How do I pay for my order?

Once you have completed the checkout page you have to agree with the terms and conditions to get redirected to the payment page. We accept numerous payment methods. 

We accept: 

- Mastercard

- Visa

- PayPal

Is it safe to order online? 

We take your online security very seriously. Personal and payment information is safe and no data is sent over without encryption. Protecting your information is our highest priority. All orders are transmitted over secure internet connections using SSL (Secure Sockets Layer) encryption technology and other measures. 

What is a CVC/CVV/CID? 

The Card Security Code (CVC/CVV/CID) is an additional three or four digit security code that is printed (not embossed) on the front or back of your credit card. The CVC/CVV/CID is an extra security measure to ensure that you are in possession of your own credit card. 

When will I be charged? 

If your card is authorised, the payment will be taken immediately and you will receive an email confirming your order has been successful. Only paid orders will be handled. We will not charge you (afterwards) for any failed payment transactions. 


Where do you ship to? 

We ship throughout mainland Portugal. 

What’s my order status? 

You will be notified by e-mail at various stages during the dispatching process of your order.  

When will my order be shipped? 

We try to send packages within 24 hours with the exception of weekends and during bank holidays. After your order is shipped you will receive a tracking number by email to follow your package along its trip to your doorstep. 

Can I change my address? 

Unfortunately we are unable to change a delivery address once the order has been dispatched. Please note that we won’t ship your package again if you weren’t able to collect your package. 

How can I track my order? 

Once your order is sent, you will receive a tracking number by email to follow your package along its trip to your doorstep. Feel free to contact Customer Service if you have any further questions or concerns regarding the shipment of your order. 

What is the delivery time of my order? 

Your order will be delivered within 2 – 7 working days. Our packages are shipped with DHL and a signature may be required on receipt. If you are not around to take the delivery of your parcel, the carrier will leave a calling card telling you how to collect your package. Alternatively DHL will try two more times to deliver the package. 

What are the shipping costs? 

Free shipping on orders above € 150,-. For any order below € 150,- you will be charged € 4,95 per order. 

What can I do if something is wrong with my order? 

If you receive a wrong item or something is missing, feel free to contact Customer Service. Please send as many details as possible including specific order numbers.


How do I return an item? 

If for any reason you are not satisfied with your online purchase, you may return unused articles within 30 days of receipt (own expense). The articles must be returned undamaged and with their labels attached.

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. 

To return your order, please put the return form you have received in your package. Send the package to the following address: 


Returns Webstore 

John Henry Wiltonlaan 10 

2132 NV, Hoofddorp 

The Netherlands 

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 not be accepted. A refund of the returned goods will be made within 14 days to the card you used for the original purchase. Return costs are on your expense. Since we are not responsible for any items that are sent to us in error, we recommend using a postal service that insures the value of your returned products or gives you a proof of posting. 

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. 

Can I exchange my online purchase? 

Unfortunately we aren’t able to exchange your return. Once we receive your return in good condition, we will refund the returned articles within 14 working days. If the article you are looking for is still available, you can make a new order in our webstore. 

Have you received my returned goods? 

As soon as we receive your return in our warehouse, we will notify you by email. Please note that it takes a while to process your return. A refund will follow within 14 working days. 


Do I need an account to order online? 

You don’t need an account to order in our webstore.  

Can I change my order? 

Unfortunately we are not able to change an order once it has been submitted; this includes changing the size and colour of an item, removing an item or changing the delivery address. Of course you have the right to cancel the complete order. If you want to cancel your order, please contact Customer Service

Can I cancel my order? 

You have the right to cancel your order within seven working days. However, as we try to proceed your order as fast as possible, it might be shipped already. In this case, you may refuse the package when a delivery attempt is made or return all items and we will issue a full refund. If you want to cancel your order, please use our contact form and choose the option 'Cancellation' or call us during working days on (0031) (0) 23 799 2168. 




Where can I find more product information? 

You will find more information about the composition of the fabric on the product detail page. If you have any additional questions, please feel free to contact Customer Service

Is a product still in stock? 

Since we have a limited seasonal collection, products may run out of stock during the season. If the colour or size isn’t shown on the product detail page, it is no longer in stock. 

I’m looking for an article from last season 

Our webstore is updated constantly by adding new styles of our latest collection. 

Do the prices include vat? 

The prices in our webstore include VAT.

Technical Issues 

I’m having payment problems 

If you can’t pay for your order, there can be several reasons. Feel free to contact Customer Service if you have any further questions or concerns regarding your payment. 

There is an error on the webstore 

Our webstore should be working all the time. However, if you do find an error in our webstore, we would be really happy if you would let us know by contacting Customer Service.

Faulty Article 

I have received a faulty item from your webstore 

You should inspect Scotch & Soda goods for faults as soon as you receive them. If you think there is a defect, please let us know straight away by contacting Customer Service explaining what’s wrong and attaching photos to your message. Please note that we must be notified within 14 days if any items received are defective or damaged. 

I have a complaint about an article I bought in a Scotch & Soda store 

If you have any issue or complaint about an article bought in a Scotch & Soda store, we recommend to contact one of our Scotch & Soda stores about this matter. 


Privacy policy 

We are committed to protect your privacy and don’t distribute, sell or rent information you provide us to anyone. For more information you can check our privacy policy


How do I contact customer service? 

Feel free to contact us if you have any questions or concerns. We are always happy to help. 

Please send us a message with your question and order number by email.  You may also call us at (0031) (0) 23 799 2168. 

Our operating hours are from Monday to Friday, between 9:00 am to 5:00 pm (CET) with the exception of Dutch bank holidays. 


When will the new collection arrive? 

Twice a year we launch our collection that is available in our webstore, our Scotch & Soda Stores and other stores that sell our brand. Throughout the season different styles of our collection arrive. You may contact Customer Service to check when an article will be available. 


How often do I receive your newsletter? 

Every week we send our newsletter, with the latest news on our collections, our favourites and what is happening at Scotch & Soda. 

How do I unsubscribe from your newsletter? 

If you change your mind, you can unsubscribe at anytime by clicking 'unsubscribe' at the end of the newsletter.