- Order Status & Tracking
- Ordering & Payment Options
- WHBM Rewards Information
- Returns, Adjustments and Exchanges
- Shipping Options & Charges
- Buy Online Pickup In Store
- Technical Questions
- International FAQ
- Pricing Policy
Order Status & Tracking
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 email@example.com
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 14 days before the price change was made. Please have your invoice number ready and contact our Customer Service Department at 1.877.948.2525 to see if you are eligible for a price adjustment.
Ordering & Payment Options
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), Paypal, White House Black Market Gift Cards and checkcards from either Visa or MasterCard.
12. When will my credit card or PayPal account be charged?
Your credit card or PayPal account will be authorized for the entire amount of the order at the time of purchase. The card or PayPal account 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 12pm 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.
WHBM Rewards Information
1. What is WHBM Rewards?
WHBM Rewards is White House Black Market’s customer loyalty program. There is no fee to join or maintain membership in the program. You may sign up for the program online, at any U.S. White House Black Market boutique, or by phone at 877.948.2525 by providing your first and last name, valid mailing address, phone number, email address and birth month.
For more details on the rewards see our Loyalty Page
2. How do I become a member of WHBM Rewards?
WHBM Rewards is open to U.S. and International residents, excluding Canadian residents. Unfortunately, Canadian residents are not eligible for WHBM Rewards. If you are a Canadian resident, you may create an online account, but will not be enrolled in our loyalty program. There is no fee to join or maintain membership in the program. You may sign up for the program online at whbm.com, at any U.S. White House Black Market boutique, or by phone at 877.948.2525 by providing your first and last name, valid mailing address, phone number, email address and birth month.
3. I already Have a WHBM Rewards Number But Am Creating An Account Online For the First Time. Do I Need My WHBM Rewards Number to Register?
If you are new to whbm.com but have already received a WHBM Rewards member number by shopping in our boutiques, outlets, or by phone, there will be a field in the online Registration page where you can enter your WHBM Rewards number. This allows us to locate you in our records and ensure that you receive your WHBM Rewards benefits as you shop online. You can find your WHBM Rewards member number on the back of your WHBM catalog, on your receipt, or in your emails from WHBM.
If you are already a registered user on whbm.com and are logged-in to the site, you will automatically receive your WHBM Rewards benefits. In this case you will not need to enter your WHBM Rewards member number.
If you think you’ve signed-up, but aren’t sure, you can call the WHBM Customer Service team at 877.948.2525.
4. The Website Gave Me A Different WHBM Rewards Number. What Do I Do Now?
If you already have a WHBM Rewards number and did not enter it when you created an account online, the number you see is a new WHBM Rewards number. Both 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 there should be any interference with your discounts and benefits, just contact us at 877.948.2525 or firstname.lastname@example.org with your order information and we will make the adjustments for you. If you have achieved Silver status (total qualifying net spend in a calendar year is equal to or greater than $500) and your order does not reflect your member discounts, please contact us with your order information and we will make the adjustments for you.
5. I Received communication telling me I'm a silver member, but I know I've spent enough to qualify me for a higher tier. what should I do?
You may have two or more account numbers on file that should be merged to combine all your purchases into a single account and qualify you for a higher tier. Please contact us at 877.948.2525 or whbm.com/signin or register your account online at whbm.com
6. What are the requirements and benefits of each tier?
Currently there are four tiers of benefits in the WHBM Rewards program. They are determined by net purchases made at White House Black Market (boutiques and outlets, online at whbm.com or by phone) during the calendar year. The four tiers are: Bronze, Silver, Gold and Platinum. Upon joining WHBM Rewards, you will be automatically enrolled as a member of the Bronze tier. Learn more at whbm.com/rewards.
7. How long will I maintain my Tier status?
As soon as you qualify for a new tier, you will receive an email welcoming you to that tier. You will maintain that status for the remainder of the current calendar year and the following year. While you won't drop tiers in the current calendar year, any returns you make may affect your tier status for the following year as calculated in January.
8. how long will it take for a purchase to be added to my qualifying spend ?
Please allow three business days for your purchase to be reflected in your total qualifying net spend.
9. I signed in to check my account, but the website does not accurately reflect my status. what should I do?
Please contact customer service at 877.948.2525 or email us at email@example.com. It is possible that you have multiple accounts that need to be merged
10. I Am A Silver, Gold Or Platinum Level WHBM Rewards Member. Where Will I See My 5% Discount Applied To My Online Order?
If you have achieved Silver, Gold or Platinum status (total net spend in a calendar year is equal to or greater than $500), you will see all of your discounts, including your 5% WHBM Rewards discount on merchandise, in 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.
