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    Frequently Asked Questions

    If you are disputing the delivery of an order and have been asked to complete a Missing Parcel Declaration form, here’s some guidance on completing the form.

     

    In the email you receive from Customer Care, there will be a link to take you to a PDF viewer. You can download the form by clicking on the download icon in the top-right corner.

     

    If you have access to a printer, please print the document and ensure that all fields are completed accurately. Any incomplete fields will delay the investigation. Once complete, the quickest way to return the document is to take a picture of the completed document, attach it to an email and send it to our Customer Care Team.

     

    If you don’t have access to a printer, there are various free apps and programs available to help you add text to the PDF document, simply search for “PDF Editor” and there are many options for your device. Some devices with touchscreens even allow you to add handwritten notes. Again, please ensure all fields are completed before you save the edited document. Next, please attach it to an email and send it back to our Customer Care Team.

     

    If you don’t have access to view the document electronically, please call us and we’ll arrange to post a Missing Parcel Declaration form to you.

     

    Although you may have placed one order, we sometimes split the items across multiple deliveries so we can get them out to you as and when they’re ready. We would require a completed declaration for each delivery you’re disputing, not each order. It’s important that you understand which items were included with each delivery you are disputing. Your declaration is key to starting and completing our investigation.

    We will send you an email and text message update once your order has been despatched.

    Please log into your account https://www.scottsmenswear.com/myaccount/dashboard/ to view the most recent update on your order.

    Alternatively, you can check the tracking link we sent in your despatch email to view the latest tracking information or here, however, please note Click and Collect orders  cannot be tracked on through this service.For Click and Collect orders the store will notify you when your order is ready to be collected.   

     

    Still need help? Call us on 0161 220 8200! Be sure to have your order number ready so we can help you as quickly as possible.

    Order by midnight to receive your parcel within 2 days of the following day, e.g. order at 22:30pm on Wednesday, receive it before Friday evening.

     

    The following postcodes are excluded from this delivery promise:

     

    Scottish Highlands - AB36-38, AB55-56, FK17-21, IV1-39, IV52-54, IV63, KW1-14, PA21-40, PH19-26, PH30-41, PH49-50

     

    Scottish Islands - HS1-9, IV40-51, IV55-56, KA27-28, KW15-17, PA20, PA41-49, PA60-78, PH42-44, ZE1-3

     

    Islands: BT, IM

     

    Jersey – JE

     

    Guernsey – GY

     

    Check out the delivery pages to see whether it’s currently available.

    SORRY YOUR ORDER WAS CANCELLED
    IF THE ITEM (S) YOU'VE ORDERED IS OUT OF STOCK AT THE TIME OF PACKING YOUR ORDER, WE NEED TO CANCEL IT. PLEASE ALLOW UP TO 5 WORKING DAYS FOR YOUR REFUND, DEPENDING ON YOUR PAYMENT METHOD
    OUR CUSTOMER SERVICE TEAM WONT KNOW IF A PRODUCT IS COMING BACK IN OR NOT SO WHY NOT TAKE A LOOK AT OUR 'NEW IN' SECTION TO SEE IF SOMETHING CATCHES YOUR EYE



    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 a refund. 


    Visit our Store Finder to find your local store.

    By Post:
    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 

    Door 2 

    Michael Faraday Avenue 

    Milnrow 

    Rochdale 

    OL16 4FW

    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

     Call us on 0161 220 8200! Be sure to have your order number ready so we can help you as quickly as possible.

    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.



     
     
     
    Please see our full FAQ here

    If your order is being delivered within the EU there will be no import charges up to order value of 150€. Potential import charges over order value of 150€.

    For orders being delivered outside the EU, import charges may apply regardless of the order value.Please check the customs duty threshold of the country you are sending your items to before you order, and to avoid charges, keep your basket below the threshold.

    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 or just follow the link https://www.scottsmenswear.com/track-my-order/You can also log in to your account and view the tracking in your order history.

    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 us on 0161 220 8200

    If you change your mind you can return it to us free of charge by taking it to one of our stores or by posting it back to us. If your item is direct from our brand partner this must be returned direct to them using the free returns label. For further information, visit our returns section to view all of your returns options.

    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.


    IF YOU HAVE ORDERED THROUGH AN INSTORE KIOSK AND WOULD LIKE AN EXCHANGE OR TO RETURN AN ITEM, YOU WILL NEED TO DO THIS INSTORE AS WE ARE UNABLE TO PROCESS EXCHANGES OR RETURNS FOR KIOSK ORDERS VIA OUR DISTRIBUTION CENTRE. FIND YOUR NEAREST STORE HERE







    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.

    Scotts Internet Returns 

    Door 2 

    Michael Faraday Avenue 

    Milnrow 

    Rochdale 

     

    OL16 4FW

    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, returns take up to 10 days. Check your tracking from your chosen courier.
    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 up to 5 days for this to show in your account, depending on your payment method.

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

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    Visit our corporate website at   www.jdplc.com Copyright © 2022 Tessuti Limited t/a scotts, All rights reserved.
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