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frequently asked questions
gift & holiday returns
Any orders placed from 11/26-12/15/2025 are considered to be within our Holiday sales window and eligible for our extended return window of 1/15/2025.
These can be processed using our RETURN PORTAL.
If you are the gift recipient and do not have the original order information, please CONTACT US.
Note: Items purchased on a 40% off or more promo will not be eligible for return.
December 12, 2025 :Last day to guarantee arrival by 12/25 with Standard Shipping.
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Q: How do I redeem a gift card?
A: Gift cards are issued digitally and sent via email. To redeem, simply enter the code in the "Add a discount code or gift card" section during checkout.
Q: What should I do if I can’t find my gift card or store credit?
A: If you can’t locate your gift card or store credit, please contact our customer service team at support@shopthesoho.com, and we’ll send you the information you need.
Q: How long is my gift card or store credit valid?
A: All gift cards and store credits are valid for up to 5 years from the date of issue or purchase.
Q: Can I use multiple discount codes on my purchase?
A: Unfortunately, we allow only one discount code 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 up to 24 hours after your order has been placed. If you have a valid code, please contact our customer service department at support@shopthesoho.com for assistance.
Q: Do you offer price adjustments if I purchase an item before a sale or promotion?
A: We cannot make price adjustments or apply deals to previous orders.
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SHIPPING TIMELINE
STANDARD: 5-10 Business Days
GROUND: 4-8 Business Days
FREE SHIPPING ($99+ orders): 5-10 Business Days
PROCESSING TIMELINE
Our made-to-order products lead time ranges from 3-5 business days.
SHIPPING CONFIRMATION TIMELINE
You will receive a shipping confirmation email with tracking number between 3-7 business days after placing your order. If you have not received this email after 7 business days, please contact our customer service team at support@shopthesoho.com. They will be happy to assist you further!
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Q: Where is my order?
A: Our typical production lead time is 3-4 days. Once your order is ready to ship, you’ll receive a shipment confirmation email containing your tracking number. If you don’t receive this confirmation within 7 business days, please reach out to our customer service team at support@shopthesoho.com.
Q: When will my order ship?
A: Most orders are processed within 3-4 business days, and you can expect delivery within 7-10 business days after processing.
Q: Can I cancel my order?
A: We can only cancel orders within 2 hours of placement, as production starts immediately. If it has been less than 2 hours, please contact our customer service team at support@shopthesoho.com.
Q: Can I change my shipping address?
A: We may be able to update your shipping address depending on the status of your order. Please contact our customer service team at suport@shopthesoho.com. While we cannot guarantee that the change can be made, we will do our best to accommodate your request.
Q: Why isn’t my tracking showing any updates?
A: It may take 1-2 business days for the carrier to scan your order into their system, which can delay updates. If you don’t see any movement after 4 days, please reach out to our customer service team at support@shopthesoho.com, and we’ll be happy to assist you.
Q: What should I do if I received damaged or missing item(s)?
A: If you receive a damaged item or are missing an item, please contact our customer service team at support@shopthesoho.com within 3 business days of delivery.
Q: Why was my order cancelled or refunded?
A: Occasionally, unforeseen events or inventory issues may lead to items being unavailable. If an item in your order is unavailable, we will notify you promptly and either refund the item or adjust your order. Any additional items in your order will still be shipped.
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We hope you are happy with your purchase. If for any reason you’re not, we will gladly accept returns for store credit within 30 days of the fulfillment date. Please note that all sale items are FINAL SALE and are not eligible for return.
RETURN CONDITIONS
- Original Condition: Returns must be in their original, unused, and unworn condition, free from defects, stains, pet hair, odors, or any signs of use. All tags must be attached.
- Condition Check: Items showing obvious signs of use, including makeup, animal hair, deodorant, perfume, or similar stains, may be refused.
- Prior Approval: Returns sent back without prior approval will not be accepted.
- Non-Returnable Items: Jewelry and accessories are not eligible for return, refund, or exchange.
- Final Sale Items: Items marked as final sale or specialty items cannot be returned, refunded, or exchanged.
- Damaged or Defective Items: If you receive a damaged or defective item, please contact our customer service team at support@shopthesoho.com. Include your order number, a description of the issue, and a photo of the item.
Shipping Charges: Please note that shipping charges are non-refundable. The cost of the return shipping label will be deducted from your refund or store credit.
Return shipping costs are only reimbursable in cases of damaged or incorrectly shipped merchandise.
HOW TO MAKE A RETURN / EXCHANGE
- Click HERE to access our return/exchange portal.
- Follow the on-screen prompts to enter your order information and select the eligible items you wish to return or exchange.
- Once you've completed the process, you will receive a packing slip and pre-paid return label via email.
- Pack your items securely and return them using the pre-paid label.
For Returns: we will issue you a credit once your package has been received and processed by our warehouse.
For Exchanges: once your new order has shipped, you will receive an email confirming your exchange along with a new order number and tracking information.
Please email our customer service team at support@shopthesoho.com if you need additional assistance with your return or exchange.
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If you believe your order is lost or stolen, please contact our customer service team at support@shopthesoho.com and they will be happy to assist you further.
Please ensure that you enter the correct shipping address at checkout. Customers are responsible for any additional costs that may arise from an incorrect address entry. If a package needs to be re-shipped due to an address error, the customer will be responsible for the shipping costs.