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 delivery 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 placing your order, we carry out a standard pre-authorisation check on your payment card.

If your payment was unsuccessful, a pre-authorisation check may still have to be put in place.

Please note that you have not been charged, but your card issuer has put a reserve on the funds. This reserve will usually be released within three to 10 working days dependant on your bank.

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

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 up to 48 hours after placing your order. After this, we will deduct a 50% cancellation fee from the 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 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.

Members' codes cannot be used in conjunction with members-only product. For further details, click here.

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 returns policy and repurchase at the new lower price.

Please contact our Customer Care team with your order number and query if you require any other information.

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.

The availability for our preorder products is limited. If an item 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.

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

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 Customer Care team (link).

We deliver orders globally. Please visit the dedicated Delivery & Returns page for our domestic and international delivery costs and time frames.

In light of 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.

Please note, we're currently unable to offer in-house assembly on any products upon delivery.

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 your order includes a combination of large items (furniture, upholstery, rugs and chandeliers) 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.

Please note that made-to-order and preorder items will ship as soon as they are available.

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

Due to circumstances outside of our control, the dispatch date of your made-to-order or preordered item may change.

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

When your order leaves our warehouse, you will be sent a dispatch confirmation email - within this will be your Soho Home tracking number.

To track your order online, please visit the carrier's dedicated tracking site:

For UK orders shipped with DPD, click here.

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

For US orders shipped with FedEx (small & medium items), click here.

For US order shipped with Metropolitan (large & heavy items), click here.

If you have not received a dispatch email within 10 working days, please get in touch with our Customer Care team.

For large item orders, shipped with Ash Logistics or The British Shop, you will not receive a tracking number. Our logistics partners will reach out to you directly to schedule a convenient delivery slot once your order is ready for dispatch.

In light of 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.

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

Your Soho Home order will be delivered as below:

UK Orders: shipped with DPD, Monday to Friday, 8am to 6pm

EU and International Orders: shipped with DHL, Monday to Friday, 9am to 5.30pm

US Orders: shipped with Fedex, Monday to Saturday, 9am-8pm (businesses by 4:30pm)

For large item orders, shipped with Ash Logistics or The British Shop, you will not receive a tracking number. Our logistics partners will reach out to you directly to schedule a convenient delivery slot once your order is ready for dispatch.

Please note: delivery will not be attempted on public holidays.

Our shipping partner may return your parcel to us if the address is incorrect, incomplete or there have been three failed delivery attempts.

We ask that you please ensure 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 Customer Care team right away and they will do their best to assist to 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 that we ship all international orders on a 'Delivered Duties Unpaid' (DDU) 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 that 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.

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 Customer Care team with your order details as soon as possible to get your order updated.

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

Leaf Envy products can be delivered nationwide throughout the UK, with the exception of the Scottish Highlands, the islands of Scotland, Northern Ireland, the Scilly Isles, and the Channel Islands.

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

For more information on how to look after your new plant, please see our online care guide.

Plants and pots are fragile, and occasional damage is inevitable despite our efforts. If your plant or pot arrives damaged, please contact our Soho Support team and include your order number, and a photograph of the damage with the exterior packaging and delivery label visible. If your damaged plant or pot is no longer in stock, we will refund you or offer an alternative.

Due to the perishable and delicate nature of plants, we cannot accept returns outside of damages. As with all living things, the appearance of the plant on the website may differ slightly to the one delivered. There may be some natural variation to the plant as each one is unique and their growth is seasonal.

If you are looking to return your pot, you'll need to cover the return shipping costs. Please contact our Soho Support team with your order number and let us know you're returning the item. We will process your refund as soon as we receive the item in the condition we sent it out.

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 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 Customer Care 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.

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.

We do not accept returns for online orders at Soho Home, Farmhouse.

Only items purchased in the Farmhouse shop can be returned at that location.

UK, EU & ROW:

Soho Home Returns, CML3 Plot 3510, Rhenus, Wellington Parkway, Magna Park, Lutterworth, Leicestershire, LE17 4XW, United Kingdom

US:

Soho Home Returns, Seko Logistics Chicago, 1111 Chase Ave, Suite A, Elk Grove Village, IL 60007, USA

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.