Customer Services

Delivery

 How much does UK delivery cost and how long does it take?

We offer a free Economy Delivery service for all UK orders. Economy Delivery is delivered within 5-7 working days. Standard Delivery is usually delivered within 2-3 working days and is available for £4.99.
A Next Working Day Delivery service is available for £9.99. We also offer Express Two Day Delivery for the Channel Islands.  The service is available for £14.99.
Delivery performance during busy times such as Christmas may be slightly lower; although we en-deavour to keep deliveries on time by upgrading delivery methods free of charge where needed. If you have any special requirements for delivery, such as a specific date the item(s) are required by, please let us know and we should be able to meet them.

What happens if I'm out when you deliver?
Deliveries will usually be made Monday to Friday between 9am and 6pm. If you or the intended recipient is not available, each time an attempt is made, our courier will leave a card at the delivery address confirming that they have tried to deliver. Follow the instructions on this card to rearrange delivery or to collect your products.

What is Standard Delivery?
Standard UK delivery is within 2-3 working days (Monday to Friday 9am-6pm, excluding public holidays).  Unfortunately, we are unable to specify a delivery date for our standard delivery service.

What is Economy Delivery?
Economy Delivery is our free delivery service for all UK orders. It is normally delivered within 5-7 working days. Please note that we reserve the right to remove the availability of the service at any time.

Can I get Next Working Day Delivery?
Next working day delivery is available online for most of our products. This is charged at £9.99 and needs to be ordered by 4 pm the previous day (Saturday and Sunday being the exception).

Do you deliver to my part of the UK?
We deliver to most postal areas in the UK including Northern Ireland and the Channel Islands, but unfortunately geographical location and carrier availability can sometimes restrict the delivery services we are able to offer.

What does order status mean?
We will send you e mail confirmation on the status of your order.

•    Order pending means your order hasn't been processed yet.
•    Order processing means your order could be at any point between the store receiving it and despatching your goods.
•    Complete means your order has left our store. You'll receive an email confirming despatch including tracking number.
•    Closed means the product has been returned to us and refunded.
•    Cancelled means that your order has been cancelled at your request or by us.

My delivery has arrived damaged - what are my options?
We're sorry your items were damaged. Please contact us with your order confirmation number ready and we'll be happy to discuss your options.

My delivery has arrived but there was an item missing?
Products may be sent out from multiple locations and therefore may arrive separately, but you won't incur additional delivery charges as a result. To report a missing item, please contact us.

Do you have any delivery postcode exceptions?
We deliver to most postal areas in the UK including Northern Ireland, but we're sorry that geographical location and carrier availability can restrict our service. Delivery of certain products to Northern Ireland, the Channel Islands, Isles of Scilly and the Isle of Man may not always be possible.

Are there any places where delivery might take longer?
There are a small number of postcodes, usually in remote rural areas, where we cannot guarantee delivery within our usual timescale if you have requested Next Working Day Delivery.  Please contact us if you have any queries.

Can I send an order to more than one delivery address?
Unfortunately we are unable to offer this service.

How can I give you extra delivery details?
If you wish to amend your delivery details then that should be no problem so long as the order has not already been despatched.  

Do you deliver on bank holidays?
We are sorry, we do not deliver on bank holidays.

Click and Collect

Who can use the service?

The service is available for registered users and guests.

Can I collect my order the next day?

You can collect your order after you’ve received a ready to collect confirmation email, any orders placed after 4pm will be processed the next working day excluding weekends and bank holidays.

Is there a charge for collection?

You will not be charged a collection fee, Collection is free

What If I’m unable to collect?

If you are unable to collect your order, please contact us on 0844 800 7377 to arrange an alternative date for collection. If you have already purchased an item, alternatively we can arrange to ship the item to an address of your choice.

Can I cancel my order?

To cancel your order please contact us 0844 800 7377 or email weborders@thehighlandsstore.com. Please allow 5 working days for this refund to show in your account.

Click and Collect refund terms

Please refer to our online refund policy.

How long are orders kept for collection?

Click and Collect orders will be kept for 14 days from your collection date. After 14 days your order will be cancelled and you will be automatically refunded. Please allow 5 working days for this refund to show in your account.

Reserve and Collect orders will be kept until the end of the next working day.

