INTERNATIONAL SHIPPING POLICY
Customs and Import Fees
Orders shipped from the UK to destinations outside the UK may be subject to customs regulations and import charges. Any duties, taxes, or import fees imposed by the destination country are not included in your cart total and are the responsibility of the recipient.
To help minimise customs delays, we invoice international customers for applicable fees at the time of purchase. These charges are calculated based on your order total and include a small administrative fee. A secure payment link will be emailed to you, and your order will be dispatched once the outstanding balance has been paid.
The Walled Garden Trading Company has no control over the decisions, procedures, or charges imposed by customs authorities in any international destination. We cannot accept responsibility for customs-related charges, delays, or issues arising from customs processing, import regulations, or actions taken by customs authorities in the destination country.
Delayed, Missing or Undelivered Parcels
Once your order has been dispatched, it is the customer's responsibility to monitor the tracking information provided and keep up to date with the delivery progress of their parcel.
If your order has not arrived within 14 days of receiving your shipping notification, you must contact us immediately at sales@gordoncastlescotland.com. We will investigate the matter and submit a claim to the courier where appropriate. Following our investigation, we will arrange a refund or replacement where necessary and in accordance with our policy and applicable consumer law.
You must notify us of any missing or undelivered parcel within 30 days of your shipping notification. We cannot guarantee that claims or refund requests reported after this 30-day period will be accepted. Customers are therefore strongly advised to monitor their tracking information and report any delivery problems promptly.
We incur courier charges when orders are dispatched, even when parcels are subsequently delayed or reported as undelivered. Failure to monitor tracking information or notify us of a delivery issue within the specified timeframe can make it significantly more difficult to investigate the matter and recover the costs from the courier.
We reserve the right to refuse refunds where permitted by applicable law. Nothing in this policy affects any statutory consumer rights that cannot legally be excluded.
