Shipping & Handling
No Hassle Returns
- Order Status & Tracking
- Ordering & Payment Options
- Black Book Information
- Returns, Adjustments and Exchanges
- Shipping Options & Charges
- Technical Questions
1. I didn't receive an order confirmation. What should I do?
If you did not receive an email confirmation of your order please call us at 1.877.948.2525 or email us at firstname.lastname@example.org
2. I just placed an order. Can I check the status of it online?
For your convenience, whitehouseblackmarket.com offers an Order Inquiry feature. Once you have logged in under "My Account", select the Order Inquiry link from the menu and you will be able to review and track delivery on orders made online and by phone.
3. What if an item is unavailable or backordered?
While we make every effort to fulfill your order, occasionally certain items may be unavailable. We will notify you via your email confirmation if we are out of stock on an item that you have ordered. Any changes will be removed from your order total and will be reflected on your shipping invoice. Items that are backordered will be indicated in your confirmation.
4. I received my order, but one item was missing. What should I do?
If you received your order and an item is missing (that is not on backorder) please call Customer Service at 1.877.948.2525 for further assistance.
5. How do I modify or cancel my order?
Due to the quick processing time at our distribution center, we are unable to cancel or modify an order after it has been submitted.
6.My order status is In Progress. What does that mean?
Your order is in the process of being fulfilled and shipped, but has not yet received a tracking number. Changes to your order cannot be made once your order is In Progress. We will gladly accept your return and provide an exchange or refund in accordance with our Return Policy.
7. I just ordered something, but now it's on sale. Do you honor price adjustments?
Yes, we do issue sale price adjustments. However, your order must have been placed no more than 10 days before the price change was made. Please have your invoice number ready and contact our Customer Service Department at 1.866.768.7662 to see if you are eligible for a price adjustment.
1. I'm not sure what size I wear. Does whitehouseblackmarket.com have a size chart that can help me?
Yes, we have a size chart link available on each product page.
2. I saw an item in one of your boutiques, but can't seem to find it on your website.
Merchandise selection on our website varies from our boutiques. Call us at 1.877.948.2525 and one of our sales associates would be happy to try to locate any item for you.
3. I want to purchase an item that I see online, but you don't have my size. Will it be back in stock?
We are a specialty company and make limited quantities of our apparel and accessories. Not all items that sell out will be re-stocked. If we are expecting to re-stock the item we will show an "expected shipping date" on the order confirmation. If sufficient quantities are available in boutiques, you can contact Customer Service at 1.877.948.2525 and the item can be located from a boutique location and mailed to your home.
4. Is it possible to save items in my bag?
You are able to save items in your shopping bag once you have logged on to the site. However, we do not recommend holding items in your bag for over a week. We are a specialty company and once an item sells out, the item will automatically be removed from your bag.
5. Can I purchase a Gift Card online?
Yes. Gift Cards are available for purchase online, by phone or at any participating White House | Black Market location.
6. How do I redeem my Gift Card?
Gift Cards may be redeemed at any participating White House | Black Market location, by phone or online. To redeem online have your Gift Card out as you will need to input the card # and pin during the Payment page at Checkout. For additional information regarding the redemption of Gift Cards, please call 1.877.948.2525.
7. Do you gift wrap?
While we do not offer gift wrap, we will gift box your order in a premium branded gift box.
8. How is my order gift packaged?
Gift packaging will include the following:
- Prices will be removed
- Items will be wrapped in tissue
- All items will be placed in one premium branded gift box per order
9. How do I select gift packaging?
Select the gift box option at step two in your shopping cart at checkout.
10. Is my gift packaging refundable?
Your gift packaging is not refundable.
11. What are the White House | Black Market online payment options?
We accept all major credit cards (Discover, American Express, Diner's Club International, JCB, CUP, Visa and MasterCard), White House | Black Market Gift Cards and checkcards from either Visa or MasterCard.
12. When will my credit card be charged?
Your credit card will be authorized for the entire amount of the order at the time of purchase. The card will then be charged when the order is shipped. We will send you an email confirmation of your order once you have completed the order.
13. My credit card was declined, but the charge is showing on my credit card account. What happened?
The "charges" that are appearing on your card account are pre-authorization holds. They are not charges; however, your card company may be temporarily holding those funds. Your card may have declined for one of the following reasons:
- Your BILLING address entered does not exactly match the BILLING address that your card company has on file.
