Refund policy

SOQO Clothing — Returns & Refunds Policy

We hope you love your SOQO Clothing pieces, but if something isn't quite right, we're here to help. You have 14 days from the day you receive your order to notify us of a return.

1. Return Window We offer a 14-day return window from the date your order is delivered. This gives you enough time to inspect your items and ensure they meet your expectations.

2. Eligibility for Returns To be eligible for a return, all items must meet the following criteria:

  • Unworn, unwashed, and unused — in their original, pristine condition
  • All original brand tags and labels must still be attached
  • Items must be returned in their original packaging
  • Swimwear and intimate apparel must have been tried on over your own undergarments, with the protective hygiene strip remaining in place

Returns are also accepted if:

  • You received the wrong item, size, colour, or design
  • The item arrived damaged or defective

Please note: SOQO Clothing reserves the right to reject returns that show signs of wear, makeup stains, odours, or damage. In such cases, the item will be shipped back to the customer at their expense.

3. Non-Returnable Items For hygiene and exclusivity reasons, the following items are strictly non-returnable and non-refundable:

  • Items that have been worn, washed, altered, or damaged after delivery
  • Sale, clearance, promotional, or Final Sale items (unless faulty)
  • Items returned without original tags or packaging
  • Made-to-order, personalized, or custom-made garments
  • Gift Cards

4. Shipping Costs for Returns

  • Change of mind / wrong size: Return shipping costs are the customer's responsibility. We recommend using a track-able shipping service or retaining proof of postage.
  • Faulty or incorrect items: We will gladly cover the cost of return shipping and provide a full refund or exchange.

Please note: When selecting a delivery method not provided in our return conditions, we consider it your responsibility, and you must bear the direct cost of both shipping and the product in the event of loss.

5. How to Initiate a Return Contact us within 14 days of receiving your order via:

  • WhatsApp: +44 7742 580 099
  • Email: info@soqostore.com

Include your order number, the item(s) you wish to return, the reason for your return, and clear photos (if the item is damaged or incorrect).

Our team will review your request and provide you with a Return Merchandise Authorization (RMA) number and our return shipping address. Package your items securely, write your RMA number clearly on the outside of the box, and drop it off at your local post office.

Once your request is approved, we'll process an exchange, store credit, or refund depending on the situation.

⚠️ Important: When returning items from more than one order, please request a return for each order separately. SOQO is not liable for any misplaced order returns.

6. Refunds Once your return is received and inspected, we will notify you by email of approval or rejection. If approved, your refund will be applied to your original method of payment within 14 days of us receiving the returned item. Please allow an additional 3–5 working days for funds to appear in your account, depending on your bank.

7. Exchanges If you need a different size or colour, the fastest way to secure it is to return your item for a refund and place a separate new order on the SOQO Clothing storefront.