Customer Service Statement
At SozoHaus, we are committed to providing a smooth, supportive, and reliable shopping experience. We believe that home essentials should make life easier, calmer, and more organised — and our customer service reflects that same standard of care.
Our Commitment to You
We aim to respond to all enquiries promptly and professionally. Whether you have a question about a product, an update on your order, or need help with a return or replacement, our team is here to assist you with clarity and care.
How We Support You
Our customer service team can help with:
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Order questions and updates
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Delivery concerns or delays
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Replacement requests for damaged or incorrect items
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Product information and guidance
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Policy support (shipping, returns, refunds)
Contact Us
For any customer service enquiries, please reach out to:
customer@sozohouse.store
We aim to respond within a reasonable timeframe and work closely with our fulfilment partners to resolve issues quickly and efficiently.
Our Promise
Your satisfaction matters to us. We appreciate your trust in SozoHaus and are dedicated to ensuring every customer feels supported, valued, and confident in their purchase.
Legal Notice
Trade Name: SozoHaus
Email for Legal Concerns: customer@sozohouse.store
Company Information
SozoHaus operates as an online retail store providing home‑goods, organisation products, and lifestyle essentials. All content, branding, and materials displayed on this website are owned or licensed by SozoHaus and protected under applicable intellectual property laws.
Contact for Legal Matters
For any legal concerns, rights requests, or compliance‑related enquiries, please contact:
customer@sozohouse.store
We aim to respond to all legal notices within a reasonable timeframe.
Intellectual Property
All product images, descriptions, branding elements, and written content on this website are the property of SozoHaus. Unauthorised reproduction, distribution, or commercial use is prohibited.
Liability Disclaimer
SozoHaus is not responsible for damages arising from misuse of products, third‑party fulfilment delays, or external website links. Product information is provided as accurately as possible; however, variations may occur due to supplier updates.
External Links
Our website may contain links to third‑party sites. SozoHaus is not liable for the content, security, or policies of external websites.
Changes to This Notice
SozoHaus reserves the right to update or modify this Legal Notice at any time. Changes will be posted on this page with immediate effect.
Returns Policy
At SozoHaus, we want every customer to feel confident and satisfied with their purchase. While many of our items are fulfilled through third‑party partners, we offer a 10‑day returns window for eligible products.
Eligibility for Returns
Customers may request a return within 10 days of receiving their order if the item meets the following criteria:
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The item is unused, unopened, and in its original packaging
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The item is not listed as non‑returnable (e.g., hygiene‑sensitive goods, used items, clearance items)
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The item has not been damaged after delivery
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The return request is submitted within the 10‑day window
Non‑Returnable Items
Some products cannot be returned due to hygiene, safety, or supplier restrictions. These include:
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Used or opened items
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Hygiene‑sensitive household goods
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Items damaged after delivery
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Clearance or promotional items
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Products sourced from suppliers that do not accept returns
Damaged, Faulty, or Incorrect Items
If your item arrives damaged, faulty, or incorrect, please contact us within 10 days with a clear photo of the issue. We will provide a free replacement.
Return Process
To request a return, email us at:
customer@sozohouse.store
Please include:
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Your order number
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The item you wish to return
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Reason for the return
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Photos (if applicable)
Once approved, you will receive instructions on how to send the item back. Customers are responsible for return shipping costs unless the item is damaged or incorrect.
Refunds
Refunds are issued once the returned item is received and inspected.
Approved refunds are processed to the original payment method.
Shipping Policy
At SozoHaus, we aim to deliver every order quickly, safely, and reliably. Our fulfilment partners work to ensure smooth processing and timely delivery across the UK.
Processing & Delivery Timeframes
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Order processing: 1–3 business days
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Estimated delivery: 3–7 business days
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Total expected timeframe: 3–7 business days from the moment your order is placed
Once an order enters fulfilment, it cannot be cancelled or modified.
Shipping Details
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Orders may arrive in separate parcels depending on the supplier
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Tracking information is provided when available
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Shipping addresses cannot be changed once fulfilment has started
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We currently ship within the UK only
Delivery Issues
If your order is delayed, missing, or arrives damaged, please contact us immediately. We will work with our fulfilment partners to resolve the issue as quickly as possible.
