the details
Returns & Refunds
Last updated: 22 August 2026
The short version: 30 days, unworn, full refund. If the item arrived damaged, faulty or simply wrong, we pay the postage and you do not have to send it back. If you just changed your mind, you pay the return postage.
The window
You have 30 days from the day your order is delivered to start a return. We go by the carrier's delivery date.
What we can take back
Items must be:
- Unworn and unwashed
- In their original packaging, with any tags still attached
- In the condition they arrived in — fur not brushed out, headband not bent
Trying something on to see if it fits is fine. That is not "worn".
For hygiene reasons we cannot resell head-worn items that show signs of use, so items returned visibly worn may be refused or refunded in part. We will always tell you before we do that and send you a photo.
How to start a return
- Email thewhitehorse.officialrequests@gmail.com with your order number and which items you are returning. If something is damaged or wrong, attach a photo.
- We reply within one business day with a return authorisation and the return address.
- Post it back. Use a tracked service — without tracking we cannot help if it goes missing in transit.
Please do not post anything back before you have emailed us. Unannounced returns arrive without an order number attached and we often cannot work out whose they are.
Who pays the postage
| Situation | Return postage |
|---|---|
| Item arrived damaged, faulty, or is not what you ordered | We pay. Usually you keep the item and we just replace or refund it. |
| Changed your mind, wrong colour, does not suit you | You pay. |
Original shipping charges are refunded only where the fault was ours.
Refunds
Once your return arrives and we have checked it, we issue the refund within 5 business days, to your original payment method. Your bank or card issuer then typically takes a further 5–10 business days to post it to your account — that part is out of our hands.
We will email you when the refund leaves our end.
Exchanges
We do not run a formal exchange process, because holding an item for you while a return travels back is not something we can do reliably. Return the item for a refund and place a new order for the one you want — it is faster and you are not waiting on us.
Cancelling an order
Email us within 12 hours of ordering and we can almost always cancel it in full before it goes to fulfilment. After that it is on its way and you will need to return it once it arrives.
Sale items and discount codes
Sale items are returnable on exactly the same terms. If a discount code applied to your order, we refund what you actually paid.
Your statutory rights
Nothing in this policy limits your rights under applicable US federal or state consumer protection law. Where the law gives you more than this policy does, the law wins.
Questions
Email thewhitehorse.officialrequests@gmail.com or call (860) 259-4672, Monday to Friday, 9am–5pm Eastern.