Refund policy
Last updated: September 2026
At Softaholic, we want you to be happy with your purchase. If you change your mind about an item, you can return it in accordance with the terms below.
Change-of-Mind Returns
For eligible online purchases, you have 14 days from the day after receiving your order to notify us that you wish to cancel your purchase. You then have a further 14 days to return the item to us.
You do not need to provide a reason for requesting a return.
Returned items must be:
- Unworn and unused
- In their original condition
- Returned with all original tags attached
- Returned in their original packaging where reasonably possible
- Accompanied by your order number or proof of purchase
You may try on clothing to check the fit and suitability, as you would in a shop. Items that have been used, worn or handled beyond what is reasonably necessary may be subject to a deduction from the refund where permitted by law.
How to Request a Return
To request a return, please email:
Please include your order number and details of the item(s) you wish to return.
We will provide you with the return instructions and return address.
Please contact us before sending your return.
Return Postage
For change-of-mind returns, the customer is responsible for the cost of returning the item to Softaholic.
We recommend using a tracked delivery service and keeping your proof of postage until your return has been received and your refund has been processed.
Softaholic is not responsible for items that are lost or damaged while being returned by the customer.
Faulty, Damaged or Incorrect Items
If you receive an item that is:
- Faulty
- Damaged
- Incorrect
- Not as described
please contact us at hello@softaholic.co.uk as soon as possible, including your order number and photographs where appropriate.
We will assess the issue and provide appropriate instructions. Where an item is faulty, damaged, incorrect or not as described, your statutory consumer rights apply and we will deal with the return and remedy in accordance with those rights.
Refunds
Once we receive your returned item, we will inspect it and process your refund where the return is approved.
For eligible statutory cancellations, we will refund the cost of the standard delivery option you originally paid for. If you chose a more expensive delivery service, we will not refund the additional cost above the standard delivery charge.
Return postage costs for change-of-mind returns are not refundable.
Refunds will normally be made to the original payment method.
Where applicable, refunds will be issued within the timeframe required by law. Your bank or payment provider may take additional time to process the refund and make the funds available to you.
Exchanges
We currently do not offer direct exchanges.
If you require a different size or colour, please return the original item in accordance with this policy and place a new order for the item you would like.
Non-Returnable Items
Certain items may not be eligible for cancellation or return where permitted by law, including personalised or made-to-order items.
Any product that is excluded from our standard returns policy will be clearly identified before purchase.
Nothing in this policy affects your statutory consumer rights.
International Customers
Customers outside the UK may have additional consumer rights under the laws applicable to their country.
Where applicable, these rights will not be affected by this policy.
Contact Us
For returns, refunds or any questions about your order, please contact:
Softaholic Limited
Email: hello@softaholic.co.uk
Kent, UK