Frequently Asked Questions

PRODUCT

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.

 

ORDERING

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.

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.

 

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.

 

PAYMENT

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.

 

DELIVERY

Please read our Delivery Information.

RETURNS

Please read our Return information.

FAULTY ARTICLE

Please read our Faulty Article/Item information.

PRIVACY

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.

 

CONTACT

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 webstore@scotch-soda.com.au 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.

 

COLLECTION

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.

 

NEWSLETTER

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.

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