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Delivery & returns

*Free shipping on orders over $250 applies to small items only under 22lb.

Orders will dispatch within three to five working days.

  • In light of current circumstances, our shipping partners may be impacted by delays to selected states due to COVID-19 restrictions.
  • We're taking additional precautions alongside our delivery partners and have removed 'signed for' deliveries.
  • All small item deliveries are now 'contactless', safeguarding both drivers and customers.
  • We can now only offer furniture assembly that can be undertaken externally to your home; in-house assembly is currently not available as a measure to limit contact time.

Delivery

US shipping charges

Your shipping options will be determined by the contents of your basket and shown to you at checkout.

If your order includes a combination of large items (furniture, large rugs, lighting) and small items, they 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.

Small and medium item shipping

For shipping within the United States, we offer the following options:

  • US Standard Shipping (up to 22lb): $9.95, free on orders over $250

Items such as tableware, textiles, apparel, accessories, bathroom fittings, gift sets and lamp shades.

  • US Standard Shipping (up to 40lb): $25

Items such as bedding packages, wine coolers and floor cushions.

  • US Standard Shipping (up to 66lb): $45

Items such as small rugs, footstools and small mirrors.

Orders are dispatched with our shipping partner, FedEx, on a three- to five-day service.*

Your order will be delivered Monday to Friday, between 9am and 6pm (local time).**

  • US Premium Shipping (up to 22lb): $15

Items such as tableware, textiles, apparel, accessories, bathroom fittings, gift sets and lamp shades.

  • US Premium Shipping (up to 40lb): $35

Items such as bedding packages, wine coolers and floor cushions.

Orders are dispatched with our shipping partner, FedEx, on a two-day service.*

Your order will be delivered Monday to Friday, between 9am and 6pm (local time).**

*Outlying and remote regions may take a little longer. Please check your tracking information for your estimated delivery date.

**Public holidays may affect the dispatch and delivery of your order by up to two working days. Please see your tracking information for your estimated delivery date.

Large and heavy item shipping

For shipping within the United States, we offer the following options:

  • US Standard Large Item Shipping: $150, White Glove Service

Available on all lighting.

  • US Standard Heavy Item Shipping: $200, White Glove Service

Available on all furniture items and large rugs.

Our delivery partners, Metropolitan, will reach out to you directly to schedule a convenient delivery date once your order is ready for dispatch.

They will endeavour to deliver to your room of choice (subject to access requirements) and remove the packaging.

If your order contains both small and furniture items, they will be shipped separately, and you will be contacted to arrange your furniture delivery as above.

Shipping restrictions

Soho Home US currently ships to the USA only.

If you wish to make an order to Canada, or any other international country, please contact the Customer Care team with your shipping adress and the items you're looking to purchase, and we will be happy to discuss your options.

We are unable to deliver to PO Boxes. Any orders to a PO Box address will be cancelled and a refund will be issued.

If you wish to purchase any of our beauty products internationally, please visit Cowshed.
Duties and taxes

For shipments within the US, Soho Home will handle any customs and duty payments on your behalf.

If you are ordering for delivery to anywhere else in the world outside of the US, your order may be liable for import duty and/ or local taxes for which you will be responsible for paying, prior to or at the time of delivery.

Parcels that are rejected by the customer due to customs charges, and are returned to us, will be liable for a returns charge that will be deducted from the refund amount.

Sales tax

All prices shown on our US site are exclusive of sales tax.

The sales tax for your order will be calculated at checkout once you have selected your shipping address.

For more information on how we calculate your sales tax, please check here.

Returns

In light of COVID-19 restrictions, we have now extended our returns policy from 28 days to 90 days until further notice. All other terms and conditions related to returns and refunds apply.

We hope that you will be happy with your order. However, if for any reason you wish to return something to us, you may do so provided that the item(s) are unused and in perfect condition, complete with the original packaging. Please note: we're unable to process exchanges.

You have 90 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.

How to return

For all small item orders, we will include a FedEx free returns label inside your parcel.

Please follow these steps to return your item:

  1. Ensure that you return your item(s) within 90 days of receipt. The goods must be returned unused and in their original, undamaged packaging.
  2. Write the return code on your order delivery note and place it in the box. Return codes can be found at the bottom of your delivery note.
  3. Attach the pre-paid FedEx returns label provided with your order to the front of your box.
  4. To schedule a pick-up no account number is required, but label information may be needed. Go to fedex.com/returnpickup or call 1800 463 3339.
  5. Alternatively, you can drop off at FedEx. Find your closest location at fedex.com/locate or by calling 1800 463 3339

For larger item returns (such as furniture or rugs), please contact our Customer Care team with your order number and reason for return, and we can organize the correct return method for your unwanted goods.

Receiving your refund

We aim to process your return within seven working days of receipt into our warehouse. You will receive email confirmation once your return has been received and your refund completed.

Your refund will be made via your original method of payment. We advise that 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 bank holidays.

Exclusions

We are unable to offer exchanges on any purchases. If you wish to change your item(s), you will need to return your order for a refund and a new order will be raised.

Please note: items purchased from any of our Soho House sites cannot be returned online.

Made To Order and personalized/ monogrammed items are non-returnable.

Faulty return

If you have received a faulty or incorrect item, or have any feedback or concerns, please contact our Customer Care team directly online.

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

Cancelling or amending an order

We cannot take further payment for additional items, or issue refunds for detractions once your order has been placed. As such, we are unable to make any amendments to your order.

There is a very 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 Customer Care team right away.

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.