Returns Policy

Returning an order for a Refund

If you wish to return an item for a refund, it must be unused, in its original condition (with all labels and tags attached), and accompanied by proof of purchase within 15 days of receiving the goods. Upon meeting these criteria, we will offer an exchange or refund, based on our terms and conditions. A return fee of £2.95 per order applies if processed through our returns portal. Items returned after the 15-day period will qualify for an e-voucher or store credit.

Please note that items not in resalable condition, items that have been used, or items showing signs of excessive handling will not be accepted unless they were damaged or faulty upon receipt. We consider "excessive handling" as handling that goes beyond what is reasonably necessary to inspect the item’s nature and characteristics.

Additionally, custom-made items are not eligible for exchange unless they are faulty.

Please be aware that your refund will be processed only after we receive and inspect the returned item(s), which can take up to 14 days.

All products need to be returned to the following address:

Unit 2 Bluegates Business Park,
Little Canfield,
Dunmow, Essex,
CM6 1SN

Returning an order for an Exchange

If you’d like to return an item for an exchange, please notify us within 15 calendar days of receiving the item by using our returns portal at https://sohopoms.com/apps/return_prime.

Please note that exchanges are only available for items originally purchased directly through our website, sohopoms.com.

Items eligible for exchange must be in resalable condition, unused, and free from signs of excessive handling. Items that do not meet these criteria, except those found to be faulty upon receipt, cannot be accepted. We define "excessive handling" as any handling beyond what is reasonably necessary to inspect the item's nature and quality.

Returned items for exchange must be shipped at your own expense unless the item was received in a faulty condition. Additionally, exchanges processed through our returns portal incur a postage fee of £3.95 per order for the new size / item to be posted to you.

All products for exchange need to be returned to the following address:

Unit 2 Bluegates Business Park,
Little Canfield,
Dunmow, Essex,
CM6 1SN

Returns Process:

Refund Eligibility:

• If you would like to return an item for a refund, please fill out the returns form enclosed within your order or create a return through our returns portal at https://bda4cd.myshopify.com/apps/return_prime.
• The 15-day return period begins on the day you receive your order, not the date of purchase.

Return Process:

• Send the item and completed returns form back to the address provided, ensuring the item is securely packaged.
• We will send an email confirmation once your refund has been processed.

Late Returns:

• If your return reaches us after 15 days from the date you received the item, we will issue an e-voucher for the value of your order instead of a refund.
• The e-voucher will be valid for 6 months and can be used for any future orders within our store.

Postal Delays on Our End:

• If there is a delay in delivering your order, rest assured that the 15-day return window will start from the day you receive the item, not the date it was shipped.

Postal Delays on Customer's End:

• We understand that postal delays can happen. If you believe your return may be delayed due to postal services, please contact our customer service team as soon as possible.
• Proof of Postage: We recommend using a tracked postal service and obtaining proof of postage with a date stamp to demonstrate that you sent the return within the required 15-day window.
• In cases where delays are clearly due to postal services, and you have provided proof of postage within the 15-day period, we may offer flexibility in processing your refund.

Worldwide Delivery

We proudly serve customers worldwide, including those in France, Australia, the USA, and Asia. All orders placed outside mainland UK will be delivered exclusively via Royal Mail. Delivery times typically range from 5–10 working days, depending on the destination. Shipping charges will be calculated at checkout—simply add your items to your basket, input your address, and the delivery charge will update automatically.

When shipping internationally, Soho Poms cannot accept liability for customs delays, import taxes, travel disruptions, or any orders returned to sender due to customs processes in the destination country. We will, however, keep you informed of any delays or issues. Please note that for overseas orders, shipping charges are estimates and additional fees may apply for larger items after your order is completed.