Order
How do I place an order?
How can I purchase an item on your website?
Browse our collections and select your preferred item, size, color, and quantity. Once you have made your selection, click "Add to Cart" and proceed to checkout. Enter your shipping and billing information, choose your preferred payment method, and review your order before completing your purchase.
After your order is placed successfully, you will receive an order confirmation email with your order details.
Please note that pre-order items cannot be purchased directly through our website. To place a pre-order, kindly contact us via Instagram at @whiteondenim or by email. Our team will assist you with product availability, estimated lead times, and payment instructions.
Can I modify or cancel my order after placing it?
Can I make changes to my order once it has been confirmed?
If you need to make changes to your order, including the item(s) purchased, size, color, quantity, or shipping information, please contact us as soon as possible via Instagram at @whiteondenim.
We will do our best to accommodate your request before the order is processed and dispatched.
Please note that once an order has been shipped and is in transit, it can no longer be modified or cancelled.
For urgent inquiries, we recommend contacting us directly through Instagram, as this is the fastest way for our team to assist you.
How will I know if my order has been confirmed?
Will I receive an order confirmation email?
Once your order has been successfully placed, you will receive an order confirmation email sent to the email address provided during checkout.
If you do not receive a confirmation email within a few minutes, please check your spam or junk folder. If you are still unable to locate the email, please contact us for assistance.
Pre-order Policy
At White On Denim, some collections are released through a pre-order model to support intentional production, minimize excess inventory, and ensure each piece receives the attention it deserves. Thank you for supporting a more thoughtful approach to fashion.
What is Pre-order?
A pre-order allows you to reserve an item before it is ready for immediate shipment.
These pieces are produced or prepared after your order has been confirmed, helping us maintain thoughtful production and reduce unnecessary inventory.
Products available for pre-order will be clearly marked with a PRE-ORDER label on the product page.
Production Time
Estimated production time is 7–21 business days, depending on the style and production schedule.
Please note that this timeframe does not include shipping time.
As each pre-order item is carefully prepared, production may occasionally take longer than expected. If there are any significant delays, we will notify you via email.
Payment
Full payment is required at the time your order is placed.
Production will begin once your payment has been successfully confirmed.
Shipping
Your order will be shipped once your pre-order item is ready.
If your order includes both in-stock and pre-order items, all items will generally be shipped together in one parcel.
If you would like the available items to be shipped separately, please contact us before placing your order. Additional shipping fees may apply.
Cancellations
As production begins shortly after your order is confirmed, pre-order purchases cannot be cancelled once processing has started.
If you need to make changes to your order, please contact us as soon as possible. We will do our best to assist, but changes cannot be guaranteed.
Returns & Exchanges
Pre-order items follow the same Return & Exchange Policy as regular products unless otherwise stated.
Items must be returned in their original condition, unworn, unwashed, and with all original packaging attached.
Please refer to our Returns & Exchanges Policy for full details.
Product Variations
As some pre-order items are produced in small batches, slight variations in color, texture, or finishing may occur.
These differences are a natural part of the production process and do not affect the overall quality of the product.
Shipping & Delivery
Delivery Policy
Our Delivery Policy
Shipping Destinations
We currently ship within Vietnam and to selected international destinations. If your country is unavailable at checkout, please contact us via Instagram or email for assistance.
We currently ship to the following destinations:
- Vietnam
- South Korea
- Japan
- Thailand
- Singapore
- Australia
- Cambodia
Please note that we are unable to ship to destinations outside the countries listed above at this time.
Processing Time
Orders are processed from Monday to Friday, excluding weekends and public holidays.
- In-stock items: Processed within 1–3 business days.
- Pre-order items: Please allow 7–21 business days for production before shipment. Estimated production time may vary depending on the product.
Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking information.
