Ordering online

Question What do I do if I have forgotten my password?
AnswerYou can either contact our customer care team and we will assist you with a new password, or you can press on My account/ Sign in/ Forgot your password? An auto-generated password will then be sent to your registered email address.
Question How will I know if you received my order?
AnswerWhen you place an order on whyte-studio.com an order confirmation will be sent to your registered email address. In the event that you have entered an incorrect email address, please contact our customer care team and we will send you the order details.
Question Do I need to set up an account to order something online?
AnswerYou don’t have to set up an account to shop with us but we recommend that you do. It is fully possible to check out as a guest, but if you register an account you can track your order, register returns and save information, which will make it easier to check out next time you order with us.
Question How do I cancel my order?
AnswerYou cannot cancel your order yourself but we can of course help you. The order can only be canceled before it has shipped and before our warehouse has started working with the order. After that we cannot guarantee a cancellation. When the order has been shipped, you will receive a shipping confirmation email. If you have requested a cancellation after the order has shipped, you must return it for a refund instead.
Question I've added the incorrect shipping address, how do I change it?
Answerou must contact our customer care team to change your shipping address. The shipping address can only be changed before the order has shipped. Unfortunately you cannot update your shipping address yourself after the order has been placed.
Question From where do you ship?
AnswerAll orders shipped from UK. All US orders are always shipped DDP, meaning you don’t pay any extra import duties/taxes/brokerage fees.

Shipping and Delivery

Question How do I track my order?
AnswerAs soon as your order is shipped from our warehouse, you will receive a shipping confirmation email with your tracking number.  You can click on the tracking number on this e-mail to view your shipment’s progress. You can also easily follow your order on its way to you by entering your tracking number at the courier’s website. Additionally, you can log in to your account online in order to see the tracking number.
Question How many days does it take for my order to arrive?
AnswerShipping usually takes between three and five days depending on country, but may take up to seven days for some destinations. More specific shipping days can be found under our help section and shipping information.
Question When will I receive my order?
AnswerAs soon as your order has been shipped, you will receive a shipping confirmation email with a tracking number. The regular processing time is between 1-3 business days, and the estimated delivery time is depending on the country. For standard shipping, you should have your order within 7 business days from placing the order. For express shipping, you should have your order within 3 business days from placing your order.
Question Can I ship my order to another country?
AnswerYou can ship your order to another country by choosing that country as shipping country at the bottom of the site. You can still fill out your billing address in the correct country. Orders placed from the US can only be sent within the US.
Question To which countries do you ship DDP?
AnswerWe ship Delivery Duty Paid (DDP) to all countries within EU, Switzerland, Norway, United States, South Korea, Japan, China, Australia and Hong Kong.
Question How much duty and tax will I have to pay?
AnswerUnfortunately we cannot estimate how much duties you will pay. If your order is shipped Delivery Duty Paid (DDP) you will not have to pay any duties, but if the order is shipped DDU your local customs should be able to estimate the price. Kindly note that for orders in the US we are obligated to collect state sales tax in California and New York.
Question Can I ship my order to a post office box, APO, or FPO address?
AnswerUnfortunately we cannot ship to P.O. boxes, APO, FPO or freight forwarding addresses.
Question How much do I pay for shipping?
AnswerUnder our help section you will find the delivery costs for your country.

