Terms of service
Last updated: 22 September 2026
These Terms & Conditions apply to your use of the Softy website and to purchases made through it. Please read them before placing an order.
1. About us
This website is operated by SOFTY LONDON LIMITED, trading as Softy, a company registered in England and Wales under company number 16553140.
Our registered office is:
Office 4, Second Floor
Park Lorne
111 Park Road
London
NW8 7JL
United Kingdom
VAT registration number: 507 0447 15
You can contact us at hello@drinksofty.com.
Throughout these terms, “Softy”, “we”, “us” and “our” refer to SOFTY LONDON LIMITED.
2. Our products
We make every effort to ensure that descriptions, photographs, ingredients, nutritional information and other information about our products are accurate.
Product packaging, appearance and other details may occasionally vary slightly from images shown on our website.
Please check the ingredients and allergen information provided on the relevant product page and on the product packaging before consuming Softy, particularly if you have an allergy or intolerance.
We may update, change or discontinue products from time to time.
3. Placing an order
When you place an order through our website, you will receive an email confirming that we have received it.
A contract between you and us is formed when we accept your order.
If we are unable to accept your order — for example, because a product is out of stock, there has been an error in its price or description, or we cannot deliver to your address — we will let you know and refund any payment you have made.
Please check your order and delivery information carefully before completing your purchase.
4. Prices and payment
All prices are shown in pounds sterling (£) and include VAT where applicable.
Delivery charges are shown separately at checkout before you complete your order.
We take reasonable care to make sure prices displayed on our website are correct.
If we discover an obvious pricing error after you place an order, we will contact you. You will have the option to continue with your purchase at the correct price or cancel the order for a full refund.
Payment must be made using one of the payment methods available at checkout.
5. Delivery
We currently deliver within the United Kingdom only.
Orders are sent using UK Standard Economy delivery. The applicable delivery charge will be shown at checkout before you place your order.
Estimated delivery times will be shown at checkout. These are estimates rather than guaranteed delivery dates and may occasionally be affected by circumstances outside our reasonable control.
Unless we agree otherwise with you, goods will be delivered without undue delay and within the period required by applicable consumer law.
Please make sure that the delivery address and contact information you provide are complete and accurate.
If an order cannot be delivered because the information supplied by you is incorrect or incomplete, please contact us at hello@drinksofty.com and we will do our best to help.
The products become your responsibility once they have been delivered to the address provided in your order.
6. Changing or cancelling an order
If you need to change or cancel an order, please contact us as soon as possible at hello@drinksofty.com.
If your order has not yet been processed or dispatched, we will do our best to accommodate your request.
If your order has already been dispatched, your cancellation and return rights are set out below.
7. Changing your mind and returns
If you are purchasing as a consumer online, you generally have the right to change your mind and cancel your order within 14 days of receiving your goods, subject to any exceptions provided by law.
To cancel an order, email hello@drinksofty.com with your name, order number and details of the products you wish to return.
Once you have told us that you wish to cancel, you must return the applicable goods within 14 days.
Unless the products are faulty, damaged, incorrectly supplied or otherwise not as described, you will normally be responsible for the cost of returning them.
Products should be returned unopened, unused and in a condition suitable for resale. Where a legal exception to the cancellation right applies — for example, certain sealed goods that become unsuitable for return for health protection or hygiene reasons once unsealed — we may be unable to accept a change-of-mind return after the relevant seal has been broken.
Nothing in these terms affects your statutory rights.
8. Refunds for change-of-mind cancellations
Where you validly exercise your statutory right to cancel, we will refund the amounts required by applicable consumer law.
This will normally include the price paid for the returned products and the cost of our least expensive standard delivery option where the law requires us to refund that cost.
If you chose a more expensive delivery service, we do not have to refund the additional cost above our standard delivery charge.
We may reduce a refund where permitted by law if goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and functioning.
Refunds will be made to your original payment method within the applicable statutory time limits.
9. Damaged, faulty or incorrect orders
We want every Softy order to arrive as it should.
If your order arrives damaged, faulty, incorrect or not as described, please contact us at hello@drinksofty.com as soon as reasonably possible.
Please include your order number and, where helpful, photographs showing the problem.
Depending on the circumstances and your legal rights, we may offer a replacement, refund or another appropriate remedy.
Where products are faulty, damaged, incorrectly supplied or not as described, we will cover reasonable return costs where required by law.
Your statutory rights, including your rights under the Consumer Rights Act 2015, are not affected.
10. Promotions and discount codes
From time to time, we may offer promotional codes, discounts or other special offers.
Unless otherwise stated, promotional codes cannot be exchanged for cash and may be subject to an expiry date, minimum spend or other conditions stated with the promotion.
Only one promotional code may be used per order unless we specifically state otherwise.
We may withdraw or amend a promotion where reasonably necessary, without affecting orders that we have already accepted.
11. Availability
All products are subject to availability.
We cannot guarantee that a particular product or flavour will always be available.
If something you have ordered becomes unavailable before we accept or fulfil your order, we will contact you and, where appropriate, issue a refund.
12. Website use
You may use our website for lawful purposes only.
You must not knowingly introduce viruses or other harmful material, attempt to gain unauthorised access to our website or systems, or otherwise misuse the website.
We may update, change or temporarily suspend parts of the website where reasonably necessary.
13. Intellectual property
The Softy name, branding, logos, designs, photographs, graphics, written content and other materials appearing on this website are owned by or licensed to SOFTY LONDON LIMITED unless otherwise stated.
You may not reproduce, distribute, commercially exploit or otherwise use our intellectual property without our prior written permission, except where permitted by law.
14. Our responsibility to you
Nothing in these terms excludes or limits liability where it would be unlawful for us to do so, including liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or liability relating to your statutory consumer rights.
If you are purchasing as a consumer, we are responsible for losses that are a foreseeable result of our breach of these terms or our failure to use reasonable care and skill.
We are not responsible for business losses where you purchase Softy wholly or mainly for personal use.
15. Events outside our reasonable control
We will not be responsible for delays or failures caused by circumstances outside our reasonable control.
If such circumstances materially affect an order, we will take reasonable steps to minimise the impact and contact you where appropriate.
Nothing in this section affects any rights you have under applicable consumer law.
16. Personal information
We process your personal information in accordance with our Privacy Policy and Cookie Policy.
Please see those policies for information about how we collect, use and protect your personal information.
17. Changes to these terms
We may update these Terms & Conditions from time to time to reflect changes to our business, website, products or applicable law.
The terms applicable to an order will normally be those in force when you place that order, except where a change is required by law.
18. Governing law
These terms are governed by English law.
If you are a consumer, you retain any mandatory legal rights that apply to you based on where you live.
Nothing in these terms removes those rights.
19. Contact us
If you have a question about an order, return or these Terms & Conditions, please contact us:
SOFTY LONDON LIMITED
Trading as Softy
Company number: 16553140
VAT registration number: 507 0447 15
Office 4, Second Floor
Park Lorne
111 Park Road
London
NW8 7JL
United Kingdom
Email: hello@drinksofty.com