Frequently Asked Questions

How can I contact you?

By telephone, Monday-Friday between 9am and 5.30pm, local UK time. UK customers should call 0141 556 1333. Customers from outside the UK should call +44 (0)141 556 1333.

You may also contact us by email at webshops@officialmerchandising.com

You may also write to us at the following address: Edinburgh International Festival Shop, Official Merchandising Limited, Strathclyde Business Centre, 120 Carstairs Street, Glasgow G40 4JD.

Who are Official Merchandising

Official Merchandising Limited is a company registered in Scotland under company number 254 470. Our registered office is at Strathclyde Business Centre, 120 Carstairs Street, Glasgow G40 4JD, UK. Official Merchandising specialise in producing and supplying high-quality merchandise, sports and leisure-wear and are committed to making online retail an enjoyable and simple experience.

How long will it take my goods to arrive?

Please allow up to 28 days for delivery. Where product is not available from stock Official Merchandising will contact you with an amended dispach date, and provide you with the opportunity to cancel your order. Your credit card will not be debited until your order items are available for dispatch.

How much is postage and packing?

Postage and packaging depends on the size of your order, and your location. To calculate the postage and packaging charge for your order please refer to the table below. For your convenience this table can also be accessed from the shopping basket.

SHIPPING COSTS UK
Value of Items	Postage & Packaging
Up To £30	£4
£30 - £60	£5
£60 - £100	£7
Over £100	£8

SHIPPING COSTS EUROPE/EIRE
Value of Items	Postage & Packaging
Up To £30	£6
£30 - £60	£7
£60 - £100	£13
Over £100	£17

SHIPPING COSTS REST OF THE WORLD (AIR MAIL)
Value of Items	Postage & Packaging
Up To £30	£11
£30 - £60	£17
Over £60	£21

What countries do you deliver to?

We deliver to most major countries throughout the world but you will not be able to place an order for delivery to countries to which we are not able to deliver. The full list of countries we deliver to is as follows:

Western Europe: Alderney, Andorra, Austria, Belarus, Belgium, Bonaire, Canary Islands, Cyprus, Denmark, Faroe Islands, Finland, France, Germany, Gibraltar, Greece, Greenland, Guernsey, Iceland, Ireland Republic of, Ireland, Italy, Jersey, Liechtenstein, Luxembourg, Malta, Monaco, Netherlands, Northern Ireland, Norway, Portugal, Sark, Spain, Sweden, Switzerland, United Kingdom.
Eastern Europe: Albania, Bosnia Herzegovina, Bulgaria, Croatia, Czech Republic, Estonia, Hungary, Kazakhstan, Latvia, Lithuania, Macedonia, Moldova, Rep of, Poland, Romania, Russian Federation, Slovakia, Slovenia, Ukraine, Yugoslavia.

Africa: Angola, Benin, Botswana, Burkino Faso, Burundi, Cameroon, Cape Verde Islands, Central African Republic, Chad, Comoros Islands, Congo, Dem. Rep., Congo, Dijbouti, Equatorial Guinea, Eritrea, Ethopia, Gabon, Gambia, Ghana, Guinea-Bissau, Guinea Rep., Ivory Coast, Kenya, Lesotho, Liberia, Libya, Madagascar, Malawi, Mali, Mauritania, Mauritius, Morocco, Mozambique, Nambia, Niger, Nigeria, Rwanda, Sao Tome and Principe, Senegal, Seychelles, Sierra Leone, Somalia, Somalia, North, South Africa, Sudan, Swaziland, Tanzania, Togo, Tunisia, Uganda, Zambia, Zimbabwe.

Middle East: Afghanistan, Armenia, Azerbaijan, Bahrain, Egypt, Georgia, Iran, Israel, Jordan, Kuwait, Lebannon, Oman, Qatar, Saudi Arabia, Syria, Turkey, Turkmenistan, United Arab Emirates, Yemen.

Far East: Bangladesh, Bhutan, Brunei, Cambodia, China People's Rep., Hong Kong, India, Indonesia, Japan, Korea, D.P.R of (NTH), Korea, Rep of (STH), Kyrgyzstan, Lao Peoples Dem. Rep, Macau, Malaysia, Maldives, Mongolia, Myanmar(Burma), Nepal, Pakistan, Philippines, Singapore, Sri Lanka, Taiwan, Tajikistan, Thailand, Uzbekistan, Vietnam.

Americas and Caribbean: American Samoa, Antigua, Anguilla, Argentina, Aruba, Bahamas, Barbados, Belize, Bermuda, Bolivia, Brazil, Canada, Cayman Islands, Chile, Colombia, Costa Rica, Cuba, Dominica, Dominican Rep., Ecuador, El Salvador, Falkland Islands, French Guyana, Grenada, Guadeloupe, Guatemala, Guyana, Haiti, Honduras Rep., Jamaica, Martinique, Mexico, Montserrat, Nevis, Nicaragua, Panama, Paraguay, Peru, Puerto Rico, St Barthelemy, St Eustatius, St Kitts, St Lucia, St Maarten, St Vincent, Suriname, Tahiti, Trinidad and Tobago, Turks and Caicos, Uruguay, USA, USA New York City, Venezuela, Virgin Islands UK, Virgin Islands US.
Australia/South Pacific: Australia, Cook Islands, East Timor, Fiji, Guam, Kiribati, Marshall Islands, Nauru, Rep of, New Caledonia, New Zealand, Niue, Papua New Guinea, Saipan, Samoa, Solomon Islands, Tonga, Tuvalu, Vanuatu.

