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FAQ

Delivery Charges


Collect at S.F Store or Delivery to Commercial Address:

•    Delivery is free when you Purchase 2 items or more.

•    For purchases less than 2 items , a delivery fee of HK$16-18 shall apply, including delivery to Discovery Bay.


Delivery to Residential/Commercial Address by SF Express

•    Delivery is free when you purchase 4 items or more..

•    For purchases less than 4 items , a delivery fee of HK$40 shall apply, including delivery to Discovery Bay.


Delivery to (MACAU) Residential/Commercial Address by SF Express

•    Delivery is free when you spend HK$500 or more.

•    For purchases less than HK$500 a delivery fee of HK$25 shall apply, including delivery to Discovery Bay.



Service is not:  

  •   Available for orders shipping to China.
  •    Please note that all goods will be delivered as scheduled to the best of our ability. Postmen aim to deliver the goods when there is somebody in. We cannot accept responsibility for goods left outside at the customer's request.
  •    Delivery service might be affected due to holidays (Christmas, Chinese New Year, Easter Holidays, sales promotion events). Delivery service will be suspended on Sundays and public holidays. Delivery service will be delayed for one day if a typhoon signal No.8 is raised or a black rainstorm warning is in effect.  In this event White Stone will contact customers to re-schedule the delivery time.
  •    We reserve the right to charge an additional delivery fee if the recipient is not available to accept delivery at the nominated delivery time.
  •    It is your responsibility to notify us immediately of any change to you delivery address.
  •    We reserve the right to decline delivery of goods to any customer at our sole discretion absolutely.

When Can I Receive My Products After Purchased?

1) In-Stock items: Usually take 2-3 Working Days once the order has been made.

2) Pre-Order items: Usually take 10-14 Working Days once the order has been made.

Return / Refund 

1.   White Stone DOES NOT provide any refunds and exchanges, but we offer a one-time sizing exchange in footwear items for up to 5 days after purchase. If you find the products ordered appear damaged, spoiled, or not in good conditions, you can contact our customer service department at w.stonehk@gmail.com


2.   Please attach photos of the goods as proof when providing the information. Once the case is accepted for handling by our customer service department, you have to send back the products to our customer service department for verification. 


Exchange Policy


•   Once verified and confirmed, we will arrange courier to send a replacement product to you. 

•   If the products for replacement are out of stock, we will refund your payment.

•   If gifts which come with the purchase of the products are out of stock, the Company will provide equivalent gifts as an alternative.

•   Exchange and replacement of products cannot be supported in White Stone. Once verified and confirmed, we will arrange a refund for your products. 


    Refund Policy

    •   Once verified and confirmed you are eligible for a refund, you can choose one of the following methods:

    (i)   E-Coupon ( will be saved in your White Stone account in 1 week for next time White Stone purchase); or

    (ii)   Refund to your credit card (it may take around 4-6 weeks for processing and crediting)



    Non-Refundable Product

    Exchange or refund of a product cannot be accepted in the following cases:

    •   Any product without a proper proof of purchase

    •   Products purchased more than 5 days previously

    •   Where the related products for refund/exchange are not returned by customers 

    •   Any gifts or trial pack

    •   Product packaging is not intact, damaged or remarkable with dirt

    •   Any product rejection due to personal preference

    In case of dispute, White Stone reserves the right of final decision.