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ORDERS + DELIVERY

What are the delivery options and when can I receive my order?
We ship our shoes via standard express shipping for both local and international orders. We require 3-5 business days is to process and prepare your order before our team ships out your parcel. Nevertheless, if you require your shoes earlier, drop us an email at contact@thewhiteatelier.co and we will try our best to make necessary arrangements for you!

Can I receive my order tomorrow if I made a purchase today?
We typically need 3-5 business days to process your order, and standard express shipping takes another 2-3 business days to deliver to local Malaysian addresses, and 3-7 days for international orders (depending on location). However, we can arrange for special door-to-door delivery for you if you need your shoes urgently (like, on the same day!), where a separate fee will be charged according to your delivery location. For urgent international orders, drop us an email at contact@thewhiteatelier.co and we will try our best to find a shipping option that best meets your timeline!

Do you deliver on weekends?
Orders with standard express shipping are typically delivered on weekdays during business hours only. However, there is a special option of door-to-door where delivery on weekends is possible, with a separate fee depending on your delivery location.

How do I change my delivery information?
Got a change of mind for your preferred delivery address or contact number? Fret not! Just drop us an email at contact@thewhiteatelier.co on your order number and preferred delivery information, and our team will update your order accordingly.

Can I collect my online purchase at the store?
That's certainly possible! Our studio is located at Atria SOFO Suites, Damansara Jaya (right above Atria Shopping Gallery), and open on weekdays from 10am to 5pm, and closed on public holidays. Kindly note that our team occasionally works out of office, so to ensure that we will be around to assist you in your shoe shopping or hand you your order, kindly make an appointment with us in advance for your shoe collection or purchase.

Do you ship internationally?
Oh, sure we do! Shipping fees are calculated upon checkout, and for any reason you are not able to checkout with your preferred delivery address, kindly drop us an email at contact@thewhiteatelier.co with your order number and our team will be in touch with you soonest.

What should I do if my order hasn't been delivered yet?
The status of your order delivery will be updated on your account whenever there is a progress. In the event that you have failed to receive any delivery status update from us after 7 business days, kindly reach out to us via email at contact@thewhiteatelier.co with your order number and we will look into it as soon as possible!

What is my delivery status?
After you made your purchase with us (hooray!), you will be updated when your order is being processed, and subsequently delivered with your registered tracking number shared with you so you can estimate the arrival of your parcel. If you fail to receive any updates from us after 7 business days of your purchase, kindly reach us and we will fill you in on the status of your order!

I received a defective item, what should I do?
First of all, we would like to sincerely apologise for any defective item received. Each pair of shoes goes through stringent quality control before they are packed and delivered. However, exceptions may occur and we would be more than happy to exchange a new pair with your defective pair on hand. Kindly take note that exchange can only be possible if the shoes aare returned to us within 7 working days upon receiving, and condition of the shoes are to be new, unworn, and clean with original packaging intact. Shoes that have dirt or feet stains will not be eligible for exchange.

I received a wrong item, what should I do?
Oh dear, big apologies for the mix-up! Kindly drop us an email at contact@thewhiteatelier.co for us to arrange a new and accurate pair for you.

Can I change or cancel my order after confirmation?
All orders and payment received are final, therefore cancelled orders will not be eligible for a refund. As for change of order, kindly reach our team within 24 hours after initial order is placed for us to arrange for another pair in your desired design or sizing. Kindly note that once your order is processed and shipped, we will not be able to make any changes to it any longer.

 

PRODUCTS

Where can I get more information about a product?
Our product pages are complete with all the details you need to know about our shoes- everything from photos of the shoes to description of its fabrics and materials used, height, fit and sizing (over at the Size Guide tab). However, if there are still additional information that you would like to find out abouy our products and services, do drop us an email at contact@thewhiteatelier.co and we will do our best to answer all your queries!

What's the best way to care for my shoes?
Our shoes are all made with the finest and most delicate of materials, fully lined with genuine leather lining and are made to last for years (according to our past #TWAbrides who still wear their shoes for anniversaries after the wedding!). Therefore, it is vital for new owners of our shoes to take special care of them by avoiding wet, dirty and uneven surfaces that may cause the pair to be stained and potentially damaged beyond repair. If you find stains on your shoes after wearing them out (which is inevitable!), do clean them up as soon as possible to avoid the dirt to stay permanently on your shoes. You may purchase a fabric stain remover from your nearest hardware store, spray them onto a piece of clean, white cloth and gently dab or rub onto the stained areas to properly remove them. To ensure longevity of your shoes, do store them inside your given box and keep the silica gel pack intact which helps in dehumidifying your shoe box, and remember to store them away from direct sunlight, heat, and bring them out to be aired occasionally to keep them as good as new!

When will you restock a product?
All our shoes are special editions and made in limited quantity. We will do our best to restock the designs that have been sold out, and will allow backorders for them. However, not every design is restockable, so we encourage our customers to act fast and purchase the design they love before they're completely sold out!