Frequently Asked Questions

Find answers to the most common questions about our products, services, ordering, and delivery. If you need further assistance, our customer service team is always happy to help.

Products & Ordering

What types of products do you offer?

We specialise in premium Scottish-inspired gifts and home décor. Our collection includes tartan textiles such as scarves, blankets, throws, and cushions, as well as fine tableware, glassware, decorative wall art, stationery, books, and curated gift hampers. Each product is carefully selected for its quality, authenticity, and connection to Scotland's rich heritage.

Whether you are searching for a thoughtful gift or looking to enhance your home with elegant Scottish touches, we offer a diverse range of items that celebrate craftsmanship and timeless design.

Are your tartan patterns authentic clan designs?

Yes, we source our tartan textiles from reputable weavers who produce both authentic registered clan patterns and contemporary interpretations. Each tartan product description specifies the pattern name and its heritage, allowing you to select designs with personal or historical significance.

We take pride in offering traditional clan tartans that honour Scotland's weaving legacy, alongside modern designs that bring fresh interpretations to this timeless art. If you have specific questions about a particular tartan or require assistance in selecting the right pattern, please contact our customer service team.

Can I personalise items or add a gift message?

Absolutely. We offer complimentary gift wrapping on request, and you may include a personalised message with your order at checkout. Simply add your message in the designated field during the ordering process, and we will ensure it is included with your gift.

For certain products, we also offer embroidery or engraving services for an additional fee. These options are clearly indicated on individual product pages. If you have specific customisation requirements or would like to discuss bespoke orders, please reach out to our team directly.

How do I place an order?

Ordering from Tartan Kipper is straightforward. Browse our collections and select the items you wish to purchase. Add them to your basket, and when you are ready to complete your order, proceed to checkout. You will be prompted to enter your delivery address, contact information, and payment details.

We accept major credit and debit cards, as well as secure payment methods. Once your order is confirmed, you will receive an email with your order summary and tracking information once your items have been dispatched.

Do you offer gift hampers or curated sets?

Yes, we offer a selection of thoughtfully curated gift hampers featuring the finest Scottish treats, textiles, and keepsakes. These hampers are ideal for birthdays, anniversaries, holidays, or any special occasion where you wish to share the beauty of Scotland with someone you care about.

Each hamper is beautifully presented and can be customised with a personal message. If you are interested in creating a bespoke hamper or have specific requirements, please contact our team and we will be delighted to assist you.

Delivery & Shipping

Do you ship internationally or only within the UK?

Currently, we offer shipping exclusively within the United Kingdom, including Scotland, England, Wales, and Northern Ireland. We ensure all orders are carefully packaged and dispatched with reliable courier services for safe and timely delivery.

If you are located outside the UK and would like to enquire about a special order or international shipping, please contact us directly. We will do our best to accommodate your request.

How long does delivery take?

Standard UK delivery typically takes 3 to 5 working days from the date of dispatch. We also offer express delivery options at checkout for faster service, which can deliver your order within 1 to 2 working days depending on your location.

All orders are dispatched from our facility in Scotland. You will receive tracking information via email once your order has been sent, allowing you to monitor its progress. During peak seasons such as Christmas or special promotional periods, delivery times may be slightly extended, and we will keep you informed of any changes.

What are the delivery charges?

Delivery charges vary depending on the size and weight of your order, as well as the delivery speed you select. Standard UK delivery is charged at a flat rate, which is calculated at checkout based on your basket contents.

We occasionally offer free delivery promotions on orders above a certain value. These offers will be clearly displayed on our website and applied automatically at checkout when applicable. For express or next-day delivery options, additional charges apply, and these will be shown before you confirm your order.

Can I track my order?

Yes, once your order has been dispatched, you will receive an email confirmation containing a tracking number and a link to track your parcel. You can use this information to monitor the progress of your delivery and see the estimated arrival date.

If you have any concerns about your delivery or have not received tracking information within 2 working days of placing your order, please contact our customer service team and we will investigate promptly.

What should I do if my order is delayed or lost?

Whilst we work with reliable courier partners to ensure safe and timely delivery, delays can occasionally occur due to unforeseen circumstances. If your order has not arrived within the expected timeframe, please first check the tracking information provided in your dispatch email.

If the tracking information indicates an issue or if your parcel is marked as lost, please contact our customer service team immediately. We will liaise with the courier on your behalf and arrange for a replacement or refund as appropriate. Your satisfaction is our priority, and we will resolve any delivery issues as quickly as possible.

Returns & Exchanges

What is your returns policy?

We want you to be completely satisfied with your purchase. If for any reason you are not happy with an item, you may return it within 30 days of receipt for a full refund or exchange, provided it is unused, in its original condition, and with all packaging and tags intact.

Personalised or custom-made items are excluded from returns unless they are faulty or damaged upon arrival. If you wish to return an item, please contact our customer service team to initiate the returns process. We will provide you with a returns authorisation and instructions on how to send the item back to us.

How do I exchange an item?

If you would like to exchange an item for a different size, colour, or product, please contact our customer service team within 30 days of receiving your order. We will arrange for the return of the original item and process the exchange as quickly as possible.

If the replacement item is of equal or lower value, there will be no additional charge. If it is of higher value, you will be asked to pay the difference. Exchanges are subject to product availability, and we will notify you if your preferred replacement is not in stock.

Who pays for return shipping?

If you are returning an item due to a fault, damage, or an error on our part, we will cover the cost of return shipping. We will provide you with a prepaid returns label or arrange for collection at no cost to you.

