We try to answer your questions here. Should you have any questions not listed here, please do not hesitate to contact us.
***About Products***
Q. Can I make soya milk with a blender?
A. Some blenders can make soy milk with special attachments, but they don't heat it. Soy milk must be properly cooked before consumption. You must then ensure the milk heated thoroughly. Heating soy milk without boiling over or scorching is the most important and difficult part of making soy milk. If you make soya milk regularly we would recommend you use an automatic soya milk maker. Quick and easy. And the milk smells and tastes better due to the unique alternate heat and grind process.
Q. Why is your price for soya milk makers lower than most?
A. If you have been shopping around for a soya milk maker, you will notice that our price is almost 50% cheaper than some other retailers offer. And our price is for a new model, whilst theirs is for the old models with filters! The main reason, we believe, is that we source soya milk makers directly from the manufacturer, and we organise importing & shipping stuff ourselves. (Jade used to work as a product sourcing specialist for a big importer! ) So we are able to cut down bought-in costs, and pass on the price benefits to you. We are confident that our soya milk makers are of top quality in terms of ease of handling, cleaning, and function. Our supplier is very proud of being one of the very few soya milk maker manufacturers in China who have obtained the CE certification. We also did extensive sample testing before purchase, and were satisfied with their product quality.
Q. What is the bean to milk yield?
A. The yield varies depending on the soya milk maker you use. The figures for our soya milk makers are: input 60g dried soya beans, add water 1.3-1.5litre, output filtered soya milk 1-1.2litre.
Q. How much would I spend on soya beans to get 1 litre soya milk?
A. The cost of soya beans is, if purchased from us, approx 6 pence per litre.
Q. What brand is your soya milk maker?
A. We source our soya milk makers directly from a reputable manufacturer in China, who produces soya milk makers for a number of big resellers/importers. The products are branded under different names for different markets. The brands associated with the model we sell here, are Babao or Qiyu. Babao is an established brand in China, however less well known in Europe because the manufacturer previously focused on domestic market.
Q.Does your soya milk maker meet EU consumer safety, health or environmental requirements?
A. Yes our soya milk makers are CE approved, which asserts that they meet all the essential requirements of the relevant European Directives that provide for the CE marking. We obtained a scanned copy of Certificate of Conformity from the manufacturer. Copies available on request.
Q. Does your soya milk maker make cold nut milk?
A. Yes it does. There is a separate function for making cold nut milk. There is also a function for making rice milk.
***About Purchase***
Q. How do I pay online?
A. For your protection we recommend Paypal as the online paying method. Don't worry if you do not have a Paypal account. Just proceed to the online payment page and the Paypal gateway will take payment from your Credit/Debit Card. However if you prefer paying via Cheque or Bank Transfer, please contact us.
Q. Is there any discount if I buy more?
A. Yes we give discounts for bulk purchase on soya milk makers. 5% off for quantity between 2 and 5, 8% off for quantity between 6 and 9. For discounts on order quantity over 10, please contact us. The discounts are given on product prices before delivery.
Q. Do you offer trade discount?
A. Yes if you buy 10+ soya milk makers you qualify for trade discount. Please contact us for details.
***Product Delivery***
Q. How much is the delivery charge?
A. For UK customers our delivery cost structure is a flat fee GBP1.99 plus further fees by product weight. Please select a product and view the cost in your basket before payment. We do not charge for handling or packaging.
Currently we use courier to deliver soya milk makers and Royal Mail to deliver other small orders. Shipping cost for 1 soya milk maker within UK is GBP 8.49.
Delivery costs varies according to the location for EU customers. Please send us individual inquiry.
Q. How long does it take to receive my order?
A. We despatch an order within 24 hours. Once it is despatched we have no control over the process of delivery. For a UK order it usually takes up to 3 working days if the order is with Royal Mail, and 1 working day if the order is with UPS/DHL.Please contact us if you do not receive your order within 7 days of payment.
***Product Returns***
Q.What is your policy on product returns?
A. 1. Damaged products
If upon receipt of your goods you find they are damaged please notify us immediately by email quoting your invoice number and retain the damaged packaging. Some couriers need notification within 24 hours for us to be able to make a claim and they may need to inspect the damage.
2. Incorrect order
If you receive a wrong order due to our error, we will send you the correct goods a.s.a.p on return of the incorrect goods. We will refund you the postage of returning the incorrect order.
3. Faulty products
We strongly recommend that you contact us to discuss this before returning the goods. This is because very often we are able to resolve the problem you are experiencing without you having to go through the trouble of repacking and returning the item. If we are unable to resolve your problem, we will arrange for a return.
Please send us information detailing the reasons why you think the product is faulty. If the goods are faulty they will be repaired, replaced or refunded. If the goods are found to not be faulty then we will have to charge for the time spent testing the equipment and also for any collection or return of the goods to you at our standard delivery rates.
4. Unwanted goods
Please return it to us within 7 working days of receipt. Product must be un-used, in original packaging with manufacturers instructions.Please include your name, address, invoice number and reason for returning the item. We will refund you the cost of your purchase. Please note the postage paid at your purchase is not refundable as we can not claim the cost back from the courier.
IMPORTANT NOTICE OF PACKAGING: Goods must be returned with sufficient outer packaging to ensure that no damage is caused in transit. Make sure the power plug is packed in sufficient wrapping so that it cannot scratch, dent or break the equipment in transit. Please be aware that on high value items you may be required to take additional insurance through your carrier, as most standard in transit insurance is only about GBP12 per kilo.
***Customer Service***
Q.How do I make a complaint?
A.If you wish to compain about our service, please contact us. We will get back to you within 24 hours.
Q. Can I contact you for information if I am not a customer?
A. Yes sure we would like to hear from you. You can email us at anytime for soya or any other health food information. The legal stuff here is that we are not qualified to give any nutritional advice. However we are always happy to help you find out information.
***Security and Privacy***
Q. Do you collect customer’s information?
A. We collect the details you provide to us (typically your name and email address) when you contact us through enquiry form or email, purchase online, or joining our mailing list. This is to assist us in providing better service.
Q. Are my details secure with you?
A. Yes We are committed to ensuring your information is secure. We never pass your data to third party for their marketing purposes. If you have any queries about this Privacy Policy, please contact us.
Q. Why don't you provide contact phone number on the website?
A. Initially we published our contact details on the site. We have soon decided to remove them due to the increasing number of marketing calls to us. Being a small business we are trying to focus on providing excellent services to our customers, not to be distracted away! We believe email communication statisfies the need of most online customers. However if you need to speak to us, by all means, send an email and we will give you our contact numbers. We are more than happy to talk to you.
SOYA MILK MAKER DIRECT, SOYA DIRECTTM 2009 All rights reserved.
