FAQS

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.

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.

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.

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.

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.

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.

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.

You can shop on stoneisland.com using the following payment methods:

- All major credit cards, including American Express, China Union Pay, Diners, Discover, JCB, Mastercard, VISA.
- Selected mobile payment methods, including Alipay, Apple Pay, Google Pay, Klarna, PayPal, Wechatpay.

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

We invite you to verify at checkout the payment methods available at the time of your order. Please note that minimum and maximum amount limits may apply to certain payment methods.

Depending on the payment method, the order amount may be charged as soon as the order is completed or a pre-authorisation of payment may be required.

For payment methods requiring a pre-authorisation, the amount of each item is only charged once the item has been prepared for shipment.

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.

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.

We invite you to verify at checkout the delivery options available for your shipping address at the time of the order.

STANDARD DELIVERY
Delivery timing: within 7 - 10 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: 26 CAD

To receive your items before December 24, order by 2pm EST on December 12

EXPRESS DELIVERY
Delivery timing: within 4 - 7 working days from the shipping confirmation email.
The preparation of your order will require 1 working day.
Some locations may require an additional 1/2 days for delivery.
Fee: 51 CAD

To receive your items before December 24, order by 2pm EST on December 16

USEFUL INFORMATION

Please note that working days are Monday through Friday, and that our Distribution Center is closed on national holidays:
Jan 1st; Feb 19th; Mar 29th; Apr 5th; May 20th; Jul 1st; Aug 5th; Sep 2nd; Oct 14th; Dec 25th, 26th.
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.

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

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.

For security reasons, all purchases made on stoneisland.com require a signature upon delivery.

All orders are delivered by UPS. If no one is available to sign for the package, the courier will make a total of 2 delivery attempts, generally on 2 consecutive business days.

After 2 failed delivery attempts, your order will be automatically returned to Stone Island.

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

All orders placed and delivered between November 15th and December 20th may be returned until January 10th. Orders placed after December 20th follow the ordinary Return Policy.

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 UPS

• Contact UPS 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.

Stone Island offers a free return shipping label through the courier UPS 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 UPS label over any prior delivery information. The pre-paid label gives you free return shipping.

4. Fill in the three Proforma Invoice copies you received with the original order. Include one in the return box, keep the others to give to the courier at pickup or drop-off. If you are returning a pair of shoes, also include the IFA document inside the return package

5. Drop the package at your nearest UPS location

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 UPS label.

Please return your parcel to our distribution centre:

FDS CANADA 100 Conair Parkway L4H 0I2 Woodbridge ONTARIO – CANADA

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

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 our staff for further information or contact our Client Service in order to discover more about this convenient service.

You may return or exchange items purchased on stoneisland.com in selected stores within 20 days from when the package was received.
Find out where this service is available on our Store Locator.

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.

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.

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.

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