Frequently Asked Questions

Expand the sections on the right to view each question area

We know how important it is for you to be able to contact us, so we’ve tried to make it as easy as possible. We’ve given you several options, so you can choose when and how you wish to get in touch

Before you do however please do check the FAQ’s below. If you still can’t find the answer to your question you can find the contact us options at the bottom of this page.

Account Details

What do I do if I have forgotten my password?

When you log in we ask you to enter your password for security. If you have forgotten your password select the Forgotten Password option on the ‘Sign In’ page, we will email you a new password immediately. You may then log in and change your password, using

My Account

, to one that you can easily remember. Please note, we will send the new password to the email address that you have provided as your communication email address – this may be different to the Login email address which cannot be changed once it has been used to register.

Why should I register for an Account?

By registering online with

Scotts & Co.

  • We will keep you informed every step of the way with order confirmation, despatch, tracking and delivery details.
  • Send you exclusive offers, discounts, new collection previews and sales.
  • If we have your date of birth we will email you a special birthday treat.
  • Cut down on time spent filling in forms as we store your address details.
  • Record of your order history.

I’m registered with another Scotts & Co brand, can I use my existing login?

Yes, if you are a registered customer with any of the following brands you can use your existing account details to sign in:

Scotts of Stow, Bloom, Expert Verdict, The Original Gift Company

How do I change my personal details?

Simply click on 

My Account

 which can be found at the top of every page on the website, then select Personal Information.

How do I unsubscribe from your emailing list?

If you no longer wish to receive details of our special offers and promotions, simply send an email to

customerservices@scottsandco.com

confirming that you wish to be removed from the emailing list. Please make sure that you send the request from the email address that you want to unsubscribe.

How do I unsubscribe from your mailing list?

We do occasionally make our mailing list available to other carefully selected organisations whose products and services may be of interest to you. We support the UK Charity Sector. If you do not wish to receive any further mailings from

Scotts & Co.

please go to Manage My Mailings where you can indicate which mailings or its associated companies you no longer wish to receive. Alternatively, please write to:

Scotts & Co.

,
Cotswold House,
1 Crompton Road,
Groundwell,
Wiltshire,
SN25 5AW.

Information About the Company

Scotts of Stow is a Cotswold-based company that produces the UK's best-loved mail order catalogue for the kitchen, home and garden. Our hugely popular flagship store is situated in the picturesque Cotswold town of Stow-on-the-Wold, and draws thousands of visitors each year from all over the UK.

Packed full of those must have pieces, whether you're looking for practical ideas or decorative inspiration, you'll find all you need at Scotts of Stow. From kitchen to dining room, living room to bedroom and from patio to garden, we have literally hundreds of clever, unusual and attractive products, most of which you won't find on the high street and many of which are totally exclusive to us.

As you would expect from Britain's premier mail order specialist, quality of product and service are our hallmarks. All products are tested for quality and performance before they can appear in our catalogues, our website or our stores, and we take pride in offering our customers the very best possible service at all times. Our many 'Best Catalogue' awards speak for themselves.

So, welcome to our website, intended to be an inspiring, interesting and rewarding experience that will take all the stress out of shopping throughout the year. We hope you enjoy it and look forward to hearing from you soon.

PS - We always love to hear from customers and are constantly striving to improve our products and service, so please e-mail us with your views at e-mail us with your views.

For more information visit our About Us page.

Where is my nearest store?

You will find our store in the beautiful market town of Stow-on-the-Wold, the heart of the Cotswolds. Stow-on-the-Wold welcomes over 150,000 visitors each year. Amazingly, over half of them come for one reason only – to visit our stores in the centre of the historic market square.
To make life easier in the kitchen, the Scotts Cookshop, situated in our Scotts of Stow flagship store, now features a full range of cookware. Stuck for Gift ideas? The Original Gift Company is packed full of unusual ideas suitable for every occasion. Garden need attention? No problem. The Scotts Outdoor store has now doubled in size – now bigger and better than ever before. Whilst in Scotts Outdoor don’t forget to visit our Bloom area packed with exquisite silk flowers.

Our stores stock a unique range of products for kitchen, home and garden as well as a selection of gifts, many of which aren’t featured in the catalogue. We do try to stock all of the products that appear in the catalogue but if you are planning to call in for a specific item we suggest you phone the relevant shop in advance to make sure that it is available.

We are open 7 days a week:
Mon – 9.45am – 5.30pm, Tues – Sat – 9.30am – 5.30pm, Sun – 10.30am – 4.30pm.
We are closed on the following days over the Christmas period:
25th December – Christmas Day – Closed
26th December – Boxing Day – Closed
1st January – New Year’s Day – Closed

Are all the catalogue items available online?

