Returns & Refunds

Our return period

Standard, non-personalised products may be returned within 30 days of delivery under our voluntary store policy. This additional policy does not replace or restrict your statutory consumer rights.

Depending on the law that applies to your purchase, you may have cancellation rights in addition to this policy. If that law gives you a 14-day cancellation period, the period normally begins when you, or a person you nominate other than the carrier, receive the goods. For goods from one order delivered separately, it normally begins when the last item is received. Send your cancellation notice before the applicable period expires and return the goods within any deadline required by that law.

Return eligibility

For change-of-mind returns under our 30-day store policy, items must be unused, unworn beyond reasonable fitting, unwashed and unaltered, with tags, accessories and original packaging where reasonably possible. Please provide your order number or other proof of purchase and contact us for return instructions.

Where applicable law gives you a cancellation right, you may handle goods only as reasonably necessary to check their nature, characteristics and fit. Original packaging, a reason for cancellation and prior return approval are not conditions of that right. We may make a lawful deduction for loss in value caused by handling beyond what is reasonably necessary. These conditions do not limit remedies for faulty, damaged or incorrectly supplied goods.

Made-to-measure and personalised products

Change-of-mind returns are not normally available for goods made to your measurements or specifications, altered for you, embroidered, engraved, or otherwise clearly personalised. This includes made-to-fit garments once production has begun.

This exclusion does not apply where an item is faulty, damaged, not as described, made incorrectly against the measurements or instructions we accepted, or where another mandatory legal remedy applies.

How to start a return

Tell us clearly that you wish to cancel by emailing support@scotlandheritage.com, using our contact form, or writing to the postal address below. You may use the optional cancellation template below, but any clear cancellation statement is acceptable.

1. Include your order number or enough information to identify the purchase and the items you wish to return. You do not need to give a reason where applicable law gives you a cancellation right.
2. Contact us for the correct return destination. Where applicable law gives you a cancellation right, your notice takes effect when you send a clear statement within the required period; it does not depend on our approval or reply.
3. Send the goods back within the applicable return period, package them securely and retain evidence of posting. Our response time does not extend the statutory return deadline.

If an item is faulty, damaged or incorrect, describe the problem and include photographs where possible to help us resolve it. Photographs are not a condition of your statutory rights.

The business correspondence address below accepts cancellation notices but is not a returns address and cannot accept returned products. Submit a return request so customer care can provide the correct return instructions and destination. Contact us again if instructions are delayed; lack of prior approval does not remove rights provided by applicable law.

Return shipping

For eligible change-of-mind returns, you are responsible for the direct cost of returning the goods. We recommend a tracked service and keeping evidence of dispatch. Where goods are faulty, damaged in transit or incorrectly supplied, we will provide or reimburse the reasonable return cost as required by the consumer law applicable to your purchase.

Refunds and exchanges

We will issue an eligible refund without undue delay and normally within 14 days after we receive and inspect the returned goods. If applicable consumer law requires an earlier refund based on evidence that the goods were sent back, or because we offered to collect them, we will follow that requirement. We may withhold reimbursement until we receive the goods or evidence of return where permitted by law.

Where applicable consumer law requires reimbursement of the original delivery charge for a cancelled entire order, the refund includes the cost of our least expensive standard outbound delivery option. Any extra amount paid for an upgraded delivery service is not refunded. Any lawful deduction for diminished value will be explained.

Refunds use the original payment method unless you expressly agree otherwise, and we do not charge a refund fee. Your bank or payment provider may take additional time to display the credit.

For returns under our 30-day store policy, we inspect the goods against that policy and confirm the outcome. Exchanges depend on availability. A replacement may require a new production period for made-to-order stock. Consumer remedies provided by applicable law remain unaffected.

Faulty, damaged or incorrect items

Contact us promptly if goods are faulty, damaged, not as described or incorrect. Depending on the law applicable to your purchase, you may have rights to reject the goods or request a repair, replacement, price reduction or refund. Sale items receive the same protection as full-price items where required by law.

Nothing in this policy limits rights that cannot lawfully be excluded.

Optional cancellation template

Use this template if you want to cancel or withdraw from a contract. You can copy it into an email or print and send it by post. You may instead send any clear statement that identifies your order and your decision to cancel.

Contact us

Scotland Heritage is jointly owned by Gothic Men LLC and CUIRSY LIMITED.

Card payments for orders from any country are taken by CUIRSY LIMITED and appear on your card statement as CUIRSY. PayPal payments are taken by Gothic Men LLC. The company that takes your payment is the seller of your order.