Frequently Asked Questions (FAQs)
Can I order by phone?
Yes. We would love to hear from you in person and you can be assured that the person you will speak to is patient, knowledgeable and fully prepared to answer any questions you might have. Call us on
(+44)0845 004 0324
Can I customise an item?
In some cases we are able to help you realise a piece which has been customised especially for you or your team/staff. Please get in touch with our VIP Customer Service for more information.
How accurate are the colours in your photography?
On every computer screen browser colours may translate differently. With the nature of tweed, colours respond differently in different light and so, if you are at all unsure we recommend that you make use of our Free Swatch Service. Use the VIP Customer Service contact form or our CHAT function to tell us which tweeds you would like to see, and we will send samples to you.
The item I want is out of stock. How will I know when it is available again?
Simply contact our VIP Customer Service and we will do all that we can to make sure you get your favourite style when it is available.
I’ve ordered something and made a mistake/changed my mind, can you help me?
We pride ourselves in our swift order dispatch. So if you feel you have made an error on your order, please don’t delay in reaching out to our VIP Customer Service.
The items are in my basket but on the website it is saying they are sold out, why?
Unfortunately as you were placing your order, the item has been purchased by another customer. This is a rare occurrence but sometimes happens during the height of our sales. Please get in touch by telephone 0845 004 0324 or email our VIP Customer Service. We have stock insights that may be able to help.
Can I order cloth by the meter?
In very many cases, this is possible. The minimum purchase is just one meter. Simply email our VIP Customer Service for updated availability.
How can I track the status of my order?
Because we regard your purchase as precious, all of your purchases are tracked every step of the way. To monitor the progress of your parcel from us to your front door, simply click the tracking code sent to you in your confirmation (Royal Mail, DHL). If you have any other questions, our VIP Customer Service are always on hand to help!
Can you gift-wrap my order?
Yes of course! Our VIP Customer Service are more than happy to help with requests to make your purchase even more special. We can hand write a card or a simple note on your behalf, wrap your purchase and send it directly to the recipient. Just get in touch with us at the time of placing your order.
How do I see prices?
In some situations, it is simply a case of updating your browser. If this does not work, our VIP Customer Service are knowledgeable and can help solve the problem as quickly as possible.
How can I write a review on a product?
We love hearing about your experiences with Great Scot. We greatly appreciate it when you take a few moments to write a review. Every word of feedback is carefully considered and your thoughts and feelings play a large part in every decision we make. We send a follow-up email shortly after your purchase, but you can also write to us directly here, VIP Customer Service.
What size am I?
We realise that sizing is tricky when purchasing online, so we work hard to make this part of your purchase the simplest! If you have questions about the fit of a particular style, please do call, email, use the VIP Customer Service contact form or use the CHAT button. Our VIP Customer Service department are extremely knowledgeable about our fit and are experienced in fitting thousands of customers successfully. There are also size charts available here with conversions for our European and American customers.
Are your clothes ‘true to size’?
The ‘true to size’ notion of sizing is a rather inconsistent one nowadays. Because our clothes are highly structured, tailored pieces, we prefer to ask you to consider your bust and cup size as a starting point before deciding on your size selection. Our VIP Customer Service department are extremely knowledgeable about our fit and are experienced in fitting thousands of customers successfully. If you have any doubts or queries regarding size, please review our size chart, available here .
If my item doesn’t fit can I exchange/return it?
Yes of course! We have a simple ‘no quibble’ exchange and return policy. So if, for any reason, you are not 100% satisfied with your purchase, you can exchange it for something else or get a full refund. Simply fill in the returns form that comes with your purchase and return any unused items to us within 60 days of purchase. Please ensure all tags are attached.
What sizes do you stock? Do you do plus and petite sizes?
Currently we stock sizes UK 8 to 20. We are constantly monitoring demand for more sizes so if we do not stock you size, do get in touch via our VIP Customer Service! The more we hear your size being requested, the more likely we will include it in our range going forward.
Can I upgrade my shipping?
We are really proud of our free shipping service - your shipment is rapid and tracked from start to finish. However, should you wish to upgrade your shipping further, we offer a selection of delivery options to suit you. For more information click here.
What are standard delivery times?
We offer a selection of delivery options to suit you. Although there are a range of Delivery Options, we make every effort to ensure that you have your purchase as soon as possible. Please click here for guidance.
Will my parcel be charged customs and import duties?
We recommend that you make yourself aware of such regional duties before ordering. To help minimise the cost, we do offer free shipping anywhere in the world on all orders over £150! And with our superb courier service, your parcel will be with you as soon as possible. If you have any questions or queries about anything regarding customs and import charges, get in touch with our VIP Customer Service! We recommend that you find out about custom charges in your country before ordering. Delays suffered due to customs clearance issues are completely outwith our control. Unless stated otherwise, the import duties due on orders made are your responsibility.
How can I track the status of my order?
Because we regard your purchase as precious, all of your purchases are tracked every step of the way! To monitor the progress of your parcel from us to your front door, simply click the tracking code sent to you in your confirmation (Royal Mail, DHL). If you still have questions, our VIP Customer Service are always on hand to help!
Can I shop in other currencies rather than GBP?
