Frequently asked questions

We currently accept the following payment methods: Visa, Mastercard, Solo, Maestro, Visa Debit, Visa Electron, American Express and PayPal. We trade in GBP (£) and USD ($).

Your currency will be selected based on your shipping address.

At Soho Home we understand that your online security is of paramount importance. We are committed to providing a secure online shopping environment that goes above and beyond industry security standards and guidelines through our payments service provider.

For more information, please see our privacy and security policy.

If your credit or debit card payment is declined, please double-check that you have entered the correct card details and that your card has not expired.

Please also check that the billing address entered matches the address the card is registered to.

Alternatively, please try checking out with a different payment card or PayPal.

For more information regarding a failed payment, we recommend that you contact your card issuer directly as, for your own personal privacy, only your bank can tell you why your card was declined.

When you place an order, we carry out a standard pre-authorisation check on your payment card.

If your payment was unsuccessful, a temporary hold on your funds may still be put in place.
Please note that you have not been charged, and this reserve will usually be released within three to 10 working days dependant on your bank.

For more information, please speak to your bank directly as they will be able to advise you on their specific policy.

There is a limited window where we may be able to cancel your order prior to dispatch. If you would like to cancel your order, please contact our Soho Support team right away.

For made-to-order items, you may cancel up to 48 hours after placing your order. After this, we will deduct a 50% cancellation fee from your refund amount.

For our UK and EU customers, please note that your statutory right to cancel under The Consumer Contracts Regulations 2013 is not affected - please see our terms and conditions for more information.

We are unable to take further payment for additional items after your order has been placed. If there is an additional item you wish to purchase, you will need to place another order.

If you would like to remove an item from your order, please contact our Soho Support team right away, as we only have a limited window to make amendments to your order.

Please ensure that your address and contact details are entered correctly when checking out. If you do spot a mistake once your order has been placed, please contact our Soho Support team right away and they will do their best to assist you.

We aim to dispatch your order quickly, which means that there is a only small window where your order details can be changed.

After placing your order, we will send you an order confirmation email - this may take up to an hour to arrive.

If you have not received your order confirmation email, please check your Junk email folder, or please contact the Soho Support team for further assistance.

You can also view your Order History under the 'My Account' section in your profile.

You can enter your promotional code in the 'Add a promotional code' field at the basket stage of the checkout.

Please note, promotional codes cannot be used in conjunction with any other offer, including sale items, and you are limited to one code per transaction.

We cannot retrospectively add a promotional code to your order, so please do check your order before placing it.

We offer our customers the opportunity to purchase selected products before they are available in our warehouse or retail spaces.

If an item is preoder it will be clearly indicated on its product page, alongside the expected dispatch month.

Please note, due to circumstances outside of our control, the dispatch date of your preordered item may change.

Once your preordered item has been shipped from our warehouse, you will receive a dispatch email as confirmation.

We aim to have your preordered product with you no later than the last day of the month listed.

You will receive a dispatch confirmation from us once your item is ready to be shipped. Our shipping partner will also contact you directly with further details on your delivery.

Please note, we are unable to expedite the dispatch or delivery times for any preordered product.

Due to the ongoing impact of COVID-19 and circumstances outside of our control, dispatch dates on our preorder products may be delayed beyond the date we specified on the website at time of purchase.

We will be in touch via email if your order is affected.

Our manufacturers and logistics partners are complying with COVID-19 health and safety guidelines to protect their staff and workplaces. These measures have led to a significant reduction in the size of working teams, which ultimately results in delays in delivery to our warehouses and customers

The availability of our preorder products is limited. If an item that was previously on preorder is showing as 'Out of stock', this means that the stock quantity limit has been reached. Please leave your details with us by clicking 'Notify me' and we'll contact you once your desired item is back in stock.

You will be charged for your preordered product at the time of placing your order.

If you have any questions about your preorder, please contact our Soho Support team.

If for any reason you need to cancel your preorder item, please reach out to our Soho Support team who will be able to assist.

Please allow up to seven working days for cancellations and refunds to be processed.

Made-to-order items will be shipped within the timeframe that's stated on the product page.

You will receive a dispatch confirmation from us once your item is ready to be shipped. Our shipping partner will also contact you directly with further details on your delivery.