Damaged or Incorrect Items
If you receive a damaged or incorrect item, please email us with a clear photo of the issue. We will arrange a free replacement.
Data Usage Policy
This Data Usage Policy explains how SozoHaus collects, uses, stores, and protects your personal information when you browse our website or make a purchase. By using our site, you agree to the practices outlined below.
Information We Collect
We collect information to process orders, improve your shopping experience, and provide customer support. This may include:
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Personal details (name, email address, shipping address)
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Order information (products purchased, payment method, transaction details)
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Device and browsing data (IP address, cookies, pages visited)
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Customer service communications (emails, enquiries)
How We Use Your Data
We use your information to:
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Process and fulfil orders
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Provide shipping updates and customer support
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Improve website performance and user experience
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Prevent fraud and ensure secure transactions
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Send relevant updates or promotional content (only with your consent)
Your data is never sold to third parties.
Sharing Your Data
We may share necessary information with trusted partners solely for operational purposes:
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Fulfilment and shipping providers
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Payment processors
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Website analytics tools
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Customer service platforms
These partners are required to protect your data and use it only for the services they provide to SozoHaus.
Cookies & Tracking Technologies
Our website uses cookies to:
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Improve site functionality
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Remember your preferences
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Analyse browsing behaviour
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Support personalised content or ads
You can manage or disable cookies through your browser settings.
Data Storage & Security
We take reasonable measures to protect your information, including:
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Secure payment processing
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Encrypted data transmission
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Restricted access to customer information
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Regular security reviews
While we strive to safeguard your data, no online system is completely risk‑free.
Your Rights
You may request:
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Access to the data we hold
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Corrections to inaccurate information
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Deletion of your personal data (where legally permitted)
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Opt‑out from marketing communications
To submit a request, contact us at:
customer@sozohouse.store
Policy Updates
SozoHaus may update this Data Usage Policy from time to time. Changes take effect immediately upon posting on this page.
Contact Us
For questions or concerns about how your data is used, please contact:
customer@sozohouse.store
Terms & Conditions
These Terms & Conditions govern your use of the SozoHaus website and your purchase of products from our store. By accessing our site or placing an order, you agree to the terms outlined below.
About Us
Trade Name: SozoHaus
Customer Support Email: customer@sozohouse.store
SozoHaus provides home‑goods, organisers, décor items, and small‑space furniture through trusted fulfilment partners.
Use of Our Website
By using our website, you agree:
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Not to misuse or attempt to disrupt the website
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Not to copy, reproduce, or distribute any content without permission
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To provide accurate information when placing an order
All content, branding, and materials on this website are protected under applicable intellectual property laws.
Product Information
We aim to provide accurate product descriptions, images, and specifications. However, slight variations may occur due to supplier updates or manufacturing differences.
Prices, availability, and product details may change without notice.
Orders & Payments
When placing an order, you agree that:
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All information provided is accurate
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You are authorised to use the payment method provided
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Orders begin processing immediately and cannot be cancelled once fulfilment starts
We reserve the right to refuse or cancel orders in cases of suspected fraud, incorrect pricing, or system errors.
Shipping
Shipping times are outlined in our Shipping Policy.
Estimated delivery: 3–7 business days after processing.
Orders may arrive in separate parcels depending on the supplier.
Shipping addresses cannot be changed once fulfilment begins.
See full policy:
Shipping Policy
Returns & Refunds
We offer a 10‑day returns window for eligible items.
Items must be unused, unopened, and in original packaging.
Non‑returnable items include:
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Used or opened goods
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Hygiene‑sensitive items
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Clearance or promotional items
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Products damaged after delivery
Damaged or incorrect items qualify for free replacement.
Liability
SozoHaus is not responsible for:
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Misuse of products
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Third‑party fulfilment delays
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External website links
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Losses caused by circumstances beyond our control
We provide products “as available” and do not guarantee uninterrupted website access.
Privacy & Data Protection
Your personal information is handled securely and used only for order processing, customer support, and service improvement.
For detailed privacy information, please refer to our Privacy Policy:
Privacy Policy
Changes to These Terms
SozoHaus may update or modify these Terms & Conditions at any time.
Changes take effect immediately upon posting on this page.
Contact Us
For any questions or concerns regarding these Terms & Conditions, please contact:
customer@sozohouse.store