FAQ

FAQ

I’ve just placed an order. Where is my confirmation email?
It may take up to 24 hours for your confirmation email to be received in your registered email address inbox, please also check your Junk/Spam mail folder . If you do not receive a confirmation email within this time frame, simply send an email to our Customer Care team at customercare@sohogirl.com.au.
How can I update my billing address?
You can update your billing address by logging into your account and selecting the 'Account' tab in the top right corner. Proceed to the ‘Modify your address book entries’ tab where you can then manually update your billing address as required. Please note that changing your Billing address does NOT update your shipping address. All shipping address changes must be made within 1 hour of an order being placed by emailing our Customer Care team at admin@sohogirl.com.au. Please note tha changes to your shipping address can only be made if your order has not been shipped
I just placed my order. I need to change something/add something to it. Can I do that?
If you require to make any adjustments to an order once it has been placed, please contact our Customer Care team within ONE hour of making the order admin@sohogirl.com.au .  However, if the order has already been shipped, it cannot be cancelled or amended. At this point, you will need to follow the regular return process or make another order.
I received my order and want to return it. How do I do that?
Please firstly view our 'Returns and Credits' policy section of the website. If require to return an item(s) please email returns@sohogirl.com.au with your name, order number, and the style number of each item you would like to return. You will be able to download a return authorization form from the 'Returns and Credits' policy section of the website . Include this form in your return package and ship back to the Soho Girl Warehouse (address will be listed on the form). As soon as our warehouse receives and checks your return, you will be issued a credit note/refund. 
I received my order and I want to exchange it. Can I do that?
Unfortunately, we do not offer direct exchanges. Please follow the regular return process then place a new order.
Have you received my return items?
As soon as your return item(s) are received and checked in by the Soho Girl team, you will be issued a store credit (or refund) and sent a confirmation email. If you have not received this email, then your return has not yet been checked in. If you believe your return package has been received and you have not yet been refunded or credited, please send an email to admin@sohogirl.com.au so that we can get this sorted out for you as soon as possible. 
I received my order and it is incorrect! What do I do?
Please email admin@sohogirl.com.au as soon as possible with your order number and an image or detailed description of the incorrect item(s) you received. After doing so, you will be provided with a pre-paid shipping label and return authorization form to send back your incorrect item(s). A replacement order will be shipped to you immediately.
I'm in love with something that's out of stock. Are you restocking it?
Once an item sells out, we do occasionally restock. Please send us an email to customercare@sohogirl.com.au to request an item to be restocked. We also recommend that you sign up the Soho Girl Newsletter to ensure that you are always informed when new stock is up on the site
I have a store credit. How do I use it?
Store credits are issued to you via email. When issued your credit, you will receive an email from customercare@sohogirl.com.au containing a unique code. Enter this code at checkout to redeem your credit. If you are unable to find your original store credit email, please email us at customercare@sohogirl.com.au and we would be happy to resend that information to you.
Do you ship internationally?
Yes! We ship internationally however we do on-charge all shipping costs. Please use the "Estimate Shipping and Taxes" tab in your shopping cart to determine these costs. 
Where can I track my order?
Please use the tracking number we provide in your shipment confirmation email to track your order through the courier noted.