Question 1

Can I place an order over the phone?

Accepted Answer

If you need advice or assistance, simply contact our Client Service to get started.

When checking out, you can choose to receive a direct payment link via email, allowing you to pay safely with one click.

Question 2

Can I cancel or modify my order?

Accepted Answer

As soon as you confirm your purchase online, we start preparing the order to ensure timely delivery.

Standard items can only be cancelled before the parcel is ready to be shipped.

Should you wish to cancel any item in your order, contact our Client Service and we will be happy to check if the cancellation is still possible.

In case the order cancellation is no longer feasible, you can return or exchange standard items.

Should you need further information, please consult our Return Policy and T&C of Sale.

Question 3

How can I track my order?

Accepted Answer

Once you place your order online, you will be able to see the details of the purchase, follow its preparation, and see shipping updates in the Client Services area.

Registered clients will also find all available updates in their My Stone Island account. We will update you in real-time through the Order Confirmation email, and the Order Update email.

Question 4

I am experiencing technical issues, can you help?

Accepted Answer

To get the most out of your experience on stoneisland.com, we recommend you use the latest versions of your browsers.

If you experience any kind of issue during navigation, try to eliminate all Cookies and Temporary Files from your computer. Also, check that Javascript is enabled.

For further support, please contact us with the following details:

• Your operating system (Windows Vista, Mac OS X, etc.)

• Internet browser and version (Internet Explorer 9, Firefox, Safari, etc.)

• The link to the product page of the item you wish to purchase

Question 5

Can I do a pre-order?

Accepted Answer

On stoneisland.com, you can reserve selected items even if they are not yet available. The estimated delivery date is indicated within the product page.

You will be charged the corresponding amount once you complete your order or at the time of shipment of each article, depending on the payment method that you selected at checkout.

We will notify you by email as soon as each item is shipped to you.

Question 6

How do I send a gift?

Accepted Answer

On stoneisland.com you can send a gift to a person of your choice and deliver it directly.

For each order, an electronic receipt will be sent to the purchaser.
All orders are also sent with a physical gift receipt, excluding prices.

Question 7

How will my purchase be packaged?

Accepted Answer

On stoneisland.com you can choose between the following types of packaging:

Gifting: your order will come in a 100% R-PET made from 100% PCW (Post-Consumer Waste) recycled materials garment bag. A hanger made from Post-Consumer Waste recycled plastic will be provided for outerwear pieces. Products are presented in a reusable Stone Island box with a black ribbon featuring the Compass logo.

Standard: your order will come in a 100% R-PET made from 100% PCW (Post-Consumer Waste) recycled materials garment bag. A hanger made from Post-Consumer Waste recycled plastic will be provided for outerwear pieces.

Question 8

Can you assist me with my product?

Accepted Answer

If you need further assistance or if you have any questions about your product, you may:

• Visit the authorised retailer where the item was purchased, or any Stone Island store.

• For online purchases or purchases from other stores, you can contact our Client Service by filling in the following Aftercare Form.

Please remember to gather all possible details in order to be properly assisted.

We kindly inform you that not all repairs are possible, however we will do our best to offer assistance.

In this section you can find some tips for item care and maintenance.

Question 9

General care

Accepted Answer

Care instructions can be found on:

• Care labels available inside your Stone Island garment

• Composition and care information available in the item page on stoneisland.com

For proper care, instructions on the garment's internal label should be strictly followed.

If the garment includes a badge (rectangular label with Stone Island logo embroidery attached via two buttons), remove it before washing as it could transfer colour, damaging the garment. The same recommendation applies to other detachable accessories.

Avoid contact with oil or alcohol-based substances such as perfumes, cosmetics, hand sanitizers, which might impact the fabric and cause unremovable stains.

In case of large stains, we recommend cleaning the item promptly to avoid the stain penetrating inside the garment materials.
Before cleaning we recommend covering accessories (e.g. zip pull tabs) to avoid possible damage to item fabric or to accessories during the cleaning process.