How do I place an order?

Ordering on line is easy. You simply place the items you require in your shopping basket by clicking on "Add To Basket" whenever you see an item you would like to buy. Adding an item to your basket does not commit you to buy as you can always remove it later. You can review the contents of your basket at any time in the shopping basket by clicking on "basket" prominently displayed on most screens. Once you have found all the items you need, go to the checkout where we will ask you to confirm your password and e-mail details if previously registered, or register by providing your contact and delivery details; and then pay for your purchases by following the simple instructions given there. When you have completed the checkout details you will be shown a "Final Order Summary".

For security where confidential information is requested the Edinburgh International Festival Shop is hosted on a secure server using Secure Sockets Layer (SSL) technology. SSL is commonly used for managing the security of message transmission on the Internet through the use of public-and-private key encryption and a digital certificate that establishes your credentials when doing Internet business or other on-line transactions. An independent certification authority, in our case Thawte, issues this certificate.

What happens if the product I have ordered is out of stock, or the price increases before my order is fulfilled?

If the product you have ordered is out of stock we will contact you to advise you when more stock is due.

Please also note that if the price of the product has increased between the time of the order and our acceptance of it we will contact you advise you of the change in price.

In either case, you will then need to confirm to us whether you wish to proceed with your order.

Is there a maximum order quantity?

Yes. We will not accept orders for more than 10 units of any one individual product. For larger orders please contact us.

What about prices and VAT, exchange rates, and so on?

All prices on the web site are quoted in GBP (£), and include VAT (European Community Value Added Tax).

Refunds (where appropriate) of any VAT amount charged when goods are exported outside of the European Community, is the responsibility of the customer.

I'm ordering from abroad - how will my order be dealt with by customs?

When ordering goods from Official Merchandising for delivery outside of the European Community you may be subject to import duties and taxes that are levied once the order reaches the country of delivery. Any additional charges for customs clearance must be borne by you; we have no control over these charges and cannot predict what they may be.

Customs policies vary widely from country to country, so you should contact your local customs office for further information. Additionally, please note that when ordering from Official Merchandising, you are considered the importer of the order and must comply with all laws and regulations of the country in which you are receiving the goods. Generally, customs forms for international orders will list the value of the contents of your order by product type.

Please be aware that cross-International border deliveries are subject to possible opening and inspection by customs authorities. Additionally, we may be legally obliged to provide certain order, delivery and product information to our international carriers. The carriers may need to communicate such information to the customs authorities in order to facilitate customs clearance and comply with local laws.

We cannot accept cancellation of orders due to your refusal to pay such duties and taxes as may be levied and are unable in these circumstances to refund the value of your order.

What payment methods do you accept?

Only the following credit are acceptable as payment for orders via this website: Visa, Master Card, Switch, Solo, Delta.

When will I be charged?

We will only debit your account at the time that your order is ready for delivery to you.

What are the cancellation, returns and exchange procedures?

You have the right to cancel any order that you have placed with us or return or exchange any item purchased from us for any reason whatsoever until 7 days after the date on which the product has been delivered to you, provided you have not used the product or, in the case of software, audio or visual products, have not unsealed its packaging.

In the unlikely event that any item is found to be faulty in any way Official Merchandising will offer a full refund or an exchange if replacement stock is available at that time, but will have no further liability to you.

To allow us to provide an efficient service please ensure that you have ready your order number, whether the item is faulty and if you wish to exchange the item, the style, colour and size of the replacement item.

Our Customer Services department are happy to speak to you and you can contact us between 9.00 am and 5.30 pm Monday to Friday. All times are local UK time. They can be contacted from the UK on 0141 556 4242 or internationally on +44 (0)141 556 4242.

All returned goods should be sent to the address provided by Customer Services. All goods must be returned at your own cost unless they are faulty or supplied in error and we recommend as a minimum that a certificate of posting is obtained for all product returned.

A cheque refund for the cost of the purchase price excluding delivery charges will be sent to you within 7 days of your notifying us that you wish to cancel your order and receipt of the goods provided that the above process has been adhered. Likewise refunds for faulty goods or goods sent in error including delivery costs will be made by cheque within 7 days of your notifying us and the return of the goods.

How do I make a comment or lodge a complaint?

If you have any comments or complaints about this web site or any of the products supplied to you, please contact us by phone Monday-Friday between 9am and 5.30pm local UK time. UK customers should call 0141 556 1333. Customers from outside the UK should call +44 (0)141 556 1333.