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Sohnne - Track My Order

Track My Order

Route

1. Place Order

Confirmation email sent to your inbox.

2. Production

Real-time progress updates in your account.

3. Quality Check

Inspection complete, photos uploaded to your account.

4. Shipment

Inbox update sent. Real-time tracking on your order page.

5. Delivery

Delivery confirmed. Reschedule or book assembly anytime.

Return & Refund

Sohnne offers both in-stock standard products and made-to-order pieces. Because many of our items are handcrafted or custom-produced, please review the applicable section carefully before placing your order.

1. Order Cancellation (All Products)

Within 12 Hours of Order Placement

  • 100% refund
  • No processing fee

12–48 Hours After Order

  • 5% processing fee deducted

After 48 hours, orders may enter warehouse allocation or production scheduling and may no longer be eligible for full cancellation. For made-to-order items, production status determines refund eligibility (see Section 4).

2. Address Changes After Shipment / Tracking Number

Customers are responsible for ensuring that the shipping address provided at checkout is accurate and complete. Once an order has been processed and a tracking number has been issued, the shipment is considered released to the carrier.

If a customer requests a change to the delivery address after a tracking number has been generated, the request will require a carrier-level shipment reroute. Due to the additional handling, administrative processing, and carrier fees associated with rerouting an active shipment, a $200 address change fee will apply.

Address change requests are subject to carrier approval and may result in delivery delays. In some cases, carriers may decline rerouting requests once the shipment is in transit.

To avoid delays or additional charges, please carefully review your shipping information before completing your order.

3. In-Stock Standard Products

These are items currently available in inventory and not custom-configured.

60-Day Return Window Standard products may be returned within 60 days of delivery, subject to the conditions below.

Return Eligibility

  • Item must be unused
  • No signs of assembly damage, misuse, or wear
  • Original packaging must be retained
  • All hardware and components must be included

Returns that do not meet these conditions may be refused or subject to additional deductions.

Restocking Fee Approved returns are subject to:

  • 20% restocking fee
  • Original outbound shipping cost is non-refundable
  • Customer is responsible for all return shipping costs

Sohnne does not provide prepaid return labels for returns, except for items damaged during return transit.

4. Made-to-Order / Custom Products

Custom products include items with custom fabric, finish, dimension, or configuration. These items are manufactured or purchased specifically per customer request and cannot be resold.

Cancellation & Production Terms

  • Within 12 hours — 100% refund
  • After 12 hrs, before production — Subject to approval, up to 20% material allocation fee
  • After production starts — Up to 50% of total order value non-refundable
  • After production completed — Cannot be cancelled, exchange at Sohnne’s discretion

Custom-made products are not eligible for return due to change of mind, comfort preference, or color perception.

5. Production Updates & Account Access

For all made-to-order items, customers will receive:

  • Mid-production email updates
  • Production completion email

Production status is also accessible via the customer account dashboard at: www.sohnne.com/account

Once production commencement notification is issued, the order is considered in active production and subject to applicable custom cancellation terms.

6. Orders Above $2,000

For orders exceeding $2,000, a dedicated account manager will be assigned to:

  • Confirm specifications
  • Provide timeline updates
  • Coordinate delivery
  • Assist with production updates
  • Support documentation for claims

7. Shipping, Delivery & Signature Confirmation

Unless otherwise requested, all deliveries above $1,000 require signature confirmation to ensure secure receipt. Customers may request a signature waiver in writing via email prior to dispatch.

If signature is waived at customer request:

  • Carrier delivery confirmation constitutes proof of fulfillment
  • Customer assumes responsibility for loss or theft after confirmed delivery

If signature confirmation is completed, the order is considered successfully delivered.

8. Inspection, Damage & Defect Claims

Customers must inspect their order within 7 days of delivery.

Required Documentation To qualify for shipping damage or manufacturing defect claims, customer must provide:

  • Continuous, unedited unboxing video starting before the package is opened
  • Clear photos of product
  • Photos of outer packaging
  • Photo of shipping label

Claims submitted without complete documentation may not qualify for replacement or refund.

If approved, Sohnne will provide:

  • Replacement parts
  • Repair solution
  • Replacement item (if necessary)

Store credit or refunds are issued only if repair or replacement is not feasible.

9. Color, Material & Comfort Disclaimer

Due to lighting conditions, screen calibration differences, and handcrafted material characteristics, slight variations in color, tone, texture, or grain may occur and do not qualify as defects.

Comfort perception is subjective and may vary by individual preference. Comfort dissatisfaction alone does not constitute a manufacturing defect.

10. Refund Processing

Approved refunds will be issued to the original payment method within 2–5 business days after inspection or approval. Processing time may vary depending on payment provider.