Payment

Question What payment methods does Whyte Studio accept?
AnswerWe offer different payment methods in different countries. In all countries we accept credit cards, but in many countries we also offer Pay Pal and country specific payment methods. At checkout you will see what payment methods we offer in your shipping country.
Question Is it safe to use my credit card online at Whyte Studio?
AnswerYour personal online security is very important to us. To help ensure your shopping experience is safe, simple and secure we use Secure Socket Layers (SSL), the industry standard in transferring information to process your orders. When placing an order, you can immediately check the security validity by clicking the VERISIGN logo at checkout. To ensure your information is kept private, we do not process or store any payment information in our database.
Question In which currency will my purchase be made?
AnswerWe charge in different currencies in different countries. Most countries are charged in local currency while some other countries are charged in either GBP, AUS or USD. In the country selection list at the bottom of the site, you will see what currency you will be charged in.
Question When will I be charged?
AnswerWhen you place an order with us, we place an authorisation on the form of payment you used and the funds are temporarily reserved for your purchase but you are not actually charged. When your order has been dispatched, we will capture the funds from your account.
Question Can I save my card details?
AnswerIf you place an order with us you can chose if you want to store your credit card details. There are stored only by our payment service provider and we will not be able to see the details. We recommend storing card details if you want a smoother checkout the next time you order with us.
Question Why was my credit/debit card declined at checkout?
AnswerIf your order attempt was declined, this can often be due to your bank. We suggest that you contact your bank or card-issuing company to ask if they have any kind of block on your card. If you receive another error message, please contact our customer care team and we will do our best assist you.
Question Will there be any additional costs to my order?
AnswerNorway, Japan, South Korea, Hong Kong, USA & Canada are shipped on a DDP (Delivery Duty Paid) basis, meaning all taxes and import duties are included in the final price. Hence, your order will not be subject to any additional charges. Orders within the European Union are also shipped DDP and will not be subject to any additional charges. Countries outside the European Union are shipped DDU and additional charges may be added by your local customs.
Question Can I claim a tax refund on a purchase made online?
AnswerUnfortunately we currently do not offer tax refunds online. Please contact our customer service for further information on how to proceed.
Question I have a gift card certificate. How can I use it?
AnswerIf you have a gift card certificate, you can simply use it by entering your gift card code in the second step of the checkout at the “payment” section. You will have a button called Use Gift Card/Voucher, where you can enter your code. Please note that gift cards purchased can only be used online.

Pre-Orders

Question When will my pre-order ship?
AnswerThe estimated shipping date is noted on the product page and in the checkout process. If you place an order with pre-order items and in-stock items, you will receive separate shipments and shipment confirmations when each item is dispatched.
Question When will I be charged?
AnswerWhen you place a pre-order with a credit or debit card, your card will only be authorized, meaning a temporary “hold” will be placed for the funds needed on your card. Your card will be charged when your pre-order item is shipped to you. If you place an order for multiple items, your card will be authorized for the total amount, and then charged for each item at the time of shipment: the separate charges will equal the original total authorization. If you pay with an alternate payment method, you will be charged in full when you place the order.
Question What happens if I order in-stock and pre-order items?
AnswerIf you order products that are in-stock along with pre-order items, you will receive multiple shipments: we will ship you the in-stock item as soon as possible, and the pre-order item when it becomes available. If you paid with a credit or debit card, you will see 2 separate charges that will equal your total order amount, that will occur at the time of each shipment. 
Question What happens if I order multiple pre-order items?
AnswerIf you order more than one pre-order item, and they have different shipping dates, they may be sent together at the later shipping date.
Question What if I want to return a pre-order item?
AnswerOur regular return policy applies to pre-order items. You will have 14 days from when you receive the last item from your order to return any items from your order. For ease of return processing, we recommend only making one return shipment.

Returns and exchanges

Question How do I return an item?
AnswerWe offer full refunds or exchanges into a different size if an unwanted item is shipped/postmarked within 14 days from when it was delivered to you. In order to receive a full refund, the item must be returned in its original condition.

If you checked out as a guest, visit our returns page, and enter your order information at the bottom to request a return or exchange. You can then simply return the items to our warehouse following the return procedure in the confirmation email. Refunds for returned merchandise will be made to the original purchaser’s form of payment within two weeks of the return. 

Question How do I exchange an item?
AnswerPurchased items are exchangeable into different sizes. All exchanges are based on stock availability and are shipped to you free of charge. If you want to return your item for an exchange into a different size, please use our Return Merchandise Authorization (RMA) system as explained above and state which size you prefer instead.

Should you be interested in an alternative style or colour, please return your item/s to us and simply purchase the new piece separately at acnestudios.com.

