Frequently Asked Questions

PRODUCT

DO YOU HAVE A SIZE GUIDE?

Our size guide for Men and size guide for Women helps you to find the right size of our clothing. The measurements of our Men, Women, Boys and Girls collection are shown in inches. However, if you still have questions regarding your size, please feel free to contact Customer Service. They will be happy to advise you.

WHERE CAN I FIND MORE PRODUCT INFORMATION?
You will find more information about the composition of the fabric on the product detail page. If you have any additional questions, please feel free to contact Customer Service.

IS A PRODUCT STILL IN STOCK?
Since we have a limited seasonal collection, products may run out of stock during the season. If the colour or size isn’t shown on the product detail page, it is no longer in stock. You can also contact a store near your home and check if they still have the item in stock. Our stores are listed in our Store Finder.

I’M LOOKING FOR AN ARTICLE FROM LAST SEASON
Our webstore is updated constantly by adding new styles of our latest collection. If you are looking for an article of last season, we recommend contacting a store near your home to check if they still sell the item you are looking for. Our stores are listed in our Store Finder.

DO THE PRICES INCLUDE VAT?
The prices in our webstore do not include VAT.

ORDERING

DO I NEED AN ACCOUNT TO ORDER ONLINE?
You don’t need an account to order in our webstore. However, setting up an account will allow you to view past orders and the status of your current order. Creating an account is easy and can be done at the checkout.

I FORGOT MY PASSWORD OR IT DOESN'T WORK
If you forget your password you can easily request a new one by using the "Forgot Password" button" button on the log in page. When you enter your e-mail address a new password will be sent automatically. If you are (still) having login problems, please feel free to contact Customer Service.

WHAT IS A FACEBOOK LOGIN?
You can automatically create an account with Scotch & Soda by using the Facebook connect button on the login page. After signing in, you will be able to login from both your Scotch & Soda account and your Facebook account.

CAN I CHANGE MY ORDER?
Unfortunately we are not able to change an order once it has been submitted; this includes changing the size and colour of an item, removing an item or changing the delivery address. Of course you have the right to cancel the complete order. If you want to cancel your order, please contact Customer Service.

CAN I CANCEL MY ORDER?
You have the right to cancel your order within seven working days. However, as we try to proceed your order as fast as possible, it might be shipped already. In this case, you may refuse the package when a delivery attempt is made or return all items and we will issue a full refund. If you want to cancel your order, please contact Customer Service.

TECHNICAL ISSUES

I’M HAVING PAYMENT PROBLEMS
If you can’t pay for your order, there can be several reasons. Feel free to contact Customer Service if you have any further questions or concerns regarding your payment.

THERE IS AN ERROR ON THE WEBSTORE
Our webstore should be working all the time. However, if you do find an error in our webstore, we would be really happy if you would let us know by contacting Customer Service (webstore@scotch-soda.com).
 

PAYMENT

HOW DO I PAY FOR MY ORDER?
Once you have completed the check out page you have to agree with the terms and conditions to get redirected to the payment page. We accept numerous payment methods.

 IS IT SAFE TO ORDER ONLINE?
We take your online security very seriously. Personal and payment information is safe and no data is sent over without encryption. Protecting your information is our highest priority. All orders are transmitted over secure internet connections using SSL (Secure Sockets Layer) encryption technology and other measures.

WHAT IS A CVC/CVV/CID?
The Card Security Code (CVC/CVV/CID) is an additional three or four digit security code that is printed (not embossed) on the front or back of your credit card. The CVC/CVV/CID is an extra security measure to ensure that you are in possession of your own credit card.

WHEN WILL I BE CHARGED?
If your card is authorised, the payment will be taken immediately and you will receive an e-mail confirming your order has been successful. Only paid orders will be handled. We will not charge you (afterwards) for any failed payment transactions.

DELIVERY

WHAT’S MY ORDER STATUS?
You will be notified by e-mail at various stages during the dispatching process of your order. If you have an account, you can login and check "My Orders" for the current status of your order. 

WHEN WILL MY ORDER BE SHIPPED?
We try to send packages within 24 hours with the exception of weekends and during bank holidays. After your order is shipped you will receive a tracking number by e-mail to follow your package along its trip to your doorstep.

CAN I CHANGE MY ADDRESS?
Unfortunately we are unable to change a delivery address once the order has been dispatched. Please note that we won’t ship your package again if you weren’t able to collect your package.

HOW CAN I TRACK MY ORDER?
Once your order is sent, you will receive a tracking number by e-mail to follow your package along its trip to your doorstep. Feel free to contact Customer Service if you have any further questions or concerns regarding the shipment of your order.