What shall I bring on collection?

Bring a copy of the confirmation or ready to collect email, the card used to purchase or photographic I.D (Passport or Driving license). If you don’t have a printer, you can show us the email on your mobile.

Can someone else collect for me?

If you would like someone else to collect the order on your behalf, they must bring a copy of the confirmation or ready to collect email, photographic I.D (Passport or driving license).

My Account

Update your details
How can I change my name, email address or password?
To amend your details, please sign in to your Account where you will be able to update your personal information.
If you have forgotten your password and need to reset it simply enter the email address you registered with us and we'll send you an email containing instructions on how to reset your password.  Do ensure you check your spam/junk folder as occasionally our email may have been directed there.

How do I log in to my account?
Please click on Login on our home page and enter your e-mail address and password.

How do I check my purchase history?
To view information on your past orders, please log into your Account  and check 'My Dashboard'.  This will be broken down into `recent orders' and previous orders you have had with us.

How do I create an account?
Please click on `Register`. You will need to enter your email address and a password consisting of 6-33 letters and/or numbers.
If your email address is already registered and you need to reset your password simply enter your email address in our forgotten password form and we'll send you an email containing instructions on how to reset your password. Do ensure you check your spam/junk folder as occasionally our email may have been directed there.

What should I do if I forget my password?
Don't worry if you have forgotten your password, click on `Forgot Your Password?` and simply enter the email address you registered with us in our forgotten password form and we'll send you an email containing instructions on how to reset your password.  Do ensure you check your spam/junk folder as occasionally our email may have been directed there.

How do I log out?
When you are in your account, to log out, simply click on 'Log Out' next to your name in the top right hand corner of your screen.

Your Security

How secure is my transaction?

We realise how important it is to securely store any information that you provide. Thehighlandsstore.com maintains the highest levels of security. Our site uses high-level SSL encryption technology, the most advanced security software currently available for online transactions. You can therefore rest assured that we take the privacy and security of your payment and personal details very seriously.

Can I verify your site security?

We use GlobalSign to secure our website.  Please view our Global sign certificate for more information. 

Orders
Change or cancel your order:

Can I cancel an order online?
In some circumstances we may be able to cancel your order, so please call or email us. However, if you've received email confirmation that your order has already been despatched or delivered, then you’ll need to follow our returns procedure in the event of any unwanted products.

Can I change my order?
We’re sorry that in most circumstances it’s not possible to make changes to your order once you’ve placed it. Please contact us to see if this is possible.
If you'd like to add items, please place a new order.
For unwanted items, please follow our returns procedure once you've received your order.

Can I add to or delete a product from my order?
We’re sorry that in most circumstances it’s not possible to make changes to your order once you’ve placed it. If you’d like to add products to your order, please place a new order for these items. Please contact us if you would like more advice.

How will I know if you have successfully received my order?
Once the order has been processed a confirmation email will be sent to you. This is usually within 24 hours. If the order is placed over the weekend it will be dealt first thing Monday morning. Please note that the email may go into your junk/spam email folder if you have not shopped with us online before.
Alternatively, you can check the status of your order in our system by signing in to your account and then checking your orders under My Dashboard.

Can I change my delivery service to Standard delivery, Next Working Day UK Delivery?
We’re sorry that in most circumstances it’s not possible to make changes online to your order once you’ve placed it. However we may be able to help you if you contact us.

Can I change my delivery address?
When placing your order, you can add a different delivery address if you wish.
If you've already placed your order and need to change details of the delivery address, remove items from the order or cancel it completely, please call us for advice or email us.  Please be ready to quote your order number and order date. This can only be completed before your order has been despatched.

My order's been cancelled due to non- availability, but the products are still showing as available online?
Sometimes products in high demand will sell out faster than the system updates. Please be assured that we take no payment in these instances.

Can I update my account details including name, address, email and phone number?
Yes you can. If you would like to update any account details, please log into your account through thehighlandsstore.com. Click on Account in the top right hand corner. You can then update your personal information.

My order been cancelled. What should I do?
We're sorry your order has been cancelled. In the event that you receive an email informing you of a cancelled order, please contact us.

How do I remove items in my basket?
To remove items from your basket, simply move your cursor over the remove item sign.