You can select to display different currencies on our website: On the top right of the page, simply click where it says GBP and you will see a range of options to shop in USD, EUR, AUD and NZD. Select your preferred currency from the list of options. Although the currency displayed reflects your selection, you will checkout in GBP. However, our website uses a live currency conversion so you can be sure you are always getting the most up-to-date exchange rates.
Can I use a discount code on a sale item?
Our customers already know that we run the best sales featuring fantastic discounts! Therefore additional discount codes cannot be applied to already reduced items. Codes are only applicable to full-price items.
Can I pay using Paypal and Applepay?
Yes. We also accept all major credit and debit cards.
How do I use my Gift Voucher or Discount Code to pay for an order?
Proceed through the purchase of your order. When you arrive at the “Check-Out” page, notice a box on the right hand side of the screen. Here you can input a Gift Voucher or Discount code. Click ‘Apply’ and (if valid) it will automatically be deducted from your order amount. Do not forget, discount codes only apply to full-price items.
When placing an order, I received an error message stating there has been an authorisation failure, what went wrong?
The first step is to check that your billing information is correct for the card used. If the error still occurs, contact our VIP Customer Service who are well equipped to advise and solve the problem quickly and easily.
Can I pay by instalments?
Our Layaway Easy Payment Plan is a super way to manage your purchases. Here’s how it works:
- Select the item you wish to purchase
- Follow the Checkout procedure as usual
- When asked to select your payment type you’ll notice a LAYBUY option – select this.
- You will be asked to review your order.
- When you press Complete you will be taken to PayPal
- Here you may choose from two options:
- the payment deposit you wish to pay (as little as 10% deposit - up to 50% deposit)
- the duration (up to 6 months).
7. We will automatically ship your item when your last payment is made.
There are no credit checks, forms to fill out or interest charges – just a very small one-time fee (approx. 0.9% of the total purchase for example a £295 jacket on Layaway will only cost £2.65 extra!)
It is not necessary to have a PayPal account – you can use your debit/credit card also to begin a Easy Payment Plan.
Paypal will tell you that a payment plan (with the details of payment due dates) has been set up.
It’s so easy!
For more detailed Terms and Conditions, please see https://greatscotscotland.com/pages/returns-and-refunds
Can I exchange a product for one of a different price?
Yes of course. Speak to our VIP Customer Service department who will make the exchange a simple one.
Do I have to pay postage to return my items?
If you are exchanging your item, we are delighted to cover the cost of shipping your new item to you.
How long will my refund take?
Once your return is received, we will send you an email to notify you that we have received your returned item and that it is unworn and still has the hang tags intact. Your refund will then be processed and a credit will automatically be applied to your credit card or original method of payment within 5-10 days. If you receive a refund, the cost of shipping in most cases will be deducted from your refund. For more detailed information click here
I would like to return a gift that was sent to me. How do I do that?
Simply return any unused items to us, with the tags attached, within 60 days.
If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item was not marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he/she will find out about your return.
Our VIP Showroom
How can I make a showroom appointment?
Simple, email our VIP Customer Service or call the Showroom directly on:
Sometimes our showroom is closed to the public during press or corporate events, so please do call ahead of time to avoid disappointment.
Where is Great Scot based?
We are based in the beautiful Scottish Highlands.
You can find us at: 149 High Street, Elgin, Moray, IV30 1DS
Can I buy online and pick up in person?
Catalogues and News of Sales and Promotions
Do you have a catalogue?
Yes we do. To request a catalogue, either sign up to our VIP club (where you will also receive details of all current offers and promotions) or email our VIP Customer Service.
How do I find out what offers and promotions are running?
By signing up to our V.I.P club. We do not share your information and we would only ever email you if we have a fantastic VIP promotion that we think you would love to hear about.
How do I unsubscribe from your mailing list?
We are sorry to see you go but we make this action simple for you. To unsubscribe, simply click the link at the bottom of one of our emails that says ‘unsubscribe from this list’. You will be missed!
My email address has changed. How do I update this information to my current account?
Sponsorship and Fundraising
Do you offer Sponsorship or Fundraising support?
If you wish to be considered for Sponsorship or to seek our support for your Fundraiser, please write to us enclosing as much information as possible to the following address:
Skye McCoy, Great Scot (Scotland) Ltd, 149 High Street, Elgin, Moray, IV30 1DS
We read every application carefully. However, due to the high volume of applications we receive, we will only respond to you if you have been successful. Good luck!
Can I model for you?
The majority of models that we use come from reputable agencies throughout the UK. We do not accept portfolios at this office but we are happy to accept an application by email. Once in a while we do run fun competitions throughout our Facebook page to model a particular item, so do keep an eye on our social media feed!
Wholesale and Trade
Can I reserve items?
Yes! We often sell out of new products soon after their first launch. Simple contact our VIP Customer Service who will happily reserve your item to ensure that you are not disappointed.
What are your customer service helpline opening hours?
We are available 7 days a week from 8AM - 6PM GMT and we ensure to respond to your queries as quickly as possible!
Do you offer Live Chat support?
Yes we do - simply use the chat pop-up on the bottom right of your screen. We are always happy to assist you in any way we can, no matter how small the question may be.