FREQUENTLY ASKED QUESTIONS *'Search for a question'*

ORDER ISSUES

I never received my order confirmation email

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.

I have received a faulty or incorrect item to what I ordered

Oh no! We are sorry to hear this and want to resolve this for you as quickly as possible. If 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.

Can I change or cancel my order after I have placed it? 

Unfortunately, once you've placed your order it is not possible to amend any details. This includes changing the shipping method, 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!

I am missing an item from my order

All items require barcodes and scanning upon dispatch so it is very unusual if an item is missing from an order! If you do find that an item is missing from your order, please email our Customer Service Team straight away so that we can get this looked into for you! You can email us via the email address info@whitefoxboutique.com or speak to us on our online chat.

Shipping and DELIVERY

Coronavirus update  ***HAVE THIS LINK to our covid19 page?****

Currently, there are no delays with our processing and dispatch times, however, your orders may just take a little more time to get to you than usual. Please view our COVID19 Page here ***** If you do find that your order has not arrived in the estimated timeframe we provide, please email us at info@whitefoxboutique.com and we can look into this further for you!

can I change my delivery address once I have placed my order?

Sadly, as our Dispatch Team works really hard to process orders as soon as they are placed, we can't guarantee that we can edit your delivery address. You are welcome to email us at info@whitefoxboutique.com however, it is not guaranteed that we will be able to edit your shipping method due to the time it takes for us to receive your email. Usually, by the time we reach customers email's, their order has already processed and we can't edit the order! This is why it is super important to ensure all your shipping information is correct before completing checkout!

How do I track my order?

LINK THE "TRACK MY ORDER" FUNCTION

Can I send my order to my po or apo box?

Only certain shipping methods can deliver to an APO or PO Boxes. Please view our Shipping Info Page for the best shipping method to select if you are using an APO or PO Box.

Where does White Fox ship from? ***SEO Q****

White Fox Boutique ship from Australia. Our White Fox fam pack your orders with love from our warehouse here in Sydney.

how long does it take for white fox to ship my order? ***SEO Q****

Shipping and delivery times can vary from country to country as we deliver to our White Fox babes across the globe every day. Please visit our shipping information page [link] for estimated delivery details to wherever you are in the world.

does my order require a signature upon delivery?

Orders placed with Same Day Delivery 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 and Australia Post Express and Standard are an authority to leave service due to COVID19 safety measures and does not require a signature on delivery.

where is white fox based?

White Fox Boutique is an Australian fashion brand loved and worn by babes across the globe. Our White Fox HQ is based here in Sydney and we also have a dreamy showroom in LA for our brand partners stateside.

REturns

Coronavirus return update

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

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

what is your returns policy?

Sorry to hear things didn’t work out for you!

Not to worry, you have 60 days to send your item back to us for a Store Credit to use on a new item or size. Store Credit is valid for 12 months and can be used on any item/s on our website!

Before returning your items, please make sure note of the below:

  • Items are in original condition and unwashed condition with all tags attached
  • You have submitted a return request via our Returns Portal
  • The items were not purchased from our Sale category as we do not accept the return of Sale items unless deemed defective
  • All shoes are returned in their original box inside a postage bag
  • We do not accept the return of any intimate set with briefs, cosmetics, fake tan, fishnet stocks, socks, silicone bras or earrings unless deemed defective or faulty

If you have purchased your items using a discount code, your store credit will be the final amount you paid for that item (minus the discount).

Sadly we don’t accept the return of Sale items. All Sale items are final, there is no exchange or refunds on these unless it has been deemed as having a manufacturing defect. (Please note ‘sale items’ are items under the sale section of our website).

Still unsure if you can return your item? Just email us here and we help you!

are returns free?

White Fox does not cover any return shipping costs. This means all return shipping costs must be covered by the customer.

If you are located in Australia, you will have the option to select a Prepaid Returns Label, however, this cost will be removed from your total store credit once we receive your return.

Our White Fox babes in NZ and the US are welcome to purchase a returns label from our OMNI Returns Portal here.

how do I return my items? *** SEO Q ***

To return an item, follow the steps on our Returns link!  

