Shipping policy
Shipping & Returns Policy
Click + Collect
We offer free Click + Collect on all online orders from our Ballymoney based shop.
Collection location:
Unit 6 Taggarts Yard, 18 Meeting House Street, Ballymoney, BT53 6JN
Access via Lidl car park, turn left
You will receive a notification when your order is ready for collection. Orders will be held until collected. If you need to arrange collection at a later date, please contact us at hello@sosoy.co.uk.
UK Shipping
We currently use Royal Mail or FastWays Courier depending on the weight and size of your order. Royal Mail parcels are sent via Tracked 48 where applicable.
Dispatch time:
Please allow up to 2 to 3 working days for dispatch.
Delivery time after dispatch:
Once dispatched, UK orders are typically delivered within 2 to 3 working days.
During peak periods such as sales, product launches, or seasonal events, delivery times may be longer and cannot be guaranteed.
Some larger orders may be split into two or more parcels.
UK shipping rates:
• Flat rate of £3.50
• Free UK shipping on orders over £60
UK shipping includes Northern Ireland, England, Scotland, and Wales.
Customers are responsible for re delivery costs if an order is returned to us due to missed delivery, non collection, or an incorrect address provided at checkout.
If you notice an address error after placing your order, please contact us as soon as possible at hello@sosoy.co.uk. Address changes cannot be guaranteed once an order has been dispatched.
Republic of Ireland Shipping
We offer Republic of Ireland shipping at a flat rate of £8.00, with free shipping on orders over £60.
ROI orders are shipped using FastWays Courier standard service.
Dispatch time:
Please allow up to 3 working days for dispatch.
Delivery time after dispatch:
Once dispatched, Republic of Ireland orders are typically delivered within 2 to 3 working days.
Delivery times are estimates and cannot be guaranteed, particularly during busy periods.
If you would like to request an alternative shipping provider, please email us at hello@sosoy.co.uk prior to placing your order.
For Christmas delivery guidance, orders should be placed by the dates communicated on our website. These timeframes are based on courier guidance and cannot be guaranteed.
International Shipping
International orders are shipped using Royal Mail.
Dispatch time:
Please allow up to 3 working days for dispatch.
Delivery time after dispatch:
Once dispatched, international orders typically arrive within up to 7 working days, depending on destination and customs processing.
Delivery times may vary and cannot be guaranteed.
All orders shipped outside Northern Ireland may be subject to import duties, taxes, or VAT. These charges are set by the destination country and are the responsibility of the recipient. Só Soy has no control over these charges and they are not included in the purchase price.
Orders returned due to unpaid customs charges cannot be refunded.
Lost or Delayed Parcels
If your order is delayed or appears to be lost, please contact us and we will assist by opening an investigation with the courier. Refunds or replacements can only be issued once the courier has confirmed the parcel is lost.
Damaged Items
If your order arrives damaged, please contact us within 48 hours of delivery at hello@sosoy.co.uk with clear photos of the damaged item and the outer packaging. This allows us to raise the issue with the courier and resolve it as quickly as possible.
Returns
If you are unhappy with your item, you may request a refund within 14 days of receipt.
To start a return, please email hello@sosoy.co.uk and we will provide return instructions.
Returned items must be unused, in their original packaging, and in a saleable condition. Refunds will be issued to the original payment method once the item has been received and inspected.
Return postage costs are the responsibility of the customer. Original shipping costs are non refundable.
We recommend using a tracked postal service and packaging items carefully, as we cannot process refunds for items damaged during return transit.
Sale items and orders older than 14 days are not eligible for refund.
This policy does not affect your statutory rights, including your rights in relation to faulty, damaged, or misdescribed goods.