Returns & Exchanges FAQ
Q: What is your return policy for custom items?
A: Custom-made items are not eligible for return or exchange unless defective. Please double-check your measurements and choices before ordering.
Q: What happens if I order the wrong size?
A: For stock items, we offer exchanges. For custom items, contact us right away — we may be able to alter the item or find a solution.
Q: Who pays for return shipping?
A: If the return is due to an error on our part, we’ll cover return shipping. For other returns, the customer is responsible for return postage.
Q: Can I return an item that was a gift?
A: Yes. If the item is unused and within the return window, we can process an exchange or store credit. Please include the original order info if possible.
Q: What’s the return window for online purchases?
A: Returns are accepted within 30 days for most unused stock items. Custom items may be non-returnable unless defective.
Q: Can I exchange an item if I accidentally ordered the wrong product?
A: If the item is unused and within the return window, we can usually arrange an exchange. Contact us as soon as possible with your order details.
Q: How do I initiate a return?
A: Contact us by email with your order number and reason for return. We’ll provide return instructions and any applicable RMA info.
Q: What if I need to return multiple items from the same order?
A: You can return multiple items together. Be sure to include a note with each item’s reason for return, and contact us beforehand to confirm.
Q: Can I return an item if I bought it during a sale?
A: Yes, sale items can usually be returned unless marked final sale. Custom or clearance items may not be returnable — check the product page for details.
Q: What if my item arrives damaged?
A: Contact us immediately with photos and order details. We’ll replace the item or arrange a return depending on the situation.
Q: Can I exchange for a different tartan after receiving my item?
A: For stock items, exchanges are usually possible. For custom-made items, we may need to remake it at cost. Contact us to discuss options.
Q: Can I return a product without the original packaging?
A: Items should be returned in original or equivalent packaging to prevent damage. Contact us if your packaging is missing and we’ll help.
Q: Can I return an item I bought as a gift if I don’t have the receipt?
A: If the item is unused and within the return window, we can usually issue store credit or exchange it. Please include the name or email of the purchaser if known.
Q: Can I exchange a custom-made item?
A: Custom items are not typically returnable, but we may be able to alter or adjust them depending on the issue. Contact us as soon as possible.
Q: How long does it take to process a refund?
A: Refunds are usually processed within 3–5 business days of receiving your return. It may take additional time for your bank to post the credit.
Q: What if I lost my return form or instructions?
A: No problem. Just include a note with your name, order number, and reason for return. You can also email us to confirm return details.
Q: Can I exchange a belt if it doesn’t fit?
A: Yes, belts can be exchanged for a different size if unused. Let us know your waist measurement and we’ll recommend the right size.
Q: Do I need to use a specific carrier when returning an item?
A: You may use any carrier, but we recommend choosing one with tracking. Return shipping is your responsibility unless the item was defective.
Q: Do I need a return authorization number?
A: For most returns, you don’t need an RMA number, but we ask that you contact us before sending anything back to ensure proper processing.
Q: Can I return an item if I removed the tags?
A: Items must be returned in new condition, ideally with tags. If tags are removed but the item is unused, contact us to confirm return eligibility.
Q: Can I return or exchange an item purchased over a year ago?
A: Our return window is typically 30 days. Items outside this timeframe are not eligible for return, but contact us to discuss any concerns.
Q: Do you charge restocking fees for returns?
A: We generally do not charge restocking fees, but custom items or returns outside our policy may incur a small fee. Contact us to confirm.
Q: Can I exchange an item if I ordered the wrong size?
A: Yes. As long as the item is unused and within the return window, you may exchange it for a different size. Contact us for instructions.
Q: Can I return an item I bought on sale?
A: Sale items may be eligible for return unless marked final sale. Contact us with your order number to confirm.
Q: What if I received the wrong item in my order?
A: Please contact us right away with a description or photo. We’ll correct the error as quickly as possible at no additional cost to you.
Q: Can I get a refund if I ordered the wrong item?
