Frequently asked questions

Answers to questions about shopping, orders, delivery and payment

I AM UNSURE ABOUT THE COLOUR OF AN ITEM?

We have tried to reflect as best as possible the true colours in our garments by using a professional photographer. We have what we feel is the best image to colour match the garment. If you are unsure about this please contact us.

HOW DO I PLACE AN ORDER?
Start browsing through our different products which can be seen by clicking one of the categories from the ‘SHOP’ downdown menu in the top bar. When you have found the product you’d like to purchase, simply click ‘ADD TO BASKET’. Continue browsing if you’d like to purchase more products, or checkout by clicking on the ‘CHECKOUT’ link in the top right of every page.
DO I NEED TO OPEN AN ACCOUNT TO ORDER GOODS?

You don’t need to open an account with us prior to shopping on the website. Payments are securely handled by PayPal and if you don’t have a PayPal account you can pay safely by card without registering with PayPal either by using Stripe or Amazon Pay. By opening an account with us this will save your billing and shipping details and make future purchases a faster process.

HOW DO I KNOW WHEN MY ORDER HAS BEEN RECEIVED?
An email will automatically be sent to you as the order is processed, then you will receive another when your order has been dispatched.
WHAT DO I DO IF THERE IS A PROBLEM WITH MY ORDER?

Please contact shop@campbellsofbeauly.com and we will respond to you as soon as possible. We would firstly look up the tracking information for your order, we can only see the same information as you via the Royal Mail website.

WHAT PAYMENT METHODS DO YOU ACCEPT?
PayPal, Visa Debit, Visa Credit, MasterCard, American Express and most major credit/debit cards. If you would prefer to send us a cheque please contact shop@campbellsofbeauly.com.
CAN I ORDER FROM OVERSEAS?

Yes! We ship all over the world. When you input your address during checkout the appropriate shipping charge will be shown. We use Royal Mail to ship and they then use their partner supplier within the destination country. When ordering from out with the EU the website will automatically deduct the VAT from your order.  If you have any queries please contact us at shop@campbellsofbeauly.com  

CAN I ADD AN ITEM TO MY ORDER AFTER I HAVE PLACED MY ORDER?
 

Unfortunately not, you will need to place a separate order for anything else that you wish to purchase.

WHY HAS MY CARD BEEN DECLINED?
Your bank will be able to let you know why your card has been declined.
MY ORDER IS MISSING AN ITEM OR CONTAINS AN INCORRECT ITEM, WHAT SHOULD I DO?

We are very sorry about this error. Please contact us at shop@campbellsofbeauly.com and we will investigate this matter for you and makes things right.

MY ORDER DID NOT GO THROUGH BUT I THINK YOU HAVE CHARGED ME?
We will of course be happy to rectify any problems that occurred during the order process. If you suspect that something has gone wrong please get in touch with us as soon as possible and provide as much information as you can. If you received an email receipt from PayPal please forward this with any correspondence. If you didn’t receive a PayPal receipt but think you may have been charged please check your PayPal and/or bank statement to verify this prior to getting in touch.
WILL I BE CHARGED UK VAT TAX?

Customers outside of the EU will not be charged UK VAT tax (at the current rate) however local Government and import duties may be levied on any goods dispatched by post and are payable by the customer upon receipt of your goods, these costs are non-refundable by Campbell’s of Beauly as they are out of our control. All orders on this site will be charged in British Pounds Sterling and the VAT is automatically deducted from your cart.

CAN I HAVE FREE POSTAGE?

We all like free postage and we have considered offering it but the costs would have to be absorbed somewhere else (i.e. the price of the clothes going up). This is a genuine charge that we have to pay and therefore we have no alternative other than to ask you to contribute to this cost. We may run promotions on occasion offering free shipping, to be the first to know about these please sign up to our newsletter.

WHY DON’T YOU ALWAYS OFFER FREE RETURNS WHEN MOST OF YOUR COMPETITORS DO?
Again, as we mentioned earlier, it would mean the costs being pushed on to the clothes. The costs are more transparent this way.
HOW SECURE IS YOUR WEBSITE?
All transactions are totally safe and secure and are handled by PayPal. PayPal is a safer, faster, more secure way to pay online – your financial details are never shared (not even with us) and your bank, credit or debit card details are safeguarded. PayPal also protects your purchases so just in case there is a problem you can get your money back and with each purchase a confirmation email receipt is immediately sent to you.
HOW DO I KNOW IT IS SAFE TO SHOP WITH YOU?

Around the world tens of thousands of retailers use PayPal, Stripe and Amazon to securely process online transactions. Your financial details are never shared, your bank, credit or debit card details are safeguarded and PayPal also protects your online purchases.

