FAQs
The Basics
What is Oisoy?
Oisoy is a snack box service for people who love to try snacks and drinks from across Asia. You can purchase our boxes as a one-off purchase, or save by enjoying our hassle-free subscription service. Each month we deliver a box of amazing Asian snacks, straight to your door! You can discover more about us here
What kind of snacks would be in my box?
You can expect to receive snacks from sweets to crisps to biscuits to chocolates to drinks and lots more! We include all types of snacks and only pack the best and most delicious snacks from across Asia! You can get an idea of the snacks we send by checking out previous month’s boxes.
We source products from Korea, China, Japan, Thailand, Taiwan, Malaysia, Indonesia, Vietnam and the Philippines.
How many snacks do I get?
You will receive 10+ snacks in your box each month.
Your box will include a leaflet that provides information about the snacks inside of your box – including nutritional information and any allergens.
How long are your subscription plans?
We offer a monthly, 3 month, 6 month and 12 month subscription plan. Unlike gift plans, normal subscriptions will automatically renew until you cancel them.
You can cancel or change your plan at any time from your account settings, or you can contact us.
Can I choose which snacks I receive?
Unfortunately not. We carefully curate each months box to give you some wonderful treats to try and cannot modify them. If there is a snack there you’re not so keen on, we would encourage you to share it with a friend or family member so they can enjoy the box with you!
I have a food allergy/dietary requirements. Can you accommodate this?
Unfortunately we cannot cater to all the allergies and dietary requirements. All the products will either be labelled with ingredients/allergens or be listed in the accompanying leaflet. It is your responsibility to carefully read this information before consuming the snacks.
Orders and Refunds
Do I need an account to order?
Yes you will need an account when subscribing. This is important as it will allow you to manage your personal and billing information, track your orders, change or cancel your subscription and more.
How do I track my order?
We use Royal Mail to send out your orders. You can track your order every month using the tracking number we email you.
If you have any problems or didn’t receive your tracking number, please contact us.
You will also receive a SMS text message from Royal Mail with delivery updates, therefore it is important to provide a phone number during checkout
How do I change, pause or cancel my subscription?
If you would like to change your subscription plan, i.e. from monthly to quarterly, then you can do it by contacting us or by yourself.
To do it yourself follow the instructions below.
- Navigate to the My Account page.
- Scroll down to the “My Subscriptions” table.
- Press the “view” button next to your subscription you want to modify. You will then be directed to a page where you can, cancel or suspend an active subscription, change your subscription plan, change the payment method used for automatic recurring payments, etc.
- Select the appropriate action and you’re done!
What is your policy on refunds and returns?
You can find full details of our Refunds and Returns policy here
If you have any further questions, please contact us.
How do I give a subscription as a gift?
Sign up for a subscription as a customer, but make sure you enter the address of the lucky person you’re buying for as the shipping address.
Don’t forget you will need to manage the subscription from your account if you don’t want it to auto-renew after your chosen term.
What if my box is lost or stolen?
If you have not received your box, please be sure to check your tracking number with Royal Mail. If your tracking number says it has been delivered, we suggest first checking with your neighbour, or someone who might have a similar address to you, in case it might have been delivered there by mistake. If you still cannot locate your box, you will need to file a claim with the delivery service. In such cases it’s important to contact us too, so we can assist you.
You must notify us within 14 days of the dispatch date for any missing boxes. After this time we cannot replace your order.
What if my box is damaged?
The box is there to protect the items inside, so if only the box is damaged and not the snacks then hopefully you can still enjoy everything.
If the damage of the box has resulted in the loss or damage of the products, then please contact us with lots of photos clearly showing the box, the damaged items and everything received and we will look into it for you.
What if I don't like the snacks I received?
We try to ship the best tasting snacks every month to you. Sometimes you might not like them as we all have different likes/dislikes when it comes to new foods and flavours, but don’t worry we get new snacks in all the time, which means there’s snacks for everyone.
If something isn’t to your taste, why not share it with friends, family or co-workers?
Do you accept returns?
No! We don’t accept returns as the snacks are perishable and we cannot risk tampering. If you have any problems with the box you have received, you can contact us and we will try to help you.
Our refund and returns policy can be found here.
Shipping
Where do you currently ship to?
We currently ship only to customers to the UK.
Our delivery information can be found in more detail here
When will my Oisoy box be shipped?
Your first box will be shipped to you at the point of order. For existing customers, your account will renew on the monthly anniversary of your order, and your box will be shipped out shortly after.
Please note, shipping times stated here, are an estimate, shipping times can vary month-to-month. You can always check the status of your order (and see when it will ship) in your account settings.
How long does my Oisoy box take to arrive?
For UK customers, we ship using Royal Mail’s Tracked 48 service, so it should be with you within 2 working days from despatch.
You can track your order with the Royal Mail Tracking number provided using the Royal Mail website
How do I change my shipping address?
To change your shipping address it’s pretty simple.
1. First login to your account.
2. Click on “Addresses tab” on the left hand side of the screen.
3. Then “edit” button next to where it says shipping address.
4. Change your shipping address in the boxes.
5. Press save address when you’re done.
Please note, you need to change your address approximately a week before the next shipping date (i.e. a week before the 22nd), or you risk your box being delivered to the old address!
Billing
What forms of payment do you accept?
We accept Visa, Mastercard and American Express credit cards and debit cards from our Checkout page. If using your mobile we also accept Apple and Android Pay. All of our payments are processed through the Stripe Payment Processor.
When will I be billed?
With a rolling, monthly subscription, you will be billed for your first month immediately upon sign-up. Your plan will automatically renew (don’t worry, you can cancel anytime, from your account settings) on the same date of your first payment at each renewal.
To take advantage of prepayment discounts, you will pay in full at sign-up for the 3, 6 or 12 months you have subscribed for.
Can I apply a coupon code to every order?
Coupon codes are only applied to your first box, and every box after that will be charged regular price. Follow us on our social media and sign up to our newsletter so you don’t miss out on coupon codes!
How do I change my billing details?
All changes can be done from your account, where you can update your payment details and billing address.