Frequently Asked Questions
Questions about orders
We are excited to allow our online customers the ability to purchase our newest items early by placing a preorder. A preorder can be placed if the item(s) shown are not immediately available for shipment. Items offered for preorder will be clearly marked as such, and will display an estimated shipping date for your reference on their product pages. Please note that these dates are not guaranteed and the actual shipping date may vary for any given preorder item. When placing a preorder, the item(s) purchased are reserved for you and will be shipped as soon as they become available. You will be charged for the total amount of all preorder items purchased at the time the order is placed.
We accept the following payment methods on williamwhite.com:
- All major Credit Cards (Visa, Mastercard, American Express, Discover)
- Apple Pay
If you haven't received an order confirmation email within 1 hour of placing your order, we recommend checking your spam or junk email folder. You can also search for our email address "ww@williamwhite.com."
If you are still unable to find your order confirmation email please send us an email or contact us via WhatsApp.
Regretfully, it is not possible for us to reserve items in your Shopping Bag. If an item has disappeared from your Shopping Bag, this may mean that it is no longer available.
If the item is sold out, please click on the “email me when available” button and provide your email address. We will notify you if the item becomes available.
Questions about shipping and returns
We offer standard or express shipping for every order, excluding oversized items like furniture.
You can find more information regarding our shipping methods and carriers on our Shipping and Returns page, along with the approximate shipping windows for each method.
Orders will be shipped within 3-5 days from confirmation.
If you have placed an order from multiple categories (i.e. apparel and ceramics), you may receive multiple shipments for the same order. For each shipment you will receive a Shipping Confirmation email with the corresponding tracking details.
If you have an account you can check your order's shipping status by going to Login in the upper right hand side of the site.
At the time of checkout you will receive an Order Confirmation email. You will receive another email once your order has shipped containing tracking information which you can use to follow your shipment's progress.
Once your order has been dispatched you can follow its progress by clicking the tracking link in the Shipping Confirmation email.
Should you require any further assistance in tracking or locating your order, please contact us via email or WhatsApp or call us at +1 212 837 1171.
If you have changed your mind about your order after you have placed it, we kindly ask that you contact us as soon as possible via email or WhatsApp. Please note that orders that have already been processed cannot be changed or canceled and must be returned. For help initiating a return please refer to our Shipping and Returns page.
We want you to be delighted with your William White purchase and if for any reason you are not completely satisfied, we are happy to accept a return for refund. All costs relating to postage for returns are the buyer’s responsibility.
Items, excluding furniture, purchased from williamwhite.com can be returned if the return is initiated within 14 days of their delivery date. Please ensure that the item is in its original condition with tags still attached.
To initiate a return for an order placed on therow.com please review the instructions on our Shipping and Returns page. You will be responsible for the shipping method and costs associated with the return.
Once your return shipment reaches our studio, please allow up to 10 business days (depending on peak times) for your return to be processed. You will be issued a refund to the original form of payment and you will receive a confirmation email.
We do not currently offer exchanges.
If you have changed your mind about an item you have ordered, you may return it for a refund within 15 days of receiving your order. Please ensure that the item is in its original condition with tags still attached.
Questions about purchasing furniture and fine art