Frequently Asked Questions

Last updated: 3 September 2026

Welcome to Soché.

Whether you're purchasing for your home, sourcing ingredients for your business, developing a product, or exploring a longer-term supply partnership, this FAQ provides answers to common questions about our products, ordering, fulfilment, wholesale supply and customer support.

If you cannot find the information you are looking for, please contact us at info@soche.co.uk.

About Soché

What is Soché?

Soché is a premium ingredient brand operated by Le Papillon Boutique Ltd.

We source and supply high-quality ingredients with a focus on provenance, consistency, traceability and responsible sourcing.

Our business serves both individual consumers and commercial customers across retail, foodservice, hospitality, distribution, manufacturing and private-label applications.

What does Soché specialise in?

We specialise in sourcing and supplying premium ingredients for a range of applications and customer requirements.

Our capabilities extend beyond finished retail products to include commercial ingredient supply, bulk formats, retail-ready products, private-label programmes and other customised requirements.

Where does Soché source its ingredients?

We work with carefully selected producers, suppliers and manufacturing partners across relevant origin markets.

Our sourcing process considers factors such as:

Product quality
Origin and provenance
Consistency
Traceability
Food-safety requirements
Supply reliability
Commercial suitability

Specific origin and sourcing information is provided on individual product pages or through our commercial team where applicable.

Where are Soché products packed?

Depending on the product and format, products may be packed by qualified manufacturing partners operating in accordance with applicable food-safety and quality requirements.

The relevant product packaging and documentation will provide applicable information.

Are Soché products suitable for professional use?

Yes.

Our products can be supplied for:

Hospitality
Foodservice
Restaurants
Retail
Food manufacturing
Ingredient applications
Distribution
Private label

Commercial availability, specifications and pack formats depend on the particular product and customer requirement.

Retail Shopping

Can I buy directly from Soché?

Yes.

Selected Soché products are available to purchase directly through soche.co.uk.

You can browse the store, add products to your basket and complete your purchase through our secure online checkout.

How do I place a retail order?

Select the product you wish to purchase.
Select the applicable quantity or format.
Click Add to Cart.
Review your basket.
Proceed to checkout.
Enter your delivery and payment information.
Review your order.
Complete payment.

An order confirmation will be provided after your order has been successfully placed.

Do I need a Soché account to order?

No.

Where guest checkout is available, you can purchase without creating an account.

Creating an account may make it easier to manage your details and future orders.

Can I order more than one product?

Yes.

You can add multiple products to your basket and complete them as a single retail order, subject to product availability and applicable delivery restrictions.

Can I change or cancel my order?

If you need to change or cancel an order, contact us at info@soche.co.uk as soon as possible and include your order number.

We will make reasonable efforts to accommodate requests before an order enters fulfilment or is dispatched.

If the order has already entered fulfilment or been dispatched, cancellation may no longer be possible at that stage. Any statutory cancellation or consumer rights that apply will continue to apply.

Payments

What payment methods do you accept?

We accept the payment methods displayed at checkout.

Available payment methods may vary depending on your location, device, order and eligibility.

Is my payment secure?

Yes.

Payments are processed through our authorised payment provider using secure payment infrastructure.

Soché does not need to store your full payment card details in order to process your purchase.

Why was my payment declined?

A payment may fail because of factors including:

Incorrect payment information
Insufficient funds or available credit
Bank security controls
Online or international transaction restrictions
Payment-provider verification
Other security checks

If your payment fails, check your payment details and, where appropriate, contact your bank or try another available payment method.

When will I be charged?

Payment is generally authorised and processed when you complete your purchase through checkout.

An order may not be accepted if payment cannot be successfully authorised.

Shipping & Delivery

Where does Soché deliver?

We currently offer retail delivery to eligible UK addresses.

Available destinations may vary depending on the product and delivery service.

How much does delivery cost?

Applicable delivery charges are calculated and displayed during checkout before you complete your purchase.

How long will my order take to arrive?

Estimated delivery information will be displayed during checkout where available.

Delivery estimates depend on the destination and delivery service.

Please see our Shipping & Delivery Policy for complete information.

How do I track my order?

Where tracking is available, tracking information will be provided after your order has been dispatched.

Tracking may take some time to become active after dispatch.

My order is late. What should I do?

Check your tracking information first, where available.

If your order remains undelivered beyond the expected delivery period, contact info@soche.co.uk with your order number.

We will investigate the shipment and assist with an appropriate resolution.

What happens if I'm not home when my order arrives?

Depending on the delivery service, the carrier may attempt delivery again, provide collection instructions or offer another permitted delivery option.

Please follow the instructions provided by the carrier.

For complete information, see our Shipping & Delivery Policy.

Returns, Refunds & Product Issues

Can I return a Soché product?

Returns and cancellation rights depend on the product and the circumstances of the purchase.

Please see our Returns & Refunds Policy for full details.

Nothing in our policy affects statutory consumer rights.

What if my order arrives damaged?

Please provide your order number and photographs of the product and packaging where possible.

We will investigate the issue and provide the appropriate remedy where applicable.

What if I receive the wrong product?

We will investigate and arrange an appropriate replacement, refund or other remedy where applicable.

What if an item is missing?

We will investigate the fulfilment records and assist with the appropriate resolution.

What if I believe a product is faulty?

Order number
Product name
Description of the issue
Batch or lot number, where available
Relevant date information
Photographs, where useful

We take product-quality concerns seriously and will investigate them appropriately.

Can I return an opened food product?

Because Soché sells food products, certain sealed food products may not be eligible for cancellation once opened where a statutory exception applies.

