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Delivery and returns

Delivery

For delivery within the UK, we offer the following options:

UK Standard Delivery: free on all orders for a limited time

Highlands & Islands Standard Delivery: £4.95, free on orders over £100

Orders are dispatched on a two-day service with our delivery partner DPD, delivered Monday to Friday.*

DPD will make one attempt to deliver to your chosen address, after which your order will be taken to a neighbour or a local Pickup parcelshop. You will have seven days to collect your order before it is returned to us.

*Bank holidays may affect the dispatch and delivery of your order by up to two working days. Please see your tracking information for your estimated delivery date.

Delivery to Europe

Customers placing orders for delivery to EU destinations will be the importer of record in the EU country of destination. By placing orders for EU delivery, customers agree that Soho Skin will pay all applicable import taxes and duties prior to the delivery of goods on behalf of the customer (DDP). There will be no further payable amount owed by the customer once the order is placed.

For delivery to within Europe, we offer the following options:

EU Standard Delivery: £4.95

Countries including Belgium, France, Ireland, Luxembourg, Netherlands, and Sweden

EU Standard Delivery: £5.95

Countries including Austria, Bulgaria, Czech Republic, Denmark, Estonia, Finland, Germany, Hungary, Latvia, Lithuania, Poland, Portugal, Romania, Slovakia, and Slovenia

Please note, we're temporarily unable to ship orders to Italy, Spain or Greece - we apologise for any inconvenience.

Your order will be dispatched from our UK warehouse with our delivery partner, DHL. You can expect to receive your order within five to 10 working days.* Orders will be delivered Monday to Friday, excluding public holidays, between 9am and 6pm, local time.

*Public holidays may affect the dispatch and delivery of your order by up to two working days. Please see your tracking information for your estimated delivery date.

International delivery

For delivery to the rest of the world, we offer the following options:

Standard Delivery Switzerland: £6.95

Standard Delivery UAE: £7.95

Standard Delivery Asia: £12.95 (including India, Hong Kong, and Singapore)

Standard Delivery South America: £49.95

Standard Delivery Australia and New Zealand: £15.95

Your order will be dispatched from our UK warehouse with our delivery partner, DHL. You can expect to receive your order within five to 15 working days.*

Delivery times will vary according to your region, so please check your tracking information for your estimated delivery date.*

Orders will be delivered Monday to Friday, excluding public holidays, between 9am and 6pm, local time.

*Public holidays may affect the dispatch and delivery of your order by up to two working days. Please see your tracking information for your estimated delivery date.

Tax and duties

Please note that we ship all international orders outside of the EU on a 'Delivered At Place' (DAP) basis.

Your order may be subject to charges or fees imposed by your local customs authority. Payment of these will be necessary to release your items from customs on arrival.

Please note that we have no control over these charges and cannot predict their amount or offer a refund for them.

We recommend that you contact your local customs office for details on how these charges are assessed and applied to your delivery.

Returns

Our returns policy

We hope that you will be happy with your order. However, if for any reason you wish to return something, you may do so provided that the item(s) are unused and in perfect condition, complete with original packaging. Please note, we're unable to process exchanges.

You have 28 days from receipt of your order to return an unwanted item to us for a full refund.

All other terms and conditions related to returns and refunds apply.

How to return

For all returns, please complete the Return Code column on your Delivery Note or Commercial Invoice and include it inside your parcel. The goods must be returned unused and in perfect condition, complete with original packaging, so take care to ensure you have securely packaged up your return.

We include a DPD free returns label inside all of our UK mainland orders. Simply attach the pre-paid label to the front of your parcel and take your return to any DPD drop-off point.

For our customers outside of the UK mainland, we do not offer a free returns service so we ask that you use a fully tracked service with any reputable carrier.

Please note that we cannot accept responsibility for lost returns packages, so please keep hold of your proof of postage receipt to ensure that your return reaches us successfully.

For any further assistance, please contact our Soho Support team.

Our returns address

Soho Skin, Unit 3510, Rhenus Warehousing Solutions, Wellington Parkway, Magna Park, Lutterworth, Leicestershire, LE17 4XW, United Kingdom

Receiving your refund

We aim to process your return within seven working days of receipt into our warehouse. You will receive email confirmation once your return has been received and your refund completed.

Your refund will be made via your original method of payment. We advise that it may take five to 10 working days for the funds to be reflected in your account.

Exclusions

If you have purchased your products via one of our stockists or Health Club locations, you will need to arrange your return with them directly.

Faulty return

If you have received a faulty or incorrect item, please contact our Soho Support team directly.

Where possible, please also take clear photos that reflect the issue, so we can resolve it as efficiently as possible.

Missing return or refund

If you have checked your tracking information and can see that seven working days have passed since your return was received by our warehouse, please email our Soho Support team.

Please ensure you include your name, your order number, the item(s) returned and your return tracking information to allow us to look into your query without further delay.

Cancelling an order

The Consumer Contracts Regulations are in place to protect your rights. You have up to 14 days from the date you receive your order to cancel it.

For further details on how to cancel your order and return an item to us in accordance with the Consumer Contracts Regulations 2013, please see our Terms and Conditions or contact our Soho Support team.