Returns & Refund Policy

Returns and Refund Policy – Soho Collective

At Soho Collective, we aim to provide all customers with excellent service and a positive shopping experience. This Returns and Refund Policy sets out the conditions under which products may be returned or exchanged. Please read the following carefully.

General Return Conditions

Returns may only be requested after the physical delivery of the parcel.

Orders cannot be cancelled once confirmed, as they are processed immediately.

In accordance with UK consumer law, customers have the right to request a return within 14 days of receiving the goods. After this period, return requests will not be accepted.

All return requests must be submitted by email to info@sohocollective.co.uk.
Once approved, detailed return instructions will be provided. Returns sent without prior approval will not be processed.

Conditions for Accepting Returned Goods

Returned items must be:

  • Unworn

  • Unwashed

  • Undamaged

  • In their original packaging

  • With all tags and labels attached

Any signs of wear, use or washing will result in the return being refused.

Items purchased during a sale or promotional event are non-returnable and non-refundable, unless faulty.

Return Costs

All costs associated with returning goods (including postage, handling fees, customs duties and taxes) are the responsibility of the customer.

Soho Collective:

  • Does not reimburse return shipping costs

  • Is not responsible for lost return parcels

  • Does not refund import duties or customs charges

Returns are sent to our international fulfilment centre. Full return details will be provided by email once approved.

Faulty or Incorrect Items

If you receive a faulty or incorrect product, you must contact us within 48 hours of delivery at info@sohocollective.co.uk, including clear photographic evidence.

Claims submitted after this period may not be accepted.

Where a product is confirmed to be faulty, we may offer a replacement or appropriate remedy in line with the Consumer Rights Act 2015.

Refunds for faulty goods will only be issued where required under UK law.

Delivered Parcels

Where tracking information confirms that a parcel has been delivered, Soho Collective is not responsible for any subsequent loss.

Delivery confirmation by the courier constitutes completed delivery.

Incorrect Delivery Address

Customers are responsible for providing accurate delivery details.

If an incorrect or incomplete address is provided, Soho Collective accepts no liability and no compensation will be offered.

Refund Processing

Refunds apply to the product price only.

Original shipping costs, return costs and customs charges are non-refundable.

Returned goods must be received and inspected before any refund is processed.

Refunds may take up to 14 working days from the date the returned parcel is received.

Multiple Size Orders / Intentional Partial Returns

Ordering multiple sizes with the intention of returning part of the order is discouraged.

In such cases, Soho Collective reserves the right to refuse the return or offer an alternative resolution, such as store credit.

Time Limit for Contact

All return requests must be submitted within 14 days of delivery.

Requests made after this period will not be accepted.

Important Notice

Disputes regarding returns or complaints may only be raised after the parcel has been delivered.

Soho Collective reserves the right to amend this policy at any time without prior notice.

Kind regards,
The Soho Collective Team
info@sohocollective.co.uk