Due to circumstances outside of our control, the dispatch date of your made-to-order item may change. We will be in touch via email if your order is affected.

Our manufacturers and logistics partners are complying with COVID-19 health and safety guidelines to protect their staff and workplaces. These measures have led to a significant reduction in the size of working teams, ultimately delaying delivery to our warehouses and our customers.

The increased demand for raw materials, in particular flax, has resulted in longer lead times for our linen made-to-order range. We are working closely with our suppliers to improve upon these timeframes, and should there be any significant changes to your expected dispatch date, we will contact you via email.

For made-to-order items, you may cancel your order up to 48 hours after placing it. After this, a 50% cancellation fee will be deducted from the original order value.

Please note, should you need to make any changes to your order, you will need to contact the Soho Support team who will be able to advise you.

We recommend that you measure your space and consider access to your property ahead of ordering to ensure that we are able to deliver your item successfully. Please take a look at our Self-Measuring Guide for more information on how you can do this.

Our furniture is available to order in a range of colours, finishes and sizes to help you create a tailored scheme. We are unable to offer any further customisation on the fabrics or the dimensions outside of what is listed on the product page.

A number of our made-to-order items can be viewed at our Soho Home retail locations.

We also offer a swatch service to ensure that you're happy with your fabric selection.

Should you have any questions about our products and where they are located for viewing, you can contact our Soho Support team or check with the store teams directly.

Our made-to-order service offers our most popular products in a variety of colours and fabrics.

Each design is inspired by the unique interiors of our Houses, which you can personalise by picking your favourite fabric and colour from our extensive swatch library.

Choose from a super-fine velvet, mohair, linen or boucle finish, and a colour palette ranging from burnt ochres to soft mustards and neutrals.

Find out more about our made-to-order service here.

Please note, items are custom made with our suppliers and are not stocked at our warehouses. The production times of our made-to-order range will vary by product and fabric - the lead times will be displayed on the individual product pages and at checkout.

We may be able to make changes to your made-to-order item up to two weeks from the date that your order was placed.

Please note, any changes to a made-to-order item will result in a delay to your original lead time. Once the change has been confirmed, your lead time will reset from the date your new order is placed and will be reflected in your new order confirmation.

While the Soho Support team will do their best to accomodate your change requests, it will not always be possible due to the supplier's production timeline.

With this in mind, we always recommend that you order a swatch prior to placing your order.

Our made-to-order items cannot be cancelled after 48 hours of placing your order and are not returnable. Therefore, we recommend that you measure your space and consider access to your property ahead of ordering to ensure that we are able to deliver your item.

Please take a look at our Self-Measuring Guide for assistance with this.

You can also contact our Soho Support team if you have any questions.

Your made-to-order item will be delivered by one of our selected shipping partners.

For our UK mainland customers, we offer a white glove service with our shipping partner Duo, which includes delivery to the room of your choice, assembly, and removal of packaging.

For our UK non-mainland and EU customers, we offer a threshold service with The British Shop, which includes delivery to the nearest covered part of your residence. Please note, assembly will not be included - your order will arrive boxed and will not be subject to the removal of packaging.

Your order will be dispatched within the timeframe stated on the product page. Should there be any significant changes to your expected dispatch date, we will be in touch.

You will receive a dispatch confirmation email once your order is on its way. We currently do not provide tracking information for larger items, but our shipping partners will be in touch to schedule your delivery.

Our delivery options vary by region - please see our 'Delivery' page for our domestic and international delivery costs and timeframes.

Our delivery services vary depending on where you're based.

For more information on what options are available to you, please take a look at our dedicated Delivery & returns page.

If you have ordered a mixture of small and large items, they will be dispatched separately and you will receive a dispatch confirmation email with further information regarding your delivery for each shipment.

Smaller items will be sent immediately, while larger items will be delivered on an agreed date that is convenient for you.

Please note that made-to-order and preorder items will ship as soon as they are available and by the date displayed on your order confirmation.

If you have ordered an in-stock mattress along with a preorder or made-to-order bed, this will be held until your bed is ready to be shipped. If this is not convenient for you, please contact our Soho Support team who can assist with releasing your mattress for an earlier delivery.

