1. Payment

What forms of payment do you accept?

We accept Visa, MasterCard, Maestro, American Express, PayPal and Soho Rocks Gift Cards.

Can I change or cancel my order?

As we process orders as quickly as possible, we are unable to make changes once submitted. For more information or for guidance on returns, please contact our Customer Care team at returns@sohorocks.com Monday through Friday, from 9am – 5pm CET (not including holidays).

How do I check the status of my order?

Once your order is placed, you will receive an order confirmation email. You will receive an additional email at the time your order ships that will include the delivery tracking number to trace your package.

If you have a Soho Rocks account, you may also check that status of your order by clicking on the order number within your account. From there, you will be able to view the full details of your order, including the status and tracking number.

2. Shipping Policy

For France & Europe, FREE shipping and returns on all orders over €40.00.

For international orders, flat shipping rate of €30.00.

Where do you ship?

DOMESTIC ORDERS (France) and INTERNATIONAL ORDERS (EU, UK US, Canada & Mexico and the rest of the world)

We ship all orders from our warehouse in Paris, France to anywhere within France, the European Union, United Kingdom, United States, Canada & Mexico and the rest of the world.

Orders are typically processed within 1 – 2 business days and shipped via FedEx, DHL or LaPoste. Arrival times are not guaranteed. We cannot ship to P.O. Boxes, APO or AE addresses. Please see shipping guidelines below. 

We offer standard delivery in France. We also offer international shipping.

The pricing for shipping is as follows – we reserve the right to amend the shipping costs at any time: 

EUR 7.00 on all EU (incl. UK) orders under EUR 40.00 for standard delivery; otherwise FREE delivery and returns.

EUR 27.99 on all international orders for standard delivery.

We currently do not offer pre-paid duties and taxes so please be aware that shipping from France to your shipping destination could incur e.g. customs charges. 

As we don't have control over these charges, and they change per destination country, we are unfortunately unable to advise what the cost may be.  

We are working to keep our customers updated as more information becomes available.

INTERNATIONAL SHIPPING

Please note that all international orders may be subject to local authority import taxes and customs duties. Please be aware that if you choose not to pay the import charges and have the garments returned to us, we reserve the right to charge you any additional costs incurred for the garments return, including return shipping charges and customs handling fees. As duties and taxes vary from country to country and are dictated by your local government, unfortunately we are unable to provide you with an estimated cost.

Please note: We do not ship on holidays or weekends.

CAN I CHANGE THE DELIVERY ADDRESS AFTER MY ORDER HAS BEEN PLACED?

If you wish to change your delivery address after you have placed an order, please contact us as soon as possible at returns@sohorocks.com. Once your Soho Rocks items have been shipped, we are unable to change the delivery address, and any changes may be subject to additional charges.

3. Returns

How do I return my online purchase?

Doesn’t fit? Didn’t work? No sweat! We want you to be completely satisfied with your purchase. Please read our Warranty and Return Policy for guidelines on how to make a return.

All returns must be unwashed, unworn, unused and in their original condition with receipt and tags attached.

How long does it take processing a return?

Once your return has been shipped back and received by us, please allow up to 30 business days for the return to be processed at our distribution centre. Please allow additional time for international orders.

You can expect the refund to hit your bank or credit card account within 4-6 business days after the return has been processed, but processing credit is subject to your bank.

You will be notified via email once your return has been processed.

Domestic, EU & International Returns

To make a return, follow these easy steps:

1. Please email returns@sohorocks.com to notify us that you are sending items back for return
2. Then pack up the not-quite-right items along with the filled-out packing slip.
3. Package your item(s) for return in the box it was delivered in
4. For UK and international orders (except EU) please make a note on the Commercial Invoice that these items are being returned to the vendor (Soho Rocks) with no commercial value, and use each item’s listed price as its value
5. Adhere the DHL, FedEx or LaPoste return shipping label to the outside of the box that we have attached for you
6. Drop the package off at your nearest post office, DHL, FedEx or LaPoste drop box
7. Once we receive your return, we will process your refund for all eligible, inspected and approved items

All customers ordering outside the EU are responsible for return shipping and shipping fees (including taxes and duties). Once we receive your return, we will process your refund for all eligible, inspected and approved items.

Ship eligible item(s) to:

Only items purchased through sohorocks.com may be returned to our warehouse. Items purchased through any department store, specialty store or online partner must be returned to the place of purchase.

All EU customers are responsible for return shipping and shipping fees (including taxes and duties) if the order was below €80.00. If your order was shipped to the US, please note that you are responsible for return shipping and shipping fees (including taxes and duties). Once we receive your return, we will process your refund for all eligible, inspected and approved items.

4. Exchange

Need to make a change? At this time, we do not offer product exchanges. You may return your product within 14 days and re-order your replacement item. Please read our Warranty and Return Policy for guidelines on how to make a return.

5. Warranty

Quality is the heart of who we are. Quality shows up in our people, our conversations and of course, our product. If you receive an item that you think is defected or has a production error, please contact us contact@sohorocks.com -and we will help you out.

6. Promotions

Returning items in a promotion may result in a pro-rated refund being issued. If you have any questions or wish to clarify please email returns@sohorocks.com

7. Refunds (if applicable)

Once your return is received and inspected your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. Please allow 5 - 7 days for refunds to be processed. 

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. 

If you’ve done all of this and you still have not received your refund yet, please contact us returns@sohorocks.com.