Shipping & Delivery Policy

Last updated: 3 September 2026

This Shipping & Delivery Policy explains how Soché processes, fulfils and delivers orders placed through soche.co.uk, as well as the shipping arrangements applicable to our wholesale, foodservice, distribution, industrial, private-label and export customers.

Soché is a trading name of Le Papillon Boutique Ltd.

This policy should be read together with our Terms & Conditions, Returns & Refunds Policy, Privacy Notice and applicable product information.

Nothing in this policy excludes, restricts or limits any rights or remedies available to consumers under applicable law.

1. Direct-to-Consumer Orders

Retail customers may purchase eligible Soché products directly through soche.co.uk.

Orders placed through our online store are contracts between the customer and Le Papillon Boutique Ltd trading as Soché.

We may use third-party fulfilment, warehousing, logistics and delivery providers to process, pack, dispatch and deliver orders on our behalf.

The use of a fulfilment or delivery provider does not transfer our responsibilities to the customer. Soché remains responsible for the retail order and the customer's applicable statutory rights.

2. Delivery Destinations

We currently offer retail delivery to eligible addresses within the United Kingdom.

The destinations available for a particular order may depend on the products purchased, delivery service and destination address.

Where delivery restrictions apply, the applicable restriction will be communicated during checkout or before the order is accepted.

We reserve the right not to accept an order where delivery to the specified destination is not reasonably possible.

3. Delivery Charges

Any applicable delivery charge will be calculated and displayed during checkout before the customer completes the purchase.

Delivery charges may depend on:

• Delivery destination
• Order value
• Products purchased
• Delivery service
• Promotional offers
• Other applicable checkout conditions

The delivery charge displayed to the customer at checkout will apply to the order unless otherwise expressly stated.

4. Order Confirmation and Acceptance

After an order is submitted, the customer will receive an order confirmation acknowledging receipt of the order.

An order confirmation does not necessarily mean that an order has been accepted where our Terms & Conditions provide for acceptance at a later stage.

We may be unable to accept or fulfil an order because of circumstances including:

• Product availability
• Pricing or listing errors
• Payment failure
• Suspected fraud or misuse
• Delivery restrictions
• Technical errors
• Other legitimate operational or legal reasons

Where payment has already been taken and we cannot fulfil the order, we will provide an appropriate refund in accordance with applicable law.

5. Order Processing

Orders are normally processed following successful payment and confirmation of the order.

Orders are then prepared for fulfilment and dispatch through our fulfilment network.

Processing times may vary depending on:

• Product availability
• Order volume
• Operational requirements
• Weekends and public holidays
• Exceptional circumstances

Where a specific processing or delivery period is expressly stated at checkout or otherwise agreed with the customer, that period will apply.

6. Delivery Estimates

Estimated delivery information will be displayed during checkout where available.

Delivery estimates may depend on:

• Delivery destination
• Delivery service
• Order processing time
• Carrier operating schedules
• Product availability

Unless expressly stated as guaranteed, delivery dates and timeframes are estimates.

However, nothing in this policy is intended to remove or restrict any statutory delivery rights that apply to a consumer order.

Where no other delivery period has been agreed, applicable UK consumer law may require delivery without undue delay and, generally, no later than 30 days after the contract is entered into.

7. Delivery and Transfer of Risk

For consumer purchases, Soché remains responsible for the goods until they come into the physical possession of the consumer or a person identified by the consumer to receive them, unless applicable law provides otherwise.

A customer will therefore not normally assume the risk of loss or damage simply because an order has been handed to a carrier.

This does not prevent responsibility from arising where a customer has independently arranged a carrier that was not offered by or agreed with Soché, where applicable law permits such an arrangement.

8. Tracking

Where a tracked delivery service is used, tracking information will be provided once the order has been dispatched.

Tracking information may not become active immediately following dispatch.

Customers should use the tracking information provided in their dispatch notification to monitor delivery progress.

If tracking information has not updated for an extended period or indicates an issue with the shipment, customers should contact us at info@soche.co.uk.

9. Delivery Address

Customers are responsible for providing accurate and complete delivery information.

This includes, where applicable:

• Full name
• House or building number
• Street
• Town or city
• Postcode
• Flat, apartment or unit number
• Relevant delivery instructions

If an address is incorrect, incomplete or subsequently changes, the customer should contact info@soche.co.uk immediately.

We will make reasonable efforts to amend an address before an order enters fulfilment or is dispatched.

An address change cannot be guaranteed once an order has entered fulfilment or been handed to a delivery provider.

10. Missed Deliveries

If a customer is unavailable when delivery is attempted, the delivery provider may, depending on the service:

• Attempt delivery again
• Provide collection instructions
• Leave the parcel in a permitted location
• Arrange another delivery attempt
• Provide alternative delivery instructions

The available options will depend on the delivery provider and service.

Customers should follow the instructions provided with their delivery notification.

11. Delayed Deliveries

If an order does not arrive within the estimated delivery period, customers should first check their tracking information where available.

