Frequently Asked Questions

First, please check with the courier service using your tracking number to confirm where your order was delivered. We also recommend checking with neighbours or any safe place where the parcel may have been left. If you still cannot locate your order, please contact us at customercare@scotch-soda.co.uk with your order number and tracking details.

We strive to provide exceptional service; however, certain factors, such as shipping and production errors, are beyond our control, and issues like this can occasionally arise. Please send an email to customercare@scotch-soda.co.uk with your order number and photos of the damaged/faulty item, and we'll help resolve this for you.

Sometimes, an order confirmation email can end up in your junk or spam folder. Have you checked there? It's also possible that there may have been a typo in your email address. To help us locate your order, please email us at customercare@scotch-soda.co.uk with your payment confirmation and the email address you used at checkout.

If you received the wrong item in your order, don't worry—we're here to help! Please let us know the details of the issue and, if possible, attach a few pictures of the item you received. This helps us understand the situation more clearly. You can send this information to customercare@scotch-soda.co.uk along with your order number.

An account is not needed to place an order with us! Simply proceed as a guest at checkout, and be sure to provide an accurate shipping address and contact details to ensure smooth delivery.

If your package wasn't collected from the pickup point and has been returned to us, or if it couldn't be delivered to your address and is being returned, we will process a refund for your order. In the meantime, if you'd like, you may place a new order when ready.

Occasionally, packages may be delayed or lost in transit. We recommend checking with your neighbours to see if they might have accepted the parcel on your behalf. If you are still unable to locate your order, please contact us at customercare@scotch-soda.co.uk with your order number and tracking information.

When an item is canceled from your order, it typically means that the item went out of stock after your order was placed. This may occur if you and another customer ordered the item simultaneously, and the warehouse only had one available. We sincerely apologise for any inconvenience. You will only be charged for the items that are shipped to you.

Enjoy free shipping on all orders over £100!

All our packages are shipped directly from our warehouse. We carefully prepare and dispatch orders within 24 hours on working days (excluding weekends and holidays). Depending on the destination, your package should arrive within 2-5 working days for UK addresses.

We're pleased to offer free shipping on all orders over £100! For orders under £100, a shipping fee of £4.95 applies.

We currently ship to addresses within the United Kingdom. For orders to other regions, please visit the relevant Scotch & Soda website for your location.

To track your order, use the tracking number provided in your shipping confirmation email. You can visit the courier's website and enter your tracking number in the "Track" section to review the shipment status and delivery details.

At this time, we're pleased to offer convenient home delivery, bringing your order directly to your door. We understand that some customers prefer the flexibility of pick-up points, and we're actively working to make this option available in the future.

When you exercise your right of withdrawal, we will refund the full amount paid for the item as soon as possible, and no later than 14 days after we receive your cancellation request. Please note that we must either have received the returned item or have received proof from you that you have returned the item.

If your order doesn't meet your expectations and you'd like to return your item(s), you're welcome to do so within 30 days of receipt. To initiate the process, please visit our return portal and follow the steps. It is not possible to return your items in store.

Is the item not quite what you expected? We're sorry to hear that! You're welcome to return your order within 30 days of receipt. Simply register your return through our return portal on our website—no account needed! Just have your order number and the email address used at checkout ready.

Unfortunately, you are unable to return your order at a physical Scotch & Soda store, as these locations are operated by franchise partners. All returns must be processed via post. Thank you for your understanding!

The same return rules apply to sale items as they do for regular full-price items. If the sale items meet our return conditions, you are welcome to return them within 30 days of receipt. Once we receive and process your return, we will refund the purchase price you paid.

Is the item too big or too small? While we don't offer direct exchanges at the moment, you can easily return the item through our return portal and place a new order for the correct size.

Once we receive your returned item at our warehouse, please allow a few working days for it to be scanned and processed for your refund. If your return shipment has arrived more than 7 working days ago and you haven't received your refund, please reach out to us at customercare@scotch-soda.co.uk.

You can return two orders in one package. Please ensure that you include the correct return packing slips for both orders or detailed information indicating which item belongs to which order to help us process your return smoothly and avoid any issues.

To request an order cancellation, please send an email to customercare@scotch-soda.co.uk. We cannot guarantee that we will be able to process your cancellation request in time. Please note that once your order is in a shipping status, we are unable to cancel it.

While we cannot guarantee address changes once an order has been placed, we will do our best to accommodate your request. Please send us a message at customercare@scotch-soda.co.uk with your correct address, and we'll assist you as best we can. Please note that once the order has been dispatched, we will be unable to change the delivery address.

If you need to make a size or color change for an order you've placed, please reach out to us as soon as possible at customercare@scotch-soda.co.uk. We will do our best to cancel the order and issue a refund, allowing you to place a new order with the correct item.

Did you forget to use your discount code at checkout? Unfortunately, we can't apply discounts after an order has been placed. However, you can still enjoy the discount by allowing us to cancel your current order so you can place a new one with the code applied.

In the shopping bag section of our website, you will find an option to apply your discount or gift card code.

We accept a variety of payment methods, including major credit and debit cards, PayPal, and other secure payment options displayed at checkout.

Sometimes, a payment may fail due to issues on the payment provider's side. If you receive an error message, please inform us. We also recommend checking your bank statement to see if the amount has been debited. If the payment was debited according to your bank but you received a payment error message, please contact us immediately.

Looking for the perfect present? Our digital gift cards, ranging from £10 to £250, make gifting effortless. Whether you're treating someone special or indulging yourself, they're an instant way to share refined style. Delivered directly via email, our gift cards are available for immediate use.

All the products on our webstore are sold including VAT.

If you have a Scotch & Soda gift card or voucher, please contact us at customercare@scotch-soda.co.uk.

As a first step, we recommend requesting a new password. Simply go to the Account section and click on "Forgot your password?" If you are still unable to log in, please contact us at customercare@scotch-soda.co.uk with the email address you are trying to use for your account.

Subscribe for exclusive offers and early access to new collections! When you visit our webstore you can subscribe to our newsletters. Scroll to the bottom of the page and there you can subscribe by filling in your e-mail address. Do you want to unsubscribe? You can do so by clicking the unsubscribe link at the bottom of any newsletter email.

Go to the webstore, click on account. There you can sign in or create a new account.

Upon request, we can provide you with an invoice for your purchased order via email. Please send us an email at customercare@scotch-soda.co.uk and include the order number for which you would like to receive the invoice.

For children, we use size numbers ranging from 4 to 16. For adults, sizes range from XS to XXL. Please visit the Size Guide page for the sizes per gender, or check the Product page. If you want any more specific measurements please send an e-mail to customercare@scotch-soda.co.uk.

Taking care of the pieces you buy ensures they stay looking their best for longer, benefiting both your wardrobe and the environment. Follow our simple care guide for advice on handling delicates, denim, outerwear, wool, leather, underwear, and swimwear.

We encourage you to visit our Scotch & Soda career site, where you can discover all the current internships and job openings available. We look forward to welcoming new talent to our team!

Scotch & Soda strives to deliver high quality products and services. If for any reason you may have a complaint, you can contact us by post or email. Please address to:

Scotch & Soda (UK)
13–14 Carnaby Street
London W1F 9PJ
United Kingdom

Email: customercare@scotch-soda.co.uk

We'd love to hear from you! You can reach us by post or email.

Mailing Address:
Scotch & Soda (UK)
13–14 Carnaby Street
London W1F 9PJ
United Kingdom

Email: customercare@scotch-soda.co.uk
Customer Support Hours: Monday to Friday, 9am–5pm