Are there customs charges?
If your delivery address is out with the United Kingdom, you may be subject to import duties and taxes which are levied once a shipment reaches your country. Any charges such as this for customs clearance must be borne by the customer.
Please note we cannot refund any customs charges in the case of returns; however, you may be able to claim this back through your local customs office.
Why can't I add an item to my shopping basket?
If you are unable to add an item to your shopping basket, it is either out of stock or there are insufficient quantities available.
Certain products are restricted for delivery dependent on the delivery destination. This will be noted in the product description and at the checkout stage.
How do I know if the order has been placed?
You will know your order has been placed when you reach a page that says, "Thank you" and "Your order is confirmed". Your order number will be noted on the top left hand side above "Thank You". You will also receive an order confirmation email and text message if you opted in to receive this.
For more information please consult the How to Order page.
Are there restrictions on alcohol sales?
Alcohol products are only available to be purchased by those over 18 years old.
Alcohol is only available for delivery within the UK and can only be delivered to a person over 18 years old. ID will be requested from the delivery provider at the time of delivery and delivery will be refused if ID is not available. A passport or driving licence are the only acceptable forms of ID for Royal Mail deliveries.
What are the delivery costs?
|
Destination |
Delivery Time (approx) |
Cost |
|
UK countries |
48 hrs tracked |
£4.99 |
|
Europe |
3-5 working days |
£20 |
|
USA |
6-7 working days |
£28 |
|
Rest of the World |
6-7 working days |
£30 |
Please note additional delivery costs may apply to certain products.
Please ensure a contact phone number is entered in your delivery address details otherwise we will not be able to dispatch your order.
There may be longer delivery times during peak periods and when promotions are running or if there are service issues in your area which can be checked here:
Service Updates from Royal Mail today
We aim to dispatch orders received before 2:00pm on a working day (Mon-Fri) on the same day. However, some orders may take up to two working days to dispatch. Orders placed over weekends, public holidays and bank holidays will be dispatched the next working day.
Some products may have a longer delivery time, this will be detailed in the item description.
Why hasn't my order arrived?
If your order has not arrived within the specified timeframe, please try checking the following:
- Click the tracking link on your dispatch confirmation email to see the status of your order.
- If you were out at the time of delivery, you'll receive a ‘Something for you’ Royal Mail card. Please see I've missed my delivery - what do I need to do? (royalmail.com)
How do I track my order?
You can track your order using the tracking number and the link on your dispatch confirmation email, or by visiting the Royal Mail Website.
Can I cancel my order?
Please see our Returns page for full details, referring to the International Returns section for any international orders.
An item is missing from my order. What should I do?
Please note some items are shipped separately and may take longer to arrive, this information will be advised at time of purchase and on your order dispatch confirmation email and/or text message.
Check the dispatch note enclosed in your parcel to see a list of the items that should be in your parcel. If something is listed but not in your parcel, please contact us at shop@hes.scot
How do I return my order?
Please see our Returns page for full details, referring to the International Returns section for any international orders.
Have you received my returned items?
Once we have received your return, we will send you an email to confirm the receipt of your return. Please allow up to 14 days from this date for your refund to be processed.
Which forms of payment do you accept?
We accept the following methods of payment: American Express, Maestro, Visa and Mastercard.
All payments are processed safely and securely through Stripe.
When entering your card details please ensure:
• You have entered the correct card type (e.g. Mastercard, Visa)
• You have entered your card number correctly (this is the 16 digit number on the front of your card)
• You have used the correct cardholder’s name
• You have entered the expiry date correctly
Why has my card been declined?
Only your bank or card issuer can tell you why your card has been declined. If you receive notification that your credit or debit card has been declined please contact your bank or card issuer to find out why.
I am a Historic Scotland member; can I get my retail discount online?
If you are a member of Historic Scotland, you can receive a 20% discount through our online shop using the member’s discount code.
Please consult the latest edition of your member’s magazine, or log into your account on the member’s website to get the current discount code.
You can apply your discount code when you are in the checkout. Please enter the code and hit "Apply" and you will see the discount applied to your order.
Note: Your discount code must be applied at the time of purchase. We are unable to apply a member's discount once an order has been placed.
Please check the terms and conditions of your code; if it does not work on your order, it may be because an item in your shopping bag is excluded from the member’s discount or that the code has expired.
Discount cannot be applied to alcohol products and additional products may be excluded. Please contact us for any queries at shop@hes.scot
Can you deliver to an address other than my billing address?
Your delivery address does not have to match your billing address. You can enter the shipping address and then will be asked for the billing address at the payment stage.
Please note that once an order has been dispatched no changes can be made.
Can I return items I bought at a Historic Scotland property to the website?
We cannot process returns for items bought from shops at Historic Scotland properties shops. Please return these items to our property shop.
Can I return an item I have purchased online to a Historic Scotland property?
Our on-site shops cannot process returns for items bought online. Please see our Returns page for information on how to return items purchased online.
Do you offer exchanges?
Should you wish to exchange an item, fill in the returns form in your parcel indicating what item you need to exchange.
Please note that we can only exchange an item for the same style in a different size or colour, which is the same price as your original item and dependent on availability.
Due to hygiene reasons we are unable to refund or exchange earrings unless it can be shown there is a manufacturing fault.
I'm having technical problems using your website, what should I do?
Please contact us for assistance at shop@hes.scot
How does Pay It Forward Initiative work?
You have the option to purchase a book at half the normal price which we will donate to a charity on your behalf. Books will be donated to both CHAS - Children's Hospices Across Scotland and Edinburgh based charity Dr Bell's Family Centre, subject to change should they be able to accept donations.
Books included in the offer: Little Explorers: Scottish Castles, Little Explorers: Skara Brae, Edinburgh Castle for Kids, Awesome Scottish Castles Sticker and Activity Book or a Bundle consisting of the above 4 titles.
Membership discount is not applicable to any Pay it Forward book orders.
How do I make a complaint?
Please contact us at shop@hes.scot with any online issues or problems and we will endeavour to investigate and solve these to your satisfaction.
For further information on how to make a complaint and our complaints procedure, please see: https://www.historicenvironment.scot/complaints/
For the EU Online Dispute Resolution Platform please see: http://ec.europa.eu/odr