Scottish Kilts, Gifts and Souvenirs

Heritage of Scotland customer service is there to take your query at any time.

There are a number of ways to get in touch with us.

We recommend that you send us a message through our Support Centre. This help's us pass all necessary details to relevant departments in our company and then record them in our system. In most cases we respond within the first 24 hours of contact, during weekdays.

For short and non-complex questions, you can contact us using chat, where, during certain reasonable hours our staff will be available.

If you are not comfortable with the internet, you can always give us a call.

Remember, the more precise you are, the faster we will resolve your query.

So if you have any questions about our products, orders, any general questions, or you just want to share something with us, we will be happy to speak to you.

To get more information check our "Contact us" page.

We would like all our customers to be satisfied with both our products and service. If you are unhappy with the product, you can return it and we will ensure that we send you the right product. Please be aware that some products are made to order and cannot be refunded or exchanged. To help you with these products, we have provided a measuring guide to ensure that you take accurate measurements.

We as human beings, are not perfect, so if your order is erroneous, please contact us. If the mistake is made by us, we will cover all costs of the exchange and should the mistake be made by you, you will be liable to cover the postage charges for the exchange.

More detailed returns policy can be found here: Returns and Exchanges Policy

Using our website, you will be able to track your order. By creating your own profile on our website, you will be able to check your order status. You will also receive a notificaton e-mail from our company, when your items are collected and shipped.

You can contact us anytime using our Support Centre or by phone to check you order status. Should anything go wrong from our end, we will call you immediately, to inform you and arrive at the best possible course of action to resolve the problem.

We aim to satisfy our customers and ensure that all relevant information is taken at the time of completing your orders.

Following information will be available online:

• List of orders, size, numbers of items, price
• Date and time of each order
• Status of each order (ordered, proceed, shipped, paid).

Heritage of Scotland is working strongly on data protection. While placing an order you will be asked for your credit card details. We accept American Express, MasterCard, Maestro, Visa, Visa Electron and Switch credit cards.

We have prepared specially secured page for that purpose – you will notice a lock symbol in the status bar of your internet browser and "https" in the front of page address – it indicates that it is a secure channel. This is called "secure HTTP connection". It means that all the data transmited is encrypted and cannot be intercepted by anyone.

According to our privacy and security policy we protect all information received from you when purchasing products on our website. We do not hold your card details, therefore all your card details will be deleted after being used.

In addition, limited number of our staff have access to these information. So you can be sure that your credit card details is well protected in a secure environment.

In case there is a problem with payment, you will receive an e-mail with a failed payment notification.

We guarantee on-time delivery of our products. We endevour to deliver your goods within two weeks. This depends on the order and type of request.

We have an impressive range of products. This includes our stock, items to be ordered from our suppliers, and items tailored specially for you, e.g. dresses and kilts.

On each product page there will be a note stating how long it takes to dispatch that product. When you place your orders you will see "estimated delivery time" based on availability of the products. Please note that, if you are ordering, made to order kilts, with products available in our stock, be informed that, all goods are dispatched together and this may cause delay of your order. You can always split your order, and get our products in stock straight away, while you wait for your made to order item.

If you need your order by a certain date (like wedding), please include a note on the order form or contact us.

Do note that, dispatch process is composed of three stages:

1. Payment
2. Collecting goods and dispatch
3. Delivery.

If there is a problem with your credit card, there may be delays in delivery.

Once you have made your order and want to change your order at a later date, this can affect the dispatch date.

Delivery time depends on the chosen shipping method. Free shipping deliveries are carried by the Royal Mail, where, delivery can take up to 5 days in the UK and up to few weeks in US. Courier services guarantees a next-day delivery in the UK and 5 days delivery in other countries. You can track your parcel on the courier services’ websites. Be aware that in cases of overseas shipment, your country's Customs can hold your order sometimes.

To sum it up,

delivery time =
payment issues + collecting goods (that’s our part) + delivery (customs involved).

Inspite of some of these unforeseeable circumstances, not under our control, we will always do our best, to help resolve these problems.

You will receive an e-mail notification when your order is shipped, including, the name of the shipping company and tracking number of your parcel. You are responsible for package collection. If the goods are returned, and you request us to resend it, there will be a charge made to your credit card. A shipping charge is also deducted from any refunds and unclaimed shipments.