Frequently Asked Questions

We are deadly serious about making Gladstone's Luxury Dry Goods not only brilliant but also very different to most companies.
If you need anything please do get in touch with us.

Orders and Returns

Order and Returns Policy

First, please do remember that we are a small business, and as such we are here to help you. If we can make you happy then everyone wins.

Placing an order

Our priority is to help you find the right piece from our collection. We want you to enjoy it so we understand that you may have some questions. Please feel free to email us at hello@gladstonesluxurydrygoods.co.uk before placing an order if you have any questions about a product at all. We will respond as soon as we can.

Shipping

Each order is wrapped in our studio at Hawarden by us. Orders will be shipped as soon as possible but no later than 2 working days after an order is placed.

Postage is calculated on the weight and size of each order.

All UK mainland orders will be shipped via Royal Mail signed for delivery. Please allow 1-3 business days from order placement to receive your goods.

Tracking information is included with a confirmation note once your order has been shipped. Additional shipping costs for returns, rejected or returned to shipper packages are the responsibility of the customer.

If you have any questions about your order please email hello@gladstonesluxurydrygoods.co.uk and we can help you.

For international shipments, the receiver is responsible for customs/duties fees incurred from importing goods.

Collecting an order from us.

If you would like to pick up your order from Hawarden, please select the pick-up option during checkout. Orders will be ready for pickup within 1-2 days of the order being placed. We’ll be in touch with you to discuss where (and when) you can collect it, but that will either be from the studio or somewhere nearby.

Studio returns

Returns are accepted within 28 days of order delivery for an exchange or a refund. Returned merchandise must be in original condition with the original tags attached. Returns must be delivered back to the studio within 28 days of initial delivery. Refunds are credited to the original form of payment.

If you need a gift receipt or want to extend the return window then please email us when you place the order.

We are here to help make this stress-free and simple.

To make a return, email hello@gladstonesluxurydrygoods.co.uk and we’ll help to sort everything out. Customers are responsible for all additional shipping costs for returns and exchanges. All return shipments must be sent with ‘Signature Required’ delivery - any packages sent without this option, and aren’t received back to us will not be refunded.

One annoying thing. Cancelling an order.

In the unlikely event that you need to cancel an order after it has been placed (complete or partial) - we may not return the payment processing fee between 2.4% - 3.4% (depending on the method of payment) of the total order value. Alternatively, we can offer a store credit for the purchase amount.

How long does shipping usually take?

Standard shipping typically takes 2–3 business days, while express shipping arrives within 1–3 business days. Delivery times may vary slightly depending on your location.

Gladstone's Luxury Dry Goods a trading name of Glen Dye Cabins and Cottages is committed to protecting and respecting your privacy. This notice explains why we collect your personal information and how we use it when you enquire about or purchase any item from us.

This is the privacy notice of Glen Dye Cabins and Cottages. This notice applies to you if we process your personal information.

All data protection matters are managed at Gladstone's Luxury Dry Goods Head Office: Glen Dye Home Farm, Bridge of Dye Steading, Strachan, Banchory, AB31 6LT. Enquiries can be sent to hello@gladstonesluxurydrygoods.co.uk.

We may collect personal information about you (such as your name, address, contact details and IP address) when you:

visit our website.contact us by telephone, email, social media, letter, or any other form of communication.
visit our office.
fill in any of our contact or web forms.
register to receive alerts or updates.
request information from us.

We will only use your personal information where we have your consent, or we have another lawful reason for using it.

When you make an enquiry via our website, competitions, email, telephone or via social media we will collect and retain information that you have provided to us, which may include:

your contact details (name, email, phone numbers, address.
your communication preferences.
the source of your enquiry.
any information you provide through a feedback or survey form.
IP address.

We require this information to effectively follow up your enquiry and meet your needs. If you do not provide adequate information, we may not be able to do this.

You do not have to provide any data information to use our website. However, certain sections, or services provided within the website, may not be accessible if you choose not to share any information with us.

We also collect data from social media sites (such as Facebook, Twitter X, Instagram, Pinterest, Tik Tok and YouTube).

As we follow up your enquiry we will process further information, including:

notes on conversations and meetings you have had with us.
any correspondence we send and/or have received from you.