Contact with heavily textured surfaces might damage fabric, cause pulled threads and scratches on areas of greatest use and on edges. We recommend avoiding such surfaces to preserve item integrity.

Store your item in a cool dry place and avoid prolonged exposure to direct light, heat or moisture sources.
Over-packing and folds can permanently ruin embroideries, artwork, leather inserts and other delicate parts. We advise careful storage.
It is also suggested to take the item out from storage and let the item breathe from time to time.

Question 10

Outerwear Care and Maintenance

Accepted Answer

Please always refer to care labels available inside your Stone Island garment for specific cleaning instructions.

When cleaning your item at home, we recommend paying particular attention to:

• Wash separately or with other items of the same colour tone

• Avoid soaking

• Line dry in the shade

• In case of down jackets, during the drying process firmly and gently shake the garment, in different directions and in different points, so that the down is redistributed evenly.

Items in leather can be entrusted to a specialist.

For storage, we recommend hanging up the item and not compressing it.

Question 11

Ready-to-wear and Soft Accessories Care

Accepted Answer

Please always refer to care labels available inside your Stone Island garment for specific cleaning instructions.

If allowed by the instructions, items may be cleaned at home. When cleaning your item at home, we recommend paying particular attention to:

• If washing machine cleaning is permitted, wash separately or with other items of the same colour tone

• Avoid soaking

• Use laundry bags, especially for soft tricot garments

• Wash inside out

• Iron on reverse or with a cloth between

• In case of soft textiles, brush the item at the end of the cleaning process - use a dedicated adhesive brush

Items in leather can be entrusted to a specialist.

In case of knitwear garments (e.g. wool, cashmere, etc…) we suggest avoiding many days of consecutive wear. This will allow the knitted fibres adequate rest time, for the benefit of the item's aesthetic integrity.

For storage, we recommend not hanging the item up and not compressing the item. This might stretch the fabric fibres and alter the garment's original shape.

To prevent snags and pulled threads, we recommend taking extra care when wearing jewellery and/or other accessories.

Question 12

Shoes Care

Accepted Answer

Never wash shoes in the washing machine or by soaking in water. This will damage shoe materials, might cause colour migration and might cause the sole to detach from shoe.

To clean shoe soles, gently wipe with a white, soft, lint-free, slightly damp cloth in water with neutral soap.

To clean the shoe upper:

• In case of nylon and textile materials, use of a bio-sponge to remove stains and dust which might penetrate the fabric

• In case of nabuk, crust, and suede, use brushes with natural or soft plastic bristles

• In case of pvc, leather, and patent leather, use a microfibre cloth

Before storing, make sure the item is completely dry. We recommend letting the item air in a cool dry place for few days before storing.

Question 13

Bags and Backpacks Care

Accepted Answer

Please always refer to care labels available inside your Stone Island item for specific cleaning instructions.

If allowed by the instructions, items may be cleaned at home. When cleaning your item at home, we recommend paying particular attention to:

• If washing machine cleaning is permitted, we recommend selecting a delicate wash cycle

• Before cleaning, we recommend covering accessories (e.g. zip pull tabs, buckles, etc...) to avoid possible damage to item fabric or to accessories during the cleaning process.

Question 14

How can I choose the right size for me?

Accepted Answer

Stone Island has created a universal sizing system that aims to provide a unique reference for all countries.

You can easily spot the best size for you by referring to our Size Guide that provides a conversion table to all major country size systems.

The Size Guide is conveniently available on the page of each product.

For any size and fit inquiries, do not hesitate to contact us.

Question 15

Which payment methods do you accept?

Accepted Answer

stoneisland.com accepts the following payment methods for online purchases:

- All major credit cards, as shown at checkout (American Express, Diners, Discover, JCB, Mastercard, Visa)
- PayPal: if you do not have an account yet, you can create one while shopping with us
- Cash On Delivery
- Bank transfer

Please note that your billing address must match the address on your credit card statement.

Once the order is completed on the website, a pre-authorisation of payment is required. The final amount is charged once your order has been prepared for shipment.

Question 16

Are payments secure?

Accepted Answer

The Stone Island Online Store guarantees the maximum security for all your purchases. We employ the most advanced encrypted services (SSL) and protected connections. You can see from the “HTTPS” URL prefix, and lock symbol that appears in the address bar of the browser.

Read more on how we safely manage payment data in the Privacy and Cookie Policy.

Question 17

My order is not being accepted. Why?

Accepted Answer

Please make sure that the information inserted at checkout is correct. If the system still doesn't accept your order, please contact your bank as they may be blocking the transaction. You may also contact us for additional assistance.

At this time, we only accept one form of payment per order.

Question 18

Is VAT included in the final price?

Accepted Answer

All prices include VAT. At this time we are unable to provide tax refunds for purchases made on stoneisland.com.

Question 19

How can I get an official receipt?

Accepted Answer

If you wish to receive an offician recepit of your purchase on stoneisland.com, downloadable Purchase statement (注文明細書) is available on stoneisland.com.
For purchases made on stoneisland.com with cash-on-delivery shipping and any related aftersales requests, the receipt issued by the shipping company will be considered the official receipt since the payment is received by the shipping company.

Question 20

What are the delivery times and costs?

Accepted Answer

STANDARD DELIVERY
Delivery timing: within 2 - 5 working days from the shipping confirmation email.
The preparation of your order will require 2 working days.
Some locations may require an additional 1/2 days for delivery.
Fee: ¥ 1.000

You can also select the most suitable Time Slot of delivery at checkout.

USEFUL INFORMATION

Please note that working days are Monday through Friday, and that our Distribution Center is closed on national holidays:
Jan 1st, 2nd, 12th; Feb 11th, 23rd; Mar 20th; Apr 29th; May 4th, 5th, 6th; Jul 20th; Aug 11th, 13th, 14t; Sep 21st, 22nd; Oct 12th; Nov 3rd, 23rd; Dec 31st
Please plan your purchases as orders will not be shipped or delivered on these days.

Please note that delivery may be delayed due to natural disasters or unseasonable weather.

Question 21

Any shipping restrictions?

Accepted Answer

All the available delivery destinations can be selected at the checkout page by selecting "Ship to".

Stoneisland.com does not ship orders to General Delivery and P.O. Boxes.

The delivery address of your order must match the country site in which you place your order. Please select the correct country site for your order from the link in the corner of every page.

Question 22

What is your Return Policy?

Accepted Answer

You can request a return for any item purchased on the Stone Island Online Store within 20 days of the delivery date.

Once you have filled in the Return Form, you have up to 14 days to ship the parcel back to our Distribution Centre.

Returned items must comply with our Return Policy:

• They must be returned unworn, undamaged and unused, with all tags attached and the original packaging included

• Should you wish to return an accessory or a pair of shoes, please return it in the original box containing the item's Card of Authenticity. You can find the card (a QR code) in an envelope inside the original box.

• The package can only be shipped from the same country it was delivered to

• The purchase was done on stoneisland.com or through the online Click From Store service in a Stone Island Boutique

• Less than 20 days have passed since the courier delivered the order

If all the above conditions are met, then:

• Simply click the return button after you have received the package and if you are not registered, fill in the online Return Form.

• Replace the shipping label on the box with pre-paid return label YAMATO

• Contact YAMATO to arrange the pickup or leave the parcel at a designated drop-off location.

We normally verify and process returns within 3 business days from when they are received. The refund will be issued upon return acceptance, and you will receive a confirmation email.

If the above conditions are not met, please note that we will be unable to accommodate your return request, and the item(s) will be shipped back to you.

For further information on the conditions for exercising your right to return, please see the Legal Area.

Question 23

Can I return or exchange an item in store?

Accepted Answer

You may return or exchange items purchased on stoneisland.com with Credit Card or PayPal in our stores of Aoyama within 20 days from when the package was received.

