FAQs & Terms
A Little Help from The Highland Dancer® ❤️
Welcome to our Help, FAQs & Terms page.
The Highland Dancer® is a small independent Scottish business based on the Isle of Bute, creating original gifts, clothing and accessories for the Highland dance community.
We've put our most frequently asked questions at the top of this page so you can find the information you need quickly.
Our full Terms & Conditions follow underneath and apply when you purchase from The Highland Dancer®.
Quick FAQs
Where Are Your Products Created?
Everything starts here on the Isle of Bute, Scotland, where our ideas, artwork and original HD designs are developed.
Some products are made, personalised or finished by us here on Bute, while others are manufactured, printed or fulfilled by trusted production partners in the UK and internationally.
Wherever an individual product is produced, The Highland Dancer® creativity begins here in Scotland.
How Long Will My Order Take?
Many HD products are personalised or made to order, so they're created especially for you rather than sitting on a shelf waiting to be posted.
Please allow approximately 3–4 weeks, or up to 28 days, for production unless a different timeframe is shown on the individual product page.
Delivery time is additional and begins after your order has been dispatched.
If you need something for a competition, Highland Games, birthday, wedding, Christmas or another special occasion, please contact us before ordering.
We'll always tell you honestly whether we think your timescale is achievable.
Can I Personalise My Order?
Absolutely — personalisation is a big part of what we do. ❤️
Where personalisation is available, you'll find the options on the individual product page.
Please carefully check all:
Names • Spellings • Dates • Colours • Sizes • Measurements • Personalisation Details
before completing your purchase.
Once production has started, we may not be able to change or cancel a personalised order.
Not sure? Ask us before ordering. We'd much rather help beforehand.
What Size Should I Order?
Please use the size guide and measurements shown on the individual product page rather than automatically choosing your usual size.
This is especially important for personalised clothing and footwear.
For our handmade clogs, please use the EU shoe size and follow the measuring instructions provided.
Personalised products generally cannot be exchanged simply because the wrong size was ordered.
If you're between sizes or unsure what to choose, come and ask us first.
How Do I Care for My HD Clothing?
A little care goes a long way towards keeping your HD clothing looking fabulous.
As a general guide:
Wash inside out at 30°C • Do not tumble dry unless instructed • Iron inside out where appropriate
Always follow the individual care label or instructions supplied with your product, as fabrics, garments and printing methods can have different requirements.
Can I Return Something?
Non-Personalised Products
Unused, non-personalised products can normally be returned within 30 days of receipt, subject to our Terms & Conditions and any exclusions permitted by law.
Please contact us before returning anything so we can provide the correct return instructions.
Personalised Products
Products made specifically for you or clearly personalised generally cannot be returned or exchanged simply because you've changed your mind, ordered the wrong size or supplied incorrect personalisation information.
This does not affect your statutory rights.
If something arrives faulty, damaged, incorrect or not as described, please contact us.
Something's Wrong With My Order — What Do I Do?
Come and talk to us. ❤️
We genuinely want to know if something isn't right.
Please contact us as soon as reasonably possible if your order arrives damaged, faulty, incorrect or not as described.
We may ask for photographs or other information so we can understand what's happened and find the appropriate solution.
Thankfully problems are rare, but when something does go wrong, we want the opportunity to put it right.
Why Has Only Part of My Order Arrived?
Don't panic!
Some HD products are made or dispatched from different locations, so an order containing several products may arrive in more than one parcel and on different days.
Where applicable, you'll receive separate tracking information for individual shipments.
Do You Deliver Internationally?
Yes! We love seeing HD travelling around the world. 🌎
International delivery times and costs depend on the product, destination and where your order is dispatched from.
Customers outside the UK may be responsible for local customs charges, import duties, taxes or handling fees.
Some products may be sent directly from one of our international production partners.
A Little Kinder to the Planet 🌍
We try to make sensible choices about packaging and waste wherever we can.
Where practical, we aim to use less unnecessary packaging, reuse suitable packaging and choose recyclable or biodegradable alternatives.
We also work with production partners and suppliers who are improving their own environmental practices.
We're not claiming to be perfect — we're simply committed to making better choices where we can.
Please reuse or recycle your packaging whenever possible. ❤️
Our Customer Service Promise
The Highland Dancer® is a small independent business, and good customer service genuinely matters to us.
There are real people behind the designs, products, messages and orders.
If you're unsure about a size, need something for a competition, have a question about personalisation or something simply doesn't seem right:
Come and chat to us.
We'll always do our best to help.
Full Terms & Conditions
The Important Bit
The following Terms & Conditions apply when purchasing products from The Highland Dancer®.
Please read them before placing an order.
1. Products, Descriptions & Photography
We make every effort to ensure product descriptions, photographs, illustrations and digital mock-ups accurately represent the products we sell.
Colours can appear slightly different depending on your monitor, phone, tablet or individual screen settings.
Handmade and individually produced products may have small variations in colour, texture, positioning or finish. These differences are part of the nature of handmade and made-to-order production and are not necessarily faults.
Please check all product descriptions, measurements and size guides before ordering.
2. Personalised & Made-to-Order Products
When ordering a personalised or custom product, please carefully check all information you provide, including names, spellings, dates, colours, sizes, measurements, personalisation and design choices.
Products made to your specifications or clearly personalised are generally excluded from the statutory right to cancel.
However, if you contact us before production begins, we will do our best to accommodate a cancellation or amendment where possible.
Once production has begun, we may be unable to cancel or change a personalised or custom-made product.
This does not affect your statutory rights if a product is faulty, damaged or not as described.
