FAQ

Frequently Asked Questions

What is your return policy?

We offer a 30-day return policy, meaning you have 30 days from the date your order is delivered to request a return.

To be eligible, items must be:

Unworn

Unwashed

Undamaged

In their original condition

In their original packaging where applicable

With all original tags attached

Items may be tried on to determine fit and appearance, but must not be worn beyond what is reasonably necessary to inspect them.

For hygiene reasons, underwear, briefs, bras, lingerie, and swimwear cannot be returned once applicable hygiene seals or strips have been removed. These items may still be eligible for a refund, replacement, or other appropriate resolution if they arrive damaged, faulty, or incorrect.

Personalised or custom-made items cannot be returned unless they arrive damaged, faulty, or incorrect. Gift cards are non-returnable and non-refundable.

For full details, please refer to our Refund & Return Policy.

How do I start a return?

To initiate a return, please contact us at info@softwithinmode.com within 30 days of delivery.

Please include:

Your order number

The reason for your return

The item or items you wish to return

If your return is approved, we will provide the applicable return address and detailed return instructions by email.

Return shipping costs are the responsibility of the customer unless the item is damaged, faulty, or incorrect, or we confirm otherwise.

All returns must be sent using a tracked shipping service. Please keep your proof of postage and tracking information until your return has been fully processed.

All return requests must go through us at info@softwithinmode.com. Please do not send your return before receiving written approval and the correct return address from us. Items sent without prior approval or to an address other than the one provided in your return instructions may not be accepted or processed.

How do I receive my refund or store credit?

For approved returns due to fit, sizing, or change of mind, you can choose between:

Refund

You can receive a refund for the eligible returned item to your original payment method.

Store Credit

You can choose to receive the value of the eligible returned item as Soft Within Mode store credit instead.

Store credit does not expire and can be used towards future purchases across our collection.

Original shipping charges are not refundable for voluntary returns.

Refunds and store credit are processed within 10 business days after the returned item has been received and inspected at the specified return address.

Please note that after a refund has been processed by us, it may take additional time to appear in your account depending on your payment provider.

What if my item arrives damaged, faulty, or incorrect?

If your item arrives damaged, faulty, or incorrect, please contact us at info@softwithinmode.com within 14 days of delivery.

Please include your order number, clear photographs of the item and its packaging where relevant, and a brief description of the issue.

Damaged, faulty, or incorrect items are handled separately from standard change-of-mind returns.

Where appropriate, we may provide a replacement, refund, or other suitable resolution.

If we require the item to be returned, we will provide specific return instructions. Where applicable, we will cover the reasonable return shipping costs.

Do you offer free shipping?

Yes. We offer free standard shipping on all orders within the United States, with no minimum purchase required.

Any applicable shipping costs are clearly displayed at checkout.

Do you ship internationally?

No. At this time, Soft Within Mode ships within the United States only.

How can I track my order?

Once your order has been shipped, you will receive a confirmation email with a tracking number.

You can use this tracking number to monitor the status of your delivery.

What payment methods do you accept?

We accept secure payments via:

Visa

Mastercard

American Express

Apple Pay

Google Pay

Maestro

Shop Pay

All payments are processed securely through trusted payment providers.

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