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. Here are some of our most frequently asked questions about returning web orders:

• Can I return an online order for a refund? Yes, all orders placed via our website may be returned 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. Items returned must be received back at our warehouse new & unused, with the original packaging and labels attached in a resale-able condition.
• Can I return orders made as Christmas presents outside of the 14 day returns period? When purchasing gifts over the holiday period we have extended our returns policy. Items ordered from Monday 1st November will be eligible for a White Stone account credit only if they are returned before Wednesday 5th January 2022. (Exclusions Apply)
  Goods returned after this date will not be accepted. If you have any questions or concerns regarding the extended returns policy please do not hesitate to contact us via email - info@white-stone.co.uk
  
  Exclusions  - Due to limited supply, one piece ski suits, ski jackets and winter coats are excluded from the extended returns policy. These items need to be returned within 14 days to receive a refund.
  

• 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:

• How do I wash a down ski jacket? Visit our expert advice page for tips and instructions for washing a down ski jacket.
• Which ski goggles should I use? Our Ski Goggle guide page has plenty of tips for selecting the best goggles for your skiing needs.
• How do I know which ski helmet is right for me? Choosing a ski helmet is about a lot more than just how it looks... check out our guide to choosing the right ski helmet for more info

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.