Shipping policy
Every Sonsole is dispatched from our fulfilment centre in Madrid, Spain. We work with Huboo and selected delivery partners to prepare and deliver orders safely across our European markets.
Dispatch
Orders are normally dispatched within one business day after payment has been successfully confirmed.
Orders placed on weekends or public holidays are processed on the next business day. During exceptionally busy periods, dispatch may take slightly longer. Should a material delay occur, we will contact you using the email address provided with your order.
Delivery destinations and estimated times
We currently deliver to:
| Destination | Estimated delivery after dispatch |
|---|---|
| Spain | 2–3 business days |
| Portugal | 2–4 business days |
| France | 3–5 business days |
| Belgium | 3–5 business days |
| Netherlands | 3–5 business days |
| Germany | 3–5 business days |
| Luxembourg | 3–5 business days |
| Italy | 4–6 business days |
| Austria | 4–6 business days |
These delivery periods are estimates rather than guaranteed dates. Weekends, public holidays, seasonal demand, severe weather, transport disruption and other circumstances outside our reasonable control may affect delivery times.
Where a delivery date has not been specifically agreed, EU consumer rules generally require delivery within 30 days. If an order is materially delayed, customers retain the remedies available under applicable consumer law.
Shipping costs
Shipping charges are calculated automatically at checkout according to:
- the delivery destination; and
- the total weight of the order.
The complete shipping cost is displayed before payment. No delivery fee is added after checkout.
For orders containing more than one Sonsole, Shopify applies the corresponding weight-based shipping rate.
All prices and shipping charges shown to EU consumers include applicable VAT where required.
Order tracking
Once your order has been dispatched, you will receive a shipping confirmation email containing a tracking number and a link to follow the delivery.
Tracking information can occasionally take several hours to become active after the carrier collects the parcel.
If you have not received tracking information within two business days of placing your order, please contact hello@sonsole.com.
Delivery address
Please check that the recipient’s name, street address, building or apartment details, postcode, city, country and telephone number are complete and accurate before placing your order.
Contact us promptly if you notice an error. We may be able to amend the address before dispatch, but we cannot guarantee changes once the order has entered fulfilment or has been handed to the carrier.
Additional costs arising from an incorrect or incomplete address may be charged where permitted by law.
Missed and failed deliveries
Depending on the destination and carrier service, delivery may be attempted again or the parcel may be redirected to a nearby collection point.
It is the customer’s responsibility to follow the tracking information and collect the parcel within the period specified by the carrier.
If an order is returned to Sonsole because:
- the address supplied was incorrect or incomplete;
- delivery attempts were unsuccessful;
- the recipient refused the delivery without exercising a legal right to cancel; or
- the parcel was not collected within the carrier’s stated period,
we will contact you to arrange the next steps. Where the failed delivery was not caused by Sonsole or the carrier, the reasonable cost of sending the order again may be charged before redispatch.
Any refund requested after such a return will be handled in accordance with our Returns & Refunds Policy and applicable consumer law.
Delivery instructions and safe places
Where a customer asks the carrier to leave a parcel in a nominated safe place, with a neighbour or at another agreed location, the carrier’s delivery record may be used to confirm that the instruction was completed.
This does not limit any rights that cannot legally be excluded. Under Spanish and EU consumer rules, the risk of loss or damage generally remains with the seller until the customer, or a third party designated by the customer other than the carrier, takes physical possession of the goods.
Damaged deliveries
Please inspect the outer packaging when your order arrives.
If the parcel appears visibly damaged:
- Photograph the packaging before opening it.
- Photograph any damage to the product and its components.
- Retain the packaging until the matter has been resolved.
- Contact hello@sonsole.com as soon as reasonably possible, including your order number and photographs.
Damage occurring during delivery remains Sonsole’s responsibility until the goods are received by you or a person you have designated. We will assess the matter and arrange the appropriate remedy in accordance with applicable law.
Lost parcels
If tracking indicates that a parcel may be lost, please contact us at hello@sonsole.com.
We will open an investigation with the delivery partner and keep you informed. You will not be required to pursue the carrier directly.
A carrier investigation does not reduce your statutory rights. Where the parcel cannot be delivered within the applicable timeframe, we will provide the remedy required by law, which may include replacement or refund.
Split shipments
Although uncommon, an order containing multiple items may occasionally arrive in more than one parcel.
Where this occurs, you may receive separate tracking details for each shipment. You will not be charged additional shipping solely because we divide an order into multiple parcels.
Customs and import duties
Orders covered by this policy are dispatched from Spain to the European Union. They are therefore not ordinarily subject to customs duties or import charges upon delivery within the EU.
We do not currently offer standard delivery to destinations outside the European Union through the online checkout.
Circumstances outside our control
We are not responsible for delays caused by events beyond our reasonable control, including severe weather, natural disasters, industrial action, transport interruption, governmental restrictions or disruption affecting delivery networks.
If such an event materially affects your order, we will take reasonable steps to inform you and minimise the delay. Nothing in this section limits your mandatory consumer rights.
Contact
For questions about dispatch, tracking or delivery, please contact:
Sonsole Europe S.L.
Email: hello@sonsole.com
We aim to respond as quickly as possible during business days.
We believe receiving your Sonsole should feel as considered as using it. Every order is prepared to arrive safely and ready for slower days.