Delivery
Your package will be delivered within 1-2 working days after placing the order. We ship our packages with Bpost.
A signature may be requested upon receipt of your package. If you are not at home to receive your parcel, the relevant carrier will leave a note with information on how and where you can pick it up. Via the track n trace added to your e-mail with the shipping confirmation, you can keep a close eye on your parcel and its status. It is possible that the carrier in question will try twice more to deliver your parcel.
If the final delivery attempt isn’t successful, the shipment will be returned to the sender and we can't re-send your package.
Please note that we cannot change a delivery address once the order has been shipped. There are several options available per postal carrier to change your address.
Returns
Right of withdrawal
If for whatever reason you wish to return your online purchase, you can return unused items within 60 days of receiving your complete order. This is called the withdrawal period. Please note that our fragrances and detergent can’t be returned when the seal is broken. If you have received a damaged or faulty item, please first contact us here so we can help you out in the best way.
Also, we need to receive the returned items within the 60 day withdrawal period.You can return the items by post/courier.
Return Portal Temporarily Unavailable
Our Return Portal is offline. If you decide to return an item, please use the return form in the package to initiate your return. No pre-notification necessary. Apologies for any inconvenience.
By Post
Returning your order by post or courier is free of charge. We are not responsible for products that are returned to us in error. We do recommend you use a courier service which provides insurance for the value of the items you return or at least provides you with proof of shipment
Make sure the items you want to return are properly packaged.
- Put the item(s) you wish to return.
- Please stick the return label onto the package, covering the old label and bring your package to a drop-off point. Please make sure you keep the shipping receipt as proof.
- Please note that we can only accept items which are undamaged and have the original labels attached.
Your refund will be processed within 7 days after we have received your return in our warehouse. The amount of your return will be refunded via the original payment method.
At an official Scotch & Soda store
You have the possibility to return your order in one of our official Scotch & Soda Stores in Belgium.
- Bring a proof of purchase such as the delivery note or order confirmation.
- When the return meets all conditions set out on the "Returns" page, you will receive a delivery receipt in the store. Please keep it safe.
Reimbursement
When you have used your right of withdrawal, we will refund the amount paid for the item concerned (including shipping costs – if any) without delay and no later than 14 days after receipt of the message that you wish to terminate the agreement. Note that we must have received the item or that you can prove that you have returned the item. If you have chosen a different shipping method than the cheapest standard delivery method used by Scotch & Soda, we won't repay any extra costs resulting from this.
Unless you have expressly agreed otherwise, we will refund you by using the same payment method you used to purchase the item. In any case, there will be no charge for this refund.
Unfortunately, it's not possible to exchange items.
Fitting items
During the 60 day withdrawal period, you can use the product to the extent necessary to establish the nature, characteristics and functioning of the article in the same way that you would do in a physical store. For example, you may fit the article, but do not wear it outside.
When you return an item that you have damaged, has been washed, the labels have been removed, the item is incomplete or contains other signs of wear showing that you have used the item more extensively than described above, you are liable for any depreciation in the value of the item. Scotch & Soda will deduct this of from the total amount to be refunded to you.
Defective items
Besides your right of withdrawal, you are entitled by law to a proper product, or as the law calls it 'a product that complies with the agreement'. Should this not be the case, you are (depending on the circumstances) eligible for an exchange of the item or a full refund. If you have a complaint about a product you have purchased online, please contact customer support. Please provide as much information as possible, preferably including the order numbers in question.
Complaints
Scotch and Soda strives to deliver high quality products and services. If for any reason you may have a complaint, you can contact us by phone, post or e-mail.
Please address to:
Scotch & Soda Europe B.V.
Jacobus Spijkerdreef 20
2132 PZ Hoofddorp, The Netherlands
Phone: +31(0)23-5677663 (monday till friday 8.30 - 17.00)
E-mail: consumercare@scotch-soda.com
If we do not offer a proper solution for your complaint, you can also forward your complaint to a licensed dispute resolution body via the European ODR Platform: http://ec.europa.eu/consumers/odr/. We are not obliged to cooperate to an alternative dispute settlement.