Claims & Incident Reports

How do I file a incident report?

To file an incident report, please contact us at [email protected]

Orders & Delivery

How does Track my order service work?

Once you have placed your order with us, you will receive an email confirmation together with an order number you can use to check the status of your order at any time, either through the Track my order function on our website, or via live chat.

Once the courier company picks up the package, we will send you the tracking number you can use on their website to further follow the status.

My order hasn't arrived

If your delivery date has passed and you have not received your order, feel free to contact our customer service team directly so they can look into the issue. You can do this either through the live chat app on our website, or via email [email protected]

I have not heard from your delivery company yet

Once you receive the tracking information, you will be able to get live updates through the courier service’s website directly. Once the package arrives at their local sorting facility, they will allocate it a number which we will forward to you so you can follow the progress.

I've placed an order but heard nothing

Once you place your order, you should receive email from us that will contain the invoice and the order number and additional numbers regarding your purchase.

If this mail is absent, be sure to check your spam or junk folders as sometimes it might mistakenly get placed there. Please make sure to add us to the safe senders list so you can receive further updates.

If you aren’t getting emails from us, don’t hesitate to contact us directly via live chat or email so we can look into the issue.

I've received only part of my order

If a part of your order was not delivered, please contact our customer service team immediately and we will look into the issue for you. We will, of course, make sure that you receive your complete order.

My order is scheduled to arrive too soon and I might not be able to receive it

No need to worry – simply give us a call or drop us an email with your preferred delivery date. As long as your order hasn’t been shipped, our team will arrange for your order to be held until you are ready to receive the delivery.

It’s been longer than the estimated lead time and I still haven’t received my order

If this is the case, first of all we would like to apologise. We work with a network of factories, warehouses and logistic companies in order to reduce the lead times and avoid delays.

However, if the delay does occur, feel free to contact us either via email or live chat app, so we can update you about the status of your order and the nature of the delay.

I've tracked my order with your delivery company and it says it's been lost, or has already been delivered, but I don't have it. What should I do?

We use specialist third party companies to deliver your products to you as efficiently as possible. In rare cases they might experience a few hiccups or communication issues. The problem is most likely due to IT tracking issues, or there is a mix up at their local sorting facility.

We highly recommend calling our freight carrier using the information included in your tracking update email to locate your order, they will be able to help with any re-deliveries that may need to be done as well. Please have your tracking number ready when contacting them.

Where is my order?

When you place an order with us, you will receive an email containing, among other info, estimated time of the delivery. As the process progresses, you will receive few more updates that will be more accurate as the delivery date approaches.

If for some reason you haven’t received these emails or just want an immediate update, please contact us either via email or our live chat app.

Can I choose my delivery date?

When the local delivery agent receives your order, they will usually call you to schedule the delivery. Night before the agreed delivery date, the agent will usually call you and provide you with a four hour delivery window. In addition to this, the driver will also call when on his way.

If your order was shipped via small parcel courier you will not be called for a delivery date. Please track your order online to ensure that you are home on the delivery date.

Can I change my delivery address?

Yes, simply contact us via email, or better yet via live chat, since we will be able to change the delivery address only if we are notified about the change 24 hours before dispatching your items. If you decide to change the delivery address after the order has already been shipped, it might have to be redelivered, with additional costs applied.

Payments and Store Credit

What type of cards do you accept?

It is possible to make a purchase using major credit cards.

Can I place an order over the phone?

Yes, just give our sales team a call on +441258446737 and we’d be happy to help.

Why has my payment failed?

Payment can be declined for a variety of reasons.
The first thing to do is to check that we accept your card type. Next, make sure your card details are correct and your billing address is the one assigned to your card.

If it still isn’t working, we recommend you give your bank a call and let them know you are making a online purchase. This type of issue can usually be attributed to your credit card company not recognising our company. We are based in Dublin and therefore the transaction might be flagged as a suspicious foreign transaction. Once you have spoken with your card provider you can give us a call back or send us an email to authorise us to submit the charge again.

What is your payment policy?

Both the currency and tax for an order is based on the Shipping address.

Your credit card will be automatically charged for outstanding payment, including but not limited to overdue invoices and fees for additional services.

Please note that for all orders, including pre-orders awaiting back ordered items and custom orders the full payment will be charged upon placement of the order unless agreed otherwise (paying in parts e.g.).


What is the difference between hardwood and softwood?

