Fall Sale | 30% Off All Fall Styles

Click & Collect now available at Commercial Bay, Auckland

Free standard shipping on orders over $200

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Problem? No Problem.

Find the answer to some of our frequently asked questions below.

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 then please contact customer service via email at support@scotch-soda.co.nz

I think my parcel is lost in transit...

If your parcel has not arrived and you believe it is lost in transit, please lodge an enquiry with the courier in charge of your delivery. You can also contact us to assist in lodging this enquiry via our Customer Service team. They are available through our online chat function at the bottom right-hand side corner of your screen from 11:00am to 7:00pm (NZST) Monday to Friday excluding Queensland Public Holidays.

You can also contact customer service via email at support@scotch-soda.co.nz  - our friendly customer service team will endeavour to respond to your enquiry within business hours.

Do you offer free shipping?

We offer free standard shipping on all orders above $200.

How can I track my order?

Once you order is dispatched you will receive shipping confirmation, along with tracking details for your order.

I long do I have to return my order?

Once your order has been completely delivered you can return your item(s) within 14 days for a refund. Please visit our returns page for more information.

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 that you have 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.

Can I exchange an item?

We currently don't offer exchanges online, unfortunately. If you've purchase the wrong size, we suggest returning your item and placing a new order, or visiting one of our stores where you can either return your item or exchange it to the correct size.

Do you offer free returns?

We do not offer free return shipping for change of mind returns. You can learn more about our Returns Policy here. If you have any additional questions, please contact customer service via email at support@scotch-soda.co.nz 

I'm having issues processing my payment

If you are having difficulty processing your payment, there could be several reasons for this. Our Customer Service Team is available through our online chat function at the bottom right-hand side corner of your screen from 11:00am to 7:00pm (NZST) Monday to Friday excluding Queensland Public Holidays.

What payment options do you offer?

We accept the below payments:

- Visa

- Mastercard

- American Express

- ApplePay

- PayPal

- AfterPay

- ShopPay

Can I use my in-store issued credit note online?

Our store issued credit notes cannot be redeemed online at this time. For your local store please see our store locator. If you have any questions, please contact our Customer Service Team who is available through our online chat function at the bottom right-hand side corner of your screen from 11:00am to 7:00pm (NZST) Monday to Friday excluding Queensland Public Holidays.

My discount code isn't working

If your discount code isn't working, please contact our Customer Service Team who is available through our online chat function at the bottom right-hand side corner of your screen from 11:00am to 7:00pm (NZST) Monday to Friday excluding Queensland Public Holidays.

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. From time to time, 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.

I forgot my password or it doesn't work

If you forget your account 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 our Customer Service Team is available through our online chat function at the bottom right-hand side corner of your screen from 11:00am to 7:00pm (NZST) Monday to Friday excluding Queensland Public Holidays.

You can also contact customer service via email at support@scotch-soda.co.nz