Refund policy
RETURNS
We aim to ensure every customer is completely satisfied with their experience with SOULHO, including our service and products. If you are not satisfied with your purchase, we ask that you send your item(s) back within 14 days of receiving your order
To be eligible for a return, your item(s) must have all original tags and labels attached and remain unworn, unwashed, unused and in their original condition and packaging.
Returns that do not meet these requirements will not be accepted. Items returned without tags or labels will be rejected.
If these conditions are not met, we will notify you by email that your return has not been approved. In this case, you will have the option to have the item returned to you at your own expense. If you refuse to accept the return delivery, we reserve the right to retain the item and the amount paid for the original order. Items returned to us worn will not be eligible for a refund and will be returned to you.
HOW TO RETURN
To request a return, visit Request a return and sign in using the email address used to place your order. You’ll receive a verification code by email — no password is required.
Select your order, choose the item(s) you wish to return and submit your request.
Once your request has been reviewed, we’ll email you a prepaid return label and instructions for sending your parcel.
Our returns address is:
SOULHO LTD
PO Box 81,660
LONDON
E11 9LW
A £3.95 return postage fee per parcel will be deducted from your refund when you use our label. You won’t need to pay postage separately at drop-off.
Please retain your proof of postage until your refund has been processed.
If your item is faulty or you’ve received an incorrect item, please contact hello@soulho.co.uk before returning it. The £3.95 fee will not apply.
If you need help requesting a return, please email hello@soulho.co.uk.
EXCHANGES
Exchanges are free. If you’d like to exchange your item for another size, please email hello@soulho.co.uk.
Exchanges are subject to stock availability. We’ll provide a prepaid return label and send your replacement at no extra cost. The £3.95 return postage fee applies to refunds only.
INTERNATIONAL RETURNS
International customers are responsible for the cost of returning their item(s), including any applicable duties, taxes or customs fees.
If an international parcel is rejected due to unpaid duties, taxes or customs fees and is returned to us with charges to pay, these charges may be deducted from your refund along with any non-refundable original shipping costs, where legally permitted.
If you experience any issues returning your item(s) to us, please email hello@soulho.co.uk