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FAQs - Frequently Asked Questions

My Account

How do I change my account details?

First you go to My Account and sign into account using your Email Address and Password. You can change your information details here. For security purpose, we may ask further necessary information to make sure right identity.

 

What do I do if I have forgotten my password?

You can access My Account and click on “Forgot your password?”. Type your Email in Email Form then we will send you an email that lead you to a form allow to renew your password. For security purpose, we may ask further necessary information to make sure right identity.

 

MY ORDER

How do I place my order?

On the product page, choose your style and size from the drop down menu then hit the “Add To Cart” button and follow next easy steps to complete your order.

Your order will be prepared soon and we will let you know when it’s on its way.

 

How to check my order status?

Go to the Track Order page and enter your order number or your email to track your order status.

 

How can I cancel or modify my order?

After you placed your order, you can request a cancellation or modification by contacting our customer service team within 24 hours.

After 24 hours, your order has been moved to production and it can no longer be modified or cancelled.

In order to cancel an order, please provide us with the details of the items you want to cancel and your order number.

In order to modify an order, please provide us with all the details of your order: order number, style, size and color then specify the item you would like to change it for. We’ll do our best to support you!

 

Why I have not received my order confirmation email yet?

First, double check your inbox, spam folder and other email accounts.

Can’t find it? No worries, just contact us and our customer service team will help you!

 

ScottishClans.Co

How does Scottish Clans operate and offer such incredible pricing?

Scottish Clans is an online retailer of custom designed apparel. As we provide, print-on-demand and ship our products directly from the supplies to you, without middlemen putting their mark-ups on our products, you get the highest quality product for an incredible price!

Want more info on Scottish Clans, check out our About Us section!

 

OUR PRODUCTS

What materials does ScottishClans.Co use?

First, we hate substandard goods! We always try our best to make sure we deliver you high-quality products using premium materials.

For further information on the materials we use, click on the Product Details link available on each product page.

 

I don’t know which size to choose, Can you help me?

In order to choose your suitable size and best fit please use the sizing chart information provided on our product pages via the Product Details link.

 

OUR GUARANTEE

All of our merchandises are carefully inspected for quality and we will reprint any defective apparel, damaged item, poor-quality printing or incorrect item free of charge. Please consult to our return and refund policy for further details.

 

PAYMENT

What type of payments are accepted?

We accept Visa, Mastercard and Paypal.

 

When will my card be charged?

Right after your order has been successfully placed.

 

What is the type of currency on your store?

We support over 140 currencies. You'll have the option of changing the currency to USD or any currencies you want through the drop down menu at the top right corner of any our our pages.

 

HOW SECURE IS MY PERSONAL INFORMATION?

ScottishClans.Co adheres to the highest industry standards to protect your personal information when you checkout and purchase from our online store.

Your credit card information is encrypted during transmission using secure socket layer (SSL) technology, which is widely used on the Internet for processing payments. Your credit card information is only used to complete the requested transaction and is not subsequently stored.

 

SHIPPING & DELIVERY INFO

When can I expect to receive my package?

Every single item on ScottishClans.Co is custom printed just for you, and it will take us 2-10 business days to print and make sure your order is everything you hoped it would be prior to shipping.

 

Production time of Shirts: 2-4 business days

Production time of Home Decor, Shoes, Boots, Luggage Covers, Hooded Blankets, Car Seat Covers, Bedding & Bags: 5-10 business days

 

Please note: Some of our items are so popular and high-demand that the shipping times may take longer than the estimates below.

US Shipping Time Estimates

Shirts: 1-2 Weeks

Other products: 2-3 Weeks

International Shipping Time Estimates

Shirts: 2-3 Weeks

Other products: 2-4 Weeks

*Please read the note below for International buyer and duty fees.

 

Can I track my package?

A Tracking Number will be sent to you by email 9-12 days after your order has been placed. If you haven’t received your tracking number within the time frames above, please contact our customer support team here and we’ll be happy to assist!

Please note:

It may take up to 24 hours for your package to show up in the forwarder's tracking system.

For International orders, tracking information is available until the package leaves its country of origin. After that, there might be no further tracking.

 

I never received my package, what should I do?

If your item has not arrived within 45 days for apparel products and 60 days for home decor products, shoes, boots, luggage covers, car seat covers, hooded blankets and bags after the day you placed the order, contact one of our customer service team through our Contact Us page and we will do our best to help you!

 

International buyers! - What about customs? Will I be charged for duties or custom when my package arrives in my country?

Import duties, taxes, charges and custom fees are not included in the item price or the shipping fee. These charges vary from one country to another and are the buyer's or recipient’s responsibility. We can not predict whether you will be charged for custom taxes or how much the taxes will be.

Please check with your country's customs office for more details.

 

Feel free to contact our customer support team for more necessary information.

*Shipping to the following countries may take over 60 days for certain products:

Please be informed that all orders shipped to Mexico, Bulgaria, Romania, French Polynesia and all countries in Africa (South Africa, Cape Verde, …) and countries in South America (Peru, Chile, Argentina, …) usually take 2-4 months to arrive due to the delays from customs and local post offices.

*All items except for our shirts & hoodies cannot be shipped to the following countries: Guatemala, Bolivia, Peru, Montenegro, Syria, Kuwait, Georgia, North Korea, Jordan, Ecuador and Morocco.*

*Canvas sets can only be shipped to the USA*

 

RETURN AND REFUND

I ordered the wrong size or color for my products, what should I do to fix that?

For any modifications within 24 hours after ordering go to the MY ORDER section above on this page for further details.

As every single item on ScottishClans.Co is custom printed to order, we can’t exchange your product. However, your satisfaction is our priority and we will do our best to find a solution that will make you happy! Please contact our customer service for assistance.

 

I’m not satisfied with the printing quality of the product, what should I do now?

We’ll take it back if you’re not satisfied with your item! All of our products are carefully inspected for quality and we will reprint any defective apparel, free of charge. Please see our return and refund policy for further details.

 

I received the wrong item for what I ordered, what should I do now?

We apologize for any inconveniences, please send us a photo of the item received and we’d be delighted to help you right away by offering a free replacement order.

Please visit our return and refund policy page for further instructions or if none of the above answer to your question.

 

CUSTOM DESIGNS

I have an incredible design, can I send it to you and have it printed on a product?

We’d love to see your incredible design and print it for you!

Just send your design to admin@scottishclans.co and provide us with the style, color and size you want.

 

GET IN TOUCH

At ScottishClans.Co we really value our customers and if none of the above answered your questions, feel free to contact us by email at admin@scottishclans.co

 

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