F.A.Q. Curaidh

DO YOU HAVE FURTHER QUESTIONS REGARDING THIS SPECIAL WEAVE?
We don't want you to have to wait on a direct response from our busy Customer Service Team so, if we haven't answered your Curaidh delivery question HERE, we feel sure any other question you may have can be answered efficiently below:
WHY IS THIS TARTAN A PRE-ORDER?
We often sell very special items or charity tartans on Pre-Order so that we can accurately monitor how many items of a style to weave and make. This is a slow fashion approach. These styles and tartans are not available in any other company anywhere else in the world. This means that we are able to dramatically eradicate waste, control quality and maximise the proceeds for charity by producing only what is ordered. When we have enough of a consistent demand we move the item or the tartan to small batch limited edition stock.
WHY IS THIS TAKING "SO LONG"?
I PLACED MY ORDER AND NEVER HEARD ANYTHING FURTHER ABOUT WHEN TO EXPECT IT SO I'M CONFUSED & ANGRY!?
At every stage of our Pre-Order process from collection level to product description to purchase, checkout and order confirmation we take the time to make clear that this is a Pre-Order item. We have no wish to delude you! While we appreciate that our website is swift and dynamic and it takes just a few clicks to complete your transaction, we do implore you to take a moment read the description of the item you choose carefully. All the information is and always has been before you and at your fingertips.
WHY HAS MY DISPATCH DATE CHANGED TO A LATER DATE?
On the rare occasion that a weave comes up a little short (often it comes up a little generous too and we ship much earlier than planned) we may have just a few orders which are put to the top of our next dispatch date. If this happens to you please don't despair, we have already earmarked you for upgraded shipping and you can expect to receive a beautiful free gift of thanks for your patience and understanding. It is rare but it can happen.
WHY CAN'T YOU COMBINE MY ORDER THIS TIME?
As our little company continues to grow, we are increasingly mindful of our carbon footprint. When your first order is processed, it may well already have been sent to dispatch or already dispatched by the time you have placed a second order. To reverse your first order may very well involve additional transport, repackaging and waste.
I NEED MY ITEM SOONER WHY ISN'T THIS POSSIBLE ON THIS OCCASION BECAUSE YOU DID THIS FOR ME IN THE PAST?
In so very many cases we have proven just how above and beyond we like to go to meet our clients needs! If we have been unable on this occasion to arrange for you to have your item before the stated dispatch time frame, you can be sure that we have certainly tried. Yet, sometimes because of limiting factors way outwith our control such as technical impossibilities, carrier challenges or well, all sorts of issues in the supply chain - especially at the moment, we will always regret not being able to help you further on any occasion.
WHY CANT I RETROACTIVLY APPLY MY DISCOUNT/PROMO CODE?
Our discount codes are issued on a real time basis. Often they are further combined with free shipping and free gift wrap and or extra surprise goodies for you. They codes are generated from our marketing department directly and are based on a wide variety of time-sensitive factors. These codes have a clear starting and end date which encompass these unique conditions. In the same way that one would not expect to return to the forecourt and receive a discount based on the change in for example, gas prices from week to week, please respect our generous discounts only during the periods when we can offer them to you. Please be sure that our customer service team do not have the technical access to override or reactivate these codes. We issue lots of codes to our VIP Club so please do sign up there for free and you really can expect to save lots during the year.
WHY HAVE YOU CANCELLED MY ORDER WHEN I DID NOT REQUEST THAT YOU DO SO?
It is a very rare and deeply sad occasion when we have reached the decision to cancel your order and afterwards inform you that we have taken the decision to do so. This means that we will not reinstate further orders for you and you will be removed from all of our forums, groups, VIP offers and you will be blocked from placing orders in the future. The two main reasons for this are:
Customer Service Abuse: We simply do not tolerate this, ever.
Please understand that we are staffed by good, honest people just like you. We range in age from 18 to 80 and there exists amongst us a wide range of impressive skills and in some cases disabilities which we overcome with positivity and grace every day. We love to hear from you; we race to the phone and we reply to your emails for at least 12 hours a day - every day.
