Frequently asked questions
Our FAQ page, hopefully you will be able to find any answers to questions you may have but if you do not find the answer you are looking for please do not hesitate to contact us.
- One of the main questions we get asked is do you actually have it in stock?
We work really hard to make sure our website mirrors the items we have got on the shelves in our actual shop, so as items sell the stock levels will change both online and in store. So you will actually see in real time that items do go out of stock, If there's only two of an item on the shelf and you ask for three the web shop will only sell the two we have. If an item is out of stock why not fill in a back in stock form. What will happen is as soon as the web shop knows there's new stock it will automatically alert you that it's back in stock. Please don't forget that we're only human working in the back ground so sometimes there may be a glitch but this is very rare.
- Delivery & Collections
Can I collect my items from you?
Yes your more than welcome, please select Click and Collect from the delivery dropped down menu.
We have tried our best to pick couriers that give a good service and deliver items in good condition and in good time. Our main couriers are Yodel, Royal mail.
Some services will E-Mail you and some times txt message you with details of your delivery. So it's important that during check out you leave your usual email address and a mobile phone number. Once we inform you that your parcel is on it's way then it's important to keep and eye on your E-mails for delivery updates. Don't forget to check your Spam filters.
- Home delivery
On dispatching your goods, we will notify you by e-mail and any details with regards tracking numbers for your order. These may come direct from the courier themselves, please check your spam box.
All parcels that we send out will need to be signed for on delivery. Before signing for your items please inspect the packaging and the goods inside for any damage, loss or tampering. Do not sign for damaged or missing goods without reporting it to the courier who should ask you to fill out a damage form. If there is a problem, please contact us with your order/invoice number as soon as possible. In case of any clear evidence of damage or lose before you open the parcel to help with any claims please quickly take a few photographs with one showing your address label. This is a massive help to us in getting the problem sorted for you and getting items replaced or refunded by claims of damage or missing items.
**Please note that 99% of the time our couier service is next day service (from dispatch day) But due to conditions outside of our control, this is not guaranteed service, and exculdes Scotish highlands and Islands.
Deliveries during festive season & adverse weather
During busy times of the year like Christmas please take note of our last courier collection and postal dates. As your order may arrive later than originally planned. We cannot control this, but we will do our utmost to ensure your parcel is delivered as soon as possible. Adverse weather conditions may also affect how quickly your order arrives with you.
If a delivery is attempted and is unsuccessful due to the intended recipient not being at the stated shipping address, the courier or post office will leave a card at the delivery address. This card will display a consignment number and details so you can arrange another delivery time and date to suit you, or as to where you can collect your parcel from. You must contact the local depot using the number supplied and quote the consignment number shown on the card.
Please note that we can only send Perishables like food items, if you accept full responsibility for them as they cannot be insured for lose.
I think my items may be lost in the post
At peak times like the run up to Christmas please allow extra time for you items to arrive. Royal mail and Courier guidelines are to allow 10 working days plus the standard delivery time. E.G 2nd class 2-3 working day's plus 10 days before claiming for loss.
If your item is on it's way by Royal mail so it's always worth speaking with your local post office. For more help please get in touch Help from Soar Trading
My item has arrived damaged
Before any item/s leave the shop for home delivery, for your peace of mind we will be carefully check for any visible defects and or damage. The item/s are then date photographed showing your receipt in the picture this is then stamped checked. Should the unthinkable happen and the item has clearly been damaged between leaving us and arriving with you. Please make sure you contact us with in 24 hours of signing or receiving your parcel, We will ask you to photograph the item/s in question clearly showing any damage. If the packaging that the item came in is clearly damaged we will ask for a photo of this to. With this information we can quickly get the problem sorted.
I think I've got a faulty item
All items are backed by their manufactures warranties these are normally 12 months, It's important that you keep hold of any warranty forms and or the receipt of purchase. If you think you may have a warranty fault then please get in touch with us and we'll help you, this may mean passing you on the relevant company for your item.
Returns - peace of mind guaranteed
We want you to be delighted with your purchases.
The Soar Trading Co. fully complies with the Distance Selling Regulations, which gives consumers buying on-line the right to return unwanted items within 14 days of purchase. If you're not happy with anything you have bought simply let us know in writing (email is fine) within 14 days of receiving the item.
It is your responsibility to see that any goods are returned unused and as new. It is also your responsibility to arrange and pay for the return of goods that have been correctly supplied and are not faulty. You must send your items via an insured and signed-for service. The Soar Trading Co. will not take responsibility for items returned by courier or by post. Full terms apply.
Please note for hygiene reasons all items like chocolates (foods) and toiletry products cannot be returned if unwrapped, unsealed or used, unless faulty.
All products are backed by their respective manufactures warranties.
- Do you ship outside of the UK
We currently only send items with in the UK postcode network
- Is you site secure?
Our site is protected with up to 128-bit Secure Sockets Layer encryption. We also have a Verified Certificate of which you can view by clicking on the secured site pad lock on our home page.
- What about my card details are they secure?
All Internet payments are made through the world leading Internet payment site's PayPal, Clear Accept and LayBuy
- Do I have to have a PayPal account to purchase items from you?
No you don't have to have a PayPal account to purchase items from us. You can use all major credit/debit cards with EKMPay or PayPal.
We can also take Credit or Debit cards over the phone.
- Do I get charged carriage on each item I buy?
No if you buy more than one item the shopping cart will add all the weights together and base the carriage charge on the over all weight. So in a way the more you buy the cheaper the carriage will be.
- Can I call you about a product that I'am interested in?
By all means yes please do we are more than happy to answer any questions about the items we sell.
- Can place an order over the phone?
Yes that's not a problem at all, We'd be more than happy to talk to you.
- Is Soar Trading insured?
Yes we have full products and public liability insurance as well as the usual employers liability insurance.
Don't forget we are only at the end of the phone, so please feel free to call us if you have any questions
Tel: 01509 670436