Returns Policy
Returning Stock Items
At Scottish Fine Gifts, we want you to enjoy your shopping experience with us. If there is any reason that you need to return an item, please contact us and we will be happy to help you.
Please do not return items until you have contacted us.
We are always interested in your feedback so please provide any extra detail with your return that you think might help us to improve our products and service.
These terms and conditions do not affect your statutory rights.
I’ve changed my mind- your cancellation rights.
We will refund or exchange items if they are sent back unused and undamaged, in their original condition.
Your right to cancel an order for goods starts the moment you place your order and ends 14 days from the day you receive your goods.
If your order consists of multiple goods, the 14-day period runs from when you get the last of the batch.
This 14-day period is the time you have to decide whether to cancel, you then have a further 14 days to actually send the goods back.
(**See What Can’t I Return below for items that cannot be returned)
You must include your name, address, receipt number or order number or proof of purchase with all returned items.
We do not refund the cost of postage. Please note that unless there was an error with your order, or the item is damaged or defective, then the customer is responsible for the cost of return postage.
Refunds will be processed once they have been received back and assessed as meeting our policy guidelines. Refunds can take up to 5 working days to appear back in your account.
We cannot take responsibility for a returns parcel sent by customers which is not received by us. We recommend you use a tracked service to return goods to us. Customers are advised to insure items when returning them for their own protection as it It is the buyer's responsibility to ensure any returned goods reach us in satisfactory condition. Often this is included in the tracked parcel charge but its best to check the levels that are covered.
**We regret that we also cannot accept cancellations of contracts for the purchase of video, DVD, audio, where the item has been unsealed.
**We are unable to accept the return of food or earrings, for safety and hygiene reasons.
**Sale items cannot be returned or exchanged.
**We cannot accept returns or exchanged for personalised or made to order items unless faulty.
This does not affect your statutory rights.
Exchanges
The fastest and easiest way to exchange a non-faulty item is to buy a replacement item in a new order, then return the unsuitable items for a refund. That way you don’t have to wait for an item you want to return to arrive back to us unused, undamaged and in its original condition.
Alternatively, if you are in the UK and not in a rush just send the item back to us for an exchange. Once we receive your returned items back, we will get the replacement sent out. This normally takes anywhere from a few days to a week or two depending on how long it takes the items to come back to us and what we have in stock.
Please remember to select ‘exchange’ as your “Reason for return” and include a note in the parcel of what you would like the item exchanged for. If you select any other reason, we will automatically refund you.
My item is faulty or damaged
We make every effort to ensure that each Scottish Fine Gifts order is carefully picked and securely packaged. In the unfortunate event that you receive the wrong item, or your order arrives damaged or defective, please let us know right away. We will be happy to refund or replace your item including postage. We cannot refund any priority, express or courier component of the postage charge.
As soon as you discover a fault contact us on hello@scottishfinegifts.co.uk
- The order number/store receipt
- The name of the faulty item and it's product code where possible
- A photo or description of the fault
We want to ensure that we handle any problems as quickly and efficiently as possible, so you are happy with your Scottish Fine Gifts experience You must notify Scottish Fine Gifts within 30 days of receipt of any damaged, defective or incorrect items.
Depending on the fault, we may ask you to return the item to us. We will then send you a replacement item or a refund as quickly as we can. If the item has gone out of stock, we will arrange a refund for you.
Please note that a replacement or refund cannot be made until the original item has been returned to us. Do not return any broken glass or ceramics in the post for your own, as well as for the safety or our staff and the delivery courier's team. A photo is fine.
In the event of an error, fault or damage, we will reimburse you for the cost of the return postage.
Refunds will be processed once they have been received back and assessed as meeting our policy guidelines. Refunds can take up to 5 working days to appear back in your account.
We cannot take responsibility for a returns parcel sent by customers which is not received by us. We recommend you ask for a proof of postage receipt when returning goods to us. Please keep this until your refund has been actioned. Customers are advised to insure items when returning them for their own protection as it It is the buyer's responsibility to ensure any returned goods reach us in satisfactory condition. Often this is included in the tracked parcel charge but its best to check the levels that are covered.
What can’t I return?
**We regret that we cannot accept cancellations of contracts for the purchase of video, DVD, audio, where the item has been unsealed.
**We are unable to accept the return of food or earrings, for safety and hygiene reasons.
**Sale items cannot be returned or exchanged.
**We cannot accept returns or exchanges for cut lengths of fabric, personalised or made to order items unless faulty.
This does not affect your statutory rights.
Returning stock items from outside the EU
Our return policies above apply however buyers returning stock items from outside the EU must clearly state on the outside of the package and on any customs documentation that the goods are 'Returned Goods' to allow them to clear customs without generating additional charges. If parcels are not marked as ‘returned goods’ we may refuse to accept delivery of the parcel which may be returned to you by the delivery company.
Returning Made to Order items
You will not have any right to cancel a purchase for the supply of Made to Order or Personalised goods as these are made to your specifications. These items are non-returnable unless the item is faulty or made to the incorrect specification or measurements. We can provide swatches for most items and we have provided detailed measuring guides to help you measure correctly so you get your specification spot on. We welcome any additional measurements or information you may think helpful if you are an unusual shape or want something made slightly different.
Please contact us if you need any assistance or advice.
Returning Fabric
We are unable to accept returns on cut lengths of fabric. Please order swatches prior to ordering large quantities of fabric if you want to check colours and quality.
Return address for stock items
Scottish Fine Gifts
Unit 9
Six Harmony Row
Govan Workspace
Glasgow
Scotland
G51 3BA
Festive Period Returns Policy
Items purchased online or instore between 1st November 2019 and 24th December 2019 can be returned until the 14th January 2020*.
*Conditions:
- The item must be in re-saleable condition & with proof of purchase.
- The customer can return the item and will receive a refund excluding delivery charges.
- Sale items are excluded
- Items in our ‘What can’t I return’ section are excluded