Customs, Tariffs & Taxes:

Recent updates in EU and US import regulations mean that duty-free thresholds have been removed or updated. All shipments are now subject to mandatory customs declarations, tariffs, and taxes regardless of parcel value.

Where applicable, these charges are calculated and collected upfront at checkout to ensure your order arrives smoothly without surprise bills upon delivery. However, this does not apply to every country, and therefore some duty fees may still apply upon delivery.

Please be aware that we have no control over local customs procedures. As a result, we cannot be held liable for customs delays, any import duties or tariffs incurred, or items seized by local customs authorities.

Product Availability Restrictions:

Strict safety, import, and trade regulations, particularly regarding specific materials, food items, liquids, or category-specific safety standards, mean that certain products are no longer available for purchase in select countries.

How this affects your order:

If an item cannot be legally shipped to your location due to destination customs restrictions, it will be automatically restricted at checkout or marked as unavailable for your delivery region.

We monitor international regulatory changes closely to keep our catalogue compliant. If you have any questions regarding whether a specific item can be shipped to your country, please contact our team prior to placing your order, via onlineshop@nts.org.uk.

Ordering to a UK address from overseas:

If you would like to place an order to ship to a UK address from overseas, you can change the country in the bottom left corner of the page by choosing the United Kingdom as your currency.

How do I place an order?

Simply browse our online shop, add your chosen items to your basket (visible in the top right-hand corner of the screen), and select Checkout when you are ready. Follow the on-screen prompts to enter your delivery address and payment details to complete your purchase.

Discounts, promotions & offers

All promotions are subject to availability and while stocks last. We reserve the right to end a promotion at any time.

What payment methods do you accept?

We accept major credit and debit cards, including:
• Visa
• Mastercard
• Maestro
• American Express
We also accept payments via PayPal and Apple Pay & Google Pay.

Change Delivery Address using Paypal Express

We have had one or two customers asking where they can change the delivery address if using PayPal Express. This option is available once you have logged into PayPal, and appears at the top of the window before you choose the preferred card for payment. This has been highlighted in the yellow box as shown in the image below.

Will I receive an order confirmation?

Yes. Once your order has been successfully placed, you will receive an automatic confirmation email detailing your purchase. If you do not see it in your inbox, please check your junk or spam folder.

Can I amend or cancel my order after placing it?

We aim to process and dispatch orders as quickly as possible. If you need to change or cancel your order, please contact our team immediately. While we cannot guarantee changes once an order has entered the fulfilment process, we will do our best to accommodate your request.

For EU customers wishing to withdraw their order before fulfilment has been completed then click here.

What are your delivery options and costs?

UK

Standard UK delivery starts at £4.99 per order.

Standard delivery orders are dispatched via carrier and typically take 3 to 5 working days to arrive, depending on your location. Please check the delivery details on individual product pages, as bespoke or seasonal items may take longer.

Certain items may be subject to delivery restrictions and might not be available for all delivery services. Any restrictions will be clearly noted in the product information.

European Union

Overseas delivery to the EU is £24.99 per order. Please note that we do not currently offer express delivery for overseas orders.

Certain items may be subject to delivery restrictions and might not be available for delivery to certain locations. Any restrictions will be clearly noted in the product information.

Orders are dispatched via carrier and may take up to approximately 10 working days to arrive, depending on your location. We will endeavour to provide tracking information for your order wherever possible.

Please note that we cannot be held responsible for items confiscated by local customs authorities, delays caused by customs clearance, or any applicable import duties or tariffs.

Rest of the World

Overseas delivery to the rest of the world is £24.99 per order. Please note that we do not currently offer express delivery for overseas orders.

Certain items may be subject to delivery restrictions and might not be available for delivery to certain locations. Any restrictions will be clearly noted in the product information.

Orders are dispatched via carrier and may take up to 15 working days to arrive, depending on your location. We will endeavour to provide tracking information for your order wherever possible.

Please be aware we are not liable for delays resulting from customs clearance, nor are we responsible for any local import duties, tariffs, or items confiscated by destination customs authorities.

As of August 29th, 2025, the US removed its $800 de minimis threshold for commercial imports, meaning all low-value shipments now require a full customs entry, alongside applicable duties, taxes, and clearance fees. To ensure compliance, avoid unnecessary delays, and maintain delivery speed, these shipments are handled via a Delivered Duty Paid (DDP) service, where all import duties and taxes are paid upfront.

For any other countries where taxes are collected at checkout, orders will also be sent via a Delivered Duty Paid (DDP) service to ensure delivery to your address with no separate customs charges.

How can I track my order?

Once your order has dispatched, we will send you a shipping confirmation email containing your tracking information and a link to monitor your package's progress.

What should I do if my order has not arrived?

If your order has not arrived within the estimated delivery timeframe, please check your tracking link first. If you require further assistance, contact us at onlineshop@nts.org.uk with your order number, and we will investigate.

What is your return policy?

We hope you love your purchase! However, if you are not entirely satisfied, we are happy to help resolve the situation for you. Contact us within 28 days of delivery to notify us of any issues via onlineshop@nts.org.uk. Please note, items should be in their original, unused condition with all packaging intact.

You can find out more about our returns policies in our Terms & Conditions.

How do I return an item?

Please contact us at onlineshop@nts.org.uk, and we will provide you with the return instructions.

Are any items non-refundable?

For hygiene and safety reasons, certain products cannot be returned unless they are faulty.

These include:

Perishable goods (such as hampers, food and drink items)

Customised or personalized items, such as our Surname Origin and History prints

Pierced jewellery

Unsealed toiletries or cosmetics

How long do refunds take to process?

Once we receive and inspect your returned item, your refund will be processed back to your original payment method within 5–10 working days.

How does my purchase support the National Trust for Scotland?

Every purchase made through our online shop directly supports the work of the National Trust for Scotland. Your purchase helps us protect, preserve, and share Scotland's magnificent heritage, countryside, and historic sites for generations to come.

What if I cannot find the item I am looking for?

If you cannot find the product you are looking for, please get in touch at onlineshop@nts.org.uk and we will be happy to help. We can also help you find your nearest National Trust for Scotland shop and check local stock levels for you.

How can I contact Customer Support?

If you have any further questions or need assistance with an order, please reach out to our team:

Email: onlineshop@nts.org.uk

Opening Hours: Monday to Friday, 9:00 AM – 5:00 PM (GMT)