Shipping policy
We aim to dispatch your products within 24 hours of receiving your order (Mon-Fri). However, during busy periods the dispatch time could extend to 72 hours. In any case, you will always receive a dispatch email or text message to the email address/telephone number used to place the order.
Next Day Delivery orders placed before 12 noon, Mon-Fri will be dispatched on the same day, unless otherwise specified. Orders placed after this time are usually dispatched on the next working day. If there are any delays in dispatching your order, we will contact you by email.
UK Mainland Delivery
Standard Delivery - 2-3 Days Tracked (UK) - from £2.60
We use Evri for our standard delivery service. Your order should be with you within 2-3 working days from dispatch (excluding Public holidays).
Spend over £35 to quality for FREE standard delivery
Next Day Delivery - 1-2 Days Tracked (UK) - from £3.40
We use Evri, Royal Mail and UPS for our Next Day shipping services. Place your order before 12pm (12:00) to receive your order the next working day from dispatch (excludes Public holidays and weekends).
| Service | Est. Del Time | Price |
| Evri Standard Tracked | 2-3 business days | £2.60 |
| Evri Express Tracked | 1-2 business days | £3.40 |
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2 business days | £3.50 |
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1 business day | £4.20 |
Please note that any timeframes given below are estimates only. For any delivery option, a tracking code is sent to the email provided at time of checkout, but should you misplace this we will be more than happy to send you the details again.
International Shipping
We want customers from all over the world to experience our amazing products, therefore we deliver to all of Europe and much of the rest of the world. If you can't find your country as a shipping rate, please contact us and we'll do our best to resolve this for you.
International Standard
Our standard delivery is with Royal Mail's 'International Standard' post, of which the delivery aim is 5-7 working days from dispatch. Please do allow extra for busy periods such as Christmas.
International Tracked
We also offer a tracked service for some countries; please contact us for your tracking code and we can give this information to you. If you have any queries at all please do contact us on hello@sosonaskin.com
Shipping FAQs
I've not received my delivery.
Please allow up to 10 working days (UK) and 20 working days (international) to allow for delivery during busy periods. If you still haven't received your order, please contact us and we will look into this for you.
Can I change my shipping address?
Yes you can, if the order has not been dispatched. Simply contact us and we can update the shipping address for you. Please note, we cannot amend and order or shipping address once it has been dispatched.
My parcel is being returned to sender
Usually a delivery is attempted up to three times, and if it's still not delivered, it will be returned to sender. In this case, we would need to wait for the items to be returned to us, so that we can reschedule. A rescheduled delivery would incur an additional charge of the same price you paid for shipping on the original order.
My item has been delivered to the wrong address
We would only arrange delivery to the address provided at checkout. You would need to arrange to retrieve the parcel from the address it was sent to. If this is not possible, you would need to place a new order for the products.
My parcel arrived damaged
If your parcel has arrived damaged, first of all please check the contents within. If the contents within are damaged too, please take pictures of the packaging and shipping box and forward them to us at care@sosonaskin.com.
Delivery Confirmation and Responsibility
Once an order has been dispatched, we will provide tracking information to the customer. Upon the carrier's confirmation of delivery to the address provided, responsibility for the package transfers to the customer. If the customer has authorised the carrier to leave the package in a specific location (e.g., porch, garage) without a signature, the customer assumes responsibility for any loss or theft occurring after delivery.
Reporting Missing Packages
If a package is marked as delivered but cannot be located, please follow these steps:
Verify Delivery: Check with household members, neighbours, or building management to ensure the package wasn't received on your behalf.
Contact the Carrier: Reach out to the carrier to confirm the delivery details and inquire about the package's whereabouts.
Notify Us: If the package remains missing after completing the above steps, contact our customer service within 3 days of the marked delivery date.
Assistance with Claims
Upon notification, we will assist in filing a claim with the carrier on your behalf. Please note that we are unable to authorise refunds or reshipments until the carrier has completed their investigation and confirmed the package as lost or stolen. The investigation process typically takes [X] days.
Preventative Measures
To minimise the risk of loss or theft, we recommend:
Secure Delivery Locations: Provide a delivery address where someone is available to receive the package or where it can be securely left.
Signature Confirmation: Opt for signature-required delivery during checkout, if available.
Delivery Instructions: Use the carrier's delivery management tools to specify preferred delivery times or locations.
By implementing these measures, we aim to ensure a smooth delivery experience. If you have any questions or need further assistance, please contact our customer service team.