Frequently Asked Questions | scotts online uk

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FAQs

Product Information

Do you have a size chart?

Yes and you can see it here or by clicking on the size chart tab when viewing a product.

I've found the product I want but can't select my size

This usually means we are out of stock in that size. We do re-stock some of our lines however so it may be worth dropping an email to our Customer Service team, quoting the product code and we'll let you know if the item will be available again.

It's worth noting that products which have been reduced in Sale are very unlikely to be restocked.

Alternatively, you could send an email to Stock Inquiries and they'll let you know if any of your local scotts stores have stock available.

I cannot find the product I'm looking for. Does this mean you don't stock the item?

Possibly, or it may mean we're temporarily out of stock. Send our Customer Service team an email with as much information about the product as possible and we'll let you know we stock the item and if it will be available again.

I've seen a product online. Will my local scotts have it too?

They may. Send an email to Stock Inquiries with the product number, your size and location and our team will check your nearest scotts stores.

If you prefer, you can use our Store Finder to get the phone number and locations of your local scotts stores and and ask them yourself.

I've seen something advertised but cannot find it online?

Get in touch with our Customer Service team and give them as many details as possible - where you saw it, the brand, style name and colourway if possible. We'll do our best to track it down.

Can you give me any more information on a product?

We try to give as much information as possible about all our styles in the product information including the colour, materials and of course plenty of clear images, which you can zoom in on to get a closer look at the details.

If you do need any more info send an email to our Customer Service team and we'll do our best to help you out.

Are the pictures shown on the site an accurate representation of the actual product?

We make a huge effort during the photography process to ensure the images you see online are as close to the real thing as possible. It's worth noting that all monitors have different colour settings so use the zoom functionality to get a close up view of the items and check the product description for information on the colourway.

My Order

Has my order been sent yet?

We understand you want your new scotts gear as soon as possible so we'll email you as soon as it's been despatched to let you know. We'll also send you a link which you can use to access our couriers website to track the delivery.

Can I track my order?

Yes! We'll send you a link when the order has been despatched so you can track the delivery. You can also log into My Account to check the status of your order.

Can I cancel my order?

You can but be quick. Once the order has reached a certain point we will not be able to cancel it. Remember you can always return an unwanted item to us or any of our stores in the UK.

Can I change or add items to my order?

Unfortunately, once the order has been placed we can't change it before despatch. Sorry.

You've sent me the wrong items

We're only human and occasionally mistakes can happen. If it's happened to you we're very sorry and we'll do our best to get the right items to you as soon as possible. Get in touch with our Customer Service team and let us know.

Part of my order is missing?

Sometimes we don't send everything you ordered at the same time. Please check your despatch note or emails for more information on whether the remainder of your order will follow. If we have not been able to supply all the items in your order we'll email you to let you know and only take payment for what we have despatched.

If the delivery note says an item should be in your parcel but isn't, please contact Customer Service and we'll look into it.

Payment & Security

Which methods of payments can I use?

You can pay using any of the following methods.

Visa
MasterCard
Visa Electron
Maestro
American Express
Solo
PayPal

We take security very seriously so you can rest assure when you enter any of your details they'll be safe with us.

Paypal

If you pay using Paypal, you will not be able to return items to scotts stores. This is because our tills are unable to process those Paypal returns. Sorry if this is an inconvenience.

What is Mastercard SecureCode?

As an extra layer of security, Maestro customers can now benefit from Mastercard SecureCode. For more information on Mastercad Securecode please read What is Mastercard SecureCode?

When will my card be charged?

If your order is confirmed, we will only debit your card when the order is being despatched. If we have been unable to get payment we'll email you to let you know and your order will be held.

Please remember that some card issuers may reserve the money before we have taken payment or even if your card hasn't be authorised.

Can I use my scotts Giftcard to pay Online?

Not at the moment but we are working on it. We are also planning on selling Giftcards online too. Register to the site and we'll make sure you're one of the first to know when it happens?

I have a discount code. How do I use it?

You can enter any promotional codes you have in the basket. Enter the relevant number and click redeem. The total should then update. If the code doesn't work please check that it is in date and you have the added the correct products to your basket to qualify for the discount.

If you have found a code on a 'money saving' website, don't be surprised if it doesn't work, as most of these will have expired or will only be usable by certain people.

I forgot to use my discount code?

Sorry but if you didn't enter the code during checkout we cannot apply it after the order has been placed.

Is it safe to order online?

Yes. When you input your name, address or credit/debit card details on to the web site, the information is protected by the use of Secure Socket Layer (SSL) technology. This encrypts your details and ensures that the information you submit can not be read in the unlikely event it is intercepted. If you are unsure as to when the SSL security is being applied, check that there is a Padlock icon or Key icon in the grey bar at the base of the page you are reading.