A: Yes, if the item is unused and within our return window. Contact us to start the return process.
Q: Can I return a custom belt?
A: Custom belts are not usually returnable unless there’s a defect. Contact us if you have any concerns about your order.
Q: What should I do if I received a damaged item?
A: Contact us immediately with a photo of the damage. We’ll send a replacement or arrange a return at no cost to you.
Q: Can I return a belt buckle if it doesn’t fit my belt?
A: Yes, as long as it’s unused and within our return period. Contact us to arrange an exchange or return.
Q: What is your return address?
A: Our return address is provided on your packing slip and our website. If you need it again, please contact us.
Q: Do I need original packaging to return an item?
A: While original packaging is preferred, it’s not required as long as the item is in new, unused condition.
Q: What if my item is delayed and I miss the return window?
A: Contact us to explain the situation. We’ll work with you on a case-by-case basis for returns outside the standard timeframe.
Q: Do you offer repairs or alterations?
A: While we don’t provide repair services, we may be able to assist with minor alterations depending on the item. Contact us to discuss.
Q: Can I return a product if it has a defect?
A: Yes. If you receive a defective item, we’ll replace or refund it at no cost. Please send a photo and description of the issue.
Q: Do I need to include a return form with my package?
A: If you no longer have the return form, include a note with your name, order number, and reason for return so we can process it correctly.
Q: Will you notify me when you receive my return?
A: Yes. We’ll email you once your return is received and processed, typically within a few business days of arrival.
Q: Can I return an item purchased with a gift certificate?
A: Yes. You can return gift certificate purchases for store credit. Refunds are issued back to the original gift certificate code.
Q: Can I exchange a rental item for a different size?
A: Yes. If your rental item doesn’t fit, contact us within 48 hours of delivery and we’ll ship a replacement at no cost.
Q: What happens if I return an item without the original tag?
A: We can still accept returns without the original tag, as long as the item is unused and in new condition.
Q: How long does it take to receive a refund?
A: Refunds are typically issued within 2–3 business days after we receive and inspect your return. Processing time may vary by bank.
Q: Can I return an item that was a gift?
A: Yes. If the item is unused and within the return window, we can process an exchange or store credit. Please include the original order info if possible.
Q: How do I start a return?
A: Contact us with your order number and reason for return. We’ll send instructions and the return shipping address.
Q: Do you cover return shipping costs?
A: We cover return shipping for damaged or incorrect items. For other returns, shipping is the customer’s responsibility.
Q: What if I receive the wrong item?
A: Contact us right away and we’ll send a replacement or the correct item. We’ll also cover return shipping for the incorrect item.
Q: Can I return a made-to-order item?
A: Made-to-order items may be subject to restocking or customization fees. Contact us to discuss your return eligibility.
Q: Can I exchange an item for a different tartan?
A: Yes. If the item is in new condition, you can exchange it for another tartan. Custom items may have restrictions.
Q: Can I return an item without the original packaging?
A: Returns must be in new condition, but original packaging is not always required. Contact us with details before sending it back.
Q: Do I need a return authorization?
A: No formal authorization is required, but please contact us first so we can ensure proper processing and tracking of your return.
Q: What if I’m outside the return window?
A: If your item is unused and in original condition, we may still accept the return depending on circumstances. Contact us to discuss options.
Q: Can I return an item if it was a clearance or sale item?
A: Clearance and sale items are generally final sale, but contact us to see if exceptions apply to your specific item.
Q: Can I exchange a shirt for a different style?
A: Yes. If the shirt is unworn, you can exchange it for another style. Contact us for return instructions.
Q: Can I return items shipped internationally?
A: Yes. International returns are accepted, but the customer is responsible for return shipping and any applicable customs.
Q: Can I exchange a gift for a different item?
A: Yes. Gifts can be exchanged for store credit or a different item of equal value, as long as they’re in new condition.
Q: What is the return deadline for rental items?