Please note that:

• Returned items must be unworn, undamaged and unused, with all tags attached and the original packaging included
• Should you wish to return an accessory or a pair of shoes, please return it in the original box containing the item's Card of Authenticity. You can find the card (a QR code) in an envelope inside the original box.
• Items can only be returned from the same country they were delivered to. Stores in different countries will not be able to accept your return.

Our Client Advisors will take care of verifying that the returned products comply with our return conditions.

If the return is accepted, our team will ship the items back to our Distribution Centre on your behalf and will be happy to assist you with an online or in-store exchange. Alternatively, a refund will be issued on the payment method used for the original order.

Question 24

How do I ship my return?

Accepted Answer

Stone Island offers a free return shipping label through the courier Yamato that you will find in the parcel upon its delivery.

Fill in the online Return form within 20 days of the delivery date. You then have up to 14 days to ship the parcel back to our Distribution Centre.

How to ship the return:

1. Make sure the return complies with our Return Policy

2. Pack the item(s) in the original order box or any sturdy carton box

3. Stick the pre-paid Yamato label over any prior delivery information. The pre-paid label gives you free return shipping.

4. Drop the package at your nearest Yamato location or contact the courier in order to organize the pickup

Question 25

Can I use my own return service?

Accepted Answer

Should you prefer to ship the return using a different courier, return shipping fees will be completely at your expense.

In this case, we suggest you choose a trackable and insured delivery service, as stoneisland.com will not be responsible for any issues that may arise from the loss, damage or theft of returns that were not shipped using our pre-paid YAMATO label.

Please return your parcel to our distribution centre:

〒355-0215 埼玉県比企郡嵐山町平澤800　SGL嵐山センター内ストーンアイランド公式オンラインストア

Question 26

I lost the pre-paid return label, what can I do?

Accepted Answer

If you have lost your Return Label you can contact Yamato at the following number 0120 01 9625 and ask the courier to bring you a blank waybill.

You will only need to indicate the following return address:

〒355-0215 埼玉県比企郡嵐山町平澤800　SGL嵐山センター内ストーンアイランド公式オンラインストア

If you need further support, please contact our Client Service.

Question 27

How are refunds issued?

Accepted Answer

Online returns are usually accepted within 3 business days upon receipt to our Distribution Centre.

These 3 days are necessary to check that the items meet our Return Policy conditions. Should your return not meet these conditions, the items will be sent back to you.

The refund is issued to the same payment method you used for the purchase. You will receive a confirmation email once the refund has been requested.

The time needed for the credit to show in your account may vary based on the payment method used and on local banking procedures.

For Cash on Delivery payments we will refund you to your bank account directly.
You will have to insert your bank account details when filling the online Return Form out.

Question 28

Can I make an exchange for a different item?

Accepted Answer

If you are a registered client and wish to exchange an item from your order, you may find your order information in "My Account". If you are not a registered client, you may complete the Exchange Form in the Client Services area.

You can request an exchange for any item purchased on Stone Island Online Store within 20 days of the delivery date. You then have up to 14 days to ship the parcel back to our Distribution Centre.

For each item you wish to exchange, select the new item and the reason for return, and proceed with the exchange. Should the new product be more expensive, a new payment for the price difference is required. In case the price is lower, you will be refunded for the outstanding amount once we receive your return.

Follow our Return Policy standards and guidelines to return the garment you wish to exchange. Please remember that items can be exchanged only one time.

The new item will be shipped to you once the return will be received and accepted at our Distribution Centre.

Also, should you wish to return and exchange different items belonging to the same order, they can be shipped back together.

Question 29

Can I pick up my order in store?

Accepted Answer

stoneisland.com offers you the possibility to buy online and pick up your order in store.

At checkout, simply select the option "Pick up in store" and collect your order in one of the available locations.
You will be notified by email when the items are ready for pickup.

Your order should be collected within 15 days from the receipt of the notification email, otherwise it will be shipped back to our Distribution Centre.

