Help & FAQs

Where is Sohnne furniture made?
Sohnne products are developed and engineered by our U.S.-based Research & Development team. While we source premium components from trusted manufacturers around the world, final assembly and quality control are performed in our U.S. facility. This hybrid production approach allows us to maintain high standards of quality while ensuring global efficiency.

Do you offer customizations or made-to-order options?
Yes, Sohnne offers a limited range of customization options for select products. Through our Product Customization Program, you can personalize certain finishes, fabrics, or dimensions based on availability and design feasibility. All custom requests are subject to review by our product team to ensure structural integrity and production compatibility. To learn more or submit a customization request, please visit our dedicated page here: Product Customization.

Please note: Custom and made-to-order pieces may require additional lead time and are not eligible for cancellation, return, or exchange once production has begun.

Why are Sohnne prices more accessible than original designer brands?
Sohnne operates independently of legacy licensing structures, which allows us to develop design-inspired furniture that pays homage to iconic forms—without the added costs of brand royalties. By combining global sourcing, in-house engineering, and direct-to-customer distribution, we deliver exceptional craftsmanship at a more accessible price point. Our products are not affiliated with or endorsed by the original rights holders.

What materials do you use in your products?
We carefully select materials based on their durability, performance, and visual integrity. Depending on the piece, our furniture may include solid wood, stainless or powder-coated steel, performance fabrics, high-density foam, tempered glass, fiberglass, and other premium-grade finishes. Each material is chosen to ensure the longevity and timeless appeal of every product we craft.

Where is your warehouse location?

Our fulfillment operations are based in San Francisco (USA), Berlin (DE). All orders are processed and dispatched from the nearest facility based on your shipping destination to ensure optimal delivery time and service.

Is it safe to make payments on your website?
Absolutely. All transactions on our website are encrypted using bank-level SSL (Secure Socket Layer) protection. Your payment details are processed securely through PCI DSS-compliant payment gateways, which means your financial information is never stored on our servers or shared with third parties outside of the transaction process.

Which payment methods do you accept?
We support a wide range of secure and trusted payment options to provide flexibility and peace of mind. These include Visa, Mastercard, American Express, Discover, Klarna, Amazon Pay, PayPal, Google Pay, Apple Pay, and Affirm Financing. Each method is processed through verified and encrypted gateways to ensure your data remains protected at every step.

Can I use a buy-now-pay-later option?
Yes. We offer Affirm and Klarna for eligible orders, allowing you to split your payment into manageable installments. These services are subject to approval and are handled directly through Affirm or Klarna’s secure platform. You’ll see available options during checkout.

Is my personal and payment information stored?
No. For your safety, we do not store any sensitive payment information on our servers. All payment data is securely handled by our payment processors in compliance with the latest data protection standards, including GDPR and CCPA.

How can I be sure my payment went through?
Once your payment is completed, you’ll receive a confirmation email with your order details. If you do not receive confirmation within 15 minutes, please check your spam folder or contact our support team at support@sohnne.com for assistance.

Can I update or change my payment method after ordering?
For security reasons, payment methods cannot be changed after an order is placed. If you need to cancel and reorder with a different payment method, please contact our team as soon as possible.

What delivery services are available?
We partner with trusted logistics providers such as DHL, FedEx, and UPS to ensure reliable and secure delivery to your door. The delivery method is automatically selected during checkout based on your shipping address, available carriers, and service efficiency. Delivery timelines may vary depending on your location, the selected carrier, and any unforeseen circumstances during transit.

Which countries do you ship to?
We currently ship to most countries worldwide. Eligible destinations are shown during checkout and may also be listed on individual product pages. If you don’t see your country listed, please reach out to our support team for assistance.

How much does shipping cost?
Shipping fees are calculated at checkout based on your delivery location and the total value of your order. Any applicable import taxes, duties, or customs clearance fees will also be shown during checkout and are the responsibility of the recipient. We are committed to transparency—there are no hidden charges beyond what is shown during checkout.

How long will it take to receive my order?
Most orders are processed and shipped within 2–7 business days after payment confirmation. You will receive a shipment notification along with tracking details once your order leaves our facility. Actual delivery times may vary depending on the shipping carrier, destination, and potential external delays such as customs clearance or regional disruptions.

Can I cancel my order after placing it?
Yes. You may cancel your order within 12 hours of placement, provided it has not yet been picked for shipment. In this case, your order is eligible for a full refund.

What if I cancel after 12 hours?
If the cancellation request is made after the 12-hour window but before the order is shipped, a 5% processing fee will be deducted from your subtotal. This covers administrative and payment gateway costs.