Yes, and more, as we have online exclusives and products that you will not find in your catalogue.

What are the address details of your stores?

We have several stores in Stow-on-the-Wold and all can be contacted using the address or telephone number below.

Scotts of Stow, or Scotts Outdoor
The Square,
Stow-on-the-Wold,
Gloucestershire,
GL54 1AF
Telephone number 0344 4820697*

Enquiry Lines are open 9.00am -5.30pm Monday to Friday, excluding Bank holidays and weekends.

*Charges to 03 numbers are the same as standard UK landline numbers starting in 01 or 02. Calls to 03 numbers are often included in bundled minutes and unlimited call packages. Please contact your provider for more information. Other networks and mobile providers may vary. Charges to 0844 numbers cost 7p per minute plus your telephone company’™s access charge. All calls may be monitored and recorded for training purposes.

Delivery Information

How much will my delivery cost?

Scotts of Stow is a Cotswold-based company that produces the UK's best-loved mail order catalogue for the kitchen, home and garden. Our hugely popular flagship store is situated in the picturesque Cotswold town of Stow-on-the-Wold, and draws thousands of visitors each year from all over the UK.

Packed full of those must have pieces, whether you're looking for practical ideas or decorative inspiration, you'll find all you need at Scotts of Stow. From kitchen to dining room, living room to bedroom and from patio to garden, we have literally hundreds of clever, unusual and attractive products, most of which you won't find on the high street and many of which are totally exclusive to us.

As you would expect from Britain's premier mail order specialist, quality of product and service are our hallmarks. All products are tested for quality and performance before they can appear in our catalogues, our website or our stores, and we take pride in offering our customers the very best possible service at all times. Our many 'Best Catalogue' awards speak for themselves.

So, welcome to our website, intended to be an inspiring, interesting and rewarding experience that will take all the stress out of shopping throughout the year. We hope you enjoy it and look forward to hearing from you soon.

PS - We always love to hear from customers and are constantly striving to improve our products and service, so please e-mail us with your views at e-mail us with your views.

For more information visit our About Us page.

How long will it take my order to reach me?

We despatch all items as soon as they are available so parcels may arrive separately. In stock items are delivered on average within 5 days – although we ask you to allow up to 10 days as some items are despatched to you directly from one of our trusted specialist suppliers. If you have selected Next-Day Express Delivery and ordered before 6pm, then your order will be delivered during the next working day (Please be aware that an order received before the deadline on a Friday will usually be delivered on the Saturday, but occasionally can arrive on the following Monday).

If we have your email address we will email you to keep you informed every step of the way with order confirmation, despatch, tracking and delivery details.

Please let us know from the options provided, if there is a safe place we can leave your order if you’re not at home when we deliver.

Can I send an order to a different delivery address?

When you place your first order with us, for security reasons and to protect you from fraud we can only despatch it to your credit or debit card billing address. On your second and subsequent orders we are happy to despatch to alternative addresses.

I’m ordering several items: will they arrive at the same time?

Although we hold many products in our warehouses, some of our product range is sent to you directly from our trusted specialist suppliers. We despatch all items as soon as they’re available so parcels may arrive separately.

When will my express delivery item arrive?

The order deadline for our Next-Day Express Delivery is 6.00pm. Monday-Friday next day delivery excludes weekend delivery (Please be aware that an order received before the deadline on a Friday will usually be delivered on the Saturday, but occasionally can arrive on the following Monday).

Only items marked are eligible for this service. Other items come from our trusted specialist suppliers will take longer to be delivered, even if ordered at the same time as items eligible for express delivery.

The Scottish Highlands, N. Ireland and UK Islands may take an extra day to deliver. We regret that this service is not available to the Channel Islands.

All express delivery orders may require a signature on receipt.

Do I have to pay a separate delivery charge on every item I order?

No. There is only one, flat rate charge for standard delivery no matter how many items you order. The only exceptions to this are items marked with a red lorry symbol that attract a supplementary delivery charge due to their size and/or weight.

What happens if I am not at home when your courier calls?

Our couriers will attempt to deliver your order up to three times. Please let us know if there is a safe place we can leave your order if you’re not at home when we deliver.

Express delivery orders may require a signature on receipt.

Can I order from overseas and do you deliver outside of the UK?

