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FAQ's

If you have a question about the service we provide, please feel free to contact us.

Online order FAQ's

Visit our Delivery Details page to view full details of the delivery services available for web orders. Here are some of our most frequently asked questions about returning web orders:

  • Can I return an online order for a refund? Yes, if you have placed an order via our website and you wish to return it, this must be done within 14 days of delivery/receipt. We will provide a full refund for a returned item, providing the item has not been used, worn or damaged in any way by the customer. Items returned must be received back at our store new & unused, with the original packaging and labels attached in a resale-able condition.
  • Can I return web orders made as Christmas presents outside of the 14 day returns period? Unfortunately we cannot extend our returns period beyond the 14 day period. As we are a seasonal business, many of our products are often be in short supply, especially during the winter. We can however provide store credit for hats, gloves and socks that are returned to us throughout the month January, provided products we ordered via our website in the December.
  • How should I send items from an online order that I want to return? We recommend that you use a recorded & insured delivery service, as we cannot be held responsible for goods lost in transit to us. Proof of postage is not sufficient.
  • Can I exchange an online order for another item? If you would like further items sending you will need to submit a new order for these, online at white-stone.co.uk


Product advice FAQ's:

Please feel free to contact us if you have a question about a specific product and we will be happy to advise you on this.