Returns Policy
Exchange:
As some of our orders are shipped directly from our suppliers, the returns location can vary depending on your order. Simply fill out your enclosed Returns Form accordingly, ensuring the exchange box is ticked and the new item is listed. Should you wish to exchange your item for a more expensive item, we will contact you with regards to paying the difference. Please do not include your card details or cash with your returned order for security reasons.
All products need to be returned to the following address:
Safestore Ltd
SohoPoms, Unit 4275
4 Timber Mill Way
Gauden Road
SW4 6LY, London
Refunds (except Bowl & Bone):
Similar to an exchange, if you would like to return your items for a refund, simply fill out the returns form enclosed within your order and tick the refund box within 15 days of purchase. Send the item and returns form back to the address above in secure packaging! We will send an email to confirm when your refund has been processed.
If your return reaches us after 15 days of purchase then we will provide you with a e-voucher for the same value as your order that will be valid for 6 months that can be exchanged against any further order within our store.
Please note: This process can take around 20 working days to process and be back in your account due to postage, our returns procedure and bank payment processing times! The postage cost to return the item is also non-refundable.
Bowl & Bone Refunds:
Please find below link to return form (cost £6.95)
https://bowlandbone.returningtechnology.com/main/landing
Please fill in the form using the tracking number we gave you for the order. Once completed, you will be asked to print the return label. Put it on the box and bring it to indicated post office.
Returns take longer than regular shipping, 2-3 weeks. Unfortunately, there is no faster form.
We will refund you once item received. We recommend you to make a new order should you wish another product (different size, colour)
Please inform us by email of your return at info@sohopoms.com with your new tracking number. Remember to return your item within 15 days and in new condition.
Return a faulty good due to a fault:
Goods are classified as faulty if they are received damaged, or where a manufacturing fault occurs within 30 days of purchase. Please note that items that are damaged as a result of wear and tear are not considered to be faulty.
If you believe you have a recieved a faulty item please send it back to the address above ensruning it has been packaged securely. Please include a cover note with the following information:
Name
Order number
Contact Details
Details of the fault
We will then contact you to discuss how we can proceed.
Soho Poms are stockists and therefore we take no responsibility for faulty products. For more information concerning a products guarantee please do not hesitate to contact us. In the unlikely event an item becomes faulty outside of the 30 day return policy we may exchange.
