- 14 day cooling off period.
- Item(s) received damaged or faulty.
- The wrong item(s) delivered.
* All Items must be carefully packed and returned unused and in the original condition with original packing and tags still intact. This also includes any promotional gift items included in the purchase.
14 day cooling off period:
During this period, you may simply decide to cancel and return your order (in full or partial) for a refund. The cooling off period lasts for 14 days from receipt of the items and items not returned within 14 days cannot be refunded under the cooling off period.
*Important: Please note that under the cooling off period, items must be carefully packed and returned unused in original packaging with tags still intact. Once the items have been returned and fully inspected a refund can be authorised. This also includes any promotional gift items included in the purchase.
NOTE: If your return is approved, we will initiate a refund to your credit card (or original method of payment).
You will receive the credit less shipping cost** within a certain amount of days, depending on your card issuer's policies. Returns cannot be accepted on Custom Orders or Personalised Items.
We highly recommend returning items via a registered service as SoQ.ie cannot be held responsible for a returned item that is lost or damaged in transit. Under the cooling off period, the customer assumes full responsibility for returning the items including all shipping costs incurred.
**we are offering free delivery for all orders over €50, which is a genuine operating cost to the business, this deduction only applies to those who availed the "Free Delivery" benefit, and to customers returning the item(s) for certain reasons, please refer to our online Return Form for details.Damaged or faulty goods:
We take great care to ensure that your items are packed carefully to arrive in perfect original condition, however in the unlikely event that your items arrive damaged or with a fault, we can accept returns providing they are returned within 14 days of receipt.
Please note: This does not include damage or faults caused by misuse of the item(s) or failure to follow correct washing and care instructions.
In the event that you have received your items damaged or with a fault, we will endeavour to either repair or replace the items. If this is not possible or the items are no longer available, then a full refund will be offered.
For return of damaged goods, please Contact Us for further information.
Wrong item(s) delivered:
If the wrong items have been shipped to your address, we will have them collected and replaced as soon as possible. If the items you ordered are no longer available, an alternative product or full refund will be offered.
If you would like to exchange an item for a different variation or size, please print the Exchange Form, and return your unwanted item(s) with the completed form to the enclosed address, within the 14 day cooling off period.
NOTE: Please ensure all required information is clearly stated on the form. All Items must be carefully packed and returned unused and in the original condition with original packing and tags still intact. This also includes any promotional gift items included in the purchase.