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Returns Information

Returns

We hope you’re completely happy with your Scout Store purchase. However, if for any reason you are not 100% happy, we will exchange or refund it with no questions asked.

Exchanges

If you wish to exchange an item, please send it back and fill this form for a freepost label and complete all the fields, including the size of the product you want.

Once you’ve completed the form, you will receive an email from Royal Mail with instructions for the next steps and a QR code. This can be scanned at any Post Office branch to generate a freepost label. Alternatively, you can print the label at home.

Please note: Items must be returned in their original packaging and in a clean, resalable condition. If items are not returned in this way, we may not be able to exchange them.

Please also enclose a copy of your delivery note as this holds key information for the exchange process.

If the item you wish to exchange for is of higher value (e.g., swapping from kids to adult sizes), you’ll need to place a new order and the returned goods will be refunded automatically once received.

Refunds

If you want a refund and you wish to return an item you purchased on our online store, please use the following link and complete our online returns form: return my item.

Once you’ve completed the form, you will receive an email from Royal Mail with instructions for the next steps and a QR code. This can be scanned at any Post Office branch to generate a freepost label. Alternatively, you can print the label at home.

Once we’ve received the parcel we’ll start the refund process; it might take up to 14 working days to receive confirmation of your refund.

Please note: Items must be returned in their original packaging and in a clean, resalable condition. If items are not returned in this way, we may not be able to proceed with the refund.

If you need any help with the process, please get in touch with our Customer Service Team.

Frequently Asked Questions

Returns

How long do I have to return an item?

You have 60 days to return an item for exchange or a full refund, excluding sale items. You will need to provide a valid parcel summary document to enable us to process your return.
For sale items purchased from our website, we will be happy to either refund or exchange them if you change your mind within 14 days of receipt. Our “goodwill” refund policy does not affect your statutory rights under the Regulations or other consumer legislation.

Exclusions from the goodwill policy

We cannot accept returns for the following unless they are faulty:

  1. Special Orders including bespoke or made to order items
  2. Audio or video recordings that have been unsealed after delivery
  3. Digital or downloaded content if the download has already commenced
  4. Earrings or face coverings.
Returning items internationally by post

Please return items using your local postal service and obtain a receipt as proof of postage. Goods will have to be returned at your cost unless in accordance with your legal rights. Refunds for items returned by post are credited to the original card used for payment, although certain refunds may be made by cheque. If the item was a gift, the refund will go back to the sender.

Please send the items in their original packaging, marked as “returned goods”, to:
Scout Store
75 Marlborough Road
Lancing Business Park
Lancing
West Sussex
BN15 8UG
Important: Please ensure you fill out the returns slip and mark your parcel as “returned goods” or it may get held up at customs and cause your refund to be delayed.

I am missing something from my order

Occasionally, items are out of stock at the time you place your order. When you receive the order, please check the despatch note that is included with the goods to see if any items 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, which means that unfortunately we did not have the item in stock to send to you. Items on back-order will be despatched to you once stock has arrived at our depot. You will not be charged any additional postage costs.

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. We are unable to leave goods without a signature and undelivered orders must be returned to us. Returned orders are automatically refunded unless they contain personalised items, in which case we will redeliver them.
Customers will be contacted regarding any returned orders and further carriage costs may apply to resend the order.

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 working 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.

I have returned an item for exchange. Why have I been refunded?

If the replacement item you requested is not available, we will contact you to find out if you would prefer a different item. If we cannot reach you at this time then your return will be refunded.

Can I return face coverings?

Unfortunately, due to hygiene reasons we are unable to accept returns on this item. Our face coverings vary in size and shape in order to cater to personal preference. It is therefore important that you check the information on each product page to be sure the dimensions and style are what you are looking for.