We may, during your relationship with Gladstone's Luxury Dry Goods, request additional information from you which is relevant to the provision of specific services.

Any telephone calls either to or from our teams may be recorded for training, monitoring, compliance, and security.

We are required to have a legal basis for processing your personal information. These are most commonly:

to perform or take steps to enter into a contract with you.
to comply with a sale or contract.
where we have your explicit consent, freely given. where it is necessary for our legitimate interests, and these are not overridden by your rights and interests.
When you make an enquiry, on our platforms we will use the personal information we hold about you to take steps towards entering into a contract with you such as to:we will make you aware of new sales releases, offers, events, promotions, and other marketing information based on your consent.we will use your personal information to tailor our products, understand how you heard about us, improve our website and adapt our marketing channels as we have a legitimate interest to do this.

We may use your information to tailor our marketing activity based on your interests and preferences. If you leave feedback on our website, we may use the feedback for marketing and business purposes. As part of your journey with us we may provide you with links to other relevant products and services available from our partners. By making these links available, we are not endorsing third-party websites, their content, products, services, or the owners of these third-party websites. It is your responsibility to make sure that you obtain any information which may be relevant to making a decision, and that you read the privacy and security policy on such third-party websites.

We will not use your information to carry out any automated profiling that could have a legal effect on you. We will not share your customer information with any third party website or services.

We hold and process your personal information entirely within the UK.

What Are Cookies?

Cookies are small text files which are placed on your computer or device when you visit a website or app. HTML Web Storage is similar to cookies but with a greatly enhanced capacity.

Why do we use cookies and other tracking?

To do a few different things:

to remember information about you, so you don't have to give it to us again. And again.
to help us understand how people are using our websites, so we can make them better.
to help us personalise your browsing experience by remembering your preferences and settings.
to link the data recorded from our website cookies to your personal information if you make an enquiry from our website.
to help deliver targeted advertising to other websites.
to find out if our emails have been read and if you find them useful.
to deliver services from 3rd Parties, for example Google Maps.
to store data locally to improve the speed of our websites.

What cookies do you use?

Some cookies are required to make our website function properly and it would not work properly without them. We also use functional, performance and advertising cookies to make your experience more relevant and enjoyable.

Also be aware there are some "third-party cookies" out there from other companies that might track how you use different websites, including ours. For instance, you may receive a social media company's cookie when you use an option to share something. We don't control these cookies, so we suggest you check the third-party websites for more information about their cookies and how to manage them.

How long do cookies last?

Some are erased when you close the browser on your website. Others stay longer, sometimes forever, and are saved onto your device so that they're there when you come back.

How do I control my cookies and tracking?

You can choose to restrict or block cookies though your browser settings at any time, for more information on how to do this and cookies in general visit https://www.aboutcookies.org.

Be aware that stopping cookies might mean some of the functions on our website become unavailable or might not work properly for you.

Another way to control some tracking is in the settings on your device.

Terms and Conditions

Overview

This website is operated by Gladstone's Luxury Dry Goods. Throughout the site, the terms “we”, “us” and “our” refer to Gladstone's Luxury Dry Goods. Gladstone's Luxury Dry Goods offers this website, including all information, tools and Services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies and notices stated here.

By visiting our site and/ or purchasing something from us, you engage in our “Service” and agree to be bound by the following terms and conditions (“Terms of Service”, “Terms”), including those additional terms and conditions and policies referenced herein and/or available by hyperlink. These Terms of Service apply to all users of the site, including without limitation users who are browsers, vendors, customers, merchants, and/ or contributors of content.

Please read these Terms of Service carefully before accessing or using our website. By accessing or using any part of the site, you agree to be bound by these Terms of Service. If you do not agree to all the terms and conditions of this agreement, then you may not access the website or use any Services. If these Terms of Service are considered an offer, acceptance is expressly limited to these Terms of Service.

Any new features or tools which are added to the current store shall also be subject to the Terms of Service. You can review the most current version of the Terms of Service at any time on this page. We reserve the right to update, change or replace any part of these Terms of Service by posting updates and/or changes to our website. It is your responsibility to check this page periodically for changes. Your continued use of or access to the website following the posting of any changes constitutes acceptance of those changes.

Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and Services to you.

SECTION 1 - ONLINE STORE TERMS
By agreeing to these Terms of Service, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site.

You may not use our products for any illegal or unauthorised purpose nor may you, in the use of the Service, violate any laws in your jurisdiction (including but not limited to copyright laws).
You must not transmit any worms or viruses or any code of a destructive nature.
A breach or violation of any of the Terms will result in an immediate termination of your Services.

SECTION 2 - GENERAL CONDITIONS
We reserve the right to refuse Service to anyone for any reason at any time. You understand that your content (not including credit card information), may be transferred unencrypted and involve (a) transmissions over various networks; and (b) changes to conform and adapt to technical requirements of connecting networks or devices. Credit card information is always encrypted during transfer over networks.

You agree not to reproduce, duplicate, copy, sell, resell or exploit any portion of the Service, use of the Service, or access to the Service or any contact on the website through which the Service is provided, without express written permission by us.

The headings used in this agreement are included for convenience only and will not limit or otherwise affect these Terms.

SECTION 3 - ACCURACY, COMPLETENESS AND TIMELINESS OF INFORMATION
We are not responsible if information made available on this site is not accurate, complete or current. The material on this site is provided for general information only and should not be relied upon or used as the sole basis for making decisions without consulting primary, more accurate, more complete or more timely sources of information. Any reliance on the material on this site is at your own risk.

This site may contain certain historical information. Historical information, necessarily, is not current and is provided for your reference only. We reserve the right to modify the contents of this site at any time, but we have no obligation to update any information on our site. You agree that it is your responsibility to monitor changes to our site.

SECTION 4 - MODIFICATIONS TO THE SERVICE AND PRICES
Prices for our products are subject to change without notice.

We reserve the right at any time to modify or discontinue the Service (or any part or content thereof) without notice at any time.

We shall not be liable to you or to any third-party for any modification, price change, suspension or discontinuance of the Service.

SECTION 5 - PRODUCTS OR SERVICES
Certain products or Services may be available exclusively online through the website. These products or Services may have limited quantities and are subject to return or exchange only according to our Refund Policy.

We have made every effort to display as accurately as possible the colors and images of our products that appear at the store. We cannot guarantee that your computer monitor's display of any color will be accurate.

We reserve the right, but are not obligated, to limit the sales of our products or Services to any person, geographic region or jurisdiction. We may exercise this right on a case-by-case basis. We reserve the right to limit the quantities of any products or Services that we offer. All descriptions of products or product pricing are subject to change at anytime without notice, at the sole discretion of us. We reserve the right to discontinue any product at any time. Any offer for any product or Service made on this site is void where prohibited.

We do not warrant that the quality of any products, Services, information, or other material purchased or obtained by you will meet your expectations, or that any errors in the Service will be corrected.

SECTION 6 - ACCURACY OF BILLING AND ACCOUNT INFORMATION
We reserve the right to refuse any order you place with us. We may, in our sole discretion, limit or cancel quantities purchased per person, per household or per order. These restrictions may include orders placed by or under the same customer account, the same credit card, and/or orders that use the same billing and/or shipping address. In the event that we make a change to or cancel an order, we may attempt to notify you by contacting the e‑mail and/or billing address/phone number provided at the time the order was made. We reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, resellers or distributors.

You agree to provide current, complete and accurate purchase and account information for all purchases made at our store. You agree to promptly update your account and other information, including your email address and credit card numbers and expiration dates, so that we can complete your transactions and contact you as needed.

For more details, please review our Refund Policy.

SECTION 7 - OPTIONAL TOOLS
We may provide you with access to third-party tools over which we neither monitor nor have any control nor input.

You acknowledge and agree that we provide access to such tools ”as is” and “as available” without any warranties, representations or conditions of any kind and without any endorsement. We shall have no liability whatsoever arising from or relating to your use of optional third-party tools.

Any use by you of the optional tools offered through the site is entirely at your own risk and discretion and you should ensure that you are familiar with and approve of the terms on which tools are provided by the relevant third-party provider(s).
We may also, in the future, offer new Services and/or features through the website (including the release of new tools and resources). Such new features and/or Services shall also be subject to these Terms of Service.

