Our Commitment to Your Satisfaction

At SOHO Shop, we believe every piece of our intimate apparel should fit you as perfectly as our commitment to your satisfaction. Just as we craft each bra, brief, and camisole with precision and care, we’ve designed our returns process to be seamless and respectful of your time.

Return & Exchange Timeframe

We gladly accept returns and exchanges within 15 days of your receipt of items. Your complete satisfaction is our priority, and we want you to love every piece from our collections as much as we do.

Return Conditions

To ensure the quality and hygiene standards our luxury brand represents, we require that:

  • Items must be unworn, unwashed, and in original condition
  • All original tags must be attached
  • Items must be returned in their original packaging
  • A copy of your order confirmation or packing slip must be included

Non-Returnable Items

To maintain the intimate nature of our products and ensure the highest hygiene standards for all our customers, the following items cannot be returned or exchanged:

  • Briefs & Underwear – Due to their intimate nature
  • Lingerie & Bra Accessories that have been opened or used
  • Sale Items marked as final sale
  • Items without original tags or packaging

Step-by-Step Return Process

Step 1: Submit Your Return Request

Within 15 days of receiving your order, please email us at [email protected] with the following information:

Subject: Return/Exchange Request – Order #[Your Order Number]

Dear SOHO Shop Customer Care Team,

I would like to request a [return/exchange] for my recent order.

Order Number: [Your Order Number]
Name: [Your Full Name]
Email: [Your Email Address]
Items to Return: [List items with sizes and quantities]
Reason for Return: [Fit, Style, Damage, etc.]
Preferred Resolution: [Refund/Exchange for Size/Exchange for Item]

Thank you for your assistance.
Sincerely,
[Your Name]

Step 2: Receive Return Authorization

Within 2 business days, our Customer Care team will email you a Return Authorization Number and shipping instructions. Please do not send items without this authorization.

Step 3: Package and Ship Your Return

Carefully package your items in their original packaging, include your packing slip or order confirmation, and ship to our Australian studio:

SOHO Shop Returns
66 Monteagle Road
CAMPBELL, AU 2612
Australia

Step 4: Processing Your Return

Once we receive your return, please allow 3-5 business days for processing. You will receive an email confirmation when your return has been processed.

Refund Information

Refunds will be processed to your original payment method within 5-7 business days after we receive and process your return. Please note:

  • Original shipping charges are non-refundable
  • Return shipping costs are the responsibility of the customer
  • Refunds will be issued via the original payment method (Visa, MasterCard, JCB, or PayPal)

Exchange Process

For exchanges, we’ll ship your new item once we receive your return. If the exchange item is of higher value, we’ll invoice you for the difference. For lower-value exchanges, we’ll refund the difference to your original payment method.

Damaged or Incorrect Items

If you receive a damaged or incorrect item, please contact us immediately at [email protected]. We will arrange for a prepaid return label and expedite your replacement at no cost to you.

Need Assistance?

Our Customer Care team is here to help you with any questions about returns or exchanges. Contact us at:

Email: [email protected]
Address: 66 Monteagle Road, CAMPBELL, AU 2612

We typically respond within 1-2 business days, treating every inquiry with the care and attention our luxury customers deserve.

Thank you for choosing SOHO Shop. We value your trust in our intimate apparel collections and are committed to ensuring your complete satisfaction with every purchase.