HOW QUICKLY CAN YOU ANSWER MY QUESTION?
We answer messages and emails in the order they are received and we try to respond as promptly as possible. We mostly reply within 24 hours of receiving a message or email.
CAN I CHANGE MY SHIPPING ADDRESS AFTER MY ORDER HAS BEEN PLACED?
Once an order is placed, our production team can begin processing your order within 24 hours, so it is not always possible to process address change requests. If you notice an error, please email us as soon as possible with your name and order number so we can try to make a correction before your order is dispatched. There is no guarantee we can make it once production has started, but we will do everything we can.
HOW LONG IS THE PROCESSING PERIOD?
All items are made to order. Processing times are between 2-5 business days after the day you placed your order. Most packages are prepared within 2-3 business days, but during busy periods processing times may go up to 5 business days.
GENERAL SHIPPING INFORMATION:
After placing your order, your package should be dispatched within 2-5 business days, and you will receive an email with tracking information soon after. Estimated delivery times after dispatch: UK & Ireland 5-10 business days, Europe 7-14 business days, International 10-20 business days.
WILL MY ORDER COME IN ONE PACKAGE?
Depending on the size of your order you may receive separate packages that may possibly arrive 1-2 business days apart.
I RECEIVED A DAMAGED ITEM, WHAT DO I DO?
We apologise that your shipment did not arrive in perfect condition. Please contact us with your name, order number, and a photo of the damage for further assistance. We will resolve the issue promptly.
HOW CAN I TRACK MY ORDER?
Use the Track Your Order link in the main menu and input your tracking number to see where your package is. If you need further assistance, please contact us at ulsterscotsassociation@gmail.com.
WHAT DO I DO IF SOMETHING IS MISSING IN MY ORDER OR IS DAMAGED?
If any of your purchased items are missing or are damaged please contact us immediately to resolve the issue. We have a Money Back Guarantee which lasts 30 days from delivery of your order, so make sure to contact us within that timeframe. To get in touch please use the Contact Us tab or email us at ulsterscotsassociation@gmail.com.
WHAT IS YOUR 20% DONATION PLEDGE?
20% of all profits from every purchase are donated directly to Ulster Scots community organisations that support heritage, culture, and community programmes across Northern Ireland and Scotland. When you buy from us, you are contributing to something meaningful - keeping Ulster Scots culture alive for the next generation.
WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept all major credit and debit cards, as well as PayPal and other payment methods shown at checkout. All transactions are secured with SSL encryption.
