Do you offer free shipping?
We don’t offer free shipping. Instead, we keep product prices honest and transparent by separating shipping fees, which are calculated fairly based on your order value and delivery location.
Are there extra fees for apartments or multi-story buildings?
Yes. If your building requires special handling—such as delivery beyond the ground floor or through elevators—any additional access fees will be your responsibility.
When will my order be shipped?
Once your payment is confirmed, we’ll process and dispatch your order within 1–2 business days. You’ll receive a tracking link as soon as it’s on its way.
How can I track my order?
You’ll find a tracking link in your shipping confirmation email. You can also visit sohnne.com/order-status to check real-time delivery updates.
Can I change my delivery address after placing an order?
Yes—if your order hasn’t been processed yet. Contact our support team immediately. Once an order is shipped, the address can no longer be changed.
What happens if I’m not available during delivery?
Our delivery partner will attempt to reschedule. If re-delivery is required, any related fees will be billed to you directly.
Are my items insured during shipping?
Yes. Every order is covered by Route™ Shipping Protection, which includes compensation for loss, damage, or theft during transit.
Do you ship to APO, FPO, or DPO addresses?
Not at this time. Our shipping partners don’t support military or diplomatic addresses. We recommend using a U.S.-based forwarding service for these deliveries.
Can I choose the delivery date and time?
Our delivery partners will reach out to schedule a time window. While we aim to be flexible, specific time requests may not always be available.
Can someone else receive the delivery on my behalf?
Yes. A trusted person can accept the delivery as long as they’re at the shipping address and available to sign, if required.
What should I do if my package is marked as delivered but not received?
First, check with neighbors, building staff, or the front desk. If you still can’t locate the package, contact us within 48 hours so we can file a claim.
Can I delay or hold my shipment?
In most cases, yes. Let us know before your order ships so we can coordinate with our logistics partner. Extra fees may apply.
What happens if my package arrives damaged?
All orders are covered by Route™ Shipping Protection.
Report visible damage within 48 hours.
Report concealed damage within 90 days.
To file a claim, visit the Route™ portal, provide tracking info, and upload photos. Claims are processed in 5–7 business days. Sohnne will assist, but final decisions are made by Route™. Coverage is limited to the product and shipping value.
Will all my items arrive together?
We always try to ship everything together. However, some items may be sent separately due to size differences, fragility concerns, or warehouse locations—this helps protect your items and optimize shipping costs.
Why was my shipping fee higher than expected?
Shipping rates vary based on location, item size, and delivery method. Services like White-Glove or remote area surcharges may affect the total.
Do you ship internationally?
Yes, we ship globally. International delivery times, taxes, and duties are shown at checkout before you complete your purchase.
Do I need to pay VAT when ordering from the UK?
Yes. VAT is already included in the price shown at checkout. Sohnne handles all VAT payments and paperwork for you.
Can I claim back VAT on my purchase?
No. Sohnne takes care of all customs documentation and charges. You won’t have to pay anything extra upon delivery.
Do I need to do anything regarding customs or import duties?
No. Sohnne handles all customs and import duties for UK and EU orders. You won't be charged extra at delivery.
How are shipping fees calculated for UK customers?
They’re based on your order value and shipping location. All fees are displayed clearly during checkout—no hidden costs.
What should I do if my order is delayed beyond the estimated delivery time?
Check your tracking first. If there’s no update for 5+ business days, contact our support team and we’ll investigate right away.
What should I do if I received the wrong item?
Take photos of the item and packaging, then contact our live chat support. We’ll arrange for a replacement as quickly as possible.
Can I dispute a charge for an undelivered order?
Yes. If tracking shows no delivery, we’ll work with the carrier. If the package is confirmed lost, you’ll receive a replacement or refund.
How do I file a claim for a lost or stolen package?
If your order was marked as delivered but you didn’t receive it, notify us within 7 days. We’ll help you file a claim through Route™.
Can I request a refund if my package is returned due to an incorrect address?
Yes. We can reship it to the correct address, but new shipping charges will apply. Contact us to arrange this quickly.
What if I have a dispute regarding shipping charges?
Contact our support team for a full review. If there was a billing error, we’ll make it right.
How long does it take to resolve a shipping dispute?
Most are resolved in 5–7 business days. If a carrier investigation is required, it may take longer.
Do I need to provide any documents when filing a dispute?
Yes, we may request proof such as your order confirmation, tracking link, or photos of damage—depending on the case.
Are taxes and duties included in my shipping fee?
For shipments to the U.S. and Europe, taxes and duties are calculated during checkout. Any additional fees from local customs upon delivery are the customer's responsibility.
How are taxes and duties calculated?
They’re based on your destination country's regulations and shown at checkout, so you know the full cost before completing your order.
What is my responsibility regarding customs fees?
We calculate and collect most taxes at checkout. However, you’re responsible for any unexpected local customs fees charged at delivery.
Why do we mention the United States and Europe specifically?
Because a large portion of our customers are located in these regions. However, customs policies apply to all international orders, not just those from the U.S. and Europe.
Who should I contact if I have questions regarding taxes, duties, or additional fees?
Contact your local customs office for region-specific fee questions
For help during checkout, reach out to our customer service team
Can I prepay taxes and duties at checkout?
In some countries, yes. If prepayment is available, the option will appear at checkout. Otherwise, fees will be due upon delivery.
What happens if I refuse to pay customs fees upon delivery?
The order may be returned to us, and return shipping + additional fees will be deducted from your refund.
Do international orders require additional paperwork for customs clearance?
Sohnne handles most customs documentation. In rare cases, some countries may request additional verification, which may delay delivery.
How can I estimate my customs fees before placing an order?
We recommend checking with your local customs office for the most accurate estimate based on your country’s import regulations.
What happens if I want to return my order and I paid VAT?
If your item is eligible for return, any VAT included in your purchase will also be refunded—provided return conditions are met.