Refund policy
We want you to feel good about what you ordered — and we know fit is personal, so if something isn't right, we're here to help.
Returns
You have 14 days after receiving your order to request a return.
To be eligible, your item needs to come back to us in the same condition you received it:
- Unworn and unwashed
- With all tags attached
- With any hygiene seals intact and unbroken
- In its original packaging
A note on hygiene: for hygiene and safety reasons, we can't accept lingerie that has been worn, tried on without underwear, or has had its hygiene seal removed or damaged — items like this can't be resold, so we're not able to offer a return or refund on them. It's a stricter rule than you'd find with, say, a jumper, but it's the only fair way we can keep offering straightforward returns to everyone else.
You'll also need your receipt or proof of purchase.
How to start a return
Email us first at contact@soho-intimate.co.uk to request a return — please don't send anything back before you've heard from us, as items returned without a request won't be accepted.
Once your return is approved, send it to:
281 Tooley St. SE1 2LA London, UK
Return postage is your responsibility — we don't provide prepaid labels. We'd recommend a tracked, insured service, as we can't take responsibility for anything lost in transit.
Damages and issues
Please check your order as soon as it arrives. If something's defective, damaged, or not what you ordered, email us straight away so we can look into it and put it right.
What can't be returned
- Intimate garments (underwear, briefs, bodysuits and similar) where the hygiene seal has been removed or the item has been worn or tried on
- Personal care goods (e.g. beauty products)
- Custom or personalised orders
- Perishable goods
- Hazardous materials, flammable liquids or gases
- Sale items and gift cards
Any questions at all — email contact@soho-intimate.co.uk. We're happy to help.