Frequently Asked Question

Are all the products made in Scotland?

  • Yes, everything is baked in the Scottish Highlands, either in our home village of Aberlour, or 16 miles away in a small town called Elgin.

Are there any special product storage directions?

  • All products should be stored out of direct light in a dry, odor free location. Chocolate products should be kept between 55° to 65° F.

What is the shelf life?

  • The shelf life by category for our products is as follows:

           Shortbread and Scottish Cookies: 17 months
           Gluten Free Cartons: 15 months
           Mini Bags: 14 months
           Catering/Portion Packs: 14 months
           Oat Crackers: 12 months
           Chocolate Coated Shortbread: 12 months
           Fruit Cakes: 12 months
           Mince Pies and Ecclefechan Tarts: 9 months
           Puddings: 2 years

Are Walkers Shortbread products Kosher?  

  • All products are Kosher OUD except Mincemeat Tarts, Plum Puddings and Cakes.

Why is there a nut allergy phrase?

  • The nut allergy phrase is printed on the pack as a precaution. Some nut free shortbreads are baked on the same production lines as shortbread containing nuts and despite cleaning and safety there is still a rare possibility that nut fragments could enter the product. However, you can be assured we do not use peanuts or their derivatives in any of our products.

 Do your products contain trans fats?

  • Walkers shortbread, cookies and oat crackers contain virtually no trans fats (trans fatty acids). However, low levels of trans fats naturally occur in the milk of ruminant animals such as cows and sheep. The trans fats per serving are generally zero for each of our products and is stated on each product's nutritional statement. Since authentic, high quality shortbread such as ours is made with real butter, it has these naturally occurring trans fats. They are not considered harmful as fats formed during artificial hydrogenation. Also, note that Walkers products do not contain any hydrogenated vegetable oils.

 Does the butter in your shortbread contain growth hormones or antibiotics?

  • No, none at all.

 What is Sodium Diphosphate?

  • Sodium Diphosphate is a raising agent and is present in baking powder. It is also known as Acid Sodium Pyrophosphate.

 What is the phone number and email address for Customer Support?

  • Please contact Customer Service at 800-521-0141 or cs@walkersshortbread.com

 Can I place an order over the phone?

  • Please call us at 800-521-0141 to place your order. Our customer service representatives will be happy to assist you.

 How do I create an account?

  • Click "Register" on the top of the website and enter the requested information. You can update your account information at any time by signing into your account with your username and password and going to My Account / Reorder.

What are the advantages of creating an account?

  • Becoming a registered shopper offers you a growing number of personalized benefits to make shopping with us faster and easier. These are free services, which include the following benefits:

    • Easier Shopping, Faster Checkout

    • Online Order Tracking

    • Online Address Book to store frequently used addresses

    • Store your credit card information for easier ordering

    • Order History

How do I make changes to my Address Book?

  • Sign in to your account and scroll down to your saved addresses.  You can easily add a new address here.  You can also edit or delete a saved address using the links shown under each address.

 How do I know my online order was received?

  • After you place your order on the website, you will see a Confirmation page showing your confirmation number. Additionally, you will receive an email notification confirming your order. Please note: If your email address was not entered correctly you will not receive the email confirmation. If you wish to double check on your order please call Customer Service at 800-521-0141.

 Can I cancel an order?

  • If your order is not in transit for delivery, we can easily cancel it. To do so, please contact our customer service department immediately at 1-800-521-0141. If your order has already been sent out for delivery we will be unable to cancel it.

Can I change the delivery address?

  • We will be happy to change the delivery address as long as your order has not already been delivered or in transit for delivery. To request a change to your order's delivery address, please contact us at 800-521-0141 or email us at cs@walkersshortbread.com.

 How does the Free Shipping offer work?

  • You receive free shipping if your order includes at least $39 of qualifying merchandise. If shipping to multiple addresses, the set of products shipping to each address must meet this threshold to receive free shipping. Items shipping to Hawaii and Alaska are not eligible for free shipping.

What is FedEx Smart Post Delivery?

  • FedEx Smart Post is a residential service provided by FedEx with the final delivery fulfilled by the U.S. Postal Service (USPS).  FedEx Smart Post is available for residential destinations in the 50 U.S., Puerto Rico and the U.S. territories, including P.O. Boxes and military APO/FPO/DPO destinations.  You are unable to request a specific delivery date with this option and it can take up to 10 business days for delivery.  However, this is a less costly option when your delivery needs are less time-sensitive.

 Is it safe to enter my credit card information on Walkers Shortbread's web site?

  • We never send personal information, such as your credit card number, over the network in a way that is readable to anyone but us. We encrypt your information and send it over the Internet using SSL (secure socket layer) technology making it impossible for anyone  to access your private billing information. You will notice the green bar with a lock icon at the top left of the browser which is an indicator that your browser is in secure mode.

 My shipment arrived damaged. What do I do?

  • Sorry to hear that! Please call customer service at 800-521-0141 or email us at cs@walkersshortbread.com.

 What do I do if I forgot my password?

  • To request your password to be emailed to you, click "Sign In" on the top of the page. Click on the "Did you forget your password?" link and enter your email address.

 What should I do if I receive an incomplete or incorrect order?

 Where can I get help if I have technical difficulties?

 Which credit cards does Walkers Shortbread accept?

  • We accept Visa, MasterCard, Discover and American Express.  We also accept payment through PayPal.

Does Walkers Shortbread share customer information with third parties?

  • Walkers Shortbread does not share customer information with third parties under any circumstances.