Online return policy
We hope that you will be happy with your order. However, if for any reason you wish to return something, you may do so, provided that the item(s) are unused and in perfect condition, complete with original packaging. All returns must be packed with the original dispatch note. If your order is missing paperwork, or was packed into more than one box and you would like to return your whole order, please contact our Soho Support Team. Please note, we're unable to process exchanges.
You have 28 days from receipt of your order to return an unwanted item to us for a full refund.
Please note: if you have purchased your products via one of our stockists, you will need to arrange your return with them directly.
Small item return
For small items such as textiles, table lamps, tableware, and accessories, we will include a DHL free returns label inside all our orders. Simply attach the pre-paid label to the front of your parcel and take your return to your nearest drop off point.
When buying from our drapery collection, please note that we cannot accept returns on any curtains that have had the header tape drawn. We ask that you ensure you are completely happy with your curtains before pulling the drawstring.
Please note that Soho Home cannot accept responsibility for lost returns packages, so please keep hold of your proof of postage receipt to ensure that your return reaches us successfully.
Large item return
To organise a return for any large item(s)*, please contact our Soho Support team with your order number, an image of the item and your reason for return. They can then arrange a collection with our shipping partner, Jan Krediet, on your behalf.
Our return costs vary depending on the collection address and the items being returned. Our Soho Support team will be able to provide a return shipping quote for you and the cost will be deducted from your total refund amount.
Your goods must be in their original packaging (including labels, and unassembled) and in adherence with our returns policy.
*Large items include all furniture, ceiling lights, mirrors, and rugs.
Made-to-order
Made-to-order items are altered to your chosen specifications, including colour, size and/or finish. As a result, any returns on made-to-order items will be charged at 50% of the total product value.
Should you wish to cancel your order, you have 48 hours to do so. Any cancellations made after 48 hours, or a failed delivery attempt due to access issues, will be charged at 50% of the total product value.
To avoid the latter, we ask that you thoroughly check measurements for all areas leading to your chosen room, including restrictive spaces such as doorways and stairways, prior to placing your order. If you have any questions or concerns about access, please contact Soho Support. The team will assist you in arranging a pre-measuring guide service.
To organise a return for a made-to-order item, please contact our Soho Support team with your order number, an image of the item and your reason for return. They can then arrange a collection with our shipping partner, Jan Krediet, on your behalf.
Our return costs vary depending on the collection address and the items being returned. Our Soho Support team will be able to provide a return shipping quote for you and the cost will be deducted from your total refund amount.
Your goods must be in their original packaging (including labels, and unassembled) and in adherence with our returns policy.
Return FAQs
We aim to process your return within five working days of receipt into our warehouse.
Your refund will be made via your original method of payment. It may take five to 10 working days for the funds to be reflected in your account.
Please note: returns are not processed over the weekend or public holidays.
Please keep hold of your proof of postage receipt, so you can ensure that your return reaches us successfully.
You will receive email confirmation once your return has been received and your refund completed.
Items purchased from our brick-and-mortar retail sites will need to be returned to the same location.
Items purchased in-store cannot be returned to our warehouse.
If you have received a faulty or incorrect item, or have any feedback or concerns, please contact our Soho Support team directly.
If possible, please also take clear photos to reflect the issue and provide your order number so we can resolve your issue as efficiently as possible.
Small items (textiles, table lamps, tableware, and
accessories)
For small items such as textiles, table lamps, tableware, and
accessories, we will include a DPD or UPS free returns label inside
all our orders. Simply attach the pre-paid label to the front of
your parcel and take your return to your nearest drop off
point.
Large items (dining tables, dressers, large lighting, beds, rugs, and sofas)
To organise a return for any large item(s), please contact our Soho Support team with your order number, an image of the item and your reason for return. They can then arrange a collection with our shipping partner, Jan Krediet, on your behalf.
Our return costs vary depending on the collection address and the items being returned. Our Soho Support team will be able to provide a return shipping quote for you and the cost will be deducted from your total refund amount.
Your goods must be in their original packaging (including labels, and unassembled) and in adherence with our returns policy.
Small items can be returned to the below addresses. Your order
will need to be packaged securely, including your delivery note
with the order number.
UK, EU and ROW:
Soho Home Returns, Rhenus Warehousing Solutions, Site 210 Unit 1,
Discovery Way, Nuneaton, CV10 7PH.
If you would like to return a large item order, please contact our
Soho Support team.
