FAQ

Return Policy

We understand that sometimes you may not be entirely pleased with a purchase, and we are more than happy to help you find a solution! Your satisfaction is our priority! Because we are a small business we are unable to issue refunds. We do however, offer returns for store credit or exchange provided the item being returned falls under ALL of the following criteria:

• Item is in new and unused condition (tags on, unworn, unopened, etc.).
• There is no damage to the item.
• Damages on delivered products must be reported within 24 hours of delivery.
• On store-bought items, we do not accept returns of damaged items if damage occurs once the item has left the store.
• The item is not final sale.
• All grocery, masks, piping supplies (reeds, mouthpieces, etc.) and sale/clearance items are final sale and cannot be returned of exchanged.
• Exchange or store credit is requested within 30 days of purchase.
• The receipt is provided to us at the time of exchange or store credit request.
• You must provide us with the original receipt, or gift receipt, in order for us to issue store credit or an exchange.
• If you do not have a receipt or the item was a gift (with no gift receipt), please contact us.

Please Note:

• Gift Cards are non-refundable.
• Shipping charges are non-refundable.

If you have any questions or concerns:

Call us during business hours at: 613-829-2251 or Toll Free: 1-888-302-6032

Send us an email at: marketing@scottishandirishstore.com

Can I return or exchange items in-store that I purchase online?

Yes, as long as the item(s) meet our return criteria.

How do I return or exchange items that I had delivered or shipped to me?

Items can be returned or exchanged in-store.

If you are unable to visit us in-store, please ensure that the item(s) meet our return criteria and contact us:

Call us during business hours at: 613-829-2251 or Toll Free: 1-888-302-6032

Send us an email at: marketing@scottishandirishstore.com

Item(s) for return can be shipped back to us at the customer's expense. If you are exchanging item(s) the exchanged item can be shipped to the customer at the customer's expense.

Best Before Date vs Expiry Date

An expiry date will normally be on perishable items such as milk, eggs, etc, where the best before date identifies the "optimum" date that the packaged goods will hold their flavour and freshness. Though with quality foods a very high percentage of the flavour and freshness will be retained for an extended period after the best before date has passed. The Scottish and Irish Store to add additional value for our customers, reviews the various food items best before dates on a monthly basis and applies discounts. The Law does not require retail stores to markdown or remove packaged food items that have passed best before dates. It is up to the customer to decide to purchase them or not.

How to read Best Before Dates on food products?

Best Before Dates are read Day/Month/Year, or Month/Year (Month indicating the last day of that Month).

Ex. 05/06/2023 is June 5th, 2023

Ex. 06/2023 is June 30th, 2023

Where can I find the Best Before Date on a product page?

Best Before Dates can be found on individual food product pages, in bold red text. If you cannot find a Best Before Date on an individual food product page please contact us for more information. For frozen food products, there will be no best before date listed, we ensure that our frozen food products are normally not in our freezers for more than 60 days after having been received from our supplier.

Where do your food products come from?

Our food products are imported from the United Kingdom and Ireland, except for our frozen food products which are sourced within North America.

Where can I find cooking instructions for frozen food products?

Cooking Instructions for Butcher Products

Can I place my order over the phone or via email?

No, we do not take orders over the phone or via email.

Can I cancel my order?

Please contact us immediately if you plan to cancel your order; if your order has not been processed or shipped we can usually cancel your order.

Can I make changes to my order?

Please contact us immediately if you plan to make changes to your order; if your order has not been processed or shipped we can usually make changes to your order.

What should I do if there is an issue with my order?

If there is an issue with your order please contact us within 24 hours of delivery.

Call us during business hours at: 613-829-2251 or Toll Free: 1-888-302-6032

Send us an email at: marketing@scottishandirishstore.com

What payment methods are available?

We accept American Express, Apply Pay, Google Pay, Mastercard, Shop Pay and Visa.

Warm Weather Disclaimer:

Please Note: The Scottish and Irish Store is not responsible for melting or other damage caused by heat exposure during shipping. Most candies are fine and will not melt in transit Some types of candy can melt, including chocolate, caramels, marshmallows, and gelatin-based gummies. We can’t guarantee these heat-sensitive candies will arrive in perfect shape – but we will do our best to insure they do.

