Refund policy

Refund Policy

Last updated: September 19, 2026

Because Soup & Story sells frozen food products, our soups are not returnable or exchangeable after delivery simply because of a change of mind or personal preference.

We do, however, want to correct genuine problems with an order.

If you receive the wrong product, a missing item, damaged packaging, or a product that arrives in a condition that reasonably raises a food-safety concern, please contact us at hello@soupandstory.com as soon as possible after delivery.

Please include your order number, a description of the issue, and photographs when they would help us evaluate the problem.

Depending on the circumstances, we may offer an appropriate replacement, store credit, or refund. Please do not return food products unless we specifically instruct you to do so.

Refunds, when approved, are issued to the original payment method. The time for a refund to appear in your account may depend on your bank or payment provider.

Delivery fees are generally non-refundable once delivery has been successfully completed. If the problem resulted from an error by Soup & Story, we may also refund the applicable delivery charge.

Canceling a subscription does not automatically refund an order that was already charged and processed before cancellation. Any such order remains subject to this Refund Policy.

Nothing in this policy limits any rights you may have under applicable law.

For questions, contact hello@soupandstory.com