The difference will come from the type of tree the wood is sourced from. Alder, beech, eucalyptus, mahogany, maple, oak, teak, and walnut are examples of hardwood; cedar, douglas fir, juniper, pine, redwood, spruce, and yew are examples of softwood. Hardwoods have a higher density than softwoods and are therefore typically found in high-quality furniture. Hardwoods are more expensive because of the time it takes to grow and the long-lasting strength of the material.

Can I have my furniture made with my own fabric?

Unfortunately we do not offer the COM (customers own material) option, we are very sorry to disappoint!

Product Issue and Care

I’ve received a faulty or damaged item, what should I do?

We stand behind the quality of products we sell. While cases are rare, damages and defects do happen once in a while. You must inspect your item(s) upon delivery. If damage is noted, you must sign off with the carrier agent “Damaged Upon Arrival”. Please take pictures to document the damage. If an item is structurally intact and usable, accept the item. If an item is structurally damaged and completely unusable, refuse the item. If you refuse the whole shipment, including undamaged items, you are responsible for accepting the re-delivery of the undamaged items within 7 days, in addition to all costs associated with the re-delivery including but not limited to storage fees. To file your claim, contact us within three (3) calendar days, and we will attend to your claim. We insist you contact us via E-mail so that all communication is clearly documented. Claims received past three (3) calendar days from date of confirmed delivery via tracking code will not be eligible. For all damages and defects, we will require clear photographs to be attached with your claim within the three (3) calendar days of delivery. We will send out a new product, a replacement part, offer blemish discount, or offer local repair reimbursement at our discretion. If you do not wish to accept any of our solutions to the case, you will be responsible for returning the item(s) to us in order to receive your product refund.

I've received the wrong item

If you have received the wrong item from your order please contact us and our Customer Service Team will resolve this for you.

I have received my order, but some parts or assembly tools are missing

There’s no reason to worry, in many cases, we will pack some parts or tools apart from the main part of the order as to prevent damage during transport. Please, make sure to check all the packaging before disposing. If some parts are still missing, then feel free to contact us immediately and we will resolve this issue for you.


When will I see my refund in my account?

Refunds can only be issued via the method of the original purchase.

Depending on the card provider, it may take up to 5 working days for the credit to appear in your statements once the refund has been processed.

SOHO 12 cannot be held responsible for third party costs or fees associated with the credit card.

How can I cancel my order?

If you wish to cancel your order for any reason, simply contact us via email or live chat, and we will do that for you without any additional costs.


What is your return policy?

If you decide to return your order, you will be responsible for outbound and return shipping and delivery charges. Returns must be received in original condition and in original packaging within 30 days from the delivery or pick-up date. Please ensure your order number is clearly marked on all boxes that are being returned. Items not received in original condition and in original packaging cannot be refunded. Only once the item(s) have been returned to the warehouse and have been inspected by our receiving team can the refund be issued.

Refunds can only be issued via the method used on the original purchase. If the original method of payment is no longer available, we will issue store credit equal to the amount of the refund.


Can I track the progress of my order?

Yes, you can track your order through two distinct phases – during first one, you will use your order number, provided by us to check the status of your order. However, once the order has been picked up by the courier service, we will provide you with a tracking number you can use on the courier service’s website to get precise info about when can you expect the delivery.

Where do you ship to?

The best way to find out if we ship to your address is to simply add the desired items to the cart and proceed to the checkout. If we do not ship to your address, you will be presented with the notification.

You may enter your zip or postal code during checkout to confirm shipping costs to your location. Please note that zip or postal codes deemed isolated or rural by our third party carriers may require additional shipping fees. SOHO 12 reserves the right to change the delivery charges or cancel an order if your address is remote or outside of our carrier’s delivery zones. You will be notified regarding the changes and can decide whether to proceed or not.

How long will it take until I receive my order?

The exact time of the delivery can vary depending on numerous factors including your exact address, third party-related factors and whether we have your desired order in stock. Usually, the delivery will take between 5 and 12 working days for items that are in stock and up to a maximum of 8 weeks for custom orders.

How will my item(s) be delivered?

The exact mode of the delivery depends on the courier company. If you have selected Standard Shipping this includes a delivery to the threshold, described as the “first dry area or garage” or lobby/service area of a high-rise building, unless shipped with a small parcel carrier for which a signature will be required upon delivery.

How much is shipping?

The best way to get the precise shipping costs is to proceed to the checkout after adding the desired items to the cart. There, our program will automatically calculate the exact shipping costs based on the address you provided.


Does SOHO 12 have a showroom where I can see the products?

In order to minimise our expenses and ensure maximum affordability of our designs, we rely exclusively on our online shop and don’t have a showroom.