Delivery Questions



Where does SOULNSMELL deliver?

We deliver to all seven emirates within the United Arab Emirates, to physical addresses only. We do not currently offer international shipping.

How much is delivery within the UAE?

• Free delivery on orders above AED 100
• A flat delivery fee of AED 15 applies to orders below AED 100

How long does delivery take?

Our standard delivery time within the UAE is 1 to 3 business days.

Do you offer same-day delivery?

Yes, for orders confirmed before 2:00 PM:
• In Dubai, Sharjah, and Ajman, orders may be prepared and delivered on the same day
• In the remaining emirates, delivery is usually made the next day

Do you deliver every day?

Yes, delivery is available every day of the week.

Do you have Fast delivery within 2 Hours ?

Unfortunately, we don't offer that specific delivery option. For special requests, please reach out to us, and we’ll be happy to assist you.

Payment Questions

What payment methods do you accept?

• Online payment through the website
• Cash on Delivery (COD) with an AED 5 fee
• Card on Delivery (CCOD)
• Payment link through WhatsApp for eligible orders or when arranged with our team

Is there a fee for Cash on Delivery?

Yes, an AED 5 COD fee applies to orders placed using Cash on Delivery.

Return/Refund Questions

Can I cancel my order?

Yes, you may cancel your order free of charge if it has not been shipped yet. Once the order has been shipped, it will be handled according to our Return Policy.

Can I return or exchange a product?

Yes, return or exchange requests may be made within 7 days of delivery, provided the product is unopened, unused, in its original condition, and in its original packaging.

Who pays for return or exchange shipping?

• If the return or exchange is not due to a store error, the customer bears the return or exchange shipping cost
• If the item is damaged, incorrect, or incomplete due to the store, SOULNSMELL will cover the full cost

How are refunds processed?

Refunds are issued by bank transfer within 5 business days after the returned item is received, inspected, and approved.

Can opened products be returned?

No. For food safety and quality reasons, opened or used products cannot be returned or exchanged unless they arrived damaged, incorrect, or clearly defective.

General Questions

Are your capsules compatible with all machines?

Please refer to each product page and product description before purchasing, as compatibility varies by machine type, such as Nespresso compatible and Dolce Gusto compatible.

 please get in touch with Customer service for that at contact@soulnsmell.com

Can I exchange flavour X for Y in a mixed product pack?

Unfortunately, all our products are loaded as individual items and pre-packed accordingly. You can order the unique products, but unfortunately, not at that discounted rate as it is not a standard item. No flavour swaps within set mixed product packs are possible.

The product I would like to buy is not in stock.

We are sorry that we ran out of stock. Unfortunately, overseas deliveries sometimes take longer than expected. Please feel free to contact us or WhatsApp us, and we will send you a message once the product is back in stock.

Looking for a specific product or blend?

Please get in touch with us via email: contact @soulnsmell.com or WhatsApp us, and we can put it on our Customer Wishlist for you, and we'll try our best.

Coffee Machine Questions

Do you sell coffee machines?

Unfortunately, we do not currently sell coffee machines; we specialize in coffee capsules ( have plans in the future to start selling machines-Please stay tuned)

My machine needs a service. Any idea who could do a service/repair?

Unfortunately, we don't deal with repairs or servicing. Instead, we advise contacting the manufacturer or store you bought your machine from. However, machines do need proper cleaning from time to time. We recommend cleaning capsules and the Eco Descaler to clean your machine quickly. This might fix some issues.

The capsule takes too long to make a coffee/flow is too slow. Why is that?

A standard espresso (40ml) takes about 20 seconds to brew. Since espresso grinds are fine and compact for intense flavor, running them longer can result in a bitter, watery taste.
For a larger cup:
    Lungo Blends: Best for shots up to 110ml.
    Longer Drinks: Add a shot of hot water to your espresso (Americano style) or use two capsules.

Still have questions? Contact or WhatsApp us now!"

General Questions

Do you export overseas?

Unfortunately, we do not ship overseas. We only deliver orders within UAE.

What water should I use to run the coffee machine?

Using filtered water is the best choice for both the flavor of your coffee and the lifespan of your machine.

Are your capsules sugar-free?

Some of our capsules are sugar-free, while others contain sugar. We recommend checking the product description sheet for each specific item to confirm the ingredients.

How long does the capsule last?

We manufacture our capsules with a 24-month shelf life.

Does one capsule make multiple cups of coffee?

Each capsule is designed for a single serving. You can enjoy it as a 40ml Espresso or a 110ml Lungo, depending on your preference.

How can I contact you?

We're here to help! You can reach us via : 
Contact Us:
📞 +971 56 931 3920 | +971 56 921 5380 (Call or WhatsApp)
📧 contact@soulnsmell.com (Email)