FAQs / T&Cs / Returns / P&P
These are just the common questions asked but please see our full terms and conditions below.
Where we create out clothes
We have a studio on the Isle of Bute where we make and create all our items perfect for you. To see our beautiful island click www.visitbute.com
Wash inside out at 30* - Do not tumble dry & Iron inside out
See our full care instructions - care-for-your-clothes
Personalised products are non-returnable unless faulty. Please make sure you have ordered the right size and colour so there is no disappointment when you open your package
You have 30 days to return your items from when you get them
Please contact us if you have any queries or see below for more details
As your items are made to order it can take up to 28 days to get them to you. Our timescales are usually significantly quicker and if you need your item in a hurry, please let us know and we will do our best to help.
We often get things out within a week or two depending on how busy we are and what your order!
Postage & Packaging
We send everything ‘tracked and signed’ so that we have a tracking number and we know that you will get it at your end - the last thing we want is to lose your items in the post.
The postage cost for the UK is exact except on 'Except' heavy items such as camping chairs, big bags and other heavy items - we will put the postage cost onto the item so that you get charged at the item and not at the checkout for the extra postage.
International Postage - We have kept this cost down as much as we can for you guys but Mr International Postman tells us we have to pay to get things to you, so we have to charge the price per weight of the order.
These are just the common questions asked but please see our full terms and conditions below
Terms and Conditions
a) Descriptions and photography
The products we sell are either photographed or digitally produced and are accurately displayed on the website, however, due to different types, styles and settings of computer monitors shading and colour may appear different to the exact colour. Whilst we make every attempt to ensure that the goods sold and delivered match in every respect any description shown or sent to you, any minor or immaterial variation, change in colour or pattern between the advertised description and the goods delivered shall not entitle you to reject the goods nor to claim any compensation for such variation or changes
Many of the goods that we custom personalise are according to the size that you select. It is your responsibility to check the sizes listed and order accordingly. You must check the product details and measurements of the goods before placing your order. We cannot accept returns or refund money if you have ordered the incorrect size of personalised items or have burst the item due to overstretching (unfortunately this does happen!). Unfortunately we cannot resell personalised items as they are custom made.
c) Custom Products
Custom personalised products are made according to your requirements. Once made our products are suitable only to you and therefore cannot be cancelled or returned. Because of this it is extremely important that you double check the size and details of the product you are ordering. We cannot be held responsible if you dislike the design, colour, size or general quality of the product. If you are unsure of vinyl colour then please contact us via Facebook and we either send you some more photos of the vinyl or even a sample if we have it in stock. This does not affect your statutory rights.
Order processing and our contract
a) Order cancellation and amendments
When ordering your goods you are agreeing to a legally binding contract. According to Consumer Contracts Regulations 2013, custom made goods are excluded from this legislation and the 7 day cancellation rights do not apply. Cancellations may still be possible with a full refund as long as products have not yet been customised. In the event that your goods have already been made then we are unable to refund your money.
The price you pay is the price shown at the checkout and on your confirmation email, these prices are inclusive of VAT and the total price shown is the price you will pay. Deliveries to certain countries out with UK are subject to extra charges after an order has been placed. We will inform you of any extra charge and on receipt of your confirmation email check to ensure you are completely happy with your order. If not please notify us immediately.
When ordering products from us we can only process your order when the goods ordered have been paid for in full by credit or debit card. You can pay online with all major credit cards, debit cards and PayPal. Your payment card details will be encrypted to minimise the possibility of unauthorised access or disclosure. Authority for payment must be given at the time of order. You will be charged for items at the point of order. Our liability to you in connection with any order will not exceed the total price charged for the relevant items.
We have the right to cancel your order if:
- We have insufficient stock to make and deliver the goods ordered
- If you have ordered from an island or country where we do not deliver
- The goods ordered unbeknown to us have been discontinued
- A pricing or typing error has occurred due to system failure within our database or website
If for any reason beyond our reasonable control, we are unable to supply a particular item, we will notify you as soon as possible. No discounts or compensation can be offered under these unforeseen circumstances
Returns and Exchanges - UK
a) We offer a no-quibble returns policy on all full priced, non-customised or personalised products as long as you return them to us unused and in the original packaging within 30 days.
b) We will give you back the amount you paid for the item or offer an exchange, whichever you prefer.
c) We do not refund postage and packing costs unless, at our discretion, the circumstances are exceptional.
d) Please complete and include the returns form/note with your item. Believe it or not, we have received parcels and have no idea who they are from until an irate customer gets in touch to complain that we haven't refunded their money :(
e) We try to process returns as quickly as possible but this can take up to 21 days when we are very busy.
f) Whilst we quality check all items before dispatch, in the unlikely event that you experience any problems then please either email us at email@example.com or private message us through Facebook. You have 7 days following receipt of your goods to report any damage or defective goods due to manufacturing, or damage caused whilst in the delivery process. We will deal with your queries promptly and if necessary arrange for a replacement to be sent. We reserve the right to ask for digital pictures with regards to the issues reported or to ask for the item to be returned to us for inspection. This does not affect your statutory rights.
