Frequently asked questions from our customers

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How do I place my order?

It’s very easy to place an order. Firstly make sure you’ve seen all we have to offer: on our homepage you can browse by design or by product type. Choose a category from the navigation bar on the left hand side of the site and click on it. You could also browse by clicking on any of the product groupings found at the bottom of the homepage, such as ‘Gifts for Girls’ or ‘Bestsellers’. Once you see an item that you’d like to purchase, just click on its image, then ‘Add to Cart’ (beside the price) to put it in your basket. You can continue to browse, and view your cart at any time by clicking on the button in the top right hand corner (drawing of a basket). When you are ready to pay, just click ‘checkout’ and follow the instructions. We use WorldPay which accepts debit & credit card payments in multiple currencies – it’s completely secure and safe, and instructions on screen will guide you through the process. Please don’t hesitate to contact us by sending us an email if you need any more help with ordering.

What type of payments do you accept?

We accept all major credit and debit cards, and we use WorldPay which is safe, secure and fast. We can also accept payment in multiple currencies.  We also have the option for you to pay securely via PayPal.

How secure are Worldpay and Paypal for making online payments?

WorldPay uses state-of-the-art Secure Socket Layer (SSL), Thawte and proprietory encryption systems to ensure that you are protected at all times when making a purchase. When you fill in the payment form and click the submit button, your details are not sent straight away. What actually happens is that a secure link is set up between your browser and WorldPay and an encryption code is requested and received, which then wraps the order and transaction details before leaving your computer. The encryption code is extremely difficult to break. The end result is shopping online through WorldPay is probably safer than using your credit card at a shop or traditional outlet. Likewise PayPal automatically encrypts your confidential information in transit from your computer to ours using the Secure Sockets Layer protocol (SSL) with an encryption key length of 128-bits (the highest level commercially available). Its completely safe and secure, Please see the Paypal website for further clarification on security - www.paypal.co.uk.

Do I need a Paypal account to purchase on Gilliankyle.com?

Not at all, you do not need to have a PayPal account to purchase from us; you can make one-of payments by entering your card details in the normal way via both WorldPay and PayPal. Of course if you already have a PayPal account you can certainly use it.

If I buy something as a gift, can I send it straight to the recipient?

Yes, you certainly can.  All you need to do is put the items that you want to send directly to them into your shopping basket and then select the country they are in, when you are prompted.  This will calculate the postage/shipping charge for the products chosen.  Then when you are asked to fill in the 'delivery address' please insert the address of your friend/family member.

Is it possible to send to Australia/ New Zealand/ Canada/ America?

Yes, you can send direct to almost anywhere in the planet from our website - we ship worldwide.  In fact, a huge proportion of what we sell on the website is being sent to friends and family living abroad who like to be reminded of home!  Within the EU please allow 3-4 working days and 6-7 days for the rest of Europe. All other destinations will take approximately 10 working days. Timescales and costs vary enormously depending on the destination country, so if time is of the essence please contact us for more information or to arrange a quote for courier delivery.

With the exception of very small parcels sent within Europe we have chosen to send all of our international orders using Airmail's International Signed For service. We know how upsetting it can be if carefully chosen gifts for friends and family go missing in the post (especially over the festive period) and unfortunately this can be a real problem when sending to many overseas destinations. This service requires a signature on delivery for added security. This does add to the cost of shipping, but we think its worth it to make sure it gets there safely and on time. We do not make any profit on our international delivery charges - you simply pay what Royal Mail charges us.

What is your exchange policy?

We take a huge amount of care to ensure that the descriptions, photographs and specifications on our website are as accurate as possible, however, please note that many of our goods are hand screen-printed on natural, organic cloth and this can result in slight variations in colour and print.  If you would like to exchange your goods for another item of equal value (a t-shirt in a different size for example), then please fill in the returns form included with your order accordingly and post your items back to us to be received within 14 days (if longer than 14 days please contact us before returning the goods). If you would like to exchange for an item of different value please contact us before returning your item. 

As you would expect, we cannot refund or exchange used or damaged goods (apart from those damaged in transit

to you - this does not affect your statutory rights), and all goods returned must be in 'as sold' condition. For your own protection, you are strongly advised to obtain proof of postage or shipping when returning goods to us - whatever the reason for the return.  Goods being returned to us but lost in transit remain your responsibility and proof of posting documentation will help you track any delivery which is reported as lost, damaged, mislaid or otherwise undelivered/undeliverable.

What is your returns policy?

We take a huge amount of care to ensure that the descriptions, photographs and specifications on our website are as accurate as possible, however, please note that many of our goods are hand screen-printed on natural, organic cloth and this can result in slight variations in colour and print.  If you decide that you would like to return your order for any reason within 7 days we will be happy to refund the value of the goods using the same method as the original payment - please complete the returns form supplied with your delivery and return the items by post (to arrive with us within 14 days of delivery to you) to the specified address: Gillian Kyle Ltd, c/o Commands, 500 Duntreath Avenue, Glasgow, G15 8TD.

If you would like to give us some feedback about the products or the service you have received, please let us know by emailing us here .

I am interested in selling your items in my shop – how can I find out more?

If you buy for somewhere special and are interested in becoming a stockist we would love to hear from you. We consider each stockist application individually to make sure there is a good fit and not too many shops in the same area selling our products. Please fill in our Trade Request Form and we will get back to you as quickly as we can.

Can Gillian come and speak at my event?

Possibly! Gillian is usually available to talk at charity and networking events, but is about to have a baby and will be off on maternity leave until early 2016. 

Drop us a line via the contact form with all the details and Gillian will get back to you as soon as she can. 

Can you donate something to my charity or event?

We're really sorry but we can't help at the moment. We donate regularly to a couple of charities which are particularly close to our hearts and as a wee independent company we aren't able to donate money or products outwith that. Best of luck with your fundraising though!



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