Help / FAQ's

1. How do I find the products I'm looking for?

It's easy! Firstly select a department from mens, womens or junior and then use the side bar to filter your search by brand, category, price or even size. If you know what you're looking for, you can enter the description (e.g. ADIDAS FOREST HILL WHITE) in the keyword search bar at the top right of the page and click GO. If available, it will take you straight to any matching items. Alternatively you can click on 'What's New' to view Scotts Online's latest footwear and clothing collections.

2. Are the pictures shown on the website an accurate representation of the actual product?

Every effort is made during the photography process to ensure that the final picture that appears on the website is an accurate representation of the actual product. However, all monitors have different colour settings and that can affect how colour appears on screen. Please also click on pictures of the goods to view detail shots and close ups and be sure to read the description of the item you are wishing to purchase in order to ensure that you are ordering the correct colour way.

3. How do I order when I have selected the product(s) I wish to purchase?

If you wish to purchase the item, select the required size from the drop down menu then click 'buy' to add it to your basket. This will take you to the basket screen where you can review your selected goods and proceed to checkout. At this stage the basket can be edited by changing quantity or deleting selected lines. If you'd like to continue shopping or browsing the site you can hit the 'continue shopping' icon in the top left of the page. You can return to your basket at any time by clicking on the icon at the top of the page. Don't forget to check out our suggested hook ups to complete your look.

4. I want to purchase an item that I see online, but you don't have my size. Will it be coming back in stock?

If the item you are looking for is a Scotts Online Sale item or from a previous season, then that item is unlikely to be restocked. If you are looking at a newer item, please contact us and we will be happy to assist you further.

5. Can I order from outside the UK?

Customers from abroad can both register and place an order, as long as the order is for delivery on the UK mainland (excluding BFPO addresses), and payment is made using a credit/debit card registered to a UK address. We are planning to introduce an international shipping service soon. Please register to the site here and we'll keep you updated by email.

6. What can I do if I can't find the product I'm looking for online?

Try using the Power search or keyword search bar. If you're sure the product isn't online you can contact customer services at customerservices@rdscotts.co.uk who will give your more info on the availability of the item or try to locate the stock in one of your local RD Scotts stores.

7. What Credit/Debit cards can I use?

We accept VISA, MasterCard, Solo, Maestro/Switch and American Express. Please note that the credit/debit card used for payment must be registered to an address in the UK. We regret that we cannot accept any other form of payment that the above.

8. Is it safe to pay by Credit/Debit cards?

Yes! Scotts Online place great importance on maintaining the security of the information that you provide and for this reason we use advanced Internet security system to safeguard your data. All the data that you send through, including your credit/debit card number and name and address, is encrypted and converted into code before it is transmitted across the Internet. Therefore in the extremely unlikely event that the data should be intercepted, it would be encrypted and difficult to decipher.

9. Can I order Scotts Online Giftcards online or make payment for my online order using them?

We don't at present but are looking introduce both services soon. Please register to the site here and we'll keep you update by email.

10. How is my payment processed?

Once you submit your credit card information for approval, your bank/credit company checks to verify the amount of money available. If you have enough funds, then an authorisation code is given and the money is placed on hold. Once your funds are verified, then all of the billing information entered is verified with an AVS - Address Verification System. If your information is not exactly how your credit/debit card issuer has it on file, then your order will not process.

11. What are your shipping costs?

Our shipping charge for mainland UK delivery is £5.00. Your shipping charge remains the same regardless of the number of items that you order.

Throughout the rest of September, orders over £75 are shipped for free.

12. What is a discount code and how can I use one?

From time to time we may issue a discount code as part of a promotion. If you have received a code once you've finished shopping you can enter your unique code on the checkout page. You will automatically see the deduction and final amount that you will be charged. Please note that a discount code will have specific criteria and terms of use and will not normally be valid against the purchase of reduced items.

13. How long will it take for delivery of my order?

Delivery should be made within 5 working days after your order is accepted, to the address you give Scotts Online for delivery at the time you make your order, and in any event within 14 days of despatch of the order. Sometimes we may need to make additional checks on your payment details, which could delay your order. All delivery times quoted on the web site are estimates only, based on availability, normal processing and delivery companies. Please note that a signature is required at the time of delivery

14. Do I have to be there to sign for delivery?

All deliveries require someone to be present to accept and sign for the delivery. This is simply to ensure the goods were delivered and received correctly. If you cannot be present to sign for delivery, please remember that you can specify a different delivery address while ordering and have your order delivered to your office, a neighbour’s, etc.

15. Can the delivery be left safe if there is no one to sign for it and I authorise you that I am happy for this to happen?

No. When an address for shipping is supplied it is on the assumption that there will be somebody available to take delivery of the consignment. If there is nobody available at the address then for security purposes we will not authorise Initial City Link to leave the goods safe.

16. When will delivery be made?

Delivery will be made by our delivery service Initial City Link between the hours of 8am and 6pm Monday to Friday (excepting bank holidays).

17. How many attempts at delivery will be made?

Our delivery service Initial City Link will initially make two attempts at delivery. They will then hold the order at their depot for five working days to allow you to collect your order. Should there be no attempt by you to collect the order then the order will be returned to Scotts Online. If we then receive no contact from you regarding the order within five working days then we will refund your payment (minus our delivery charge).

18. How will I know if an attempt has been made to deliver my order?

The Initial City Link representative will leave a card, advising of the consignment number and the time of the attempted delivery. There will also be a contact number for the Initial City Link depot.

19. Can Initial City Link make any further attempts at delivery after two unsuccessful attempts?

They can, but only with the authorisation of Scotts Online. Please note that any further attempts are solely at the discretion of Scotts Online, and authorisation may not be given.

20. Can Initial City Link arrange for my goods to be delivered to another address after two unsuccessful attempts?

They can, but only with the authorisation of Scotts Online. Please note that redirection of consignments is solely at the discretion of Scotts Online, and authorisation may not be given.

21. Can I arrange for my order to be delivered on a Saturday?

No. We do not authorise Saturday deliveries under any circumstances.

22. Will my consignment be left with a neighbour if there is nobody available at the shipping address to take delivery?

Initial City Link are under instruction from us to only deliver to the shipping address we have supplied them with at the time of despatch. Unless we receive specific instruction from you authorising delivery to another address then we will not authorise them to deliver elsewhere.

23. What if I want to return my purchase after delivery?

A returns slip and instructions are printed on the despatch note. Please check out our returns help section for more info.

24. I am supplying very confidential information to you. How secure is your website?

All information supplied during the course of you placing an order is held on a secure database. Please click here for further information on security and privacy.

25. Why should I register on the Scotts Online site?

It's entirely up to you if you do but some of the benefits are: - the ability to enter our FREE online competitions, see the latest TV ads from our brands, see sneak previews of products coming soon, download wallpapers, send e-cards and sign up for regular e-news letters. We won't give your personal details to anyone outside of the Scotts Online organisation.

26. Why do you need my personal details when I order?

We require your name, address and postcode to ensure we send your order to the right place. We ask for a contact telephone number in case we need to contact you regarding your order. Please click here for further information on security and privacy.