All returns should be sent to:
The Highland Dancer
Gaidheal Design Studio
Isle of Bute
OR 63b Castle St, Port Banatynne Isle of Bute PA20 0LZ
We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998).
We send all our items out to you Tracked & Signed for all orders. Delivery of some heavier items will cost more depending on weight via our nominated courier, including any other items you order at the same time and with some large orders your delivery costs may be higher than the standard cost. We reserve the right to contact you if we need to charge you a higher amount. You may cancel your order if the new delivery costs are not agreeable.
We use Parcel Force for our deliveries within the UK. You will receive a parcel tracking code from us when we post it, which will enable you to track, your order; please enter your correct email address when you place your order.
As all the gifts are hand made, they take time to create - Please allow up to 28 days for dispatch of your order, and 2-3 days for delivery after dispatch. If you have not received your order within 31 working days then please contact us and we will track it for you.
Parcel Force or the Royal Mail will always leave a "While you were out" card so that you can arrange re-delivery if you were out when they attempted delivery. If a courier is unable to deliver a parcel after a few attempts, it will be sent back to us. We will then apply a charge of £5.00 (or the postage cost charged by the courier, whichever is the greatest) to cover the costs we have incurred trying to deliver your parcel.
Parcels are not classed as missing until 15 working days after the expected delivery date. At this point we would send a replacement if it has still not arrived although you will normally be expected to complete a non-receipt declaration form from us to help prevent fraudulent claims.
International orders can only be delivered to the address where your payment card is registered. Orders to international addresses may take up to 2 or 3 weeks to arrive.
With large orders your delivery costs may be higher than the standard cost. We reserve the right to contact you if we need to charge you a higher amount. You may cancel your order if the new delivery costs are not agreeable.
Important: Any customs or import duties are applied once the package reaches its destination country. Additional charges for customs clearance are the responsibility of the recipient. Customs policies vary widely from country to country; please contact your local customs office for further information.
If there are any problems with us at any time, please contact us and we will sort out the problem that has occurred.
Privacy Notice for our Customers
The Highland Dancer ("We") are committed to protecting and respecting your privacy.
Please read the following information carefully to understand our practices regarding personal data and how we’ll treat it. By using our website (www.thehighlanddancer.co.uk) you are accepting the content of this privacy notice.
For the purpose of the General Data Protection Regulation (GDPR), the data controller is:
The Highland Dancer, 63B Castle Street, Port Bannatyne Isle of Bute PA20 0LZ
If you have any questions regarding our GDPR processes, please contact us at the above address or by email: firstname.lastname@example.org and our GDPR Representative will get back to you.
What information we may hold about you
We may collect and process the following data about you:
Information you give to us collected by
- Filling in forms or pop-ups
- Posting your profile on our website or 'App' (our website)
- Corresponding with us by phone*, email, post or otherwise
When does this happen?
- When you register to use our website
- When you subscribe to our service
- When you open an account with us
- When you participate in discussion boards or other social media functions on our website, or other third party social media platforms
- When you enter a competition, promotion or survey
- When you report a problem with our website
What sort of information does this include?
- Your name, address, email address and phone number
- Your financial and payment card information
- Personal description, work history and photograph
Our lawful basis for processing this information is identified and recorded in our Information Asset Register.
*Calls are not recorded at all with us.
Information we collect from you
We may collect information about how you’re interacting with The Highland Dancer on each of your visits to our website. This helps us to improve your experience.
What sort of information may be collected?
- Technical information, including:
o The Internet Protocol (IP) address used to connect your computer to the Internet
o Your login information, browser type and version
o Time-zone setting
o Browser plug-in types and versions
o Operating system and platform
- Information about your visit, including:
o The full Uniform Resource Locators (URL) clickstream to, through and from our website (including date and time)
o Products you viewed or searched for
o Page response times, download errors, length of visits to certain pages, page interaction information (such as scrolling, clicks, and mouse-overs), and methods used to browse away from the page
o Any phone number used to call our customer service number
Our lawful basis for processing this information is identified and recorded in our Information Asset Register.
