Ordering
Q. How do I order an in-stock item?
A.
To place an order for an in-stock item please email us at armourer@whitemountainarmoury.com. Please include:
- the in-stock item you'd like to buy
- your shipping address
Q. I'd like to commission one of the helmets featured as a standard design. What do I need to do?
A.
To inquire about a commission on one of our standard armour designs, please email us at armourer@whitemountainarmoury.com.
Q. I'd really like to commission a custom piece from you. Your website often indicates that you aren't currently accepting custom commissions. When will you be?
A.
We occasionally open our queue up for custom commissions. When we do, we'll be advertising it prominently on the homepage. We encourage you to visit frequently as when commissions open they are accepted at the armourer's discretion and on a first-come, first-served basis.
Q. What payment methods do you accept?
A.
We accept VISA, MasterCard, personal checks, and money orders. All payments must be in U.S. funds. Merchandise paid for by personal check will not ship until your check has cleared—generally 5-7 business days.
Q. Do I need to make a deposit to secure a commission?
A.
Yes. We generally require a 50% up-front deposit to secure your commission. Your spot in our queue will not be secured and work will not begin on your commission until this deposit is received.
Q. How long will it take to receive my armour once the deposit is received?
A.
Our current backlog for standard armour designs is 3 to 4 months and fluctuates some in either direction. When a commission is accepted, we'll let you know how long we expect it will take to produce your piece. Commissions on custom armour can take upwards of 12 months to produce.
Q. You're making a helmet for me. Is there a page on your site where I can go to check the progress?
A.
Not yet. We're hoping to add an area to the site where customers can go to track the progress on their commissions. In the meantime, we will keep you informed via email once the project begins.
Q. Will my commissioned helmet look just like the one in the picture?
A.
No— but it should look pretty close. Each helmet is custom made to the wearer's head measurements. Because of this there may be slight variations in each finished piece.
Shipping & Returns
Q. What your shipping & handling fees?
A.
Shipping & handling fees are generally based on the weight of the package and the destination. For lamella orders shipping to the US, The United States Postal Service now offers a flat rate priority box. Most lamella orders will now ship for $8.10 plus insurance.
Q. Who do you use to ship your orders?
A.
For US orders, we prefer to ship via USPS Priority Mail. We have found their fees to be reasonable and their service to be quick and reliable. Other carriers can be used as needed.
Q. What's your return policy?
A.
Please inspect your merchandise immediately upon receipt. If there is anything unsatisfactory, please contact us so that we can help assess the problem and work with you to resolve it. Returns, credit, or exchange of merchandise wil be issued at our discretion. Shipping & handling fees will not be credited.
Guarantee
Q. Do you guarantee your product?
A.
Our merchandise is guaranteed against material defect. Returns and credits will be issued on a case-by-case basis. This guarantee does not apply if your merchandise has been altered, improperly cared for (allowed to rust excessively, etc.) or used in any way other than it was intended. SCA heavy combat and other medieval combat sports are aggressive games and we cannot be held responsible for possible injury or damage.