Customer Services
Your Questions Answered

• Is it safe to use my credit card online?  
• What forms of payment do you accept?  
• Can I pay with American Express, Electron or Diners Club?
• Can I order by telephone?  
• Can I make an international (non-United Kingdom) purchase?
• How will my order be delivered?
• How much do you charge for postage/shipping (Publications only)?
• Are international deliveries subject to import duties and taxes?
• What is your returns policy?
• How soon will I get my order?
• What are the conditions of my membership discount?
  

Is it safe to use my credit card online?
Our online payments utilise the Royal Bank of Scotland's secure online transaction service WorldPay so we never see your credit or debit card details. As soon as you reach the payment screen, you are passed to The Royal Bank of Scotland's WorldPay service.

The bank processes the payment for us and informs both you and ourselves when the transaction is complete. You are then returned to the Historic Scotland site.

Historic Scotland does not receive, view or retain your credit or debit card details when you buy online. The WorldPay Secure Payment Site employs the highest standards of security and is authenticated by Verisign.


What forms of payment do you accept?
All online transactions are made via credit or debit card. We accept Mastercard, Visa, Solo, Maestro, Visa Debit and JCB. You can check the status of your order at any time by signing in to the Historic Scotland online shop.



Can I pay with American Express, Electron or Diners Club?
Unfortunately our online shop cannot accept these cards.


Can I order by telephone?
Conservation publications can be ordered over the phone by contacting Technical Conservation Group on 0131 668 8638.

Admission and Event tickets can only be bought online or directly at the property


Can I make an international (non-United Kingdom) purchase?
Yes, we can process online transactions that do not originate from within the United Kingdom. Visit www.xe.com for an online currency converter.


How will my order be delivered?

Admission and Event tickets
An email confirmation with voucher(s) attached will be issued and can be exchanged for entry at the site they were purchased for.

Conservation Publications
Will be despatched using either Royal Mail or Parcel Force depending on weight.

An email will be sent within three working days of receiving an order for publications, giving details of expected despatch and delivery date. Please allow up to 28 days for delivery. This may be longer for overseas orders.

Note: If you change your billing details and save the changes, your details will have to be confirmed by our staff before another order is dispatched to you. You will also only be able to receive deliveries at your given billing address until the details have been confirmed.


How much do you charge for postage/shipping (only applies to Conservation Publications)?

When you complete your online order form, where relevant, your shipping charges are automatically calculated and displayed before you complete your transaction as follows:

Shipping Charges according to weight in grams (g) / kilograms (kg).

Are international deliveries subject to import duties and taxes?

For delivery overseas, you may be subject to import duties and taxes which you will have to pay when the package reaches your country.


What is your returns policy?

Faulty or damaged Conservation Publications purchased both online and in our properties may be refunded or exchanged with proof of purchase within 28 days. Refunds will be made against the original form of tender where possible except in respect of sales goods. Unless the product is damaged or faulty, postage costs will not be refunded.  

Conservation publications:  Publications Dept, Technical Conservation Group, Historic Scotland, Longmore House, Salisbury Place, Edinburgh, EH9 1SH. Telephone 0131 668 8638.

Admission and Event Tickets: are non-refundable. Refunds may be available in special circumstances and will be made at the sole discretion of Historic Scotland. Email hs.ticketing@scotland.gsi.gov.uk or tel +44 (0) 131 668 8081.


How soon will I get my order?

We process your order within 48 hours (or less) of receiving it, during regular business hours (Monday to Friday, 9 am to 5 pm GMT). Conservation Publications will be despatched using Royal Mail or Parcel Force depending on weight. Please allow up to 28 days for delivery. This may be longer for overseas orders.


What are the conditions of my membership discount?

The membership 20% discount is not applicable to life memberships, admission tickets, explorer passes, the hire of Historic Scotland properties, sale items in the online shop or the Edinburgh Castle webstore (www.edinburghcastle.gov.uk) and purchases in our cafes and restaurants.However a 10% discount is available at the catering facilities of Fort Geroge and Edinburgh, Stirling & Urquhart castles.

Members of Historic Scotland are entitled to 20% retail discount on all products except phonecards, stamps and reduced items sold in Historic Scotland shops at our properties, through our Retail Department at Longmore House and through our website. The discount does not apply at Calanais, Duff House, Dundonald Castle, Kinnaird Head Lighthouse, Skaill House or the Whithorn Trust Discovery Centre.


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