3. Production Times
Please allow approximately 3–4 weeks, or up to 28 days, for production of personalised and made-to-order products unless otherwise stated on the product page.
Production may take the full advertised timeframe during busy periods.
Delivery time is additional to production time.
If you require an order for a particular date or event, please contact us before purchasing.
4. Clothing & Footwear
Please follow the size guide provided on the relevant product page.
Where requested, measure carefully rather than relying solely on your usual clothing or shoe size.
For handmade clogs, please use the EU shoe size and follow the measuring instructions provided.
Personalised or custom-made clothing and footwear cannot normally be exchanged simply because an incorrect size was ordered.
Your statutory rights are not affected where a product is faulty, damaged or not as described.
5. Orders Required for a Specific Date
Please contact us before ordering if your purchase is required for a competition, Highland Games, birthday, Christmas, wedding or other special occasion, or must arrive before a particular date.
Please also contact us if the parcel will be forwarded to another address or country after delivery.
We will do our best to help but cannot guarantee arrival for a particular event or onward journey unless this has been specifically agreed with us.
6. Prices & Payment
The price displayed at checkout is the price payable for your order, subject to the correction of obvious pricing or technical errors.
Prices include VAT where applicable.
Delivery charges, where applicable, will be displayed during checkout or on the relevant product page.
Orders enter our processing system once payment has been successfully received.
Payments are processed securely through our payment providers. We do not receive or store your complete card details.
7. Acceptance of Orders
In rare circumstances, we may need to cancel an order where:
- A product or material becomes unavailable
- A product has been discontinued
- Delivery isn't possible
- An obvious pricing or technical error has occurred
- We cannot complete the requested personalisation
- Circumstances beyond our reasonable control prevent fulfilment
If this happens, we'll contact you as soon as reasonably possible and arrange an appropriate refund where payment has already been taken.
8. Delivery Addresses
Your order will be dispatched to the delivery address entered at checkout.
Please check your address, postcode and country carefully.
If you notice an error after ordering, contact us immediately.
Once an order has entered production or been dispatched, changing the delivery address may not be possible.
9. Split Deliveries
Some HD products may be made or dispatched from different locations.
An order containing several products may therefore arrive in more than one parcel and at different times.
Where applicable, separate tracking information may be provided.
10. Returns & Exchanges
Unused, non-personalised products may normally be returned within 30 days of receipt, subject to exclusions permitted by law.
Returned products should be unused, unworn where applicable, in their original condition and suitable for resale.
Please contact us before returning anything so we can provide the appropriate return instructions.
Products made to your specifications or clearly personalised generally cannot be returned or exchanged simply because you've changed your mind, ordered the wrong size or provided incorrect personalisation information.
Your statutory rights are not affected.
11. Faulty, Damaged or Incorrect Products
If your order arrives damaged, faulty, incorrect or not as described, please contact us as soon as reasonably possible.
We may ask for photographs or other information so we can understand the problem.
Depending on the circumstances, we may offer a repair, replacement, refund or another remedy available under applicable consumer law.
Your statutory rights are not affected.
12. Returns
Please contact us before sending anything back.
Some products are supplied by production partners, so our Bute studio may not always be the correct return address.
Where we ask you to return an item directly to us:
The Highland Dancer®
Gaidheal Design Studio
63B Castle Street
Port Bannatyne
Isle of Bute
PA20 0LZ
United Kingdom
Please wait for return instructions before posting your product.
13. UK Delivery
UK orders are sent using the delivery service appropriate to the product and fulfilment location.
Where tracking is available, tracking information will be provided.
Delivery estimates begin after production and dispatch and are estimates rather than guaranteed arrival dates unless we have expressly agreed otherwise.
If an order appears to be significantly delayed, please contact us and we'll investigate.
14. International Delivery
International delivery times vary depending on the product, destination and dispatch location.
Customers outside the UK may be responsible for customs charges, import duties, taxes and handling or clearance fees imposed by their destination country.
These charges are outside our control.
15. Production & Fulfilment Partners
The Highland Dancer® is proudly based on the Isle of Bute, Scotland, where our ideas and original designs are developed.
Some products are made, personalised or finished by us, while others are manufactured, printed or fulfilled on our behalf by trusted production partners in the UK and internationally.
In some cases, an order may be dispatched directly from one of these partners.
Regardless of where an individual product is manufactured, products sold as The Highland Dancer® designs originate from our brand and creative work.
16. Privacy
We respect your privacy.
Personal information may be used to process and fulfil your order, arrange delivery, provide customer service, process payments and meet our legal and accounting obligations.
Where necessary, relevant information may be shared with payment providers, delivery companies and production or fulfilment partners in order to complete your purchase.
We do not sell your personal information.
Please see our separate Privacy Policy for full details.
Contact The Highland Dancer®
Have a question before ordering?
Please ask us — we're always happy to help.
Email: dance@thehighlanddancer.co.uk
The Highland Dancer®
Gaidheal Design Studio
63B Castle Street
Port Bannatyne
Isle of Bute
PA20 0LZ
United Kingdom
Thank You ❤️
The Highland Dancer® has been serving the Highland dance community since 2015.
From ideas and designs created on our little island to dancers, families, teachers and dance schools around the world, we're incredibly grateful to everyone who chooses to shop with us.
If something doesn't go quite to plan, please get in touch. We'll always do our best to resolve genuine issues quickly, fairly and professionally.
Thank you for supporting independent design, Scottish creativity and a small business from the Isle of Bute.
The Highland Dancer®
Authentic. Scottish. Born & Bred. ❤️
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