Shipping & Return Policy
We ship all UK orders from our warehouses in the UK. EU and international orders are shipped from the UK, and relevant shipping fees will apply.
Once your order has been shipped, you will receive a shipping confirmation email with your tracking.
If you have any questions about your order, please contact hello@drinksoulbrew.com with your Order Number and we will be happy to help. We aim to respond to all enquiries within 1 working day, although from time to time, it may take us a little longer.
We want you to feel confident when ordering from SoulBrew. We offer a 60-day returns and refund guarantee on unopened products purchased directly from our website.
To be eligible for a refund under our 60-day guarantee, your product must be:
Unopened and unused
In its original packaging
In a saleable condition
Returned within 60 days of receiving your order
Our 60-day guarantee applies equally to both one-off purchases and subscription orders.
For hygiene and product safety reasons, once a pouch has been opened, it is not eligible for a refund under our 60-day guarantee.
This includes products that have been partially or fully consumed.
We encourage you to contact us if you are having difficulty with the taste, preparation or use of one of our products. Our team may be able to suggest ways to help you get the best experience from your SoulBrew product.
Our refund policy applies in the same way to subscription orders as it does to one-off purchases.
Cancelling your subscription does not automatically cancel an order that has already been processed or dispatched.
If a subscription order has already been dispatched and you no longer want it, you may request a return within 60 days of receiving it, provided the product remains unopened, unused and in saleable condition.
Opening a pouch makes that pouch ineligible for a refund under our 60-day guarantee.
If your order contains more than one pouch, you may return any unopened pouches in their original, saleable condition within the 60-day period.
Any pouches that have already been opened or used will not be eligible for a refund under our 60-day guarantee.
Before returning anything to us, please contact:
Please include your order number and the product or products you would like to return.
Our team will provide you with the appropriate return instructions. Please do not send products back without first contacting us, as this may delay the processing of your return.
Please inspect your order when it arrives.
If your product arrives damaged, defective, or you have received the wrong item, please contact us as soon as possible at hello@drinksoulbrew.com with your order number and details of the issue so that we can investigate and make it right.
These situations are handled separately from our voluntary 60-day guarantee.
Once your eligible return has been received and inspected, we will confirm whether your refund has been approved.
Approved refunds will be issued to your original payment method. Please allow additional time for your bank or payment provider to process the refund.
Our 60-day guarantee is offered in addition to your statutory consumer rights and does not affect any rights you may have in relation to goods that are faulty, damaged, not as described or otherwise covered by applicable consumer law.
If you have any questions about a return or refund, please contact us at hello@drinksoulbrew.com.