Can I cancel my order after it has shipped?
No. Once your order has shipped, it cannot be canceled. If you still wish to return the item, please wait for delivery and then initiate a return request in accordance with our Return Policy.

Can I refuse delivery to cancel my order?
No. Refusing delivery does not constitute a valid cancellation. The package must first be accepted, and a return request must be submitted through our official process.

Can I cancel customized or made-to-order items?
No. All customized and made-to-order products are considered final sale. Once your order is confirmed, it cannot be canceled, returned, or refunded under any circumstance.

Can I cancel bulk orders (5 or more items)?
No. Bulk orders are non-cancelable once payment has been completed. These orders are prioritized for fulfillment and often involve advanced inventory allocation. Please review your order carefully before confirming payment.

How long is the return period?
We offer a generous 365-day return window, starting with the date of delivery. All return requests are subject to approval and must meet the requirements regarding product conditions and packaging.

What are the return conditions?
Items must be new, unused, and in their original, undamaged packaging. Products that are scratched, stained, assembled, modified, or missing original packaging are not eligible for return. All components, accessories, and inserts must be included.

Can I return part of a set or bundled product?
No. Returns must include all components of the set or bundle. Partial returns are not accepted under any circumstance.

What do I need to initiate a return?
To start a return request, you must provide:

• A clear unboxing video recorded at the time of delivery

• Current product photos showing the condition of the item

• Proof of purchase, such as an order confirmation or invoice

What if I don’t have an unboxing video?
For claims involving damage or missing parts, an unboxing video is mandatory. Without this video, Sohnne reserves the right to reject the return or deny compensation.

How do I start a return?
Send an email to support@sohnne.com with your order number and reason for return. If your return is approved, our team will send you detailed instructions along with a return shipping label. Returns sent without prior approval will not be accepted.

Will I receive a full refund?
If your return request is approved and submitted within 14 days of delivery, you are eligible for a 100% refund (item subtotal and applicable item tax). After 14 days, approved returns are subject to a 20% restocking fee, which will be deducted from your refund.

Are shipping fees refundable?
No. All original shipping fees, return shipping costs, and shipping-related taxes are non-refundable, even if your order qualified for free shipping or used a promotional shipping coupon.

Who pays for return shipping?
Return shipping costs are the customer’s responsibility and will be deducted from your final refund amount, unless otherwise specified in writing by Sohnne.

When will I receive my refund?
Once your return is received, inspected, and approved, your refund will be issued within 30 hours. Please note that any missing documentation or deviation from return conditions may result in delays or denial of the refund.

What should I do if my item is damaged or defective?
If your item arrives damaged or has missing parts, please contact support@sohnne.com within 48 hours of delivery. Your claim must include:

• The original unboxing video

• Photos clearly showing the issue

• Your proof of purchase
  Claims submitted after 48 hours may not be eligible for coverage.

Can I cancel my order?

• Within 12 hours of purchase: Eligible for a full refund if the item has not been picked for shipment.

• After 12 hours: A 5% processing fee applies if the item has not yet shipped.

• After shipment: Orders cannot be canceled. You may proceed with a return request after delivery if the product meets our return conditions.

Can I cancel or return an order placed with a discount or promo code?
No. All orders placed using promotional codes, discounts, or coupons are considered final sale and are not eligible for cancellation, return, or exchange.

Does Sohnne offer a Warranty?

Yes, Sohnne proudly partnered with Mulberry to offer protection against all odds. Your product is now protected by Mulberry.

Is the Affirm payment plan available to everyone?

At this time, Affirm is not available for those outsides of the United States. If you have specific questions about Affirm, please contact Affirm.com/help.

Does Sohnne charge a fee to use the Affirm payment plan?

Sohnne will not charge a fee to use the Affirm payment plan. All terms and conditions of your Affirm payment plan, including any fees and/or interest, are determined directly between the pass holder and Affirm. If you have specific questions about Affirm, please contact Affirm.com/help.

Will my order get fulfilled before I have paid the Affirm payment plan balance?

Yes.

Can I use Klarna on all Sohnne products?

Yes, Klarna is available on most Sohnne products, including our bestsellers and limited-edition collections, subject to minimum purchase requirements.

Is Klarna available for international orders?
For the time being, Klarna is only available to customers with a valid U.S. billing address.

Does Klarna apply to pre-order or made-to-order items?
Yes, Klarna can be used for eligible pre-order items; your first payment may be charged at checkout, even if the item ships later.