DO YOU HAVE A SIZE GUIDE?
Our size guide page will help you to find the right size in our clothing. The measurements of our Men, Women, Boys and Girls collection are shown in both centimetres and inches. However, if you still have questions regarding your size, please feel free to contact Customer Service. They will be happy to advise you.
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. You can also contact a store near your home and check if they still have the item in stock. Our stores are listed in our Store Finder.
I’M LOOKING FOR AN ARTICLE FROM LAST SEASON
Our webstore is updated constantly by adding new styles of our latest collection. If you are looking for an article of last season, we recommend contacting a store near your home to check if they still sell the item you are looking for. Our stores are listed in our Store Finder.
DO THE PRICES INCLUDE GST?
The prices in our webstore include GST.
DO I NEED AN ACCOUNT TO ORDER ONLINE?
You don’t need an account to order in our webstore. However, setting up an account will allow you to view past orders and the status of your current order. Creating an account is easy and can be done at the checkout.
I FORGOT MY PASSWORD OR IT DOESN’T WORK
If you forget your password you can easily request a new one by using the “Forgot Password” button on the log in page. When you enter your e-mail address a new password will be sent automatically. If you are (still) having login problems, please feel free to contact Customer Service.
WHAT IS A FACEBOOK LOGIN?
You can automatically create an account with Scotch & Soda by using the Facebook connect button on the login page. After signing in, you will be able to login from both your Scotch & Soda account and your Facebook account.
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 contact Customer Service.
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.
HOW DO I PAY FOR MY ORDER?
Once you have completed the check out page you have to agree with the terms and conditions to get redirected to the payment page. We accept numerous payment methods.
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 e-mail 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 SCOTCH & SODA AUSTRALIA DELIVER TO?
Scotch & Soda Australia only delivers to addresses within Australia. Please refer to the Store Finder if you are outside of our delivery area.
WHAT’S MY ORDER STATUS?
You will be notified by e-mail at various stages during the dispatching process of your order. If you have an account, you can login and check “My Orders” for the current status 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 e-mail 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 e-mail 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?
Deliveries are sent during normal business hours between Monday and Friday. Purchases made on weekends and public holidays will not be received by our warehouse for processing until the next business day. We do our best to process your order in a timely fashion, but delays can occur during sale periods.
Our packages are shipped with Australia Post and a signature is 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.
Once your order is ready for pickup by Australia Post, a dispatch notification will be sent to the email address provided at checkout. You will be able to use the consignment number sent by Australia Post to track and trace your package from Scotch & Soda to your doorstep.
Standard delivery to metropolitan areas will usually arrive within 3-5 business days after dispatch. For regional areas, delivery is between 5 to 14 business days after dispatch.
Choosing the Express Post option will ensure that you receive your delivery the day after dispatch only if you are within the Australia Post next day guaranteed network (please check here prior to ordering).
WHAT ARE THE SHIPPING COSTS?
Standard shipping is free and an Express Post service is also available for $12*. Please note that returning costs are your expense.
*Subject to change
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). Articles purchased on sale can’t be returned if you simply change your mind or misjudge your size, however, we are always happy to help you exchange for the perfect fit if you contact Customer Service prior to returning your article/s. We will also accept the return of sale items where there is a fault or the garment is not as pictured or described in our webstore.
Please note that Barfly, our fragrance, cannot be returned. Online orders cannot be returned to other stores.
Please fill in the return form you received and attach it to your package. Please use the following returning address:
Scotch & Soda Australia
C/- Mogo Clothing Australia Pty Ltd
PO Box 3547
Newmarket Qld 4051
Once we receive your returned items, all goods will be inspected. Articles must be returned undamaged and the original labels must be attached. Any item in unsuitable condition will be rejected. We will refund the returned goods within 14 days to the account you paid with. Returning 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 the returned products or provides a tracking number.
CAN I EXCHANGE MY ONLINE PURCHASE?
If you would like to exchange an article, please contact Customer Service before sending your article back so we can confirm availability and put the exchange article aside for you. Once we receive your return in good condition, we will ship the exchange article within 3 working days.
HAVE YOU RECEIVED MY RETURNED GOODS?
As soon as we receive your return in our warehouse, we will notify you by e-mail. Please note that it takes a while to process your return. A refund will follow within 14 working days.
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 8 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. All our stores are listed in the Store Finder.
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 firstname.lastname@example.org and we will get back to you within 3 working days.
Our operating hours are from Monday to Friday, between 9:00 am to 5:00 pm (AEST) with the exception of Queensland public holidays.
WHERE DO I FIND ARTICLES USED IN THE CAMPAIGN AND LOOKBOOK?
You can find articles in the online look book. Contact Customer Service if you are still having trouble finding your favourite style.
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. Please check our Store Finder for a complete overview. Throughout the season different styles of our collection arrive. You may contact Customer Service to check when an article will be available.
HOW DO I SUBSCRIBE TO YOUR NEWSLETTER?
You can easily subscribe to our newsletter in the bottom of our website, and be the first to hear about what is happening at Scotch & Soda.
HOW OFTEN DO I RECEIVE YOUR NEWSLETTER?
Every few weeks 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.