Frequently asked questions
Frequently asked questions are listed below. If you can't find the answer here, don't hesitate to contact us.
We can ship Soho Skin orders globally - our delivery services
will vary depending on where you're based.
Once you've added your delivery address to your order, only the relevant costs and timeframes will be shown at the checkout.
For more information on what options are available to you, please take a look at our dedicated Delivery page.
When your order leaves our warehouse you will be sent a Dispatch
Confirmation email, which has your Soho Skin tracking number.
Click 'Track your order' to view the delivery status of your order.
You can also visit the carrier's dedicated tracking site for more information.
For UK orders shipped with DPD, click here.
For orders to Europe and the rest of the world shipped with DHL, click here.
If you have not received a Dispatch Confirmation email within five working days, please get in touch with our Soho Support team.
For orders shipped within the UK, DPD will not require a
signature for delivery and may leave your parcel with a
Once you receive your tracking number, you will be able to amend your delivery preferences with DPD directly either online or via the MyDPD app.
For orders shipped outside of the UK, once you receive your tracking number you will be able to amend your delivery preferences with DHL online.
Your Soho Skin order will be delivered as below:
UK orders are shipped with DPD and delivered Monday to Friday, 8am to 6pm.
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.
EU and international orders are shipped with DHL and delivered Monday to Friday, 9am to 5.30pm.
Please note that delivery will not be attempted on public holidays.
Our shipping partners may return your parcel to us if the address is incorrect, incomplete or there have been multiple failed delivery attempts.
We ask that you ensure your address details are entered correctly when checking out. If you do spot a mistake once your order has been placed, please contact our Soho Support team and they will do their best to assist you.
If we are unable to deliver your parcel, it will be returned to our warehouse. We will process your order as a return and issue you with a full refund.
Please note that we are unable to re-ship packages that are returned to us as undeliverable.
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 Home will pay all
applicable import taxes and duties prior to the delivery of goods
on behalf of the customer. There will be no further payable amount
owed by the customer once the order is placed.
If you are a business customer outside the UK and need further tax-relevant information for your order, please don't hesitate to contact our Soho Support team (link).
We ship all international orders 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.
If you're based in Bulgaria, Czech Republic, Lithuania or
Romania, you will be required to register for and provide your EORI
number to DHL so that your parcel can be cleared through customs
and delivered successfully.
For customers based in Portugal, you will be required to provide DHL with your Personal ID number.
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.
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.
For more information about Cruelty Free International, Leaping Bunny and Leaping Bunny criteria, please visit www.crueltyfreeinternational.org
A full list of ingredients is displayed on each product page.
All our formulas are free from:
Yes, all cosmetic products do, but these are minimised as much as possible and are only present within clinically safe trace levels.
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.
Our products have a PAO (period after opening) of 12 months.
Yes, Soho Skin is safe to use during pregnancy and breastfeeding.
All patients will need to check product suitability with their doctor before use.
We recommend storing your products upright and at room temperature.
Soho Skin care be purchased online at www.sohoskin.com.
Soho House members can also find the range stocked in club spas around the world.
The range will be available at a select wholesalers from October 2022.
Soho Skin can be found in our House bedrooms across the world.
Each guest will receive a complimentary travel set featuring seven
of the products to take home following their stay.
Unfortunately, Soho Skin is not currently available in the bedrooms of our Houses in Tel Aviv, Hong Kong, and Istanbul. We plan to make this possible by the end of 2022.
Yes, members can now shop Soho Skin at your local Soho House Spa. Experience the power of Soho Skin with our new facial treatments, available to book now at Soho Farmhouse, Babington House and Shoreditch House Spa. Be the first to know about all our treatments on offer and when they will be available in your spa by signing up to our newsletter.
Your feedback will be used to help us continue to develop and
evolve the Soho Skin range to better suit your needs. This could be
tweaking a formula or creating a new product you need.
Reviews will also be published on the product pages of sohoskin.com under your first name only.
Thank you for sharing your feedback. All gift cards will be sent out when the product is available to purchase. This will be sent to the email address provided when you submitted your review.
Soho Skin is made up of creative, committed and enthusiastic
people who pride themselves on providing a high-quality experience
for their customers and suppliers. Our head office is based on
London's Strand, and is home to product development, ecommerce,
supply chain management, sales, and marketing.
You can view all new Soho Skin positions by visiting the Soho House careers page.
You can get in touch with us via our online contact form, by
email, or by post.
Please take a look at our Contact Us page for more information.
You will receive all the latest updates on our new product launches, seasonal offers, and promotions.
You don't need to have an online account to be able to place an
order at Soho Skin.