We'll send you a dispatch confirmation email once your order is on its way.

If you have ordered small items (textiles, table lamps, tableware, and accessories), you will receive a link to track your Soho Home order. You can also check your tracking number on the carrier's site directly:

For UK orders shipped with DPD, click here.

For orders to Europe and the rest of the world, shipped with DHL, click here.

For large item orders (armchairs, lighting, beds, rugs, and sofas) shipped with Duo or The British Shop, you will not receive a tracking number, but you will get a dispatch confirmation email once your order is on its way.

For customers in the UK mainland, Duo will be in touch within five working days of this email to schedule your delivery date.

For our customers based outside of the UK mainland, you will be contacted by The British Shop once your order reaches your local depot, so our contact times will vary depending on your delivery address.

For orders shipped within the UK, DPD will not require a signature for delivery and may leave your parcel in a safe place if deemed appropriate.

Once you receive your tracking number, you will be able to amend your delivery preferences with DPD directly, either online or via the MyDPD app.

For orders shipped outside of the UK, DHL will require a signature for delivery. Once you receive your tracking number, you will be able to amend your delivery preferences with DHL online.

For all large item orders, our shipping partners will require a signature upon delivery.

UK orders are shipped with DPD and delivered Monday to Friday, 8am to 6pm.

DPD will make one attempt to deliver to your chosen address, after which your order will be taken to a neighbour or a local Pickup parcelshop. You will have seven days to collect your order before it is returned to us.

EU and international orders are shipped with DHL and delivered Monday to Friday, 9am to 5.30pm. DHL will make three attempts to deliver your order. After the third attempt, your order will be returned to us.

For large item orders, shipped with Duo or The British Shop, you will not receive a tracking number, but you will gete a dispatch confirmation email once your order is on its way. For customers in the UK mainland, Duo will be in touch within five working days of this email to schedule your delivery date.

For our customers based outside of the UK mainland, you will be contacted by The British Shop once your order reaches your local depot, so our contact times will vary depending on your delivery address.

Our large item shipping partners will return your parcel to us if the address is incorrect, incomplete or there have been three failed contact or delivery attempts.

Please ensure that your address and contact details are entered correctly when checking out. If you do spot a mistake once your order has been placed, please contact our Soho Support team right away and they will do their best to assist you.

If we are unable to deliver your parcel, it will be returned to our warehouse. We will process your order as a return and issue you with a full refund.

Please note, we are unable to re-ship packages that are returned to us as undeliverable.

Please note: we ship all international orders outside of the EU on a 'Delivered At Place' (DAP) basis.

Your order may be subject to charges or fees imposed by your local customs authority. Payment of these will be necessary to release your items from customs on arrival. Please note: we have no control over these charges and cannot predict their amount or offer a refund for them.

We recommend that you contact your local customs office for details on how these charges are assessed and applied to your delivery.

If you are a business customer outside the UK and need further tax-relevant information for your order, please don't hesitate to contact our Soho Support team.

We can attempt to change your delivery address up to the point of dispatch. Please note that this may not always be possible due to the speed at which some orders are shipped.

Please contact our Soho Support team with your order details as soon as possible to get your order updated.

If your order is in transit, you can update your delivery address with the courier directly. Please note, this may impact your delivery date.

Before placing your order for a furniture item, we recommend that you measure the intended space along with all access points within your property to ensure that we're able to successfully deliver your item.

Take a look at our Self-Measuring Guide for advice on how you can do this.

Should you have any questions or require assistance, please contact our Soho Support team.

You can expect to receive your artwork within four working days.

Each piece will come with an M.A.H branded Certificate of Authenticity. If you do not receive this for any reason, please contact [email protected] with your order number.

Original artwork can only be delivered to mainland UK addresses, excluding remote areas.

Any order placed with a delivery address in these areas will be cancelled and refunded. We apologise for any inconvenience this may cause.

We hope that you will be happy with your artwork. However, if you wish to return the piece for a refund, you may do so provided that you contact M.A.H Gallery by email within 14 days of receipt to advise of your intention to return.

Returns will only be accepted if the piece is in perfect condition, complete with original packaging and paperwork.

To organise a collection, please email [email protected] with your name and order number. You will need to provide photos of the artwork to demonstrate that it is in its original condition, alongside photos of the packaged piece showing all four sides of the box for insurance purposes.

