Refund policy

Our Returns and Refunds Policy – The Clothing Collection

We always hope you have comfort bliss from your purchase, but if you are not completely happy with your new clothing or just changed your mind, please return it within 14 days in its original condition. Preferably with a note inside stating the order name and order number. 

We will exchange or refund, as long as the item of clothing being returned, meets our terms and conditions explained below.

Buy original condition we mean:

• The item of clothing is in perfect unworn, undamaged condition and the item can be resold at full price
• Any returned items that smell of perfume, Febreze spray, washing detergent or fabric conditioner will not be refunded.
• Any returned items with make-up and tanning marks or deodorant stains, will deem this item unsellable and therefore non-refundable.

We take care to wrap and pack your order and would really appreciate when you are returning items that no staples are used on the mail bags. Any damaged caused by poor packaging or the use of staples that have damaged the clothing inside will not be refunded or exchanged.

How to return

All parcels must include your Name and Order Number inside, so that your refund may be processed efficiently. If you don’t know your order number, please email us: clementine@sosatsuma.co.uk

Please return all items to the address below:

Return Address:

SoSatsuma Clothing

287 Manchester Road

Tyldesley

Manchester

M29 8NT

SoSatsuma cannot cover the returns cost at the moment, but strongly recommend all items are returned via the Royal Mail tracked service, the cost of this depends on the timescale of you have left to return the item(s). If you chose not to use this service, SoSatsuma cannot be held accountable for any loses.

What can’t be returned

• Purchases received over 14 days (from delivery date)
• Items not in their original condition as listed above
• Items made or cut to your own specification 
• Items that have been personalised for you
• Sale items can be returned for store credit

If you return items which are outside our returns policy, we are unable to process a refund or exchange them, so please keep a record of your order information.

How to exchange

Please email  clementine@sosatsuma.co.uk and let us know that you wish to exchange an item, to allow us to check that the new item/colour is in stock and that it is possible to exchange. We will ask you to return your unwanted item with a note inside stating your exchange details. 

If it is a pre-order item/colour not in stock, please be aware you may have to wait the allotted time scale for this. Exchanges can only be accepted once. If you are still not happy then we will ask you to return the item for a refund and asked to place a new order.

How you’ll be refunded

You’ll receive a refund within 14 days of returning the item to the same payment method you used to purchase it. Please be aware depending on your bank it can take an additional 3-5 working days for the funds to appear in your bank account. For items bought with vouchers we will be refunded in vouchers.

If you choose to cancel your order within the 14 days cooling off period, we will refund the item and the basic delivery cost. Return postage remains the customer’s responsibility. 

If you haven’t received your refund within 14 days of sending it back, please contact: clementine@sosatsuma.co.uk

Refunds for purchases made with a discount code

If you bought a few items using a discount code, and returned one or some of these, we’ll deduct a percentage of the promotion value from your refund. This is part of the terms and conditions of our offers.

International and European orders

All international orders, including orders shipped to Europe, are considered final sale once dispatched. This means they are not eligible for a refund, return, or exchange unless the item is faulty.

If an international order arrives faulty, please contact us within the 14-day timeframe with photos of the issue. We will review the fault and advise on the next steps. Faultyitem rights for international customers may vary depending on local laws, but we will always work with you to find a fair resolution.

Returning Faulty Items

Get in touch if your item is faulty: clementine@sosatsuma.co.uk

If your item arrives faulty or develops a manufacturing fault within 30 days of purchase, please get in touch via email as soon as you notice the issue and include your order number. We will guide you through the next steps and make the process as straightforward as possible.

30Day Right to Reject

If your item is faulty, you have 30 days from the day you receive it to reject it and request a full refund. Once the item is returned to us, we’ll process your refund within 14 days back to your original payment method.

After 30 Days

If a fault develops after the initial 30day period, we will offer a partial refund to repair or offer to replace where possible or a full refund, depending on the circumstances.

 

Return Costs for Faulty Items

If the item is faulty, we cover the return postage. Please contact us before sending anything back so we can provide a prepaid return label.

Inspection of Returned Items

All faulty items are checked once they arrive back with us. If the item is found not to be faulty, we may return it to you, and you may be responsible for the return postage and no refund will be given.

What isn’t covered

This policy applies to manufacturing faults or items that are not as described. It does not cover:

• Wear and tear
• Accidental damage
• Damage caused by misuse
• Issues caused by not following the care instructions

These are non-refundable issues that SoSatsuma is not responsible for and will not process any refund.

SoSatsuma Hand Knitwear – Refunds Policy

Last updated: 10/08/2026

Our handknitwear collection is created individually and made to order with care in our home studio. Each piece is crafted by hand, which means every item is unique. Because of the time and work involved in producing handmade knitwear, our returns policy for these items differs from our standard clothing policy.

Made to Order Knitwear

All hand knit items are made to order. For this reason, we are unable to accept returns or exchanges on knitwear unless the item is faulty or there has been an error on our part.

Faulty Hand Knitwear

If your knitwear arrives faulty, we will happily refund you within 14 days of purchase, provided the item is:

• Unworn
• In its original packaging
• You have contacted us prior to returning with the fault clearly described

Please contact us with details and photos of the issue so we can review the fault and advise on the next steps.

Refunds for faulty knitwear will be issued to your original payment method once the item has been returned and assessed.

What Is Not Considered a Fault

As each knitwear piece is handmade, slight variations in stitching, tension, or finish are normal and part of the character of a handmade item. These are not considered faults.

We cannot offer refunds or exchanges for:

• Change of mind
• Sizing preference
• Wear and tear
• Damage caused by misuse or incorrect care

Contact Us

If you need to report a fault or have any questions about our handknitwear policy, please contact us at: clementine@sosatsuma.co.uk