Shipping Info

There are Royal Mail delivery strikes on the 9th, 11th, 14th, 15th, 23rd and 24th December, which may mean your delivery takes a little longer than we’d like.
It’s also our busiest ever period and our team are doing their very best (as always) to ensure your order gets to you as quickly as possible. We ask you to bear with us and thank you for your understanding and patience.

We ship all orders Monday to Friday from 9:00 - 5.00pm. All items are delivered by postal or courier services and always using a trackable service. 

We use Royal Mail, APC or DPD for UK deliveries. 
We will post to the address given by the information you supply when placing your order, Please make sure this is the correct information to avoid additional charges for re-posting, we cannot stress this enough.

Once your order display's as 'Dispatched' allow at least 48hrs for your order to arrive. You should also receive your tracking details.

Click and Collect
You can collect orders from our partner retail shop:
Rustic Cakes Cornwall
Great Western Rail Yard, St Agnes, Cornwall, TR5 0PD.
Tel: 01872 553933

Mon - Fri 9:00 - 16:00.
Sat - 9:00 - 12:00 (please phone beforehand)

If you have chose a collection at the checkout, please gives us 24 hours to prepare your order.
Also get your taste buds ready to be amazed by all the yummy cakes and treats that Suzie and her team at Rustic has to offer!

Delivery Information
Please be aware that staff shortages are putting additional stress on ALL delivery services and companies. This means that we cant guarantee the delivery times that are stated, but we will always do our best to get your goodies to you in good time. EXPRESS SERVICES can take up to 2 working days and our REGULAR SERVICE is usually 3-5 days however in some extreme cases take up to 14 days.

PLEASE NOTE that these delivery times are BEYOND OUR CONTROL. 

At busier times of the year (eg. Christmas) postal services can slow down, we ask you to wait 7 working days after your order is 'Dispatched' before contacting us. 

When your parcel is attempted for delivery and if there is no one at your delivery address to receive it, a card should be left with details on how to organise a re-delivery or collection from your local sorting office/depot. COVID19 now means that most deliveries will be contact free.

If the parcel is not collected or redelivery has not been arranged by the customer the parcel will be returned to Soul and Soap. If the parcel is not not collected and is returned to us, we can resend the parcel if the additional postage cost is covered by yourself or in the case of a refund being requested we will refund for products minus the postage.

Standard delivery
Processing 1-2 working days and delivery 2-3 working days. 
Deliveries are made anytime between 8am - 6pm. Mon - Sat.
This is not an express service. 
Fully Trackable.

Express Delivery
Orders placed before 10am Mon-Fri can be sent on an express delivery service. Express delivery orders placed Sat-Sun are be dispatched the following Monday (except public holidays).
Processing same working day and delivery 1-2 working days.
Deliveries are usually attempted anytime between 8am - 6pm. 

Please Note: Express services going to Northern Ireland, The Scotland Highlands, and The Channel Islands can take up to 3 Working Days to arrive.

International Delivery
International orders will be shipped with International Tracked or Signed Delivery.
Customers ordering from outside the UK are responsible for paying any import duties, taxes and fees levied.  The recipient is responsible for all customs formalities for the import of the Products, and will be required to pay any additional charges for international delivery, including import duty, formal customs entry, taxes, levies and other charges that may be levied outside the EU. 

Unfortunately we have no control over these charges and cannot predict what they may be, so we are unable to offer any assistance on these processes. 

If the recipient wishes to return the Product, they must request a refund of the customs duties and tax directly with their local customs office and must present proof of return.

Wrong Delivery Address
We are not responsible for parcels that are delayed, lost or unable to be delivered, due to the incorrect shipping address being provided. In these circumstances no refunds are issued on missing parcels until, and or if the items are returned to us. Incorrect address postage refunds are not possible.

Please Note
We try our hardest to meet all delivery times, but very occasionally there may be delays, especially during busy periods (including sales/Christmas). Other factors that can cause delays beyond our control are postal/delivery partner delays, traffic delays, bad weather, pandemics or if our delivery partners are unable to access the delivery premises. If you have any other issues, feel free to contact our team. Please note we can't be held liable for any parcels that are lost or stolen as a result of any specific delivery instructions left for the delivery partner.