Refund policy
The quickest way to return something
If you can get to one of our shops, bring it in. Our team can usually sort out a store credit, exchange or refund on the spot. It does not matter whether you bought it online or in store. Find your nearest shop at sohobay.com.au/pages/store-locations
Changed your mind
You have 14 days from the day you bought it, or the day it arrived if you ordered online.
We will offer you a store credit if:
- you have proof of purchase
- the item is unworn and unused, with tags attached and any sealed packaging unopened
- the item is not on the excluded list below
Delivery costs are not refunded on change-of-mind returns, and you cover the cost of posting the item back to us.
What we cannot take back for change of mind
Pierced jewellery, and personal care items such as soaps and hand and body creams. Please choose these carefully. If one of them is faulty, your consumer guarantees still apply.
Sale and outlet items
Sale and outlet items can be exchanged or returned for a store credit within 14 days. We cannot offer a change-of-mind return on them.
Your rights under the Australian Consumer Law still apply to sale and outlet items. If something is faulty, we will always sort it out.
Something wrong with it
If an item arrives damaged, is faulty, or has not lasted as long as it reasonably should, you may be entitled to a refund, exchange or store credit.
Contact us and we will assess it when it comes back. Sometimes we need to send an item to the manufacturer or their service agent to be assessed, which takes a little longer. We will keep you posted.
This is separate from change of mind. There is no 14-day limit, because consumer guarantees are not limited by a fixed timeframe.
We cannot help where an item has been damaged through misuse, neglect or abnormal use.
Returning something by post
- Email admin@sohobay.com.au with your name, your order number and a short description of the problem.
- We will reply, usually by the next business day, with instructions and a return address.
- Post the item back with the information we send you. Return postage is at your cost, unless the item is faulty.
- Once it arrives we will assess it and let you know the outcome.
How long a refund takes
Once we receive your return we will assess it within 3 business days and process any refund straight away. Refunds go back to the payment method you used. Your bank may take a further 3 to 5 business days to show it.
Your rights under Australian Consumer Law
Nothing in this policy limits or replaces your rights under the Australian Consumer Law. Our change-of-mind policy is offered in addition to those rights, not instead of them.
Fair use
We want returns to be easy for everyone. In the rare case where we see an unreasonable pattern of change-of-mind returns, we may decline further ones. This does not affect anyone's rights under the Australian Consumer Law.
Questions
Email admin@sohobay.com.au or call 0456 477 622.
