Refund policy

Return and Refund Policy

Thank you for shopping with Hidden Scotland! We want you to be completely satisfied with your purchase. If for any reason you are not, here is our return and refund policy.

1. General Return Policy

  • 30-Day Return Window: You have 30 days after receiving your item to request a return.

  • Eligibility:

    • The item must be in its original condition, unworn or unused, with tags, and in its original packaging.
    • Proof of purchase (receipt or order confirmation) is required.

2. How to Return an Item

  1. Initiate Your Return:

    • Contact us at hello@hiddenscotland.co to request a return.
    • Please include your order number, a description of the item(s) you wish to return, and the reason for the return.

  2. Receive Return Authorization:

    • After reviewing your request, we will email you a return authorization confirmation.
    • If your return is accepted, we will provide you with a return shipping label and detailed instructions on how to proceed.

  3. Prepare Your Return Package:

    • Ensure the item is securely packed in its original packaging.
    • Include any original documentation and the proof of purchase.

  4. Ship Your Return:

    • Attach the provided return shipping label to the package.

    • Send the package to the following address:

      Hidden Scotland Shop
      Milton of Crathes
      Banchory
      AB31 5QH

    • Items sent back to us without first requesting a return will not be accepted.

  5. In-Store Returns:

    • You can also return any item in person at our physical shop at the above address.
    • Feel free to drop by during our business hours to process your return.

  6. Processing Time for Returns:

    • Once we receive your returned item, please allow 5-7 business days for us to process your return and inspect the item for eligibility.

3. Damages and Issues

  • Inspection Required: Please inspect your order upon receipt. Contact us immediately if the item is defective, damaged, or incorrect, so we can resolve the issue promptly.

4. Exceptions / Non-Returnable Items

  • Non-Returnable Items Include:

    • Perishable goods (food, flowers, plants)
    • Custom or personalized items
    • Personal care goods (beauty products)
    • Hazardous materials, flammable liquids, or gases
    • Sale items and gift cards are non-refundable

  • Clarifications: Contact us with any questions about specific item eligibility.

5. Exchanges

  • Fastest Process: Return the item and make a separate purchase for the new item once the return is accepted.

6. European Union 14-Day Cooling Off Period

  • EU Specifics:
    • Orders shipped to the EU can be canceled or returned within 14 days for any reason.
    • Items must be unworn, unused, with tags, and in original packaging.
    • Proof of purchase is required.

7. Refunds

  • Approval Notification: Youā€™ll be notified once weā€™ve received and inspected your return. Approved refunds will be processed to your original payment method within 10 business days.

  • Refund Processing Time:

    • After refund approval, please allow up to 10 business days for the refund to be processed and appear on your original payment method. Note that it may take additional time for banks or credit card companies to process and post refunds to your account.

  • Follow-Up: If more than 15 business days have passed since your refund approval and you haven't received it, please contact us at hello@hiddenscotland.co.

Frequently Asked Questions (FAQ)

  1. What if my item is damaged or incorrect?
    Contact us immediately at hello@hiddenscotland.co, and weā€™ll assist you with the next steps.

  2. Can I return sale items?
    Sale items are non-refundable and cannot be returned.

  3. How long do refunds take?
    Refunds are processed within 10 business days after approval, though bank processing times may vary.

  4. Who pays for return shipping?
    If the item is damaged or incorrect, we cover return shipping. Otherwise, customers may be responsible for shipping costs.

  5. Can I return items in person?
    Yes, you can return items directly to our physical shop at:

    Hidden Scotland Shop
    Milton of Crathes
    Banchory
    AB31 5QH

    Feel free to visit us during business hours to process your return.