Customer Care

ORDER ISSUES

I didn't receive an order or shipping confirmation?

It’s possible the confirmation email has gone to your spam mail or maybe we have an incorrect email address for you!

Please contact us straight away at info@whitefoxboutique.com with the Full Name the order was placed under.

Can I change my billing address?

Unfortunately, we are unable to edit the billing address once an order has been placed. If you received the thanks for your order confirmation page, that means you were able to successfully place your order. As long as your shipping address is correct, you will be able to receive your order!

What should I do if I receive an incorrect or faulty item?

We're sorry to hear you have received an incorrect or faulty item!

Please email info@whitefoxboutique.com with your order number and 2-3 clear photos of the item, so we can solve this as soon as possible.

Can I change my order address?

Unfortunately, once you've placed your order it is not possible to amend any details. This includes changing the delivery option, delivery address or payment methods as our warehouse team will have already started processing your order.

We're really quick at packing your order up which means we can't make any changes once you've placed it.

Can I cancel my order?

All order cancellations are processed as store credit. If your order has already processed, we are unable to cancel the order or make any changes.
If you place an order and email us straight away - it is not guaranteed that we will be able to cancel or edit your order as it can take 1-2 Business Days for our Customer Service team to respond to your email.

CLICK HERE TO EMAIL US

PAYMENTS, PROMOS & GIFT CARDS

How can I pay for an order?

Visa, Mastercard, Paypal, American Express and Afterpay (AU, NZ & USA only) are available on our website at checkout.

How do I use my store credit?

Steps to use store credit at checkout.

1. Add item/s to your bag

2. Continue to checkout

3. Login to your White Fox Customer Account

4. Enter your shipping information

5. Choose a shipping method

6. In the order summary enter the total amount of store credit you want to use then click "Apply"

7. Store credit will be applied to your order.

8. If your total amount is more than your credit you will then need to also select Credit Card or PayPal to pay the remainder.

 

(Store Credits expire within 12 months, and can be used on any item/s online)

Can I purchase a White Fox Giftcard?

Yes, We have White Fox Giftcards! Click HERE to purchase

How to I use a discount code?

Steps to use a discount code at checkout.

1. Add items to your bag

2. Continue to checkout

3. Enter your email address & shipping information

4. Choose a shipping method

5. In the order summary enter your discount code in the discount code box then click "Apply"

6. Discount code is applied to your order

 

(Please note that discount codes are not valid on collaboration items).

Can I use more than one discount code on my order?

Sorry! Only one discount code can be applied to an order. Discount codes must be entered at checkout and cannot be redeemed after this point.

Can I use Afterpay or Store Credit to Purchase a Giftcard?

Unfortunately, Afterpay and Store Credit cannot be used to purchase gift cards at checkout. Sorry!

CLICK HERE TO EMAIL US

SHIPPING

COVID-19 Update

White Fox Boutique is taking all the necessary precautions to ensure not only the safety of our staff and delivery partners but also, our customers. Our warehouse remains open with extra safety measures taken. Our customer support is still accessible via email and live chat to help answer any questions you may have.

Currently there are no delays with our dispatch time, however, the shipping time to your country may be affected.
Please view the link below to see if your country is impacted:

https://auspost.com.au/about-us/news-media/important-updates/coronavirus/coronavirus-international-updates 

 

Please note: We send International orders with DHL Express and Australia Post International Standard (We do not use Australia Post Economy Air).

 

Australia

Please note that all Zoom2U and Australia Post Express/ Standard packages no longer require a signature upon delivery until further notice.

 

We will update our website if any further delays or changes are expected.

 

When will my order be shipped?

Orders received before 12 PM AEST Monday - Friday are shipped the same day. If your order is placed after this time, it will be dispatched the next business day*.

Purchases made on weekends and on NSW Public Holidays are processed and shipped the following business day. Once your order is dispatched you will receive your tracking number via your email entered at checkout.

*Estimated shipping/delivery times do not include dispatch times, during high volume periods & sales dispatch times may vary.

Sydney Same Day Delivery

FLAT RATE $14.95 AUD FOR ALL SAME DAY DELIVERIES

 

Order by 11:30 AM Monday - Friday AEST and receive your order before 5PM AEST on the Same Day!

 

If your Same Day Order is placed after 11:30 AM AEST or on a weekend or NSW public holiday then your order will be delivered the following business day.

Unfortunately, we are unable to deliver to Australia Post Office Boxes or Parcel Lockers with Same Day Delivery. Customers must provide a business or residential address where somebody can accept the delivery from our courier.

*Please note this option will only be available if Same Day Delivery is available to your address. For more information click here

 

 

Australian Express & Standard Shipping

Australia Post

EXPRESS

Next Business Day

$7.95 AUD

Free for orders over $75 AUD

Australia Post

STANDARD

2-10 Business Day

$4.95 AUD

Free for orders over $50 AUD

 

Please note Australia Post Express Shipping and Standard Shipping require a signature upon delivery.

If you are located within NSW/ACT or the national Express Post Network (most metropolitan areas), this means Next Business Day Delivery for majority of customers. To check if you fall within Australia Post's Next Business Delivery Network, click HERE.
Shipments in regional areas outside the Next Business Day Network take 2-4 business days. Estimated delivery times are to be used as a guide only, and do not take into account any possible delays.

 

New Zealand Shipping


PLEASE NOTE PO BOX & APO BOX ADDRESSES MUST USE DHL STANDARD

DHL Express

EXPRESS

1-2 Business Days

$14.95 AUD

Free for orders over $150 AUD

Australia Post

STANDARD

4-8 Business Days

$7.95 AUD

Free for orders over $ 100 AUD

*Please be advised shipments in regional areas can take an up 2 business days longer to arrive than the above estimated delivery timeframes.

United States & Canada Shipping

PLEASE NOTE PO BOX & APO BOX ADDRESSES MUST USE DHL STANDARD

DHL Express

EXPRESS

2-4 Business Day

$14.95 AUD

Free for orders over $ 150 AUD

Australia Post

STANDARD

6-10 Business Days

$7.95 AUD

Free for orders over $100 AUD

United Kingdom & Ireland

PLEASE NOTE PO BOX & APO BOX ADDRESSES MUST USE DHL STANDARD

DHL Express

EXPRESS

3-5 Business Days

$20 AUD

Australia Post

STANDARD

6-10 Business Days

$9.95 AUD

 

Europe Shipping

PLEASE NOTE PO BOX & APO BOX ADDRESSES MUST USE DHL STANDARD

 

Austria

DHL Express

EXPRESS

3-5 Business Days

$25 AUD

Belgium

DHL Express

EXPRESS

3-5 Business Days

$25 AUD

Croatia

DHL Express

EXPRESS

3-5 Business Days

$25 AUD

Denmark

DHL Express

EXPRESS

3-5 Business Days

$25 AUD

Finland

DHL Express

EXPRESS

3-5 Business Days

$25 AUD

France

DHL Express

EXPRESS

3-5 Business Days

$25 AUD

France

Australia Post

STANDARD

6-10 Business Days

$9.95 AUD

Germany

DHL Express

EXPRESS

3-5 Business Days

$25 AUD

Germany

Australia Post

STANDARD

6-10 Business Days

$9.95 AUD

Greece

DHL Express

EXPRESS

3-5 Business Days

$25 AUD

Guernsey

DHL Express

EXPRESS

3-5 Business Days

$20 AUD

Hungary

DHL Express

EXPRESS

3-5 Business Days

$30 AUD

Italy

DHL Express

EXPRESS

3-5 Business Days

$25 AUD

Jersey

DHL Express

EXPRESS

3-5 Business Days

$20 AUD

Lithuania

DHL Express

EXPRESS

3-5 Business Days

$25 AUD

Luxembourg

DHL Express

EXPRESS

3-5 Business Days

$25 AUD

Malta

DHL Express

EXPRESS

3-5 Business Days

$30 AUD

Netherlands

DHL Express

EXPRESS

3-5 Business Days

$25 AUD

Norway

DHL Express

EXPRESS

3-5 Business Days

$25 AUD

Poland

DHL Express

EXPRESS

3-5 Business Days

$25 AUD

Portugal

DHL Express

EXPRESS

3-5 Business Days

$25 AUD

Slovenia

DHL Express

EXPRESS

3-5 Business Days

$25 AUD

Spain

DHL Express

EXPRESS

3-5 Business Days

$25 AUD

Sweden

DHL Express

EXPRESS

3-5 Business Days

$25 AUD

Switzerland

DHL Express

EXPRESS

3-5 Business Days

$25 AUD

Estimated delivery times do not include customs delays or holds. In the unlikely event that you have not received your parcel within the estimated delivery time above, please contact your local customs office or shipping courier. If you're still having trouble with delivery please reach out to our customer service team at info@whitefoxboutique.com

 

Asia Shipping

PLEASE NOTE PO BOX & APO BOX ADDRESSES MUST USE DHL STANDARD

Hong Kong

DHL Express

EXPRESS

2-4 Business Days

$20 AUD

Hong Kong

Australia Post

STANDARD

6-10 Business Days

$12.95 AUD

Singapore

DHL Express

EXPRESS

2-4 Business Days

$20 AUD

Singapore

Australia Post

STANDARD

6-10 Business Days

$12.95 AUD

Japan

DHL Express

EXPRESS

2-4 Business Days

$20 AUD

 

