Home > Help

How can we help?Find the right answer

    Frequently Asked Questions

    If your order has not arrived by the estimated delivery date we’re here to help.

    Before contacting us it’s worth checking a few things first. Check the tracking link we sent in your despatch email to view up to date tracking information.

    Sign into your account to check we have the correct delivery information for your order and that all of your contact details are up to date.

    Check with your neighbours. If you weren’t in then the courier may have left the parcel with one of your neighbours. Check in any safe area's the driver may have left your parcel, such as in a porch or garden shed.

    If you still can’t find your parcel contact our Customer Service team quoting your order number.

    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 using PayPal, you can't return your order to a store. This includes exchanges.

    You may be able to cancel your order but we’re pretty quick at picking and packing your order which means you’ll need to be quick. You may be able to cancel your order up to 1 hour after placing but you’ll need to contact our Customer Service team to do it.

    All our UK Home delivery orders are despatched with tracking. You will receive a despatch email with a tracking link on for your order, alternatively you can log in to your account and view the tracking in your order history.

    When we send your despatched email there can sometimes be a delay between this being sent and the carrier receiving the order, as a guide for UK orders please allow up to 12 hours for your orders information to be visible. For orders to Ireland please allow up to 24 hours.

    Collect from Store orders are tracked internally but this cannot currently be provided to the customer. We will email you once your order is in store.

    Tracking may not be available on some International orders. Please allow the full delivery time before contacting.

    To check on the progress of your gift card order please /*call 0871 200 0648 or */email scotts@voucherexpress.co.uk

    Once an order’s been placed we are unable to add or change or amend any products from your order.

    You may be able to cancel your order but we’re pretty quick at picking and packing your order which means you’ll need to be quick. You may be able to cancel your order up to 1 hour after placing but you’ll need to contact our Customer Service team to do it.

    By Collect +

    You can return your items for FREE using Collect+ by entering your order number and email address to print off a label. Collect+ have over 500 parcel drop points in local stores. Many have extended opening hours and are open seven days a week, so you can return items at a time and place that suits you. Visit https://www.collectplus.co.uk/scotts for more info. You will receive proof of postage, online tracking and compensation cover up to £50.

    By Post

    You can make your own arrangements through any postal carrier but we recommend you use one who can give you a "Certificate of Posting" as, until the parcel reaches us, it's your responsibility.

    Scotts Internet Returns,
    Door 2,
    Kingsway Business Park,
    Rochdale,
    OL16 4FW.

    To Store
    If you’ve paid by credit or debit card just pop down to one of our stores nationwide, take your despatch note and the goods you want to return, and the store team will be happy to offer you an exchange or a refund. If you have bought an item in store, you can return for an exchange only.

    Unfortunately, we can't refund orders paid by PayPal back in store. We will send your parcel back to our returns centre and your refund will be processed once we have received your parcel.

    Visit our Store Finder to find your local store.

    By Collect+
    We recommend using Collect+ to return your order for FREE. Collect+ have over 5,000 parcel drop points in local stores. Many have extended opening hours and are open 7 days a week, so you can return items at a time and place that suits you. Visit Collect+ where you can create a returns label for FREE. You will receive proof of postage, online tracking and compensation cover up to £50.

    By Doddle
    Doddle is FREE and uses many locations over the UK, which include the likes of train stations, shopping centres, and universities. You don’t need a label. You don’t even need to repack it, just bring your items and your completed despatch note. Doddle will do the rest. It’s completely free, Doddle will print a label and get the order safely back to us so that we can process your refund. You can return any online order to Doddle, even if you had it delivered to home or another collection point like Collect+.

    Simply visit Doddle for more information.

    By post
    You can make your own arrangements through any postal carrier but we recommend you use one who can give you a ‘Certificate of Posting’ as, until the parcel reaches us, it’s your responsibility.

    Please return to:
    Scotts Internet Returns,
    Door 2,
    Michael Faraday Avenue,
    Milnrow,
    Rochdale,
    OL16 4FW.

    Tracking is available on most Standard deliveries and on all Tracked Express and Next Day deliveries. Please use the tracking link on your dispatch email which you will have received with your order. You can also log in to your account and view the tracking in your order history.

    As long as we’ve not indicated that you can’t in the product description or in the offer itself, you are welcome to return any sale item in the same way as any other item.

    We’re really sorry about that! Get in touch via the Contact Us page and we’ll do our best to sort the problem out for you.

    The length of time it takes for your order to get back to us depends on the method of return you choose. If you’re able to return your order to a store and obtain a refund, you’ll usually see the funds in your account within 5-7 days.

    If you’re returning your order to our Returns Centre, Collect+ returns take up to 5 days to get back to us and other carriers can vary depending on which service you've chosen.

    Once our Returns Centre have received your return and it’s been accepted, they’ll send you a confirmation email and process a refund within 24 hours. PayPal customers can expect to see the funds in their PayPal account immediately, and credit/debit card customers can expect to see their refund within 5-7 days.

    Not just yet, but we are working on it. In the meantime, you can still use your scotts Gift Card in store.

    Loading

    We accept the following payment methods
    Visit our corporate website at   www.jdplc.com Copyright © 2019 Tessuti Limited t/a scotts, All rights reserved.
    Loading

     
    Back to Top