Please note, you will be responsible for any costs to return the artwork and we will provide you with a bespoke collection quote before we proceed with organising your return.

Should you choose to arrange your own return, please email [email protected] to discuss your options.

Please allow 14 days from receipt for us to process your return and issue your refund.

Repairs and replacements are unavailable, as these are one-off original works of fine art.

Please contact [email protected] within 24hours of receiving your artwork and include your order number, plus a photograph of the damage with the exterior packaging and we will assist in finding a suitable solution for you.

Lick paint and samples can only be delivered to UK addresses.

Any order placed with a delivery address outside of the UK will be cancelled and refunded. We apologise for any inconvenience this may cause.

We hope that you will be happy with your order. However, if you wish to return something, you may do so provided that:

• You don't open the cellophane wrapping covering the paint tin
• You keep the box and insulating cartons the paint came in
• The goods are returned in their original condition
• You contact ourSoho Support teamwithin 30 days of placing your order

We'll provide you with a free returns label and instructions on how to return once we have received confirmation of the above.

If you've received an incorrect or faulty Lick paint tin or sample please contact our Soho Support team right away.

To enable us to resolve your issue as quickly as possible, please include your Soho Home order reference; a photo highlighting the issue; and a photo of the barcode on the bottom of the paint tin.

Once opened, what is the lifespan of Lick paint?

We advise that an open paint tin can be used for six months. If unopened and stored in a room temperature cupboard, your paint may last longer.

What is the coverage of Lick Paint?

Lick paint has a coverage of 10m² to 12m² per litre, so a 2.5l can do one coat of up

to 30m². We recommend two coats for the perfect finish, however some surfaces may be

more absorbent and will need further coats.

What's the sheen level of Lick paint?

The matt paint has a maximum sheen level of 5%; for eggshell, it's a maximum of

15%.

Vegan? Hypoallergenic? Child- and pet-safe?

None of Lick paints or any other Lick products are tested on animals and are made in line

with vegan and vegetarian manufacturing processes. Each product has also been developed to be pet- and child-safe. We know of no hazardous materials or irritants in Lick paint, however safety guidelines state that paint should not be ingested, so keep fresh paint away from infants and babies. We would suggest keeping them away for at least five days after the paint has dried.

What are the paint's VOC levels?

Lick paints are all water-based, and so come well under the regulated definition of low-

VOC (less than 30 grams per litre). Because the precise VOC content of each paint

changes depending on its colour, we can't provide a single number across all of our

paints.

Can Lick paint be diluted with water to create a mist coat?

Yes. We would recommend mixing 70% paint with 30% water.

Can Lick paint be sprayed with a spray gun?

Lick paint can be used in spray guns. We recommend the following:

a) Airless: Tip Size 15 - 17thou 50º angle with a pressure of around 2500psi

b) HVLP (High Volume Low Pressure) or conventional spray -1.8mm needle nozzle set

Up.

You may want to dilute it by adding a little water; Lick recommends around 15%

water, 85% paint.

Fill

If there are any gaps in the wall, we recommend filling them in before applying your chosen Lick paint. Push the filler in carefully using a filling knife until you're satisfied with the evenness. Leave to dry before smoothing down with sandpaper.

Sand

Tackle any flaky plaster or peeling paint by sanding with fine sandpaper. For

the most beautiful finish, you want your paint surface to be as smooth and even as

possible.

Clean

Pop your gloves on and clean the surface of your walls using gentle soap and water. Avoid using sugar soap as it can create a hydrophobic film that means the paint might struggle to adhere.

Dry

Let the walls dry, then give them a final wipe down with a damp sponge to remove any traces of soap. Leave to dry thoroughly. Lick paint is wipeable and scrubbable. If you are painting a high-traffic area, such as a kitchen, then we highly recommend using the eggshell paints as they offer further protection again.

How long does each coat take to dry?

Each coat of paint should be touch-dry within an hour. We recommend four hours between coats and to leave overnight before moving furniture back against the walls.

What primer should I use, if any?

On correctly prepared walls and ceilings, you won't need a primer when using Lick paint.

Can I use Lick paint in a bathroom?

