FAQ
FREQUENTLY ASKED QUESTIONS
Last updated: 17 September 2026
Welcome to the Scott and Daughters FAQ.
Below you’ll find answers to common questions about ordering, shipping, tracking, returns, refunds and payments.
For more detailed information, please review our relevant store policies or contact us at info@scottanddaughters.com.
How long does shipping take?
Orders are generally processed within 1–3 business days.
After your order has been dispatched, delivery to Australia generally takes approximately 7–14 business days.
Please keep in mind that these are estimated timeframes rather than guaranteed delivery dates.
Delivery may occasionally take longer due to:
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carrier delays;
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customs or border processing;
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public holidays;
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severe weather;
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peak sale periods;
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remote delivery locations; or
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other unexpected logistics circumstances.
For more information, please review our Shipping Policy.
Where do you ship from?
Scott and Daughters uses international suppliers and fulfilment partners.
Some orders may be shipped directly from fulfilment facilities located outside Australia, including China and other international locations.
Direct fulfilment allows products to be shipped to customers without first being sent through an additional Scott and Daughters warehouse.
This means your parcel may originate overseas and may travel through several international and local carriers before reaching you.
Is Scott and Daughters an Australian company?
Scott and Daughters is legally registered in the United States of America and serves customers in Australia.
Where Australian Consumer Law applies to a transaction, your statutory consumer rights are not excluded because Scott and Daughters is registered overseas or because an order is fulfilled internationally.
Do you offer free shipping?
Yes.
We offer free standard shipping across Australia, unless otherwise clearly stated at checkout.
There is no minimum order value required for standard free shipping.
How can I track my order?
Once tracking becomes available, you will normally receive a shipping confirmation email containing your tracking information.
You can use the tracking link to follow the progress of your order.
Please keep in mind that tracking information may take some time to update after dispatch.
International parcels are not always scanned at every stage of transit, so there may occasionally be several days between tracking updates.
My tracking has not updated. Is my parcel lost?
Not necessarily.
International parcels can continue moving through the shipping network without receiving a new visible tracking scan.
If your tracking has remained unchanged for an unusual amount of time, please contact us at:
Include your order number and we’ll review the shipment and, where appropriate, follow up with the carrier.
Why did I receive only part of my order?
Orders containing multiple products may sometimes be sent in separate parcels.
This can happen when products:
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are stored at different fulfilment locations;
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come from different suppliers; or
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become ready for dispatch at different times.
If your order is split, you may receive separate tracking information for each parcel.
The remaining items may therefore arrive on a different day.
Do you offer returns?
Yes.
Scott and Daughters offers a voluntary 30-day change-of-mind returns policy.
You may request a return within 30 days of receiving your order, subject to the conditions in our Returns & Refunds Policy.
This voluntary policy is separate from any rights you may have under the Australian Consumer Law.
Is the 30-day return policy a money-back guarantee?
Our 30-day policy allows eligible customers to request a change-of-mind return within 30 days of delivery.
Returns must meet the applicable conditions set out in our Returns & Refunds Policy.
Different rules apply where a product is faulty, damaged, incorrectly supplied or otherwise fails to meet an applicable consumer guarantee.
How do I start a return?
Please contact us at:
Include:
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your full name;
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your order number;
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the item you wish to return;
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the reason for your return; and
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clear photographs or video if the product is damaged, faulty or incorrect.
Our customer support team will review your request and provide the appropriate next steps and return instructions.
Where do I send my return?
Please do not automatically send your return to the address shown on your original parcel.
Our orders may be processed through different international fulfilment centres, and the sender address shown on the package may not be able to process customer returns.
Once your return request has been reviewed, our team will provide the correct return address.
Depending on the product and fulfilment location, the designated return facility may be located outside Australia, including in China.
Who pays for return shipping?
For a voluntary change-of-mind return — including returns because of:
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incorrect size selection;
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fit preference;
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colour or style preference; or
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no longer wanting the product,
the customer is generally responsible for the return shipping costs.
Because the designated return location may be outside Australia, international return postage may apply.
Different rules apply where a product is faulty, damaged, incorrectly supplied or otherwise covered by Australian Consumer Law.
Where required by law, reasonable return shipping costs for a qualifying product problem will be handled by Scott and Daughters.
Do I need tracking when returning an item?
For voluntary change-of-mind returns, we require a tracked shipping method unless we agree otherwise.
Please keep your postage receipt and tracking information until your return has been completed.
This helps us verify when the parcel has reached the designated return location.
When will I receive my refund?
For an approved voluntary return, the refund will normally be processed after:
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the returned parcel has arrived at the designated return location;
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the item has been identified; and
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the return has been inspected and approved.
We aim to process an approved change-of-mind refund within 14 days after the return has been received and approved.
