Shipping & Delivery

Contract Delivery

Free Shipping

International and Bulky Item Shipping

Shipping Beyond Our Standard Service Area

Measuring Your Space

Scheduling Your Delivery

Once your order is ready for delivery, we'll be in touch to let you know when it will arrive and what to expect on delivery day. Depending on your level of service, our team will either complete a contactless delivery or safely enter your home to deliver and build your furniture. You'll never receive a surprise delivery; our team will determine a set date and time window for receiving your new furniture. Smaller items are often sent via courier. These deliveries are not scheduled in advance, but we will share tracking information so you know when to expect your order. Your delivery time window will be provided 24 - 48 hours ahead of your scheduled delivery date. *Please note that in-room and in-room + assembly delivery options are only available in the USA now.

Delivery Day

With contactless delivery, your order will be delivered to the front door of your house or apartment. If you live in a multi-unit apartment building, we'll deliver to the front door of your apartment whenever possible. Some multi-tenant buildings restrict access to non-residents; in the cases, our team will deliver to the closest point to your h ome that they can safely. For In-Room and In-Room + Assembly deliveries, our team will only enter your home when appropriately masked and while wearing protective slipcovers on their shoes. On the day of delivery, you'll receive a notification when the deliverey team is approximately 30 minutes away.

Unboxing And Box Removal

To avoid repacking fees if you'd like to exchange or return your item(s), we ask that our delivery partners not dispose of order boxes. Until you're certai your Article piece is right for you, we recommend folding the box(es) flat and storing it away.

Certificate of Insurance

If your building requires a Certificate of Insurance for delivery, our delivery partners can help set one up once your order is placed. Please email us and, if possible, provide a template from your building management (as many buildings will require a certain format). If you don't have a template, you can provide the name, address, and the dollar amount you would like on the COI.

Local Delivery Partners

Please let us know if you have refused your order at the time of delivery, and we'll be happy to process an exchange for another item that suits your space better. In this case, we won't charge additional shipping fees and will charge or refund you any difference in price between the products. Otherwise, refused orders will be processed as a return. Once the item is returned to our warehouse, you'll be issued a refund of the item's price minus a return shipping cost of $49. Your initial shipping will not be refunded as the delivery was serviced. If we don't receive notice of a refused delivery from you, there could be a delay in issuing the refund. If the item was refused due to damage or defect, please send us photos so we can review and resolve the issue.

Refused Delivery

If your account shows your order is with a local delivery partner, they should contact you in approximately two business days to schedule delivery. If you haven't heard from them after this time, contact us, and we'll follow up on your behalf or provide you with their direct contact number.

Estimated Delivery Windows

We are not able to guarantee exact delivery dates for our orders. However, we provide delivery estimates based on stock levels and anticipated shipping routes. This information is updated in real-time and can be found on the left side of the product page where it says “Delivered to (input your zip code)” below the pictures of the item you're looking at. For our larger items (which are not shipped via courier), you can schedule a delivery appointment with your local delivery team. As soon as your item(s) arrive with the delivery team, they'll be in touch (typically within 1-2 business days) to schedule an appointment. If you order multiple items, your delivery will be based on the longest ETA. We'll wait to ship until all your items are in stock to reduce the disruptions to your schedule. To access your most up-to-date shipping ETA, log in to your My Account page, which will reflect the most recent information we have on hand. Please note we are unable to provide expedited shipping on any orders.

Out Of Stock

If you notice an “in stock in X weeks” notice on the product page, you'll still be provided with an estimated delivery window if you enter your zip/postal code. This delivery window is subject to delays caused in transit. We will notify you via email of any delays once the product is on its way from the manufacturer to our warehouse.

Customs Support Guarantee

Sohnne acknowledges the necessity of a transparent customs declaration process for international shipments. We assure our clients that within a 30-day window from the date of purchase, we will actively support any requirements related to customs declarations. Our expert team is on hand to provide detailed guidance, ensuring that your rights are fully protected during this period.

Please be assured that Sohnne will absorb any fees incurred as a result of customs declarations within this timeframe. We are committed to providing our clients with a hassle-free experience, free from concern about additional financial obligations that may arise from such proceedings.

Order Holds

If you'd like to receive your order later than the estimated delivery window, you can add delivery instructions at the checkout. Please include the date you'd prefer delivery on (or after), and we'll place a temporary hold on your order. We can only hold items for up to 30 days.

Delivery Date Requests

While we cannot guarantee a specific delivery date when you place your order, we will provide you with an ETA window at checkout. You can add delivery instructions noting your request for a delivery date that's within the ETA window or slightly after the ETA window. The carrier will do their best to accommodate this if the item arrives at their facility in time. Delivery appointment availability varies depending on the local delivery partner in your area. You can only make an appointment once the order is at the local delivery partner's facility, so we cannot guarantee a specific day when placing your order. However, generally, this will be between 9 am and 5 pm, Monday to Friday. The partner in your area may be able to accommodate deliveries outside this time, so feel free to inquire when they contact you to arrange a delivery date. You'll receive updates as your order is processed and shipped from our local warehouse.

Post-Delivery Product Assurance

At Sohnne, we pride ourselves on the exceptional quality of our products. Before dispatching, our quality assurance team conducts a thorough inspection of your items to ensure they meet our rigorous standards. Nevertheless, should you receive an item that is damaged, we extend our sincerest apologies for any inconvenience caused.

Please report the issue to us within 48 hours of receiving your order, and if possible, include photographs to illustrate the specific problem. Our customer service team will promptly review your case and determine the most suitable resolution. Options may include returning the product to our warehouse, sending the item back to us, issuing a full refund, arranging for a repair, or sending a replacement product, depending on availability. We are committed to ensuring your satisfaction and will strive to address your concerns swiftly and efficiently.

Split Deliveries

If your order contains several items, we typically wait until it is in stock before shipping it out to ensure one delivery fee and delivery date. If some products in your order are on backorder, they may delay the rest of your delivery. We will present an option at checkout to receive your in-stock items sooner. If there is a 10-day difference between the end of the first and second estimated delivery window, we will split the deliveries for free. In all other cases, separate shipping fees will be charged if you choose to have separate deliveries. Please note that additional shipping charges may apply if you live outside of our standard shipping area. We may choose to split smaller items that will be shipped separately via courier (FedEx), which may mean you'll receive them sooner than other pieces in your order. Please visit your My Account page to track your order status.

Cancellations

If you’d like to cancel your order, log in to your My Account page and click the ‘Cancel Order’ button beside the affiliated purchase. You will receive a confirmation email shortly after. We’ll arrange a full refund if your order hasn’t shipped yet. If it has shipped, a return shipping fee will apply to ship the item back to us. Depending on your credit card provider, it may take up to 10 business days for your refund to be reflected on your balance. There is a 5% cancellation fee to cover transaction processing costs. These charges are not refunded to us if we process a cancellation. However, for a made-to-order item, it cannot be canceled once the production starts.