Soho Home Customer Service — Expert Guide

Overview: what to expect from Soho Home support

Soho Home is the retail arm associated with Soho House, focused on selling furniture, lighting, textiles and home accessories inspired by the Club interiors. Customer service for a design-led retailer requires combining e-commerce logistics, bespoke furniture handling and a high-touch returns and repairs function. Expect interactions to cover order tracking, delivery scheduling, damage claims, warranty follow-up and trade/bespoke enquiries.

In practice, effective Soho Home support is a combination of digital self-service (Help Centre articles and order portals) and human support for complex matters such as large furniture deliveries or custom upholstery. Response times in premium home retail typically range from same-day chat replies to 24–72 hour email turnaround for non-urgent queries; be prepared to provide clear order and photographic evidence to accelerate outcomes.

Contact channels and first steps

The central entry point for all queries is the brand website — sohohome.com — where you will find a Help Centre, order lookup and the official contact form. If you have a Soho House membership, there may be member-specific contact lines accessible through your Soho House account. For straightforward issues (change of delivery date, address correction, simple order queries) use the online order portal first; it logs actions against your order and is the fastest route to a resolution.

When opening a ticket, include the order number, full product codes (visible on the packing slip and online invoice), delivery postcode, and clear photos of any product damage. A well-prepared first message typically reduces the back-and-forth and cuts resolution time. Expect the agent to confirm the order status, booked delivery slot, and any next steps such as returns labels or a damaged-item inspection visit.

Ordering, delivery windows and costs

In-stocks and small items (throws, tableware, lighting) are generally dispatched within 2–5 business days via parcel carriers; larger furniture is shipped via specialist freight and usually carries a longer lead time. For many design retailers, standard large-item delivery windows are 2–6 weeks for in-stock furniture and 8–16 weeks for bespoke or made-to-order pieces. Always check the product page for the current lead time and any available expedited shipping options.

Delivery costs and service levels vary by country and product size. Typical options include curbside delivery, room-of-choice delivery, and installation/assembly. If you require white-glove delivery (two-person set-up, packaging removal), request this at purchase — fees can range from modest surcharges for small items to several hundred pounds/dollars for large, complex installations. Confirm the exact fee and insurance cover at checkout or with customer service before the delivery date.

Returns, refunds and cancellations

Retail returns policies for furniture brands usually offer a standard window (commonly 14–30 days) for change-of-mind returns on in-stock items, but bespoke and made-to-order goods are often non-returnable. To return an item, customers must follow the online returns process: obtain an RMA/returns number, follow packing guidelines, and coordinate pick-up if the product is oversized. Retain photos and proof of collection until the refund posts.

Refund timing after the item is received and inspected typically ranges from 5–14 business days to appear on your original payment method. If a product arrives damaged or faulty, do not use it; contact customer service immediately with photos and order details so the damage can be logged and a collection/replacement arranged. For high-value items, services commonly provide immediate temporary hold or inspection appointments within 48–72 hours to validate claims.

Damage claims, repair and warranty handling

For damage in transit, the customer service process generally includes: immediate photographic evidence, a claims reference, and either a replacement, repair or full refund. Furniture brands often offer limited warranties for structural components (commonly 1–5 years) and shorter guarantees for finishes or upholstery (12 months is common). Keep your proof of purchase and any installation receipts — these are required to validate warranty claims.

If a repair is required, Soho Home-style service will typically coordinate a local service partner for inspection and repair scheduling. For upholstery and bespoke finishes, expect longer lead times (several weeks) for parts or reupholstery. Ask for a written timeline and a contact person for the repair so you can follow progress without repeated general enquiries.

Trade accounts, bespoke commissions and volume buying

Soho Home supports trade and interior designers through trade accounts and project services. Trade accounts normally require business verification and offer benefits such as trade discounts, consolidated invoicing and access to larger sample libraries. Discounts typically vary by brand and project size; negotiate percentage-based discounts (often 10–30% in the industry) and written terms before placing large orders to ensure clear expectations on lead times and returns.

For bespoke commissions — custom fabrics, altered dimensions, or full-room specifications — obtain a written specification and a deposit schedule. Standard practice is a non-refundable deposit (often 30–50%) to secure materials and production slots, with staged payments on milestones. Insist on a signed specification and delivery timeline to reduce disputes later in the process.

Showrooms, appointments and practical in-person advice

Soho Home and related showrooms allow customers to experience finishes, scales and textures before committing to large purchases. Book a showroom appointment in advance, especially for weekends; designers’ appointments often run 45–90 minutes and may include access to sample swatches and specialist trade-only items. Take measurements and photos of your space and bring a floor plan or architect dimensions to ensure accurate advice.

When visiting, ask for fabric abrasion ratings (Martindale cycles), wood finish samples, and technical sheets for lighting (lumens, IP rating). This level of detail prevents post-delivery surprises and enables customer service to provide accurate care instructions and warranties tied to specific product specifications.

Practical checklist before contacting Soho Home customer service

• Have your order number, product codes and purchase date ready; include the payment method used.
• Take high-resolution photos of any damage from multiple angles and include a photo of the product label/packing slip.
• Measure the space and document delivery access (stairs, lift, door widths) to prevent failed deliveries.
• Note preferred delivery days/times and whether you need white-glove installation or old-item removal.
• For bespoke orders, have fabric references, specification sheets and agreed deposit invoices at hand.

Escalation path and consumer rights

If you are not satisfied with an initial resolution, escalate in writing requesting a manager review and a clear timeline for resolution. Keep all correspondence; for UK customers, reference the Consumer Rights Act 2015 if goods are faulty or not as described. In the EU and many other regions, consumer protection laws mandate remedies for faulty goods within a set period — check local regulations and state them when escalating.

As a final step, consider independent dispute resolution or a chargeback through your card issuer if contractual obligations are not met. Always attempt to resolve through the retailer’s formal complaint process first, as this preserves documentation and demonstrates good-faith effort toward resolution.

How do I cancel my Soho home membership?

8.4 Cancelling Your Soho Friends Membership: you may cancel Your Soho Friends Membership at any time by contacting [email protected].

What is the return policy for Soho Home?

You have 28 days from receipt of your order to return an unwanted item to us for a full refund. Please note: if you have purchased your products via one of our stockists, you will need to arrange your return with them directly.

Where is Soho House headquarters?

Soho House (club)

The original Soho House at 40 Greek Street, Soho, London
Company type	Public
Founded	1995
Founder	Nick Jones
Headquarters	72–74 Dean Street, Soho London, England

Can I write off my Soho House membership?

The new law also ends the deduction for dues to social, athletic or sporting clubs — even if the membership is used primarily in furtherance of the taxpayer’s business. That means no deductions for Staples Center boxes or Soho House memberships.

What happens if you don’t pay Soho House?

MEMBERSHIP PAYMENT
Failure to pay the annual subscription (or any installment) within one month of the due date after being notified by Soho House will result in the member not being admitted to the House and the membership being terminated.

How do I contact Soho Style customer service?

If you do not hear back from us in 7 business days, please don’t hesitate to follow up your request with our customer service line (469) 444-9421 or [email protected]. Thank you! Thanks for contacting us. We’ll get back to you as soon as possible.