South America Shipping

 

Mexico

DHL Express

EXPRESS

2-4 Business Days

$20 AUD

Puerto Rico

DHL Express

EXPRESS

3-5 Business Days

$50 AUD

Guam

DHL Express

EXPRESS

3-5 Business Days

$50 AUD

 

Middle East Shipping

 

United Arab Emirates

DHL Express

EXPRESS

3-5 Business Days

$30 AUD

Saudi Arabia

DHL Express

EXPRESS

3-5 Business Days

$30 AUD



What If My Country Isn't Listed At Checkout?

If your country is not listed please email info@whitefoxboutique.com for a shipping quote.

Customs Charges

Customers can be charged for buying & importing product into their country. White Fox Boutique does not take responsibility of any customs or import fees that may occur once the parcel reaches its destination country, the recipient must cover these changes. Please note White Fox Boutique does not collect or handle any tax charges or fees. If you have any queries regarding tax you may have been charged, please contact your local customs office.

 

Unfortunately, we have no control over these charges, and cannot tell you how much these would be, as these fees vary widely from country to country.

We recommend contacting your local customs office prior to ordering ANYTHING online, so you are not surprised by any unexpected charges.

Custom holds

Estimated delivery times do not include customs delays or holds. In the unlikely event that you have not received your parcel within a delivery time estimated above, please contact your local customs office or shipping courier.

If you're still having trouble with delivery please reach out to our customer service team at info@whitefoxboutique.com

Does my order require a signature on delivery?

Orders placed with Same Day Delivery, Australia Post Domestic Express, Australia Post Domestic Standard and DHL Express require a signature upon delivery (unless a signature release is organised by the customer directly with the carrier).

If your order requires a signature on delivery please provide an address you will be at Monday - Friday. If you authorise a 'Signature Release' on your order, White Fox Boutique and the carrier are not liable for any loss or damage to the package.

 

Please note: International Standard shipping is an authority to leave service and does not require a signature on delivery.

CLICK HERE TO EMAIL US

RETURNS

Submit a Return

COVID-19 Extended Returns Policy

White Fox Boutique is taking all the necessary precautions to ensure not only the safety of our staff and delivery partners but also, our customers.

 

We understand it may be harder for customers to returns orders back to us which is why we have extended our returns policy to 60 days until further notice.

 

Please ensure your item/s are in line with all other return policies.

Our customer support is accessible via email and live chat to help answer any questions you may have.

Change of Mind Returns Policy 

If you are unhappy with your purchase, you are welcome to return your items for a Store Credit as we do not refund for change of mind or incorrect sizing. If you purchased your items using a discount code, your store credit will be the final amount you paid for that item (minus the discount). Store Credits expire within 12 months, and can be used on any item/s on our website.

 

- Items will only be accepted if returned in 100% original condition with tags: unworn, unwashed, un-perfumed, free from make-up & fake tan.

- Customers must cover the postage cost to send the item back to us.

- ALL SALE ITEMS ARE FINAL, THERE IS NO EXCHANGE OR REFUNDS ON SALE ITEMS UNLESS DEFECTIVE OR FAULTY.

- Please note: We do not accept the return of any intimate sets with briefs, cosmetics, fake tan, fishnet stocking, socks, silicone freebras or earrings unless defective or faulty.

- All clothing & swimwear must be tried on over underwear for hygiene. Do not remove the hygiene seal on swimwear as returns will not be accepted if removed (unless defective).

- Please return shoes in the original box in a postage bag. The box must be received in original condition to be accepted.

- It is recommended that you use a traceable delivery method for all returns to ensure your delivery is safely returned to us. We are not responsible for any loss or damage to parcels returned to us.

- Items which do not satisfy the above Conditions of Return for our change of mind policy will not be accepted and the customer will be notified.

How do I return an item?

To submit a return for store credit, click on 'SUBMIT A RETURN' at the top of this page or log into your White Fox account and click 'Return Items' next to your order.

Can I return a sale item?

- Sadly we don't accept the return of sale items. All sale items are final, there is no exchange or refunds on sale items unless there is a manufacturing fault.
(Please note 'sale items' are items under the sale section of our website)

How long do I have to return an item?

Returns must be sent back to us within 60 days of purchase.

How long does it take to process my return?

Once your return is received, processing time can take 3-4 business days.

*Please allow extra processing time during high volume periods.

