Shipping policy

Order processing

We normally prepare and dispatch orders within 2–3 working days after payment has been confirmed.

Working days are Monday to Friday, excluding UK bank holidays. Orders placed during weekends or bank holidays begin processing on the next working day.

During particularly busy periods, processing may take longer. If a significant delay affects your order, we will contact you using the details supplied at checkout.

Delivery destinations

We currently offer delivery to:

the United Kingdom;
the European Union;
the United States;
Australia and New Zealand;
other non-EU destinations; and
other supported Rest of World destinations.

The available delivery services for a particular address are displayed at checkout. We may be unable to deliver to certain countries, territories, remote locations or restricted addresses.

Delivery charges and estimates

Delivery charges are calculated using the destination and available delivery service and are shown at checkout before you complete your purchase.

Any delivery estimate displayed at checkout begins after the order has been dispatched. Delivery dates are estimates rather than guarantees and may be affected by customs clearance, carrier delays, severe weather, public holidays and other circumstances outside our reasonable control.

We will send a dispatch confirmation when your order has been handed to the carrier. Tracking details will be included where the selected service provides tracking.

International orders

International orders may be subject to import duties, taxes, customs charges or handling fees imposed by the destination country.

Unless checkout expressly states that these charges are included, the recipient is responsible for paying them. Whyte & Smith does not control these charges and cannot predict their amount. We recommend checking with the relevant local customs authority before ordering.

Customers are responsible for ensuring that products can lawfully be imported into the destination country.

Customs procedures may delay international deliveries. These delays are outside our direct control, but we will provide reasonable assistance where possible.

Delivery addresses

Please check that the delivery address is complete and accurate before submitting your order.

If you notice an error, contact hello@whyteandsmith.com as soon as possible. We cannot guarantee that an address can be changed after an order has entered processing or been dispatched.

Additional delivery costs resulting from an incorrect or incomplete address may be charged to the customer where permitted by law.

Delayed or missing deliveries

If an order has not arrived within the estimated delivery period, please contact hello@whyteandsmith.com and include your order number.

We may ask you to check with household members, neighbours, reception staff or a designated safe place before we open an enquiry with the carrier.

Whyte & Smith remains responsible for the goods until they are delivered to you or to a person you have identified to receive them, except where you independently arrange a carrier that we did not offer.

Damaged parcels or incorrect orders

Please contact hello@whyteandsmith.com promptly if a parcel arrives damaged or contains an incorrect item. Include your order number and, where reasonably possible, photographs of the parcel and products so that we can investigate and resolve the problem.

Nothing in this policy limits your statutory consumer rights.