Brexit update

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Delivery

Your package will be delivered within 2-6 working days after you place an order. We ship our packages with UPS and a signature may be required on receipt. Our parcels are shipped to UPS pick up points and home delivery. When your parcel is being delivered by the carrier you might be charged extra fees. This is called C.O.D (Collect On Delivery) invoice, which states the duties, taxes and fees for the goods that have been imported.


If you are not around to accept the delivery of your parcel, the carrier will leave a calling card telling you how to collect your package. Alternatively, the carrier will try 2 more times to deliver the package. Please note that we are unable to change a delivery address once the order has been dispatched and we will not ship your package again if you were not able to collect your package.

Returns

Right of withdrawal

If you wish to return your online purchase, for whatever reason, you can do so within 60 days of receiving your complete order. This is called the withdrawal period. Please note that our fragrances and detergent cannot be returned if 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 possible way.

Please note: You need to arrange your return yourself. You can do this with your own preferred carrier. We do recommend using UPS because of clearance reasons.
Shipping costs for returning your purchase are at your own expense and won't be refunded.

Please keep a record of your tracking number to ensure your package is delivered safely. The items that are being returned need to be received by us within the 60-day withdrawal period.


If you decide to return an item, please use our Online Return Portal, as this is the most sustainable option. If you prefer paper, you can also download our return form here.

 

Return items

We are not responsible for products that are returned to us in error. We recommend using carrier service (UPS) which provides insurance for the value of the items you return or provides you with proof of shipment at minimum.


When returning with a carrier service other than UPS, you need to mention our EORI-number on your commercial invoice and not mention the original UPS tracking number on your invoice. We are not responsible for the additional costs as custom clearance, when returning your parcel with another local carrier.

Make sure the items you want to return are properly packaged.

  • Put the item(s) you wish to return in the box
  • If you want to return your items you are obliged to fill in three commercial invoices*
  • Please attach one commercial invoice on top of your box and give the other two invoices to the drop-off point.
  • Bring your package to a drop-off point from your chosen carrier. Please make sure you keep the shipping receipt as proof of return.

  • Please note that we can only accept items that are undamaged and have the original labels attached.


    *Commercial invoice example here

    *Empty commercial invoice for returning your goods here


    Scotch & Soda e-commerce B.V.
    Jacobus Spijkerdreef 20
    2132 PZ Hoofddorp, The Netherlands
    Phone: 020 38 68 04 96 (monday till friday 8.30 - 17.00)
    E-mail: consumercare@scotch-soda.com


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. Your refund will be processed within 14 days after receiving your return in our warehouse. The amount of your return will be refunded via the original payment method.

 

Please note that the shipping costs paid for arranging your return, won’t be refunded. These costs are on your own expense.

 

At an official Scotch & Soda store

It’s not possible to return your items to one of our UK stores. We cannot reimburse in cash when returning your online purchase.

 

Reimbursement

When you have used your right of withdrawal, we will refund the amount paid of the item concerned (including shipping costs paid at check-out – 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 proof that it has been returned. 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.

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 e-commerce B.V.
Jacobus Spijkerdreef 20
2132 PZ Hoofddorp, The Netherlands
Phone: 020 38 68 04 96 (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.

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