SECTION 8 - THIRD-PARTY LINKS
Certain content, products and Services available via our Service may include materials from third-parties.

Third-party links on this site may direct you to third-party websites that are not affiliated with us. We are not responsible for examining or evaluating the content or accuracy and we do not warrant and will not have any liability or responsibility for any third-party materials or websites, or for any other materials, products, or Services of third-parties.

We are not liable for any harm or damages related to the purchase or use of goods, Services, resources, content, or any other transactions made in connection with any third-party websites. Please review carefully the third-party's policies and practices and make sure you understand them before you engage in any transaction. Complaints, claims, concerns, or questions regarding third-party products should be directed to the third-party.

SECTION 9 - USER COMMENTS, FEEDBACK AND OTHER SUBMISSIONS
If, at our request, you send certain specific submissions (for example contest entries) or without a request from us, you send creative ideas, suggestions, proposals, plans, or other materials, whether online, by email, by postal mail, or otherwise (collectively, 'comments'), you agree that we may, at any time, without restriction, edit, copy, publish, distribute, translate and otherwise use in any medium any comments that you forward to us. We are and shall be under no obligation (1) to maintain any comments in confidence; (2) to pay compensation for any comments; or (3) to respond to any comments.

We may, but have no obligation to, monitor, edit or remove content that we determine in our sole discretion to be unlawful, offensive, threatening, libelous, defamatory, pornographic, obscene or otherwise objectionable or violates any party’s intellectual property or these Terms of Service.

You agree that your comments will not violate any right of any third-party, including copyright, trademark, privacy, personality or other personal or proprietary right. You further agree that your comments will not contain libelous or otherwise unlawful, abusive or obscene material, or contain any computer virus or other malware that could in any way affect the operation of the Service or any related website. You may not use a false e‑mail address, pretend to be someone other than yourself, or otherwise mislead us or third-parties as to the origin of any comments. You are solely responsible for any comments you make and their accuracy. We take no responsibility and assume no liability for any comments posted by you or any third-party.

SECTION 10 - PERSONAL INFORMATION
Your submission of personal information through the store is governed by our Privacy Policy.

SECTION 11 - ERRORS, INACCURACIES AND OMISSIONS
Occasionally there may be information on our site or in the Service that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping charges, transit times and availability. We reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders if any information in the Service or on any related website is inaccurate at any time without prior notice (including after you have submitted your order).

We undertake no obligation to update, amend or clarify information in the Service or on any related website, including without limitation, pricing information, except as required by law. No specified update or refresh date applied in the Service or on any related website, should be taken to indicate that all information in the Service or on any related website has been modified or updated.

SECTION 12 - PROHIBITED USES
In addition to other prohibitions as set forth in the Terms of Service, you are prohibited from using the site or its content: (a) for any unlawful purpose; (b) to solicit others to perform or participate in any unlawful acts; (c) to violate any international, federal, provincial or state regulations, rules, laws, or local ordinances; (d) to infringe upon or violate our intellectual property rights or the intellectual property rights of others; (e) to harass, abuse, insult, harm, defame, slander, disparage, intimidate, or discriminate based on gender, sexual orientation, religion, ethnicity, race, age, national origin, or disability; (f) to submit false or misleading information; (g) to upload or transmit viruses or any other type of malicious code that will or may be used in any way that will affect the functionality or operation of the Service or of any related website, other websites, or the Internet; (h) to collect or track the personal information of others; (i) to spam, phish, pharm, pretext, spider, crawl, or scrape; (j) for any obscene or immoral purpose; or (k) to interfere with or circumvent the security features of the Service or any related website, other websites, or the Internet. We reserve the right to terminate your use of the Service or any related website for violating any of the prohibited uses.

SECTION 13 - DISCLAIMER OF WARRANTIES; LIMITATION OF LIABILITY
We do not guarantee, represent or warrant that your use of our Service will be uninterrupted, timely, secure or error-free.

We do not warrant that the results that may be obtained from the use of the Service will be accurate or reliable.

You agree that from time to time we may remove the Service for indefinite periods of time or cancel the Service at any time, without notice to you.

