Frequently asked questions

General

Why do I see worms in my food items?


Jackpot! Insects in your food are signs that no pesticides have been used on them. Pesticides help kill insects and thus you don’t see them on your non-organic food. One can get rid of them by drying them in the sun for a few days or heating it in the microwave




What is the meaning of Organic and Natural products?


Organic is a method of farming system which primarily aims at cultivating the land and raising crops in such a way, as to keep the soil alive and in good health by use of organic wastes (crop, animal and farm wastes, aquatic wastes) and other biological materials along with beneficial microbes (biofertilizers) to release nutrients to crops for increased sustainable production in an eco-friendly pollution free environment. As per the definition of the USDA study team on organic farming “organic farming is a system which avoids or largely excludes the use of synthetic inputs (such as fertilizers, pesticides, hormones, feed additives etc) and to the maximum extent feasible rely upon crop rotations, crop residues, animal manures, off-farm organic waste, mineral grade rock additives and biological system of nutrient mobilization and plant protection”. --- source: National center of Organic Farming --- https://ncof.dacnet.nic.in/
Natural farming is a closed system, one that demands no human-supplied inputs and mimics nature. Masanobu Fukuoka (1913–2008), a Japanese farmer and philosopher, introduced in his 1975 book The One-Straw Revolution.




How do I register?


You can register by clicking on the "Sign Up" link at the top right corner of the homepage. Please provide the information in the form that appears. You can review the terms and conditions, provide your payment mode details and submit the registration information.




Are there any charges for registration?


No. Registration on simplesoul.co.in is absolutely free.




Do I have to necessarily register to shop on Simple Soul?


You can surf and add products to the cart without registration but only registered shoppers will be able to checkout and place orders. Registered members have to be logged in at the time of checking out the cart, they will be prompted to do so if they are not logged in.




Can I add more than one delivery address in an account?


Yes, you can add multiple delivery addresses in your simplesoul account. However, remember that all items placed in a single order can only be delivered to one address. If you want different products delivered to different address you need to place them as separate orders




Can I have multiple accounts for members in my family with different mobile number and email address but same or common delivery address?


Yes, we do understand the importance of time and the toil involved in shopping groceries. Up to three members in a family can have the same address provided the email address and phone number associated with the accounts are unique.




What are the modes of payment?


You can pay for your order on simplesoul.co.in using the following modes of payment:a. Cash on delivery. Credit and debit cards (VISA / Mastercard / Rupay)c. UPI payment methods




Are there any other charges or taxes in addition to the price shown? Is VAT added to the invoice?


There is no VAT. However, GST will be applicable as per Government Regulizations.




Is it safe to use my credit/ debit card on Simple Soul?


Yes it is absolutely safe to use your card on simplesoul.co.in. A recent directive from RBI makes it mandatory to have an additional authentication pass code verified by VISA (VBV) or MSC (Master Secure Code) which has to be entered by online shoppers while paying online using visa or master credit card. It means extra security for customers, thus making online shopping safer




If I pay by credit card how do I get the amount back for items not delivered?


If we are not able to delivery all the products in your order and you have already paid for them online, the balance amount will be refunded as per refund policy.




When will I receive my order?


Your order will be delivered to you in 2-3 days, We will notify you in case of any delay or mismatch in delivery.




How will the delivery be done?


We have a dedicated team of delivery personnel and a fleet of vehicles operating across the city which ensures timely and accurate delivery to our customers




Do you deliver in my area?


We are currently delivering in Mysuru City (~7 kms radius from city center)




What is the minimum order for delivery?


There is no minimum order for delivery. We charge Rs 50/- for orders below Rs. 500/-. Delivery is free for orders above 500/-.




How do I contact customer service?


Our customer service team is available throughout the week, all seven days from 10 am to 7 pm. They can be reached at 9900508994 or via email at connect@simplesoul.in




Will Simple Soul or its representative ask for sensitive information such as bank account details, PIN number, card number?


Please note that our customer service or delivery team will never ask you to share information other than your email ID, phone number, and name registered with Simple Soul. If you get any email, call or message from anyone claiming to be from Simple Soul asking for sensitive information such as bank account details, PIN number, card number, etc., please do not share




Why are few product images not of very high quality?


All our sellers are small to medium sized enterprises with minimal or zero bandwidth for non core business activities and hence use of images which just work. We understand the importance of good quality product photography and will be assisting all our sellers in the same. Watch out for high quality photos shortly.




When paying online, the screen hanged and I received a message from my bank that the money has been deducted. What should I do?


No need to worry, online payment has multiple steps:

  • From the website to payment gateway/wallet interface
  • From payment gateway/wallet interface to the Bank/Visa/Mastercard interface
  • Once the payment is authenticated by your bank over Visa/Mastercard interface, the info comes back to the payment gateway which in turn passes the response to the website.
  • Once we recieve the info from the payment gateway, we display the message accordingly.
If due to any issue (slow internet speed, bandwidth fluctuation, browser closure from your side, etc.) this entire loop is broken in the process, the payment info won’t come to us. If you got the message from the bank about the debit but we haven’t received it, you can contact us and we will get it checked from our internal dashboard. Ideally, you can retry it again as normally such failed transactions are auto-credited back to you in a few minutes/hours from the bank. In case amount is debited on both instances, please feel free to reach out to us on connect@simplesoul.in with transaction details and we shall analyse and issue a refund in 7-10 business days.





Subscriptions

What is the cancellation policy?


You can cancel an order anytime prior to your scheduled delivery. Payment is done only after delivery so there will be no fee for prior cancellations.




Is there a subscription fee?


There is no additional subscription fees. We will send out payment details for the items as per your order list and collect payment on delivery or online.




What is the delivery fees?


Free delivery for orders above Rs 300/-. Rs 50 delivery fee will apply other wise.




How often will be delivery happen and at what time?


Deliveries will be done once or twice a month or if your specified schedule. We will call and confirm 1 day prior to delivery for convinient time and payment details.




Can I change my requirement after filling the form


Yes, any time! You can call/Whatsapp us on 8105139191 or email us on connect@simplesoul.in with the changes required - item addition/removal/change in quantity. You have complete freedom.




I don't see payment details in form. How do I make payment?


Payment will be on or before delivery. We have multiple online payment and offline payment modes. We will connect with you over a call and assist further.




Can I pause the deliveries?


Yes, anytime! Just call/Whatsapp us on 91-8105139191 or email us on connect@simplesoul.in with the duration of pause required and we will change our schedul accordingly.




Can I add one time additional items ( outside of subscription)


We will call you one day prior to delivery to confirm the order to accomodate all changes. If you have any last minute changes, feel free to call us or whatsapp on 91-8105139191 or email us on connect@simplesoul.in to assist you with all your requirements.




What if I am unavailable at the time of delivery?


We will always call you one day prior to delivery to confirm the order and delivery timings, if you are unavailable on the scheduled date,we will plan the delivery according to your availability. Also feel free to call us or whatsapp on 91-8105139191 or email us on connect@simplesoul.in to assist you if any last minute changes.




What if I change my mind and do not want any of the items?


We will call you one day prior to delivery to confirm the order to accomodate all changes. If you have any last minute changes, feel free to call us or whatsapp on 91-8105139191 or email us on connect@simplesoul.in to assist you with all your requirements.




Queries on online payment, return and refunds


Our standard policies for payment, returns and refunds apply for subscriptions as well. Please refer to the same.