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Frequently Asked Questions

Free Delivery offer May Bank Holiday

The free delivery offer is valid on orders £20 and over placed from Saturday 29th April up to and including Monday 1st May. The delivery cost will automatically be removed from the total at checkout stage.

Membership discount can be used in conjunction with this offer, however the order value must be the minimum £20 after any discount is applied.

Why can't I add an item to my shopping basket?

If you are unable to add an item to your shopping basket, it is either out of stock or there is insufficient quantity available.

Certain products are restricted for delivery dependant on the delivery destination. This will be noted in the product description and at the checkout stage.

How do I know if the order has been placed?

You'll know your order has been placed when you reach a page that says "Order Complete" which displays the following message: "Thank you. Your order has been successfully processed". You will also receive an order confirmation email.

For more information please consult our Ordering Help page.

Where do you deliver?

We deliver to the below countries:

Destination Delivery Time  Cost 
Scotland, England & Wales Next working day £5
Northern Ireland 2 days £13
Ireland 2-3 days £13
France 2-3 days £14
Germany 2-3 days £14
Spain 2-3 days £15
Netherlands 2-3 days £13
Italy 2-3 days £15
USA - East Coast Next working day £28
USA - Other 2-3 days £28
Canada 2-3 days £22
Australia 5-7 days £26


For more information please consult our Delivery Information page.

Please ensure a contact phone number is entered in your delivery address details otherwise we will not be able to dispatch your order.

Christmas delivery 2016

To receive your orders in time for Christmas, we recommend ordering by the below dates:

Destination Last order date 
Australia 12th December
All other countries 19th December


Our warehouse will be closed from Saturday 24th December until Tuesday 3rd January, therefore any orders placed between these dates will be shipped from Wednesday 4th January.  Please allow for the possibility of a longer delivery time due to this closure.

Why hasn't my order arrived?

If your order has not arrived within the specified timeframe, try the following:
• Click the tracking link on your dispatch confirmation email to see your order’s status.
• If you were out at the time of delivery, you'll receive a UPS Info Notice to rearrange delivery. For more information please visit the UPS website.

How do I track my order?

You can track your order using the tracking number and the link on your dispatch confirmation email, or by visiting the UPS website.

Can I cancel my order?

Please see our Returns Policy for full details, referring to the International Returns section for any international orders.

An item is missing from my order. What should I do?

Check the dispatch note enclosed in your parcel to see a list of the items that should be in your parcel. If something is listed but not in your parcel, please contact us.

Why has my order been cancelled?

During busy periods demand may outweigh the amount of stock we have and we may not be able to fulfill your order. If this is the case, we will let you know as soon as possible.

How do I return my order?

Please see our Returns Policy for full details, referring to the International Returns section for any international orders.

Have you received my returned items?

Once we have received your return we will send you an email to confirm the receipt of your return. Please allow up to 14 days from this date for your refund to be processed.

Which forms of payment do you accept?

We accept the following methods of payment: Visa, Mastercard and JCB.

When entering your card details please ensure:
• You have entered the correct card type (e.g. Mastercard, Visa)
• You have entered your card number correctly (this is the 16 digit number on the front of your card)
• You have used the correct cardholder’s name
• You have entered the expiry date correctly
If you experience problems with entering your payment details please contact us.

What is a security code?

The security code (CVV2 number) on your credit/debit card is required for all transactions. The last three digits on the back of your card where the signature strip is make up your CVV2 number. If you cannot read your CVV2 number, please contact your card issuer.

Why has my card been declined?

Only your bank or card issuer can tell you why your card has been declined. If you receive notification that your credit or debit card has been declined, you must contact your bank or card issuer to find out why.

I am a Historic Scotland member, can I get my retail discount online?

If you are a member of Historic Scotland, you can receive a 20% discount through our online shop using the member’s discount code. Please consult the latest edition of your member’s magazine, or log into your account on the member’s website to get the current discount code.

You can apply your discount code in the shopping basket before you check out.

Note: Your discount code must be applied at the time of purchase. We are unable to apply a member's discount once an order has been placed.

Please check the terms and conditions of your code; if it does not work on your order, it may be because an item in your shopping bag is excluded from the member’s discount or that the code has expired.

Only one discount code can be used per order. Discount codes cannot be combined or used in conjunction with any other offer/discount.

Can you deliver to an address other than my billing address?

Your delivery address does not have to match your billing address. After you have provided your billing address you will be given the option to specify a different delivery address.

Please note that once an order has been dispatched no changes can be made.

Can I return items I bought at a Historic Scotland property to the website?

Unfortunately we cannot process returns for items bought from shops at Historic Scotland properties shops. Please return these items to our property shops.

Can I return an item I have purchased online to a Historic Scotland property?

Unfortunately our on-site shops cannot process returns for items bought online. Please see our Returns Policy for information on how to return items purchased online.

Do you offer exchanges?

Should you wish to exchange an item, fill in the returns form in your parcel indicating what item you need to exchange.
Please note that we can only exchange an item for the same style in a different size or colour, that is the same price as your original item, dependent on availability.

Due to hygene reasons we are unable to refund or exchange earrings unless it can be shown there is a manufacturing fault.

Can I return an item received as a gift?

Unfortunately we can only refund online purchases to the original payment method. We currently do not offer gift vouchers for returned items received as gifts.

I'm having technical problems using your website, what should I do?

Please contact us for assistance.

Is there a carrier bag charge for online orders?

Online orders are exempt from the carrier bag charge as our items are not packaged or delivered in single use carrier bags.

For purchases made at our properties, Historic Environment Scotland is required by law to charge a minimum of 5p for every single use carrier bag used by a customer.

We support the Carrier Bag Charge and all funds from our 5p carrier bags go towards the Historic Scotland Foundation, a charitable fund setup to support the work of Historic Environment Scotland. For more information see: