1. ORDERING

1.1 Do I need to open an account in order to shop with you?

Soake is a trade website and you will be required to apply for a trade account prior to ordering. You will not be able to view online prices or place an order until approved.

However, by setting up an account with us, it will allow you to order without having to enter your details every time you shop with us. You can sign up right now, or you can first start shopping and create your account before you check out at the shopping cart page.

1.2 How do I /create an account?

Please click on “Login/Register” followed by ‘Create An Account’ and fill in your personal particulars.

1.3 How do I order?

Shop for the items you want and add it to your shopping cart. When you have finished, you can proceed to your shopping cart and check out. Check and ensure that all information is correct before confirming your purchases and payment.

1.4 I have problems adding items to my shopping cart

You will be able to add the items as long as it is available. There could be an instance where the item is in someone else’s shopping cart hence the status of the items is reflected as “Temporarily Unavailable”.

1.5 How do I pay for my orders?

We accept payments via Paypal and all major credit and debit cards such as Mastercard and VISA

1.6 Can I amend and cancel my order?

We try to ship orders within 24 hours so it is adviseable to contact us immediately if you have made an error with your order. 

1.7 I have a discount code, how can I use it?

Key in the voucher code at the field “Voucher Code” and click “Add” in your Shopping Cart page before proceeding to check out. Please note that we are unable to manually apply the voucher code to your order if you have missed keying it during check out. Kindly ensure that all information is correct before confirming your purchase.

1.8 How will I know if my order is confirmed?

After you have placed your order, you will receive an acknowledgement e-mail from us to confirm that your orders have been received. However, do note that orders will only be shipped when your credit card payment has been approved and billing and delivery address is verified. Alternatively, you may check the status of your order in “My Account” if you are a registered user.

2. SHIPPING & DELIVERY

2.1 When will my order be processed?

All orders will be processed within 2 working days, excluding weekends and public holidays. 

2.2 How long will it take for me to receive my order?

Different delivery location have different delivery times. We try to despatch orders within 24 hours and for UK order send on a 24 hour service via Parcelforce. For orders to Highlands and Islands including Northern Ireland it may be a 48 hour service. For all order that are EXported out of the UK delivery will be dependant on the courier and yourself clearing through your import customs. We will send on a standard service usually with couriers such as UPS or FEDEX to outside of Europe and Parcelforce for European destinations.

2.3 How can I track my delivery?

Once the order has been dispatched, an email confirmation will be sent to you with the tracking number. You may check and track the delivery status of your orders with our local logistics partner, with your 6-digit Order Number for allSingapore deliveries.

For International deliveries, you may track your orders here

2.4 What are the shipping charges like?

We offer free delivery for UK mainland orders over £250 and Highland and Island orders over £275. For orders under these values there is a £9 plus VAT charge. Carriage is charged at cost for services out of the UK. We try to quote the best price when you place your order online. I

2.5 Can I change my shipping address after my order has been confirmed?

If you can notify us immediatley as orders may often be prepared and despatched within hours of placing the order. 

2.6 There is a missing item in my order, what should I do?

We apologize for sending you an incomplete order. Please contact our Customer Care Team at info@soake.co.uk and we will get back to you as soon as we can.

2.7 I’ve received a defective item, what should I do?

We apologize if you had received a defective item from us. Please contact our Customer Care Team at info@soake.co.uk with a snapshot of the product and we will get back to you as soon as we can.

2.8 I’ve received an incorrect item, what should I do?

We apologize for sending you the wrong item. Please contact our Customer Care Team at info@soake.co.uk and we will get back to you as soon as we can.

2.9 I’ve purchased the wrong size or color

We do not provide exchanges for size or color. We do however, accept returns for products purchased from us. You can refer to our Returns & Exchanges policy here and its procedures.

2.10 I have not received my parcel, what should I do?

Kindly drop an email to our Customer Care Team at info@soake.co.uk  if you have not received your parcel after 10 working days and we will assist you accordingly

2.11 Will there be an additional charge for redelivery?

There are no additional charges for redelivery up to two times. It is chargeable on the third attempt onwards.

2.12 I have yet to receive my parcel within the stipulated time frame. Whom can I contact?

You may check the status of your parcel via “Track your order” at to find out why it might have been delayed. Alternatively, you may drop us an email at info@soake.co.uk and we will assist you further.