Frequently Asked Questions
For shipping related questions: Shipping & Returns
For Klarna Payments related questions: Klarna Payments FAQs
For our size guides: Size Guide
General
You are sold out - when will the item I want be back in stock?
We try to keep our most popular products in stock all the time. If something you like is out of stock, you can email us and we will try to give you an estimate of when the product will be back.
Can/how do I cancel my order?
We're sorry that you want to cancel your order! Please send us an email straight away (you can contact us here) if you would like to cancel. We dispatch orders on the same day (excl. bank holidays and weekends) so the sooner you let us know, the better. If we have not yet dispatched your order then we will refund you. If we have, then we will give you return instructions.
Can I change/add to my order after it's placed?
Unfortunately, as our warehouse team packs and ships parcels quickly after the orders come through, we cannot amend placed orders. We recommend cancelling/returning your order and placing a new one.
Why has my card been declined?
All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card does not, for any reason, authorise payment then you will be notified of this immediately at the checkout. A common reason for orders being declined is due to the billing address details being entered incorrectly. Please ensure that in the 'billing address' section, the address to which your bank statements are sent is entered. For full details of why the payment was declined, please contact your card issuer.
There is something missing from my order, what do I do?
A common reason for this is that parts of the order may have been sent separately. Please wait 24 hours before contacting us if you think your items might have been sent separately, as the second parcel often shows up the next day. Sometimes items from parcels are stolen, so check if your parcel was left in a public place, and if it looks ripped/torn. If we have missed an item in your order, please let us know whether you would prefer us to refund you for that item, or send you a replacement.
My item is damaged, what do I do?
Please email us, providing an image of the damaged item. If the damage is fixable, we usually offer to cover the costs of the repair provided it's reasonable. If the damage is significant, then we can either refund you, or send you a replacement (if the item's still in stock).
I received the incorrect item with my order, what do I do?
We aim to get your order right every time but we do occasionally make mistakes. If the item you received is not what you originally ordered, please email us giving us your name, shipping post code and what you have received. If you are within the UK or Europe we will then issue you with a free returns label so you can post it back to us. For International customers we will refund the postage costs for returning the goods. Then let us know whether you would prefer for us to send the correct item, or refund you.
Where is my confirmation email?
As soon as you place an order, you will receive an email confirmation to the email address you entered on your order. If for some reason, you did not receive an email, please check your spam folder or double check you entered your email address properly. If you still haven’t received it after 12 hours please contact us.
What payment types can I use?
We use Braintree by PayPal to process our payments, which means we accept most major credit or debit cards. These include - Visa, Visa electro, AMEX, Master Card and UK Maestro. We also accept PayPal, Apple Pay, Google Pay, and Amazon Pay, among others. Contact us if you are not sure about your preferred payment method.
How will you refund me?
We refund you using the same method you used to pay, and it is instant for most payment methods. Some can take 3-5 days to go through - it depends on the method you used.
My coupon code isn't working, why not?
Enter the code exactly as it was given to you, without any spaces. Type or copy and paste the code into the 'Coupon code' box. Once you've entered the code, click on 'Apply' and it will add the code to your order. When the code has been applied to your order, you'll see the coupon value and the total of your order will change to reflect the code.
You must enter the coupon code when you are checking out as it can't be applied later. If you find that your coupon code isn’t working then please consider that you can only use one coupon code per order, and that our codes have expiry dates.
How do I purchase a gift certificate?
On the top right of the website, click on 'Gift Certificates'. Here, you can enter your details and the recipient's details, and pay for the gift certificate normally through checkout. Once you have purchased the gift certificate, it will be emailed to your recipient.
How do I use a gift certificate?
To redeem a gift certificate at Tartanista, follow the simple steps below.
- You need your unique gift certificate code, which is part of the gift certificate that was emailed to you as an attachment. It will look something like Z50-Y6K-COS-402.
- Browse the store and add items to your cart as you normally would.
- Click the 'View Cart' link to view the contents of your shopping cart.
- Type your gift certificate code in to the 'Redeem Gift Certificate' box and click 'Go'.
