Kays of Scotland

Frequently Asked Questions

Who are Kays of Scotland

Kays of Scotland the brand and the Kays of Scotland web site are owned and operated by Kays of Scotland (Co Reg No 33266). For full details and how to contact us please visit the About Us and Contact Us Pages.

How can I contact Kays of Scotland ?

To contact Kays of Scotland please visit the Contact Us page

Do I have to buy online

No you can Order by Post, or telephone, if you prefer to send a cheque we will be happy to ship your order on receipt and clearance of your payment. If you wish to order in this way, please click here to display a printable order form.

The best way to calculate the correct price is to refer to the web site i.e. Product price + flat fee based on shipping location (UK, Europe, Rest of World). Add your selections to the shopping cart, select your shipping destination and the system will calculate the total order amount, including P&P, to then use when writing your cheque. Please make your cheque payable to Kays of Scotland. The currency must be pounds sterling. If you would like to order by post please send an advance email alert us that your order is on its way. We do not take telephone orders.

Why are your prices in UK Sterling (£GBP)?

We are a British company and our bank accepts payment in UK currency only. We accept Visa, MasterCard, American Express, Solo, Eurocard, PCB and Switch, and transactions using these companies will be converted the current exchange rate.

My personalized details are wrong?

If an error has been made by Kays of Scotland, we will have the item remade correctly and delivered to you at no extra cost. If the error can be shown to be yours, then we may be able to have the item amended, or remade at a discounted price, depending on the correction required and the stage of production. In any case, you must contact us first to establish what the error is and where the fault lies. No items may be returned to Kays of Scotland without our prior agreement.

I've placed an order and want to change one or more of the personalized details?

Depending on the stage of production we will make our best efforts to do so. Changes, if possible, may result in an increased cost, which we advise before proceeding. If you do wish changes please call our customer service representatives on +44 (0) 1563 572737 for further advice.

My gift has arrived damaged?

If you return an item because it has been damaged during delivery, we will happily refund your costs in returning it to us. The item(s) must be returned in its original state within 30 days of delivery. Please do not return the item until you have contacted us. There are a variety of procedures involved, depending on the nature of the damage. We will wish to have a description of the precise nature of the damage involved before we go about replacing the item for you.

How do I return goods?

Once you have contacted us, and we have confirmed that we want you to return the item(s), you must ensure that the goods are appropriately packaged to ensure that they arrive in re-saleable condition. Please obtain a "Proof of Posting" certificate (free of charge) from your Post Office, as you will need this to make a claim from the Royal Mail should the package be lost or damaged on its return to us.

What if I just don't like an item?

Personalised items cannot be returned for a full refund, as they have no resale value. If you have any doubts at all about the quality or suitability of a personalised item, we advise that you do not place the order without contacting our sales office first.

What are the delivery charges?

Free Delivery to anywhere in the U.K Free delivery to Europe and the Rest of the World via shipping. For additional £4 per item airmail can be arranged.

Who will deliver my order?

We use Royal Mail's "Parcel Force". Deliveries will require a signature on receipt. Please note that for security reasons, we do not always deliver to postal box or communal addresses. Please contact us if you have any doubts about your orders.

How long will my order take to be delivered?

Most Gifts are despatched within 2 - 6 days of receiving the order. We always aim to ensure delivery is achieved within the timeframes above. If a delivery date is specified as critical, we will offer to do our best to meet that delivery date, but this does not constitute a guarantee. In this case, you must decide whether you wish to proceed with an order on that basis. Whenever we become aware that goods will take longer, we will contact you to give you the option of continuing to wait for the item, or to accept a full refund for the item in question.

I live outside the European Union - will I pay import duties?

Maybe. Kays of Scotland are shipped world-wide, and you should be aware that some countries impose import duty. We have no control over this. We charge no British or European taxes for deliveries outside the European Union. Your country might charge you on entry. As far as we know, presently, the duty free limit on importing goods into the USA is USD200.00 ($). If you have any questions about import duties we suggest that you contact your local customs authorities. For information on US customs visit this site: http://www.usembassy.org.uk/ukcustom.html

Is my credit card data safe with you?

Extremely. We use the highest level of security afforded by WorldPay.

What is your Privacy Policy?

First, we don’t re-sell or share our customer lists. We do collect information about you to process your order and to provide you with the best possible service e.g. passing your details to our delivery company so that they can deliver your parcel.

If you have any questions/comments about privacy, you should e-mail us at privacy@kaysofscotland.co.uk

What are your Terms & Conditions?

To read our Terms & Conditions click here.