Returns Policy

For your peace of mind, we have detailed our Return Policy here. This Returns Policy forms part of our Terms & Conditions of sale which can be found at https://www.sohoskincare.com.au/terms and both must be read in conjunction with each other. Please note that this Returns Policy is subject to change, however, your statutory rights are in no way diminished by this Returns Policy.


Please ensure that you check the contents of your order upon receipt before using any products. If there are any discrepancies or issues with your order, we (Soho Skincare) need to be advised immediately, this will enable us to investigate further.


Please contact Soho Skincare before attempting to return your order, or any part of your order. A Return Authorisation Number needs to be authorised by one of our Customer Service Team members prior to return. Without this Return Authorisation we cannot accept your return. A Returns Authorisation can be requested by:

  1. Calling our Customer Service Team on 1300 452 889,
  2. Emailing our Customer Service Team at customer_service@sohoskincare.com.au or by,
  3. Completing our Products Return form online at https://www.sohoskincare.com.au/index.php?route=account/return/add

Our Customer Service Team will happily assist you with your return for any of the reasons below.


Change of Mind


If you change your mind, we will request that this item be sent back to us in pristine condition. However, we will not organise or refund any postage costs to return the item/s that you have purchased, these are at your own expense. It is recommended that you use a trackable method of delivery which insures you for the value of the goods. We do not take responsibility for any damage that may occur during transport or for the non-delivery of the returned item/s.


Once we have received item/s in pristine condition, unopened, and with all manufacturer’s seals intact, we will then arrange a refund via your original payment method.


Allergic Reaction


If you experience an allergic reaction to a product that you’ve purchased from Soho Skincare, please contact us immediately. We do not take responsibility for any advice you may receive from any professional who is not affiliated with Soho Skincare.


Soho Skincare will need to gather additional information depending on the brand with which you have had an allergic reaction too. This may include:

  • A clear, current, and dated photograph of the affected area;
  • A current, dated letter from your doctor confirming the allergic reaction is related to the product you purchased from Soho Skincare; and
  • Any additional information as specifically requested by our Supplier.

In addition to supplying the above information, we will request that this product be sent back to us with no less than 20% used. The product must be returned to us using a prepaid return postage label which we will supply. You must package the product with its original protective packaging, if the original packaging has been disposed of, another form of protective packaging is required to protect the product in transit.


Once the product has been received by Soho Skincare, we will then arrange a refund via your original payment method.


Incorrect Supply


If you have received an incorrect quantity, please contact us by:

  • Calling our Customer Service Team on 1300 452 889, or
  • Emailing our Customer Service Team at customer_service@sohoskincare.com.au.

We will then need to verify the weight against our records. Once verified, we will send the additional item/s to you via Express Post at no additional expense.


If the item is no longer available, we will then arrange a refund via your original payment method.


If you have received an incorrect item, we will request that this item be sent back to us (Soho Skincare), in pristine condition, using a prepaid return postage label which we will supply. You must package the product with its original protective packaging, if the original packaging has been disposed of, another form of protective packaging is required to protect the product in transit.


Once the item is received by Soho Skincare in a pristine condition, unopened, and with all manufacturer’s seals intact, we will then send the correct item/s to you via Express Post at no additional cost to you.


If the item is no longer available, we will then arrange a refund via your original payment method.


Received Damaged


If you have received your order damaged, please be aware we, (Soho Skincare), take all precautions to prevent any damage to your order during transit. However, it is possible that damage may occur during transit, if this occurs please do not refuse delivery. Instead, accept delivery of your order and contact us immediately. Refusing delivery may result in delaying the parcel being returned to us.


We also request that you send us photographs of your damaged order. We will then request the damaged item/s be returned using a prepaid return postage label which we will supply. You must package the product with its original protective packaging, if the original packaging has been disposed of, another form of protective packaging is required to protect the product in transit.


Once the item/s are received by Soho Skincare, we will then replace damaged item/s, sending via Express Post at no additional cost to you.


If the item is no longer available, we will then arrange a refund via your original payment method.


Received Faulty


If you discover your product/s is faulty, please contact Soho Skincare immediately.


We request that you send us photographs of the damaged product/s. We then request the faulty product/s be returned using a prepaid return postage label which we will supply. You must package the product with its original protective packaging, if the original packaging has been disposed of, another form of protective packaging is required to protect the product in transit.


Once the product/s has been received by Soho Skincare and confirm the product is faulty, we will then replace damaged item/s, sending via Express Post at no additional cost to you.


If the item is no longer available, we will then arrange a refund via your original payment method.