PLACING AN ORDER

How do I place an order?
It's quick and easy to place your order online.  Simply find the product(s) you would like to buy and click on the 'Add To Bag' icon.  Once your basket holds everything you would like to order, simply click on 'Proceed to Checkout' to enter your delivery and payment details.
If you are having technical difficulties placing your order, please contact us.

Can I find out when a product that is out of stock comes back in?
Unfortunately, we're not able to be specific on our website as to when each individual stock line will be back in.

Why do you list products that are out of stock?
We understand it's frustrating to see that the item you want to buy is out of stock - so why do we continue to show these products when they're not currently available for you to buy?

It's because we believe you'll want to know that we normally stock that item, in case you want to buy it at a later date once more stock's been delivered, or if you want to try one of our shops. It means you'll still have the product details to hand. In some instances, we`re able to offer you the option of receiving an email once the item comes back into stock.
If this option is available, it will show on the individual product page. We're sorry that we cannot be more specific as to when each individual stock line will be back in.

There are other sizes online, when will mine be available?
Unfortunately, we're not able to be specific on our website as to when each individual stock line will be back in.

I'm entering a product code in the search box online, but nothing is showing up?
It may be that the product you're searching for has been discontinued or had a product code change. It may just be out of stock for a while but still be available in our shop.

Prices and Payment

Which payment options do you accept?
We offer various ways for you to pay for your order, including: Visa; MasterCard; Delta; Maestro; Solo; American Express.  Please note that we don't offer buy now, pay later or hire purchase schemes, or any kind of discount to specific customer groups such as students.

How do I pay for my order?
Simply click on "Proceed to Checkout" after you have chosen your product/s, and you'll be guided through the payment process. We offer various ways for you to pay for your order.

Do you accept PayPal?
No we don`t.  We are sorry we do not accept PayPal for online orders.

I've used the wrong credit card for my order - can I change the payment method?
Once your order has been placed, we're unable to change your payment method. You would need to cancel your order, and then place it again using your preferred payment method.

When will I be charged for my order?
For most products sent directly from our store, you'll be charged when your order is despatched.
I've been charged a different price to the one advertised on the website.
If you want to query a transaction please contact us.

Why has my payment been refused?
Please contact your card issuer for details on why your card was refused.
I have a query regarding my transaction.
If you want to query a transaction please contact us.

What is Verified by Visa?
Verified by Visa is the latest fraud prevention initiative launched by the card schemes as a more secure method for authenticating the cardholder at the time of the transaction.  This gives an extra layer of protection when you shop online.

What is the card validation/security code?
The validation/security code is the last 3 digits of the number printed on the signature strip on the back of your card.

How do I get a VAT receipt?
To obtain a VAT receipt online, sign into your Account, click into `My Dashboard`, select the relevant order and then click on the VAT receipt link.

Returns and Refunds

Should you wish to return a product due to change of mind please ensure we receive the item within 14 days upon delivery. We will refund the cost of the product in full within 4-5 days.  Please ensure that the products are in and un-used, re-saleable condition with all supplied guarantees, product swing tags and pins. Please ensure that recorded deliver is used for returns as we cannot accept responsibility for parcels that go missing.   If the item is faulty we will refund the cost of the product including delivery charge.
Returns can be made through these options:

1. Returns via Royal Mail or courier

•    Fill out your reason(s) for return on the return form
•    Enclose the return form with the product, and package up securely
•    We strongly advise you to send the item with recorded delivery and proof of postage

How do I return items I've bought online?
Ensure you obtain proof of postage from your post office and retain it until we have received your item and actioned the refund.

How long will it take to get a refund?
We will refund the cost of the product in full within 4-5 days. Please ensure you obtain proof of postage from your post office and retain it until we have received your item and actioned the refund.

Can I return sale items?
All sale items are exchangeable only within 30 days of despatch.

 

Online Customer Services:

Please phone the number below if you have any questions:

Tel: 0844 800 7377

Any time between  9 am and 6 pm on weekdays.

 

Email:

 Order related enquiries: weborders@thehighlandsstore.com

General and order related queries, feedback:  webcustomer@thehighlandsstore.com

We will aim to respond promptly to all calls, faxes and e-mails received outside of these working hours on the following working day.