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Frequently Asked Questions
We are fully committed to ensuring the safety of our customers and colleagues as we begin to open our UK stores. Lessons learned from opening our stores in Europe will be applied and we will be continually reviewing the measures we have in place to reflect the changing situation.
We will implement comprehensive safety and social distancing measures to keep you and our colleagues safe in store.
These will include:
- Managing the total number of customers in the store at any given time, ensuring that we keep within the maximum number established for each store. This will enable you to comfortably follow the social distancing measures we have implemented.
- A colleague at the entrance of every store to manage access and also answer any questions you may have about the measures we have put in place.
- Clear signs at the entrance and around the store asking you to keep two metres apart.
- Hand sanitiser at the store entrance and outside our customer lifts and escalators.
- Providing face coverings for any of our customers should they want one
- Protective screens at our cash desks.
- Regular cleaning of cash desks, footwear benches and other busy areas.
· Our changing rooms will remain closed for the time being.
· We are going to separate returned stock from new or old stock for 72 hours
Have you met Becky, our customer care bot? She can provide you with answers to most of our popular questions including tracking your order, returns info and much more. Start a chat with her on the FAQ pages, she'll pop up on the bottom right.
You can find answers to our most frequently asked questions, within our FAQ's.
If you'd like to email us, you can find our customer service form by clicking here. Just click 'contact us' when you get on page and scroll down to the bottom.
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.
Once an order’s been placed we are unable to add or change or amend 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 after placing but you’ll need to contact our Customer Service team to do it asap.
You can return your order for free by visiting our portal. Click here for a range of different return options! Free returns are for UK customers only.
If you are outside of the UK you can return your items directly to us using the address mentioned below. We do advise getting a certificate of posting just to ensure we receive your unwanted items safely. Please note that the items are your responsibility until they reach us.
Michael Faraday Avenue
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/Apple Pay/Klarna/Clearpay 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.
To post your item to us for free, please visit our portal for a range of different options. You can go to our portal by clicking here. Free returns are for UK customers only.
If you are outside the UK you can return your items directly to us using the address mentioned below. We do advise getting a certificate of posting just to ensure we receive your unwanted items safely. Please note that the items are your responsibility until they reach us.
Scotts Internet Returns
Michael Faraday Avenue
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.
Due to the current situation and closures of our stores please expect there may be some delays in returns being delivered back to our warehouse. We have extended our returns policy so please be reassured that you can still make your return when the situation improves.
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, returns take up to 10 days
Once our Returns Centre have received your return and it’s been accepted, they’ll send you a confirmation email and process a refund.Please allow 5 days for this to show in your account
Not just yet, but we are working on it. In the meantime, you can still use your scotts Gift Card in store.