A: Rental items must be returned within 3 business days after your event. Late returns may incur additional fees.
Q: Can I return a damaged item received in the mail?
A: Yes. Please contact us with photos of the damage and we’ll arrange a replacement or refund and cover return shipping.
Q: Can I return a personalized item?
A: Personalized items are generally not returnable unless there’s a manufacturing defect. Contact us if you have concerns.
Q: Do you offer free returns?
A: We offer free returns on damaged or incorrect items. For other returns, the customer is responsible for shipping costs.
Q: Can I return items purchased with a gift card?
A: Yes. Returns for gift card purchases are refunded back to a gift card or store credit.
Q: How do I return multiple items from one order?
A: Package all return items together and include a note with your order number and reason for return.
Q: How do I exchange an item for a different size?
A: Contact us with the item you want to exchange and your preferred size. We’ll provide return instructions and availability info.
Q: Can I return a rental item early?
A: Yes. You’re welcome to return a rental early. Just be sure it’s postmarked by the agreed-upon return date.
Q: Can I return multiple orders in the same package?
A: Yes. Include all relevant order numbers and make sure items are clearly labeled to avoid confusion during processing.
Q: Can I exchange a made-to-order item?
A: Exchanges for made-to-order items may be limited or subject to restocking fees. Contact us for options.
Q: How long does it take to process a return?
A: Returns are usually processed within 3–5 business days of receiving the item. Refunds may take additional time depending on your payment method.
Q: What if my return is lost in the mail?
A: We recommend using a trackable shipping method for returns. If a return is lost, we may not be able to issue a refund unless tracking is provided.
Q: Can I exchange a custom item for store credit?
A: Custom items are generally non-refundable, but depending on the item and situation, store credit may be possible. Contact us to discuss.
Q: What if my return arrives after the return period?
A: Contact us as soon as possible. We may still accept it depending on the item’s condition and timing.
Q: How do I start a return?
A: Contact us with your order number and reason for return. We’ll send instructions and the return shipping address.
Q: Can I cancel a return once I’ve initiated it?
A: Yes. If you’ve changed your mind and haven’t shipped the return yet, just let us know and we’ll cancel it.
Q: Do I need a return authorization number?
A: For most returns, you don’t need an RMA number, but we ask that you contact us before sending anything back to ensure proper processing.
Q: Can I return a kilt after trying it on?
A: Yes, as long as the kilt is in new, unworn condition. Trying it on is fine—just don’t wear it for extended periods.
Q: Can I exchange an item from a discontinued collection?
A: Exchanges for discontinued items depend on stock availability. We may offer a similar item or store credit.
Q: What if my item doesn’t match what I ordered?
A: If we sent the wrong item or variation, contact us and we’ll correct the mistake at no cost to you.
Q: Can I return a gift?
A: Yes. If you have the order number or purchaser’s name, we can process a return or offer store credit to the recipient.
Q: Can I return an item if I ordered the wrong size?
A: Yes. As long as the item is in new condition, we accept returns or exchanges for size issues.
Q: What if my item has a flaw or defect?
A: Contact us with a photo of the issue. We’ll replace or repair the item, or offer a refund depending on your preference.
Q: How do I get a return label?
A: We don’t automatically include return labels. Contact us and we’ll provide one if your return qualifies for free return shipping.
Q: Can I exchange an item sent as a gift?
A: Yes. If you have the order number or purchaser’s name, we can help exchange the item or issue store credit to the recipient.
Q: Do you charge restocking fees?
A: Restocking fees may apply to custom or made-to-order items. Standard stock items usually do not have restocking fees.
Q: What if I forget to return part of a rental?
A: Contact us as soon as you realize. You may return the item separately or arrange a replacement fee if it’s missing.
Q: Can I exchange a clearance item?
A: Clearance items are typically final sale, but contact us if sizing is an issue—we’ll help if stock permits.
Q: Can I return something if the recipient doesn’t like it?