You expressly agree that your use of, or inability to use, the Service is at your sole risk. The Service and all products and Services delivered to you through the Service are (except as expressly stated by us) provided 'as is' and 'as available' for your use, without any representation, warranties or conditions of any kind, either express or implied, including all implied warranties or conditions of merchantability, merchantable quality, fitness for a particular purpose, durability, title, and non-infringement.

In no case shall Gladstone's Luxury Dry Goods, our directors, officers, employees, affiliates, agents, contractors, interns, suppliers, Service providers or licensors be liable for any injury, loss, claim, or any direct, indirect, incidental, punitive, special, or consequential damages of any kind, including, without limitation lost profits, lost revenue, lost savings, loss of data, replacement costs, or any similar damages, whether based in contract, tort (including negligence), strict liability or otherwise, arising from your use of any of the Service or any products procured using the Service, or for any other claim related in any way to your use of the Service or any product, including, but not limited to, any errors or omissions in any content, or any loss or damage of any kind incurred as a result of the use of the Service or any content (or product) posted, transmitted, or otherwise made available via the Service, even if advised of their possibility. Because some states or jurisdictions do not allow the exclusion or the limitation of liability for consequential or incidental damages, in such states or jurisdictions, our liability shall be limited to the maximum extent permitted by law.

SECTION 14 - INDEMNIFICATION
You agree to indemnify, defend and hold harmless Gladstone's Luxury Dry Goods and our parent, subsidiaries, affiliates, partners, officers, directors, agents, contractors, licensors, Service providers, subcontractors, suppliers, interns and employees, harmless from any claim or demand, including reasonable attorneys’ fees, made by any third-party due to or arising out of your breach of these Terms of Service or the documents they incorporate by reference, or your violation of any law or the rights of a third-party.

SECTION 15 - SEVERABILITY
In the event that any provision of these Terms of Service is determined to be unlawful, void or unenforceable, such provision shall nonetheless be enforceable to the fullest extent permitted by applicable law, and the unenforceable portion shall be deemed to be severed from these Terms of Service, such determination shall not affect the validity and enforceability of any other remaining provisions.

SECTION 16 - TERMINATION
The obligations and liabilities of the parties incurred prior to the termination date shall survive the termination of this agreement for all purposes.
These Terms of Service are effective unless and until terminated by either you or us. You may terminate these Terms of Service at any time by notifying us that you no longer wish to use our Services, or when you cease using our site.
If in our sole judgment you fail, or we suspect that you have failed, to comply with any term or provision of these Terms of Service, we also may terminate this agreement at any time without notice and you will remain liable for all amounts due up to and including the date of termination; and/or accordingly may deny you access to our Services (or any part thereof).

SECTION 17 - ENTIRE AGREEMENT
The failure of us to exercise or enforce any right or provision of these Terms of Service shall not constitute a waiver of such right or provision.
These Terms of Service and any policies or operating rules posted by us on this site or in respect to the Service constitutes the entire agreement and understanding between you and us and governs your use of the Service, superseding any prior or contemporaneous agreements, communications and proposals, whether oral or written, between you and us (including, but not limited to, any prior versions of the Terms of Service).
Any ambiguities in the interpretation of these Terms of Service shall not be construed against the drafting party.

SECTION 18 - GOVERNING LAW
These Terms of Service and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the laws of United Kingdom.

SECTION 19 - CHANGES TO TERMS OF SERVICE
You can review the most current version of the Terms of Service at any time at this page.
We reserve the right, at our sole discretion, to update, change or replace any part of these Terms of Service by posting updates and changes to our website. It is your responsibility to check our website periodically for changes. Your continued use of or access to our website or the Service following the posting of any changes to these Terms of Service constitutes acceptance of those changes.

SECTION 20 - CONTACT INFORMATION
Questions about the Terms of Service should be sent to us at hello@gladstonesluxurydrygoods.co.uk.
Our contact information is posted below:

Gladstone's Luxury Dry Goods
hello@gladstonesluxurydrygoods.co.uk
Glen Dye Estate
Bridge of Dye Steading
Strachan
Banchory
AB31 6LT
VAT Number: 415816945

Country/Region

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