Find the answer to some of our frequently asked questions below.
Problem? No Problem.
Shipping & delivery
I have received one item, but where is the rest of my order?
Orders containing multiple items have the potential to be split shipped to fulfil your order. You will receive an email with a tracking number for each separate delivery. If you have not received an email, please contact customer service via email at firstname.lastname@example.org
I think my parcel is lost in transit...
Do you offer free shipping?
We offer free standard shipping on all orders above $100, and free express shipping on orders above $500.
How can I track my order?
Once you order is dispatched, you will receive shipping confirmation along with tracking details for your order.
Returns & exchanges
How long do I have to return my order?
Can I return in-store purchases online?
Unfortunately, we cannot refund or exchange in-store purchases at our online fulfilment centre. In-store purchases must be returned in store for a refund or exchange. Find your nearest Scotch & Soda store here.
Can I return online purchases in store?
You can return your items purchased in store or online to any Scotch & Soda store for an exchange, credit note or refund.
For more information regarding our Returns Policy please visit our returns page.
Do you offer free returns?
Can I exchange an item?
If you have purchase the wrong size, you can exchange your item online for another size. Alternatively, you can visit one of our stores to exchange your item for another size or product.
Orders & payments
I'm having issues processing my payment
What payment options do you offer?
We accept the below payments:
- American Express
- Apple Pay
- Google Pay
Can I use my in-store issued credit note online?
My discount code isn't working
If your discount code isn't working, please contact our Customer Service Team via email at email@example.com
Each discount code has its own terms & conditions - please make sure your discount code is eligeble to use on your purchase. Be aware that only one code can be used per purchase. Sometimes, we run promotions where a discount code has already been added to your cart. During these promotions, you are unable to use another discount code.
What does Online Exclusive mean?
Our Online Exclusive items are only available to purchase online. You can still place it as a click & collect order if you prefer to pick it up from store.
Club Soda account
How do I join Club Soda?
I signed up in-store, how do I access and redeem my rewards online?
Is there a fee to join the Club Soda Rewards Program?
No, Club Soda is free to join and designed to reward you each time you shop.
What details do I need to provide to sign up?
You will need to provide your full name, personal email, and country of residence. We ask for your date of birth so we can send you a birthday reward.
Can I opt out of emails?
If you opt out of emails, we won't be able to keep you up to date with exclusive offers and rewards. We'd love to stayin touch but if you no longer wish to receive emails, you can follow the unsubscribe link at the bottom of any Club Soda email.
Please note, if you unsubcribe, you won't receive notifications about your loyalty rewads and benefits. Alternatively, contact our Customer Service Team via email at firstname.lastname@example.org
How often is my tier status reviewed?
Your tier status is reviewed daily, calculating your spend over the previous 12 months.
You will move to a higher tier status as soon as you meet the spend threshold.
On your tier anniversery date, your 12 month spend will be reviewed to determine whether you maintain your current status or move down a tier.
How do I maintain my Club Soda tier status?
When you reach a Club Soda tier status, you will enjoy the full benefits of the tier for 12 months, unless you move up to a higher tier status.
What is my spend balance?
Your spend balance is your net cumulative spend (i.e after discount, returns and other deductions) made at Scotch & Soda online or in store over a 12 month perod.
What is my tier anniversary date?
Your tier anniversary date is 12 months from the date your Club Soda status was obtained. On your tier anniversary date, your spend balance will be reviewed to determine whether you maintain your current status or move down a tier.
How do I view and update my personal details?
I forgot my password or it doesn't work
If you forget your password, you can request a new one by using the “Forgot Password” button on the login page. When you enter your e-mail address a new password will be sent automatically to that email address.
If you are still having issues, please contact our Customer Service Team via email at email@example.com
Club Soda shopping
How do I earn rewards?
You will receive a $20 Reward for every $300 you spend over 12 months online or in store.
You will also receive a $20 reward when you sign up and up to a $100 Reward on your birthday.
How do I find out my rewards balance?
Simply log into your account and select the "My Rewards" tab to view you rewards balance. Alternatively, you can ask a stylist in store, or contact our Customer Service Team via email at firstname.lastname@example.org
Can I earn rewards when purchasing sale items?
Yes, you can both earn and redeem rewards when purchasing sale items.
Can I earn rewards when purchasing a Gift Card?
No, you cannot earn rewards when purchasing a gift card.
When will my rewards appear in my account?
For purchases made in-store, your rewards balance will be updated the next day.
For online purchases, your rewards balance will be updated when your order is dispatched.
Club Soda rewards
What rewards will I receive?
When you join the Club Soda Rewards Program, you'll gain accessto exclusive rewards and benefits:
- $20 reward when you sign up
- $20 reward for every $300 you spend
- Up to $100 reward on your birthday
- Up to $100 on your reward anniversary
Is there a minimum spend on purchases using rewards?
No, there is no minimum spend on purhasing when using rewards.
Can I use more than one reward in the same purchase?
Yes, you can use more than one reward in the same transaction both online and in store, just remember to use them before they expire.
My reward has expired. Can I still use it?
No, you cannot redeem your reward if it has expired. We make an effort to send email remindersto ensure you can use your reward before it expires. Please note our store stylist are unable to amend the expiry dates on rewards.
Can I use my reward with other promotions?
Yes, you can redeem rewards in conjuction with promotions unless otherwise specified in the Terms & Conditions of the promotion.