Only use the eggshell finish paints in bathrooms and not where water directly comes into contact.

Can these paints be used on the floor?

We do not recommend our paint to be applied on floors. We cannot guarantee the longevity of the paint on the surface due to the high tread, even with a varnish.

Can I paint straight on top of plaster?

We recommend a mist coat before painting in earnest, but that's it. Just ensure the first coat is 70% paint and 30% water and you'll be good to go.

Can you paint over caulking with Lick paint?

It does depend on the caulk you're using, so we would recommend checking with the

Instructions on that first. If it's a paintable caulk, then yes absolutely! Allow the caulk to

completely dry, use a suitable primer if needed and always use a good quality caulk to avoid

paint failing.

What surfaces can I use this to paint on?

• Walls
• Ceilings
• Skirting
• uPVC
• Exposed brick
• Metal
• Radiators
• Laminate cupboards (with priming)
• Internal and external doors (eggshell only)

We do not recommend painting on these surfaces:

• Concrete
• Glass
• Floors or floorboards
• Marble or other stone

Are these paints suitable for lime plaster?

Unfortunately, Lick paint is not suitable for use over lime plaster.

Your order will be dispatched within three to five working days via UPS or Royal Mail; tracking is provided.

Deliveries are made Monday to Friday, from 9am to 6pm. Please allow up to eight working days for your order to arrive.

Lucy Mahon prints can only be delivered to mainland UK addresses, excluding remote areas.

Any order placed with a delivery address in these areas will be cancelled and refunded. We apologise for any inconvenience this may cause.

Please email our Soho Support team within 24 hours of receiving your order and include your order number, plus a photograph of the damage with the exterior packaging and we will assist in finding a suitable solution for you.

We hope that you will be happy with your order. However, if you wish to return it for a refund, you may do so provided that you contact our Soho Support team within 28 days of receipt to advise of your intention to return.

Returns will only be accepted if the item is in perfect condition, complete with original packaging and paperwork.

Please note, you will be responsible for any costs to return your item and we do not provide a returns label.

Lucy Mahon, Studio B101 Lighthouse Studios, 89a Shacklewell Lane, London E8 2EB

Your order will be dispatched by Allday Goods within seven working days as all products are made to order. Your order will be shipped by DHL using an express service.

Deliveries are made Monday to Friday, from 9am to 6pm. Please allow up to nine working days for your order to arrive.

Allday Goods items can only be delivered to mainland UK addresses.

Any order placed with a delivery address outside of this area will be cancelled and refunded. We apologise for any inconvenience this may cause.

We hope that you will be happy with your item(s). However, if you wish to return your order for a refund, you may do so provided that you return it within seven days of receiving the goods, and that they are unused and in their original condition.

Returns will only be accepted if the items are in perfect condition, complete with original packaging and paperwork.

Please note, you will be responsible for any costs to return your goods. Return address: Allday, 10B Stamford Works, Dalston, London, UK, N16 8JH.

Please contact our Soho Support team within 24 hours of receiving your items, and include your order number and a photograph of the damage with the exterior packaging. We will assist in finding a suitable solution for you.

Any Wild at Heart orders placed before Thursday 1 December will be held for dispatch until this date. You should receive your order by Friday 2 December.

London-based customers

For orders placed after Thursday 1 December, your arrangement will be delivered within four to five working days.

Wild at Heart's in-house courier will hand-deliver your order seven days a week between 9am and 7pm.

Wild at Heart cannot guarantee or specify a time slot, so if no one is home to receive your order, a delivery note will be left to tell you whether the parcel was left with a neighbour or in a safe place at the delivery address.

Nationwide customers

For orders placed after Thursday 1 December, your arrangement will be delivered by DPD. Deliveries are made Monday to Friday, from 9am to 6pm, and tracking will be provided. Please expect to receive your order within four to five working days.

Wild at Heart arrangements can only be delivered to mainland UK addresses.

Any order placed with a delivery address outside of this area will be canceled and refunded. We apologise for any inconvenience this may cause.

Please get in contact with our Soho Support team and provide your order number, along with a summary of the issue and supporting photos (where relevant). We'll be happy to assist in finding a suitable solution for you.