Signing Up & My Account

Do I need to sign up to shop at scotts?: Yes, but it's worth your while. By registering your details you won't have to enter the same information every time you order. You can also choose to receive regular email updates on the latest and best fashion available at scotts, as well as competitions, discounts, offers and news.
Do I have to sign up to enter competitions?: Yes. We need your information to ensure that if you're lucky enough to win, we can contact you to let you know. By signing up you'll also receive regular email updates on the latest and best fashion available at scotts, as well as competitions, discounts, offers and news.
What's My Account?: Once you have registered you can access your account at anytime by clicking on the My Account link at the top of the page. Here you can change your preferences, update your payment information and address book, track your orders and manage your account password.
I've forgotten my password?: Did you think of your password a bit too quick? No problem. Click on password reminder and we'll send you a new password to your account email address. Don't worry if it's complicated. Once you've logged in you can go to my account and set it to something more memorable.

Delivery

How much is it?

scotts has a UK standard delivery charge of £3.99 and we'll deliver orders of £50 and over absolutely FREE. For Channel Islands, Ireland and other non UK destinations please click here

How long will it take?

Delivery to mainland UK is usually within 2 working days of your order being accepted. Non UK orders can take anything from 7 working days of dispatch.

When will my order be delivered?

Depending on the courier we use to send your parcel delivery can be attempted anytime between 8am and 8pm Monday to Friday (except Bank Holidays). We will send you more info by email once your order has been placed.

Do I need to sign for the delivery?

A signature is required for all UK deliveries and if you're not available our courier may try a neighbour and post a card at your address to let you know.

Can I send my order to another address?

Yes, of course. You can select a different address during the checkout and save it to your address book for next time you shop. You can update your address book at any time by logging into the site and clicking on my account.

Can I get my order any sooner?

We don't offer next day delivery yet but we're working on it so keep checking back.

Can I track my delivery?

Yes. Order tracking is available in the My Account page or we'll send you a tracking link via email when the order has been dispatched.

Please note that some non UK orders are sent via Royal Mail and real time tracking may not be available.

Will you deliver to me?

scotts will ship anywhere within the UK including Northern Ireland and the Channel Isles.

We also offer a delivery service to Ireland, BFPO addresses and many countries around the world. Please click here for more info on where we deliver to and how much we charge.

What happens if I miss my delivery?

Our courier will try at your neighbours and if they're available to sign will leave it with them and post a card through your door to let you know. If our courier misses you or your neighbours they'll leave a card and try again the next working day. If they miss you again, they'll leave you another card and take the goods back to the nearest depot where they can be collected.

I can't get to the depot to collect?

Don't worry. Just give our internet team a call on 0161 767 1700 or mail us at help@scottsonline.co.uk and we'll help you arrange a re-delivery.

Returns

Can I return my order?

Easy! If you've paid by credit or debit card just pop down to any of our UK stores, take your despatch note and the goods you want to return, and the store team will be happy to offer you a refund or exchange.

Don't know where your nearest scotts is? Check our Store Finder.

What if I can't get to a store?

No problem. Fill in the returns form on your despatch note and post the goods to the following address.

Online Returns
scotts online
Hollinsbrook Way
Pilsworth, Bury
Gtr. Manchester
BL9 8RR

How should I send it?

We recommend you post any returns to us using a carrier who can give you a “Certificate of Posting” as, until the parcel reaches us, it's your responsibility.

Do I have to pay to return?

We're sorry but if you are returning items because you have changed your mind it will be at your cost and we will not refund your original delivery charge.

We will however exchange any unwanted returns and re-send them without any further charge.

Remember, if you've paid by credit or debit card you can return your order to any of our scotts stores.

How long can I keep my order before returning?

We ask you return your items to us within 28 days of receiving them.

How long will it take to get my refund?

Refunds are usually processed within a few days of us receiving the goods back.

Please allow a further week for the amount to show on your account. Sorry if this seems a little long but the timeframe is dictated by your bank or card issuer and we have no control over it.

We'll refund you by the same method as payment (i.e. same card, Paypal)

When will I receive my exchange?

Exchanges are usually processed and despatched within a few days of us receiving the goods back.

We can only exchange an item for a different size or colour in the same item or for a different product of the same (or lower, with us refunding you the difference) price as the original item.

Please state clearly on the returns section of the despatch note which item you want to exchange and for what.

If we haven't the stock available we'll refund you and send you an email to let you know.

You've sent me the wrong items

The item I received is faulty

If you think the item your received is faulty get in touch with Customer Service and we'll see what we can do about it.

I've bought my items using a promotional discount. Can I still return them?

Yes, if a discount code was applied to your we'll will adjust the refund to reflect this.

When returning any goods purchased as part of a multi-buy offer (2 for £20, BOGOF etc.) , we ask that you return any additional products purchased as part of the promotion.

Anything else I need to know?

Certain products we sell may have a slightly different returns policy but we'll let you know about this in the product description.

Underwear and Swimwear can be tried on but please do so over your own underwear if you're thinking of returning. If this doesn't appear to have been done we won't accept them back. If you've paid via Paypal, you will not be able to return items to scotts stores. This is because our tills are unable to process those Paypal returns. Sorry if this is an inconvenience.

Customer Services