Thinking of returning an item?
We’re sorry if our products haven’t met your expectations. We are always keen to help resolve any issue you have. From the care of products to sizing guides, we’ll do what we can to fix any problems you may have.
If you have any issues, please do not hesitate to contact us and we’ll work hard to put things right.
Below you’ll find all the details for returns (boring we know) however we’d encourage you to read them before getting in touch to make sure you are clear on our policy. This policy is guided by UK law and so it is important you pay attention to timescales, delivery charges and return costs refund rights and which items are eligible.
If you have any questions, our team will be happy to help clarify the policy below.
- Before returning an item, you must email us first.
- You can return most new, undamaged items sold and supplied by heritageofedinburgh.com within 30 days of delivery for a full refund in form of store credit (shipping costs are not refundable, if your order has been under the "Free Shipping" offer, we will deduct shipping cost from refund amount..
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For hygienic reasons, certain items cannot be returned. These include, but are not limited to, face masks, underwear, earrings, personal care goods, perishable goods, custom products, Playable Bagpipes, footwear, hats, and headwear, pet accessories, food items (fudge, shortbread etc), Skirts, capes, Hats.
- If you are returning an item, you need to give us your full name, address, order number, and reason for return, and state that this is a return package.
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Returned items need to be sent to - after email confirmation:
Returns Department
Heritage of Edinburgh
Edinburgh EH11HN
United Kingdom
- Refunds will be made within 7-10 days of receipt of items to the payment method initially used for the purchase - if we will accept your return and provide you an alternative - Exchange for different products, or a voucher with credit to reorder in our store!
- Refunds (in the form of store credit / Voucher) will be paid for the cost of good(s), and delivery costs will not be refunded
delivery charges are not refundable.
- Refunds of return shipping:
- You are obliged to pay the return shipping costs
- Items purchased online in any of our online stores must be returned to the returns address as stated in point 4 above. If you send a return to a different company location, we will be not able to process your refund that quickly or guarantee it. Unfortunately, we are unable to receive or handle any returns in our retail stores directly.
- Items marked as made to order are not returnable.
- When sending products back to us for refund or exchange please make sure there are no surcharges to the recipient. In our experience, broker service charges apply to the recipients when shipping via FedEx or Royal Mail. Our company does not cover them, which may result in a failed delivery and return of a parcel.
- We do accept exchanges if applicable, we might charge you additional shipping costs
- All transactions take place in the UK and thus our returns policy is based on UK consumer protection laws and not those of other jurisdictions.
UK Returns:
If you are returning a product due to it being faulty we will provide a return label for faulty or damaged goods. If you use another method to return goods, we cannot refund those costs.
International Returns:
In line with point 1, please get in touch with us first before attempting to return products. We will discuss the best options for returning goods with you, and where applicable.
