Terms of Service
Last Updated: 20th March 2025
Welcome to the Caledonian Sleeper online shop sleepersouvenirs.scot (“shop” and “Website”).
These Terms and Conditions (“Terms”), apply to your use of the shop.
About Us
The shop, is owned and operated by Caledonian Sleeper Limited (“CSL” “we”, “us”, and “our”). We are a limited liability company registered in Scotland (company number SC328825, VAT number 438101912). Our registered office is at Basement And Ground Floor Premises, 1-5 Union Street, Inverness, Scotland, IV1 1PP.
CSL operate the overnight rail passenger services between London and Scotland, on behalf of the Scottish Ministers.
Our shop sells a range of high quality branded merchandise and souvenirs to customers (“you” “customers”).
Your use of the Website
You are permitted to use this website, and any material or content contained in it, for your personal, non-commercial use only.
You may not reproduce, store, transmit, display, distribute, sell, or commercially exploit any material or contents contained in this website.
We endeavour to ensure that the information on this Website is correct and complete, but we do not warrant the accuracy and completeness of the information on this website.
We may make changes to the material on this Website, or to the products and prices described in it, at any time without notice.
While we try to make this website available 24 hours a day, we will not be liable if for any reason this Website is unavailable at any time or for any period.
Access to this website may be suspended temporarily and without notice in the case of system failure, maintenance or repair, or for reasons beyond our control or in order to improve, update or amend the material on the website.
We accept no responsibility for part-completed orders where your connection to the online shop has been interrupted.
Intellectual Property
Unless otherwise stated, all the intellectual property rights in the content of this Website, and products sold on the online shop, (including photographs, logos and other images) belong to CSL or our licensors.
When using this Website, you must not infringe our intellectual property rights in our brands, trade marks or logos, or product designs, or those of our licensors. If we do suspect infringement of intellectual property, we reserve the right to contact you via the contact details you have provided.
Product availability, descriptions and quality
Products are advertised for sale on the Website, on an “as available” basis.
We cannot guarantee that Products will be available at all times.
Care has been taken to ensure the accuracy of product descriptions, specifications, and prices on our Website. However, there may be occasional errors in the information we provide to you. No warranty or guarantee is given or implied as to the fitness of any Products for a particular purpose.
Alcoholic Beverages
From time to time our product range may include Caledonian Sleeper branded alcoholic beverages. Across the UK, if you’re under 18 it’s against the law:
· for someone to sell you alcohol;
· to buy or try to buy alcohol; or
· for an adult to buy or try to buy alcohol on your behalf
Therefore you must be:
· of legal drinking age in your country of residence to use this website;
· at least 18 years old to purchase alcohol on our online shop; and
· able to demonstrate proof of age to our couriers upon delivery of your order.
Placing an order
To place an order, please select the quantity of products that you would like to order and add them to your basket. You will be asked to provide delivery, billing and payment card details at the online checkout.
The prices shown on our online shop:
- do include VAT; but
- do not include delivery charges.
A range of delivery options will be available to you as part of the checkout process. When you have selected your preferred delivery method, the delivery charge will be added to the “total cost” and clearly shown, prior to you making payment.
Payment
To buy items from our online shop you must pay using a credit or debit card that we accept, and which you are authorised to use. We accept payment using the Shopify or Paypal gateways using Mastercard or Visa cards, Apple Pay and Google Pay.
Credit or debit card payments will be charged once your order is placed, and you receive an email confirmation of the order. When payment is taken from your card the transaction on your statement will show as “SLEEPER GIFT SHOP”.
All transactions are taken in pounds sterling (GBP £). If your credit card is in any other currency, the rate of exchange will be that of your card issuer and you may be charged an international fee by them. We are not responsible for any fees your card issuer may charge.
Our online payment process takes place in a secure environment. For more information about card security, please visit our 'Privacy Policy' page
Order Acknowledgement and Acceptance
Once you have placed your order, you will receive an acknowledgement email confirming receipt.
The acknowledgement email, is not our acceptance of your order. Acceptance will only take place when we email you to confirm the dispatch of the souvenirs to you, at which point a contract is formed between you and us.
Once an order is placed online, it cannot be amended. This means that if you need to change an item within an order, or edit a delivery address, then you will need to cancel the incorrect order as soon as possible. You can do this using our online contact form. We cannot accept order cancellations once goods have been dispatched.
Dispatch and Delivery
Our partners, and their suppliers fulfil the selection, packaging and courier arrangements for products ordered in the online shop.