We hope that you will be happy with your Wild at Heart order. In the unlikely event that your item arrives faulty, damaged or delayed, please get in contact with our Soho Support team and provide your order number, along with a summary of the issue and supporting photos (where relevant). We'll be happy to assist in finding a suitable solution for you.

Please note, we are unable to accept returns of unwanted Wild at Heart arrangements.

Your order will be dispatched within five working days from Mirror Gilding and delivered via DHL, tracking is provided.

Deliveries are made Monday to Friday, from 9am to 6pm. Please allow up to eight working days for your order to arrive.

Mirror Gilding products can only be delivered to UK mainland addresses only. Any order placed with a delivery address outside of these areas will be cancelled and refunded. We apologise for any inconvenience this may cause.

If your order arrives damaged, please contact our Soho Support team, along with a photograph of the damage and of the exterior packaging. We'll be happy to assist in finding a suitable solution for you.

We hope you will be happy with your order. However, if you wish to return something, you may do so, provided the item(s) are unused, in perfect condition and are returned complete with the original packaging.

You will receive a returns slip with your order, with a pre-paid DHL returns label included.

Your Mirror Gilding item(s) will need to be returned to: Mirror Gilding, Unit 8, Industrial Estate, Old Road, Long Compton, Warwickshire, CV36 5LE

Your Cody Hoyt items will be dispatched within three working days from our Soho.Home.Studio on a dedicated vehicle.

You will be contacted directly to schedule a convenient delivery time.

Cody Hoyt products can only be delivered to mainland UK addresses, excluding remote areas.

Any order placed with a delivery address in these areas will be cancelled and refunded. We apologise for any inconvenience this may cause.

We hope that you will be happy with your order. However, if you wish to return something, you may do so provided that the item(s) are unused and in perfect condition, complete with the original packaging.

You will be responsible for any costs to return your Cody Hoyt product(s), however, we can assist with organising a collection with our logistics partner on your behalf.

We will need to obtain a bespoke quote for this service, which will be deducted from your overall refund amount. Please contact our Soho Support team with your order number and reason for return, and we can help arrange your collection.

Should you choose to organise your own return, we recommend that you select a specialised courier due to the delicate nature and high value of these products. You will be responsible for the condition of the goods until we have confirmed receipt.

Your Cody Hoyt item(s) will need to be returned to: Soho.Home.Studio, 6 Duke of York Square, King's Road, London SW3 4LY.

You have 28 days from receipt of your order to return an unwanted item for a full refund.

Please contact our Soho Support team and include your order number, plus a photograph of the damage with the exterior packaging and we will assist in finding a suitable solution for you.

It will be dispatched separately from your Soho Home items. Please allow up to five working days for your order to arrive.

The Mews products can be delivered nationwide throughout the UK.

Any order placed with a delivery address outside of this area will be cancelled and refunded. We apologise for any inconvenience this may cause.

We hope that you will be happy with your order. However, if you wish to return something, you may do so provided that the item(s) are unused and in perfect condition, complete with the original packaging. All returns must be packed with the original dispatch note. Please note, you will be responsible for the return costs.

You have 28 days from receipt of your order to return an unwanted item for a full refund.

Please return your item(s) to The Mews Furnishings, Kirklee, Makerstoun, Kelso, Scottish Borders, United Kingsdom, TD5 7PB.

Please contact our Soho Support team and include your order number, plus a photograph of the damage with the exterior packaging and delivery label visible. If your damaged item is no longer in stock, we will refund you or offer an alternative.

It will be dispatched separately from your Soho Home items. Please allow up to 15 working days for your order to arrive.

It can be delivered to the UK and Europe; see our Delivery page for a list of the countries we can ship to.

Any order placed with a delivery address outside of these areas will be cancelled and refunded. We apologise for any inconvenience this may cause.

Please contact our Soho Support team. Include your order number and a photograph of the damage with the exterior packaging and delivery label visible. We will then be able to offer you a replacement or a refund.

Please see our Returns policy for more information on how you can return your order.

Customers placing orders for delivery to EU destinations will be the importer of record in the EU country of destination. By placing orders for EU delivery, customers agree that Soho Home will pay all applicable import taxes and duties prior to the delivery of goods on behalf of the customer. There will be no further payable amount owed by the customer once the order is placed.

