Customer Service

Shipping & Delivery
We use either Parcelforce Worldwide or the Royal Mail for our shipping for most of our orders. Larger orders may require specialist shipping on pallets. For orders to UK via Parcelforce, these will be sent on a 24hr service. For Orders to the rest of Europe Parcelforce teams up with the GLS network. Orders to Europe can take up to five working days. We can supply you with tracking information on all orders sent via Parcelforce/GLS.
Privacy & Security
This privacy statement sets out how Soake will store and use information about you on this website. We are committed to protecting your privacy, and we will only use the information collected lawfully to process your order (in accordance with the Data Protection Act 1998). We do not disclose your details to third parties. Information collected is kept private and confidential and is only used to process your order and contact you (where necessary) about your order. If you grant us permission (by opting in to our newsletter), we may also send you periodic emails with special offers, product news and articles. Your email address will never be rented out, shared or otherwise abused. Each email also contains an unsubscribe link allowing you to remove yourself from our mailing list(s) quickly and easily. You may also receive emails from us related to any purchases you make.
Returns & Replacements
Please inspect your order on receipt for any damages, defects or errors. Please then notify us straight away. We can then advise on what to do next. For defects we would advise you to send images of the fault wherever possible. A replacement or a credit note would then be applied to your account with us. We do not normally accept goods on a sale or return basis without prior consent. Please see our terms and conditions for more information.
Ordering
Place your order on our website for a speedy service. If you have any problems you can always contact us for assistance. If you prefer to place your order by phone please call us on (01423) 341000 Once your order has been received we aim to despatch within 24 hours of receiving your order for a next day delivery.
Payment, Pricing & Promotions
Payment can be made by various methods. We use Sagepay and Paypal for taking payment online. For trade customers with credit accounts with us please use the payment on account method. For Trade orders carriage is estimated and may change on your final invoice.
Viewing Orders
By logging in and going to your account you can view previous orders made online. These will not include any amendments made after the order has been placed. For trade accounts it will not show any part despatched or back orders.
Updating Account Information
If you have recently changed your personal or trading details please log in and go to your account and edit your details straight away. This will avoid any mishaps of for example delivery to the old address from happening.