We care deeply about our terrific customers and we work incredibly hard to give you a really enjoyable, personalised shopping experience. The product that you will receive is totally unique, and beautifully made with love by a dedicated community here in our wee part of rural Scotland. More than this, although of course we don't have to, we love to extend the giving and goodwill to worthwhile charities.
But Great Scot is not Amazon, we are not bots, we are not robots. We too are touched by war, or by breast cancer for example. We too have days where we are tired, not just at our very best or perhaps we are still learning. We are not immune to making a mistake or learning the hard way. If we have not met your expectations, simply tell us how can help you better and you can be assured that we will.
Buyers Remorse: If your communication directly with us (or perhaps your public review) made expressly clear that you are extremely unhappy to just realise that in fact you had pre-ordered and so now you wish you had not then we will refund you immediately and cancel your order. To do so assures you that we are an honest and reputable company.
While we realise that perhaps we could attempt to convince you that we are not a 'scam' and the fact is that you decided not to read the description of the item you chose, we have found on these rare occasions that best practice is to refund in full rather than debate the issue. Of course nobody likes to hear, however gently, that they are responsible because they didn't read the button labelled PRE-ORDER. So, we simply refund you in full.
We just will not tolerate keyboard abuse; disrespect of any kind. It a simple no go for this company. We know that many companies think it's just part of Customer Service nowadays and they'll withstand any level of insults just to save a sale, but we think it's abhorrent and shameful to engage in behaviour such as screaming, swearing, sarcasm or bullying. There are no exceptions for us and no excuses.
Isn't this so terribly sad that we have to add this disclaimer.
So, if you recharacterise our decision to end the transaction in a scathing public review, we reserve the right to publish the full contents of the communications/call which lead to the cancellation of your order.
WHY DON'T YOU OFFER FREE RETURNS?
Oh we wish we could! We are a small rural company based in the Scottish Highlands. Shipping companies penalise us for this location so every shipment to and from us is charged at a premium. Further we also subside our packing and shipping and find ways to add free gifts and thoughtful personal touches. At the moment to offer free returns would push up the prices of our items across the range for everyone. We don't think it's fair to raise prices for everyone when we have such a very low rate of returns. We hope you agree and you'll let us make this up to you in all the other ways we can think to.
I NEVER RECIEVED AN ORDER CONFIRMATION!
Please check your junk mail. Everyone receives an order confirmation after a successful checkout. So, if you have an five digit order number, you will have an order confirmation. On the rare occasion one doesn't have an order confirmation, invariably it is because the email you typed into your order has been miss-spelled and we couldn't know or change this because this put area is your part of the purchase contract. So, before getting frustrated with our Customer Service Team please take a wee moment to check the email that you entered and if you've made an error please let us know in time for your tracking information email.
I NEVER GET UPDATES!
Again, please check your junk mail and the email address you've given us. Also, did you agree to hear from us by ticking the permission box on the checkout page? If you didn't tick this box then not only will you be missing out on our VIP offers but we cannot (by law) email you unless you have contacted our customer service directly with a question.
More than this, if you have read the information on the item you ordered, you would be equipped with the general shipping timeframe of your order. It's really for this reason that we don't break the privacy laws to nuisance our customers unnecessarily, since the majority of you understand already when to expect your gorgeous item.
I NEVER RECEIVED MY FREE GOODIE BAG!
We are so sorry that you did not receive a free goodie bag with your order. These goodie bags are purely complimentary, discretionary and subject to availability. As you know, we are exceptionally generous here at Great Scot and if you take a second glance at your order, you'll likely have enjoyed free shipping or a generous discount code - or perhaps both!
WE LOVE YOU. THANK YOU SO MUCH FOR SUPPORTING THIS GIVING PROJECT
If your question hasn't been answered above or on CURAIDH DELIVERIES Please see the LIVE HELP box on the bottom right of this screen.