FAQs

I'm a new customer. How do I create an account / place an order? 
Please proceed the first purchase as a new customer after adding items to cart and click check out button. When the payment is completed, it will show ‘password set up’ automatically. Simply set your password to create an account! 

What do I do if I have forgotten my password ?
If you have forgotten your password, please send us password reset request on the log in page.

What payment methods do you accept?
We accept Visa Credit, Visa Debit, MasterCard, Maestro, Visa Electron and PayPal. For American Express and Discover, please select PayPal method on the payment page. If you don't have a PayPal account, you can proceed the payment as guest by selecting "Don't have a PayPal account?" where you can select American Express or Discover as payment method.

How should I complete the checkout form, what information is required? 
This form is explained clearly and simply here.

I'm a student, do you offer student discount? 
Yes! We offer 10% student discount to all students! Please email a copy of your student card (help@thewhitepepper.com) clearly showing photo and expiry date to receive your exclusive discount code. Discount code must be applied at point of purchase. 

What delivery options do you offer in the UK?
Standard UK delivery is just £1.99! For recorded, door to door service, in which your order will arrive in 3-5 working days after shipping.
We also offer guaranteed next day delivery, for fees please click here. Please note orders must be received before 12pm. 

What delivery options do you offer Internationally?
We offer two international delivery services:
Standard International Delivery : Standard delivery, parcels not tracked. 
Recorded International Delivery: An express service, all parcels tracked. 
For fees please click here.  

Customers will be responsible for paying any applicable import duties and taxes. Charges may vary based on the contents of the order and country. Customers are advised to contact their local customs office for further information on current import regulations.

Delivery working days are classed as Monday to Friday. Weekends are not included, nor are UK Bank holidays. Therefore please allow an extra working day for deliveries over UK Bank Holidays as detailed below:

Jan 1st : New Year's Day
April 18th : Good Friday
April 21st : Easter Monday
May 5th : Early May Bank Holiday
May 26th : Spring Bank Holiday
August 25th : Summer Bank Holiday
December 25th : Christmas Day
December 26th : Boxing Day

What are EU fee countries?
EU countries are those specified below, which qualify for EU delivery fee. These may differ to those usually specified by location and law. 
EU Fee Countries:  Albania, Andorra, Armenia, Austria, Azerbaijan, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Georgia, Germany, Gibraltar, Greece, Greenland, Hungary. Iceland, Ireland, Italy, Kazakhstan, Latvia, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Romania, Russia, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey, Ukraine, Uzbekistan.

Why has my card been declined?
Please make sure your address is typed correctly, especially your address and postcode. The billing address must match with the address  to which the bank account is registered. If you continue to have problems with making payments, please email help@thewhitepepper.com.

My order won’t go through. What should I do?
Please only click the “Place Order” button once to avoid multiple authorisations. If you continue to receive an error message after reviewing your credit card information, billing and shipping addresses, make sure you are using the latest version of your web browser.
If you continue to receive error messages, please contact us at help@thewhitepepper.com

I just placed my order. Can I add another item to it? 
Unfortunately not, you need to place a separate order for any additional items. We aim to ship all multiple orders together.
 
I need to change my address. How can I do that?
Go to ‘your account’ after log in.  Click ‘view addresses’, then you will able to edit or delete current address as well as adding a new address.  If you are a new customer, you can edit your address on the check out. Please note that we are unable to change your delivery address once an order has been placed. When you want your orders to be delivered to new address, please make sure to change your address before placing an order.
 
How can I cancel my order?
If you need to change or cancel your order before we ship item(s), please contact us as soon as possible by filling contact form here after you have placed your order otherwise it may be too late. If your orders are already shipped, we are able to cancel and refund the orders when items are returned. For our full refund policy, please click here
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There is a problem with my order and I wish to return it, what do I do?
If you are not happy with your item(s), you can always return them for a refund within 7 working days for UK orders, 10 working days for international orders from the day you receive them.  For our full refund policy, please click here

Where do I return my order? 
Please complete the enclosed returns form and send to 
THE WHITEPEPPER,
Unit 8, The Marshgate Business Centre,
LONDON
E15 2NH

Can I return Sale items?
Unfortunately we do not accept returns on sale, vintage or one-off design items. For our full refund policy, please click here.

How do I redeem a gift voucher? What are the terms and conditions? 
To redeem a gift voucher, simply enter the code specified on your voucher at the checkout. 
Please note gift vouchers must be used within the date specified on the voucher, in one transaction, and items purchased using a gift-voucher are exchange only. 

How do I know when you restock specific items?
We always update all our new arrivals and restock items on our Facebook page. Or if you would like to enquire about items you are interested in and make a reservation, please email us at help@thewhitepepper.com

Do you have a Christmas returns policy? 
Yes! Christmas gifts purchased in orders placed between 18th November to 23rd December are valid for exchange only until January 13th.