Delivery & Refunds

Company Details

We are a small family business based just outside Edinburgh. For more information please see the about page.

For more direct contact information please see our contact page.


Delivery

All deliveries will be sent to the billing address for security reasons. Most products will be sent the day after the order is placed but stock level varies and it may take up to five days to complete and send your order. A signature will be required on delivery.

All UK orders over £100 will receive free shipping.

If you find your country is not on our International Shipping database please just ask and we will arrange a price and have it added for future convenience.

Returns

Our policy lasts 15 days. If 15 days have gone by since receipt of your goods we will consider you circumstances but can’t automatically offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. All damages should be reported promptly.

To complete your return please get in touch as soon as you can with any relevant information.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within five days.

Late or missing refunds (if applicable)

If you haven’t received a refund please be aware it may take some time before your refund is officially posted. If you’ve done this and you still have not received your refund yet, please contact us at [email protected].

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded unless promptly reported as defective.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at [email protected] and we will do our best to rectify the problem.

Shipping returns

To return your product contact us at [email protected] and we will arrange for the item to be collected. You will be responsible for paying for shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.


Privacy Policy

We collect information in a few different ways.

1. When you give it to us or give us permission to obtain it

When you sign up for our mailing list or buy our products or service, you give us certain information voluntarily. This includes your name, email address, and any other information you choose to give us. If you buy something, we collect payment information, contact information (address and phone number) and details of what you bought. If you buy something for someone else, we collect their delivery details and contact information.

2. We also get technical information when you visit our website

Whenever you use our website, certain information gets created and logged automatically. The same is true when you use our website. Here are some of the types of information we collect:

Log data. Our servers record information (“log data”), including information that your browser automatically sends whenever you visit a website, or that your mobile app automatically sends when you’re using it. This log data includes your Internet Protocol address, how you used our website, cookie data and device data.

Cookie data. We also use “cookies” (small text files sent by your computer each time you visit our website, unique to your browser) or similar technologies to capture log data. When we use cookies or other similar technologies, we use session cookies (that last until you close your browser) or persistent cookies (that last until you or your browser delete them). Some of the cookies we use are associated with your account (including information about you, such as the email address you gave us) and other cookies are not. For more detailed information about how we use cookies, please review our Cookie Policy.

3. Our partners and advertisers share information with us.

We also get information about you and your activity outside soo-uk.com from our affiliates, advertisers, partners and other third parties we work with, or other publicly available sources. This includes information about your visits to an advertiser’s site or purchases you made from them, or information about your interests from a third-party service, which we might use to help to offer a great customer experience.What we do with the info we collect:We use this data to make decisions to improve our products and services and send you promotional offers based on what we think you will like or have bought. We a have a legitimate interest to maintain our relationship with you, and protect your data.How we store your information.

We take the security of your personal information seriously. When you submit your credit card details to us, we use encryption technology to guard your information. In addition, we have security procedures in place to protect our paper based systems and computerised databases from loss and misuse. Where a password is required to access certain areas of our digital platforms, you are responsible for keeping your password secure and confidential.

How long we keep your information

We keep your information only so long as we need it to provide a valuable service to you. When we no longer need to use your information and there is no need for us to keep it to comply with our legal or regulatory obligations, we’ll either remove it from our systems or depersonalize it so that we can’t identify you.

Our policy on children’s information: Children under 13 are not allowed to use our website.

Your rights

You have certain rights in relation to the information that we have about you described below.You can request to access the information we hold about you. We’ll usually share this with you within 30 days of you asking us for it.You can ask us to correct your information or delete it, if you are unable to do it yourself. You can ask us to stop using your information, and opt out of receiving our newsletters or marketing messages and object to us having the information you provided to us sent to another organisation, where we hold this information with your consent or for the performance of a contract with you, where it’s technically feasible.

How we make changes to this policy

We aim to meet high standards and so our policies are constantly under review. From time to time we may change this privacy notice. We recommend that you check this page periodically to review the latest version.

Making a complaint

If you have a complaint regarding any aspect of your personal data or this privacy policy, please write to SOOuK, 2 Almondhill Cottages, Kirliston, EH29 9EQ. If you are still not satisfied with the
outcome of your complaint, you may write to the Information Commissioner’s Office. You can also contact the Information Commissioner’s Office using their onlineform: https://ico.org.uk/global/contact-us/email/