A: Yes, as long as the item is in new condition and within our return window. Store credit or exchange may also be an option.
Q: Do I need to include original packaging for a return?
A: It’s not required, but including original packaging (especially for breakables) helps ensure safe return shipping.
Q: Can I return something if it arrived late?
A: If a delay was due to carrier or production issues, contact us to discuss return or refund options.
Q: Can I return a used rental item?
A: Yes, returns are expected after your event. Just follow the included instructions and ship it back by the return deadline.
Q: How do I request a replacement for a damaged item?
A: Email us with a photo of the damage and your order number. We’ll arrange a replacement or refund as needed.
Q: What if my exchange doesn’t arrive in time for my event?
A: Let us know your deadline—we’ll do our best to expedite shipping or offer alternate solutions if time is short.
Q: How long do refunds take to process?
A: Refunds are typically processed within 3–5 business days after we receive your return.
Q: Can I get store credit instead of a refund?
A: Yes. If you prefer store credit for your return, let us know when you contact us—we’re happy to accommodate.
Q: Will I be refunded for shipping charges if I return an item?
A: We refund the item price. Original shipping charges are non-refundable unless the return is due to our error.
Q: How do I initiate a return?
A: Contact us by email with your order number and reason for return. We’ll provide return instructions and any applicable RMA info.
Q: Can I exchange a made-to-order item?
A: Exchanges for made-to-order items may be limited or subject to restocking fees. Contact us for options.
Q: What if I return an item after the return window?
A: Returns outside the window are usually not accepted, but contact us and we may be able to offer store credit or an exception.
Q: Do I need to wait for approval before returning an item?
A: Please contact us before sending your return so we can confirm eligibility and provide instructions.
Q: Can I return an item purchased with a gift certificate?
A: Yes. You can return gift certificate purchases for store credit. Refunds are issued back to the original gift certificate code.
Q: What if my item is delayed in the mail?
A: If a package is significantly delayed, contact us. We’ll help track it and explore replacement or refund options if needed.
Q: How do I package my return?
A: Use sturdy packaging to protect the item. If possible, reuse the original box or envelope. Include a note with your name and order number.
Q: Can I get a refund to a different credit card?
A: Refunds are issued to the original payment method. If that’s no longer valid, we can issue store credit or discuss alternatives.
Q: What if I miss the return deadline?
A: Contact us. While returns beyond the deadline are usually not accepted, we may offer store credit or an exception.
Q: Can I exchange a gift?
A: Yes. The recipient can exchange for a different size or item. We’ll need the original order info or name for reference.
Q: Can I return something I’ve washed or worn?
A: Items must be returned in new, unworn, unwashed condition. Used or laundered items are not eligible for return.
Q: Do you cover return shipping?
A: Return shipping is the responsibility of the customer unless the item was incorrect or defective.
Q: What if my returned item is lost in transit?
A: We recommend using a trackable shipping method. We are not responsible for returns lost in the mail without tracking.
Q: Can I return something purchased during a sale?
A: Yes. Sale items are returnable unless marked final sale. Please refer to the return policy on the product page.
Q: Do you charge a restocking fee?
A: No. We do not charge restocking fees for standard returns, as long as the items are in new condition.
Q: Do I need to return a free gift?
A: No. Free gifts included with your purchase are yours to keep, even if you return the main item.
Q: What if I return something late from a rental?
A: Please contact us if your return will be delayed. Late fees may apply, but we’re flexible if you let us know in advance.
Q: Can I return a kilt if it doesn’t fit?
A: If it’s a rental, we can send a replacement. Custom kilts are made to your measurements and not returnable, but we’ll help with fit advice.
Q: Can I exchange a cloak for a different style?
A: Yes. As long as the cloak is unworn and in new condition, we’re happy to help you exchange it for another style or size.
Q: Can I exchange a stock item for a different size?
A: Yes, stock items can usually be exchanged within 30 days if unused. Contact us to confirm size availability and return instructions.