Tip: If the box feels warm, open immediately to expose your sweets to cooler indoor air. If chocolate has softened at all, give it a chance to firm up again before handling further.

What shipping company do you use?

We use expedited shipping with Canada Post.

How much does shipping cost?

Canada Post will calculate the cost of shipping your order, based on the location, weight of the order and the size of box required for your order. Some orders will exceed the capacity of Canada Post to calculate the cost to ship your order accurately, if it will require an oversized packing container. In those situations we will contact the customer to inform them of any extra cost to ship their order to them.

Do you ship internationally?

We do not currently ship outside of Canada and the United States.

How long will it take for my order to arrive?

Orders can take 1-3 business days to be processed; production pieces may take longer. Orders can take between approximately 2-7 business days to be delivered within Canada, depending on your location. Orders outside of Canada can expect longer delivery times, depending on your location, approximately 5-10 business days. Delays can be expected over the Holiday season.

How do I track my package?

Once your order has been shipped we will send you tracking number within 24 hours, which you can use on the Canada Post website to track your order.

Can I order Chilled & Frozen products for shipping?

No, we cannot ship refrigerated and frozen products (as indicated on the product pages).

How do I place an order for Shipping?

In your cart, click the Shipping via Canada Post button. Continue on to checkout.

Warm Weather Disclaimer:

Please Note: The Scottish and Irish Store is not responsible for melting or other damage caused by heat exposure during transit. Most candies are fine and will not melt in transit Some types of candy can melt, including chocolate, caramels, marshmallows, and gelatin-based gummies. We can’t guarantee these heat-sensitive candies will arrive in perfect shape – but we will do our best to insure they do.

Also: Be home for delivery! Choose a delivery address where someone will be available to accept the package so it doesn’t sit outside in the heat. Tip: If the box feels warm, open immediately to expose your sweets to cooler indoor air. If chocolate has softened at all, give it a chance to firm up again before handling further.

How much does delivery cost?

There is a delivery fee of $10 for orders less than $65 (net of tax). Orders of $65 or more (net of tax) can take advantage of free shipping by entering: OTTAWADELIVERY65 in the Discount Code field of your shipping screen.

Am I eligible for local delivery?

Customers in the following postal code regions are eligible for Home Delivery:   

Customers outside of the Greater Ottawa Area can place orders to be delivered by Canada Post.

Can I order Chilled & Frozen products for local delivery?

Yes, we can deliver refrigerated and frozen products.

Do I have to be home to receive my delivery?

Please ensure that you are available to receive your order during your selected date and time slot. The driver will leave the order at your door, unless your order contains perishables, or there was not a secure enough location to ensure the order would not be stolen. If the driver is unable to deliver your order to you: your order will be returned to one of our in-store locations for pickup or you can schedule another delivery at your expense.

How do I place an order for Local Delivery?

In your cart, click the Local Delivery button.

Enter your postal code, if eligible, you will be able to continue and choose a delivery date and time.

Select an available date.

Select an available time.

Once you have chosen your delivery date and time, continue on to Checkout.

View: Store Locations and Hours

Are there any additional costs for In-store Pickup?

No!

How will I know when my order is ready for pickup?

We may require up to 2 business days to get your order ready for you. Once your order is available for pickup, you’ll receive a phone call or an email indicating “Your Order is Ready for Pickup” with pickup details.

What do I need when picking up my order?

Please check in with a staff member upon arrival and let them know you’re here to pick up an online order for in-store pickup. Be sure to have your Order Confirmation email easily accessible. Our staff will need to verify your order number and name in order to retrieve your purchase.

Can someone else pickup my order?

Yes. Please ensure you send them your Order Confirmation email and be sure to have your order number and name readily available.

Can I pay upon pickup?

No, we don’t accept any payment at the time of pickup.

How do I place an order for In-store Pickup?

In your cart, click the Store Pickup button. Then click on your preferred pickup location. Continue on to Checkout.