Frequently asked questions
Orders and delivery
Which countries do you deliver to?
We deliver exclusively to France, Luxembourg, Germany, Belgium, Portugal and Switzerland.
Is delivery free?
Yes. Delivery is free in these six countries, with no minimum spend. Delivery costs €0.
How long does delivery take?
Please allow 10 to 13 working days in total from payment, including processing. This timeframe is indicative.
Do the 10 to 13 working days include processing?
Yes. The 10 to 13 working days cover processing and transit, from payment.
How can I track my order?
When verified tracking information is available, we will send it to you. You can also visit the “Track your order” section. If you have any questions, email info@sonielparis.fr with your order number.
What should I do if my order exceeds the estimated delivery time?
If your order has not arrived after 27 calendar days from payment, contact us at info@sonielparis.fr with your order number. We will check its status.
Will I have to pay import or customs charges on delivery?
No, for France, Luxembourg, Germany, Belgium and Portugal. Import charges are covered by our supplier. You will not be asked to pay any additional charges relating to import, import VAT or customs clearance on delivery. For Switzerland, which is not part of the European Union, Swiss VAT and any customs clearance charges may be collected by the carrier on delivery.
What should I do if the carrier asks me to pay import charges?
Contact us at info@sonielparis.fr with your order number and a copy of the payment request so that we can check the situation.
Returns
Can I return an item?
Our returns policy allows you to return an item within 30 days of receipt. Contact us within this period for instructions on how to send it back. You are responsible for the cost of return postage under this returns policy, unless Soniel Paris has stated that it will cover this cost.
Does the 30-day returns policy replace my statutory rights?
No. The 30-day returns policy is separate from the 14-day right to cancel, which can be exercised without giving a reason, and from the statutory guarantees for defective or non-conforming products. The seller is responsible for the costs necessary to bring the product into conformity.
Contact us
If you have any questions about an order, sizing, delivery or a return, email us at info@sonielparis.fr or use the Contact us page. We reply within 6 hours.