Welcome

Customer Service

  • SHIPPING & DELIVERY

    Shipping and Delivery is the charge for Internet order processing, item selection, packaging, transport and handling. Delivery times are not guaranteed, but are our best approximation and will vary with specific requests. Shipments and deliveries only occur on weekdays. Shipping and Delivery is subject to change and will be determined at the time of order.

    Estimated delivery time assumes orders are placed before 12:00 noon (GMT). Orders placed late on Friday or on Saturday will not be processed until Monday.

    We are using Royal Mail First Class and Second Class for our deliveries.

    Customers from the UK and Northern Ireland can also choose delivery by courier. Please note that deliveries to NI can take several days longer. Some items can only be shipped by courier to keep the prices low. This is usually indicated in the product description. However, if you wish for your items to be sent with Royal Mail or parcelforce and are prepared to pay the higher costs, we will do that as well. In this case, please get in touch regarding the prices.

    If you have special requirements for your delivery like e.g. delivery within 24 hrs it might require higher delivery costs which are not listed on our website. Please phone us free (from a land line) under 0800 228 9294 and we will be happy to discuss possible options with you.

    Please note: deliveries to the USA can take up to 3 weeks. This is not our fault! Please be patient.
    If your delivery has not arrived after 4 weeks please get in touch with us and we will do our best to solve the problem. Under normal circumstances you should receive your items with 14 days after you have placed and paid for your order with PayPal or by card.

    Deliveries to other countries than the UK might face additional charges for tax and fees in the receiving country. You and you alone are responsible to pay these charges that might occur. If in doubt, ask at your local tax office before you order.

    Postage UK  Royal Mail 1st classRoyal Mail 2ndCourier
    Total weight incl. packaging*
    0.050 kg - 0.999 kg                       Small Parcel £3.45 £2.95 £9.50
    1.000 kg - 1.999 kg                       Small Parcel £5.50 £2.95 £9.50 
    2.000 kg - 4.999 kg                  Medium Parcel £15.85 £13.75 £9.50
    5.000 kg - 9.999 kg n/a n/a £12.00 
    10.000 kg - 19.999 kg n/a n/a £15.00 
  • RETURNS & REPLACEMENTS

    We do understand that sometimes you may wish to return a product to us.
    Your rights to return purchased goods are protected under the Consumer Contracts Regulations 2013.
    If you live in the European Union you have a right by law to withdraw from the purchase of any item within a “cooling-off” period of 14 working days starting on the day after the day the item is delivered to you. This right applies to all items advertised for sale on our  Website except for:

    •     Perishable goods like food and drinks
    •     Gift Vouchers
    •     Personalised Items
    •     Sealed items where the seal has been broken

    To complete your return, we require a receipt or proof of purchase. 
    Please do not send your purchase back to the manufacturer.
    Any item that is returned more than 30 days after delivery will not be eligible for a refund.

    Refunds

    Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
    If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7 days.

    Late or missing refunds

    If you haven’t received a refund yet, first check your bank account again.
    Then contact your credit card company, it may take some time before your refund is officially posted.
    Next contact your bank. There is often some processing time before a refund is posted.
    If you’ve done all of this and you still have not received your refund yet, please contact us at onlineshop@hebrideanteastore.scot

    Sale items

    Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

    Exchanges

    We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at shop@hebrideanteastore.scot and send your item to: 22 Cromwell Street, Stornoway, Eilean Siar , HS1 2DD, UK.

    Gifts

    If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
    If the item was not marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

    Shipping

    To return your product, you should mail your product to: 22 Cromwell Street, Stornoway, Eilean Siar , HS1 2DD, UK.
    You will be responsible for paying for your own shipping costs for returning your item. We reserve the right to refuse shippings where the postage has not been paid for by you. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
    Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
    If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.


    Please allow 10 to 14 days for the processing of your return.