Can I exchange an item?

Unfortunately, we are currently unable to process exchanges. You can return the item to us for a store credit which you can use to place a new order.


ALL SALE ITEMS ARE FINAL, THERE IS NO EXCHANGE OR REFUNDS ON SALE ITEMS UNLESS DEFECTIVE OR FAULTY.

What do I do if I have received a faulty item?

If you think you have received an item with a manufacturing fault or an incorrect item to the one ordered - please email our Customer Service team as soon as possible at info@whitefoxboutique.com and attach 2-3 clear photos of the fault you are seeing. If the garment is found to have a manufacturing fault, we are happy to organise a refund, store credit or direct replacement.

Please note that White Fox Boutique does not accept returns for garments which have been damaged during wash or wear and tear.

Guest Checkout And Returns

You are welcome to place an order as a 'Guest' at checkout. If you have checked out as a 'Guest' and would like to return your item for store credit, click on 'SUBMIT A RETURN' at the top of this page using your order number and email address used for the order. Once we receive and process your return, your store credit will be applied under the email address used to place the order. To access the store credit, you will need to 'Register' the account by clicking here.

Afterpay Returns

Once we receive your return, you will be issued with a store credit for the final price of the item/s. The Afterpay installments will continue to be captured until the order has been paid in full.

Australian Returns

To Return your order please follow the below steps:

  1. Submit a return via our returns page or through your White Fox account.
  2. Make sure your order number and email address is filled in then click ‘Return Items’
  3. Select the item/s you want to return then click ’next’
  4. Select your return reason and Quantity from the drop down then click ‘next’
  5. Two Postage options will appear

Option A: To use your own return shipping method

You will receive an email with our returns address and you can use your own method of shipping to send your return back to us.  (Please note, postage must be covered to send your return back to us).

 

Option B: Pre-paid shipping label

You will receive a paid returns label via email which you attach to the front of return and take to your local post office. (Please note once we receive your return $9.95 AUD will be deducted from your store credit to cover the cost of the return label).

New Zealand Returns

If you are located in New Zealand & would like to use our flat rate return feature;

- CLICK HERE to access the Return Portal

- Fill out the information needed & purchase the flat rate postage of $9.10AUD

- Download & Print the Returns Label

- Stick the label onto your return at home or the post office

- If you use the original postage bag make sure you cross out any old addresses

- Place your parcel into your nearest NZ Post box or office

- Please note, the label will have a NZ address - from there your return package will then be forwarded to our warehouse in Australia (this can take approx 2 weeks to arrive)

International Returns

To Return your order please follow the below steps:

  1. Submit a return via our returns page or through your White Fox account.
  2. Make sure your order number and email address is filled in then click ‘Return Items’
  3. Select the item/s you are wanting to return then click ’next’
  4. Select your return reason and quantity from the drop down then click ‘next’
  5. Select 'Store Credit customer to return products (0)'
  6. You will receive an email with our returns address and you can use your own method of shipping to send your return back to us.  (Please note postage must be covered to send your return back to us).
CLICK HERE TO EMAIL US

PRODUCT & STOCK

Size Guide

Measuring guide

Are your clothes true to size?

Most of our clothes are true to size, however, there are variations every now and then, depending on the supplier. We always try to specify if something runs a little small or large. On each product, we list the size of the model and what size she is wearing along with a recommendation if necessary e.g. Go up one size.

If you're still unsure, feel free to email our online stylist at stylist@whitefoxboutique.com for personalised sizing recommendations.

What if the item I am interested in is sold out in my size?

Our items can sell out within hours and we are not always able to restock them. You can sign up to our email notification list by selecting 'request restock' and entering your email address on the item & size you would like to purchase. If this item is restocked you will receive a restock notification email.

For more information or an estimated restock date please email info@whitefoxboutique.com

Is there any warranty on the product I purchase?

All items are covered by a 3 month warranty however this does not cover wear & tear or mis-use of the product. All manufacturing faults are covered under this warranty. Warranty will be void if the care instructions are not followed or if the item has been damaged due to mis-use. Not sure if you're covered?

Please email info@whitefoxboutique.com if you have any questions.

CLICK HERE TO EMAIL US

GENERAL INFORMATION

How do I reset my password?

Forgot your password? On your account page HERE click the 'forgot password' option and follow the steps to reset.

If you're still having issues please send us an email at info@whitefoxboutique.com

Is there a White Fox Boutique shop I can visit?

White Fox Boutique is exclusively based online only.

Where are you located?

We are located in gorgeous Sydney, Australia!

Do you sell your stock wholesale?

Sorry, we do not sell our stock wholesale at the moment.

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