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Help

Got a question? Some of the most common questions and their answers are listed below.

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How do I return an item?
How do I review an item I have purchased?
Can I make changes to my order?
Why has an item been cancelled from my order?
Why has my whole order been cancelled?
I believe an item is faulty?
Why has my order not been delivered and returned to you?
I have returned an item but I have not been refunded for it
I have returned an item for exchange. Why have I been refunded?
I cannot log into my account
I have received the wrong item(s)?
I am missing item's from my order.


Q How do I return an item?


A) Please click here for our full returns policy.
To return an item for exchange or refund please contact the returns department on 01903 766921 or e-mail returns@scoutshops.com to obtain a returns ID number*
Once a returns reference number is given, Please return products to:

Scout Shops LTD
C/O Returns
75 Marlborough Road
Lancing Businesses Park
Lancing
West Sussex
BN15 8UG

Please clearly state the reason for return and whether you require a refund or exchange.
NB*
Scout Shops LTD cannot accept claims for lost in transit unless we are advised in writing within 3 working days of the date of dispatch, which is shown on the Invoice. Claims for shortages or items received damaged must be made in writing within 3 days of receipt to comply with the carrier requirements. Please ensure you have our written authorisation for the return of goods before sending them back.
For returned items supplied correctly we reserve the right to charge a 10% handling charge. A £6.00 minimum charge applies for this service. They must also be in a resalable pristine condition. This does not apply to any special order/personalised items such as group scarves, lettered flags ECT.
A request seeking to return items on this basis must be made within 15 days of the date of Invoice. We regret this does not apply to any discontinued or sale items.

*(If an item is faulty or is not the item you ordered a prepaid postage label can be requested to cover the cost of postage back to us)
We advise that you send items back via Royal Mail recorded delivery, which you will have to pay for but this will ensure that it arrives with us.
As soon as we receive your item back it will be processed for an exchange/refund as requested.

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Q) How do I review an item I have purchased?

A)
To leave a product review, simply locate the product you wish to review and click on the “Rate this product” and rate the product by clicking the number of stars you would like to give with 1 being poor and 5 being excellent. Then type in your review.

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Q) Can I make changes to my order?

A) Unfortunately once an order has been placed we are unable to make any amendments or additions to the items on it as orders are automatically processed for despatch. 
When your order is placed an email confirmation will be sent to you once the order has been released for despatch from our main system. Upon delivery, if any items are unsuitable, please follow the returns instructions on the invoice you receive with your order. Please see our returns section for more information.

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Q) Why has an item been cancelled from my order?

A) Items will be cancelled from your order if we are unable to locate stock during the picking process. The most common reason is that we no longer have that item in stock.
Our website is updated on a regular basis and all items advertised online are in stock at the time of an update. Unfortunately on very rare occasions where we have small quantities of a particular item, orders placed between updates may exceed the quantity of items we have available. In such circumstances we will allocate goods to the customers on a first come, first served basis.
You will not be charged for any items that have been cancelled and any authorisations for payment made at the time of placing the order will automatically be cleared by your bank. This process will take up to 5 days depending on your bank’s procedures. For orders placed from overseas this may take longer. Please contact your bank for details.

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Q) Why has my whole order been cancelled?

A) There are a number of reasons why we cancel an entire order. The most common reason is because the billing address details provided by the customer do not match the details that the customer’s bank has on record for them. Please make sure that that the billing address you provide is the address that the card is registered to. Once an order has been cancelled it cannot be reactivated. Please place a new order making sure all address details are correct. For more specific details please refer to the cancelation email that we’ve sent to you.

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Q) I believe an item is faulty?
 
A)  if you feel an item is faulty contact us via returns@scoutshops.com or 01903 766921 to request a returns number then include your invoice clearly stating the reason for return along with the returns number and when received we will contact you. A Freepost label will be issued or a collection arranged for the faulty item/s to be returned (UK customers only).
As soon as we receive your item back it will be inspected and if a genuine fault is found we will action a refund or exchange. We will process any refund due to you as soon as possible and, in any case, within 30 days of the day we confirm via e-mail that you are entitled to a refund for defective goods.

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Q) Why has my order not been delivered and returned to you?

A) The most common reason for this is because the courier attempted delivery and was unable to obtain a signature for delivery. Orders returned back to us are automatically refunded unless they contain personalised items in which case we will resend them out to you.

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Q) I have returned an item but I have not been refunded for it
 

A)  We aim to process all returns as quickly as possible and you should receive confirmation of this within a week of having returned the item. Please note that if you have been provided with our freepost address label that due to the extra time it takes for freepost items to be delivered it may take up to 14 days to receive confirmation of your refund.

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Q) I have returned an item for exchange. Why have I been refunded?
 
A)  Your return will be refunded if we are unable to provide the item which you have requested.

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Q) I cannot log into my account

A) When you want to shop with us or access your account, we ask you to sign in. If you find that your email address or password is not recognised, please make sure you are using the same email address and password that were sent to you for online shopping. If you can't remember your password, simply select Forgot your Password? on the sign-in page, and an automated email will be sent to you with details of a new password allowing you to log in. You can change your password, main email address or any of your other details at any time just by signing in to My Account. If you still have issues logging in to your account please contact customer.services@scoutshops.com or call during office hours on 01903 766921 for assistance.

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Q) I have received the wrong item(s)?

A) if you have received an incorrect item please contact returns@scoutshops.com or call us on 01903 766921 stating your name and order number the incorrect item was delivered on. We will then send you a freepost label or arrange a collection for the item/s to correct the error. 

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Q) I am missing item's from my order.

A) Occasionally items may be out of stock at the time you place your order, so when you receive the order check the despatch note that is included with the goods to see if any item/s have been placed on back order for you to see if any item/s will be arriving seperately.You will not be charged any additional postage costs. If there is a 0 in the despatch quantity column on your invoice this means that unfortunately we did not have the stock of the item to send to you. Any items on back order will be despatched to you once stock has arrived to us. If the delivery note says an item should be in your parcel but it isn't, please contact us via customer.services@scoutshops.com or on 01903 766921 letting us know which item(s) you believe are missing. We will then investigate the missing items issue and contact you with the outcome.

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