express

EXPRESS

3-5 Business Days

$17.95 USD

Italy

DHL Express

EXPRESS

3-5 Business Days

$17.95 USD

Jersey

DHL Express

EXPRESS

3-5 Business Days

$14.95 USD

Lithuania

DHL Express

EXPRESS

3-5 Business Days

$17.95 USD

Luxembourg

DHL Express

EXPRESS

3-5 Business Days

$17.95 USD

Malta

DHL Express

EXPRESS

3-5 Business Days

$17.95 USD

Netherlands

DHL Express

EXPRESS

3-5 Business Days

$17.95 USD

Norway

DHL Express

EXPRESS

3-5 Business Days

$17.95 USD

Poland

DHL Express

EXPRESS

3-5 Business Days

$17.95 USD

Portugal

DHL Express

EXPRESS

3-5 Business Days

$17.95 USD

Slovenia

DHL Express

EXPRESS

3-5 Business Days

$17.95 USD

Spain

DHL Express

EXPRESS

3-5 Business Days

$17.95 USD

Sweden

DHL Express

EXPRESS

3-5 Business Days

$17.95 USD

Switzerland

DHL Express

EXPRESS

3-5 Business Days

$17.95 USD

Asia Shipping

PLEASE NOTE PO BOX & APO BOX ADDRESSES MUST USE DHL STANDARD

Hong Kong

DHL Express

EXPRESS

2-4 Business Days

$14.95 USD

Hong Kong

Australia Post

STANDARD

6-10 Business Days

$9.95 USD

Singapore

DHL Express

EXPRESS

2-4 Business Days

$14.95 USD

Singapore

Australia Post

STANDARD

6-10 Business Days

$9.95 USD

Japan

DHL Express

EXPRESS

2-4 Business Days

$14.95 USD

 

Middle East Shipping

 

United Arab Emirates

DHL Express

EXPRESS

3-5 Business Days

$17.95 USD

Saudi Arabia

DHL Express

EXPRESS

3-5 Business Days

$17.95 USD

 

What if my Country isn't listed at checkout?

If your country is not listed please email info@whitefoxboutique.com for a shipping quote.

Customs charges

Customers can be charged for buying & importing product into their country. White Fox Boutique does not take responsibility of any customs or import fees that may occur once the parcel reaches its destination country, the recipient must cover these changes. Please note White Fox Boutique does not collect or handle any tax charges or fees. If you have any queries regarding tax you may have been charged, please contact DHL Express & your local customs office.

 

Unfortunately, we have no control over these charges, and cannot tell you how much these would be, as these fees vary widely from country to country.

We recommend contacting your local customs office prior to ordering ANYTHING online, so you are not surprised by any unexpected charges.

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RETURNS

Submit a Return

How do I return an order?

To return your order just click on 'Submit return' at the top of this page or log into your White Fox account and click 'Return Items' next to your order.

How long do I have to return an item?

Returns must be sent back to us within 30 days of purchase.

Change of mind policy

- Clothing will only be accepted if returned in its original clean condition with tags: unworn, unwashed, un-perfumed, free from make-up & fake tan

- Postage must be covered to send the item back to us

- ALL SALE ITEMS ARE FINAL, THERE IS NO EXCHANGE OR REFUNDS ON SALE ITEMS UNLESS DEFECTIVE OR FAULTY.

- Please note: We do not accept change of mind returns on intimate sets with briefs, cosmetics, fake tan, fishnet stocking, silicone free-bras or earrings unless defective or faulty.

- All clothing & swimwear must be tried on over underwear for hygiene. Do not remove the hygiene seal on swimwear as returns will not be accepted if removed unless defective.

- Please return shoes within its box in a postage bag, the box must be received in original condition.

- It is recommended that you use a traceable delivery method for all returns to ensure your delivery is safely returned to us. We are not responsible for any loss or damage to parcels returned to us.

- Items which do not satisfy the above Conditions of Return for our change of mind policy will not be accepted and the customer will be notified.

