Return and refund policy

We have a 90-day return policy, which means you have 90 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, please submit return request.

RETURNS POLICY
With over 15 years’ experience selling products, we are very passionate about our products and pride ourselves in our excellent customer service. We hope you will be pleased with your purchase. If you are not satisfied we’ll be happy to offer you a refund on merchandise that is returned in its original condition within 6 months of receipt. The only exception to this is Personalized Products, Perishable items product, Crafted products, Earrings or Made To Order Items.

We will not refund postage/courier costs incurred for items returned outside our free return system.

Please note that returns have a processing time of up to 14 business days from receipt at our returns facility. This may be longer at peak times. All items must be confirmed as received back in a fully unused and re-saleable condition before we can process your return. Please note that the original shipping fee paid to deliver your order to the shipping address is non-refundable.

Please ensure you have purchased with us before making a return. Parcels returned to us in error will not be processed.
EXCHANGE
All returns are processed for a refund. Should you need an exchange, please reorder your items online or by phone.
DAMAGED OR DEFECTIVE
If the item is damaged or defective, please email or call us immediately for instructions.

• Damage claims must be filed within 2 days of receipt of goods.
• Claims for defective items must be made within 30 days upon receipt of goods
• Normal wear is not considered a defect.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@thescottishstore.com.