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Frequently Asked Questions

Below we have put all your questions onto our Frequently Asked Questions page. Take a look, we are here to help!


How do I contact customer service?

We're here to help you every step of the way. Our Customer Service Team is available via email at support@scotch-soda.co.nz or call toll free (+61) 1800 375 099 from 11:00am to 7:00pm (NZST) Monday to Friday excluding weekends and Queensland Public Holidays.

Our friendly customer service team will endeavour to respond to your enquiry within business hours.

I’ve received one item, but where’s 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 or call toll free (+61) 1800 375 099 so that we may assist you. We will respond to your request in business hours.

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 weekends and Queensland Public Holidays.

You can also contact customer service via email at support@scotch-soda.co.nz or call toll free (+61) 1800 375 099 so that we may assist you.

Do you offer free return shipping?

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 or call toll free (+61) 1800 375 099 so that we may assist you.

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 weekends and Queensland Public Holidays.

You can also contact customer service via email at support@scotch-soda.co.nz or call toll free (+61) 1800 375 099 so that we may assist you.

When will the new collection arrive?

Each year we release four seasonal collections which are available at our stores, website and other independent stockists around the country. Throughout each season we release our collection in smaller drops and the latest styles are available on our 'New Arrivals' page. In each seasonal collection we include limited edition and online exclusive styles.

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.

Can I return online purchases in store?

You can return your items that you have purchased in store or online to our Scotch & Soda Auckland store for an exchange, credit note or refund.

For more information regarding our Returns Policy please visit our returns page.

What payment options do you offer online?

We accept Visa, Mastercard, American Express, ApplePay, PayPal, AfterPay, ZIP and ShopPay as a payment method online.

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 weekends and Queensland Public Holidays.

You can also call customer service via email at support@scotch-soda.co.nz or call toll free (+61) 1800 375 099. Our friendly customer service team will endeavour to respond to your enquiry within business hours.

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 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 weekends and Queensland Public Holidays.

You can also call customer service via email at support@scotch-soda.co.nz or call toll free (+61) 1800 375 099. Our friendly customer service team will endeavour to respond to your enquiry within business hours.

How 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.