Estimated Delivery Times
Vietnam — 2–5 business days
Cambodia — 3–6 business days
Thailand & Singapore — 4–7 business days
South Korea & Japan — 5–8 business days
Australia — 7–12 business days
Please note that delivery times are estimates only and may vary due to customs clearance, local courier operations, weather conditions, or peak shipping periods.
Shipping Fees
Shipping fees are calculated based on the destination country, package weight, and order value.
The final shipping cost will be displayed during checkout before payment is completed.
From time to time, we may offer complimentary shipping promotions on qualifying orders.
Customs Duties & Taxes
International orders may be subject to customs duties, import taxes, VAT, or other fees imposed by the destination country.
These charges are determined by local customs authorities and are the responsibility of the customer unless otherwise stated at checkout.
We recommend contacting your local customs office for more information regarding potential import charges before placing an order.
Order Tracking
Once your order has been shipped, you will receive a confirmation email with a tracking number and tracking link.
Please allow up to 48 hours for tracking information to become available after shipment.
Delivery Delays
While we strive to deliver all orders within the estimated timeframe, delays may occasionally occur due to circumstances beyond our control, including customs inspections, extreme weather conditions, carrier disruptions, or peak shopping periods.
We appreciate your patience and understanding should any unexpected delays arise.
Contact Us
If you have any questions regarding shipping or delivery, please contact us at:
- Email: hello@whiteondenim.com
- Instagram: @whiteondenim
We aim to respond to all enquiries within 1–2 business days.
Do you ship internationally?
Which countries do you currently ship to?
Yes. We currently ship to the following destinations:
- Vietnam
- South Korea
- Japan
- Thailand
- Singapore
- Australia
- Cambodia
If your country is not listed above, we are unfortunately unable to process your order at this time.
How much does shipping cost?
How are shipping fees calculated?
Shipping fees are calculated based on the destination country, package weight, and order value.
The final shipping cost will be displayed during checkout before payment is completed.
Any customs duties, import taxes, or local handling fees imposed by the destination country are not included in the shipping fee and remain the responsibility of the customer.
How long does delivery take?
What are the estimated delivery times for domestic and international orders
Orders are typically processed within 1–3 business days after payment confirmation.
Estimated delivery times after dispatch are as follows:
Cambodia — 3–6 business days
Thailand & Singapore — 4–7 business days
South Korea & Japan — 5–8 business days
Australia — 7–12 business days
Please note that delivery times are estimates only and may vary due to customs clearance, weather conditions, public holidays, or courier delays.
How can I track my order?
Will I receive a tracking number once my order has been shipped?
Once your order has been shipped, you will receive a shipping confirmation email containing your tracking number and tracking link.
Please allow up to 24–48 hours for tracking information to become available after dispatch.
My tracking information has not been updated. What should I do?
Why is my shipment status delayed or unchanged?
Tracking updates may occasionally be delayed while the shipment is in transit or undergoing customs clearance.
If your tracking information has not been updated for more than 5 business days, please contact us and we will assist in investigating the shipment status with the courier.
Customs & Issues
Will I have to pay customs duties or import taxes?
Are customs fees included in my order total?
International shipments may be subject to customs duties, import taxes, VAT, or other fees imposed by the destination country.
These charges are determined by local customs authorities and are the responsibility of the customer. Unfortunately, we are unable to estimate or control these fees.
We recommend contacting your local customs office for more information before placing an order.
What should I do if my order arrives damaged, incorrect, or missing items?
How can I report an issue with my delivery?
If you receive an item that is damaged, defective, incorrect, or if any items are missing from your order, please contact us within 7 days of delivery.
To help us review and resolve the issue as quickly as possible, please provide:
- Your order number
- A description of the issue
- Clear photographs of the item(s), packaging, and shipping label
- An unboxing video showing the package being opened upon receipt
Please note that unboxing photos and videos may be required to verify that the issue occurred prior to delivery or during fulfillment. This helps us ensure a fair and accurate assessment of each claim.
Once we have reviewed the information provided, we will work with you to determine an appropriate solution.