The UK is exiting the European Union on 1st January 2021. While we manage the transition period, there will be some temporary changes to some dispatch and delivery processes for our international customers. Find details of all the changes below, and please contact our friendly Customer Service team if you have any further questions.
Order dispatch
Due to the Brexit transition, we are experiencing unforeseen carrier delays when processing international orders. We are investigating this as a matter of urgency and hope to have this issue resolved soon.
You will receive an email confirming when your order has been dispatched. We are very sorry for the inconvenience and hope to be fully operational again soon.
Customs & duty
From 1st January 2021, orders from EU countries with an order value over €150 will be subject to import duty. The White Company pays all import taxes and duties on your behalf but we are aware that recently some of our customers have been contacted by our carrier partner, DPD, and asked to pay charges for the parcel to be delivered. That is an error relating to Brexit transition process changes and we are working with DPD to ensure they resolve it as quickly as possible.
In the meantime, if you are contacted by DPD and a duty payment is requested, then you will need to pay the charge to release the order for delivery. Please then contact us on 0044 2037 589 222 with proof of your duty payment and we will ensure you are refunded. We apologise for this inconvenience and thank you for your continued support.
Returning your item
From 1st January 2021, returns from EU countries will be subject to UK VAT (20%) for goods valued at £22 or more and EU customers will now be required to complete customs declarations to import the goods into the UK. In addition, import duty may be payable on goods valued over £135. The White Company pays all import taxes and duties on your behalf. Please contact the customer services team with proof of payment of duty and VAT and we will reimburse you. EU customers will continue to be responsible for paying carrier costs as per the existing return process.
Order dispatch
We anticipate that there may be some delays in orders being received in Northern Ireland as the new systems and processes are established. If your order is delayed for any reason, our carrier will contact you to confirm the delay and new estimated delivery time.
Order dispatch
We are currently experiencing a delay with international orders being processed. We are investigating as a matter of urgency and hope to have this issue resolved soon. In the meantime, you can still place an order with us, but it may take longer to arrive. You will be notified by your courier when your order is dispatched. We are very sorry for the inconvenience, and hope to be operating fully again soon.
If you have a query about an order or an issue that needs resolving, please see our Contact Us page, where you can find more information and speak to dedicated advisors in our Contact Centre.