Scotts of Stow is pleased to accept orders from anywhere in the world, however we are currently only able to deliver to UK addresses. Regrettably we are unable to export to Eire or any other address outside the UK. We can deliver to the Channel Islands however are obliged to levy an administration charge equivalent to the amount of VAT that would have otherwise been refunded.

Do you deliver to BFPO addresses?

Yes, but please ensure that you use the manual address option when inputting your delivery address details to clearly advise us of which BFPO address to use. We are currently unable to deliver red lorry items to BFPO addresses.

Missing Orders

How can i find out where my order is?

You can track the progress of you order on our “Track my order” page by clicking HERE you will need you order number or customer number plus your Surname and postcode.

What should I do if my order hasn’t arrived in full after 21 days?

If we are unable to deliver a product within a maximum of 21 days, you will be notified by post.

If you have not received your order and are concerned that it has gone missing then please contact our Customer Services Team giving full details of your name, account number and the items ordered, either by email at

customerservices@scottsandco.com

 or by phone on

0344 482 55501

*

*Charges to 03 numbers are the same as standard UK landline numbers starting in 01 or 02. Calls to 03 numbers are often included in bundled minutes and unlimited call packages. Please contact your provider for more information. Other networks and mobile providers may vary. All calls may be monitored and recorded for training purposes.

Will I get a refund if my order goes missing?

Once we have investigated the details of your missing parcel, any refunds payable will be credited back to your credit or debit card.

Paying for your Order

What forms of payment do you accept online?

We currently accept the following methods of online payment:

 


Is online payment the only way to pay?

If you wish to place your order online all items must be paid for at the point of submitting your order. Some longer term ‘Out of Stock’ items will be charged when the item is back in stock and ready for despatch. If you choose to pay via PayPal all orders will be charged at the point of submitting your order.

Amazon Pay

Amazon Pay makes shopping on our website even easier by allowing you to speed through checkout using information already stored in your Amazon account to pay on our site. Simply choose from the payment and delivery information stored in your Amazon account; there’s no need to re-enter your payment or address details. Amazon Pay helps you to shop quickly, safely, and securely.

However, if you prefer, you can also place an order by any of the following methods:

By Phone – 0844 482 2800 (7 days a week, 24 hrs a day)

Before calling our order-line, please make a note of your order details, have your credit card number and expiry date handy and be ready to quote the customer number and offer code printed on your catalogue. If you are not ordering directly from our catalogue, simply confirm that you are ordering from our website.

We regret that our order-line operators do not hold details of our customers’ orders. We cannot therefore deal with any enquiries on this number.

By Post

If you would like to send your order by post, simply complete the order form found in your catalogue and send it to the address below. Please include your credit or debit card details, postal order or cheque made payable to Scotts of Stow and send it to:

Scotts & Co.

,
Cotswold House,
1 Crompton Road,
Groundwell,
Wiltshire,
SN25 5AW

Please note that for security reasons we are obliged to cash all cheques on receipt of your order.

*Charges to 03 numbers are the same as standard UK landline numbers starting in 01 or 02. Calls to 03 numbers are often included in bundled minutes and unlimited call packages. Please contact your provider for more information. Other networks and mobile providers may vary. Charges to 0844 numbers cost 7p per minute plus your telephone company’s access charge. All calls may be monitored and recorded for training purposes.

Placing an Order

Adding items to your shopping bag.

There are several ways to find the product you are interested in, simply browse through our categories, search for item by keyword or item number, or if you have made a shopping list by looking through our catalogue you can use the Catalogue Quick Shop.

Once you have found the product you want simply click the Add to Basket button on the product details page.

Browsing through our ranges

It is quick and easy to find just what you are looking for by browsing through our categories. All of the items in the current catalogue, plus many more, can be seen by browsing through the categories near the top of each page, just below the website name. Keep selecting the category or sub-category that interests you most until you reach a page which displays pictures of items in your chosen category.

You can filter the view of the displayed products by using the Sort function found at the top and bottom of each page just near the products.

The number of items in the list will be shown in the top left corner of the page and you can scroll through the pages in the list using the arrow buttons in that corner. When you find an item you like, click on it for more details.

Additionally, you will see products that are highlighted throughout the website that are recommended for you, by our buyers.

How do I use the search option?

The search facility can be found at the top of every page of the website, and allows you to search for an item using a keyword or item number.

An item number is 7 digits long (e.g. 123 4567) and can be found when you are looking at an item on the website or in the catalogue. Simply type the number into the box and click search. A page showing all the details of your item should be displayed. If you are told your item number is incorrect, check that you have typed in all 7 digits correctly. If you still cannot find the item, you could try a keyword search instead or browsing the categories found below the website name on every page of the website.

