Return & Refund rules

Returns and Refund Rules

Returns

We offer a 14-day return policy. You must request a return within 14 days of receiving your item.

To be eligible for a return:

Condition of Returned Footwear

For hygiene and resale reasons, footwear returned under our 14-day returns policy must be:

Unworn and unused outdoors.
Tried on only indoors, preferably on a clean carpet or suitable clean surface.
In the same condition as when received.
Free from marks, dirt, scuffing, creasing or damage to the soles or uppers.
Returned with the original packaging, including the original shoe box where supplied.
Returned with all original labels, accessories and other items supplied with the footwear.

Please do not use the shoe box as the external postage packaging. Please place the original shoe box inside suitable protective packaging.

Important – Shoes must not be worn outside

We strongly recommend trying shoes on indoors before deciding whether to keep them.

Products purchased from SOHO BOOTS are intended for personal use. Any commercial, promotional, advertising, editorial, theatrical, film, television, social media influencer, or other professional use of the products requires our prior written consent.

Where a customer has used the products for commercial or promotional purposes, we reserve the right to assess the condition and usage of the goods upon return. Products that have been used beyond the level reasonably necessary to inspect, try on, and evaluate them may be subject to a deduction in value or may not qualify for a full refund, in accordance with applicable consumer protection laws.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

How to Initiate a Return

Locate the Return Authorisation Code enclosed inside the shoe box.
Email us at info@sohoboots.co.uk, Once the parcel has been dispatched, please email us the shipment ID and return tracking number for our records.
Carefully package the item in a sturdy cardboard box. Reusing the original shipping box is acceptable, provided it is in good condition.
Ensure the package is securely sealed before dispatch.

Return Address

SOHO BOOTS
9 Edge Hill Avenue
London
N3 3AY
United Kingdom

Customers are responsible for arranging and paying for return shipping. The customer remains responsible for the goods until they are received by SOHO BOOTS. We are not liable for items lost or damaged during return transit.

Returned items must be unworn, unused, and returned in their original packaging within the applicable return period.

Returning Goods from Outside the UK

If returning from outside the UK:

Notify the shipping carrier that the item is being returned.
Mark the customs declaration as "Return Goods."

Failure to do so may result in import duties being charged to us. In such cases, we reserve the right to reject the package.

Damages and Issues

Please inspect your order upon arrival. Contact us immediately if:

Your item is defective or damaged.
You received the wrong item.

We will assess the issue and resolve it promptly.

Exchanges

To exchange an item:

Return the original item.
Place a new order for the desired item.

Customers are responsible for return shipping costs.

Refunds

Once we receive and inspect your return, we will notify you of approval or rejection.

Approved refunds will be processed to your original payment method within 10 business days.
If more than 15 business days have passed since the refund was approved, contact us at info@sohoboots.co.uk.

Refund Notes:

Refunds exclude original shipping charges.
A 2% merchandise handling fee will be deducted from the refund.
A 3.1% merchandise handling fee from American Express will be deducted from the refund.
A 2.% merchandise handling fee from PayPal will be deducted from the refund.
We will simply refund the amount we received. Thank you for your understanding.
Please note that some banks and credit card providers may take up to 14 business days to apply the credit to your account. Please contact your bank or credit card company for further details.
To avoid merchant processing fees, you may request store credit instead of a refund. Store credit can be used toward your next purchase, or you may exchange your item for a different size or style, subject to availability, store credit cannot be used to obtain refund.

Delivery Responsibility

Once an order has been dispatched, customers are responsible for providing accurate and complete delivery information and for following the delivery instructions and tracking information provided by the courier.

We are responsible for the order until it has been delivered to the customer or otherwise delivered in accordance with the customer’s instructions. We cannot accept responsibility for delivery problems arising from an incorrect or incomplete address, failure to follow courier instructions, or delivery arrangements specifically requested or authorised by the customer, to the extent permitted by applicable consumer law.

Where a customer has requested or authorised delivery to a safe place, neighbour, reception area or other nominated location, the customer accepts responsibility for that delivery arrangement to the extent permitted by applicable consumer law.

Courier Investigation Period – Lost or Missing Parcels

Courier investigations may take up to 20 business days to complete, depending on the courier and the circumstances of the delivery. During this period, we may need to wait for the courier to provide information such as delivery records, GPS/location information, delivery photographs, driver confirmation or other proof of delivery.

Customers are asked to allow the full investigation period for the courier to complete its enquiries before a final outcome can be determined. We will keep the customer informed of any significant updates received from the courier.

Customers are responsible for any customs duties, import taxes or other charges that are expressly stated to be payable by the customer before placing the order.

Nothing in this policy affects the customer’s statutory rights under applicable UK consumer law.

Order Cancellation Policy

Please note that debit or credit card processing fees are non-refundable, as the payment gateway retains them.

The original payment processing fees are not returned when you cancel an order, regardless of whether the order was fulfilled. This is because the payment gateway incurs costs to process the initial transaction, and these fees are non-refundable to us.

Additional Policies

Import Duties, Customs Refusals & Lost Returns

If a customer refuses to pay customs duties or import taxes, the package will be returned to the sender (Soho Boots). Please be aware of the following:

If the returned item is lost in transit due to the refusal of delivery, the customer will be held fully responsible for the cost of the item.
In such cases, no refund will be issued, as the loss results from the customer's decision to reject the shipment.
Any refunds for successfully returned items will be issued minus shipping costs, return fees, and applicable payment gateway fees.

We strongly recommend that international customers consult their local customs authority prior to ordering to understand any potential charges.

Prohibited Use

Without written consent, our products may not be used for advertising, promotions, filming, photography, theatrical performances, or social media. Returns will not be accepted for items used in such ways, and legal action may be pursued if necessary.

Contact Us For further assistance, please reach out to us:

Email: info@sohoboots.co.uk
Phone: +44 7342 012395

Thank you for choosing Soho Boots!