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Postage & Packaging

Postage and Packaging charges are added to the cost of your order according to the weight of the goods you order. You will be shown the exact cost of the delivery charge before completing your transaction.

Orders are sent second class for UK orders and by airmail for overseas orders.

Dispatch & Delivery Times

We aim to process and dispatch all orders within 2-3 working days. During busy periods this time can increase and we will endeavour to dispatch orders as soon as possible.

For " In Stock" items, typical delivery is: UK 2-3 days; EU 7-16 days; International 7-20 days.

Delivery Delays

While every attempt is made to deliver goods within the estimated time, some delays are inevitable due to unforeseen factors.

If the delivery address is within the UK and you have not received your order (or an email from us offering an alternative delivery schedule) within 10 working days of placing it on our website, please contact us.

For international orders, please allow up to 28 days for delivery. 

New Lanark Trading Ltd do not warrant or guarantee the specified delivery date, and shall have no liability for any loss, damage, expenses or other claims that you may incur as a result of late delivery. Once you have received your purchase, you become the owner of those items and they will be held at your own risk.

Order Withdrawal

Customers may withdraw their order prior to the order being marked as "dispatched". Customers may withdraw an order by emailing retailadmin@newlanark.org or by completing our online "Contact Us" form with the relevant order information and a clear statement of their intention to withdraw the order. 

Cancellation & Return

Customers may cancel an order up to 14 days after receipt of delivery of the goods. Customers may cancel an order by emailing retailadmin@newlanark.org or by completing our online "Contact Us" form with the relevant order information and a clear statement of their intention to cancel the order.

Customers must return the goods in "as new" condition within 14 days of notifying New Lanark Trading Ltd of their intention to cancel the order and a refund will be processed as soon as possible thereafter, but no later than 14 days after receipt of return delivery.

Goods must be returned to New Lanark Trading Ltd, The Gift Shop, Mill 2, New Lanark Mills, New Lanark, ML11 9DB. The cost of returning the goods is the responsibility of the customer. We suggest for your own protection that you use registered post. The original dispatch note should be returned with the goods to ensure speedy processing. New Lanark Trading Ltd retains the right to deduct an amount from the reimbursement if the value of the returned goods has been diminished due to the customer handling them beyond what is necessary to establish their nature, characteristics and function.

We will not charge a restocking fee for returned items.

Any goods with manufacturing faults on arrival will be replaced or refunded.

This does not affect your statutory rights.

SAGEPAY

When you shop with us, our secure server encrypts all of your personal information, including name, address and credit card information. We use SagePay which are an industry leader in secure internet transactions. SagePay are used by thousands of other UK businesses for transaction security.

All transaction information passed between our website and the SagePay Payment System is encrypted using 128-bit SSL certificates. No cardholder information is ever passed unencrypted and all messages from SagePay are signed using MD5 hashing to prevent tampering. You can be completely secure in the knowledge that nothing passed to SagePay can be examined, used or modified by any third parties attempting to gain access to sensitive information.

Once on the SagePay system, all sensitive data is secured using the same internationally recognised 256-bit encryption standards used by, among others, the US Government. The encryption keys are held on state-of-the-art, tamper proof systems in the same family as those used to secure VeriSign's Global Root certificate, making them all but impossible to extract. The data they hold is extremely secure and they are regularly audited by the banks and banking authorities to ensure it remains so.

SagePay has multiple private links into the banking network that are completely separate from the Internet and which do not cross any publicly accessible networks. Any cardholder information sent to the banks and any authorisation message coming back is secure and cannot be tampered with.

No individuals within our company or SagePay are able to decrypt transaction information or cardholder data. Their systems only allow access to our most senior staff and only in extenuating circumstances (such as investigations of Card Fraud by the Police). Your card information is secure even from their own employees because the systems never display the full card numbers, even on administration screens.