When searching for items using keywords, use words which are likely to be in the name or description of the item.

If your search finds some appropriate items their pictures will be displayed for you to browse through. The number of items in the list will be shown in the top left corner of the page and you can scroll through the pages in the list using the arrow buttons in that corner. When you find an item you like, click on it for more details.

How do I know it is safe for me to order online?

Security is a priority for us and shopping online with Scotts of Stow is guaranteed safe and secure; we take the utmost care to ensure your personal details remain private. When you enter the sign-in process, checkout process, or account management area, you are taken through our secure server. Our secure server encrypts all of your personal information including your credit/debit card number, account number, name and address, and all other personal information, so that it cannot be accessed or read as the information travels over the Internet.

We use a secure socket layer (SSL) “pipeline” so your data is transmitted directly from your computer to our secure server. SSL is the industry standard security technology used by Microsoft, Netscape, and leading Internet commerce companies it’s one of the most advanced security measures available.

You can therefore remain assured that shopping with us online is safe and secure.

How long will it take for my order to reach me?

We despatch all items as soon as they are available so parcels may arrive separately. In stock items are delivered on average within 5 days – although we ask you to allow up to 10 days as some items are despatched to you directly from one of our trusted specialist suppliers. If you have selected Next-Day Express Delivery and ordered before 6pm, then your order will be delivered during the next working day (please be aware that an order received before the deadline on a Friday will be delivered on the following Monday, whilst after the deadline will be delivered on the following Tuesday).

Do I receive any confirmation once I have placed my order?

If we have your email address we will email you to keep you informed every step of the way with order confirmation, despatch, tracking and delivery details. Please keep this safe as it includes information should you wish to contact us about your order.

If I’m ordering several items will they arrive at the same time?

Some items may arrive separately. Although many Scotts of Stow products are held in our very own 100,000 sq. ft. warehouse, certain items are despatched directly from our specialist suppliers. This direct-delivery arrangement helps us to keep our costs down and ensures that our prices remain highly-competitive. Your order may therefore arrive in separate packages and on separate dates. If you have paid by credit or debit card, we will charge your card when you place an order.

What should I do if my order hasn’t arrived in full after 21 days?

If we are unable to deliver a product within a maximum of 21 days, then you will be notified by post. Fortunately, delays on this scale are rare, but in such cases we will provide you with our best estimate of the delay in delivery. You will also, of course, be given the option to cancel or change your order should you so wish.

What happens if a product I order is out of stock?

We frequently update our websites with stock availability of every item. You will get a short message when you ‘Add to Basket’ if an item is out of stock. If an item goes out of stock after you have submitted your order we will send you an email or letter to advise you, this is very rare and please be assured orders are fulfilled in chronological order in our warehouse irrespective of which order method has been used.

If part of my order is out of stock, do I have to pay an extra delivery charge when it is sent to me?

No. There is only one flat rate charge of £4.95 for standard delivery, however many items you order, unless you’re asking for individual items to be sent to different delivery addresses in which case there is a charge of £4.95 for each additional delivery address. Please note that the standard delivery charge for outlying areas including Northern Ireland, the Scottish Highlands, Channel Islands, UK Islands and BFPO is £6.95. The £4.95 charge for delivery to additional addresses does not vary by area.

Press Information

I’m a member of the press and would like some information about your company

If you have seen an item on our website or in our catalogue and would like to request an image or product to use in your feature, simply send details of your request to pressoffice@scottsandco.com or telephone 01793 708193

Please include the following information in your email to help us process your request quickly and efficiently:

  • Your name
  • Your contact details
  • Your publication title
  • Feature title
  • Cover date of the publication for which the request applies
  • If you require any images, please let us know how you would like them supplied
  • If you require a sample product, please provide a mailing address to which the item should be sent

We aim to respond to all requests as soon as possible (usually the same day).

Please note, if you wish to receive a photographic sample then we ask you to allow 5 working days for delivery. We ask that all samples are returned to us. If not charges may apply for the cost of the sample. We are sure you understand, but unfortunately we are unable to pay return postage. Returned parcels remain your responsibility until safely received by us. Additional parcel insurance is recommended when returning goods valued over £30

Product Information

Every care is taken to provide accurate information. Within our product descriptions we include approximate dimensions. If you are still unsure, then please email

customerservices@scottsandco.com

or call one of our advisors on

0344 482 55501

Bedding, Bedlinen and Mattress Toppers

All our bedding and bedlinen (including toppers) will fit standard sized beds. All sheets will fit a standard mattress depth of 30cm/12ins unless otherwise stated.

Single Double King Size Super King Size
W 90cm x L 190cm W 135cm x L 190cm W 150cm x L 200cm W 180cm x L 200cm
W 3ft x L 6ft 3ins W 4ft 6ins x L 6ft 3ins W 5ft x L 6ft 6ins W 6ft x L 6ft 6ins

Furniture

Height x Width x Depth
Our furniture dimensions are for the overall piece – the space required for it to fit. E.g. a sofa depth would be for the actual sofa frame and not the depth of the cushion.

Soft Furnishings

Curtain sizing is ungathered and Width x Drop
Please note that sizes are inclusive of any fringing on soft furnishings such as throws and covers.

All items are subject to availability and all dimensions are approximate.

What do I need to know about flat packed and wooden furniture?

Flat Packed Furniture

Check the contents against the instructions enclosed. Once assembly has commenced flat packed furniture is non-returnable. This does not affect your statutory rights.

Wooden Furniture

Please note where we refer to products as “wooden” they may in fact be constructed in whole or in part from MDF, engineered wood or have a wood board construction.

How do I add ‘personalised’ details?

Simply select ‘Yes’ from the ‘personalised’ drop down box at the top of the Product Details page before you Add to Basket, this will open another page which will enable you to enter the personalisation for your product.

What is your returns policy on customised or personalised products?

Products which are defined as customised, bespoke or personalised are manufactured according to the customers’ specifications, and therefore are non-returnable unless faulty.

Colour Options on Bespoke Furniture: Due to the limitations and inconsistencies of various display monitors, the colours you see on your screen may not be a totally accurate reproduction of the actual product. We strive to make our colours as accurate as possible, but online and printed images are intended as a guide only and should not be regarded as absolutely correct. If you would like to see a fabric swatch prior to ordering our bespoke furniture or headboards, please email

customerservices@scottsandco.com

or call us on

0344 482 55501

What do the red lorries associated to some of the products mean?

A Red Lorry signifies a heavy or over-sized item which will require special delivery. These items are identified on the website and in our catalogues and attract supplementary delivery charges as follows:

=£15.00 per item to all areas
 =£30.00 per item, to all areas

For furniture deliveries, our courier will call in advance to arrange a mutually convenient delivery date.

Regrettably red lorry items cannot be delivered to BFPO addresses.

What does the Express symbol associated to some of the products mean?

Items marked with this symbol  can be delivered for just £6.95 per order. The order deadline for our Next-Day Express Delivery is 6.00pm, Monday to Friday (an order received before the deadline on a Friday will be delivered on the following Monday, whilst after the deadline will be delivered on the following Tuesday).

This service is available to UK Mainland only and is not available to the more remote areas of the Highlands. All delivery costs are non-refundable.

What do the words “Web Exclusive” associated to some of the products mean?

This indicates products that are not currently available in any paper catalogue. Web Exclusive products are represented by the following symbol:

How do I recycle old electrical products?

On 1 July 2007 the Waste Electrical and Electronic Equipment (WEEE) Regulations were implemented in the UK in order to protect our environment. Along with other retailers, Scotts & Co. (Scotts Ltd) have joined the Distributor Take-Back Scheme (DTS) which will allow you to deposit your old electrical/electronic items, free of charge, to recycling points set up around the country.

Visit www.recycle-more.co.uk to find out where your nearest recycling point is. Unfortunately, we cannot accept electrical items back for recycling. Instead Scotts & Co. (Scotts Ltd) has contributed to the funding of an alternative network of UK recycling facilities as stated above.

How do I know if a product can be recycled?

All electrical and electronic products now carry this symbol  either on the product or packaging to help you identify products that are recyclable

Can I take back old electrical and electronic items to your store?

Our UK stores will not accept electrical items in store for recycling. Instead Scotts & Co. (Scotts Ltd) has contributed to the funding of an alternative network of UK recycling facilities as stated above.

*Charges to 03 numbers are the same as standard UK landline numbers starting in 01 or 02. Calls to 03 numbers are often included in bundled minutes and unlimited call packages. Please contact your provider for more information. Other networks and mobile providers may vary. Charges to 0844 numbers cost 7p per minute plus your telephone company’s access charge. All calls may be monitored and recorded for training purposes.

Returns & Refunds Policy

What is your returns policy for

Scotts & Co.

?

