ORDERING

How can I order Royal Dornoch Tartan Products goods?

You can only order these through our online store.

 

Do I need to register before I can make a purchase?

You can purchase as a guest but you will not be made aware of any future offers or products.

 

Will I be told if an item I order is out of stock?

If an item is out of stock, you will not be able to order it.

If an item you’ve ordered is subsequently found to be out of stock, we will cancel and refund your order and you will receive email notification of this.

 

What happens once I place my order?

You will be charged when you order.

When you complete your payment, you will receive a confirmation e-mail to advise you that we are processing your order.

We will contact you by email in the event that we need further information from you, or if there is a problem with your order.

 

I can't find the product I'm looking for on your website?

Some Royal Dornoch Tartan products and styles are limited edition. The range will be developing and if you can't find exactly what you're looking for, please contact us on the feedback form and we'll look to include this in the future.

 

How do I change an order I've placed?

Due to the speed with which we dispatch orders, it may not always be possible to make changes. Please log in to your account to see whether your order is being processed. Once your order has reached our warehouse it cannot be changed.

 

PAYMENT

How do I pay for my goods?

Payment is taken at the checkout and you can pay using a Visa or Mastercard credit card or debit card.

 

Does the shopping cart auto-calculate shipping costs?

Yes

 

Can I reclaim the VAT if I am ordering from outwith the EU?

When you register on the site, our system will take note of your shipping address and if this is outwith the EU then all the prices on the site will show as exclusive of VAT.

 

SECURITY AND PRIVACY

Is it safe to order online through your website?

Yes. Your payment is taken through a secure server, which is fully encrypted. It is perfectly safe to enter your card details on our website.

 

DELIVERY

Can my order be delivered to a different address to my home address?

No, currently we do not offer this service.

 

Can I choose a delivery date and time?

Unfortunately we cannot offer fixed delivery times.

 

When will my goods be delivered?

You will be notified by email when your goods are despatched with subsequent delivery time dependent on your location and the Royal Mail sub contracted courier in your area.

 

RETURNS AND EXCHANGES

What is your returns procedure?

We hope that you are pleased with your purchase, but if you do need to return an item to us, you can view our full returns procedure.

Please allow up to 5 working days for your refund/exchange to be processed after we receive your item(s).

 

Do I have to pay to return goods?

Yes.

In the event that you have been sent an incorrect item, please contact us in the first instance and our customer service team will be able to assist you.

If the item is faulty, please contact our customer service team who will advise you on returning the goods.

 

How are refunds credited?

Refunds can only be applied to the card or originally used to purchase the order and the delivery address cannot be amended on an exchange.

 

How long will it take to receive my refund?

Your refund will be processed as quickly as possible. Returns are generally processed in around 5 working days and we will email you to let you know. Refunds can take around 5-10 working days to appear in your account, depending on the card issuer.

 

Can I return the goods in person to your office?

Yes, but please call to arrange this beforehand.

 

I am buying the items as a present, what happens if they need to be exchanged?

As long as they have not been worn and have all tags intact and they are returned in the same condition that they were received in they can be exchanged. Please see our returns procedure for further details.

 

What do I do if I receive the wrong item?

In the event that you have been delivered faulty or incorrect items, please accept our apologies and contact our customer service team within 7 days of receipt, quoting your order number. Our customer service team will advise you on how to complete the returns form included with your order and will make suitable arrangements for return delivery.