Last updated 18 October 2026
These terms apply when you buy from Soova as a consumer. They do not affect your statutory rights.
When you place an order we send you an email to confirm we have received it. Our contract starts when we email you to confirm your order. If we cannot accept your order, for example because an item or size is out of stock, we tell you and refund any payment in full.
Prices are in pounds sterling. Delivery to UK addresses is free. Bundle prices, such as 2 coats for £129, apply only when the items are bought together in one order.
You can pay by card, Apple Pay or Google Pay. Payments are processed by Stripe; we never see or store your full card details. We take payment when you place your order.
We deliver to addresses in the United Kingdom. Delivery times and tracking are explained under Delivery. The items are your responsibility once they are delivered to the address you gave us.
We describe our products as accurately as we can, including the fabric and measurements on each product page. Colours can look slightly different on different screens. Our size guides give measurements in centimetres; please check them before you order.
You have the legal right to cancel your order within 14 days of receiving it. Our 30-day money-back guarantee extends this, with the conditions set out under Returns & refunds, together with the cancellation form.
Under the Consumer Rights Act 2015 our goods must be as described, fit for purpose and of satisfactory quality. If an item is faulty, you can reject it for a full refund within 30 days of delivery. After 30 days we will repair or replace it, or refund you if that is not possible. If we send the wrong item, we put it right at no cost to you.
We are responsible for loss or damage you suffer that is a foreseeable result of us breaking these terms or failing to use reasonable care. We are not responsible for loss that was not foreseeable. Nothing in these terms limits our liability where it would be unlawful to do so, including for death or personal injury caused by our negligence, or for fraud.
If something is not right, email help@soovalab.com with your order number. We reply within 24 hours and aim to resolve every complaint within 14 days.
These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you can also bring proceedings in your local courts.
If your order has not arrived within 15 working days, or the tracking has not moved for 7 days, email help@soovalab.com and we will look into it straight away. If a parcel is lost, we send a replacement or refund you in full.
If your item arrives damaged or faulty, or is not what you ordered (for example a different size or colour), email help@soovalab.com as soon as you notice, with:
Once we have checked the photos, we send a replacement or refund you in full. If we need the item back, we tell you how to return it and we cover the cost.
If you change your mind, you can return an item within 30 days of the day you receive it for a refund of the price you paid, as long as all of these conditions are met:
The guarantee includes your legal right to cancel within 14 days of delivery. Your statutory rights are not affected.
We do not offer exchanges. Please check the size guide before ordering: it gives exact measurements in centimetres and the matching UK sizes.
You can use this form to cancel, but you do not have to: an email with the same details is enough.
To: Soova, business address, help@soovalab.com
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods: …
Ordered on … / received on …
Name of consumer(s): …
Address of consumer(s): …
Signature of consumer(s) (only if this form is sent on paper): …
Date: …
This explains what personal data we collect when you visit or buy from Soova, why, and your rights under UK data protection law. Soova (see Seller details) is responsible for your data.
We never sell your personal data.
We keep order records for six years, as required for tax and accounting. If you agree to cookies, you can withdraw your consent at any time.
You can ask us for a copy of your data, to correct or delete it, to restrict or object to how we use it, or to move it to another provider. Email help@soovalab.com. You can also complain to the Information Commissioner's Office at ico.org.uk.
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