This does not affect statutory rights relating to products that are faulty, damaged, defective, incorrectly supplied or otherwise do not conform to applicable legal requirements.

Please contact us if you are unsure.

Product Information & Food Safety

Where can I find ingredients and product information?

Applicable product information is provided on the relevant product page and/or product packaging.

Depending on the product, this may include:

Ingredients
Allergen information
Net quantity
Country or origin information where applicable
Storage instructions
Best Before information
Other required product information

I have a food allergy. What should I do?

Please review the allergen and ingredient information provided for the specific product before purchasing.

If you require clarification, contact us before placing your order.

Please also check the product packaging received with your order for the most current applicable information.

How should I store Soché products?

Unless otherwise stated on the packaging, store products in a cool, dry place away from direct sunlight, heat and moisture.

Reseal products after opening where applicable.

Always follow the storage instructions printed on the product packaging.

Why can natural ingredients vary?

Many of our ingredients are agricultural products and can naturally vary between harvests and batches.

Reasonable variation in colour, size, texture, aroma or appearance does not necessarily indicate a product defect.

Wholesale & B2B

Does Soché supply businesses?

Yes.

Soché operates a dedicated B2B supply business serving customers across:

Retail
Foodservice
Hospitality
Distribution
Import
Food manufacturing
Industrial applications
Private label
Other commercial ingredient applications

What types of commercial products can Soché supply?

Depending on the ingredient and project, we can support requirements involving:

Bulk ingredients
Retail-ready products
Commercial pack formats
Bespoke packaging
Private-label products
Custom specifications
Recurring supply programmes

Availability depends on the product, quantity, destination and commercial requirements.

Can Soché support private-label products?

Yes.

We can discuss private-label requirements depending on the product, packaging format, volume and market.

Private-label projects may involve additional development, production, packaging, documentation and lead-time requirements.

Please contact our commercial team to discuss your requirements.

Can Soché supply bulk quantities?

Yes.

Bulk supply is available for qualifying commercial requirements, subject to product availability, minimum quantities, destination and applicable commercial terms.

Does Soché provide technical and compliance documentation?

Depending on the product and customer requirements, documentation may include:

Product specifications
Certificates of Analysis
Certificates of Origin
Batch information
Traceability documentation
Quality documentation
Regulatory documentation
Other agreed technical documentation

Documentation requirements should be discussed with our commercial team before an order is placed where they are material to the customer's application or destination market.

Does Soché support export markets?

Yes.

We can support eligible international commercial supply requirements.

International orders may involve additional considerations including:

Export documentation
Import requirements
Customs
Duties and taxes
Regulatory requirements
Product documentation
Freight arrangements
Incoterms®

These matters are agreed as part of the applicable commercial transaction.

Does Soché have minimum order quantities?

Yes, minimum order quantities may apply to B2B orders.

MOQ depends on factors including:

Product
Packaging format
Production requirements
Customisation
Destination
Order frequency
Commercial requirements

The applicable MOQ will be confirmed during the quotation process.

How do I request a wholesale quotation?

info@soche.co.uk

Please provide as much of the following information as possible:

Company name
Country
Delivery destination
Type of business
Product(s) required
Estimated quantity
Packaging requirement
Intended application
Required delivery timeframe
Any certification or documentation requirements

Our commercial team will assess the requirement and respond accordingly.

Can Soché support recurring supply?

Yes.

Recurring or scheduled supply arrangements can be discussed for qualifying commercial customers.

The applicable pricing, volumes, specifications, delivery schedule and commercial terms will be agreed separately.

B2B Shipping & Commercial Terms

Are B2B orders shipped in the same way as retail orders?

No.

Retail orders placed through the website follow our consumer fulfilment and delivery process.

B2B orders are handled according to the requirements agreed with the commercial customer and may involve different packaging, freight, documentation, lead times and delivery arrangements.

How are B2B shipping costs determined?

Shipping and freight arrangements are agreed according to the individual commercial order.

Factors may include:

Shipment quantity
Packaging
Destination
Freight method
Delivery timeframe
Incoterms®
Customs requirements
Insurance requirements

How long do B2B orders take?

Commercial lead times vary according to the product and order requirements.

Production, packaging, documentation and freight may all affect the final delivery schedule.

The applicable lead time will be communicated in the quotation or commercial agreement.

Can you ship internationally for B2B customers?

Yes, subject to the product, destination and applicable regulatory requirements.

International commercial shipments may require additional documentation and may be subject to customs, import duties, taxes and destination-market requirements.

The allocation of these responsibilities will be determined by the applicable commercial terms and Incoterms®.

What happens if a B2B shipment arrives damaged or is short?

Commercial customers should inspect shipments upon receipt and notify Soché promptly of any material discrepancy.

Please retain relevant packaging and shipment documentation and provide photographs and batch/lot information where applicable.

The applicable remedy and notification requirements will be governed by the relevant commercial agreement.

Orders, Data & Support

How is my personal information used?

We process personal information in accordance with our Privacy Notice and applicable data-protection legislation.

Does Soché use cookies?

Yes.

Our website uses cookies and similar technologies for essential functionality and, where applicable, analytics and other purposes.

Please see our Cookie Policy for further information.

How can I contact Soché?

For retail customer support:

info@soche.co.uk

For wholesale, foodservice, distribution, industrial, private-label or export enquiries, please use the same address and include your company details and requirements.

How quickly will Soché respond?

We aim to respond to enquiries within 2 business days.

Response times may vary during weekends, public holidays and periods of unusually high enquiry volumes.

Still Have a Question?

If you cannot find the information you need, please contact the Soché team at:

info@soche.co.uk

We're happy to help with questions about our products, orders, delivery, returns, wholesale supply and commercial requirements.