Information we receive about you from other sources
We may receive information about you from other users of our website and from third parties such as our partners in our Subscriber Benefits Scheme.
We also work closely with other third parties, including, for example:
- Advertising networks
- Analytics providers
- Search information providers
- Digital catalogue display tools
We may therefore receive information about you from them.
Our lawful basis for processing this information is identified and recorded in our Information Asset Register.
How will we use your information?
We use information held about you in the following ways:
Information you give to us
We’ll use this information to:
- Carry out our obligations arising from any contracts entered into between you and us and to provide you with the information, products and services that you request from us
- Notify you about changes to our service or other service-related information
- Facilitate your access to and use of any of our Subscriber Benefits (whether provided by us or a third party)
*Where we permit selected third parties to use your data, we (or they) will contact you by electronic means only if you have consented to this by selecting the appropriate option when giving us your information.
Information we collect about you
We will use this information to:
- Administer our website and for internal operations, data analysis, testing, research, statistical survey purposes and troubleshooting
- Improve our website to ensure that content is presented in the most effective manner for you and your devices
- Ensure that content from our website is presented in the most effective manner for you and your devices
- Allow you to participate in interactive features of our service when you choose to do so
- Help keep our website safe and secure
- Measure or understand the effectiveness of marketing communications we serve to you and others, and to deliver you relevant and better marketing communications
- Make suggestions and recommendations to you and other users of our website about goods or services that may interest you or them
Information we receive from other sources
We may combine this information with information you give to us and information we collect about you.
We may use this information and the combined information for the purposes set out above (depending on the types of information we receive).
Who do we share your information with?
We do not share your data with anyone.
When will we sell or lease your data?
We will never sell or lease your data to any third party for financial gain.
Where will we store your personal data?
Most of the information you provide to us will be stored on our secure servers, any Payment Card Information (PCI) is stored with a secure third party and any PCI information given over the telephone will be obfuscated in the phone call recordings.
What about password security?
Where we have given you (or where you have chosen) a password which enables you to access certain parts of our website, you are responsible for keeping this password confidential. We ask you not to share a password with anyone.
Is information secure over the Internet?
Unfortunately, the transmission of information via the internet is not completely secure. Although we will do our best to protect your personal data, we cannot guarantee the security of your data transmitted to our website. Any transmission is therefore at your own risk. Once we have received your information, we will use strict procedures and security features to try to prevent unauthorised access.
What about data going outside the European Economic Area?
If the data that we collect from you is transferred to, and stored at, a destination outside the European Economic Area (EEA), then we will take all steps reasonably possible to confirm with any third party involved that they are processing the data to the same standards so as to be compliant with the GDPR.
How long will we keep your personal data?
All Personal Data is stored in accordance with our Retention Policy. This means we’ll only keep it for as long as is necessary for the purpose for which it was collected.
When the Personal Data reaches the end of its retention period, it will be removed/deleted from our systems.
Some Personal Data will be stored beyond its initial retention period if it’s needed for any legal proceedings.
What rights do you have?
The right to be informed
You have the right to be informed about what Personal Information we process and how we do so. This Privacy Notice is one way in which we convey this information. (https://www.pencarrie.com/public/privacypolicy)
2. The right of access
You have the right to know what and have access to your Personal Information that we hold and process, you can get this access by submitting a Subject Access Request to us.
A Subject Access Request (SAR) would need to be raised in writing (by post or email), please see the 'Contact' section for where to send your SAR to.
In some circumstances we are not obliged to fulfil a request, for example if it is excessive. We would however write to you first to confirm this.
In some circumstances we can make a charge for fulfilling the request, for example if we have to incur particularly high administration costs. We would however write to you first to confirm this.
In some circumstances we can reject a request, we would however write to you first to explain why, and you would have the right to complain to the Regulatory Authority about that decision if you felt it was unjust.
3. The right to rectification
You have the right to have inaccuracies in your Personal Information rectified, please get in touch with us to request this if you are not able to do it from your account page.
4. The right to erasure (deletion)
You have the right to have your Personal Information erased, if we are holding it after the end of its retention period and there is no legal requirement for retaining it.
Please get in touch with us in writing to make your request.
We can refuse to erase the PI if it is needed for the exercise or defence of legal claims.
5. The right to restrict processing
You have the right to restrict the processing of your Personal Information if:
- You contest the accuracy of the personal data and want to restrict the processing until accuracy of the personal data has been verified
- You object to the processing (where it was necessary for the purpose of legitimate interests), and thus consideration needs to be given to whether the organisation’s legitimate grounds override yours
- The processing is unlawful and you oppose erasure and request restriction instead.