WHAT IS THE DELIVERY TIME OF MY ORDER?
Your order will be delivered within 4 - 7 working days. Our packages are shipped with UPS and a signature may be required on receipt. If you are not around to take the delivery of your parcel, the carrier will leave a calling card telling you how to collect your package. Alternatively UPS will try two more times to deliver the package.

WHAT ARE THE SHIPPING COSTS?
The shipping costs are C$20, unless you order over C$200, than shipping is free*. Please note that returning costs are on your expense.
*Subject to change

WILL I BE CHARGED CUSTOMS AND IMPORT FEES?
Any customs or import duties are charged once the parcel reaches its country of destination. These costs must be paid by the recipient of the parcel. Unfortunately, we have no control over this process as customs policies and import duties vary widely from country to country. If you are unsure about whether these charges might apply to your order, we recommend you to contact your local tax or customs authorities.

WHAT CAN I DO IF SOMETHING IS WRONG WITH MY ORDER?
If you receive a wrong item or something is missing, feel free to contact Customer Service. Please send as many details as possible including specific order numbers.

RETURNING

HOW DO I RETURN AN ITEM?

If for any reason you are not satisfied with your online purchase, you may return unused articles within 30 days of receipt (own expense). The articles must be returned undamaged and with their labels attached. Online orders can’t be returned to other stores. Please note that Barfly, our Fragrance, can’t be returned.
To return your order, please fill in the complete return form you have received and attach it to your package. Please send the package to the following address:

Scotch & Soda B.V.
Jacobus Spijkerdreef 20-24
2132PZ Hoofddorp
The Netherlands

Please Note: Always include your ordernumber(s) when you make a return to us.

Once we receive your return, all goods will be inspected. Articles must be returned undamaged and with their labels attached. Any item in unsuitable condition will be sent back to you. A refund of the returned goods will be made within 14 days to the card you used for the original purchase. Shipping costs are on your expense. Since we are not responsible for any items that are send to us in error, we recommend using a postal service that insures the value of your returned products or gives you a proof of posting.

CAN I EXCHANGE MY ONLINE PURCHASE?
Unfortunately we aren’t able to exchange your return. Once we receive your return in good condition, we will refund the returned articles within 14 working days. If the article you are looking for is still available, you can make a new order in our webstore.

HAVE YOU RECEIVED MY RETURNED GOODS?
As soon as we receive your return in our warehouse, we will notify you by e-mail. Please note that it takes a while to process your return. A refund will follow within 14 working days.

FAULTY ARTICLE

I HAVE RECEIVED A FAULTY ITEM FROM YOUR WEBSTORE
You should inspect Scotch & Soda goods for faults as soon as you receive them. If you think there is a defect, please let us know straight away by contacting Customer Service explaining what’s wrong and attaching photo’s to your message. Please note that we must be notified within 8 days if any items received are defective or damaged.

I HAVE A COMPLAINT ABOUT AN ARTICLE I BOUGHT IN A SCOTCH & SODA STORE
If you have any issue or complaint about an article bought in a Scotch & Soda store, we recommend to contact one of our Scotch & Soda stores about this matter. All our stores are listed in the Store Finder

PRIVACY

PRIVACY POLICY
We are committed to protect your privacy and don’t distribute, sell or rent information you provide us to anyone. For more information you can check our privacy policy 
 

CONTACT

HOW DO I CONTACT CUSTOMER SERVICE?
Feel free to contact us if you have any questions or concerns. We are always happy to help.
Please send us a message with your question and order number by email (webstore@scotch-soda.com).
You may also call us at +31 (0)23 5677663.
Our operating hours are from Monday to Friday, between 8:00 am to 8:00 pm (CET) with the exception of bank holidays.

COLLECTION

WHERE DO I FIND ARTICLES USED IN THE CAMPAIGN AND LOOKBOOK?
You can find articles that are used in the online campaign and look book.

WHEN WILL THE NEW COLLECTION ARRIVE?
Twice a year we launch our collection that is available in our webstore, our Scotch & Soda Stores and other stores that sell our brand. Please check our Store Finder for a complete overview. Throughout the season different styles of our collection arrive. You may contact Customer Service to check when an article will be available.

NEWSLETTER

HOW DO I SUBSCRIBE TO YOUR NEWSLETTER?
You can easily subscribe to our newsletter in the bottom of our website, and be the first to hear about what is happening at Scotch & Soda.

HOW OFTEN DO I RECEIVE YOUR NEWSLETTER?
Every few weeks we send our newsletter, with the latest news on our collections, our favourites and what is happening at Scotch & Soda.

HOW DO I UNSUBSCRIBE FROM YOUR NEWSLETTER?
If you change your mind, you can unsubscribe at anytime by clicking 'unsubscribe' at the end of the newsletter.