Online Shop Customer Care & FAQs


Can I still order online or over the phone?

Our online shop is open and you can still place orders online through

Our offices are closed in line with the government’s announcement to limit non-essential travel, so we cannot accept orders by phone at this time.

Where’s my order and when will it be dispatched?

We’re working closely with our fulfilment partners to ensure that the safety of our staff is our top priority. All orders will be dispatched as quickly as possible, although there may be some delays to our normal service. If we anticipate that there will be a delay in dispatching your order, we will get in touch with you by email as soon as we can.

How will my order be delivered?

We’ve been advised by our couriers that they’re taking every possible step to ensure contact-free deliveries where possible. Government guidance states that there’s currently no evidence to suggest that COVID-19 can be transmitted from packages or parcels. If this position changes, then we’ll review and make changes as necessary.

When will my order be delivered?

UK deliveries are currently running on time, however this may be subject to change. We’re in regular contact with our suppliers and couriers and will let you know as soon as we can if there is a delay to your order or if we can’t fulfil it.

International delivery carriers are currently experiencing delays worldwide. Where we can, we will notify you of any delays as soon as we become aware of them.

How can I contact you about my order?

If you have any queries about your order, please email and a member of our team will come back to you as soon as we can.

Shopping with us


Visit and view items by category and collection (eg Home & Garden, Christmas, Outlander).

If you can’t find the product you’re looking for, please contact and we’ll be happy to help you find the perfect item for you. We can also help you find your nearest National Trust for Scotland shop to check local stock levels for you, when our shops are open.

Placing an order

Once you’ve found the item you’d like to purchase, click Add to Basket to add it to your shopping basket (visible in the top right-hand corner of the screen). You can then add more items to your basket, or continue to the checkout.

Once you’ve completed your order, you’ll receive an order confirmation with the items that you’ve ordered and your unique order number.

If you need to make any changes to your order, please contact us as soon as possible at and we’ll do our best to make any changes prior to dispatch.

Discounts, promotions & offers

Discounts, promotions and offers may have specific terms and conditions. Current promotions are detailed below.


We offer the following delivery services depending on your location:


Standard UK delivery is £4.99 per order.

Standard delivery orders are dispatched by carrier and normally take between 3 and 5 working days to arrive, depending on your location.

Certain items may be subject to delivery restrictions, and may not be available on certain delivery services. This will be displayed in the product information.


Overseas delivery is £19.99 per order. Please note we do not currently offer an express delivery for overseas deliveries.

Certain items may be subject to delivery restrictions, and may not be available for delivery to certain locations. This will be displayed in the product information.

Orders are dispatched by carrier and can take up to 15 days, depending on your location. We’ll endeavour to provide delivery tracking information for your order.

We cannot be held responsible should local customs authorities wish to confiscate any items, for any delays in customs clearance, or for any import duties.

Returns, exchanges & refunds

If there’s an issue with your order, or you’re not happy with an item you’ve purchased, we’re happy to help resolve the situation for you. Contact us within 28 days of delivery to notify us of any issues via

Please note some items are excluded from our returns policy – these include items with a sanitary seal which has been broken or opened, eg CDs, DVDs as well as earrings.

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

Contact us

If you need to get in touch, you can: