Shipping & Returns

How quickly will my order be dispatched?

Items in stock are normally dispatched within 5 working days except when ordered with other unstocked items. See the note on Multiple Orders below.

Items supplied to order but not currently in stock show a normal-to-maximum dispatch range (e.g. 2-4 weeks). We normally expect to be able to ship in roughly the shorter period (often less) though we ask you to allow up to the maximum period in case of delays. See 'Rush Orders' below.

Items made-to-measure also show a normal-to-maximum dispatch range. But in this case the maximum date is advisory only and is not guaranteed.

Where do you deliver to, and what does it cost?

Usually we can deliver worldwide within a few days of dispatch to almost any destination. To see your delivery costs before deciding, just add the item/s you want to your Basket, then proceed to the Checkout and choose your Delivery Country to see the costs (without commitment).

We use a variety of delivery companies, depending on destination, value, package weight, dimensions, and urgency.

Will my package have Tracking?

You can track the progress of your order with us in our member’s section. However, once your order is dispatched its status will remain such. Further order tracking may only be available on some services.

I want several items - can you split multiple orders?

To order multiple items, just add one to your Basket (choosing options, until a page says 'added to basket') then continue to shop for more products until you've added everything you want.

If you order several items at once, we will normally dispatch your package only when the entire order is ready. If you wish us to part-ship some items earlier please either place separate orders on the site or else authorise us to charge you for the extra delivery costs in the "Special Instructions" box on the Checkout page.

How will I know if my order is delayed?

Occasionally we are unable to dispatch an order by the expected date. If we find that we cannot meet the maximum time indicated, we will contact you as soon as we know of this with a new expected schedule.

I have a vital deadline - can you meet it?

Our advertised dispatch schedules are as realistic as we can make them, and we often deliver even more quickly than we suggest. But we do depend in turn on third party suppliers firms, so estimated dispatch dates are not guaranteed unless explicitly agreed in writing.

We will always do our very best to meet your deadline. But we cannot cancel or refund made-to order items, nor accept return charges on other items, unless we fail to meet a deadline that has both been notified to us and which we have promised in writing to meet. We can never accept responsibility for any indirect costs, such as replacement garment hire.

Returns

From the date of delivery, you have 7 days to evaluate your purchase. Provided it has not been damaged, used or worn and no labels or packaging have been removed, you may return it at your own risk, in its original packaging for a full refund, or exchange at your discretion.

This applies to all goods EXCEPT those made-to-order (e.g. most tartan products and including cut fabrics) which will be refunded or exchanged only if defective or not conforming to details explicitly advertised on our site. This does not affect your legal rights.

Please note that we will refund our original shipping charges or the costs of your return (e.g. postage or re-import duties) only if the goods are in some way faulty. For other returns you will be responsible for all return costs, including any re-importation duties or other taxes. You will also be subject to a 10% handling charge on all goods returned for refund.

We can only refund to the same credit card used for purchase; if this has expired, refunds will be by bank transfer or cheque in Great British Pounds only.

Important: if you do wish to return an item, please contact us to make arrangements before sending it. You must notify us in writing of your intention to return goods at the following address; Returns Department, Turnbullshop, 4 Oliver Place, Hawick TD9 9BG, United Kingdom.