FREQUENTLY ASKED QUESTIONS.
What skin types is Soho Skin suitable for?
Soho Skin has been developed to be suitable for all skin types, ages, and genders.
If your skin is sensitive or you have experienced an allergic reaction to skincare in the past, we recommend performing a patch test 24 hours before using Soho Skin products.
Are Soho Skin products vegan and cruelty-free?
Yes. All of our formulas are vegan and Soho Skin is listed by Cruelty Free International as an approved Leaping Bunny brand. A global programme, Leaping Bunny requires cruelty free standards over and above legal requirements.
All of our own brand cosmetic and personal care products are approved under the Cruelty Free International Leaping Bunny programme, the internationally recognisable gold standard for cruelty free products. We adhere to a fixed cut-off date policy and proactively monitor our suppliers to ensure that our products continue to adhere to the Leaping Bunny criteria. Our supplier monitoring system is also independently audited.
What ingredients are in the Soho Skin formulas?
A full list of ingredients is displayed on each product page.
All our formulas are free from:
- Silicone
- Parabens
- BPAs
- Phthalates
- No artificial fragrances
Do Soho Skin products contain allergens?
Yes, all cosmetic products do, but these are minimised as much as possible and are only present within clinically safe trace levels.
Is Soho Skin sustainable?
A crucial part of Soho Skin's development has been how we can better support a circular economy. We have applied these principles to both the formulations and packaging.
While we know there is more to do, currently we are committed to ensuring that the ingredients in our formulations are non-eco toxic, and that our product and packaging componentry is recyclable wherever possible. Our ongoing efforts to minimise our brand footprint include using FSC paper for our packaging and ensuring that glass bottles form the majority of our range. Looking ahead, refills are a key focus for our future product development.
Account queries
How do I create an account?
You can create an account by signing up here.
I forgot my password. How should I proceed?
Please select the ‘Forgotten your password?' button on our sign-up page and you will be sent instructions on how to reset your password.
How do I change my account details?
Please log-in to your account and you’ll see a range of categories you can edit in the My Account section.
How do I unsubscribe?
Please use the unsubscribe link at the bottom of any email. Alternatively, you can contact us at support@sohoskin.com.
Soho House member queries
What is a Soho House members and Soho House Friends benefit?
At sohoskin.com Soho House members and Soho House Friends benefit from 25% off our range of products. This is visible at product pages when a member is logged in. There may be seasonal occasions where we increase the discount. Gift cards are excluded from this discount.
How can I use my Soho House member discount?
Please log in using the “Soho House Member” button on the sign in page. You can see your
benefit/membership price on the product pages.
Order queries
Can I amend or cancel my order?
Unfortunately, once you have placed your order, amendments or cancellations cannot be made. Please contact us at support@sohoskin.com.
When will my order be dispatched?
We process orders 5 days a week and aim to dispatch all orders within 48 hours.
Once your order has been dispatched, we will send you an email with your tracking information.
I have received a damaged or incorrect item. How should I proceed?
We are sorry to hear that you received a damaged or incorrect item. Please contact our customer service team who will be happy to assist you further.
An item is missing from my order. How should I proceed?
We are sorry to hear that your order is incomplete, please contact our customer service team who will be happy to assist you further.
Payment queries
What payment methods do you accept?
We currently accept the following payment methods:
Visa, Mastercard, Maestro, American Express, Discover, Diners Club, Union Pay. Shop Pay, Apple Pay, Google Pay, Bancontact & iDEAL
We trade in GBP (£), EUR (€) and USD ($), your currency will be selected based on your delivery address.
Are my card details secure?
At Soho Skin we understand that your online security is of paramount concern. We are committed to providing a secure online shopping environment that goes above and beyond industry security standards and guidelines through our payments service provider.
For more information, please see our Privacy policy.
Can I use my gift card to pay online?
Yes, you can pay for your items with your e-gift card. Please add the details at checkout.
How do I use my promotional code?
Once you have added all your products to your basket. Please add your promotional code to the “Add a promotional code” section underneath your basket. Should you have trouble applying your code, please check if your code is still valid or alternatively contact our customer service team. Please note that promotional codes cannot be used in conjunction with any other offer, including sale items, and you are limited to one code per transaction.
I forgot to add my promotional code, can I be refunded?
We cannot retrospectively add a promotional code to your order or refund the equivalent amount so please do check your order before placing it.
How can I use my Soho House member discount?
Please log in using the “Soho House Member” button on the sign in page. You can see your
discount/membership price on the product pages.
Delivery queries
Delivery queries
Please find a link to our Delivery options here.
Return and Refund queries
What is your returns policy?
We hope that you will be happy with your order, however, if for any reason you wish to return something us for a refund you may do so within 28 days of receipt provided that the item is unused, in perfect condition and complete with original packaging.
Please note that if you have purchased your products via one of our stockists you will need to arrange your return with them directly.
Do you offer exchanges?
We currently don’t offer exchanges on any purchases
How do I return an Item – UK?
For all returns, please complete the Return Code column on your Delivery Note or Commercial Invoice and include 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.
How do I return an Item – Rest of World?
We do not offer a free returns service, we therefore ask that you use a fully tracked service with any reputable carrier.
Please note that Cowshed 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.
When will my refund be processed?
We aim to process your return within seven working days of receipt into our warehouse. Your refund will be made via your original method of payment, please note it may take 5-10 working days for the funds to be reflected in your account.