We've made it super easy to organise your White Fox Boutique return. Simply click 'Submit a Return' at the top of this page or log into your White Fox account and click 'Return Items' next to your order.
At White Fox you can return unwanted items of clothing, accessories and more for store credit - provided they are still in original unworn condition with tags attached. We also offer full refunds if the item you ordered has incurred a manufacturing fault.

CAn I exchange my item instead of receiving store credit?

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! Please ensure your items are in line with our returns policies before returning.

how long does it take us to process your return?

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

*Please allow extra processing time during high volume periods.

We suggest using a trackable returns shipping option so that you can keep an eye on your return!

how do returns work if I paid with afterpay?

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.

what is your returns address?

Please see our Returns Address below. Don't forget to include your Return ID Number on your package so that our Returns Department can locate your return request and process the store credit! This number is emailed to you once have submitted your return.  

White Fox Boutique
45-49 Dunning Avenue
Rosebery, 2018
NSW AUSTRALIA

PRODUCT and SIZE

What size should I order? SEO Q****

Quality and fit of your clothing is so important to us, we want your White Fox wardrobe to work every time. At White Fox Boutique our women's clothes and products run true to size almost all of the time. However, depending on how you want a certain style of clothing to fit, it's possible you may have to size up or down. 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. You can view our size guide here. - hyperlink the sizing

How often do we restock? SEO Q****

Our women's clothing styles are super popular and often sell out fast! We try to restock our most-loved items as often as possible, but unfortunately can't restock everything. If you missed out on a style you love you can sign up for White Fox restock notifications on our website. To be notified of when this item will be back in stock, simply enter your email address below the out of stock size. You can also keep an eye out on our Instagram [link] where we always update you on our popular White Fox clothing, swimwear and accessory restocks!

where do we design our garments? SEO Q ****

White Fox Boutique clothing is designed exclusively in-house, here in Sydney, by our super talented team. From custom designed prints to exclusive styles you won't find anywhere else, we work hard to create a collection of high quality women's clothing, swimwear and more at a price our babes can afford. We also have a team dedicated to perfecting product fit across our entire range and sourcing high quality fabrics to ensure your White Fox wardrobe delivers every time and, most importantly, keeps you looking fresh.

PAYMENTS, PROMOS and GIFT CARDS

what payment methods do you accept?

At checkout you will be able to select the option of paying with Visa, Mastercard, PayPal, American Express or Afterpay. However Afterpay is only available for customers in AU, NZ & USA only.  

can I pay with afterpay? **SEO Q****

Yes we do! Perfect for ordering before pay day, our AU, NZ and US babes can use Afterpay on any White Fox orders and pay over four installments due every two weeks. You can keep track of your White Fox payments and even pay off early over on the Afterpay website or app.

can i use afterpay or store credit to purchase a gift card?

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

can I purchase a white fox gift card?

Yes, you absolutely can purchase a White Fox online gift card! Just click HERE to purchase a White Fox Gift Card.

how do i use my gift card?

Once you have received your Gift Card code (which will be sent via email as we don't provide physical gift cards) you just enter this Gift Card Code in the "Gift Card or Discount Code" section at checkout!

how do I use a discount code?

At checkout there is a section for you to type in your discount code. (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.

How do I use my student discount?  

Student Beans/ Uni days

Technical issues

why isn't my store credit showing at checkout? 

There are a few reasons why your store credit may not be showing at checkout.

Please ensure you have checked the following:

- You may not have activated your account with us. You can activate/register your account by heading to our Register page and entering your contact information.

- You are logged in on the correct store front, you may need to switch to our US or AU account

- If you are checking out via ShopPay express checkout, you will not be able to apply your store credit. Instead, you will need to 'Check out as a Guest' and proceed to your checkout this way.

Still have trouble using your store credit? Please email us or speak to us via our Live Chat platform.

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

why is my checkout showing in aud? 

Our AU website only offers AUD at checkout, however, your bank will automatically convert this into your currency once the order is placed. Please reach out to your bank for their current exchange rates or for more info on fees they may charge you!

How can I unsubscribe to your emails?

We’re so sad to hear you want to leave the White Fox fam! Remember, we send exclusive access to our latest collections and discount codes through this email subscription. If you really want to unsubscribe from our emails you can do so by clicking “unsubscribe” at the bottom of any emails we have sent you.

how do I delete my account?

If you would like to delete your White Fox account, please send us an email as we need to do this from our end! info@whitefoxboutique.com