FAQ
How are Soye products made and quality-checked?
All products are made in small batches and checked for quality, performance, and finish before shipping.
Orders are typically processed and dispatched within 2–3 business days.
We are unable to accept returns on certain items. These will be carefully marked before purchase.
How are orders packaged to prevent damage during delivery?
Each order is carefully packed using protective materials to ensure it arrives safely.
Do you use sustainable or recyclable packaging materials?
Yes. We prioritise recyclable and eco-conscious packaging wherever possible.
What delivery options are available and how can I track my order?
Standard delivery options are available, and tracking details are shared once your order ships.
What should I do if my order arrives damaged or incomplete?
Contact us within 48 hours of delivery and we will resolve it promptly.
What safety guidelines should be followed when using Soye products?
Always follow the care and safety instructions provided with your product.
Are Soye products safe for use around children and pets?
We recommend keeping all products out of reach of children and pets at all times.
How should products be stored before and after use?
Store products in a cool, dry place away from direct heat or sunlight.
What is your returns and exchange policy?
Returns are accepted only for damaged or faulty items, subject to review. You can check out our returns page for full information
How do I report a product issue or safety concern?
You can reach us via our contact page or email with details and photos if needed.
How do you handle lost, delayed, or returned deliveries?
We work closely with our delivery partners to track and resolve any issues quickly.
Do you accept bulk or wholesale orders?
Yes. We offer bulk ordering options for businesses and special occasions.
Can I place a corporate or gifting order?
Yes. We support corporate gifting for events, teams, and clients.
Do you offer custom or personalised products?
Custom scents, labels, or packaging may be available depending on order size and timeline.
What is the minimum order quantity for bulk or custom orders?
Minimum quantities depend on the product. Please contact us with your requirements for details.
How far in advance should bulk or corporate orders be placed?
We recommend placing bulk or custom orders at least 2–4 weeks in advance.
Do you partner with retail stores or stockists?
Yes. We welcome partnerships with select retailers aligned with our brand values.
How can my store become a Soye stockist?
Reach out via our wholesale or contact page with details about your store.
Do you offer wholesale pricing for retail partners?
Yes. Approved stockists receive wholesale pricing and ordering support.
Do you offer payment on delivery?
No. Payment on delivery is not supported. All orders must be paid in full prior to processing and dispatch.
Can I make part payment for an individual order?
No. Part payments are not accepted for individual orders.
When is payment required for standard orders?
Full payment is required at checkout. Orders are confirmed only after successful payment.
Are payment terms different for corporate orders?
Yes. Payment terms for corporate or wholesale orders are agreed upon separately during the order confirmation process.
What payment methods do you accept?
We accept approved online payment methods displayed at checkout. Orders placed without successful payment will not be processed.