Can I exchange an item?

Unfortunately, we are currently unable to process exchanges. You can return the item to us and place a new order to receive the item of your choice using your store credit.

Returns processing over Black Friday & Cyber Monday sales

As we are experiencing a high volume period, the returns processing time has been extended.

Once we have assessed your return and it is in line with our returns policies, your store credit will be applied to your White Fox Boutique account.

An email notification will be sent once the store credit been applied to your account, so keep an eye out!When your return has been received by our warehouse, please allow extra time to receive your store credit.

We do understand that you may have some questions about your order or your return. To ensure that we resolve these queries for you as quickly as possible, please do not send multiple messages regarding the same issue. If you do, unfortunately, this will move your email to the back of our inbox.

United States Returns

If you are located in the United States & would like to use our flat rate return feature;

- CLICK HERE to access the Return Portal

- Fill out the information needed & purchase the flat rate postage of $19.95 USD

- Download & Print the Returns Label

- Stick the label onto your return at home or the post office

- If you use the original postage bag make sure you cross out any old addresses

- Place your parcel into your nearest USPS box or office

- Please note the label with have a US address, which will be forwarded to our warehouse in Australia (This will take 2-3 weeks)

Rest of the World Returns

To Return your order please follow the below steps:

  1. Submit a return via our returns page or through your White Fox account.
  2. Make sure your order number and email address is filled in then click ‘Return Items’
  3. Select the item/s you are wanting to return then click ’next’
  4. Select your return reason and Quantity from the drop down then click ‘next’
  5. Select Pre-paid shipping label
  6. You will receive a paid returns label via email which you attach to the front of return and  take to your local post office. Please note once we receive your return $9.95 AUD will be deducted from your store credit to cover the cost of the returns label.

How long does it take to process my return?

Once your return is received processing time can take 3-4 business days

*Please allow extra processing time during high volume periods

What do I do if I have received a faulty item?

If you think you have received an item with a manufacturing fault or an incorrect item to the one ordered - please email our Customer Service team as soon as possible at info@whitefoxboutique.com and attach 2-3 clear photos of the fault you are seeing. If the garment is found to have a manufacturing fault, we are happy to organise a refund, store credit or direct replacement.

Please note that White Fox Boutique does not accept returns for garments which have been damaged during wash, wear and tear.

Afterpay Returns

Orders placed using Afterpay - once we receive your return you will be issued with a store credit for the final price of the item/s. The Afterpay installments will continue to be captured until the order has been paid in full.

PRODUCT & STOCK

Size Guide

Measuring Guide

Are your clothes true to size?

Most of our clothes are true to size however there are variations every now and then, depending on the supplier. We always try to specify if something runs a little small or large. On each product we list the size of the model and what she is wearing along with a recommendation e.g. go up one size.

If you're still unsure, feel free to email us at stylist@whitefoxboutique.com & we will be glad to help you choose the right size.

What if the item I am interested in is sold out in my size?

Our items can sell out within hours and we are not always able to restock them. You can sign up to our email notification list by selecting request restock and entering your email address on the item & size you would like to purchase. If this item is restocked you will receive a restock notification email.

For more information or an estimated restock date please email info@whitefoxboutique.com

Is there any warranty on the product I purchase?

All products are covered by a 3 month warranty however this does not cover wear & tear or mis-use of the product. All manufacturing faults are covered under this warranty. Warranty will be void if the care instructions are not followed or if this product has been damaged due to mis-use. Not sure if you're covered? Please email info@whitefoxboutique.com if you have any questions.

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GENERAL INFORMATION

How do I reset my password?

Forgot your password? On your account page HERE click the 'forgot password' option and follow the steps to reset.

If your still having issues please send us an email at info@whitefoxboutique.com

Is there a White Fox Boutique Shop I can visit?

White Fox Boutique is exclusively based online only.

Where are you located?

We are located in the gorgeous Sydney, Australia!

Do you sell your stock wholesale?

Sorry, we do not sell our stock wholesale at the moment.

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