WHITE HOUSE BLACK MARKET RETURN POLICY
Merchandise returns and exchanges will be accepted (excluding “final sale” items and gift boxes) within 60 days of the date of purchase. Returns must be accompanied by original or gift receipt, or date and amount of purchase must be validated in our system. Customer identification may be required. Refunds will be made in the original form of payment, except that merchandise credit may be given for gift receipt returns. If your original purchase was made by check, you may choose to receive a merchandise card, or a check will be mailed within 30 days of return. Merchandise must be in its original condition, unworn and unwashed, or merchandise must be defective. Merchandise purchased in an outlet store must be returned to an outlet. Purchases must be returned in the country of original purchase. We are unable to accept the return of product purchased online via BorderFree. All shipping and handling fees are non-refundable.
TELEPHONE AND ON-LINE PURCHASES
Merchandise purchased via PayPal may be returned in stores or returned via mail using the return shipping label provided. If you do not have your shipping label, please contact Customer Service.
BRING IT TO A BOUTIQUE
If you prefer to return or to exchange your purchase in one of our boutiques, our sales associates will be happy to help you with your return or exchange at any of our U.S. White House Black Market boutiques (excluding outlets).
Click here to find the boutique or outlet nearest you.
MAKE A RETURN BY MAIL
If you prefer to send your return by mail, please affix the Prepaid Return Shipping Label that we provided, along with your invoice, to the box and drop off your package in the U.S. mail. If you don't have a Prepaid Return Shipping Label, visit our Returns Portal where you can download and print a prepaid return shipping label. Please note that when we receive your return, we'll deduct $7.00 USD from your refund for handling fees. ShopRunner members enjoy free return shipping on all their orders placed with ShopRunner. If you prefer to use the carrier of your choice and create your own label, we recommend using a traceable and insured form of delivery.
Please ship returns to:
White House Black Market Reverse Logistics DC
2160 Breckinridge Blvd
Building 200 Suite 250
Lawrenceville, GA 30043
Returned Check Policy
A service charge of $25 or the maximum permitted by law will be assessed for NSF checks. The amount of the check and service charge may be collected via electronic debit or bank draft drawn from your account.
Price Adjustment Policy
We will adjust the price of an item on a one-time basis if price decreases within 14 days of original purchase if you present your original receipt in store for an in store purchase. Online or catalog purchases are not eligible for price adjustment in our stores.
Merchandise marked “final sale” is sold “as is” and may not be returned or exchanged and is not eligible for price adjustment.
For more information regarding returns, adjustments, and exchanges, including our return policy for International customers, please read our Return Policy.
Shipping Options & Charges
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||Shipping Rates†||Rewards Members|
8-10 Business Days
|$7.95||Free (Silver, Gold & Platinum)|
2-5 Business Days
1-3 Business Days
10-14 Business Days
Information based on orders placed by 12pm ET Monday through Friday
* Standard delivery is available for all U.S. addresses. APO/FPO military address deliveries arrive within 8-10 business days via USPS.
** Priority & Premium deliveries are not available for P.O. Boxes, APO/FPO military addresses, and other certain areas our parcel carriers 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.
**** WHBM provides FREE 2 Day Shipping by ShopRunner to ShopRunner members with online purchases of $25 or more. ShopRunner shipping will follow the 2nd Day Shipping policy (See above).
Please note: "Business day" refers to Monday through Friday, excluding holidays. Premium requested on Fridays is not available for Saturday arrival. Sales shipped to customers are FOB shipping point.
† Non-WHBM Rewards members and current WHBM Rewards members who have not yet reached Platinum, Gold or Silver status will receive these shipping rates.
Need it in a hurry?
Priority 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.
BUY ONLINE. PICK UP IN-STORE FAQ
How do I know if my order is available for same-day pickup in store?
Any product that is eligible for pickup will have a highlighted pickup area near the “add to bag” button. All you have to do is select color, size and quantity, click the “pick up in store” button and then enter your zip code. We will show you all of the stores near you that have product availability. Save your store location by clicking “my store” and we will show you inventory status at your store as you continue to shop. If you are a registered user, we will save your store to your account settings.
When will my order be ready?
- Orders are typically confirmed within the hour of placing the order.
- If an order confirmation email is not sent to you within an hour of placing the order, you should call the store selected for pick up.
When should I come to the store to pick up my order?
- Orders are typically ready for pickup within 4 hours.
- We will send you an email to let you know when it’s time to pick up your order! When your order is ready for pick up, you will receive a “Ready for Pick-up” email. This email will provide your in-store location for pickup and instructions on what to bring.
- Order must be picked up in the same store that you selected for pick up. You cannot change store.
- If the order was placed within 4 hours of close or after hours, it will be available for pick up the next business day. Store hours vary by location and by day.
What do I need to bring to the store in order to pick up my items?
You’ll be required to bring a valid government issued ID, such as a driver’s license or passport, and the order number or order confirmation email to pick up your items.
Can someone else pick up my order?
Yes! You can pick up your order yourself or designate an alternate person to pick up your order. If someone else is going to pick up your order, you must designate them as your alternate person when placing your order. You will need to provide their name and email address. We will notify both of you with a “Ready for Pickup” email with instructions for picking up your order. Your pickup person will need a valid government issued ID, such as a driver’s license or passport, and the order number or order confirmation email to pick up your items. Only the person you’ve designated can pick up the order.
