Returns & Exchanges
If you are not 100% satisfied with your purchase, you can return your goods for whatever reason, provided you let us know within 14 days of receiving your order. Returns must then be received at Scout & Co within the next 14 days.
Returns requested after the 14-day period, or not received back with us within the second 14-day period, will not be accepted.
Items must be returned in perfect, saleable condition with the original packaging intact. Clothing must be unworn and saleable, with tags still on.
We advise keeping your goods in their original packaging while you make your mind up to prevent any accidental damage.
We do not accept returns on gift cards, food or underwear.
How to return or exchange products:
Please email us within 14 days of receiving your order at:
returns [at] scoutandcokids.com
State your name, email address, the item you wish to return, the reason for return and if you want a refund or exchange. We will email you back with a returns code.
Please post your goods back to us so that we receive them within 14 days of requesting the return, including your name and returns code within the parcel.
Items must be sent back in brand-new, saleable condition, with their original tags and packaging. Clothing items must be unworn and unwashed. Shoes must be tried on indoors-only and must show no signs of outdoor use – please take care when trying them on to ensure they remain in returnable condition. All items returned to us are at your own expense and risk, so we recommend using a tracked service.
Returns Address: Scout & Co returns, Caburn House, Brooks Road, Lewes, East Sussex BN7 2BY, United Kingdom.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item and whether your refund has been approved or rejected. Please allow a minimum of 3 working days after the order has been returned to us for this process.
If approved, your refund will be processed and a credit will automatically be applied to your credit card or original method of payment. This can take several working days depending on your bank, and the length of time is out of our control.
Exchanges
We only replace items if they are defective or damaged or if you require a different size of clothing. In these circumstances, we send out exchanges with free shipping. We will advise you if the item you wish to exchange for is available, in the case that it is not available, we will issue a refund.
Damaged items
Please check your order when you receive it. If you receive a damaged or defective item, we are very sorry to hear that. Please email us ASAP so that we can organise a replacement, repair or refund. We will usually ask for photo evidence of the defect that we can pass on to the manufacturer or for the item to be returned to us. If it needs to be returned to us, we will supply a free returns label.
Please note that we’re unable to accept items as faulty where the issue is due to normal wear and tear, accidental damage, or not following the care instructions (including washing). We also cannot accept returns for items that have been worn, unless a genuine fault is identified.
Where a fault is confirmed, we will offer an appropriate remedy, such as a repair, replacement or refund. We’ll always do our best to resolve things quickly and fairly.
3 for 2 promotion: Returns
Items purchased as part of a 3 for 2 promotion are eligible for return in line with our standard returns policy.
Please note, if returning part of a 3 for 2 order, the offer will no longer apply. This means the refund will be adjusted to reflect the full price of the items you keep.
For example, if the free (lowest-priced) item is returned, no refund will be issued. If one of the paid items is returned, the discount will be recalculated across the remaining items.
If you wish to receive a full refund, all items purchased as part of the 3 for 2 offer must be returned together.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
International returns
Clearly mark your parcel as 'Returned Goods' on the outside of the parcel and on all customs documentation. Failure to do this may mean that your return does not reach us and / or that you may incur extra costs for import charges. If Scout & Co incurs any extra charges to release your parcel, then these will be deducted from refund.
Cancellations
If you want to cancel your order please notify us asap by emailing us at:
orders [at] scoutandcokids.com
If the order is cancelled before it ships, then we will of course issue a full refund upon your instruction. Cut-off time for shipping is usually 12pm. We don't ship or deliver at the weekend or on bank holidays.
If you notify us that you wish to cancel your order after it has shipped out, we will not refund the original shipping cost on your order and you may also incur an additional return to sender fee if it is issued by the courier or postal service used for your delivery. This return to sender fee is usually the same cost as your original postage charge but it can vary.
In the case of a late cancellation we will refund you for the cancelled order minus the original shipping cost and return to sender fee once the cancelled order has arrived back at our warehouse and has been processed and checked accordingly. At this point we will notify you by email of the exact charges to be deducted from your refund to the email address that you supplied us with on your original order.
Once your refund is actioned by us, please allow 3-5 working days for the funds to be available again in your account.
Thank you.
