Soho's Returns Policy

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.

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 – 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

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 7 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 1^st 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 7 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;