The refund will normally be issued to the original payment method.
Your bank, card issuer or payment provider may require additional processing time before the funds appear in your account.
Where you are legally entitled to a refund under Australian Consumer Law, the refund will be handled within a reasonable time in accordance with applicable law.
Can I receive a partial refund and keep the item?
In some situations, our customer support team may offer an alternative solution such as:
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a partial refund while you keep the item;
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store credit;
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a replacement; or
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another agreed solution.
These options are voluntary.
You are not required to accept a voluntary alternative where Australian Consumer Law gives you a right to another remedy.
Can I exchange an item for another size?
Depending on availability, we may be able to help with a replacement or alternative size.
Direct exchanges are not always operationally possible.
In some cases, you may need to return the original product and place a new order.
Please contact us at info@scottanddaughters.com so we can review the available options.
What if my item is faulty, damaged or incorrect?
Please contact us as soon as reasonably possible at:
Include:
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your order number;
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a description of the issue;
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clear photographs or video of the product;
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photographs of the packaging where relevant; and
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a photograph of the shipping label where relevant.
We’ll review the issue and help determine the appropriate next step.
Your rights under Australian Consumer Law are not limited by our voluntary 30-day change-of-mind returns policy.
Do I need the original packaging if my product is faulty?
Not necessarily.
Original packaging may be requested where reasonably available for a normal change-of-mind return.
However, the absence of original packaging does not by itself prevent you from exercising a valid right under Australian Consumer Law in relation to a faulty or otherwise non-compliant product.
Can I cancel or change my order?
If you need to cancel or change an order, please contact us as soon as possible.
We recommend contacting us within 6 hours of placing your order, as orders can enter our fulfilment process quickly.
We will make reasonable efforts to accommodate your request, but cancellation or modification cannot be guaranteed once processing has begun.
Once an order has entered advanced processing, been packed or been dispatched, we may no longer be able to stop or modify it.
If cancellation is no longer possible, you may request a return after delivery where eligible under our Returns & Refunds Policy.
Can I change my delivery address?
Please contact us as soon as possible at:
If the order has not yet progressed too far through fulfilment, we may be able to update the address.
Once an order has been processed or dispatched, address changes may no longer be possible.
Please carefully review your delivery information before completing your purchase.
What happens if I don't collect my parcel?
If a carrier delivers your parcel to a pickup location, please collect it within the timeframe specified by the carrier.
If the parcel is not collected in time, it may be returned to the sender or fulfilment facility.
Where the failed delivery resulted from circumstances within the customer's control, reasonable redelivery or return-to-sender costs may apply where permitted by law.
Please contact us if your parcel has been returned.
Tracking says “delivered”, but I haven't received my parcel. What should I do?
First, please check:
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the delivery address on your order;
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around your property;
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any safe delivery location;
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with members of your household;
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with neighbours where appropriate;
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your building reception or mailroom; and
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any pickup location shown in the tracking information.
If you still cannot locate the parcel, contact us at info@scottanddaughters.com.
We can review the available delivery information and, where appropriate, contact the carrier or open an investigation.
What if my parcel is lost?
If tracking indicates that a parcel may have been lost, we may open an investigation with the relevant carrier or fulfilment partner.
If the parcel is confirmed lost or the order can no longer be supplied within the applicable timeframe, we will provide an appropriate solution based on the circumstances and applicable law.
This may include:
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a replacement shipment;
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a refund; or
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another agreed solution.
What payment methods do you accept?
We accept the payment methods displayed during checkout.
Depending on availability, these may include:
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Visa;
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Mastercard;
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American Express;
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Apple Pay;
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Google Pay;
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Shop Pay; and
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other secure payment methods.
For more information, please review our Payment Policy.
What currency are prices shown in?
For customers using our Australian storefront, prices are generally displayed in Australian dollars (AUD) unless another currency is clearly shown.
The applicable currency and total price will be displayed during checkout before you complete your purchase.
Are my payment details secure?
Payments are processed through established third-party payment providers and Shopify's ecommerce infrastructure.
Scott and Daughters does not ordinarily store complete card details where those details are processed directly by the payment provider.
For more information, please review our Payment Policy and Privacy Policy.
Can I unsubscribe from marketing emails?
Yes.
You can unsubscribe from promotional emails at any time by clicking the unsubscribe link contained in our marketing emails.
You may also contact:
Unsubscribing from marketing emails will not prevent us from sending necessary communications regarding an order, shipment, refund or customer service request.
How can I contact Scott and Daughters?
For customer service, order, shipping, return or payment questions, contact:
Scott and Daughters
Email: info@scottanddaughters.com
Website: www.scottanddaughters.com
When contacting us about an existing order, please include your order number whenever possible.