To collect the order, you or the registered gift receiver need to present:

• A valid ID

• The shipping confirmation email (printed or on a mobile device)

If someone else is collecting the order for you, they need to bring:

• Their own ID

• A copy of the client's valid ID

• The shipping confirmation email (printed or on a mobile device)

• Letter of Authorization

Please note: by choosing pick up in store cash on delivery and post payment will not be available.

Question 30

Can I purchase an item online in store?

Accepted Answer

Our store will help you to purchase items online that are not available in the store at the moment of your visit. Do not hesitate to ask for further information to our staff or contact our Client Service in order to discover more about this convenient service.

Question 31

How can I contact one of your stores?

Accepted Answer

If you wish to book a direct appointment with one of our stores, refer to our store Locator to get in touch with them.

Our Client Advisors will be glad to guide you through a personalized selection of items hand-picked for you.

Once in the store, should the item of your choice not be available, our staff can also assist you with an online purchase.

Question 32

What are the benefits of registering?

Accepted Answer

By creating a My Stone Island account on stoneisland.com, you will enjoy exclusive and dedicated services:

• A Wish List to save your preferred items and create your unique style

• A My Orders page to check the status of your orders and returns in real time

• A Card Wallet to save your payment details which are safely stored

• An Address Book to shop faster on your next visit

• Easy Return Process

• Quick Exchange Process

Register now to access a seamless and personalised shopping experience.

Question 33

How can I modify or close my account?

Accepted Answer

You can update and modify all the information of your account by clicking on “Modify” on your account.

If you wish to close your account, please contact us.

Question 34

How do I receive Stone Island updates?

Accepted Answer

Subscribe to our Newsletter directly from the stoneisland.com Homepage to stay updated on the latest news.

To be removed from our mailing list, please open any Stone Island Newsletter you have in your inbox, and click on "Unsubscribe".

Question 35

Is my data safe?

Accepted Answer

Stone Island guarantees greater transparency and protection of your personal data in accordance with the European regulation on the protection of personal data (GDPR), applicable as of May 25, 2018.

According to such laws and regulations, Stone Island allows you to:

- Withdraw your consent to the treatment of your personal data, or request the rectification at any time

- Obtain access to your personal data and information about its treatment, including a copy of your personal data

- Delete your personal data or discontinue its use by Stone Island, under certain conditions

- Obtain data portability, if technically feasible

- Deny consent to the processing of your personal data for marketing purposes

- Submit a complaint to the competent Supervisory Authority, including the Italian Supervisory Authority, to request a verification or report a violation

Sportswear Company spa has appointed its own DPO, that you can contact by writing to Sportswear Company spa, at Galleria Cavour n. 4, 40124, Bologna, Italy, or sending an email to dpo@spwco.it.

The Data Protection Officer (DPO) is an expert in the protection of personal data, whose task is to provide consultancy services regarding privacy to companies, and to verify that personal data are treated in a lawful and relevant manner.

For detailed information about your rights, please refer to our Privacy and Cookie Policy, or contact us, by selecting "Privacy" in the Contact Form drop-down menu.

Stone Island

HIGHLIGHTS

STONE ISLAND | NEW BALANCE

LAB

LIFE

The Archive

ABOUT STONE ISLAND

FAQS

CONTACT US

FREQUENTLY ASKED QUESTIONS

Payments

Which payment methods do you accept?

Are payments secure?

My order is not being accepted. Why?

Is VAT included in the final price?

How can I get an official receipt?

ONLINE AND IN-STORE SERVICES

AFTERCARE

Stone Island

HIGHLIGHTS

STONE ISLAND | NEW BALANCE

LAB

LIFE

The Archive

ABOUT STONE ISLAND

FAQS

CONTACT US

FREQUENTLY ASKED QUESTIONS

WHAT CAN WE HELP YOU WITH?

Payments

Which payment methods do you accept?

Are payments secure?

My order is not being accepted. Why?

Is VAT included in the final price?

How can I get an official receipt?

ONLINE AND IN-STORE SERVICES

AFTERCARE