Returns & Exchanges
CHRISTMAS RETURNS POLICY: Items ordered between November 1st and December 20th can be returned by January 31st 2022 for an exchange or store credit. Items ordered outside of this time frame are subject to our standard Return & Exchange policy which is listed below.
Customers are welcome to return their item(s) to us within 14 days of purchase for an exchange or refund*. Items received back after 14 days but within 30 days can be exchanged for an alternative size or store credit at our discretion. We do not accept any items for exchange or refund after 30 days of purchase.
To initiate an exchange or return, simply include the exchange/return form that was included in your parcel, or a note with your order number and instructions along with your item(s) and send to:
SOS Clothing (Returns)
Unit 38, The Vintners
Southend on Sea
Items must be unworn (apart from trying on), unwashed and in their original condition. Items returned to us for an exchange or refund that have a clear smell of fragrance/perfume/body odour, or have signs of make up, will be refused and returned to the customer.
Any items that were included free of charge with your order must also be returned. Failure to do so may result in the cost of the item deducted from your total refund amount.
Unless we have made a mistake with your order, customers are responsible for the return cost of postage. In the event of a refund, we do not refund the original postage costs
We strongly recommend sending your item(s) back via a tracked or signed for service. We are not liable for any item(s) that are lost in transit.
Gift vouchers are exempt from refunds
If you feel your item is defective/damaged/wrong in any way, we will need to receive the item back to assess before issuing an exchange or refund.
Any item(s) that are damaged due customer error will not be exchanged and void from a refund. Upon receipt a member of the returns team will review and contact you regarding their decision.
If the garment is indeed defective/damaged or an error has been made on our part, we are happy to refund the cost of your return postage, up to the value of Royal Mail 1st Class signed delivery (or £4.50 maximum) for UK customers and the appropriate value for overseas customers. Any additional services used (such as couriers or Special Delivery) is done so at the customers discretion and will not be refunded by us. In the event that we determine an exchange or refund is not appropriate we are happy to return the item(s) to you at not cost to you.
The decision of the returns team is final.
*Due to the customised nature of the product, the SOS 50 Club packages and Lucky Dip packages are non-refundable. Please be sure of your sizing before purchasing. Where specified, some clearance items are also non-refundable. As all of our items are made to order, they are exempt from the standard 14 day cooling off period for items ordered online. However, we are happy to offer a refund, exchange or credit note based on the conditions above.
Whilst we make every attempt to handle exchanged and returns immediately, in busy periods it may take up to five business days to process all packages received.
Depending on your payment method, it can take up to seven business days for a refund to reach you after we issue it. This is due to your payment provider and not the responsibility of Save Our Souls Clothing and we are not able to expedite this process.