FREQUENTLY ASKED QUESTIONS

    Search below or view our most frequently asked questions. Need more help? CONTACT US

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    SHIPPING & PROCESSING

    Shipping times are estimated and may vary due to promotions or holidays. When your item ships, you will receive an email with your tracking number for that order. Please know that your order may be coming from multiple warehouse, so if you are missing items they could be coming in another package.


    Normal processing time takes 2-5 business days for us to process your order to be prepared to ship. Please note, this does not include holidays and weekends.

    LOST OR STOLEN PACKAGES

    We now offer Route Shipping Protection for orders. An option to purchase shipping insurance can be found at checkout. See more information about Route.

    Packages marked as "delivered" by the carrier that are believed lost or stolen are not able to be replaced unless ROUTE has been purchased. We highly recommend insurance coverage for all orders.

    EXCEPTIONS: If your package delivery is pending for more than 10 days after shipment, please contact us and we will work to assist you.

    Orders placed with incorrect shipping information or refused at time of delivery will be treated as lost or stolen packages and only covered for replacement or refund if Route Shipping Insurance has been purchased by the customer.

    RETURNS & EXCHANGES

    We are bummed that you are not 100% satisfied with the items that you received. We will gladly accept returns for store credit within 30 days of the fulfillment date. Please note that item's purchased at a 40% or more discount are not eligible for return.

    RETURN CONDITIONS:

    1. Returns must be in original, unused, unworn condition with no defects, no stains, no pet hair, no smells, or any signs that the item has been worn or used, with all tags attached and all packing slips included with the return.

    2. Items returned with obvious use, makeup, animal hair, deodorant, perfume, or similar product stains may be subject to refusal.

    3. We do not accept returned items that were sent back by you directly without return approval.

    4. Jewelry and accessories are not eligible for a return, refund or exchange.

    5. Final Sale items or Specialty Items cannot be returned, refunded or exchanged.

    Please note that shipping and handling charges are not refundable. The cost of the return shipping label will be deducted from your refund or store credit. Return shipping costs are not reimbursable with the exception of damaged or incorrectly shipped merchandise.


    TO MAKE A RETURN:
    1. Please click HERE to access the Return/Exchange portal.

    2. Follow the on screen prompts to enter your order information and select eligible items you would like to return or exchange.

    3. Once you complete this process, a packing slip and pre-paid label will be e-mailed directly to you.

    4. Package and return your items with the pre-paid label.

    Once your label is scanned and confirmed in transit back to us, our system will automatically issue your store credit available for immediate use.

    TO MAKE AN EXCHANGE:

    Follow Steps 1-4 Above.

    Exchange orders begin processing once your return label is scanned and package confirmed in transit back to us.

    You will receive a separate e-mail confirming your exchange including a new order number as well as tracking information once your new order has shipped.

    Please contact us if you need any additional assistance with returns or exchanges or help with the returns portal.

    ORDERS

    Q - Can I cancel/make changes to the order I just placed?

    A - We will work to accommodate order changes within 24 hours of order being placed. However, our warehouse works quickly, so we cannot guarantee changes if the order is already in processing.

    Q - When will my order ship?

    A - Orders typically arrive in less than 7-14 business days after being processed. Most orders will be processed within 2-5 business days. Please note that during peak season processing days may take longer.  Standard orders are delivered by USPS Monday through Saturday. Shipping times are estimated and may vary due to promotions or holidays.

    NOTE: Team logo and graphic tee items are all custom printed as ordered which may extend processing time by 2-3 days.

    Q - I received damaged or missing item(s), what now?

    A - If you feel you have received a defective/damaged item or missing an item, please contact us within 3 business days of the delivery date at support@shopthesoho.com.

    Q -Why was my order cancelled or refunded?

    A - Due to an unforeseen event or inventory issue, items may experience stock issues and are no longer available. We promise these cases are rare. However, if an item in your order does become unavailable, you will be promptly notified and refunded or your order changes. If your order contains additional items, these items will still be shipped to you and the unavailable item will be removed and refunded from your order.

    GIFT CARDS, STORE CREDITS, & DISCOUNT CODES

    Q - How do I redeem a gift card?

    A - Gift cards are digitally issued and sent via e-mail to the recipient. Gift card codes can be entered at checkout in the "Add a discount code or gift card" portion of the checkout form.

    Q - I am unable to locate my gift card or store credit.

    A - If you have a gift card or store credit that you are unable to locate, please contact us and we can send an e-mail with your credit information.

    Q - How long do I have to use my gift card or store credit?

    A - All gift cards and store credits. are valid up to 2 years after the date issued or purchased.

    Q - Can I use multiple discount codes on my purchase?

    A - We only allow for one discount code to be applied per order.

    Q - I forgot to enter my discount code at checkout. Can I still receive the offer?

    A - We will honor valid and active discount codes/credits up to 24 hours after the order has been placed.

    Simply contact us at info@shopthesoho.com with the discount code information and our customer service team will update your order.