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 toll-free on +1-8884333218 who will be happy to assist you.

Our Customer Care team are available from 8 am to 8 pm GMT Monday – Friday and 10am – 6pm Saturday and Sunday (and UK bank holidays)

Shipping

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.

International Standard Shipping- $35
All textiles (excluding large rugs), tableware and accessories are usually delivered within 5 -7 business days by DHL Express - tracking details provided. For shipments to Alaska and Hawaii please allow up to 10 business days.

International Larger Item Shipping - $75
Larger or more delicate items such as mirrors, floor cushions and lights are usually delivered within 5 -7 business days by DHL Express - tracking details provided. For shipments to Alaska and Hawaii please allow up to 10 business days.

International Heavy Shipping - $550
Armchairs, ottomans, coffee tables or other smaller furniture items are shipped by our partner SEKO US. SEKO US will be in touch within a few days of you placing your order to arrange a delivery date that’s convenient for you. SEKO US will endeavour to deliver to room of choice (subject to access requirements) and take away packaging.

International Heavy & Oversized Shipping - $POA
All large furniture pieces’ sofas, beds, large rugs, tables and chandeliers will require a bespoke quote to be supplied for shipment, please contact Customer Care to discuss costs and to place your order directly. Our delivery partners SEKO US will be in touch within a few days of you placing your order to arrange a delivery date that’s convenient for you. SEKO US will endeavour to ship to room of choice (subject to access requirements) and take away packaging.

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 shipping 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.

Cancelations 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.

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.

What options do I have for returning my order?

We do not currently offer free returns service however 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 inform us that you wish return your order please contact our Customer care team toll- free on +1-8884333218 to organize the correct return method for your unwanted goods.

Please note that items purchased from any of our Soho House Sites will be non- returnable online.

Personalized/monogrammed items are non-returnable.

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.

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.