FAQ's

Frequently Asked Questions

Welcome to our FAQ page! We’ve gathered the most common questions here to help you shop with confidence. If you can’t find what you’re looking for, please feel free to Contact Us or give us a call at 01509 670436.

Stock & Availability

Is the item I see online actually in stock? Yes! Our website mirrors the live stock on our shelves in our Kegworth shop. As items sell in-store, the website updates in real-time. If an item is marked as "Out of Stock," you can sign up for a Back in Stock alert, and we’ll email you the moment it’s back on the shelf.

Delivery & Collections

Can I collect my order from the shop? Absolutely. We love seeing our local customers! Simply select ‘Pick Up’ from the delivery dropdown menu at checkout.

Which couriers do you use? We primarily use Royal Mail and Evri. Both services provide full GPS tracking so you can follow your parcel’s journey.

How will I know when my order is coming? Once we’ve carefully packed your items, we’ll send you a dispatch email with your tracking number. Please keep an eye on your inbox (and your spam folder, just in case!) for updates from the courier.

What about food and perishables? We take extra care when packaging our artisan food items. Please note that while we ensure everything leaves us in perfect condition, we recommend being available for delivery to ensure your treats stay fresh.

Returns & Peace of Mind

What is your return policy? We want you to be delighted with your purchase. If you change your mind, you can return unwanted items in their original, unused condition within 14 days of receipt.

  • Note: For hygiene and safety reasons, food items (like chocolates) and toiletries cannot be returned once unsealed or used, unless they are faulty.

  • How to return: Please email us at returns@soartradingco.uk to start the process. We recommend using a tracked service for returns.

What if my item arrives damaged? We check and photograph every item before it leaves our shop to ensure it’s perfect. If the unthinkable happens and your parcel is damaged in transit, please contact us within 24 hours of delivery with photos of the damage (including the packaging), and we will resolve it for you immediately.

General Information

Is your website secure? Yes. Our store is fully encrypted with industry-standard SSL technology to ensure your personal and payment details are always kept safe.

Can I order over the phone? Yes, we’d be happy to help! If you prefer to speak to a human or place an order over the phone, just give us a call. We can also answer any specific questions about our products.

Where are you located? We are a real-world independent boutique! You can find us at 6 Market Place, Kegworth. We are fully insured with public and product liability for your peace of mind.

Need more help?

Tel: 01509 670436

Email: shop@soartradingco.uk