Overview
Our refund and returns policy lasts 14 days after you received the item. If 14 days have passed since you receive the item, we can’t offer you a full refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned: made-to-measure items, gift cards and downloadable products.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to us, before contacting us by email.
There are certain situations where only partial refunds are granted:
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 14 days after delivery.
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 a certain amount of 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 contact@auldalliancekiltmakers.com.
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
Exchanges
We only replace items if they are defective or damaged due to a misconception. If you need to exchange it for the same item, send us an email at contact@auldalliancekiltmakers.com and then send your item to the address that we will specify in our answer. Do not ship us your defective item, before contacting us.
Shipping returns
To return your product, please contact us prior to sending us back the product. We will send you detailed instructions about how to proceed.
You will be responsible for paying for your own shipping costs for returning your item. 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 returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
How to proceed?
Please follow the following steps, if you would like to proceed with a return or an exchange:
1- Contact us by email at contact@auldalliancekiltmakers.com in the next 14 days after your received your item. Please precise your name, order reference and the reason why you would like a refund or an exchange. Please also provide proof of defection with pictures attached to your email.
2- We will answer you in the next 3 days (weekdays only) with instructions about how to proceed to send us back the item. Shipping fees is your responsability.
3- As soon as we received the parcel containing the item you would like to have a refund for or you want to exchange, we will notify you by email and proceed with the refund to the same way of payment used when your placed your order or exchange.
The expected processed timescale, once we receive the item back is usually 5 working days.
Need help?
Contact us for questions related to refunds and returns.