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Frequently Asked Questions

COVID-19 update

Following a stringent risk assessment process we have reopened our online shop distribution with our full product range now available again to online customers.

As the current Covid-19 situation continues, the health and wellbeing of our staff  remains paramount and we have put in place the required social distancing and hygiene measures to ensure a safe working environment.

We’re looking forward to engaging with our customers and supporting our suppliers again through the HES Online Shop. 


If your delivery address is out with the United Kingdom, you may be subject to import duties and taxes which are levied once a shipment reaches your country.  Any charges such as this for customs clearance must be borne by you. Due to Brexit, this could be more prevelant as of the 1st January 2021.

Please note we cannot refund any customs charges in the case of returns, however you may be able to claim this back through your local customs office.

Pay It Forward Initiative

You have the option to purchase a book at half the normal price which we will donate to a charity on your behalf. Books will be donated to both CHAS - Children's Hospices Across Scotland and Edinburgh based charity Dr Bell's Family Centre.

Please select your order type when placing your order:

Standard - you will receive a copy of the book, Pay it forward - we will donate a copy of the book on your behalf, or Bundle where you will receive a copy and a copy will be donated by us on your behalf.

Books included in the offer:

Little Explorers: Scottish Castles, Little Explorers: Skara Brae, Edinburgh Castle for Kids, Awesome Scottish Castles Sticker and Activity Book or a Bundle consisting of the above 4 titles.

Membership discount is not applicable to any Pay it Forward book orders.

Why can't I add an item to my shopping basket?

If you are unable to add an item to your shopping basket, it is either out of stock or there is insufficient quantity available.

Certain products are restricted for delivery dependant on the delivery destination. This will be noted in the product description and at the checkout stage.

How do I know if the order has been placed?

You'll know your order has been placed when you reach a page that says "Order Complete" which displays the following message: "Thank you. Your order has been successfully processed". You will also receive an order confirmation email.

For more information please consult our Ordering Help page.


Alcohol products are only available to purchase by those over 18 years old.

Alcohol is only available for delivery within the UK and can only be delivered to a person over 18 years old. ID will be requested from the delivery provider at the time of delivery to ensure this is received by someone 18 years old or over and delivery will be refused if ID is not available.

Where do you deliver?

We deliver to the below countries:

Destination Delivery Time  Cost 
Scotland, England & Wales Next working day £5
Northern Ireland 2 days £13
Ireland 2-3 days £13
France 2-3 days £14
Germany 2-3 days £14
Spain 2-3 days £15
Netherlands 2-3 days £13
Italy 2-3 days £15
USA - East Coast Next working day £28
USA - Other 2-3 days £28
Canada 2-3 days £22
Australia 5-7 days £26


For more information please consult our Delivery Information page.

Please ensure a contact phone number is entered in your delivery address details otherwise we will not be able to dispatch your order.

Please note, there may be longer delivery times during periods when promotions are running, please allow for this.

Why hasn't my order arrived?

If your order has not arrived within the specified timeframe, try the following:
• Click the tracking link on your dispatch confirmation email to see your order’s status.
• If you were out at the time of delivery, you'll receive a UPS Info Notice to rearrange delivery. For more information please visit the UPS website  or the Royal Mail website depending on who the order was shipped with.

How do I track my order?

You can track your order using the tracking number and the link on your dispatch confirmation email, or by visiting the UPS website.

Can I cancel my order?

Please see our Returns Policy for full details, referring to the International Returns section for any international orders.

An item is missing from my order. What should I do?

Check the dispatch note enclosed in your parcel to see a list of the items that should be in your parcel. If something is listed but not in your parcel, please contact us.

Why has my order been cancelled?

During busy periods demand may outweigh the amount of stock we have and we may not be able to fulfill your order. If this is the case, we will let you know as soon as possible.

How do I return my order?

Please see our Returns Policy for full details, referring to the International Returns section for any international orders.

Have you received my returned items?

Once we have received your return we will send you an email to confirm the receipt of your return. Please allow up to 14 days from this date for your refund to be processed.

Which forms of payment do you accept?

We accept the following methods of payment: Visa, Mastercard and JCB.

When entering your card details please ensure:
• You have entered the correct card type (e.g. Mastercard, Visa)
• You have entered your card number correctly (this is the 16 digit number on the front of your card)
• You have used the correct cardholder’s name
• You have entered the expiry date correctly
If you experience problems with entering your payment details please contact us.

What is a security code?

The security code (CVV2 number) on your credit/debit card is required for all transactions. The last three digits on the back of your card where the signature strip is make up your CVV2 number. If you cannot read your CVV2 number, please contact your card issuer.

Why has my card been declined?

Only your bank or card issuer can tell you why your card has been declined. If you receive notification that your credit or debit card has been declined, you must contact your bank or card issuer to find out why.

I am a Historic Scotland member, can I get my retail discount online?

If you are a member of Historic Scotland, you can receive a 20% discount through our online shop* using the member’s discount code.

Please consult the latest edition of your member’s magazine, or log into your account on the member’s website to get the current discount code.

You can apply your discount code in the shopping basket before you check out.

Note: Your discount code must be applied at the time of purchase. We are unable to apply a member's discount once an order has been placed.

Please check the terms and conditions of your code; if it does not work on your order, it may be because an item in your shopping bag is excluded from the member’s discount or that the code has expired.

Only one discount code can be used per order. Discount codes cannot be combined or used in conjunction with any other offer/discount.

*exclusions may apply.

Discount cannot be applied to alcohol products and additional products may be excluded. Please contact us for any queries at

Can you deliver to an address other than my billing address?

Your delivery address does not have to match your billing address. After you have provided your billing address you will be given the option to specify a different delivery address.

Please note that once an order has been dispatched no changes can be made.

Can I return items I bought at a Historic Scotland property to the website?

Unfortunately we cannot process returns for items bought from shops at Historic Scotland properties shops. Please return these items to our property shops.

Can I return an item I have purchased online to a Historic Scotland property?

Unfortunately our on-site shops cannot process returns for items bought online. Please see our Returns Policy for information on how to return items purchased online.

Do you offer exchanges?

Should you wish to exchange an item, fill in the returns form in your parcel indicating what item you need to exchange.
Please note that we can only exchange an item for the same style in a different size or colour, that is the same price as your original item, dependent on availability.

Due to hygene reasons we are unable to refund or exchange earrings unless it can be shown there is a manufacturing fault.

Can I return an item received as a gift?

Unfortunately we can only refund online purchases to the original payment method. We currently do not offer gift vouchers for returned items received as gifts.

I'm having technical problems using your website, what should I do?

Please contact us for assistance at

Is there a carrier bag charge for online orders?

Online orders are exempt from the carrier bag charge as our items are not packaged or delivered in single use carrier bags.

For purchases made at our properties, Historic Environment Scotland is required by law to charge a minimum of 5p for every single use carrier bag used by a customer.

We support the Carrier Bag Charge and all funds from our 5p carrier bags go towards the Historic Scotland Foundation, a charitable fund setup to support the work of Historic Environment Scotland. For more information see:


For further information on how to make a complaint and our complaints procedure, please see:

For the EU Online Dispute Resolution Platform please see: