Order Information
How can I change or cancel an order?
If you wish to change or cancel an order contact our Customer Service team by emailing our Customer Care Team or call 0870 118 2010 any time between 8.30am and 5.00pm, Monday-Friday. Please have the order number and date the order was placed to hand.
If your products have already been delivered, then you will need to follow our returns procedure. Click here for more information about returns.
Will I get an order confirmation?
We will send you a confirmation email detailing the exact order received shortly after your order is placed.
How do I know where my order is?
To check your order status, just click on the Track your order link in the left hand column of the page, enter your Order ID number (on the confirmation email we sent you) and the Email address you used when you placed the order, then click View Order Status.
Your payment has not been authorized means your order hasn't been processed yet and we are waiting for your credit card provider to approve your payment.
Your order order is being packed means your order has been received and it's in the process of packing and shipping.
Your order has been posted means your order has left our warehouse. You'll receive an email confirming despatch.
Your order has been cancelled means your order has been cancelled either by you or us. If we cancelled it, it is usually because your credit card provider declined payment.
If you find that your order has only been partially delivered, this may be because other items are being despatched from a different location. However, if your order is obviously incomplete, over-delivered or damaged, please email our Customer Care Team.
Order Delivery Information
When will my products be delivered?
After you have placed your order online, we will send you an order confirmation email with the subject 'Thank you for your purchase from Gleneagles of Edinburgh’. If you haven’t received this email within 24 hours of placing your order, then please email our Customer Care Team to let us know.
What if only part of my order has arrived?
If you have not received the entire order as detailed in the order confirmation email sent to you, this may be because other items are being despatched from a different location. However, if your order is obviously incomplete, over-delivered or damaged, or if you wish to change or cancel your order, please email our Customer Care Team.
What if I'm not in when you deliver?
Deliveries will usually be made on Mondays to Fridays between 9am and 5.30pm. If you or the intended recipient are not available, each time an attempt is made, our courier will leave a card at the delivery address confirming that they have tried to deliver. Follow the instructions on this card to rearrange delivery or to collect your products.
Will you deliver to my work address?
We will deliver to your work address if you choose the Signed For delivery option. It is your responsibility to include the name of the company you work for, the floor and the department. If your order is delivered and signed for but then goes missing inside your building, we cannot be held responsible.
Do you deliver or send products outside the United Kingdom?
We deliver to most countries outside the UK but reserve the right not to deliver orders we believe are the result of scams, fraud or illegal activity.
Do we deliver to your address?
We deliver to most postal areas in the UK. Delivery of certain products to the Channel Islands, Isles of Scilly, the Isle of Man or a BFPO address may not always be possible. We also reserve the right not to deliver orders if we believe the address is not secure, for example, to a communal postal address or PO Box. If this affects an order you place, we will notify you as soon as possible.
Are there any places where delivery might take longer?
We cannot guarantee delivery within our usual timescales if you have requested Next working day delivery and your order is going to a postcode listed below. Please allow extra time for your order to arrive. Below is the total timescale for delivery for each postcode affected from the date you place the order, providing you do so by 3pm on a working day.
Standard delivery will not usually be affected and remains 3-5 working days.
Please note: Working days exclude Saturdays, Sundays and public holidays.
| Postcode |
Earliest delivery |
| AB42 |
2 days |
| HS1 - HS2 |
2 days |
| HS3 - HS9 |
3 days |
| IV21 - IV24 |
2 days |
| IV26 - IV28 |
2 days |
| IV40 |
2 days |
| IV41 - IV49 |
3 days |
| IV51 |
3 days |
| IV52 - IV54 |
2 days |
| IV55 - IV56 |
3 days |
| KA27 - KA28 |
2 days |
| KW11 - KW13 |
2 days |
| KW15 - KW16 |
2 days |
| KW17 |
3 days |
| KW5 |
2 days |
| PA20 |
2 days |
| PA24 - 27 |
2 days |
| PA33 |
2 days |
| PA34 |
3 days |
| PA36 |
2 days |
| PA40 |
2 days |
| PA41 - PA49 |
3 days |
| PA60 - PA78 |
3 days |
| PH30 - PH32 |
2 days |
| PH34 - PH41 |
2 days |
| PH42 - PH44 |
3 days |
| TR21 - TR22 |
4 days |
| TR23 |
Deliveries on Tuesday & Thursday only |
| TR24 - TR25 |
4 days |
| ZE1 - ZE3 |
2 days |
Delivery Charges and Options
| Delivery options |
Price |
Timing |
| Standard delivery |
£4.95 |
Usually within 5 working days. |
| Next Working Day delivery |
£9.95 |
Orders must be placed by 12 Noon previous working day Excludes Saturdays, Sundays and Public Holidays. |
| Named Day delivery |
£9.95 |
Date of your choice, subject to availability Excludes Saturdays, Sundays and Public Holidays
|
| Overseas parcel service |
This will be calculated on weight and delivery time will vary from country to country |
Shopping Information
Can I order from gleneaglesgifts.com and collect from a shop?
Gleneaglesgifts.com does not currently allow you to order from the site and pick up from your nearest shop.
Your purchase history
We cannot currently make information available about your past orders.
How can I get a VAT receipt for my order?
You can get a VAT receipt by emailing our Customer Care Team.
Volume or wholesale orders
Please contact our Sales Team to enquire about wholesale and bulk orders. Click here to find one in your area.
Returns and Refunds
What is your returns policy?
If you wish to return or exchange a product you may do so within 28 days of the date of despatch. The product you wish to return must be in a saleable condition in its original, undamaged packaging, and we will consider the overall condition of the product being returned when making a refund. (This does not affect your statutory rights in the event of faulty goods.)
How do I return an item?
Email our Customer Care Team including: order number, product code, the reason for the return and whether you want a refund or a replacement. We will email you back with further instructions.
How long will it take to receive a refund from returned products?
The product you wish to return must be in a saleable condition in its original, undamaged packaging, and we will consider the overall condition of the product being returned when making a refund. We will refund the price of the item and delivery charge to the purchaser or exchange the product as soon as it is received by us. This will usually reach that account within 7 working days. Timings will, however, depend on the speed with which your credit/debit card company process the credit.
Please note: We will only refund the price of the item and delivery charge to you, the purchaser, or exchange the product once it is received by us.
|
Your cart