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Orders & Returns

How to Place an Order

We accept orders through our website robertwhite.co.uk, via telephone on +44 (0) 1202 723046, and in the showroom. Full Terms & Conditions are available online.

We aim to dispatch all orders received before 15:00 GMT/BST on the same business day (subject to stock & security checks); however to accommodate the potential for circumstances outside of our control this is not 100% guaranteed. Please note that at quiet times orders received after 15:00 may also be dispatched the same day.

For information on how you can pay for an order please view our Payment Options page.

How to Check Stock

Our website has a reliable live stock display that will tell you if an item is in stock, or not.

If an item is in stock the then the words in Stock will appear in green font. If the stock quantity is below ten units then this will be displayed exactly; such as 3 in Stock. If  we have over ten units 10+ in Stock will be displayed. The action button on the product screen will display 'Add to Cart' in either case.

If an item is out of stock the words Out of Stock will appear in red font, and the action button will be replaced with 'Back Order'

What happens if you place an order for something that is out of stock? (a backorder)

All payments processed by card or PayPal are charged immediately. This is done for two reasons: The first is security; it is not possible to run many security checks on orders that are not paid as certain information is not retrieved until this point. Second; delayed payment systems are not tremendously reliable and are not available for items that may remain on back order for long periods of time. Because we deal with several brands that have potentially very long lead times for out of stock items, the reliable short term systems some businesses use for delayed payments cannot apply to us.

We therefore suggest that if you do not wish to pay upfront for an out of stock item you instead add the item to your wishlist, and you will be emailed automatically when the item comes back into stock. You may also contact us and we can take an email address or telephone number and contact you when an item is in free stock. Please note that if you do not place a paid order, stock cannot be reserved for you, and will be allocated on a first come-first-served basis.

What happens if your order contains a mixture of in stock and out of stock items?

By default the order will be delayed until all items are available. If you wish to order multiple items, where any are out of stock, then you may wish to consider ordering the in stock products separately if urgent delivery is needed. For orders that qualify, Free Delivery only applies to a single shipment.

How long will an out of stock item will take to arrive?

We will provide an estimate as soon as possible and update your account as and when we get new information. Please note that it is not always possible for us to get a date from our suppliers and any dates obtained are subject to change without notice. Much of this process is outside our direct control, but we will do our best to provide you with whatever information we have.

Should you decide you no longer wish to wait and want to cancel your order please contact us as per the 'How to Cancel an Order' section below.

How to Check the Cost of Delivery

The quickest & easiest way to accurately check the cost of delivery is to add the items you wish to purchase to the cart, and then proceed to the cart area of the website. This can be accessed either by clicking on 'View Cart and Checkout' immediately after adding an item, or 'My Cart' on the top bar of the website, next to 'My Account'. Here you will find a box in the middle of the screen that can be used to calculate shipping costs based on country, region & postcode. You do not need to create an account to do this.

We also have an extensive section specifically about delivery on the website, Please see our Delivery Information Page for more details.

How to Track an Order

For orders placed online or over the telephone a tracking number should be visible in your account via the website. You should also receive communications directly from the courier giving tracking details. We have an extensive section on delivery information on the website. Please see our Delivery Information Page for more details.

How to Cancel an Order

You can cancel an order before despatch by emailing us with your name & order number requesting to do so. This must be done no later than 15:00 GMT/BST on the day the item is due for despatch. Please note that we cannot guarantee to stop orders being shipped if insufficient notice is given; it is therefore advisable to call us to confirm the cancellation after written notice has been sent. If the parcel has already been desptched then you can refuse delivery and the parcel will be returned to us.

If you wish to cancel an order that has already been received by you then please refer to section 6 of our Terms & Conditions. Please note that you must inform us in writing of your intention to cancel. We will then advise on the return procedure.

How to Change an Order

If you wish to modify the content of an order prior to despatch then you must notify us in writing, usually by email. If you are unable to send emails then a phone call can be accepted under certain circumstances.

If you wish to remove an item(s) from an order please see above under 'How to Cancel an Order'

We regret that we are unable to add or exchange items on an existing order; if you wish to do either of these things then an additional order must be placed. We may then be able to combine the orders for despatch and refund any overcharged postage, if applicable.

How to Return Faulty Items

If you wish to return an item bought from us that you believe to be faulty please refer to section 7 of our Terms & Conditions.

Please note that you must inform us in writing before you return the goods. We will then advise on the return procedure.

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