- If the personal data is no longer needed but you require the data to establish, exercise or defend a legal claim. If this data has been disclosed to a third party, then they will be informed [if possible and reasonable] of the restriction. Upon lifting the restriction, you (the Data Subject) will be informed.
The right to data portability
You have a Right to Portability, but for your Personal Information held by The Highland Dancer, this is not applicable, as there is no processing carried out by automated means.
7. The right to object
You have the right to object to:
- Processing based on legitimate interests
- Direct marketing on grounds relating to your particular situation
If you object, then we will stop processing the Personal Information for that purpose, unless:
- Compelling legitimate grounds for the processing, which override your interests, rights and freedoms can be demonstrated; or
- The processing is for the establishment, exercise or defence of legal claims
The Highland Dancer does not process Personal Information for research purposes.
You can object by using the preferences in the Customer Account pages, or by writing to us using the contact information in the 'Contact' section.
8. Rights in relation to automated decision making and profiling
The Highland Dancer does not perform any soley-automatic decision making or profiling
How do you change or withdraw your consent?
We keep a record of what you’ve opted into or unsubscribed from. If you’ve unsubscribed, please allow up to 28 days for the request to be implemented.
As a customer, you can change your Consent preferences in your Account page.
You can also submit a request to withdraw consent, in writing using the information in the 'Contact' Section of this Privacy Notice.
The location of personal data
All personal data is stored on our servers or those of the third parties we’ve shared it with. We have this documented and have taken the necessary steps to ensure your information is stored in compliance with the GDPR.
How do we keep your data secure when making changes?
We have a Data Privacy Impact Assessment (DPIA) process. This documents any risks to data privacy as well as any mitigating actions that may be appropriate, before any changes to processes or tools that could affect your personal data, are made.
How do we register personal data breaches?
We have a breach reporting process that we will follow in the event of a personal data breach being identified. This would document the key information and show whether we need to report it to the ICO, and/or you as a data subject.
If you are unhappy with the way your data is being handled, please get in touch with us ( see the 'Contact' section ) and we will be happy to rectify any issues.
You also have the right to make a complaint to the Supervisory Authority if you feel we have not handled your Personal Information in accordance with the regulations. You can find their contact information on their website: https://ico.org.uk/ (opens in a new window; please note we can't be responsible for the content of external websites).
Links to external websites
Our website may, from time to time, contain links to and from the websites of our partner networks, advertisers and affiliates.
If you follow a link to any of these websites, please note that they have their own privacy policies and that we do not accept any responsibility or liability for these policies. Please check these policies before you submit any personal data to these websites.
Changes to our privacy notice
Any changes we may make to our privacy notice in the future will be posted on this page and, where appropriate, notified to you by email. Please check back frequently to see any updates or changes to our privacy notice.
We hope this Privacy Notice document has been helpful in setting out the way we handle your personal data and your rights to control it, if you have any questions, comments or requests regarding this then please contact us. We’d be happy to help.
- Email us at: email@example.com
- Or write to us at: The Highand Dancer 63B Castle Street Port Bannatyne Isle of Bute PA20 0LZ.
This notice was last updated: May 24th 2018
WICKEDLY GOOD CUSTOMER SERVICE
WICKEDLY GOOD CUSTOMER SERVICE
Here at HD HQ, we pride ourselves on our wicked customer service. We do everything to provide you with a fast, reliable hassle free delivery which is always signed for so we know the parcel gets directly to you.
We promise to always be there to pick up your messages and get back to you as soon as we are online. (We are online most of everyday all week – if we are not we must have popped out for food and will be back real soon).
We want to know about any problems you are having with your order or items and don't ever want unhappy customers. So always come and chat to us to let us know anything we need to know and anything you are not happy with.
We will fix or replace faulty items but you must send them back to us first so we can see the problems with the garments – luckily we get very few problems with anything so if you have a problem, we are sorry, let us know and let us get it sorted for you.
Happy on the Environment
We DO TRY to be as environmentally friendly as we can and we are always working to make our processes better.
We have decided to use little to no packaging so when you get your gifts, so you won’t have lots of packaging that you just throw in the bin!! …
We may have even use recycled old packaging!
And if we do not need to use clear bags on the items we won’t be using them!….
We are also moving over to using biodegradable packaging
It’s about using as little as possible to help our beautiful mother earth smile and not groan under the weight of all the plastic.
We use biodegradable materials for our cookie cutters and cake toppers.
We will continue to help save the planet along with our suppliers.
PLEASE reuse the packaging that you can or recycle wherever you can.
If you have any ideas on what more we can do let us know.