If you’re not happy with your purchase, please return within 14 days unused and in its original packaging for an exchange or refund. We do not accept returns on: Software; Personalised items which are made for you; Perishable items; Hygiene-sensitive items (including pierced earrings, pillows, mattress-toppers and duvets), unless faulty. This does not affect your statutory rights.

  • We will credit the full amount to the original purchaser’s payment card excluding any shipping costs.
  • We only pay the cost of returns in exceptional circumstances.
  • Card refunds can take up to 10 working days to be processed by your Bank. This varies between card issuers and unfortunately we are unable to influence this.
  • Returned parcels remain the customer’s responsibility until safely received by us. We recommend you obtain proof a certificate of posting. Parcel insurance is recommended when returning goods valued over £30.
  • Replacements or refunds for exchange of damaged or wrongly selected goods will not be processed until the original items has been received back in our warehouse.
  • If goods which form part of a ‘bundle offer’ are returned for a refund, then the remaining items will revert to their normal price. You will be refunded accordingly.
  • The company reserves the right to refuse a refund if the condition of the goods reflects normal wear and tear. All refunds and replacements will be processed on receipt of the returned items.

What is your returns policy on customised, personalised, perishable or hygiene sensitive products?

We do not accept returns on: Software; Personalised items which are made for you; Perishable items; Hygiene-sensitive items (including pierced earrings, pillows, mattress-toppers and duvets), unless faulty or damaged. This does not affect your statutory rights.

Colour Options on Bespoke Furniture: Due to the limitations and inconsistencies of various display monitors, the colours you see on your screen may not be a totally accurate reproduction of the actual product. We strive to make our colours as accurate as possible, but online and printed images are intended as a guide only and should not be regarded as absolutely correct. If you would like to see a fabric swatch prior to ordering our bespoke furniture or headboards, please email

customerservices@scottsandco.com

or call us on 0344 482 9700.

How do I return an item?

Making a return is easy. All we ask is that you follow the procedure below so that we can process your return as quickly as possible. If you have any queries, please email 

customerservices@scottsandco.com

or telephone

0344 482 55501

.

  1. You may return any item within 14 days of receipt for a full refund, replacement or exchange.
  2. Please complete the form enclosed with your product stating the reason for your return.
  3. Enclose the form in the parcel.
  4. Goods should be returned unused and in their original packaging.
  5. Peel off the returns label and stick it to your parcel (make sure no other labels are visible).
  6. Take to the post office, affix stamp and retain proof of postage.
Returns
Scotts & Co (Hard Goods)
Unit 3
1 Crompton Road
Groundwell
Wiltshire
SN25 5AW

Please allow up to two weeks for the refund to be processed.
NB, if any items are received damaged or faulty, please telephone us within 5 days of receipt and we will be happy to assist you.

For heavy items if you would prefer for us to arrange a collection then please email 

customerservices@scottsandco.com

 or call

0344 482 55501

  and we will arrange for our carrier to collect the item and deduct the cost from your final refund.

Where do I return my items?

Please ensure you include the order number and your name & address inside the parcel. The address to send returns to is:

Returns
Unit 1,
Crompton Road,
Groundwell,
Wiltshire,
SN25 5AW

When do I get a refund once I have returned an item?

When we have received the items back into our warehouse, refunds will be credited back to you in using the same method with which you originally paid. We will credit the full amount to the original purchaser’s payment card excluding any shipping costs. Card refunds can take up to 10 working days to be processed by your Bank. This varies between card issuers and unfortunately we are unable to influence this.

If goods which form part of a ‘bundle offer’ are returned for a refund, then the remaining items will revert to their normal price. You will be refunded accordingly.

The company reserves the right to refuse a refund if the condition of the goods reflects normal wear and tear. All refunds and replacements will be processed on receipt of the returned items.

How do I return wine and alcohol items?

Please note, if you are returning alcohol you must email 

customerservices@scottsandco.com

  or call customer enquiries on

0344 482 55501

. We cannot accept returns without prior notification. All wines are dispatched on our behalf by Prestige Cellars Ltd and Intervino Ltd.

Is there an age restriction on certain products?

UK law does not permit us to supply restricted products to persons under a specified age. Any person under the specific age must not attempt to purchase any of the following products. The age restriction applies to the recipient of the product.

Minimum age of 18
– Products containing alcohol (visit www.drinkaware.co.uk for further information)
– Bladed items

Minimum age of 16
– Liquor chocolates
– Party poppers

Minimum age 12
– Christmas crackers

Variable age (as specified on the packaging of the product) I.e. DVDs/Blu-Rays
Please note items marked 3+ have small parts and are a choking hazard.

