Learn what to do if your order hasn’t arrived after being marked as delivered.

My order was marked delivered but I did not receive it

Find out what to do if you received a damaged item.

<div data-block="true" data-editor="1770g" data-offset-key="60a63-0-0"><div data-offset-key="60a63-0-0">We strive to provide exceptional service; however, certain factors, such as shipping and production errors, are beyond our control, and issues like this can occasionally arise. Please send an email to <a data-fr-linked="true" href="mailto:contact@scotch-soda.eu">contact@scotch-soda.eu</a> with your order number and photos that clearly show the faulty or damaged product. If the item was purchased from a reseller or franchise partner, we recommend reaching out to them directly, as they may be able to assist you with the issue. </div></div>

My item is damaged/faulty, what should I do?

Check this information if you placed and paid for an order but did not receive a confirmation.

Sometimes, an order confirmation email can end up in your junk or spam folder. Have you checked there? It&#x2019;s also possible that there may have been a typo in your email address. To help us locate your order, please email us at <a data-fr-linked="true" href="mailto:contact@scotch-soda.eu">contact@scotch-soda.eu</a> with the following details: date of order, full name, payment method, and the amount paid.&#xA0;We&#x2019;ll do our best to find your order and provide you with an update as soon as possible.

I paid and placed an order but I did not get an order confirmation

Find out what to do when your order doesn’t contain the correct item(s).

If you received the wrong item in your order, don&#x2019;t worry&#x2014;we&#x2019;re here to help! Please let us know the details of the issue and, if possible, attach a few pictures of the item you received. This helps us understand the situation more clearly.You can send all the information to <a data-fr-linked="true" href="mailto:contact@scotch-soda.eu">contact@scotch-soda.eu</a>, and as soon as we have your details, we&#x2019;ll work quickly to resolve the issue for you.<style type="text/css" id="isPasted"></style>

What do I do if I receive the wrong item in my order?

Discover what happens if your order is not delivered.

If your package wasn&#x2019;t collected from the pickup point and has been returned to us, or if it couldn&#x2019;t be delivered to your house and being returned, we will process a refund for your order. In the meantime, if you&#x2019;d like, you may place a new order while the original order is in transit back to our warehouse. Our warehouse follows an automated process for returned orders, scanning and refunding them upon arrival. Once your order reaches us, the refund will be issued to the same payment method you used for the original purchase.

What happens if my order is returned to the warehouse or not delivered?

Find out if you need an account to place an order.

An account is not needed to place an order with us! Simply proceed as a guest at checkout, and be sure to provide an accurate shipping address and contact details to ensure smooth delivery.

Do I need an account to place an order?

Unfortunately, it&#x2019;s not possible to reserve items with us at this time.&#xA0; However, we hope to offer a &#x2018;restock alert&#x2019; option by email soon, so you&#x2019;ll be notified when items become available again.

Can I reserve an item?

When you place an order, you are agreeing to the sale price at that moment. While it&#x2019;s possible for prices to drop further during the sale period, we regret to inform you that we cannot provide compensation for the difference. If you&#x2019;d like to take advantage of the new sale price, you have the option to return your original order and place a new one at the updated price.

An item has lowered in price after my purchase, can I get the difference refunded?

Understand the steps to take if your parcel is returning to sender.

Occasionally, packages are returned to us unopened by DHL or their local partner. This may happen if the package was damaged during transit or if the delivery address couldn&#x2019;t be located at time of delivery.

Why does my package have status:  returned to sender?

When an item is canceled from your order, it typically means that the item went out of stock after your order was placed. This may occur if you and another customer ordered the item simultaneously, and the warehouse only had one available. We sincerely apologize for this inconvenience. Rest assured, you will be refunded for the canceled item as soon as possible.

An item on my order has been canceled, what happens now?

Get guidance on what to do with a lost parcel.

Occasionally, packages may be delayed or lost in transit. We recommend checking with your neighbors to see if they might have accepted the parcel on your behalf. If you are still unable to locate your order, please contact us at <a data-fr-linked="true" href="mailto:contact@scotch-soda.eu" id="isPasted">contact@scotch-soda.eu</a>. We will initiate an investigation with DHL to determine the status of your package.

My package is delayed or missing, what should I do?

Discover how to fix issues with adding items to your cart.

Online shopping platforms rely on your browser&#x2019;s cookies and cache to remember what&#x2019;s in your cart. If something goes wrong with these, your cart may appear empty when it&#x2019;s actually a technical glitch.<h4 id="isPasted">Step 1: Clear Your Browser Cache and Cookies</h4>Clearing old or corrupted data can often solve cart-related problems. Here&#x2019;s how to do it:<ul><li style="font-size: 16px;">Google Chrome:<ol style="font-size: initial;"><li style="font-size: 16px;">Click the menu (three dots) in the upper-right corner.</li><li style="font-size: 16px;">Go to Settings &gt; Privacy and Security &gt; Clear Browsing Data.</li><li style="font-size: 16px;">Select Cookies and other site data and Cached images and files.</li><li style="font-size: 16px;">Click Clear data.</li></ol></li><li style="font-size: 16px;">Firefox:<ol style="font-size: initial;"><li style="font-size: 16px;">Open the menu (three lines in the upper-right corner).</li><li style="font-size: 16px;">Select Settings &gt; Privacy &amp; Security &gt; Cookies and Site Data.</li><li style="font-size: 16px;">Click Clear Data and confirm.</li></ol></li><li style="font-size: 16px;">Safari (Mac):<ol style="font-size: initial;"><li style="font-size: 16px;">Go to Safari &gt; Preferences &gt; Privacy.</li><li style="font-size: 16px;">Click Manage Website Data and select the site to clear.</li></ol></li></ul><h4 id="step-2-open-the-store-in-incognito-mode">Step 2: Open the Store in Incognito Mode</h4>Using a private browsing window bypasses your current cookies and cache, providing a clean session. This often resolves cart issues instantly.If you&#x2019;re shopping at scotch-soda.eu and encounter this issue, clearing your cache and cookies or using an incognito window should get you back on track. If these tips do not work, please sent us a message via <a href="mailto:contact@scotch-soda.eu">contact@scotch-soda.eu</a>.&#xA0;

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