- Your card company is declining your transaction because of insufficient funds or another reason from your card company.
Please contact your card company to release any pending holds from White House | Black Market if you received an ERROR response that matches any of the reasons above. White House | Black Market has no control of the grace period for releasing authorized funds, particularly debit card funds.
14. When will my order be processed?
If your order fits all authorization criteria, then all orders placed Monday-Friday before 2pm EST ship out the same business day, pending any unexpected delays. Orders placed on weekends and holidays will be processed and shipped on the next business day. If an item is on backorder, the item will ship out once it passes our quality control process.
15. I can't find the item I'm looking for. How can I search for it?
You can either enter the 9-digit Item number from your catalog into the search box at the top-right of the screen, or you can click on the Search link to find products by Keyword, Color and Size.
16. How do I use a coupon or discount code?
You will have the opportunity to enter in your discount code during Step One of the Checkout process.
1. What is the Black Book Program?
The Black Book Program is our loyalty program at White House | Black Market. There is no fee to sign up or maintain membership. Sign up for a Preliminary Black Book card online, at any White House | Black Market boutique, or by phone at 877.948.2525. Present your Black Book card or enter your membership number every time you shop at White House | Black Market. When your merchandise purchases reach $300 (whether it takes one day or three years - there's no limit on time) you will be upgraded to Black Book Member in our Black Book Program.
2. The website gave me a different Black Book or Preliminary Black Book number, what do I do now?
The numbers should merge within 72 hours and your original number is the one that will remain active. Any purchasing you do on the temporary number will be transferred to your original account once merged. In the meantime, if this interferes with your discounts and benefits, just contact us at 877.948.2525 or email@example.com with your order information and we will make the adjustments for you. If you are a full Black Book member (merchandise purchases reach $300) and your order does not reflect your member discounts, please contact us with your order information and we will make the adjustments for you.
3. Where do I input my Black Book or Preliminary Black Book Number?
If you are new to the website but have already received a Black Book or Preliminary Black Book number by shopping in our boutiques or by phone, there will be a field on the online Registration page where you can enter your Black Book or Preliminary Black Book number. By doing so it will help us locate you in our records and ensure that you receive your Black Book benefits as you shop online.
If you are already a registered user on whitehouseblackmarket.com and are logged-in to the site you will automatically receive your Black Book benefits. In this case you will not need to enter your Black Book or Preliminary Black Book number.
4. I am a Black Book customer. Where will I see my 5% discount applied to my order?
If you are a Black Book member (merchandise purchases reach $300), you will see all of your discounts, including your 5% Black Book discount on merchandise, on Step 3 of the Checkout process. In addition, you will receive a confirmation via email once your order has been processed. If the discount is not reflected, please contact customer service at 877.948.2525 or email us at firstname.lastname@example.org to review your order.
1. For web & catalog purchases
White House | Black Market - No problem 60 Day Return Policy
Returns made within 60 days of purchase are graciously accepted! (Wedding Dress 30 Day Return Policy is stated below.) Merchandise must be unworn and unwashed, or defective. Catalog and website merchandise may be returned to any boutique (excluding outlets) or to White House | Black Market Returns Department, 1275 Barrow Industrial Pkwy, Auburn, GA 30011. Returns made with the original receipt will be refunded in the original tender. Returns without the original receipt will be refunded at the lowest price in the form of a merchandise credit.
Wedding Dress Returns
Returns made within 30 days of purchase are graciously accepted! White House Black Market offers free returns for Wedding Dress purchases via a pre-paid postage return label. Merchandise must be unworn, unwashed, unaltered or defective. All Wedding dresses are delivered with an attached "product" tag. Please do not remove this tag until you are completely satisfied with your purchase. Once the tag has been removed, the garment is no longer returnable. Returns made with the original receipt will be refunded in the original tender. Returns without the original receipt will be refunded at the lowest selling price in the form of a merchandise credit.
Wedding dresses may not be returned to White House | Black Market Boutiques or Outlet boutiques
White House | Black Market - Adjustment Policy
We will gladly adjust the price of an item if it decreases within 10 days of your original purchase! A one time price adjustment may be made by calling 877.948.2525. Online or catalog purchases are not eligible for adjustment in our boutiques.