You can check your gift certificate balance by clicking 'Gift Certificates' on the top right of the website, and then selecting 'Check Gift Certificate Balance', and typing in your unique gift certificate code, which you should have received in your gift certificate email.
Your phone number isn't working/can't be contacted on. How do I contact you?
If you are in the UK, type the number out like this: 0208 361 3555
If you're calling from the USA, type it like this: 011 44 20 8361 3555
From anywhere else, find out your international access code (for example 011 from US/Canada, or 00 from Europe), followed by the UK 44 country code, followed by '208 361 3555', e.g. 00 44 20 8361 3555.
(Please note that we do not affect the call charges, that is down to your network.)
We have two lines for our phone so can usually take calls, but if you can't get through (this may happen in peak times, e.g. the Christmas period) then please email us at: sales@tartanista.com. We are available on the phone from 9am till 5.30pm Monday - Friday GMT, excluding bank holidays.
Products
Why is there thread around my kilt?
The tacking on the kilt, with 2 or 3 cotton threads running horizontally around, is designed to hold the pleats in place while the kilt is in its package. When you know that you are happy with your kilt, snip the threads and pull them out to allow the pleats to fall freely. Please try the kilt on first, as we do not accept returns when the thread has been snipped on a kilt.
How do I measure a kilt?
Kilts are measured at navel level (belly button level). There is just over 1" (3cm) adjustment between the given size either way. If you are in between sizes we suggest going one size up, as you can wear a belt. Most men's kilts are one or two sizes larger than trouser size, because kilts are worn at belly button level, not on the hips like trousers. The drop (length) of all our kilts is 24" (61cm) and is fine if you are between 5'.8" (1.70m) and 6'.1" (1.85m), but if you are not we offer a few kilts with a 22" and 26" drop.
How do I find my hat size?
To measure your hat size: 1. Place either a piece of string or a piece of tape around your head at the widest point above your ear, across the mid-forehead. It must be completely circling your head. Hold the tape firmly, but not too tightly. 2. You need to measure your head exactly where the hat will sit. 3. If your measurement falls between sizes, choose the next largest size.
Do sporrans come with a sporran belt/chain?
All of our sporrans come with a free chain belt, unless otherwise stated. They measure up to a max of 46" (116 cm). If you need a larger sporran belt, you purchase them from Men>Sporrans>Sporran Belts.
How do I shorten a sporran belt?
Our standard sporran belts are about 46". Sporran belts can be shortened in 2 ways: 1. Using 2 pairs of narrow pliers, twist a link on the chain open and remove the length of chain you want to remove, before rejoining the chain by squeezing the link closed when you have the desired length. 2. Knot the chain.
How do I wash/iron my kilt?
Our standard Value and Deluxe kilts can be machine washed at 30 degrees Celsius (86 degrees Fahrenheit), but do not spin dry. When washed, hang them to dry with top clips so the pleats stay in place. While the kilt is still slightly damp, iron it on a medium heat iron under a white cotton cloth with the pleats in position. When ironed, hang with a kilt hanger or clip hanger so the pleats remain in position.
What accessories/items do I need for a full kilt outfit?
We do a 5-piece kilt outfit which includes the main essentials: a kilt, sporran & sporran belt, kilt belt & buckle, sock flashes, and a kilt pin. Other items you might want to add are: a Ghillie shirt, Ghillie brogues, kilt socks, and perhaps a Prince Charlie jacket/ Argyll Jacket for a more formal occasion.
Can you/do you do a specific tartan?
We do over 100 tartans in smaller items, such as: men's and boy's ties and bow ties, braces, tartan fabric, fly plaids, scarves, sashes and mini sashes, golf caps, baby kilts, and women's skirts. To find out whether we do a tartan in any clothing items, type it into our search bar. If you find the tartan you're looking for in accessories but not a kilt, we suggest you purchase the accessories and pair them with a plain black kilt. We are always trying to think of new tartans we can add to our range that would be popular, so if you have a suggestion of a tartan to add to our range, please email us.
Do you do custom orders?
We do not specialise in custom orders. There are quite a few excellent boutiques in Scotland, and online, who will make you a custom outfit at a price.