If the order remains undelivered, customers should contact:

info@soche.co.uk

Please provide the order number and any available tracking information.

We will investigate the shipment with the relevant fulfilment or delivery provider and take appropriate steps to resolve the issue.

Where a consumer is legally entitled to a refund, replacement or other remedy because of a delivery failure, we will provide the applicable remedy.

12. Lost Orders

If an order appears to have been lost during delivery, Soché will investigate the shipment with the relevant fulfilment or delivery provider.

Customers should not assume that an order is lost solely because tracking has not updated for a short period.

Where an order is determined to have been lost and the customer is entitled to a remedy, we will provide the applicable replacement, refund or other remedy in accordance with applicable law.

13. Damaged Orders

Customers should contact us as soon as reasonably possible if an order arrives visibly damaged.

To assist with our investigation, we may request:

• Order number
• Product name
• Description of the damage
• Photographs of the product
• Photographs of the external packaging
• Photographs of internal packaging
• Batch or lot number
• Other relevant information

We may use this information to investigate the issue with our fulfilment or delivery provider.

Where the goods are damaged, defective or otherwise fail to meet the customer's statutory rights, we will provide the appropriate remedy.

Our Returns & Refunds Policy provides further information.

14. Incorrect or Missing Products

If an order contains an incorrect product or an item is missing, customers should contact info@soche.co.uk as soon as reasonably possible.

Please provide the order number and details of the discrepancy.

We will investigate the order and, where appropriate, arrange a replacement, refund or other suitable remedy.

Customers will not be responsible for reasonable costs associated with correcting an error attributable to Soché.

15. Split Shipments

An order may occasionally be dispatched in more than one shipment because of:

• Product availability
• Fulfilment requirements
• Operational considerations
• Different product locations
• Other logistical requirements

Where applicable, customers may receive separate dispatch and tracking notifications.

A customer will not be charged additional delivery fees solely because Soché chooses to split an order into multiple shipments, unless otherwise expressly communicated and agreed.

16. Food Safety During Delivery

Soché supplies food products and takes reasonable steps to ensure that products are packaged, stored and transported in a manner appropriate to their characteristics.

Our fulfilment and delivery arrangements are designed to maintain the products in an appropriate condition during transportation.

Where particular storage conditions or handling instructions apply to a product, those requirements will be communicated through the applicable product information and/or packaging.

Customers should follow the storage and handling instructions provided with the product.

Where a product appears damaged, compromised, contaminated or otherwise unsuitable for consumption upon delivery, customers should not consume it and should contact us promptly at info@soche.co.uk.

17. Product Information and Allergens

Soché provides applicable food information through product pages, packaging and other customer-facing materials.

For food sold through distance selling, required food and allergen information must be made available to consumers before the purchase is completed and, where applicable, at delivery.

Customers with food allergies or intolerances should review the applicable product information before placing an order.

If you require clarification regarding ingredients or allergens, please contact us before purchasing.

We will endeavour to provide accurate and current information, but customers should always refer to the product packaging received with their order where applicable.

18. Delivery Restrictions

Certain products or destinations may be subject to delivery restrictions.

Where a product cannot legally or operationally be delivered to a particular destination, we may prevent the order from being completed or contact the customer after an order has been placed.

Where an order cannot be fulfilled because delivery is not reasonably possible, any payment taken for the affected order will be refunded as appropriate.

19. Public Holidays and Exceptional Circumstances

Delivery and fulfilment operations may be affected by:

• UK public holidays
• Severe weather
• Flooding
• Natural disasters
• Transport disruption
• Strikes
• Carrier disruption
• Infrastructure failures
• Government restrictions
• Regulatory changes
• Other circumstances outside our reasonable control

Where such circumstances materially affect an order, we will make reasonable efforts to minimise the impact and communicate relevant information to affected customers where appropriate.

Nothing in this section removes any statutory rights available to consumers.

20. Wholesale and B2B Orders

Soché operates a separate commercial supply channel for wholesale, foodservice, distribution, industrial, private-label and other B2B customers.

B2B orders may involve:

• Bulk ingredients
• Retail-ready products
• Bespoke packaging
• Private-label products
• Commercial quantities
• Export shipments
• Customer-specific specifications
• Bespoke documentation
• Recurring supply arrangements

Commercial orders are not processed through the standard consumer checkout unless expressly stated otherwise.

21. B2B Quotations and Shipping Terms

Shipping arrangements for B2B orders are agreed as part of the applicable:

• Quotation
• Purchase order
• Supply agreement
• Sales contract
• Other written commercial arrangement

The agreed commercial terms may specify:

• Quantity
• Packaging
• Delivery destination
• Shipping method
• Dispatch schedule
• Lead time
• Freight charges
• Insurance
• Taxes
• Duties
• Customs responsibilities
• Import/export responsibilities
• Incoterms®

Where specific written commercial terms have been agreed, those terms will govern the relevant shipment.

22. B2B Lead Times

Commercial lead times vary according to the nature and scale of the order.