Question I have received a faulty product, what should I do?
AnswerWe will help you manage the shipment back to us, and make sure a new item is sent to you. Since we need to establish the details of the damage before we decide how to return the item, please do not send anything back to us without our knowledge and confirmation. Please visit our contact page for contact information.
Question Can I exchange for a more expensive product?
AnswerFor security reasons, we do not save your payment information in our database. Therefore, you are not able to exchange an item for a more expensive one. Items can only be exchanged into the same style but a different size, i.e., items cannot be exchanged for less expensive items either.
Question I want to return something but I checked out as a guest / don’t have an account. What do I do?
AnswerSimply enter your order information at the bottom of the returns page and follow the instructions to submit a return/exchange request.
Question I received an item from you as a gift. Can I return it?
AnswerIf the gift was bought from us online, you can return it within 14 days upon delivery. We require the name of the person that bought the gift, and also that the item is in its original condition with all the tags still attached. If the gift was bought from one of our stores, we recommend contacting them directly. If the items is returned for a refund, this can only be issued to the the same bank account from where the purchase was made.
Question Is my package insured and do I need to sign for the package?
AnswerAll orders sent from us are insured until you have received it. DHL require a signature upon delivery. However, if they cannot locate you on the given address, they are allowed to leave the package with a neighbour or similar. Therefore we strongly advise you to track the order to make sure you are available at the shipping address at the delivery time.
Question Will I be refunded for the full amount of my order?
AnswerWhen returning all items from your order, we will issue a full refund including the standard shipping cost from us to you. Exchanges are always free of charge.
Question When do I get my refund?
AnswerWhen we have received and processed your return, you will receive an email notification. Normally it takes 3-5 business days before you can see the refund back on your account, depending on your bank/credit card/form of payment.

Customer Service

Question How do I receive the latest information from Whyte Studio?
AnswerSign up to our newsletter and we will send you the latest news.
Question How do I contact Whyte Studio customer care team?
AnswerYou can contact us either by phone, email, or live chat. Our email address is info@whyte-studio.com. You can reach us at the following number: +44 (0) 20 3176 8018
Question How do I take care of my Whyte Studio product?
AnswerAll of our items come with a care label. We strongly recommend following these instructions. When it comes to leather, shearling and shoes, we recommend contacting us for specific care information.
Question I no longer want to receive Whyte Studio newsletters. How do I unsubscribe?
AnswerAt the bottom of each newsletter you receive from us there is a link to unsubscribe.
Question How fast will I receive a reply to my inquiry?
AnswerWe aim to answer all e-mails within 24 hours, but normally faster than that. Our opening hours are (UK) 9am–6pm GMT.
Question Will my Whyte Studio favourites be restocked?
AnswerWe will add items to the web shop as soon as it comes back in stock. You can sign up yourself to be notified when your size becomes available from the product page. Just select the size that is out of stock and click “notify me,” then follow the instructions.
Question I can’t find a certain item in your web shop, is there any chance I may find it elsewhere?
AnswerThe best way to get a hold of items that are not available in the web shop is to contact our customer care service team.

Order and tracking

Question Can I change my order?
AnswerAn order cannot be changed once the merchandise has been processed by our warehouse. Before our warehouse has started processing the order, we can update the size or colour. Please contact us as soon as possible and make sure to have your order number available. Items may always be exchanged or returned within 14 days after you have received them.
Question When will my order be shipped?
AnswerYour order will be fulfilled within two business days, subject to card clearance and stock availability. However, we do aim to ship every order the same day. Our warehouses operate Monday to Friday except public holidays.
Question Where is my order?
AnswerOnce your order has been approved, you will receive an email confirmation with your shipping details and tracking number. You can click on the tracking number in your e-mail to view the progress of your shipment. Sign in to your account and click ”My Profile” for tracking and shipping status or follow the tracking number you received in the shipping confirmation email if you do not have an account with us.
Question Can I add items to my order?
AnswerAt this time we cannot add items to an order – it is better that we attempt to cancel your original order and that you place a new one. If you need to cancel or change an order, please contact us and have your order number available through the contact page.

Size and fit

Question What size should I order?
AnswerUnder each item online you will find a general size guide. For most items, you will also find the garment measurements for that specific item under the size guide button. Click on “size guide” in the menu to the right on the shop page, above the black “add to bag” button. Please choose “garment measurements” to find the actual measurements – these can help you in order to choose the correct size. We welcome you to contact our customer care team for specific sizing advice as well.
Question What can I do if my size is out of stock?
AnswerPlease contact our customer care team and we can try to help you locate the item. You can also add yourself to a waiting list for the product by visiting the product page, selecting the size you want, and clicking on “notify me”.
Question What sizing do you use?
AnswerOur clothes are based on UK/European sizing. If you want to compare our sizes to your regular size, please use our size chart that you find on each product page.