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CHRISTMAS DELIVERY SCHEDULE - LAST UK DISPATCH DAY 22.12.21 - LAST IRISH DISPATCH DAY 23.12.21 - ORDERS MUST BE PLACED BEFORE 12PM
CHRISTMAS DELIVERY SCHEDULE - LAST UK DISPATCH DAY 22.12.21 - LAST IRISH DISPATCH DAY 23.12.21 - ORDERS MUST BE PLACED BEFORE 12PM

FAQ's

Ordering

Q. Do you have a minimum order requirement?

A. No, we don’t have a minimum order requirement. You will have to pay the shipping cost, but you can place an order without having to meet a minimum spend.

Q. Do you have any discounts for new customers?

A. We do indeed! First time customers can use the code “Welcome” for 15% off their first order.

Q. Is your packaging recyclable?

A. We do our very best to minimise our impact on the environment, and that includes our packaging!

All our orders are packed in recycled cardboard boxes, so they're recyclable! The wood wool we use to keep your order safe is recyclable and biodegradable

Chilled goods will be packed in an in an insulated bag with gel packs. Our insulated liner is reusable.  The gel packs are also reusable, they can be refrozen and reused repeatedly.  These are great to pop in your own chill bags or packed lunch bags for day trips, or to keep in the freezer as an emergency ice pack for injuries

To recycle the gel packs just empty the liquid and put them in your local recycling.

Chilled Packaging & Return Scheme

As the foil insulated wraps used for our chilled orders can’t be recycled, customers can send these back to us for free! Simply collect 5 orders’ worth of chill wraps and ice packs and pop an email over to admin@soulbia.com and we’ll give you a free shipping label for return to us

Q. Why am I being charged in sterling?

A. Our business is located in Newry, County Down, Northern Ireland so you will be charged in sterling for your order.

We have a euro currency convertor on our website to allow you to see how much you are paying in euro.

This is for information purposes only, all payments are processed in sterling/GBP.

Q. What If I need to add to my order?

A. If you’ve forgotten something and need to add to your order and you haven’t received your dispatch notification you can place the second order on our website and include a note with your previous order number.  Drop us an email at  admin@soulbia.com and we’ll refund your delivery fee for your original order. If you order hasn’t been dispatched from our warehouse, we’ll do our very best to ship everything together.

Q. Can we collect our order?

A. We’re happy to facilitate collections please contact us on admin@soulbia.com  and we can refund your shipping.  You’ll need to confirm your date and time for collection.  We ask for 24 -hour notice to ensure your order is packed and ready for you.

Q. What emails or notifications do I receive when I place an order?

A. You’ll receive an order confirmation when you’ve placed your order. Once the order has been dispatched you’ll receive a notification with your tracking number. If you haven’t included an email address in your order we’ll send your notifications via text message.

*Please note that sometimes emails may go into your junk folder, so If you haven’t received an order or dispatch notification please check your junk mail just in case!

Q. I need to cancel an order

A. If you wish to cancel or update your order you can do so by emailing admin@soulbia.com no later than 24 hours after your order has been placed on the system. Please quote your order number and tell us the reason behind the cancellation and what products you would like to add or remove from your order.

 

Something has gone wrong with my order

Q. Something in my order is missing or damaged

A. If your order has arrived in less than perfect condition, we're so sorry!  If something is missing from your order firstly check your email to see if we’ve sent you a refund notification. It’s worth checking your junk folder too just in case!

If you haven’t received a refund notification, please do get in touch with us at admin@soulbia.com

If something has been damaged, we'd be very grateful if you could send photos of the damaged item to admin@soulbia.com  so we can investigate. This needs to be sent within 12 hours of receiving your delivery.

Q. My order hasn’t arrived!

A. We’re really sorry if you order hasn’t arrived yet.

Please note If you ordered on Friday, your order will be shipped the next Monday, as that's our next working day. You will receive a dispatch notification via email.  All orders placed online will usually be dispatched within 2 working days (Monday – Thursday) However we do ask all customers to allow up to five working days for all deliveries. Orders can experience a slight delay during busy periods such as Christmas & Bank Holidays. Due to the current Coronavirus situation we are experiencing shortages for some items and longer delivery times than usual. We apologies and we’re working hard to restock as quickly and safely as possible.

All orders must be signed for, we would encourage all our customers to ensure that they receive delivery to an address that will be occupied during the day. If you are in doubt whether you will be available to take delivery of your order, please consider sending it to a work address.

DPD Deliveries

if your order is being delivered by DPD, you can log onto www.dpd.ie/tracking and check the delivery status. If your order hasn't arrived during your time slot, please do keep an eye on your tracking information, as the driver can sometimes be delayed by things like traffic.

Royal Mail

If your order is coming via Royal Mail track your order by logging onto https://www3.royalmail.com/track-your-item#/ and key in your tracking number

If you still haven’t received your orders after 5 working days from dispatch please contact us.at admin@soulbia.com and we’ll look into it.

Please note that if you haven’t received your chilled order within two days of your dispatch notification or within your DPD delivery time slot please contact us ASAP at admin@soulbia.com

 

Product Question

Q. Something I want is out of stock

A. We're working very hard to keep up with demand. Sometimes it can be difficult to predict how well new products will sell, but we're improving our stock ordering systems every day to avoid out of stock products as much as we can!

