RETURN + EXCHANGE POLICY

 

 

RETURN + EXCHANGE POLICY

Orders are eligible for a full refund or exchange if returned within 15 days of Delivery for domestic orders, and 30 days for international orders to our online returns department.

Items must be unworn, unwashed, undamaged, unused, and with all original tags, panty liners and accessories attached.

SALE ITEMS 

Sale and marked down items of 20% off or more are not eligible for refund, only eligible for exchange, or store credit. 

"Final Sale" items are not refundable, nor eligible for an exchange. 

SHIPPING 

Shipping charges are not reimbursed for returned purchases.

Please Note: Shipping and handling charges are not refundable. Packages that arrive COD may be denied, or the COD amount may be deducted from your return. Return Shipping costs are currently not reimbursed by SOAH. Final Sale and Special Order items may not be returned. If any returns do not meet these requirements, you will be contacted and the items will be returned to you immediately. We reserve the right to refuse a refund if the items have any signs of wear, alterations, misuse or damage. Please contact our customer service if you have any questions:

shop@shopsoah.com
RETURN INSTRUCTIONS:

Making an return/exchange through your Account is easy Login here with your email and order number or account information. Follow the steps to initiate your exchange and retrieve your return shipping label.

Please securely repackage your items in the same packaging (or comparable package) you have received your item.

 

Refunds & Processing Time

If your package arrives at SOAH Returns Department within the timeline specified above, your refund will be processed in the original form of payment within 3-7 business days. You will be notified via email to the address listed on your account when this transaction has taken place. Your banking institution may require additional days to process and post this transaction to your account once is posted. 

When returning items with our labels, return shipping cost will be deducted from your refund amount 

Useful Return Tips

Please try swimwear on over underwear for sanitary reasonsDamaged Items should be reported to customer service immediately (before returning package) to ensure that your refund or exchange is properly processed.

 

Lost or Stolen Packages: 

We offer shipping insurance through Route Shipping Insurance. Adding Route Package Protection to your order at checkout means that your order is protected against being lost, damaged, or stolen. In the unfortunate instance that you experience one of these inconveniences, you can report an issue with Route and they will work with you to make sure you get the resolution you prefer. 

Need to file a claim?All claims will be done through Route. Please click Here to file a claim. Route is a third party package insurance company that will handle your claims completely, SOAH is not involved in the claims process. SOAH Customer Service can help you if needed via shop@shopsoah.com or our Livechat.

What are Route’s Policies?

  • Marked As Delivered (Stolen): Claims can be approved no earlier than 5 and no later than 15 days from when it was marked delivered. Orders over $100 USD require a police report.
  • Stuck In Transit (Lost): Claims can be approved between 7 to 30 days from the last update (US), Issues can be approved between 20 to 30 days from the last update and 60 days from the order date (International) 
  • Damaged: Photos of the package and item (required) must be sent in no later than 15 days from when it was marked delivered. If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at shop@shopsoah.com and we will be happy to work with you to remedy the situation.

How long will it take for my claim to be resolved?

When you file an issue, it will be reviewed for approval for a reorder or refund within 1-2 business days. In a time crunch and you need your replacement asap? While Route does work fast to get your replacement out to you, we would recommend requesting a refund on your package instead of a replacement.  You can then reach out to us at shop@shopsoah.com with your timeline and we can help you place a new order with expedited shipping options.