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Returns & Refunds Policy
At SoftSpun, we hope you love your purchase, but we understand that sometimes things don't work out. If you're not completely satisfied with your order, we're here to help. Please read our Returns & Refunds Policy carefully.
Returns
Eligibility for Returns
Items must be returned within 30 days of receipt.
Items must be unworn, unwashed, and in their original condition with all tags attached.
Items must be returned in their original packaging.
Non-returnable Items
Gift cards
Final sale items
Custom or personalized orders
How to Return an Item
Contact Us: Email our customer service team at sales@softspun.co.uk with your order number and reason for return.
Receive a Return Authorization: Our team will provide you with a return authorization number and instructions on how to send your item back.
Pack Your Return: Securely pack your item in its original packaging, including all tags and labels.
Ship Your Return: Send your return to the address provided by our customer service team. We recommend using a tracked shipping service to ensure your return reaches us safely.
What is return Address
You can return address to our warehouse at this address
Gusted Hall Units, Gusted Hall Lane, Hawkwell, Essex, SS5 4JL
Refunds
Refund Process:
Once we receive your return, our team will inspect the item to ensure it meets our return criteria.
If your return is approved, we will process your refund to the original payment method within 15 days.
You will receive an email notification once your refund has been processed.
Shipping Costs
Original shipping costs are non-refundable.
You are responsible for the cost of return shipping unless the item is faulty or we made an error with your order.
Exchanges
Eligibility for Exchanges
Items must meet the same criteria as returns (unworn, unwashed, in original condition, etc.).
How to Exchange an Item
Contact Us: Email our customer service team at sales@softspun.co.uk with your order number and details of the item you wish to exchange.
Receive Exchange Instructions: Our team will provide you with instructions on how to send your item back for an exchange.
Ship Your Exchange: Send your item back to us using a tracked shipping service.
Receive Your New Item
Once we receive your original item, we will ship your new item to you. If the new item is of higher value, you will be required to pay the difference. If it is of lesser value, we will refund the difference to your original payment method.
Faulty or Incorrect Items
If you receive a faulty or incorrect item, please contact us immediately at sales@softspun.co.uk with your order number and a description of the issue. We will provide instructions on how to return the item and ensure you receive a replacement or refund, including covering the cost of return shipping.
Contact Us
If you have any questions about our Returns & Refunds Policy, please contact us at:
Email: sales@softspun.co.uk
Phone: +44 7828 963988
Address: SoftSpun LTD: 34 Modern Way, Sutton, London
We are committed to providing excellent customer service and will do our best to resolve any issues you may have with your order.
This policy ensures that customers have a clear understanding of the return and refund process, making it easier for them to shop with confidence.