Delivery and Returns Information and Legal Statement - Please Read Carefully
We operate a 7 day return policy.
What do you charge for delivery?
Our 'Standard' postage service charge is £4.95 for any item(s).
Or
Our 'Next Day before 1pm' postage charge is from £9.95 dependant on order value.**
** The following items will be sent Parcel Force 48 (Guaranteed 2 working days)
Tennis Rackets / Squash Rackets / Ski and Casual Boots / Skis and other large or heavy items.
We now also ship to Europe with postage starting from £12.95 - £15.95 depending on size and weight. We generally use the Royal Mail 'International Signed For' service for these orders.
When will my order be despatched?
Orders received before 12pm will be despatched the same day for instock items. If for any reason a delay in despatch occurs we will notify you immediately. If you have requested 'Next Day' delivery and your order is placed after 12pm your goods will be despatched the following working day except for Fridays when the goods will be sent on Mondays(excluding Bank Holidays). Our White Stone web site is constantly updated, but due to high demand we occasionally run out of stock on popular items. If, for this reason we cannot despatch your order we will contact you with an alternative solution. Once orders are despatched you will be notified by email.
What delivery method does White Stone use?
We offer a standard delivery, which takes approx 5 - 7 working days (mainland UK only) for £4.95. OR for £9.95 you can choose our 'Next Day' (48 hours for some large or heavy items) service on instock items. Orders placed before 12pm will be despatched same day and orders placed after 12pm will be despatched on the following working day.
Our Courier is the Royal Mail or Parcel Force.
Please click hare to find out where our 'Next Day' delivery covers.
Delivery costs for Ski and Board hardware can be quoted for but we will only supply if we are confident you know the equipment you require. Otherwise we may insist on meeting you in store to fit or prepare the equipment ourselves.
Colour and Detail of Products
We have made every effort to display or describe as accurately as possible the colours and details of our products that appear on the website. However, as the actual colours you see will depend on your monitor, we cannot guarantee that your monitor's display of any colour will accurately reflect the colour of the product on delivery.
If you are not sure of size, colour or any detail please call the store for advice. Postage will not be refunded if the item is not as you expected.
If the product still does not fit or is not as you thought when delivered you may return it for a full refund within 7days of receipt.(Excludes our 'Next Day' postage service charge)
What do I do if an item does not fit or I don't like the colour?
You must first notify us within 7 days of receipt of the goods. Then post your return by an insured and trackable service with receipt to - White Stone, Unit 1 Wellington House, Cold Bath Road, Harrogate, North Yorkshire, HG2 0NA. We will then either replace the goods with a different size or colour, or refund your money, whichever you prefer. The goods must be unworn and in a saleable condition and we would also ask you to return all labels and tickets. Any rackets must be in perfect condition with the grip plastic still in place.
If you require goods to be sent out in exchange, we will require you to process a new order online or we can take the order by phone. This new order will also be subject to the same terms.
PLEASE NOTE – ONLY THE COSTS OF THE GOODS AND STANDARD POSTAGE WILL BE REFUNDED ON RETURNS.
Do I have the right to cancel my order?
Yes. You will be able to cancel your order up to 7 days after the day that you receive your goods. You must notify us within this time and then return the goods to - White Stone, Unit 1 Wellington House, Cold Bath Road, Harrogate, North Yorkshire, HG2 0NA. The goods must be unworn and in a saleable condition and we would also ask you to return all labels and tickets.
Returning any item within 7 days will be taken as notice of cancellation of your order (or part of your order). Goods are provided to you on approval and legal title to the goods will not pass to you until the 7 days post-delivery period has expired. On receipt of the goods, White Stone will give you a full refund of the amount paid for goods (not services)or an exchange/credit as required.On returned goods on which you have received a discount/offer/postage offer, that discount/offer/postage offer will no longer apply if you fall below the discount /offer/postage offer threshold. The contract in respect of sale of goods between White Stone and you requires that you return the goods to White Stone on cancellation. White Stone can arrange for delivery of replacement products to you if required; this constitutes a separate contract between you and White Stone. In this case, a charge will be made by White Stone for packing, handling and delivery of goods. This does not affect your statutory rights.
What do I do if the item is faulty when it's delivered?
You must first notify us. Then post your return with receipt to - White Stone, Unit 1 Wellington House, Cold Bath Road, Harrogate, North Yorkshire, HG2 0NA, with a covering explanatory letter, we will then arrange to credit you or replace the goods, whichever you prefer.
Who pays the postage on returned items?
You will need to pay the postage costs for exchanges or faulty items.
ENSURE YOU GET PROOF OF POSTAGE (Signature Required)and INSURANCE WHEN RETURNING GOODS.
WE WILL NOT REFUND ANY ITEMS LOST IN THE POST.
What is the best way of posting the goods back to White Stone?
Please take your parcel(s) to your nearest post office. We recommend that you send returns by 2nd Class recorded and insured post. Always retain proof of postage. Goods are returned to White Stone at your own expense.
Once we have received the goods we will endeavour to process your exchange or refund within 3 working days. You will be notified of any delay.
What do I do if there's any other problem with my order?
If you have any other problems with your order from White Stone, let us know and we will advise you exactly what steps we're going to take to rectify the problem. Telephone on 01423 858584 or email info@white-stone.co.uk
What do I do if an item fails once it has been used?
If you feel that an item has failed prematurely, please advise us. Write to us at - White Stone, Unit 1 Wellington House, Cold Bath Road, Harrogate, North Yorkshire, HG2 0NA. Alternatively, you may contact us by telephone on 01423 858584 or email info@white-stone.co.uk
How accurate is the White Stone website?
We have done everything to ensure that the descriptions, images and prices of the items on the website are as accurate as possible, but we all make mistakes sometimes and so cannot be held responsible for any real or perceived discrepancies
Online Security
White Stone are PCI compliant. The PCI Security Standards Council’s mission is to enhance payment account data security by driving education and awareness of the PCI Security Standards. The organization was founded by American Express, Discover Financial Services, JCB International, MasterCard Worldwide, and Visa, Inc.
Our secure payment provider is Sage Pay formely known as Protx. All your card details are handled by Sage Pay who then pass on payment to White Stone. This ensures your card details are always contained within a secure environment.
White Stone Privacy Policy
We will not pass on any details to any other parties. When you make an order, we need to know your name, e-mail address, delivery address, credit or debit card details. We also ask for your phone number, so that we can call to notify you of your order status. Your credit card details are deleted after an order has been despatched. We may occasionally send you our News Letter and notify you of special offers by email. If you do not want to receive these emails from us, please send an email to info@white-stone.co.uk
Disclaimer
White Stone disclaims damages of any kind, compensatory, direct, indirect or consequential damages, loss of data, income or profit, loss of or damage to property and claims of third parties implied or otherwise relating to use of this site. Price and availability information is subject to change without notice. Any rights not expressly granted herein are reserved. E & OE
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