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Shipping & Delivery
Last Updated: February 29, 2024
We take delivery as seriously as we take design. So, we pride ourselves on delivering fast, affordable, and communicative service. Below, you’ll find a breakdown of our shipping options.
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We’re still delivering across the USA and EU countries with updated COVID-19 measures to help ensure our customers’, team, and community’s health and safety. Learn more about our COVID-19 response.
Contract Delivery
We have introduced contactless delivery as our default delivery option to ensure your safety and convenience. Contactless delivery means:
- Your item(s) will be delivered to the front door of your house or apartment.
- Our team will knock or buzz and greet you at your door while maintaining a six-foot social distance.
- Your signature won’t be required — our team will photograph your order at your doorstep as proof of delivery.
- For multi-unit apartment buildings, we’ll deliver to the front door of your apartment whenever possible. If building access is restricted, delivery will be made to the closest point to your home that our team can safely reach. Contactless delivery is available at a flat rate of $0, regardless of your order size or quantity.
Free Shipping
Shipping Fee
We offer free shipping on qualifying orders and locations. However, free shipping does not apply to trade or business purchases; regular rates will apply. For certain areas beyond our standard service area, such as Hawaii, Alaska, Puerto Rico, Canada, and other locations, additional fees may apply due to higher fuel and labor costs. These extra charges are presented as a flat rate and will be calculated and displayed during checkout.
If you are ordering items labeled as ‘bulky’ or with a note stating ‘additional shipping may apply,’ the shipping cost will be determined based on the nature of the goods and the delivery destination. A member of the Sohnne team will contact you before dispatching your order to discuss any potential additional fees. If the delivery costs are not as expected and you choose to cancel, we will issue a full refund for that order.
Shipping Orders
We ensure your orders are dispatched within 1-2 business days post-payment processing. Delivery dates provided are estimates, and while we strive for accuracy, delays may occur due to order verification or timing. Please be aware that your order may arrive in separate shipments. By placing an order with Sohnne, you enter into a shipment contract, meaning that the risk of loss and title for such items pass to you upon handover to the carrier. For international deliveries or items marked as ‘bulky,’ specific shipping costs and potential additional fees will be communicated to you before dispatch.
Taxes and Duties
For orders shipped within the USA and to European countries, applicable taxes and duties may apply and will be calculated at checkout. It is essential to ensure that you are aware of and comply with any local tax and duty regulations in your region. Sohnne is not responsible for additional fees that may be imposed upon delivery by local customs authorities.
Address Accuracy
It is crucial that you provide a complete and correct delivery address. Once your order has been prepared for shipment or has been shipped, we are unable to change the shipping address. If a package is returned to us due to an incorrect or incomplete address provided by you or your agent, we will contact you immediately for a correction. The package will be re-shipped at an additional shipping fee, and any applicable taxes or duties may apply. A daytime telephone number must be included for all orders. If the carrier returns an undeliverable package to Sohnne, please contact us to make arrangements for reshipment.
Delivery Times
When you place an order on the Sohnne website, you will receive a shipping confirmation email. Please ensure that your email address is correct. You can also track your order via the tracking information provided in the email. Delivery times may vary based on your location and any customs processing times if applicable.
Standard Shipping
Products shipped via standard service are normally dispatched within 1-2 business days after receiving your order. Shipping times may vary depending on the destination, and any applicable taxes or duties will be the responsibility of the recipient.
International and Bulky Item Shipping.
All our shipping fees are presented as a flat rate for deliveries within the USA. For international deliveries or items labeled as ‘bulky’ or with a note stating ‘additional shipping may apply,’ the shipping cost will be determined based on the nature of the goods and the delivery destination. A member of the Sohnne team will reach out to you before dispatching your order to discuss any potential additional fees. In the unlikely event that the delivery costs are not as expected and you decide to cancel your order, rest assured that Sohnne will issue a full refund of the charged amount for that order to your card.
We ensure the delivery of your item(s) right to the front door of your house or apartment building. Please note that for apartment deliveries, Sohnne does not include the service of carrying items inside or upstairs.
In the case of any missing products, we ask that you promptly contact our Supply Chain Logistics (SLC) team to provide evidence for the missing item(s), and we will take the necessary steps to address the issue.
Shipping Beyond Our Standard Service Area
We are committed to providing our customers with affordable and competitive delivery options. Please be aware that shipping to certain areas, such as Hawaii, Alaska, Puerto Rico, Canada, and other locations outside our standard delivery zone, may incur additional fees. These extra charges reflect the higher costs of fuel and labor required for delivery to these areas.
We offer the convenience of a flat rate for these fees, ensuring that the shipping cost remains the same regardless of the number of items in your order. The specific shipping fees applicable to your location will be clearly calculated and presented during the checkout process. Simply input your zip/postcode in the checkout summary to view the shipping price for your address. Additionally, any returns from outside our standard service area will also be subject to a return fee that matches the original shipping fee.
Measuring Your Space
Product and box dimensions are listed on all product pages, and we recommend measuring your space to see if a product is the right fit for your space and can be transported into the room quickly. Generally speaking, the door width should be greater than the box’s height. However, there are several other factors to account for, including (but not limited to):
- Obstructions behind the door
- Corners the box have to be maneuvered around
- Hallways or internal doors
- Stairways (both the length of the stairway and corners it must move around)
- Measurements of an elevator
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 these cases, our team will deliver to the closest point to your home 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 delivery 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 certain 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.