We are committed to sustainability, and so items that you order will be packaged securely with minimal packaging waste.
We work hard to try and meet delivery times but occasionally there may be delays for reasons outside of our control – for example, because of postal strikes, carrier logistics or bad weather. We will keep you updated if we anticipate delays to the delivery of your order. We can’t accept responsibility for delays outside of our control.
If there are any problems with your delivery, or if you have not received your order within the estimated delivery times that you have selected, please contact us by using our contact form.
For more information on estimated delivery timeframes and fees, please visit our 'Shipping Policy' page
International Orders
We accept orders for delivery within the United Kingdom and internationally. For more detail on the locations to which we can deliver and applicable fees, please visit our 'Shipping Policy' page.
If you are making an international order (i.e. any order to be delivered outside of the UK), you agree that:
· you are the importer of the products;
· you are instructing CSL and our partners, to engage with a logistics provider to fulfil customs import procedures on your behalf;
· you are responsible for:
- ensuring the products you are planning to import comply with state, government and local import requirements or restrictions may apply to the delivery of your order; and
- arranging payment of any customs requirements or charges;
CSL will not accept responsibility for payment of any customs charges and local taxes.
Sale items and promotional offers
Occasionally we offer goods on sale or promotional offer when purchased online.
Sales and promotional offers are subject to change without notice, at our discretion. Details, terms and conditions of our promotions will be updated on this site from time to time.
Complaints and Returns
We hope that you will be happy with your order and the goods received. However, if you need to make a complaint to us, you can contact us via our contact form.
We hope you will be delighted with your purchase. However, if you need to make a complaint, or if you change your mind, please contact us using the contact form. If you are intending to return any goods to us, then you must return these within 30 days of receiving them.
We regret that, very occasionally, your order may be incorrect, or occasionally, your purchased items develop faults.
If we discover an error for any goods you have ordered, we will contact you, as soon as possible, with the details and a corrected offer. You will have the option to cancel your order. If you cancel and you have already paid, you will receive a full refund. Any erroneous goods already dispatched should be returned to us.
If this occurs, please contact us using our contact form, within 30 days of receiving your items, to arrange a replacement or refund.
Refunds of sale and promotional items will only be provided for items that have been delivered to you in a damaged or faulty condition.
Returned items must be in their original condition and packaging, with any labels still attached. Provided the items are in suitable and resaleable condition, we aim to refund you within 14 days.
Please note that we do not provide postage or packaging for returns, but if the order is incorrect, or the items you have received are (in our opinion) damaged or faulty, then we will reimburse you the cost of your purchase, and your return postage costs.
Returns should be made in accordance with our returns process, which is detailed on our ‘Refund Policy' page. Please do not return items without first speaking to our Customer Services via our contact form team for advice. For more information on our returns and exchange processes, please see our ‘Refund Policy' page.
Our responsibility for losses
We will compensate you for direct losses caused by us or our products.
However, we are not responsible for indirect losses, such as those that are unforeseeable; caused by you; caused by an event outside of our control; avoidable; or business losses.
Contact preferences
We would love to let you know about our latest offers, competitions, behind the scenes news and recent product launches, including for souvenirs available on our online shop and promotions for travelling on our overnight rail services.
You can sign up to this during your order process or through the links on our main webiste. There is no obligation to do so though, and you can unsubscribe at any time by selecting 'unsubscribe' in any recent newsletter received from us.
Any changes to your newsletter preferences may take up to 10 working days to be processed.
Other terms applicable to your contract with us
We use your personal data as set out in our privacy notice, which is incorporated into these Terms.
Our partners Shopify host the platform for our online shop. Other than auto-generated confirmations of your orders, Shopify do not hold or process any customer data.
Our fulfilment partners, Orb Group, and their dispatch partners, have access to your data (your name and address for billing purposes and the delivery address for your items) that you input during the checkout process. The data they have is limited to only necessary information about the products you have selected, billing and delivery addresses.
Orb Group will engage third party couriers to deliver items to you, and will therefore share only necessary personal data for that purpose.
Orb Group also manage queries and returns on our behalf and so they have access to personal data that you provide during that process.
General
Nobody other third parties have any rights under this contract. These terms and conditions govern the contract between you and us.
If a court invalidates some of this contract, the rest of it will still apply and be enforceable, even if we delay in enforcing it. These terms are governed by Scottish law, and any legal proceedings relating to these Terms will be made in Scottish courts.