We aim to process and dispatch all orders within 2 working days. During busy periods this time can increase and we will endeavour to dispatch orders as soon as possible. If the delivery address is within the UK and you have not received your order (or an email from us offering an alternative delivery schedule) within 10 working days of placing it on our website, please contact us. International orders usually take longer to arrive, please allow up to 28 days for delivery to addresses outside the UK. Orders are sent first class for UK orders and by airmail for overseas orders.
Items "In Stock": 2-3 days
Items "In Stock": 3-7 days
Items "In Stock": 3-14 days
New Lanark Textiles also provides a "Collect In-Store" option. Orders can be collected from The Mill Shop, Mill 3, New Lanark, ML11 9DB. Orders by 12pm Monday to Friday will be available to collect from 3pm the same day. Orders placed after 12pm will be available to collect the next day. The Mill Shop is open 7 days a week, between 10.00am and 5.00pm, please check www.newlanark.org for details of seasonal changes.
Postage & packaging
Postage and Packaging charges are added to the cost of your order according to the weight of the goods you order and are shown when you go to the Checkout. Usually UK orders will be sent by Royal Mail 1st class post. In all cases you will be shown the exact cost of the delivery charge before completing your transaction.
Delivery of orders
While every attempt is made to deliver goods within the estimated time, some delays are inevitable due to unforeseen factors. New Lanark Trading Ltd do not warrant or guarantee the specified delivery date, and shall have no liability for any loss, damage, expenses or other claims that you may incur as a result of late delivery. Once you have received your purchase, you become the owner of those items and they will be held at your own risk.
We offer an exchange policy. The cost of returning the item(s) to us will not be refunded. Any unwanted items must be sent back at the customer's expense in the original packaging with tags intact and still in an unused condition to:
New Lanark Wool & Textiles
New Lanark Trading Ltd
New Lanark Mills
Telephone: 01555 661345
If you are unhappy with the goods received we will refund them if they are sent back at the customer's expense in 'as-new' condition within 21 working days along with the original receipt.
We suggest for your own protection you use 1st class registered post.
Any refunds will be issued once we have received the goods, in the original condition. This refund only includes the total of goods sent not the delivery charge.
We will not charge a restocking fee for returned items.
Any goods with manufacturing faults on arrival will be replaced or refunded.
This does not affect your statutory rights.
When you shop with us, our secure server encrypts all of your personal information, including name, address and credit card information. We use SagePay which are an industry leader in secure internet transactions. SagePay are used by thousands of other UK businesses for transaction security.
All transaction information passed between our website and the SagePay Payment System is encrypted using 128-bit SSL certificates. No cardholder information is ever passed unencrypted and all messages from SagePay are signed using MD5 hashing to prevent tampering. You can be completely secure in the knowledge that nothing passed to SagePay can be examined, used or modified by any third parties attempting to gain access to sensitive information.
Once on the SagePay system, all sensitive data is secured using the same internationally recognised 256-bit encryption standards used by, among others, the US Government. The encryption keys are held on state-of-the-art, tamper proof systems in the same family as those used to secure VeriSign's Global Root certificate, making them all but impossible to extract. The data they hold is extremely secure and they are regularly audited by the banks and banking authorities to ensure it remains so.
SagePay has multiple private links into the banking network that are completely separate from the Internet and which do not cross any publicly accessible networks. Any cardholder information sent to the banks and any authorisation message coming back is secure and cannot be tampered with.
No individuals within our company or SagePay are able to decrypt transaction information or cardholder data. Their systems only allow access to our most senior staff and only in extenuating circumstances (such as investigations of Card Fraud by the Police). Your card information is secure even from their own employees because the systems never display the full card numbers, even on administration screens.