Shipping & Returns
Payment Method - I’m ready to buy how can I pay for it?
When you are ready to check out, you will see there are two payment options available to you. You can pay by Credit Card, using Visa or Mastercard through TELR our e-payment partner or if you prefer we are also offering cash-on-delivery ‘COD” through our courier partner for all deliveries within the UAE.
General Shipping Conditions – how will my White Moss parcel arrive?
White Moss are pleased to have partnered with Aramex for both local and international shipping and distribution of your products. Aramex are a Dubai based international shipping company.
Once your order has been paid and fulfilled through our site, you will receive an Airway Bill (we sometimes call this an AWB or a tracking code), which allows you to personally track your White Moss parcel. If you just can’t wait and want to see exactly where your parcel is winging its way to you, please visit www.aramex.com or feel free to download the App from Apple App Store or Google Play, and type your tracking code into “Track Your Shipment”.
Shipping within the United Arab Emirates (UAE) – I’m a local White Moss fan
Once you have finished shopping, placed and paid for your order it will be approved and processed by one of the White Moss team who will prepare your products so they are ready to deliver. Your order will be shipped to you within 1-2 business days, please note your signature is required upon receipt of delivery. If your delivery is urgent please let us know in the notes or send us an email and we will do our best to accommodate any urgent requests.
We are thrilled to offer FREE Standard Shipping within the UAE* on all orders over AED 500.
* There are certain areas that Aramex cannot deliver to as they are too remote which are as follows:
Al Ain – (Yahar, Salymat, Waqan, Al Saad, Swayhan, Al Faqa, Al Oha, Nahel, Al Hayar, Nema, Far Hili, Zaheer, Al Foah, Al Ramah, Abu Samra, Shoaibah, Kaldiyah, Al Qua, Hili Khalaif, Khatam Shiklah, Um Mugafah, Gharaiyah, Buteen Area, Maqam Area, Truck Road). Fujairah – (Kalba – Oman Road, Kalba – Sharjah Road, Khor Kalba, Thoban, Marbha Area). Ras-Al-Khaimah – (Airport Area, Khath, Hamranya, Manama, Shawkha, Al Jeer, Al Siji Area, Al Manae, Ghaleela, Al howailath, Al shoukh, Wadi asfanei , Al masafi , Al kadra area). Sharjah – (Maliha, Al Barshi , Masafi, Badia). Abu Dhabi – (Al Bahya, Al Falah, Al Dhafra, Al Dhafra Airbase, Al Jazira Resort, Al Khatam, Al Khazna, Al Nahda, Al Rahba, Al Saad, Al Samha, Al shahama, Al Sila, Al Wasba, Al Watba, Asab, Askariya, Bainuna Area, Baniyas, Beda Zayed, Bud Al Mutawa, Buhasa, Dabiya, Das Island, Delma Island, Gayati, Ghantoot, Gweifat, Habshan, Jabeldana, Journ Ya Four, Liwa, Madinath Zayed City, Mafraq, Mirfa, New Shahama, Ruwais, Samka , Sawamak, Scadia, Shelila, Sir Baniyas, Sweihan, Tarif, Taweelah, Zayed Military City)
* There are certain areas that are remote areas with restrictions over delivery times:
Ajman – (Manama (twice in a week), Halu area (twice in a week), Khan sahab area (alternate days), Moihaid (alternate days), After Central Jail (alternate days)). Al Ain – (Mezyad (No Service in Residences)). Ras-Al-Khaimah – (Al Hail Area (twice in a week), Shaam (twice in a week), Burairath (Service available only near college)). Sharjah – (Al Quaz Area (After SHJ airport / alternate days), Ramakia (alternate days, after 16.00), Talaa (alternate days, after 16.00), Suweihad (alternate days, after 16.00), Rifaa (alternate days, after 16.00), Ramsa (alternate days, after 16.00), Tarfana (alternate days, after 16.00), Al Darari (alternate days, after 16.00), Muwafjaa (alternate days, after 16.00), Sajaa (Service only in Industrial area), Dhaid (Service available only on the main road), Hamriya area (after hamriya FZE))
International Shipping - Are you an international customer?
At check out you will find we offer competitive international shipping rates with Aramex to deliver your White Moss products to a select number of countries. Just enter your shipping details and this will automatically be calculated.
We can deliver to countries within the GCC and we expect this to take on average 2 to 4 business days from the day your order is processed and we send you your tracking code.
We are also please to deliver to our customers in Australia, Austria, Canada, Denmark, Finland, France, Netherlands, Spain, South Africa, Sweden, UK, USA. Deliveries can take between 7 to 10 business days following your order being processed by the White Moss team.
Please note there are some items which are just too big to deliver internationally and so when you reach the ‘CART’ you may find we can’t deliver. In some cases we may be able to offer you a customised quotation, so please get in touch with us directly on email info@white-moss.com
If you reside outside of the countries listed above please email info@white-moss.com to check if it is possible to arrange international shipping and rates will be based on approval of destination and volumetric weight of your items.
White Moss does not deliver to any countries, entity individual or individual on the Office of Foreign Assets Control of the US Department of Treasury List ('OFAC LIST') and unfortunately we do not deliver to Egypt and Lebanon.
Please be aware that all goods are sent from U.A.E, and in cases where the buyer of such goods and services are being shipped outside of the U.A.E, they are generally subject to local import duties, customs and taxes (VAT/GST) in the country of import.
All applicable customs fees, taxes and duties are the sole responsibility of you the customer, and White Moss is not responsible, nor can offer any specific advice regarding customs duties and taxes. The title of ownership transfers to you following exportation from the UAE.
Business Hours and Holiday/Sale Periods
Please note that when we describe business days these do not include weekends and holidays. We will generally deal with your order within 48 hours during business days and faster if we can.
We all deserve a break sometimes and also recognise the busy high-volume periods; so during our sale and holiday seasons please note it may take a little longer to process your order.
RETURNS
Part of the charm of buying from White Moss is that each item is lovingly hand-created by artisans, using natural materials. Any irregularities confirm this process and should not be considered as flaws, but enhance its natural character and integrity.
We accept returns within 5 business days of receipt, provided the packaging has not been opened, if the products are damaged or we have sent the wrong product. Simply send us an email to info@white-moss.com with details of your purchase and the reason for seeking a credit or exchange. If approved, we require the product to be returned to us in the original packaging in an unused condition. We do not accept returns on any sale items.
If the return is accepted we will provide you with store credit (excluding the initial shipping cost), which you can use to purchase any product from White Moss. If the product has been damaged during the return to White Moss, this is the full responsibility of the customer and no credit will be given. In this case, we can return the product to you on your request. If the product is not delivered to White Moss or lost in transit, this is also the full responsibility of the customer
If you send the shipment back to us as per the above guidelines, and you are entitled to a credit, we will send you an email with a promotion code that you can use when you place your order. You will only be entitled to credit up to the value communicated to you, and any difference must be paid by one of our payment methods.
If you decide to pre-order a White Moss product please note that this cannot be returned or refunded.
Cancellation Policy
Customer can cancel their order within 24 hours by emailing info@white-moss.com to advise of the cancellation before the order is processed for delivery. Refunds will be made back to the payment solution used initially by the customer. Please allow for up to 45 days for the refund transfer to be completed.