If there's something specific you're looking for, just let us know at admin@soulbia.com and we can tell you when we're expecting it. We also offer an email service to notify you when something comes back in - just click "email me when in stock" underneath the product description!

Q. Do you ship chilled Items?

A. Yes! we do. All chilled items are delivered by DPD to the UK and Ireland.  All chilled products are shipped using controlled chilled packing. This includes a special insulated liner with chilled gel packs. This system keeps chilled foods below +5°C for 48 hours in the summer and 72 hours in the winter. We then make sure everything is packed safely within your box, along with wood wool to make sure everything is protected.

NB: All chilled products will be automatically carried by DPD next day service (2-day service if

Scottish Highlands). If you do not receive your chilled products within 2 days of receiving your dispatch email your order will be destroyed. Therefore, we highly recommend that you ensure that someone is available to sign for your order once you receive your dispatch email. If you are not in, DPD may leave the parcel in as suitable a place, if they deem it 'safe'. If tracking is not available for your order or you do not receive your chilled order within 2 days of receiving your dispatch email please email admin@soulbia.com and include your order number.  

Q. Do you stock products to suit my dietary requirements?

A. We stock a variety of foods to suit a number of dietary needs

Our food categories are at the top of the website. You can also use the search bar functionality which allows you to search for other food types.

If there's something specific that you’re finding difficult to source drop us an email at admin@soulbia.com and we’ll certainly look at the possibilities of stocking it.

 

Shipping and Delivery

Q. I need to change my delivery address for my order

A. If you realise you've entered the wrong address, please get in touch as soon as you can! Drop us an email to admin@soulbia.com and we'll see what we can do. Once an order has left our warehouse it's very unlikely that we'll be able to change the address, but please do get in touch so we can do our very best!

Q. How do I track my parcel?

A. All DPD orders will have a tracking number which you can find in your dispatch notification email. To check your order delivery status- click on  www.dpd.ie/tracking

For royal mail check your dispatch notification for your tracking number and log onto https://www3.royalmail.com/track-your-item#/ to check for delivery details.

Q. When will my order be dispatched?

A. All orders placed online will usually be dispatched within 2 working days (Monday – Thursday), however we do ask all customers to allow up to five working days for all deliveries. Orders can experience a slight delay during busy periods such as Christmas & Bank Holidays and in the challenging times of Covid-19 Once your order has been dispatched you will receive a notification via email.

*Please note if you place an order on a Friday this order will not ship till Monday as this is the next working day.

Q. How long will it take for my order to be delivered?

A. All orders placed online will usually be dispatched within 2 working days (Monday – Thursday), however we do ask all customers to allow up to five working days for all deliveries. Orders can experience a slight delay during busy periods such as Christmas & Bank Holidays.

Due to the current Coronavirus situation we are experiencing shortages for some items and longer delivery times than usual. We apologise and we’re working hard to restock as quickly and safely as possible.

NB: All chilled products will be automatically carried by DPD next day service (2-day service if Scottish Highlands). If you do not receive your chilled products within 2 days of receiving your dispatch email your order will be destroyed. Therefore, we highly recommend that you ensure that someone is available to sign for your order once you receive your dispatch email. If you are not in, DPD may leave the parcel in as suitable a place, if they deem it 'safe'. If tracking is not available for your order or you do not receive your chilled order within 2 days of receiving your dispatch email please email admin@soulbia.com and include your order number.  

Q. Which delivery companies do you use?

A. For deliveries we use Royal Mail and DPD.

We use DPD for delivery of all chilled orders and for all orders to the Republic of Ireland.

For UK and NI orders there is an option to use DPD or royal mail (if your order is under 2KG)

*please note if you need something in a hurry it’s best to choose our DPD delivery.

Q. Do I get a tracking number for my order?

A. Yes! we offer delivery options that include tracking. Your tracking number will be found in your dispatch notification. To check your order delivery status, click on  www.dpd.ie/tracking

If you’ve chosen Royal Mail log onto https://www3.royalmail.com/track-your-item#/ to check for delivery details.

Q. Where do you deliver to?

A. SoulBia orders can be received throughout Ireland and the UK.

Q. How much does delivery cost?

A. The delivery cost to you is the price of the courier, we have vetted our courier services to ensure that you receive the best possible service and your products arrive to you in the desired state.

Please click on the link to see delivery prices https://soulbia.com/pages/delivery-information

Q. How do I pay? Does the cost include VAT and delivery?

A. We take card payments for the card types illustrated on the pay now section of the website. Payment is required before we dispatch your order, orders cannot be invoiced and paid for at a later date. VAT is included in all pricing and delivery will be added on the end of your order.

Q. Can I place my order now but select a later delivery day?

A. Yes, just fill in your preferred delivery date in the Comments box after placing your order.

Q. Will you always deliver on the date requested?

A. We will always do our best to deliver on the date requested. If we are unable to do so we will contact you.

Q. What happens if there’s no one home to sign for the order?

A. All orders require a signature on delivery. In the event of no-one being at the address to sign for your delivery our courier will leave a card with instructions on how to rearrange delivery, or how to collect your delivery from the nearest drop off point. Once delivery has been attempted it is the responsibility of the recipient to arrange for the collection or the delivery of their parcel. We do recommend delivery to a work address to ensure you receive your order.

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