Refund policy

We really hope you’ll be happy with your purchase — every piece in our collection is chosen with care. That said, we understand that occasionally things don’t work out, and we’re here to make the process as easy as possible if that’s the case.

Our 14-Day Returns Policy

We operate a 14-day returns policy, which means you have 14 days from the date you receive your item to request a return. To be eligible, your item must be in the same condition as when it arrived — unused, with any tags attached, and in its original packaging.

How to Start a Return

To start a return, log into your account and you will have the option to return an item you have purchased, if you have any trouble with this please get in touch with us directly at hello@softandwild.co.uk.

When sending your return, please make sure to place a note inside your package that includes:

Your order number
The return reference issued by our customer support team
The item in its original packaging

Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it arrives. If your item is damaged, defective, or not what you ordered, please contact us straight away so we can put things right. We offer a full refund or exchange on items that arrive in this condition, provided we’re notified within 3 working days of delivery.

You can reach us at hello@softandwild.co.uk — and where possible, please include photographs of the issue using our returns form, as this really helps us understand what’s happened and resolve things quickly.

Please hold on to the original packaging too, as this may be required if a collection is arranged.

Items That Cannot Be Returned

While we want to be as flexible as possible, there are a few types of items we’re unable to accept returns on:

Used items (such as candles), as these are not resalable
Custom or personalised items (such as special orders)
Sale items
Gift cards

If you’re unsure whether your item is eligible, please don’t hesitate to get in touch before starting a return.

Exchanges

The quickest way to get the item you’d prefer is to return the original (once accepted) and place a new order separately. This ensures you get what you want as soon as possible without delay.

Refunds

Once we’ve received and inspected your return, we’ll let you know whether your refund has been approved. If it has, you’ll be automatically refunded to your original payment method within 10 business days. Please do bear in mind that your bank or credit card company may take a little additional time to process and post the refund on their end.

If more than 15 business days have passed since your return was approved and you haven’t seen your refund yet, please don’t hesitate to get in touch with us at hello@softandwild.co.uk