Frequently Asked Questions

Ordering

What payment methods are available?
We accept Visa Debit, Visa Credit, MasterCard and American Express. We also accept PayPal.

Can I place my order over the phone?
If you'd like to order over the phone simply call our Customer Care team on +44 (0)20 3819 8199 who will be happy to assist you.

Can members codes be used in conjunction with members only product?
Unfortunately not, please visit www.sohohouse.com/faq/membership-credit for more details.

Delivery

Will I be able to track my order?
For smaller items sent by courier, you will be provided with a tracking link in your order confirmation email where you can track your delivery via the relevant courier's website. Larger items will not be trackable but you will receive communications from our delivery partner and our customer care team will be happy to update you on your orders progress at any time.

Will all of my items be delivered together?

If your order includes a combination of large items (furniture, upholstery, rugs, floor lamps, chandeliers and vintage) and small items, these will be dispatched separately for your convenience. Smaller items will be sent immediately while larger items will be delivered on an agreed date that is convenient for you. You will only be charged once for delivery.

Standard Delivery - £6.95
All textiles, tableware and accessories are usually delivered within 3 working days, tracking details provided.

Next Day Delivery - £9.95 
Order before midday for delivery the next working day, Monday to Friday - tracking details provided. Please be aware that Next Day Delivery is not available during sale periods.

International Delivery
We currently deliver to the UK and EU. If you wish to make an international order to the US, we would be happy to discuss options with you. Get in touch by completing this form or contact Customer Care

What if I’m not at home?
Our delivery partners will usually notify you by text to confirm another suitable delivery slot and return the item to the local depot.

Can I change my delivery address?
You can change your delivery address up to the point of dispatch (usually within 1 hour of your order being placed). Please contact our Customer Care team as soon as possible to make the change.

Cancellations and Returns

Can I cancel or amend my order?
You can cancel your order up to the point of dispatch from our warehouse (usually within 1 hour of placing your order)*. However please note that it may than take 3-5 working days for funds to return to your account. Unfortunately once an order has been placed we cannot amend the contents. If you wish to add to your order you can place another and we can combine the two into one delivery. Please note that your statutory right to cancel under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 is not affected.

*For Made To Order items, you may cancel your order up to 48hours after placing your order. After this we will take a cancellation fee from the refund amount.

How long do I have to return my order?
We offer a 28 day returns period for any change of mind returns, all goods need to be in saleable condition and must be returned in their original packaging. If however your item is damaged or faulty, please contact Customer Care in advance of return and we can assist.

I forgot to enter my promotional code, can I be refunded?
We cannot retrospectively add a promotional code to your order or refund the equivalent amount so please do check your order before placing it. Please note that promotional codes cannot be used in conjunction with any other offer, including sale items, and you are limited to one code per transaction.

Do you offer price adjustments?
We are unable to offer a price adjustment on any items in your order should they be reduced during a sale or promotional period.
If you’d like to take advantage of a promotional price you will need to return your original items in line with our Return Policy and repurchase at the new lower price. Please contact Customer care team with your order number and query if you require any other information.

What options do I have for returning my order?

If for any reason you aren't completely satisfied with your goods, contact our Customer Care team within 28 days of receipt and we will help you in every way possible. Any unwanted item, unless faulty, must be returned, undamaged and unused, in a re-saleable condition, with all original packaging and labels.

To return your order please contact our Customer care team on 020 3819 8199 to organize the correct return method for your unwanted goods.

Please note that items purchased from Soho Home at Soho Farmhouse, Oxfordshire cannot be returned online.

Personalised bathrobes are non-returnable.

International

For change of mind returns on international orders, please return via a tracked service, with goods in their original packaging (including labels, and un-assembled). Please note that Soho Home does not cover the cost of postage costs for international returns and Soho Home cannot accept responsibility for lost returns packages. For international returns queries, please call us on +44 (0)20 3819 8199.

How long will it take to receive a refund?
Once your goods have been received back into our warehouse we will then issue the refund immediately. Depending on your bank, refunds can take up to 10 working days to process so please allow this full period and note that refunds will be processed on the same payment method used.

Can I return my goods to your Oxfordshire store?
Items purchased at Soho Home, Farmhouse can only be returned back to Soho Home, Farmhouse.

Account Section

I’ve forgotten my password. What do I need to do?
When signing in please look for the ‘Forgotten your password?’ link. From here once you’ve provided your email address we will send you a link to reset your password. Please ensure that you are using the email address you set your account up with.

Can I view my order history?
All of your previous order history will be stored in the Account section under ‘My Orders’.

Can I store multiple addresses?
Multiple delivery addresses can be stored within the Account section making it easy to send regular gifts or ensure we can deliver to you wherever you are.