Step-by-Step Guidance to Resolve Any Delivery Concerns Smoothly
Step 1: Check and Document Everything Before Signing
Before signing the Proof of Delivery (POD), take a few minutes to inspect the delivery. This is important to ensure any issue is properly noted and can be resolved quickly. Here’s what to check:
Carton damage – Look for dents, tears, holes, or crushed areas on the box
Product damage – For customers who selected White Glove Delivery, carefully examine the product itself
Property damage – Check for any scratches, marks, or impact caused during delivery to your home or premises
To help with claims or faster resolution:
Take clear photos of any damage or issues before signing the POD
If possible, ask the delivery team to acknowledge the damage on the POD
Step 2: Report the Issue Immediately
If something doesn’t look right, it’s important to report the issue straight away—while the delivery team is still present. Acting quickly ensures we can resolve the matter without delay. To report the issue, please email support@sohnne.com and include the following:
Your order number
Photos and videos clearly showing the damage or concern
Original packaging, including any damage or labels
Any additional supporting documents (e.g., delivery receipt, POD, or inspection notes)
Brief description of what happened during delivery
Once we receive a complete set of required documentation, our support team will begin reviewing your case. Reviews are completed within a maximum of 30 hours after all files are submitted.
Please note:
If any of the required documentation is missing, our team will not be able to proceed with the review until all necessary materials are received.
We’re committed to helping you resolve the situation as smoothly and efficiently as possible.
Step 3: Still Need Help?
For more information about how our delivery process works, including your rights as a customer, visit our Delivery Page. You’ll find detailed information on Proof of Delivery, damage claims, and how we protect your furniture throughout the shipping process.