If you are a business customer outside the UK and need further tax-relevant information for your order, please don't hesitate to contact our Soho Support team.

For our customers based in Spain and associated islands, you will be contacted by our delivery partners regarding the clearance of your order through customs.

You will be asked to provide the following:

• Your passport
• Your Número de Identificación de Extranjero (NIE), either paper or card version
• Your customs agent declaration - the English version is for translation purposes, but the Spanish copy must be completed at the top and signed at the bottom
• Empadronamiento, if you have one
• Residencia card, if you have one

If you're based in Bulgaria, Czech Republic, Greece, Lithuania or Romania, you will be required to register for and provide your EORI number to DHL so that your parcel can be cleared through customs and delivered successfully.

For customers based in Portugal, you will be required to provide DHL with your Personal ID number. For customers in Italy, you will need to provide your Tax ID number to DHL to clear your parcel through customs.

If you're unable to provide this information, there's a risk we may not be able to deliver your order and it will instead be returned to us.

For more information or assistance, please contact our Soho Support team.

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.

For more information on how to return an item, please see our Delivery and returns page.

Your return options vary depending on where you're based.

For more information on what options are available to you, please take a look at our dedicated Delivery & returns page.

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.

We aim to process your return within seven 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.

The Consumer Contracts Regulations 2013 are in place to protect your rights. You have up to 14 days from the date you receive your order to cancel it.

Contact our Soho Support team with your name and order number, and we can advise you on the next steps.

For further details on how to cancel your order and return an item to us, in accordance with the Consumer Contracts Regulations 2013, please see our terms and conditions.

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, CML3 Plot 3510, CML Ltd, Wellington Parkway, Magna Park, Lutterworth, Leicestershire, LE17 4XW, United Kingdom.

If you would like to return a large item order, please contact our Soho Support team.

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.

Small items (textiles, table lamps, tableware, and accessories)
For our UK mainland customers, we include a DPD free returns label inside your parcel.

For our customers outside of the UK, we do not offer a free returns service, so we ask that you use a fully tracked service with any reputable carrier.

Large items (dining tables, dressers, large lighting, beds, rugs, and sofas)
For our UK mainland customers, we can assist with organising your return with our shipping partner, Duo. This service is charged at £39.95 and will be deducted from your overall refund amount.

For our customers outside of the UK mainland, we do not offer a collection service, so we ask that you use a fully tracked service with any reputable carrier.

If you would like to return a large item order, please contact our Soho Support team.

f you have received a faulty or incorrect item, or have any feedback or concerns, please contact our Soho Suppport team directly.

Where possible, please also take clear photos to reflect the issue, so that we can resolve your query as efficiently as possible.

You will receive all the latest updates on our new product launches, seasonal offers and promotions.

You don't need to have an online account to be able to place an order at Soho Home.

There are a number of benefits from holding an online account with us, such as order tracking, order history, marketing options and the ability to store multiple delivery addresses and payment cards for a faster checkout.

Please note that when ordering, you will be asked whether you would like to create an account with us. If not, you will be checked out as a guest.

If you have forgotten your password, you can click the 'Forgotten Your Password' button at the login page and you'll receive a link to reset your password via your chosen email account.

To ensure that you keep your account secure, we always recommend that you use a unique password. It should contain at least seven characters, one of which should be a number.

Storing multiple addresses is just one of the benefits of having an account with Soho Home.

You will be able to update and change your billing and delivery details directly within the Address Book in your account for a fast and efficient checkout.

At Soho Home, we endeavour to ensure your personal information is secure when visiting our online store. However, there are additional security measures we advise our customers to adopt in order to enhance online security.

These include:

• Ensuring your internet browser is up to date with the latest version.
• Choosing unique, secure passwords, keeping them private and changing them frequently.
• Investing in a reputable anti-virus software program and ensuring all updates are installed.
• If you do see any unknown transactions on your account, please contact your bank immediately to ensure your affected cards are cancelled and your accounts secured.

Please log in to your account to ensure you receive any benefits associated with SOHO HOME+.

Soho House members should log in using their existing Soho House details in order to automatically receive SOHO HOME+ benefits.

If your benefits are not applying as expected, please reach out to the Soho Support team who will be able to assist you.