Our Commitment to You

At SOHO Shop, we understand that finding the perfect fit in intimate apparel is essential. Just as we meticulously craft each piece in our collections with precision and care, we’ve designed our shipping and returns processes to reflect our commitment to your complete satisfaction. We believe every experience with our brand should feel as luxurious and well-fitted as our products themselves.

Shipping Information

Order Processing

We carefully prepare each order with the attention to detail our luxury customers deserve. Please allow 1-2 business days for order processing before your items are dispatched from our Australian studio.

Shipping Methods & Timeframes

Standard Shipping – $12.95

Delivered via DHL or FedEx

Delivery Time: 10-15 business days after dispatch

Free Shipping

Available for orders over $50, delivered via EMS

Delivery Time: 15-25 business days after dispatch

Please note: We ship worldwide, with the exception of some Asian countries and remote locations. Delivery times may vary depending on your location and customs processing.

Returns & Exchanges

We want you to love every piece from our collections as much as we do. If you’re not completely satisfied with your purchase, we gladly accept returns and exchanges within 15 days of your receipt of items.

Non-Returnable Items

To maintain 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

Return Conditions

To ensure the quality 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

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]
  • Your full name and email address
  • Order number
  • Items to return (including sizes and quantities)
  • Reason for return
  • Preferred resolution (refund or exchange details)

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 shipping, returns, or exchanges.

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.