We hope that you will be 100% happy with your products purchased at www.sohos.co.uk. If however you should wish to return an item or items, please use our policy below. There is a lot of information to get through we know! To make it simple just follow the Step By Step Returns Guide. We are always on hand to help you so if you have any questions please call our service team on 0845 370 3773, Mon-Fri 9am-5pm.
THE REALLY IMPORTANT BITS FIRST!
If you are not entirely pleased with your purchase and would like to return it for a refund or exchange, you must notify us of this within 14 days after the day on which delivery was made. Cancellations made outside of this 14 day period will be subject to exchange/credit only. After this 14 day period we can offer exchanges on products up to 30 days after purchase. All items must be returned in perfect condition with the original packaging and labels attached. Please note that we do not charge additional postage to exchange an item for you but the cost of sending it back to us must be met by you. We accept returns purchased at www.sohos.co.uk via post only, not at any of the Soho's high street stores.
STEP BY STEP GUIDE FOR RETURNS
STEP 1 – CHOOSE A HEADING
Click on one of these headings so we can provide you with important information relevant to your type of return;
EXCHANGE
REFUND
FAULTY/INCORRECT
ITEMS PURCHASED WITHIN PROMOTIONS
STEP 2 - COMPLETE THE RETURNS FORM
Please print and fully complete our returns form (attached below). Any missing information will cause a delay so please call us on 0845 370 3773 if you require assistance. Don't worry if you don't have access to a printer, just write on the Shipping Note sent with your order, or on a separate sheet and include all the details we need.
Soho's Returns Form (PDF)
STEP 3 – USE A SECURE PACKAGE AND CLEAR ADDRESS LABEL
Wrap up the item(s), you can re-use the original packaging by turning it inside out and clearly placing our return address on it. Include the completed Soho’s Return Form inside the parcel. Please make sure that the package is securely wrapped and the seams are taped well.
STEP 4 – OBTAIN FREE PROOF OF POSTAGE CERTIFICATE
We recommend that you obtain a free certificate of posting from the Post Office as proof that you have sent the package or use a recorded delivery service. This is important as we can not be held responsible for items lost on their way back to us.
Send your returns to:
SOHO’S
3rdFace Clothing Ltd
18 Old Station Road
Weymouth
Dorset
DT3 5NQ
RETURNING ITEMS FOR EXCHANGE
The following conditions for exchanges apply;
We are very happy to exchange items up to 30 days after the purchase date provided that the item(s) are still in a saleable condition. For example; free from animal hair, still have the original labels and packaging, have not been worn or damaged. See also items purchased in promotions/sales. The cost of returning the item will be paid by the customer unless the item is faulty.
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RETURNING ITEMS FOR REFUND
The following conditions for refunds apply;
If you would like to return your item(s) for a refund please ensure you notify us within 14 days after the day on which delivery was made. We will refund the amount you paid for your item(s) provided they are still in a saleable condition. For example; free from animal hair, still have the original labels and packaging, have not been worn or damaged.
When returning part of your order which originally received free postage (orders over £50), if the new total is below the free postage threshold of £50 we will apply the standard postage rate and deduct this from your refund amount. See also items purchased in promotions/sales. The cost of returning the item will be paid by the customer unless the item is faulty.
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RETURNING FAULTY/INCORRECT ITEMS
The following conditions apply;
If you would like to return your item(s) for a refund please ensure you notify us as soon as possible. If the goods arrived faulty or damaged, we will replace or exchange such goods, provided that the fault has not obviously been caused by misuse e.g. food/drink stains or cuts.
In most case we will be able to offer a replacement and will send it to you free of charge. We will also refund your postage costs incurred in returning the item(s) to us. If you would prefer a refund rather than a replacement then we will refund the total amount you paid plus postage costs incurred. For items that go out of stock, buyers will be given a choice of a refund or an estimated arrival date for a replacement. See also items purchased in promotions/sales
Please note that you should return faulty/incorrect items using 1st Class postage. We can not refund the costs for express or next day delivery and if you choose to send the item(s) in this way we will refund a standard £3.50 only.
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ITEMS PURCHASED IN PROMOTIONS
From time to time we will offer promotions such as Buy 1 Get 1 Free or variations of this. Your right to cancel within 14 days after the delivery date remains and the following conditions apply;
When purchasing items from such a promotion you will have received the least expensive item free of charge. If all items purchased from within this promotion are returned we will refund the total amount paid. If the free item is returned you will not receive a refund as there was no cost for this item, we will however be happy to exchange this item for another item of the same value from within our Sale section. If the paid for item is returned and the free item kept, you will be charged for the free item. The cost of the free item will be deducted from your outstanding refund amount and you will receive the balance. For example;
1 x Dress A = £50 (Paid for item)
1 x Dress B = £25 (Free item)
Total Paid £50
Dress A is returned therefore the total amount refunded will be £50 - £25 = £25
If you have purchased items from a multibuy promotion such as 'Buy 2 Dresses for £80', Your right to cancel within 7 days after the delivery date remains and the following conditions apply;
If you return one of the items for refund the price of the item you keep reverts to the original list price and we will refund the difference. If you return one item for an exchange you may either exchange for another item within the promotion or for an item outside the promotion to the value of the difference. See below for an example.
Promotion - Buy 2 Dresses for £80
Dress A (£45) + Dress B (£50) Total price paid = £80
Return Dress A refund or credit total calculated as follows;
£80 less the list price of Dress B (£50)
=£30
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CHRISTMAS RETURNS POLICY
Our returns policy over Christmas allows you to buy prezzies with no worry about returning the unwanted ones after Christmas day. All items purchased between 20.11.12 and 20.12.12 can be returned up to the 15th January 2013. We do ask that you inform us by email of any intention to return items bought within this time period by 31st December 2012.
With the exception of these extended dates for the returns period, our normal returns policy and procedures apply. Click below to follow our returns guide.
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