*Charges to 03 numbers are the same as standard UK landline numbers starting in 01 or 02. Calls to 03 numbers are often included in bundled minutes and unlimited call packages. Please contact your provider for more information. Other networks and mobile providers may vary. Charges to 0844 numbers cost 7p per minute plus your telephone company’s access charge. All calls may be monitored and recorded for training purposes.

Promotions and Special Offers

How do I use an offer code that I have received?

When you are at the checkout stage of making your order you will see an empty box titled Offer code, please insert your code here to receive any discount or free gift for which you may qualify. If you have received a copy of our catalogue, please enter the offer code that appears either back cover or order form.

Can I use more than one offer code?

No, only one offer code can be used at any one time. However, you may save any additional offer codes you have to use on subsequent orders as long as the offer code is still valid.

I’ve received a Customer Cheque, what can I buy?

Absolutely any product from Scotts of Stow. Please note though that your cheque cannot be used to fund delivery charges.

Redeem your Customer Cheque online

If you have been sent a Customer Cheque from Scotts of Stow, you are now able to use it as an online payment method.

  • Simply sign in with your usual Scotts of Stow customer account, or alternately enter your address details in exactly the same format as they have been presented on the back cover of your Cheque catalogue mailing.
  • When you get to the page for selecting payment click on the Customer Cheque button.
  • You will be prompted on the payment page to enter your cheque number. Once your order has passed our security procedures, you’ll see the value of your cheque deducted from your order.
  • If, once the cheque value has been deducted from your order, there is an outstanding balance, you will be asked how you want to pay for this remaining amount. Simply follow the steps when prompted to do complete your payment.

Can I combine my Customer Cheque with other special offers?

Yes, you can. If for example, you are entitled to Free Standard Delivery this month, on any order above a certain value, then you can redeem the value of your cheque against your purchases and have your order delivered free.

What if I have another Scotts of Stow catalogue that offers me a percentage discount? Can I still redeem my Customer Cheque?

Your cheque may not be used in conjunction with any other offer other than Free Standard Delivery where you are entitled to this benefit.

Requesting a Catalogue

How do I request the latest catalogue from Scotts of Stow?

During the registration process you will be offered the option of receiving a catalogue. Simply tick the checkbox marked ‘Please send me a catalogue in the post’.

If you are already registered, or would like to receive catalogues from any of our other brands, please use the ‘Request a Catalogue’ link at the top of every page.

Alternatively, please call our enquiries line on

0344 482 55501

to request a catalogue.

*Charges to 03 numbers are the same as standard UK landline numbers starting in 01 or 02. Calls to 03 numbers are often included in bundled minutes and unlimited call packages. Please contact your provider for more information. Other networks and mobile providers may vary. All calls may be monitored and recorded for training purposes.

Using the Website

What is my username?

This is the Login name that you created when you first registered with our website – it will be the email address that you used to register. Please note, if you have told us of a change to your email address since you first registered this will not have changed your Login email address.

If you are already a registered customer with any of the following brands you can use your existing account details to sign in:
Scotts of Stow, Bloom, Expert Verdict; Solutions World; The Original Gift Company

 I am having difficulty using the website – what should I do?

If we have not addressed your problems in the Frequently Asked Questions sections of our website,
please email

customerservices@scottsandco.com

or call us on 0344 482 9700

What are cookies?

Cookies are short pieces of data that are sent to your computer when you visit a website. On later visits, this data is then returned to that website. Examples of data collected by cookies includes your name and email address.

Cookies allow us to recognise you automatically whenever you visit our site so that we can personalise your experience and provide you with better service. We also use cookies (and similar browser data, such as Flash cookies) for fraud prevention and other purposes.

If your web browser is set to refuse cookies from our website, you will not be able to complete a purchase or take advantage of certain features of our website, such as storing items in your Shopping Basket or Wish list or receiving personalised offers and recommendations. As a result, we strongly encourage you to configure your web browser to accept cookies from our website.

What is your privacy and security policy? 

The information we learn from you, either from information you give us, automatic information we have gathered from cookies or email activity or information we have gathered from other sources helps us personalise and continually improve your shopping experience at Scotts of Stow.

We are a part of Scotts Ltd, whose brands include Scotts of Stow, Bloom, Artigiano, The Original Gift Company, Solutions World and Expert Verdict. Scotts of Stow respects the privacy of visitors to our sites and strives to provide you with an enjoyable, secure, and personalised experience.

