FAQS
Frequently Asked Questions
Find answers to the most common questions below. Can't find what you're looking for? Email us at info@thewhitmorefamily.com and we'll get back to you as soon as possible.
Orders
How do I place an order?
Choose your item and size, add it to your cart and complete the secure checkout. You'll receive a confirmation email as soon as your order has been placed.
Can I change or cancel my order?
You can cancel your order within 4 hours of purchase by emailing info@thewhitmorefamily.com. After that your order is already being processed and can no longer be cancelled. You can still return it after delivery by following our return policy.
How can I track my order?
Once your order has shipped, we'll email you a tracking number. You can also follow your package on our Track Your Order page.
I entered the wrong shipping address. What now?
Contact us as quickly as possible with your order number and the correct address. We'll do our best to update it before your order ships.
Shipping
How much does shipping cost?
Shipping is free on all orders. No minimum spend and no hidden fees.
How long does delivery take?
Orders are processed within 1–3 business days. After that, delivery within the USA takes 6–11 days. During busy periods delivery can take a little longer.
Will I have to pay import taxes or customs fees?
Any import taxes, customs duties or fees are the responsibility of the recipient.
What if my order is lost or arrives damaged?
Please contact our customer support team right away at info@thewhitmorefamily.com. We'll work with you to solve it quickly.
Returns & Refunds
How long do I have to return an item?
You have 30 days after receiving your order to return it. After 30 days we can no longer offer a refund or exchange.
What are the conditions for a return?
Items must be unused, in the same condition you received them and in the original packaging. For hygiene reasons, underwear, lingerie, tights and certain personal care products cannot be returned.
How do I start a return?
Email info@thewhitmorefamily.com with your order number, the reason for your return, your contact details and a photo if the item is damaged. We'll reply with the next steps.
Who pays for return shipping?
Return shipping costs are paid by the customer. Returns are sent to our return address in China. We recommend a shipping method with tracking, as we can't take responsibility for returns lost in transit.
When will I receive my refund?
Once we've received and checked your return, we'll email you to confirm whether it's approved. Approved refunds go back to your original payment method within 30 days.
I received a defective or wrong item.
We're sorry about that. Contact us and we'll send you a new item free of charge. If the replacement is also defective or incorrect, you'll receive a full refund.
Sizing
How do I find my size?
Check the size chart on the product page and compare it with your own measurements. Between sizes or unsure? Email us your measurements and we'll gladly advise you.
What if my item doesn't fit?
You can return it within 30 days of receiving it, as long as it's unused and in its original packaging. See Returns & Refunds for how it works.
Payments
Which payment methods do you accept?
All available payment methods are shown at checkout, including major credit cards and digital wallets where available.
Is paying on your website safe?
Yes. Our checkout is fully encrypted and payments are processed securely. We never see or store your full card details.
How do discounts work?
When a promotion is running, discounts are applied automatically at checkout. You'll see the final price before you pay.
General
How can I contact you?
Email info@thewhitmorefamily.com or call +1 934 203 5243. Our team is available Monday to Friday, 9:00 AM – 5:00 PM (EST). Outside these hours you can still email us and we usually reply within a few hours.
Where can I find your policies?
Read our shipping policy, return policy, terms of service and privacy policy.