FAQs

How do I order?

Please join the Email List and/or follow on Instagram to stay in the loop on drop dates and other behind the scene insights.

When can I expect my order?

We’re a small team, so please allow 21 days from the end of the drop for your order to be dispatched.

What payment options do you accept?

We accept..

Do you ship worldwide?

No. We currently only deliver within the UK.

To be kept updated when we launch elsewhere, please sign up to our mailing list.

How do I track my order?

All UK orders are sent via tracked Royal Mail.

Your tracking number will be in your order confirmation email.

I haven’t received my confirmation email, has my order been shipped?

Please check your junk/spam email folders before contacting us. If it’s not hiding there, please email us at support@ thewhitesuri.com.

We begin to dispatch Orders once the drops close and we ask you to please allow up to 21 days for dispatch. 

Are your scarves really unique?

Yes! The scarves were made using fibre from Imogen’s own herd of white suri alpacas. Only 138 scarves were made (with only 120 being available for sale). Imogen’s herd is now down to its last animals and there will not be another run. This fibre spinning run was unique, as too was the weaving run.

How do I look after my scarf?

Please refer to our Product Care page for information on how to care for The White Suri.

What if my item is faulty?

We really hope that won’t be the case. But…

Goods are classified as faulty if they are received damaged, or where a manufacturing fault occurs within 3 months of purchase. After 3 months from the date of your order, items are not considered to be faulty and normal wear and tear is regarded as being the case.

If your item is faulty, please contact:
support at thewhitesuri.com.

How long will my refund take?

Once your return has been safely received by us, we will examine it for any signs of wear or damage. Only after these checks have taken place will we issue the refund.

Please allow up to 10 working days from the date of receipt by us for this to take place. Banks may take up to 10 working days to make credit/debit cards refunds. The White Suri does not accept liability for the length of time a bank may take to process refunds.

Do you accept returns?

We offer a 14 day returns policy.

Please refer to our Delivery & Returns page for more information on how to return an order.