Returns & refunds

You can return an item to one of our standalone stores, as long as you have your receipt or order confirmation email. If the purchase was made using a debit or credit card, please note that the return can only be refunded to the original payment card and that the cardholder must also be present.

You can also choose to return an item purchased in store to our returns department via post or courier.

To arrange a postal or courier return, please use our returns tool and you will be taken through how to complete your return using your order number and email address.

Please note that our stores are unable to accept the following:

• Christmas trees, furniture, lighting, rugs and larger accessories including laundry baskets and larger multi-aperture picture frames
• Goods that have been purchased via PayPal
• Items purchased at a concession or clearance store cannot be returned to a standalone store or our returns department. They can only be returned to the store at which they were purchased
• Items purchased at a standalone store cannot be returned to a concession or clearance store
• Items purchased on our UK website cannot be returned to clearance stores or international stores

Returns tool

We have moved to paperless returns as we strive to become a greener company.

To arrange a postal or courier return, please use our returns tool and you will be taken through how to complete your return using your order number and email address.

Tracked returns are available from £3.

You will be notified via email as soon as your return has been processed. This can sometimes be a few days after we receive your parcel at our warehouse. If you want to check that your order has been received, please use the tracking option provided for your chosen return method.

Returns tool

Furniture returns, including mirrors, are collected by our couriers, Tuesday–Friday. Only items that do not require disassembling will be collected. If an item was assembled, you will need to take it apart yourself. The item will need to be re-wrapped in the original packaging where possible, and we will make arrangements with you to collect it.

Please contact our Customer Services Team within 30 days of receipt to discuss the return of furniture items. Under our returns policy, we cannot accept the return of items that have been used or damaged since we delivered them. Please note, our furniture collection includes mirrors.

The following items cannot be returned unless faulty or damaged:

• Ex-display items purchased from store
• Items purchased from our Clearance range
• Made-to-order items created to specifications
• For hygiene reasons, mattresses, toppers and protectors cannot be returned once the packaging has been removed

This does not affect your legal rights.

We will let you know when your return is on its way back to Soft & Wild. You can track the progress of your return through the link in the return email.

Once your parcel has been received by our team, it can take around 5 days to process your return. We deal with returns in the order in which we have received them.

We will notify you via email as soon as your refund has been processed. If you would like to check that your order has been received, please use the tracking provided for your chosen return method.

Please note, it can take around 5 more days for your refund to be credited to your bank account or credit card once we have processed it.

If you have not received email confirmation that your return has been processed 14 days after returning your items, please contact us so we can look into it for you.

We will notify you via email once your refund has been processed. To check whether your item has been delivered to us, please use the tracking options provided by your chosen delivery service.

We cannot currently offer exchanges by post. To exchange an item that was sent to you incorrectly, please take it to your local store, where our team will be happy to help. Alternatively, please return the item using our normal returns process and repurchase the correct item.

If you return an item outside of the 30-day returns period, we will issue a refund in the form of a gift card, which we will email to you. These returns are processed by the Returns team at our Distribution Centre and can take a few days longer.

During the Christmas period we extend our returns policy. Purchases made between 15th October and 24th December 2025 will be accepted until 31st January 2026.

From 1st October 2022, Soft & Wild will use a returns partner to consolidate and ship international returns back to the UK. Our returns partner will manage your return and arrange any required VAT and duty payments and customs declarations on behalf of Soft & Wild.

Customers using our international returns service will not be asked to pay VAT or duty, or complete any customs declaration on returns back to the UK.

To arrange a postal or courier return, please use our returns tool and you will be taken through how to complete your return using your order number and email address.

Returns tool

Whether exercising your legal right to cancel, or returning a product under our returns policy, you do not have a right to return the following or cancel your order in respect of products that are made to your unique specification or that are personalised for you, such as items bearing your name or initials, or products sealed for health protection or hygiene purposes once you have unsealed them.

Items that cannot be returned include:

• Furniture items that have been purchased as ex-display
• Made-to-order mattresses
• Mattresses, duvets, pillows, mattress protectors, mattress toppers and pillow protectors if the sealed packaging has been opened
• Toiletries or beauty products if the seals have been broken
• Swimwear if the protective gusset strip has been removed. Returns will be accepted if the items still have the protective strip, original tags in place and are unworn
• Earrings due to hygiene reasons
• Electrical items that no longer have the tamper seal around the plug or wiring intact

An item that was received by you as a gift can be returned for an exchange or gift tender, such as a gift card or e-gift card, in store only.

You are able to return the item to our warehouse for a refund, however we are unable to arrange an exchange. Refunds can only be made to the original credit or debit card on which the gift was purchased. Please note, an email will be sent to the person who made the original purchase when the refund is completed.

This does not affect the purchaser’s legal rights.

If a gift you receive is faulty, please arrange for the purchaser to contact us and we will order a replacement.

We are very disappointed on the rare occasions our customers receive a faulty item. Please let us know about the fault so we can make sure other items are not affected.

If you have identified the fault within 30 days of purchase, please contact us to arrange a return, exchange or refund. We will refund any postage on a faulty item and ensure you are reimbursed for standard return postage on the item. If it is more convenient for you, we can arrange to have the faulty item collected free of charge within the UK mainland.

If a fault develops outside of the 30-day return period, or the item is difficult to package and return, please contact us before you return the item, so we can discuss the fault with you and agree the best way forward.

Please take extra care to read our Product Care Information page, or any specific care instructions provided with your purchase.

If a gift you receive is faulty, please arrange for the purchaser to contact us using the above details, and we will order a replacement.

Please provide proof of purchase when returning an item. If you are unable to provide proof of purchase, an exchange or gift tender, such as a gift card or e-gift card, to the value of the lowest-selling price for the returned goods will be offered. A refund will be offered regardless if the goods are faulty.

For most products bought online, you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail below.

You have 14 days after the day you, or someone you nominate, receives the products to change your mind, unless your products are split into several deliveries over different days. In this case, you have until 14 days after the day you, or someone you nominate, receives the last delivery to change your mind about the products.

To meet the cancellation deadline, you must notify us by post, email or telephone that you wish to exercise your right to cancel before the cancellation period has expired. Where applicable, please keep a copy of your cancellation notification for your own records.

If the products have already been dispatched to you or you have already received them, you must return them to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation of your order to us. You will have to bear the direct cost of returning the products to us.

If you are exercising your right to change your mind and cancel the contract, you will receive a full refund of the price you paid for the products and any applicable delivery charges to the credit or debit card, or other payment method you used to pay.

We will process the refund without delay and, in any event, not later than 14 days after the day we receive back from you any products supplied, or, if there were no products supplied, 14 days after the day on which we receive your cancellation notification. We may withhold the refund until we have received the products back, or you have supplied evidence of having returned the products to us, whichever is the earliest.

If you are exercising your right to change your mind:

• We may reduce your refund of the price, excluding delivery costs, to reflect any reduction in the value of the goods if this has been caused by your handling them in a way which would not be permitted in a shop
• If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us the appropriate amount
• The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer
• If the products you return have been gift-wrapped using our gift service, we will not provide a refund for the price you have paid for the gift service