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
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
63B Castle Street
Isle of Bute
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.