How quickly will my order be delivered?Items in stock are normally dispatched next working day (Mon-Fri) except when ordered with other unstocked items. See the note on Multiple Orders below. Items supplied to order but not currently in stock show a normal-to-maximum dispatch range (e.g. 2-4 weeks). We normally expect to be able to ship in roughly the shorter period (often less) though we ask you to allow up to the maximum period in case of delays. See the Information Centre item on ‘Rush Orders’. Items made-to-measure also show a normal-to-maximum dispatch range. But in this case the maximum date is advisory only and is not guaranteed; please notify us if you have a deadline. Please note that all the above describe our dispatch schedule, not when you may expect your package to be delivered. Time to delivery will depend on your chosen shipping method, location, time of year, and may involve delays beyond our control. “Next day” delivery always means next working day from dispatch, since in most areas weekend or holiday deliveries are not possible. And unless specifically advised, we cannot guarantee dispatch on the same day that your order is placed. We will always do our best to advise you of any service interruptions we know of or can predict. But we cannot accept responsibility for circumstances beyond our control, such as postal strikes, extreme weather conditions, or other third party service failures.
Can you get me my order by Christmas?If it’s at all possible, we’ll do our best! This depends on what the items are, and where they are going to. Any products in stock can be sent out almost anywhere using any delivery method until about the end of October. From November onwards, you should not rely on slower methods (e.g. our free shipping carriers). We strongly recommend Couriers to ensure it arrives in time. Items made to order can take many weeks, though we can often push things ahead if needed, though surcharges may rise as urgency increases. Ultimately we can make a kilt, for example, in days - but at great expense. Our last shipping dates by fastest carrier is 23rd December in the UK, or 20th December for the US (plus any weekend days).
I have a vital deadline - can you definitely meet it?Our advertised dispatch schedules are as realistic as we can make them, and we often deliver even more quickly than we suggest. But we do depend in turn on third party suppliers, which may be family firms, so estimated dispatch dates are never guaranteed unless explicitly agreed in writing. We will always do our very best to meet your deadline. But we cannot cancel or refund made-to order items, nor accept return charges on other items, unless we fail to meet a deadline that has both been notified to us and which we have promised in writing to meet. And we can never accept responsibility for any indirect costs, such as replacement garment hire. If you have a critical date by which you need delivery (e.g. a birthday, wedding, departure date, etc.) please tell us when ordering (1.) your latest acceptable delivery date and (2.) that we should accept the order only if we meet that deadline. We can then advise you if we are confident of meeting this, and whether any special conditions need to apply.
How will I know if my order is delayed?Occasionally we are unable to dispatch an order by the expected date, mostly due to delays from our suppliers. Many of the goods we sell are made by small craft-style producers, so please understand that industrial schedules are not always possible. If we find that we cannot meet the maximum time indicated, we will contact you as soon as we know of this with a new expected schedule. You will have the option to cancel your order for an immediate full refund, except in the case of made-to-order items if for example fabrics have already been cut. See our Returns & Refunds policy for more details.
I want several items - can you split or combine multiple orders?To order multiple items, just add one to your Basket (choosing options, until a page says ‘added to basket’) then continue to shop for more products until you’ve added everything you want. But if you have already placed an order and wish to add to it, you can either place a new order and advise us that you would like it added to your previous order, which we will do (recalculating the new shipping for the combined package) provided the first shipment has not gone. Alternatively just contact us by phone or email with details of the additional items, and we will do it all for you. If you order several items at once, we will normally dispatch your package only when the entire order is ready. If you wish us to part-ship some items earlier please either place separate orders on the site or else authorise us to charge you for the extra delivery costs in the “Special Instructions” box on the Checkout page.
Will my package have Tracking?Some delivery services such as our Couriers offer online order tracking, but this is not available with free or lower priced shipping methods. If you select such a service we will email you the tracking number at the time of dispatch. You will also find this information in our Club Members’ section - register or log-in at the top of any page, using the same email address used for your order.
Free Shipping TermsWe offer the option of Free Shipping on orders over a minimum value of £20 (inc.†VAT)†for UK orders, or £50 (ex. vat) overseas. Where an order qualifies, a Free Shipping option will appear at the Checkout. Free Shipping orders are sent by a carrier of our choice, which will often be an economy service, but which we reserve the right to change without notice, unless by prior agreement. Please inform us as early as possible if you prefer a particular carrier. If a Free Shipping package goes missing, we may replace the goods. But we cannot begin enquiries until after the latest possible delivery time (see above). We will not offer refunds. If you wish to upgrade an order with Free Shipping to a faster tracked method, please†contact our customer service team as soon as possible after ordering, before dispatch. Please note that Free Shipping packages may still be liable for†local import duties, which are always the importer’s responsibility. (See separate information section on duties & taxes). Trade and Corporate orders are not eligible for free shipping, unless specifically negotiated. Please note that we may occasionally have to withdraw the offer of free shipping, such as with an exceptionally heavy or bulky low value order. In this event we will offer you the option to upgrade to standard shipping or cancel the order, before charging. CANADA: we cannot currently offer free shipping to Canada until the effects of the postal strikes are over; to avoid lengthy hold-ups we can offer Canadian customers courier delivery only.
Where do you deliver to, and what does it cost?We can deliver worldwide within a few days of dispatch to almost any destination, and next-day to parts of North America. All shipping charges are shown at the Checkout, based on the total weight of all individual items in your Basket. To see these charges, add all products you wish to your Basket. Then go to the Checkout (without commitment) and select the quantity of each you wish, and the country they will be shipped to. You may need to reload the page, using the links or buttons provided. You will then see a list of all shipment methods we offer for that combination of products to your destination, with the price and estimated delivery schedule for each. We use a variety of delivery companies, depending on destination, value, package weight, dimensions, and urgency. For example, a low-weight, lowish value package within the UK would go out by standard (first class) Royal Mail; packages to Europe by Courier; small packets to the US and the rest of the world by Airmail, with larger or higher value ones by Courier. We reserve the right to upgrade certain orders to a faster courier at our own expense, at our discretion. Please advise us if you do not wish us to do this under any circumstances.
I’m in a hurry - can you rush my order?We can very often arrange rush orders. (At a push we can even deliver a hand-made kilt in days!) So if you have an urgent deadline by which you need delivery, here’s how to make your order happen as quickly as possible: Place your full order on our web site as normal During the Checkout process, note your delivery deadline in the Special Instructions box. Also tell us there if you would prefer us (a) to place your order at once if we can; or (b) to confirm the order with you before proceeding We will reply within one working day to confirm whether we expect to meet your deadline There is often no surcharge. But, for example, if rushing your order involves significant extra workload, or we need to pay our suppliers a premium, or use special courier arrangements, there may be extra charges. (E.g. all of these apply when making a kilt in days!) We would notify you of extra costs before charging. For greatest speed, advise us (in the “Special Instructions” box) to proceed with the order within a specified surcharge limit you authorise. See also the Information Centre item on time-critical Deadlines.