Returns
Right of withdrawal
If for whatever reason you wish to return your online purchase, you can return unused items within 30 days of receiving your complete order. This is called the withdrawal period. Please note that our fragrances and detergent can’t be returned when 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 way.
Also, we need to receive the returned items within the 30 day withdrawal period. You can return the items in two ways: by post/courier, or in an official Scotch & Soda shop.
Orders placed online may be returned in an official Scotch & Soda store free of charge, or (as of the 15th of January) by post for a fee of €2,95 which is deducted from the refund amount.
Note that Outlet products can only be returned by post.
Return portal
Initiating a refund for your purchase is quick and easy with our Returns Portal. In the event your order does not meet your expectations, simply go to: https://return.scotch-soda.eu to begin the return process.
By Post or carrier (€2,95)
If you want to return your order by post or carrier, you can use the return label that is provided with your delivery. We are not responsible for products that are returned to us in error. We do recommend you use a courier service which provides insurance for the value of the items you return or at least provides you with proof of shipment.
Make sure the items you want to return are properly packaged.
Put the item(s) you wish to return in the box
Please stick the return label onto the package, covering the old label and bring your package to a DHL drop-off point. Please make sure you keep the shipping receipt as proof.
Please note that we can only accept items which are undamaged and have the original labels attached.
Your refund will be processed within 7 days after we have received your return in our warehouse. The amount of your return will be refunded via the original payment method. As of the 15th of January this will reflect a return fee of €2,95.
In an official Scotch & Soda store - Free
You can return your order in one of our official Scotch & Soda stores for free. You can find the closest store via our Store finder.
Bring a proof of purchase with you, like a packing slip or the order confirmation.
If the return meets all the requirements like stated on the "return" page, you will receive a return ticket in store. Please keep this safe.
Reimbursement
When you have used your right of withdrawal, we will refund the amount paid for the item concerned (shipping costs are on your expense) 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 that you can prove that you have returned the item.
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.
As of the 15th of January items purchased online and returned by mail are subject to a return fee of €2,95.
Fitting items
During the 30 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 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
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:
S&S Europe B.V.
John Henry Wiltonlaan 10
2132 NV Hoofddorp
The Netherlands
Phone: 018 28 87 870 (Monday till Friday 8.30 - 17.00)
E-mail: contact@sands-europe.com
If you are of the opinion that 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.