Refund policy

Kiltane prides itself in its ability to offer a level of customer service that reflects the high quality of all Kiltane’s collections. Each parcel is packed and handled with care to ensure a safe journey to wherever you are in the world. All orders are shipped directly from our Edinburgh warehouse, where Kiltane operates from Monday – Friday, excluding UK public holidays.

Please note that during busy times we cannot guarantee that the delivery time frame of 1 business day from date of dispatch. When it is not available our delivery partners will aim to deliver within 2 business days.

Delivery charges do not cover duty or tax fees outside the UK. Kiltane is not responsible for any further charges relating to importing goods. Duties and fees are determined by the recipient country and we have no control over these.

When placing your order, please ensure to provide a valid home or business address. We are currently unable to deliver to P.O. Box or freight forwarding addresses.

Address Changes & Cancellations

Our team is dedicated to ensuring your parcel arrives with you as soon as possible, but should you need to cancel your order or make any amendments to your address then please contact Customer Care immediately. No amendments can be made once a parcel has been dispatched. We cannot add new items to an already existing order.

Tracking & Delivery

You will receive an email confirmation once your order has been received by Kiltane.com. You will also receive tracking information regarding your shipment by email as soon as your parcel has begun its journey to you. Please make sure to add customercare@kiltane.com to your email contacts to avoid important updates such as these from being delivered to your spam or junk folder.

Where a signature is required upon receipt of the goods, a calling card will be left if no one is available to accept the parcel. This will include information on how to arrange a re-delivery, or details on where to collect your parcel.

If you have any other questions about the delivery process or your most recent order, please contact Customer Care.

Returns

We want you to be completely happy with your purchase, so we accept returns and instant exchanges up to 28 days from when you receive your package. Items must be unused, with tags and in the original condition.

Instant Exchanges

We are able to process exchanges much quicker than refunds. As soon as your exchange is in transit, we can ship out your new selected item(s).

You can exchange your orders for other sizes, colours, or products. We need the item(s) to be in unused condition, in their original state and packaging.

Please click here to request an instant exchange and your new items(s) will be automatically shipped out to you when you post your original item(s) to us.

Returns

With returns, we cannot begin to process the refund until we have received your order and the item has been inspected. Please click here to start your return. You will be taken to our returns portal to create your return. You can request a refund to your original payment method or online store credit. Please note online store credit can only be used for online purchases and cannot be used in stores.

This returns and exchanges portal is only available for online purchases, for items purchased in store, please visit your nearest Kiltane store.

International

Returns only

For international orders, to send your items back to us, please click here to download and print a copy of our Return Form. This form also includes our return address. If your item is faulty, please contact Customer Care for our advice before returning.

Please pack your parcel carefully as Kiltane is unable to cover the cost of returns. We advise that you choose a tracked and insured delivery service. We cannot issue a refund until the goods are received.

Once Kiltane receives and inspects your return, we will process your return within 7 working days back to the original payment method chosen at checkout, excluding any shipping costs. International customs duties, shipping costs and sales taxes are also non-refundable for purchases outside of the UK. Please note that Kiltane trades in GBP, and due to changes in international exchange rates, some refunds for international orders may vary slightly to the initial order value.

Without details of your order, we won’t be able to process a refund. If you have misplaced your form, please contact our Customer Care.

Festive returns period

In addition to our standard returns policy, we have extended our online returns window for the festive season. Returns or exchanges for online purchases made on or after 1 November 2025 will be accepted until Friday, 16 January 2026. The rest of our standard returns policy still applies.

Items excluded from returns

Please note that if you are exercising your right to cancel, or returning or exchanging a product under our returns policy, this does not apply to items made to your specification or personalised for you - for example, embroidered items.

We are unable to offer an exchange or refund on any personalised items unless the product is faulty. For any queries, please contact our team, who will be happy to help.

Refunds

Please note that Kiltane trades in GBP, and due to changes in international exchange rates, some refunds for international orders may vary slightly to the initial order value.

If you have not received notification of your refund being processed within 7 working days then please contact us at Customer Care.

Discount code policy:

In the event of a partial return where items purchased as part of the promotional offer is returned, the promotional offer will be deemed invalid. The customer will be required to pay the full price of the item(s) they keep and the refund amount will be be the difference between the promotional price paid and the full price of the item(s) retained.