If you are returning an item for any other reason such as a change of mind or because you ordered the wrong size or colour, you will be responsible for the cost of return postage. We recommend using a tracked service to ensure your return reaches us safely.

What if my item arrives damaged or faulty?

We take great care in packaging all orders to ensure they arrive in perfect condition. However, if your item arrives damaged or faulty, please contact us immediately with photographs of the damage and your order details. We will arrange for a replacement or refund as quickly as possible.

In most cases, we will send a replacement item via express delivery at no additional cost. If a replacement is not available, we will issue a full refund including any delivery charges you paid. Your satisfaction is our priority, and we will resolve any issues promptly.

How long does it take to receive a refund?

Once we receive your returned item and confirm it is in acceptable condition, we will process your refund within 5 to 7 working days. The refund will be issued to the original payment method you used when placing your order.

Depending on your bank or card provider, it may take an additional 3 to 5 working days for the refund to appear in your account. If you have not received your refund within this timeframe, please contact us and we will investigate.

Account & Payments

Do I need to create an account to place an order?

No, you do not need to create an account to place an order. We offer a guest checkout option that allows you to complete your purchase quickly and easily without registering.

However, we do recommend creating an account if you plan to shop with us regularly. Having an account allows you to track your orders, save your delivery addresses, access your order history, and receive exclusive offers and early access to new collections.

What payment methods do you accept?

We accept all major credit and debit cards including Visa, MasterCard, American Express, and Maestro. We also support secure payment methods such as PayPal and other digital wallets for your convenience.

All payment transactions are processed through secure, encrypted connections to protect your financial information. We do not store your card details on our servers. Your security and privacy are of utmost importance to us.

Is my payment information secure?

Yes, we use industry-standard SSL encryption to protect your payment information during transmission. All transactions are processed through secure payment gateways that comply with PCI DSS standards, ensuring the highest level of security for your financial data.

We never store your full card details on our website. Once your payment is processed, only a tokenised reference is retained for order tracking purposes. You can shop with confidence knowing that your information is safe with us.

Can I save my payment details for future orders?

If you create an account with us, you have the option to securely save your payment details for faster checkout on future orders. This feature uses tokenisation technology provided by our payment processor, ensuring your card information remains encrypted and secure.

You can manage or delete your saved payment methods at any time through your account settings. If you prefer not to save your details, you can simply enter them manually at checkout each time you place an order.

Corporate & Bulk Orders

Do you offer corporate or bulk order discounts?

Yes, we welcome corporate orders and can provide competitive pricing for bulk purchases. Whether you are organising a corporate event, seeking employee gifts, stocking retail inventory, or planning a large celebration, our team is happy to discuss your requirements.

Please contact us with details of your order including the quantity, product types, and any customisation needs. We will prepare a tailored quotation and work with you to ensure timely delivery and excellent service.

Can you provide branded or customised products for corporate gifts?

Yes, we offer customisation services for corporate clients including embroidery, engraving, and branded packaging. This is ideal for companies wishing to present unique, high-quality gifts to employees, clients, or event attendees.

Customisation options vary depending on the product and order quantity. Please reach out to our corporate services team with your specific requirements, and we will provide recommendations and pricing tailored to your needs.

What is the minimum order quantity for bulk purchases?

Minimum order quantities vary depending on the product and level of customisation required. For standard products without customisation, we generally accept bulk orders of 20 units or more to qualify for discounted pricing.

For bespoke or customised items, minimum quantities may be higher due to production requirements. Contact our team with details of your intended order, and we will confirm the minimum quantity and provide a detailed quotation.

General Questions

Where are you located?

Tartan Kipper is based in Scotland at Tillywhally House, Milnathort, Kinross, KY13 0RN. Our facility houses our warehouse, dispatch operations, and customer service team.

Whilst we do not currently operate a physical retail store open to the public, we welcome enquiries and are happy to assist you by phone or email. If you would like to arrange a visit or discuss a large order in person, please contact us in advance to schedule an appointment.

How can I contact customer service?

Our customer service team is available to assist you Monday to Friday, 9:00 AM to 5:00 PM GMT. You can reach us by phone at +44 1577 863 200 or by email at [email protected].

We aim to respond to all email enquiries within 24 hours during business days. If you prefer, you can also use the contact form on our website, and we will get back to you promptly. Your questions and feedback are always welcome.

Do you have a newsletter or email updates?

Yes, we send regular email updates featuring new arrivals, exclusive offers, seasonal collections, and Scottish heritage stories. When you create an account or opt in during checkout, you will automatically be added to our mailing list.

You can unsubscribe at any time by clicking the unsubscribe link at the bottom of any email we send. We respect your privacy and will never share your email address with third parties for marketing purposes.

Are your products ethically sourced?

Yes, we are committed to working with suppliers and artisans who uphold high ethical standards. We prioritise partnerships with manufacturers who treat their workers fairly, use sustainable materials where possible, and preserve traditional craftsmanship techniques.

Many of our products are handcrafted in Scotland or sourced from UK-based suppliers, supporting local economies and reducing our environmental footprint. We continually review our supply chain to ensure our products meet the quality and ethical standards our customers expect.

Can I visit your warehouse or showroom?

At present, we operate primarily as an online business and do not have a public showroom. However, we understand that some customers may wish to view products in person before making a purchase, especially for larger or corporate orders.

If you would like to arrange a visit to our facility in Kinross, please contact us in advance. We will do our best to accommodate your request and arrange a convenient time for you to view our products and discuss your needs with our team.

Still Have Questions?

If you did not find the answer you were looking for, our customer service team is here to help. Get in touch and we will be happy to assist you.