Thank you for shopping with us at SoulBia.
We hope that you are reading this for information purposes as we want you to love our products as much as we do. But if for any reason you have changed your mind or are not entirely satisfied with your purchase we are here to help.
Please note that chilled items cannot be returned.
All non-perishable items can be returned to us for a refund or exchange as long as they are in a resalable condition and returned within 14 days of purchase. If you are returning items please follow the procedure below:
- Pack items with enough packaging to keep items secure on return journey.
- Please include the following information in your parcel:
- Invoice Number
- Items that are being returned
- Date order was placed
- Reason for return
- Send recorded delivery with preferred service provider to the address below:
SoulBia
Unit 4 Block C
Flurrybridge Business Park
Lower Foughill Road
Newry
Co. Down
BT35 8SQ
- Let us know that an item is on its way back to SoulBia
- Email admin@soulbia.com, please include
- Invoice Number
- Items that are being returned
- Reason for the return
- Tracking Number
We are not able to refund your postage costs for products that are not faulty or damaged, please ensure that your chosen return shipping service is tracked. You are responsible for paying your own shipping costs for returning your item. Please obtain and retain proof of postage as you will be responsible for your returned products until they reach us. We will not be able to refund items that are not resalable (unless faulty or damaged) so please ensure that you have used enough packaging to ensure the safety of your items.
We are unable to offer refunds or accept returns on items that are purchased from our clearance section. Due to the nature of some items, and for hygiene and safety reasons we may be unable to offer you a refund on selected items. Such items include feminine hygiene items, personal items and any goods which may have a seal for health protection
To be eligible for a return your item must be unused and in the same condition that you received it. Your item must be in the original packaging.
Refunds
Once your item/s have been received into Warehouse by SoulBia staff, they will be inspected for compliance with standards and reason for return. Once we have received and inspected your item you will receive an email notification from admin@soulbia.com notifying you that we have received your return item.
We will notify you on the status of your refund after inspecting your item/s. Items that are returned damaged, used or soiled are subject to return rejection. As per above you will only be refunded shipping costs to us if the product returned is faulty. If your return is approved we will initiate a refund via your original method of payment. Your refund will be applied to the same card that originated payment to SoulBia.
We aim to refund your money as soon as possible, but please allow 5 working days for us to do so.
Cancelling an order
Orders are normally processed with a 48-hour period, we strive to dispatch orders as quick as we possibly can. That is why it is important that you let us know immediately if you decide to cancel your order.
You can simply cancel your order by replying to your order confirmation email. Or emailing us at admin@soulbia.com with your Full Name, Order Number and Order Value. We will endeavour to get your order cancel as soon as possible. If your order has already been passed through our system to dispatch we will be unable to cancel your order.
Your order got damaged in transit
No body wants this but unfortunately it does happen. If you have received your order in an undesirable state please notify us at admin@soulbia.com within 24 hours of receiving your order and we will get your situation resolved. Please include your invoice number on Email and a description of goods that were damaged, photographic evidence of damaged items must also be included.