SO Returns & Exchange Policy (UK)

Last updated: 23rd November 2025

At SO, we take great pride in the quality and craftsmanship of our products. If you need to make a change, we offer exchanges only. We do not offer refunds unless required by law.

1. Exchange-Only Policy

We operate an exchange-only returns policy.

This means you may return an item for a different size or colour of the same product, or for a store credit if the requested size/colour is unavailable.

We do not offer refunds for change of mind, wrong size ordered, or general dissatisfaction, except where required by UK consumer law.

2. Exchange Window

To keep timelines tight while meeting our obligations, we offer a short exchange window:

You have 14 days from the date of delivery to request an exchange.

After 14 days, we cannot accept any exchange requests (this does not affect your statutory rights regarding faulty or misdescribed goods).

3. Conditions for Exchanges

To be eligible for an exchange:

• The item must be unused, unworn, unwashed and in its original condition.
• All tags, labels, packaging and accessories must be intact.
• There must be no signs of wear, including makeup, stains, perfume, pet hair or damage.
• The item must be returned to us before the exchange is issued.
• You must provide your order number and proof of purchase.

We reserve the right to refuse any exchange that does not meet these conditions.

4. Non-Returnable / Non-Exchangeable Items

For hygiene and quality reasons, the following items cannot be exchanged:

• Accessories (including scrunchies and hair items)
• Sale items
• Discounted or promotional items
• Final-clearance items

5. How to Request an Exchange

To initiate an exchange, please email us at:

Email: [Insert SO Customer Support Email]

Include the following information:

• Your full name
• Order number
• Item you wish to exchange
• Size/colour you want instead
• Photos if the item arrived damaged or incorrect

We will confirm the return address and next steps.

6. Return Shipping Costs

• Customers are responsible for all return shipping costs.
• We recommend using a tracked service, as we cannot process exchanges for items that do not arrive back with us.
• If we made an error with your order (for example, wrong item, wrong size, or a verified defect), SO will cover the reasonable return shipping costs.

7. Processing Time

Once we receive your returned item, please allow:

• 3–5 working days for inspection.
• 2–5 working days to dispatch the exchanged item.

If your requested size/colour is unavailable, you will receive store credit valid for 12 months.

8. Damaged or Faulty Items

If your item arrives damaged or faulty, please email us within 48 hours of delivery with clear photos of the issue, your order number and details.

If verified as a manufacturing issue, we will replace it or issue store credit.

Damage caused by wear, misuse, failure to follow care instructions, or incorrect washing is not considered a manufacturing fault.

9. Late or Missing Exchanges

If you have not received your exchange within the stated timeframe, please contact us with your order number and exchange confirmation so we can investigate.

10. Legal Rights

This policy does not affect your statutory rights under UK consumer law regarding faulty or misdescribed goods.

SO reserves the right to update or amend this Returns & Exchange Policy at any time. Any changes will be posted on this page with an updated “Last updated” date.