Factors may include:

• Product availability
• Production requirements
• Order quantity
• Packaging requirements
• Private-label requirements
• Quality-control procedures
• Documentation
• Destination
• Shipping method
• Customs and regulatory requirements

The applicable lead time will be communicated as part of the quotation or commercial agreement.

Any estimated production or delivery date is subject to the terms agreed with the customer.

23. B2B Freight and Delivery

Commercial shipments may be transported by appropriate parcel, courier, road freight, air freight, sea freight or other logistics services.

The shipping method will depend on:

• Shipment size
• Product characteristics
• Destination
• Required delivery timeframe
• Customer requirements
• Applicable commercial terms

Where the customer nominates a carrier or freight provider, the allocation of responsibility and risk will be determined by the applicable commercial agreement and agreed shipping terms.

24. International and Export Shipments

Soché may supply eligible commercial customers internationally.

International shipments may be subject to export, import, customs, regulatory and documentation requirements in the relevant jurisdictions.

Depending on the transaction, documentation may include:

• Commercial invoice
• Packing list
• Certificate of Origin
• Certificate of Analysis
• Product specification
• Traceability documentation
• Export documentation
• Import documentation
• Other documentation required by the customer or destination market

The availability and provision of specific documents will depend on the product, destination and applicable commercial arrangement.

25. Incoterms® and Allocation of Responsibilities

Where international commercial shipments are governed by Incoterms®, the applicable Incoterm and named place will be stated in the relevant quotation, purchase order or commercial agreement.

The agreed Incoterm will determine the relevant allocation of responsibilities between the parties, including matters such as:

• Delivery
• Transfer of risk
• Freight
• Insurance where applicable
• Export clearance
• Import clearance
• Duties and taxes

Where no Incoterm has been expressly agreed, the applicable contractual terms will determine the allocation of responsibility.

26. Customs, Duties and Import Requirements

For international commercial shipments, customs clearance, import duties, taxes, permits and regulatory requirements will be allocated according to the applicable commercial terms and Incoterm.

Where responsibility rests with the customer, the customer is responsible for providing accurate information and completing the relevant import formalities.

Soché is not responsible for delays arising from inaccurate customer information, incomplete documentation, import restrictions or customs procedures outside our reasonable control, subject to the terms of the applicable commercial agreement.

27. B2B Documentation and Traceability

Where applicable to the product and commercial arrangement, Soché may provide customers with documentation supporting product identification, quality and traceability.

This may include:

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

Specific documentation requirements should be agreed before shipment where they are material to the customer's intended use or destination market.

28. B2B Damaged, Short or Incorrect Shipments

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

This includes:

• Damaged goods
• Short shipments
• Incorrect products
• Damaged packaging
• Visible contamination
• Quantity discrepancies
• Documentation discrepancies

Customers may be required to provide photographs, delivery documentation, batch or lot information and other evidence reasonably required to investigate the matter.

The applicable notification period, acceptance procedure and remedy for a B2B shipment will be governed by the relevant commercial agreement.

29. B2B Returns and Rejected Goods

Commercial customers must contact Soché before returning or rejecting goods unless the applicable commercial agreement expressly provides otherwise.

Returns, replacements, rejected goods, credits and refunds for B2B orders will be handled in accordance with the applicable quotation, purchase order, supply agreement or other commercial contract.

30. Commercial Force Majeure

Neither party will be responsible for a failure or delay in performing a commercial obligation to the extent caused by circumstances beyond its reasonable control, subject to the terms of the applicable commercial agreement and applicable law.

Such circumstances may include:

• Natural disasters
• War or civil unrest
• Government action
• Strikes
• Port closures
• Transport disruption
• Significant carrier disruption
• Regulatory restrictions
• Customs disruption
• Infrastructure failure
• Other events beyond reasonable control

Where such an event occurs, the affected party should notify the other party where reasonably practicable.

31. Consumer Statutory Rights

For consumer purchases, nothing in this policy affects statutory rights under applicable UK consumer protection law.

In particular, this policy does not remove or restrict applicable rights relating to:

• Delivery
• Quality
• Fitness for purpose
• Description
• Damage
• Defects
• Incorrect goods
• Cancellation
• Refunds
• Replacement
• Other statutory remedies

Where a statutory right provides a remedy that differs from this policy, the statutory right will apply.

32. Relationship with the Returns & Refunds Policy

Our Returns & Refunds Policy governs the return, refund and replacement process for retail orders.

Where a shipping issue results in damaged, defective, incorrect or missing goods, customers should follow the relevant process in that policy.

This Shipping & Delivery Policy should therefore be read together with the Returns & Refunds Policy.

33. Contact Us

For retail delivery enquiries, please contact:

Soché
Le Papillon Boutique Ltd
Email: info@soche.co.uk

Please include your order number where your enquiry relates to an existing purchase.

For wholesale, foodservice, distribution, industrial, private-label or export enquiries, please include your company name, delivery destination, products, quantities and quotation or order reference where available.

We aim to respond to customer enquiries within 2 business days, although response times may vary during weekends, public holidays and periods of unusually high enquiry volumes.