There are a number of benefits from holding an online account with us, such as order tracking, past order history, marketing options and the ability to store multiple delivery addresses and payment cards for a faster checkout.
Please note that when ordering, you will be given the option to create an account with Soho Skin online. If not, you will be checked out as a guest.
Soho House members should log in using their existing Soho House details in order to automatically receive their member benefits.
Storing multiple addresses is just one of the benefits of having
an account with Soho Skin.
You will be able to update and change your delivery details directly within the Address Book in your account for a fast and efficient checkout.
If you have forgotten your password, you can click the 'Forgotten
My Password' button at the login page. You'll then receive a
link to reset your password via your chosen email account.
To ensure you keep your account secure, we always recommend that you use a unique password which contains at least six characters.
At Soho Skin we endeavour to ensure your personal information is
secure when visiting our online store. However, there are
additional security measures that we advise our customers to adopt
in order to enhance their online security.
If you do see any unknown transactions on your account, please contact your bank immediately to ensure your affected cards are cancelled and your accounts secured.
We currently accept the following payment methods:
Visa, MasterCard, Solo, Maestro, Visa Debit, Visa Electron, American Express, and PayPal.
We trade in GBP (£) and USD ($) - your currency will be based on your delivery address.
At Soho Skin we understand that online security is of paramount
importance. 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 and Security policy.
If your credit or debit card payment is declined, please double
check that you have entered the correct card details and that your
card has not expired.
Please also check that the billing postal code entered matches the address to which the card is registered.
Alternatively, please try checking out with a different payment card or PayPal.
For more information regarding a failed payment, we recommend that you contact your card issuer directly. For your own personal privacy, only your bank can tell you why your card was declined.
When you place an order, we carry out a standard
pre-authorisation check on your payment card.
If your payment was unsuccessful, a temporary hold on your funds may still be put in place.
Please note that you have not been charged, and this reserve will usually be released within three to 10 working days dependant on your bank.
For more information, please speak to your bank directly as they will be able to advise you on their specific policy.
We are unable to take further payment for additional items after
your order has been placed. If there is an additional item you wish
to purchase, you will need to place another order.
If you would like to remove an item from your order, please contact our Soho Support team right away as we only have a limited window to make amendments to your order.
There is a very limited window where we may be able to cancel
your order prior to dispatch. If you would like to cancel your
order, please contact our Soho Support
For our UK and EU customers, please note that your statutory right to cancel under The Consumer Contracts Regulations 2013 is not affected.
After placing your order, we will send you an order confirmation
email - this may take up to an hour to arrive.
If you have not received your order confirmation email, please check your Junk email folder. Failing that, please contact the Soho Support team for further assistance.
You can also view your order history under the 'My Account' section in your profile.
You can enter your promotional code in the 'Add a promotional
code' field at the basket stage of the checkout.
Please note, promotional codes cannot be used in conjunction with any other offer, including sale items, and you are limited to one code per transaction.
We cannot retrospectively add a promotional code to your order, so please do check before placing it.
We hope that you will be happy with your order. If you wish to
return something to us for a refund, you may do so within 28 days
of receipt provided that the item is unused and in perfect
condition, complete with its original packaging.
Please note that if you have purchased your products via one of our stockists or health clubs, you will need to arrange your return with them directly.
We are unable to offer exchanges on any purchases.
For all returns, please complete the Return Code column on your
Dispatch Note and include it inside your parcel.
The goods must be returned unused and in perfect condition, complete with the original packaging, so take care to ensure you have securely packaged up your return.
We include a DPD Free Returns Label inside all our UK orders. Simply attach the pre-paid returns label to the front of your parcel and take your parcel to any DPD Drop Off shop.
For our customers outside of the UK, we do not offer a free returns service. Please use a fully tracked service with any reputable carrier to ensure your parcel reaches us, as a return is your responsibility.
Please keep hold of your proof of postage receipt so you can ensure that your return reaches us successfully.
For any further assistance, please contact our Soho Support team directly.
Please keep hold of your proof of postage receipt so you can
ensure that your return reaches us successfully.
You will receive email confirmation once your return has been received and your refund completed.
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 that it may take five to 10 working days for the funds to be reflected in your account.
We're sorry you've experienced an issue with your online order.
If you need to return your items owing to defects or an incomplete
or incorrect delivery, please contact our Soho
Support team directly.
If possible, please also take clear photos that show the issue, so we can resolve it as efficiently as possible.
There is a very limited window where we may be able to cancel your order prior to dispatch. If you would like to cancel your order, please contact our Soho Support team.
UK, EU and ROW:
Soho Skin Returns, Rhenus Warehousing Solutions, Site 210 Unit 1, Discovery Way, Nuneaton, CV10 7PH.