Do you offer free shipping?
Shipping is not free but we do offer a competitive flat-rate shipping within the continental U.S., U.K., and Europe, with no hidden costs.
Are there extra fees for apartments or multi-story buildings?
In most cases, no. However, if your building requires special handling (such as stair carries beyond the second floor or elevator reservations), additional service charges may apply from the delivery partner.
When will my order be shipped?
In-Stock Items: Ready to ship from our warehouse within 2–5 business days from the date of your order.
Pre-Order Items: Our best-sellers sell out quickly. If out of stock, they'll be shipped directly to your address as soon as it’s restocked, typically within 3-5 weeks.
Custom Order Items: Crafted just for you with a 3-week production cycle, including hand-finishing and quality control. After final processing, your order will be shipped directly to you within 5–7 weeks.
How can I track my order?
A tracking link will be sent in your shipping confirmation email.
You can also log in to your Sohnne® Account and check real-time updates under My Orders.
Can I change my delivery address after placing an order?
Yes, if your order hasn’t shipped yet. Contact our support team as soon as possible—ideally at least 3 business days before delivery. Once shipped, address changes may not be possible.
What happens if I’m not available during delivery?
Our delivery partner will attempt to reschedule. If re-delivery is required, any related fees from the delivery provider will be billed to you.
Are my items insured during shipping?
Yes. Every order is protected against loss or damage during transit. If your item arrives damaged, please reach out to us promptly so we can arrange a replacement or file a claim.
Do you ship to APO, FPO, or DPO addresses?
Not at this time. We recommend using a U.S.-based forwarding service.
Can I choose the delivery date and time?
Our delivery partners will provide a delivery window. While we try to accommodate preferred times, specific requests may not always be possible.
Can someone else receive the delivery for me?
Yes. A trusted person can accept your delivery if they are at the shipping address and able to sign if required.
What should I do if my package is marked as delivered but I haven’t received it?
First, check with neighbors, building staff, or your front desk. If it’s still missing, contact us within 48 hours so we can investigate.
Can I delay or hold my shipment?
Yes, if the order hasn’t shipped yet. Contact us early so we can coordinate with the delivery partner. Additional fees may apply for extended storage.
Will all my items arrive together?
We try to ship everything together, but some items may ship separately for protection or due to warehouse locations.
Do you ship internationally?
Yes, Sohnne® ships worldwide. International taxes and duties are calculated at checkout where applicable.
Do I need to pay VAT or customs duties?
U.K. & EU: VAT is included in the checkout price, and Sohnne® handles all customs paperwork.
Other countries: Taxes/duties are shown at checkout if available. If not, local customs may collect them upon delivery.
Who should I contact if I have questions about taxes or fees?
Your local customs office for region-specific details.
Our customer service team is available for assistance during checkout.
What happens if I refuse to pay customs fees upon delivery?
The order may be returned to us. Return shipping and any additional fees will be deducted from your refund.
What if my order is delayed?
Please check your tracking link first. If there’s no update for more than 5 business days, contact us for assistance.
What if I receive the wrong item?
Please take photos of the item and packaging, and then reach out to us. We’ll arrange a replacement as quickly as possible.
What if my order arrives damaged?
Report visible damage within 48 hours and concealed damage within 7 days. Kindly provide photos to assist us in processing a replacement or claim.