IMPORTANT NOTICE
NOTHERN IRELAND IS STAYING WITHIN THE EU CUSTOMS AND VAT UNION.
THIS MEANS THAT OUR GOODS WILL TRAVEL FREELY WITHIN THE EU WITHOUT ANY CHARGES TO OUR CUSTOMERS. GOODS WILL ALSO TRAVEL FREELY WITHIN THE UK WITHOUT ANY CHARGES TO OUR CUSTOMERS.
THIS IS AN ARRANGEMENT BETWEEN THE UK AND THE EU CALLED THE NOTHERN IRELAND PROTOCOL.
Delivery Information
Postage Rates
| Republic of Ireland | £6.00 for orders valued £0 - £50 |
| £3.00 for orders valued £50 - £70 | |
| FREE for orders over £70 | |
| Northern Ireland | £5.50 for orders valued £0 - £50 |
| £2.75 for orders valued £50 - £70 | |
| FREE for orders over £70 | |
| UK Mainland | £8.99 for orders valued £0 - £50 |
| £4.50 for orders valued over £50 - £70 | |
| FREE for orders over £70 | |
| UK Offshore | £24.00 |
| International | Please email admin@soulbia.com for a personal quote |
Delivery Timings
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.
Once your order has been dispatched you will receive notification via email. Deliveries made to the Republic of Ireland and Northern Ireland should receive their order within 24 hours upon notification of their order confirmation email. Deliveries made to the UK Mainland should receive their orders within 48 hours and orders to UK Offshore should expect to receive their orders within 2-5 days.
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.
Chilled Products
All chilled products are shipped using controlled chilled packing. This includes double walled boxes with special silver lining inserts and chilled gel packs. This keeps chilled products at the correct temperature (less than 8 degrees) for up to 72 hours.
Order Tracking
To track your delivery, you must enter your tracking number that will available from your order confirmation email, this can be used via the courier link provided. Our main courier partner is DPD Ireland we would suggest that all our customers register with DPD's Parcel Wizard, this way you will receive up-to-the-minute SMS tracking details, you will also be able to alter delivery times, details etc.
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.
Maximum Weight
The maximum weight for all orders is up to 30KG.
Availability
If for any reason beyond our reasonable control, we are unable to supply a particular item, we will not be liable to you. When an item you have ordered is unavailable, we will refund you for that item.
How to cancel or update an order
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.
Disclaimer: We cannot be held liable for any delays in delivery. You are paying for an expedited/premium DPD service as they are the only courier in the UK that will handle Chilled/Fresh/Frozen goods. Our couriers will NOT return parcels to depot or attempt redelivery. We pack items that require chilling with special frozen gel pads that can keep products chilled at less than 8 degrees for over 72 hours. You accept that we endeavour to send parcels with chilled items as fast as possible, but that you have a responsibility to provide an accurate address for delivery and to be available, or to arrange to have someone available to take the parcel in for you and place chilled items in a refrigerator.
Our couriers are authorised to leave chilled packages even if no one is there to accept delivery. We highly recommend that you ensure someone will be there to accept delivery. Our courier will leave this in as 'safe' a place as possible, but if you live in flats or any house that does not have a secluded place for the parcel to be left, you accept that it will be left at your front door in plain view of passers-by. We accept no responsibility for parcels which go missing or in the case that there is no one available to accept the delivery.
Queries
If you have any queries about your order, or would like Saturday delivery service, please call us on +44 (0)2830249050 or email admin@soulbia.com. We are more than happy to help.