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Customer Service

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 Ive 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 For Exchange, Why Have I Been Refunded?
I Cannot Log Into My Account
I Have Received The Wrong Item(s)
I Am Missing a/an Item(s) From My Order



How Do I Return An Item? 

Please visit HERE for our full returns policy. To return an item for exchange or refund please contact the returns department to obtain a returns ID number* on:

EMAIL: returns@scoutshops.com
TEL: 01903 766921 

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.

*(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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How do I review an item I've purchased?

A To leave a product review, simply locate the product you wish to review and click on the "Rate this Product" and add your rating and product review.
Please note item reviews may only be left by customers who have registered for an account.

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Can I Make Changes To My Order?

Unfortunately once an order has been placed we are unable to make any amendments or additions to the item/s on it as orders are automatically processed through the system for despatch. 

Upon delivery, if any item/s 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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Why Has An Item Been Cancelled From My Order?

Items will be cancelled from your order if we are unable to locate them during our picking process.  

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. We will contact you if any items on your order have been cancelled and a refund will be processed.

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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Why Has My Whole Order Been Cancelled?

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 cancellation email that we’ve sent to you.

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I Believe An Item Is Faulty? 

If you feel an item is faulty contact us to request a returns number to return the item for inspection via:

EMAIL: returns@scoutshops.com 
TEL: 01903 766921

We will provide you with a returns number an 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/s 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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Why Has My Order Not Been Delivered and Returned To You?

The most common reason for this is because the courier attempted delivery and was unable to obtain a signature for delivery. We are unable to leave goods without a signature. Orders returned back to us are automatically refunded unless they contain personalised items in which case we will resend them out to you.
Customers will be contacted regarding any returned orders and further carriage costs may apply to re-send the order.

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I Have Returned An Item But I Have Not Been Refunded For It 

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 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. We recommend items should be returned by a registered service as we cannot be responsible for any missing returned items.

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I Have Returned An Item For Exchange. Why Have I Been Refunded? 

Your return will be refunded if we are unable to provide the item which you have requested and we are unable to make contact with you.

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I Cannot Log Into My Account

If you have created an online account and have difficult signing into the account please make sure you are using the correct login details. If you cannot remember your password, simply select the I Forgot my Password option on the sign-in page, enter your account email address and submit. A temporary password will be emailed to you which will enable you to access your account. You may change your account details at any time by signing in to My Account.

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I Have Received The Wrong Item(s)? 

If you have received incorrect item/s please contact us stating your name and order number the incorrect item was delivered using on:

EMAIL: returns@scoutshops.com  
TEL: 01903 766921
.

We will then send you a freepost label or arrange a collection for the item/s to be returned to us.
Once the item/s have been received by us we will despatch the correct items to you.

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I Am Missing Items From My Order

Occasionally items may be out of stock at the time you place your order, so when you receive the order please check the despatch note that is included with the goods to see if any item/s have been placed on back-order for you. You can do this by checking to see if there is a 0 in the despatch quantity column on your despatch note, this means that unfortunately we did not have stock of the item to send to you. Any items on back-order will be despatched to you once stock has arrived to us. You will not be charged any additional postage costs. If the despatch note states that an item should be in your parcel but is not, then please contact us letting us know which item(s) you believe are missing via:

EMAIL: customer.services@scoutshops.com 
TEL: 01903766921 


We will then investigate the missing item/s issue and contact you with the outcome.

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