Our websites use cookies, allowing us to identify users and personalise the site whenever possible. The cookies store small pieces of information about visitors, such as names and email addresses. This means that on future visits to our website, we can identify past visitors and welcome them back. In addition, you have the opportunity to register on our website and store address information, facilitating future shopping experiences by making this information easily available. We aim to enhance your shopping experience whenever possible, so please contact us with any concerns or questions at customerservices@scottsofstow.co.uk or write to:

Scotts of Stow,
Cotswold House,
1 Crompton Road,
Groundwell,
Wiltshire,
SN25 5AW.

We do occasionally make our mailing list available to other carefully selected organisations whose products and services may be of interest to you. We support the UK Charity Sector. If you do not wish to receive any further mailings from Scotts of Stow, please go to Manage My Mailings where you can indicate which mailings or its associated companies you no longer wish to receive. Alternatively, you can write to the address above.

Security:

At Scotts of Stow, we are committed to protecting the security and confidentiality of your personal information by providing you with a safe and secure transaction environment when booking online.

www.scottsofstow.co.uk uses the most reliable SSL. 128-bit Secure Socket Layer (SSL) encryption is the de facto cryptographic standard that we use for securing data communication between the browser and our website. Digital certificate technology is used to ensure transaction privacy, message integrity and server-side authentication. SSL comes in two key sizes, 40-bit and 128-bit, which refer to the length of the “session key” generated by every encrypted transaction. The longer the key, the more difficult it is to break the encryption code. Any software with encryption features having key lengths over 40-bit is considered strong encryption by the U.S. Government. www.scottsofstow.co.uk uses Comodo 128-bit encryption to encrypt sensitive data on this site.

What is the credit card security valuation or CV2 number?

This is a 3-digit security number which can found on the back of your credit or debit card. Please only use the last 3 digits of the security number.

*Charges to 03 numbers are the same as standard UK landline numbers starting in 01 or 02. Calls to 03 numbers are often included in bundled minutes and unlimited call packages. Please contact your provider for more information. Other networks and mobile providers may vary. All calls may be monitored and recorded for training purposes.

Greener By Far

Greener by far than shopping by car: Shop direct with Scotts of Stow

Shopping online is 24 times better for environment than taking a car

According to independent surveys, the carbon footprint of Shopping Direct from home, whether online, by phone or by post is up to 24 times lower than shopping by car.

Our statistics were taken from a research paper conducted by Professor Alan McKinnon of Heriot-Watt University Edinburgh under the terms of the Government Green Initiative (July 2009).

  • This statement is only relevant for non-food purchases and is based on one purchase at a time, but does allow for multiple purchases based on the Government average statistics.
  • It does take into effect returns and non-deliveries and call backs.
  • Survey uses statistics provided by the Government.
  • Based on an average round trip journey of 12 miles.

This research was conducted on behalf of a larger project called Green Logistics Project – funded by the Government’s Engineering and Physical Sciences Research Council involving six universities. This paper was entitled: Comparative Analysis of the Carbon Footprint of Conventional and Online Retailing.

Get in Touch

To get in touch by use the form below giving as much detail about your enquiry as you can.

We work to respond to requests as quickly as possible and try to reply within 2 working days, however at busy times it can take up to 3-5 working days to respond.

 

If your order was placed more that 2 hours ago you can try using our tracking tool to find out the progress of your order.

 

Click HERE to access the tracking tool in a new window.

 

Preferred contact method

Contact us by Telephone

Enquiry Line –

0344 482 55501

*

If you have any questions about your order, please call this number between the hours of 8.00am and 8.00pm Monday to Friday, excluding Public holidays. 

Order Line – 0844 482 2800, open between 8.00am and 10:00pm, 7 days a week, excluding Christmas day.
Calls to 0844 numbers cost 7p per minute plus your telephone company’s access charge

We regret our operators are unable to deal with enquiries on this number. Before calling, make a note of your order details, have your credit card number and expiry date and card security number handy and quote the reference number printed either on the back of your catalogue or say you are ordering via the website.

  *Charges to 03 numbers are the same as standard UK landline numbers starting in 01 or 02. Calls to 03 numbers are often included in bundled minutes and unlimited call packages. Please contact your provider for more information. Other networks and mobile providers may vary. All calls may be monitored and recorded for training purposes.

 

Contact us by Post

You may wish to send your enquiry or order to us via the post. In either case, the address is as shown below. If you are placing an order, simply print out your completed order form and enclose your credit card details, postal order or cheque made payable to

Scotts & Co.

:

Scotts & Co.

Cotswold House 1 Crompton Road Groundwell Wiltshire SN25 5AW