How do I cancel my order?

Please advise us of this in writing by emailing us at sales@thewhitelounge.com and we will cancel your order and stop payment. If payment has already been received, a refund will be supplied within 30 days from receipt of notification. If you have received the item, written notification must be provided within 7 days from the day after the goods have been received. Goods must be returned within 14 days of notification.

Some items, where the product will be made to order, cannot be cancelled - these items are highlighted in the relevant product descriptions.

All returned products must be unused, in original condition and undamaged. The item should be wrapped up securely in its original packaging, or in packaging that is to an equivalent standard, and you will need to arrange and pay for a courier to return it – we will advise you of the return delivery address. You should retain your proof of postage.

What if the item is damaged when I receive it?

You should check the item has arrived in good condition before you sign for it. If you are unable to do this you should write ‘item unchecked’ on the delivery note. If it has arrived damaged you should write ‘item damaged’ on the delivery note.

You must notify us of this by email to sales@thewhitelounge.com as soon as possible and within 7 days of receipt. You will need to describe the damage and we may ask for a photograph of the damage. We will offer a replacement where possible or provide a refund if preferred. Refunds will be provided within 30 days of notification.

You should wrap the item up securely in its original packaging, or package it up to an equivalent standard, and we will arrange for it to be collected.

When will I receive my item?

Each item has its own associated delivery time, which is a guideline, and is stated with the description for that item.

If you need the item quicker, please contact us and we’ll endeavour to get it for when you need it – email us at sales@thewhitelounge.com or call us on 0121 733 3288.

Can I have the item delivered to an address that’s different to my billing address?

Yes, you can enter your required delivery address (within mainland UK) when you check out.

What’s the delivery cost?

Each item has its own associated delivery cost, which is stated with the description for that item.

Do you deliver overseas?

We currently only deliver to mainland UK. For all other enquiries please contact us and we’ll try to arrange this for you - email us at sales@thewhitelounge.com or call us on 0121 733 3288.

How will I receive my item?

All items will be securely packaged. As deliveries will be made through various courier companies, specific delivery dates or times cannot be confirmed. Most deliveries will need to be signed for so we suggest that you provide a delivery address where there is always someone present, such as a work address.

Will the colour of the actual item be the same as it looks on the website?

It will be similar, but colours seen on a computer screen will always look different to the real item in the flesh. However, if you are not happy with the colour of the actual product when you receive it, you can return it to us - as long as you comply with our terms - please see our delivery & returns section for details. Please note: some items, where the product will be made to order, cannot be cancelled - these items are highlighted in the relevant product descriptions.

How do I look after artwork while I decide if I am keeping it?

Any prints that have been supplied rolled-up must be stored flat immediately.

Can I track my order?

Our items are sourced from different suppliers and delivered through various couriers so if you have any queries about the status of your order please contact us and we’ll find out for you – email us at sales@thewhitelounge.com or call us on 0121 733 3288.

When do you take payment from my debit or credit card?

Within one week from receipt of order.

What do you do with the personal information I supply?

We are committed to protecting your privacy. The information you supply will be used in accordance with the Data Protection Act 1998 and is only used to process your order and provide good customer service. We will only send you marketing emails from The White Lounge with your prior consent, and we will not sell or pass your data on to any third parties.

I’ve not bought anything from your site before, how do I know it’s safe?

Transaction security is outsourced to Sage Pay, the largest independent Payment Service Provider in the country. Sage Pay provides secure debit and credit card payment solutions for thousands of online and mail order businesses across the UK and has achieved the highest level of compliance under the Payment Card Industry Data Security Standard and adheres to the most stringent levels of fraud screening. All transaction information passed between The White Lounge and Sage Pay is encrypted using industry standard 128-bit SSL certificates.

If you would prefer to pay by an alternative method, such as personal cheques or online bank transfers, please email us at sales@thewhitelounge.com or call us on 0121 733 3288.

What if I don’t like it when I receive it?

You have 7 days to decide if you would like to keep the item or not. If you decide you would like to return it, you must notify us of this in writing by emailing us at sales@thewhitelounge.com (or writing to the address stated in the Contact section) within 7 days from the day after the goods have been received. You must state your name and order number on the email. Goods must be returned within 14 days of notification.

Some items, where the product will be made to order, cannot be returned - these items are highlighted in the relevant product descriptions.

All returned products must be unused, in original condition and undamaged. The item should be wrapped up securely in its original packaging, or in packaging that is to an equivalent standard, and you will need to arrange and pay for a courier to return it to us – we will advise you of the return delivery address. You should retain your proof of postage.

A full refund for the item, including the original delivery cost, will be supplied within 30 days of notification.

What types of payment do you take?

We accept all the major debit and credit cards including Visa Credit, Visa Debit, Electron, Mastercard, Maestro, Solo and American Express. If you have any queries about any other payment methods, such as personal cheques or online bank transfers, please email us at sales@thewhitelounge.com or call us on 0121 733 3288.

Is VAT included in the prices?

Any VAT chargeable is included in the prices.

What if I’ve found something I like but I want a different colour or size?

Please contact us by email at sales@thewhitelounge.com or by phone on 0121 733 3288 and we will find out if the item is available in any other formats.