Where do I pick up my order?
Pickup locations vary by store. Your “Ready for Pickup” Email will give you the store location where you can pick up your order. Our Style Experts are always happy to help if you let them know you are there for an order pickup.
How long will the store hold my order?
We will happily hold your order for 4 days, starting the day your order was processed. If the items are not picked up in four days, we will cancel your order and remove the hold that was placed on your original method of payment so that you will not be charged for the order. If you need to hold your order longer that 4 days, and want to arrange a time extension, please contact the store selected for pick up.
When will I be charged?
We will put a hold on your card when your order is placed online, and the transaction is completed when order is picked up. If the customer does not pick up the order, the hold is lifted, and the order is cancelled.
What happens when my order is not available for pickup?
If for some reason any item, or the entire order, is no longer available for pickup, you will receive an email to let you know. If it is the entire order, the order will be cancelled, and your credit card will not be charged. If it is a partial order, we will continue with the order and have the available items ready for pickup at your selected store. Your credit card will be charged only for the items you pick up. You will not be charged for missed items.
Can I select to pick up some items and ship others?
Yes! Your order can have items to pick up, items to be shipped to you or gifted to someone else, and any combination of these. Just remember, you are allowed to ship items to only one address and pick up items from up to four stores.
How do I return an item?
We want you to be happy with your order, but if you do need to return an item, you can do it right in the store. Just bring the item from your order and order confirmation email with you to any store location. You can also return your items by mail. Please see our Return Policy for details or call Customer Support at 877-948-2525.
Can I cancel my order?
If you are not entirely satisfied with your order, you can cancel it in the store you selected. Please note that orders begin processing immediately after your order is placed, and it may not be possible to cancel the order until it is ready for pickup. If you need to cancel immediately after you place your order, please call Customer Support at 877-948-2525.
Can I get a price adjustment if the price is cheaper in the store?
If your item is available at a lower price in the store, you may request a price adjustment at the time of pickup. Some exclusions may apply. Please see our Price Adjustment Policy for details.
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 member 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.
Who is Borderfree?
Borderfree is a groundbreaking global ecommerce solution that allows us to present our international shoppers with White House Black Market's product prices in the currency of their choice, aggressive international shipping and handling costs, and the lowest possible guaranteed order total. The Borderfree solution allows us to serve the best possible shopping experience to our international customers, so you can purchase from us with confidence.
How do I place an order?
It's easy! Our website recognizes when you are shopping from an international location. You may also click on the flag in the top right of the navigation bar to select your shipping destination and preferred currency. All prices will automatically be converted into your chosen currency.
Shop our website as you would normally by adding items to your bag and then clicking on the checkout button. We will calculate and display in your chosen currency a total transaction amount that includes your merchandise purchases, all shipping and handling costs to your selected international destination, and any applicable duties and taxes.
How are my shipping and handling and sales tax costs calculated?
Our international ecommerce partner, Borderfree, calculates and guarantees your international shipping and handling costs automatically during our checkout process. Your international shipping and handling costs are based on your selected level of service (e.g., standard or expedited shipping), your number of items, weight of your items, your selected destination country, and applicable duties and taxes. Standard shipping is currently not available for orders being shipped to Japan.
Can I ship an order outside of the U.S. but still pay in U.S. Dollars (USD)?
Yes! You can ship your order to any international destination currently supported by Borderfree and pay in U.S. dollars. We also support many other currencies.
What are the accepted methods of payment for international orders?
For your convenience, we accept Visa, Mastercard, American Express, JCB and China UnionPay.
Can I use my gift card or merchandise credit for international orders?
We are unable to accept gift cards or a merchandise credit as a payment method for international orders at this time.
When am I billed?
Your credit card will be billed by our e-commerce partner, Borderfree, at the time your purchases leave the United States of America and your credit-card statement will read "BF*WHBM" with 'BF' denoting the Borderfree network.
How can I track my International order?
You will receive an email that provides tracking information once your order ships. You may also track packages from within your order history.
Are there any items that cannot be shipped internationally?
If any of your items cannot be exported from the United States or imported into your selected country, you will be notified during the checkout process. As a general rule, consumer commodities such as aerosols, fragrances, and other alcohol-based products may not be available for international shipping.
Can I return my items?
Yes. Return instructions are provided with your package.
Curious about our pricing policy for products listed under our WHBM Outlet page?
Our Outlet product detail pages show two prices, a strike-through price and our discounted price. The strike-through price reflects our "Comparable Value" comparison price. To come up with our "Comparable Value" price, we compare our prices to the prices of similar styles from our full-priced retail stores and our competitors. We will adjust the price of the item to take into account differences in the features, benefits and materials between products found at our full-priced stores or our competitors and our outlet products. This adjusted price becomes the "Comparable Value" price. We then work to provide you with a discounted outlet sales price that provides you with the value you have come to know and love from our outlet products.