You are welcome to pick up the phone to us and place an order over the phone if you feel more comfortable. We love talking to our customers.

IS MY PERSONAL INFORMATION KEPT PRIVATE?
Please rest assured that all the information you share with us is private and confidential. At no point will we share or sell your personal information without your consent. Please see our privacy policy for more information.
WHAT RIGHTS DO I HAVE BUYING ONLINE?
All purchases made from websites are covered by The Consumer Protection (Distance Selling) Regulations 2000. Your purchases from this website are protected by law and there is a cancellation period of 7 working days.
HOW AND WHEN WILL MY PURCHASES BE DELIVERED?

We aim to ship within two working days if the item is in stock, but generally we ship every day and do pride ourselves on a fast turnaround. We will contact you directly if there is a problem with your order. Your order will be sent via Royal Mail. All orders are sent recorded delivery and will require a signature upon receipt. Once the parcel has left Campbell’s of Beauly we are in Royal Mails hands, within the UK it generally arrives the next day, Europe is around 7 working days and the rest of the world is around 10 working days.

HOW MUCH DOES SHIPPING COST?

A Royal Mail rate calculator will automatically update your shipping costs at checkout. The cost is dependent on the overall weight of your order, your shipping address and selected postal/courier service. There are a choice of competitive rates; for most UK customers shipping averages £5 to £10, international shipping typically costs between £10 and £20.

WHAT IS YOUR RETURNS POLICY?

 We hope you will be delighted with your goods, but if not and you wish to make a return for either a refund or exchange, please make sure any garment is unworn, in its original condition and placed back in its protective packaging and then returned within 14 days of invoice date (UK customers); 21 days (Europe excluding UK); 28 days (Rest of the World). Please note that a garment cannot be accepted back should it smell, for example of perfume, cooking or smoke. We will refund you by the same method that you paid us.

** Covid 19 update – we are very happy to extend our returns policy if you need us to, we completely understand that it may be difficult to get to the post office or you may not be at the address where the items were sent.

WHAT IF MY GOODS ARE FAULTY?
In the unlikely event that the product is faulty on arrival, incorrect or damaged in transit, please notify us immediately. If we are unable to provide you with a replacement you will have to return the item to us and we will refund you the cost of the item plus the original postage fee.
HOW DO I RETURN GOODS?

Please fill out the returns form enclosed in your package as this will help speed up the process. Any comments regarding the reason for the return are greatly appreciated. Then send returns by registered mail, insured for its full value to:

CUSTOMER RETURNS, Campbell’s of Beauly, Highland Tweed House, High Street, Beauly, IV4 7BU, Scotland, UK.

The customer is responsible for the postage costs incurred when returning an item. Goods must be placed back into their original packaging with the return slip and we recommend that you send it recorded delivery (first or second class) from the post office. Campbell’s of Beauly cannot be held responsible for any item that does not arrive here. Delivery charges are non-refundable, unless the item is returned within 14 days of the order being placed. If you are returning goods from outside the UK please read the following carefully:

OVERSEAS RETURNS

Many items that are returned to us get held up at customs due to incorrect labelling resulting in substantial customs charges and in some cases goods being returned to the sender (you). This often occurs to items coming back from the U.S.; we are unable to accept, or refund, any such costs associated with return goods levied by customs or carriers. Please label both the outside of the package and the airway bill with the following phrase: ‘BRITISH RETURN GOODS’ This is very important as it prevents you, the customer, being charged with any import duty or tax on goods that are simply being returned to the UK for exchange or refund.

HOW DO I EXCHANGE GOODS?

As a small retailer we do not hold great quantities of stock and so the fastest way to secure the item you need is to place a new order. Place a NEW order for the correct size or colour required and return your original purchase to us.

If you receive an exchange repeat postage charges will be refunded. You will have to send the unwanted item back to us at your own expense and it must be in its original condition and packaging. We recommend that any returns are sent by recorded or special delivery ‘signed for post’ as we are unable to accept any responsibility for items that do not reach us. A Proof of postage is not sufficient. Customer Returns, Campbell’s of Beauly, Highland Tweed House, High Street, Beauly, IV4 7BU, Scotland, UK

HOW LONG MIGHT A REFUND TAKE?

Once we have received the returned item/s the PayPal, Stripe or Amazon account or card used for the purchase will be credited with the cost of the goods. Please make sure you send any returns via registered post with proof of posting for your own peace of mind. Your credit card company will typically take 4-7 working days to process the refund.

WHAT HAPPENS IF I CANCEL AN ORDER PRIOR TO DESPATCH?

We will issue you a full refund including the P&P. If you have recently placed an order with us and wish to cancel it, please email us as soon as possible at shop@campbellsofbeauly.com quoting your order reference number, the date the order was placed, your name and post-code.