We promise to keep our actual product prices as low as possible. However, we rely on external, private courier companies who influence our delivery pricing when delivering your products. Most important: Contact us by email: contact @soulnsmell.com or WhatsApp us if you are unsure what delivery might cost to your area. Free delivery applies to all Main Centres over 150SAR (Or the equivalent in the currency of your (GCC) country); a flat rate fee of 25SAR (Or the equivalent in the currency of your (GCC) country) will be charged for orders to all Main Centres with a total of less than 150SAR (Or the equivalent in the currency of your (GCC) country) . Please note that delivery to areas outside the main centres and some remote areas might incur additional fees. These additional fees might sometimes be communicated to you after your order has already been completed. We apologize for any inconvenience caused.
FAQs
Delivery Questions
Why are we charging for delivery?
How long does delivery take?
You will find information on the Delivery Policy here.
Why haven't I received my tracking number yet?
Please note that dispatch usually takes 4-6 working hours from receiving the order (we are closed on
weekends and public holidays). Once your order is ready and dispatched, you will receive a
notification, including your tracking number. Should you not have received tracking information within
one day of placing an order, please check your Email Spam folder or contact us by email or
WhatsApp.
Payment Questions
I am struggling to make payments on the online store
Here are some quick checks you can do to rule out any problems:
1. Have you selected the correct payment option?
2. Credit Card Types – If you want to pay via credit card, please use Visa or Mastercard for
payment.
3. Is your card set up for 3D security? Please ensure that the card you use for online purchases
uses 3D security.
Most new cards already come with this functionality. If you are unsure about
this, you must contact your bank to enable this function
this will be required for all online
purchases from any company.
If it is easier for you, we are happy to send you an invoice for that; please contact us by email
contact @soulnsmell.com or WhatsApp us.
You would have to pay the invoice via Bank Transfer and send us the proof of payment using your
invoice as a reference number.
If you need to pay via credit card or have a different issue, contact the specific provider for your
transaction. For safety reasons, we do not store your payment information,
so third-party payment
providers carry out all our Store payment options. You can find their contact details below.
Please
always use SoulNSmell and your Order ID as a reference
I am struggling to make payments on the online store
Here are some quick checks you can do to rule out any problems:
Have you selected the correct payment option?
Credit Card Types – If you want to pay via credit card, please use Visa or Mastercard for payment.
Is your card set up for 3D security? Please ensure that the card you use for online purchases uses 3D security. Most new cards already come with this functionality. If you are unsure about this, you must contact your bank to enable this function; this will be required for all online purchases from any company.
If it is easier for you, we are happy to send you an invoice for that; please contact us by email contact @soulnsmell.com or WhatsApp us.
You would have to pay the invoice via Bank Transfer and send us the proof of payment using your invoice as a reference number.
If you need to pay via credit card or have a different issue, contact the specific provider for your transaction. For safety reasons, we do not store your payment information, so third-party payment providers carry out all our Store payment options. You can find their contact details below. Please always use SoulNSmell and your Order ID as a reference.
Compatibility Questions
Do your compatible capsules fit in my Nespresso® machine?
Our compatible capsules are specifically designed to fit original line Nespresso® machines. Please note that our Coffee Capsules are NOT Compatible with the Nespresso® VertuoLine or the Professional Line.
You can also find further information on the product page you wish to purchase or our Machine Compatibility page.
Will the capsules damage my Nespresso® machine?
The capsules we provide on our platform have been thoroughly tested and were specifically designed to be compatible with Nespresso® coffee machines. As a result, they will not break your machine.
Compatible capsules have come a long way. However, sometimes it might feel harder to close the lever, depending on your Nespresso machine. This ensures correct sealing and seating of the coffee capsule in the capsule chamber, but it does not affect the actual working of the machine.
Money Back Guarantee
If you are not 100% happy with the compatibility of any capsules you received from us, we will give you a full refund for the product. That is our money-back guarantee [T&Cs apply, see Compatibility Returns].
Replacement Guarantee
We are 100% confident that using our compatible capsules will not lead to breakages. Furthermore,
for your peace of mind, we even guarantee you to replace your machine should it break from using
one of our products [T&Cs apply, see Replacement Guarantee]
Can the capsule melt in my machine?
No, the capsule will not melt in your machine. The machine heats the water to about 80 degrees to make your coffee. So therefore, the capsule will never get hotter than the actual water and machine. The melting point for the capsule material is above 200 degrees, so the machine cannot melt the capsule.
A slight deformation of the capsule can happen from time to time. Do not confuse deformation with melting. No plastic stays behind in your machine! Deformation can occur with any capsule, even aluminium ones. That is because your coffee machine runs at 19 bar pressure. And just to put this into perspective, that is over eight times higher than the pressure in your tires, so it's a lot. The good news is that your machine has a safety cut-off. The machine stops if it goes over a certain pressure or runs too long. So too much pressure might stop your machine, but it won't damage it.
There are a few reasons why capsules can buckle. First, the front plate of the machine often gets clogged, so the water pressure struggles to go through the capsule. We recommend using the cleaning capsules to ensure that your machine is clean, especially since the washer plate is free of residue.
It might also occur that the capsule is not punctured properly. Again, reinserting the capsule might help resolve the issue.
Product Questions
Is there any bulk discount when I order 200 capsules in total?
An overall discount is possible. We can offer an additional discount except for the free delivery;
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 shot usually takes about 20 seconds. If your machine takes longer than that, you will push too much water through the capsule. So instead, add a single shot of hot water when wanting a larger cup.
Please note that most blends we sell are designed to make espresso (40 ml). Coffees designed to be run as an espresso have a finer coffee grind and are, therefore, more compact. This ensures a more intense extraction and flavour profile but also means the coffee flows slower. It is designed by the manufacturer to run slow for maximum flavour extraction.
If you prefer a big cup of coffee, please try our Lungo blends for long shots of up to 110 ml. Or use two capsules if your cup is huge. Otherwise, your coffee might taste watery and bitter from over-extraction, as only so much coffee fits into a capsule.
Didn't you find the answer you were looking for? Contact or WhatsApp us now!
General Questions
Do you export overseas?
Unfortunately, we do not ship overseas. We only deliver orders within G.C.C Area.
What water should I use to run the coffee machine?
Unless otherwise stated, only freshly ground coffee is contained in these capsules.
Are your capsules sugar-free?
Unless otherwise stated, only freshly ground coffee is contained in these capsules.
How long does the capsule last?
We manufacture our capsules with a 24-month shelf life.
Can you tell me what material the coffee capsules are made of?
The eco-friendly coffee capsules we produce are 100% biodegradable, and we're proud of the innovation we've achieved. According to U.E. recommendations, our capsules are entirely industrially compostable and biodegradable, made from Biopolymer, aluminium and food plastic.
Does one capsule make multiple cups of coffee?
Unfortunately, one capsule can only be made per cup of coffee.
It can be prepared either as an Espresso (short coffee), 40ml or as a Lungo (long coffee), 110ml.