2. For purchases made in our boutiques
White House | Black Market - No Problem 60 Day Return Policy
Returns made within 60 days of purchase are graciously accepted! Merchandise must be unworn and unwashed, or defective. Outlet purchases must be returned to an outlet. Returns made with the original receipt will be refunded in the original tender. Refunds by check will be mailed within 30 days. Returns without the original receipt will be refunded at the lowest selling price in the form of a merchandise credit. Customer identification may be required for a refund.
RETURNED CHECK POLICY
Checks returned unpaid are subject to a service charge of $25 or the maximum allowed by law. The returned check, together with service charges, may be collected via electronic debit or bank draft drawn from your account.
White House | Black Market - Adjustment Policy
We will gladly adjust the price of an item if it decreases within 10 days of your original purchase! A one time price adjustment may be made on original or sale price merchandise. Customer must physically present original receipt at boutique if purchase was at boutique, (at outlet if purchase was at outlet). Online or catalog purchases are not eligible for price adjustment in our boutiques.
1. Do you ship to APO/FPO military addresses or P.O. Boxes?
We do ship to military addresses and P.O. Boxes, however, we can only ship these items via Basic and Quick delivery. Please note that Basic delivery requires an additional three days of arrival time.
2. Do you save my billing and shipping information so I don't have to enter it each time I place an order?
If you are a registered user and have signed in, yes. The current address we have on file for you will automatically show up in Step 2 of the Checkout process. You will be able to make any revisions at this time or enter in a different "Ship To" address.
3. What is the difference between a shipping and a billing address?
Your shipping address is where you would like your order to be shipped to; your billing address is the same address you used to place an order with your credit card.
4. What are the methods of shipping and charges?
| Shipping Options
(Orders placed by 2pm ET Monday-Friday)
|Parcel Post*||8-14 days|
|Next Business Day|
*Parcel Post delivery is available for all U.S. addresses. APO/FPO military address deliveries arrive within 8-14 days via USPS.
**Expeditied delivery is not available for U.S. territories, Alaska, and Hawaii.
***FedEx Express and FedEx Overnight deliveries are not available for P.O. Boxes, APO/FPO military addresses, and other certain areas FedEx cannot reach.
****International delivery is not available for international P.O. boxes. If your country isn’t listed on our drop-down country box, we’re currently unable to ship there.
Please note: “Business day” refers to Monday through Friday, excluding holidays. FedEx Overnight delivery requested on Fridays is not available for Saturday arrival.
Need it in a hurry?
Expeditied delivery is twice-as-fast.
For online orders, just click on the link in your confirmation email. If you placed a phone order, please call our Customer Service Team. Unfortunately tracking is not available for international delivery.
Taxes are based on the order's "ship to" address.
If you're shipping to a country outside the U.S., your order may be subject to import duties and taxes, which are levied once your package reaches your country. For more information regarding custom policies, please contact your country's local customs office.
1. I forgot my password. What do I do now?
When you click on "My Account" to log in you'll see a link to receive a Password hint/reminder. If this doesn't help, click "Email Me My Password" and your password will be sent to you via email within 24 hours.
2. I spelled my name wrong when I registered. How do I correct it?
Sign in on "My Account" using your email address and password. Next, click on "Account Profile." Make any necessary changes here and save your changes. If you make a change to your name and see that another Black Book number has been assigned to you, please contact our Customer Service Center at 1.877.948.2525 and we will get your accounts corrected.
3. How accurate is the color display on the Internet?
Because it's important that all whitehouseblackmarket.com customers be pleased with their purchases, be advised that all color varies slightly from one computer monitor to another.
5. I keep getting an error page. What should I do?
Please call our Customer Service Center at 1.877.948.2525 and be prepared to provide them with the error number listed on the error page.
6. Do I have to provide my email address if I want to browse the products?
You do not need to provide your email address if you just want to look around and browse the products on whitehouseblackmarket.com. We will ask you for your email address when you choose to make a purchase so that we may send you an order confirmation immediately after you place your order. This is to let you know we've received your information correctly and we are processing your order. When you register, there is a checkbox for you to select if you DO NOT wish to be contacted by email from White House | Black Market. If selected, we will not send you any promotional emails, only your order confirmation email.
7. Do I have to sign in?
White House | Black Market does not require you to be registered or sign in to make a purchase on our web site. We do strongly recommend creating an account online for all the great benefits, but we welcome guest shopping. Visit the "My Account" link at the top of any page to sign in.