About Us
We believe everyone deserve to experience the healing power of herbal medicine. So, we’ve made it our mission to make our products approachable for anyone to improving their health naturally – whether you’re deeply familiar with herbalism or are trying them for the first time.
We’re a small but mighty woman-owned company on a mission to make traditional herbal remedies accessible and approachable for all.
Each batch of our herbal soup, dessert soup, tea are made with care. Small batch production allows us to provide fresh, potent products made with genuine attention to quality.
Payment
Via PayPal (Visa or Mastercard / American Express / PayPal Funds)
All prices are listed and payments are processed in US dollars.
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Shipping
We will process and ship most orders within 1 – 2 business days.
All orders ship from Malaysia. Shipping charges are automatically calculated during checkout according to your order’s weight. ( Every package has a tracking number, can be traced and signature on delivery.)
You will receive a confirmation email upon successful placement of your order. You will receive additional email notifications with tracking information at the time of shipment. If you have not received these emails, please check your spam folder.
Where do you ship?
We ship to
Australia, New Zealand, United Kingdom, Austria, Belgium, Belize, Bhutan, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Greece, Hungary, Iceland, India, Ireland, Italy, Japan, Jordan, Kazakhstan, Liechtenstein, Luxembourg, Malta, Monaco, Montenegro, Netherlands, New Zealand, Norway, Philippines, Poland, Portugal, Romania, San Marino, Slovakia, Slovenia, South Korea, South Africa, Sweden, Switzerland, Singapore, Thailand, Indonesia, Brunei, Vietnam, Hong Kong, Macao, Taiwan, and the rest of world.
Delivery to military regions are currently limited. We are very sorry for the inconvenience.
If you require your package by a specific date, please make a note in the comment box and we will do our best to accommodate you.
Please understand that the package shipment is totally out of our control once its shipped. Thus, buyers are advise to include any other important details ( message ) when you place order.
Custom Fees and Physical VAT Collection
When a package ships internationally, it may be subject to import taxes, customs duties, and/or fees imposed by the destination country. These charges are typically due once the package arrives in the destination country.
Buyer is responsible for paying customs duties / taxes on receipt of the package.
The Soup Diary will accept international orders subject to our Terms of Use and the following:
- Buyer is solely responsible for determining that the ordered products may be shipped to and is legal in the destination country and that all regulatory requirements are complied with;
- Buyer is responsible for all import/export duties and other costs;
- Buyer will remain responsible for product and shipping charges notwithstanding the destination country delaying, detaining or confiscating the shipment.
ORDER TRACKING
You will receive a confirmation email with a tracking link so that you can follow your order all the way home! Please allow 1-2 days for the carrier to scan your package into their system.
If you attempt to track your package and there is no information available that just means the carrier has not processed your parcel yet. When the parcel is scanned into the system, tracking events will populate on the tracking page.
If it is over your estimated arrival date, please contact us, and we can take care of this for you.
INCORRECT ADDRESS
Make sure you provide the correct address at checkout because we are not responsible if your order gets delivered to the wrong address.
Indemnification and Waiver
Per our Terms and Conditions, unless we have agreed to pay for shipping as part of a promotion, all shipping is charged to you and will be included on the order invoice or by separate invoice if shipping charges are not ascertainable in advance. In all cases, The Soup Diary’s responsibility for the risk of loss ceases upon delivery to the shipper, and thereafter, you will bear the risk of loss.
You must make all claims arising from shipping directly to the shipper. In no event will The Soup Diary have liability to the Buyer with respect to The Soup Diary’s handling of the claim nor is The Soup Diary responsible for the shipper’s claim adjudication.
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Contact Us
If you have any questions regarding your purchase, please feel free to contact us.
Email : enquiry[at]thesoupdiary.com
Contact : Whatsapp us at +6013-6612559
Operation Hours : Off on Saturdays, Sundays & Malaysia’s Public Holidays.
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Returns & Refund
- Returns must be made within 7 days from the date of delivery
- Returns must be returned in it’s original package attached with your receipt
Kindly inform our Customer Service with the subject “Refund Item” if you wish to return an item, we are more than glad to assist you regarding your return.
Please provide the returned item parcel consignment number for all returns.
Shipping Charges When Returning An Item(s)
Buyers will have to bear the postage charges when returning an item(s) to us.
How To Return An Item(s)?
Kindly email our customer service team at enquiry[at]thesoupdiary.com with the email title “Refund Item”. We will assist you to return your purchase as soon as possible.
Please allow up to 3 working days to expedite your request.
Request attached with condition of item (photo and details of purchase) in email, will speed up our overall process to get your refund and it will be reference/record purposes.
How Long It Takes For My Refund/Replacement Item(s)?
Kindly allow a minimum of 2 working days from the date we receive your returned item(s).
Refund will be based on customer’s actual paid amount. Final payment to refund, voucher/promotional codes cannot convert into cash term.
We have a 20-day return policy, which means you have 20 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unopened, unused, in its original packaging and saleable.
To start a return, contact us at customerservice[at]thesoupdiary.com. Items sent back to us without first requesting a return will not be accepted.
You are responsible for return shipping costs. If you are returning an item due to a fault of our own (i.e. wrong item originally sent), we will send you a pre-paid postage label when responding to your return email request.
We will only issue a refund upon receipt of your unopened and undamaged product. Take care when packaging your product for return. Although rare, packages do get lost in transit; if this is of concern, return product with a signature required option.
We process refunds every 7-14 business days, depending on volume. You can always contact us for any return question at customerservice[at]thesoupdiary.com.
Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Refunds
We will notify you once we’ve received and inspected your return. You will be eligible to have a full refund or a prorated refund debited to your PayPal account. We process refunds every 3-5 business days, depending on volume.
Need More Information Any Matter Regarding “Return & Refund Policy”?
Should you need more information regarding our “Return & Refund Policy”, you can contact our friendly customer service at customerservice[at]thesoupdiary.com
We will be of your assistance during business hours.