Frequently Asked Questions (FAQ)

At Pearl Soho, we care about transparency and want your shopping experience to be as simple and enjoyable as possible. Below you'll find answers to the most common questions about our products, your orders, shipping and more.

What type of products do you sell?

We design and curate women's clothing that pairs clean, considered tailoring with an understated, modern elegance. Every piece is chosen with an eye for proportion, finish and everyday wearability — clothes you'll actually want to wear, season after season.

Where do you ship?

We only ship within the United Kingdom.

What are your delivery times?

Total delivery time is 6–12 business days, made up of two stages: processing time, usually 2–3 business days, and transit time, usually 4–9 business days (Monday to Friday). The order cutoff time is 6:00 PM (GMT/BST).

These timeframes are estimates and may be affected by carrier delays or exceptional weather conditions. If there's a significant delay, we'll let you know.

Is shipping free?

Yes, shipping is always free for orders within the United Kingdom.

How can I track my order?

As soon as your order is dispatched, you'll receive a tracking number by email. Just follow the link provided to track your parcel until it's delivered.

What happens if my delivery fails?

If a delivery attempt fails due to an incorrect or incomplete address, the order may be returned to us. In this case, we'll contact you to arrange redelivery. Additional shipping charges may apply for redelivery.

Can I cancel my order?

Yes, as long as you contact us within 24 hours of placing your order. After this window, your order may already be processed or prepared for dispatch, and cancellation may no longer be possible. If your order has already been shipped, cancellation is no longer possible, but you can return the item in line with our Return and Refund Policy.

For cancellation requests, please contact us through our Contact Page or by email at info@pearlsoho.uk.

What is your return policy?

You have 30 days from the date of delivery to request a return. The item must be unworn and unused, with all original tags attached, and in its original packaging.

Returns must be requested and approved before sending anything back. To do this, contact us through our Contact Page or by email at info@pearlsoho.uk, including your order number. Items sent without prior approval will not be accepted.

Who pays for return shipping?

Return shipping costs are the customer's responsibility, unless the return is due to a defective, damaged or incorrect item. Any customs duties, import taxes or handling fees related to the return are also the customer's responsibility. Estimated costs typically range between £15–£25, depending on carrier and parcel size.

We strongly recommend using a tracked and insured shipping service, as you remain responsible for the parcel until it's received and confirmed by our warehouse.

What items can't be returned?

For hygiene and safety reasons, underwear (including bras and briefs) and swimwear cannot be returned once the hygiene seal has been removed. Gift cards are also non-returnable.

How long does a refund take?

Once your return is received and inspected, we process your refund within 7 days, using the same payment method as your original purchase. Depending on your bank or payment provider, it may take a little longer to appear in your account.

If more than 7 days have passed since we received your return and you haven't received your refund, please get in touch.

Can I exchange an item for a different size or product?

We don't offer direct exchanges. If you'd like a different size or item, please return your original purchase and place a new order once your return has been approved.

What payment methods do you accept?

We accept American Express, Visa, Mastercard, Maestro, Apple Pay, Google Pay, UnionPay and Shop Pay. All transactions are processed in British Pounds (GBP).

Is my personal information secure when I shop with you?

Yes. All payments are processed through secure, encrypted connections using SSL technology, and our payment processing partners comply with PCI DSS. Pearl Soho does not store your full card details. We do not sell or rent your personal information. For more details, please see our Privacy Policy.

What should I do if I receive a defective, damaged or incorrect item?

Please check your order as soon as it arrives. If you receive a defective, damaged or incorrect item, contact us as soon as possible at info@pearlsoho.uk or through our Contact Page, including your order number, a description of the issue, and clear photos. We'll look into it and offer an appropriate solution, which may include a replacement, a refund, or reimbursement of reasonable return shipping costs.

How can I contact customer service?

You can reach us at info@pearlsoho.uk or through our Contact Page. Our customer service team is available Monday to Friday, 9am–6pm (GMT/BST), and we aim to respond to all enquiries within 24 hours.

At Pearl Soho, we're committed to good customer service and to clothes you'll genuinely enjoy wearing. If you have any other questions, don't hesitate to get in touch — we're always happy to help.

Company Information

Store Name: Pearl Soho Company Name: Wonder Discipline, LDA Company Number: 517335867 Email: info@pearlsoho.uk Customer Service Hours: Monday to Friday, 9am–6pm (GMT/BST) Company Address: Av. da Liberdade 245, 3A, 1250-143, Lisboa, Portugal