I must buy that product! How can I purchase it?
We have carefully designed our website to be a beautiful and simple shopping experience.
You can view the products by hovering over the top of the page and selecting any of the ‘Category’ or ‘Collections’ links or you can simply click on ‘Shop’ in the menu at the top of the page.
Once you find a product you simply ‘must have’ you can add them to your shopping bag by selecting the quantity (and in some cases the size or style) and then clicking ‘ADD TO CART’.
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 through TELR our e-payment partner or if you prefer we are also offering cash-on-delivery ‘COD” through our partner Aramex for all deliveries within the UAE.
I’m buying this as a gift; can you make it look pretty?
For all décor and smaller items we will endeavour to hand wrap each item and make it look pretty for you. If you would like us to include a handwritten note please advise us by email when you place your order. As all products are unique in size and dimensions, each product will be uniquely wrapped and packaged depending on the delivery conditions. Unfortunately, we are unable to offer gift box options or special wrapping for fragile or sizeable items; we apologise for any inconvenience. Please note that in order to protect your valuable purchase during delivery you may receive your product inside an Aramex box or pouch.
Why do I need to create an account?
You do not need to create an account to shop with us. If you prefer not to leave your details you can simply check out by inputting your customer information and shipping address.
However, if you’d like to receive an introductory discount on your first order or would like to receive updates on our latest collections and special offers then we highly recommend you create an account with us. Creating an account allows you to track orders and review previous purchases and will also make future shopping experiences much quicker and easier so we can remember your details for next time.
Doh! I’ve forgotten my password! Help!
Don’t worry it happens to us all! Re-setting your password is simple, just click on ‘FORGOTTEN PASSWORD’ on the login page and we will shoot you an email where you can easily reset it. May sure to keep a note of it this time as you cannot reuse a password you used in the past.
Do you offer shipping outside of the UAE?
Yes we do!! White Moss offers international delivery to select countries. If your country is not on our country list at checkout kindly send us an email to firstname.lastname@example.org for a customised quote.
Is it too late to change to amend my order once I have placed it?
No problem, we understand that this can happen. If you need to change or amend your order please send us an email immediately to email@example.com. We usually prepare your item within a few hours of receiving the order if we can, but before we have arranged for collection we are happy to cancel, change the item or amend the billing and shipping details.
Can I ship to multiple addresses in the same order?
Unfortunately we can only deliver to one address per order. So if you need your items sent to different addresses you will need to create separate orders per delivery address.
If you would like to send your purchases to multiple addresses, we suggest that you place a separate order for each destination.
How can I follow my order all the way to my door?
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”.
Should you have any further questions, do not hesitate to contact us at firstname.lastname@example.org
How long do I have to wait to receive my lovely new purchases?
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 get your products beautifully packaged and ready to deliver.
- Local Deliveries (within UAE)
For local deliveries your order will be shipped to you within 2-4 business days, and please note your signature is required upon receipt of delivery.
We are thrilled to offer FREE Standard Shipping within the UAE* on all orders over AED 500.
* There are certain areas that Aramex can not 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 also 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 Deliveries
We offer competitive international shipping rates with Aramex to deliver your White Moss products to a select number of countries.
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, we send you your tracking code (otherwise known as AWB) to keep track.
We are pleased 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 that unfortunately there are some items that are just too big to deliver internationally and so when you reach the checkout and enter your shipping address you may find that it is not possible to deliver. In this case please feel free to send us an email to email@example.com and we can let you know if delivery is possible and send you a customised quote.
If you reside outside of the countries listed above, please email firstname.lastname@example.org 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.
What items can I order and receive internationally?
Mostly the items we can deliver internationally depend on the destination and the volumetric weight so smaller items are generally preferred. When you have selected a product, complete the steps to Check Out and enter your shipping details and you will see an automatic quote. If your country does not show on the drop down of available countries, kindly contact us on email@example.com and we will revert with a quote from our international shipping partner for those specific products.
Unfortunately, some items may require special handling as specified by local regulations governing the transport of these items; therefore, the shipment of some products to certain locations may not be possible. We are not responsible for products confiscated by the legal authorities of your country or state; we advise you to check your local laws in advance, before ordering, if you suspect that your country bans any products.
Do I need to pay any duties or customs for international shipping?
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.
Can I return or exchange an item?
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’re afraid we do not give refunds or credit if you have simply changed your mind, but we can issue you with credit towards another White Moss product if your product is faulty or damaged upon delivery.
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 firstname.lastname@example.org 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.
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. We would highly recommend choosing insurance for your shipment, so you are covered in the event of damage to or loss of the product occurring.
If you send the shipment back to us as per the above guidelines, and if 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 do decide to pre-order a White Moss product please note that this cannot be returned or refunded.