We ship to all 50 U.S. states.

If shipping to a P.O. Box or APO/FPO address, you must select Standard. Please note transit times will vary.

Please note we do not ship to freight forwarding address.

We offer the following shipping options within the US:

• Standard - Varies by zip & weight
• Express - UPS / USPS / FedEx
• Priority - UPS

Orders are typically processed and dispatched within 1–2 business days after your order is successfully placed.

Orders placed on weekends or public holidays will generally begin processing on the next business day.

During peak periods, major promotions or public holidays, processing may occasionally take longer.

Once your order has been dispatched, you will receive a shipping confirmation email with tracking information where available.

All standard customer orders are shipped with tracking.

Once your order has been dispatched, we will send a shipping confirmation email containing your tracking information.

Please allow some time after receiving your shipping confirmation for tracking information to become available or update in the carrier’s system.

Complimentary replacements may occasionally be sent using an alternative delivery service and may not include tracking. Where this applies, we will provide the available delivery information when your replacement is arranged.

We work with our delivery partners to get your order to you within the estimated delivery timeframe.

However, delivery estimates are not guaranteed and may be affected by circumstances such as:

• carrier delays;
• severe weather;
• public holidays;
• peak shopping periods;

If your order has not arrived by the estimated delivery date shown in your tracking information, please check the tracking status first.

If there has been no recent tracking update or you are concerned about your delivery, contact us at service@sofneu.com and we will help investigate your order.

Nothing in this section limits any rights you may have under applicable consumer law.

Please ensure that your shipping address is complete and accurate before placing your order.

If you need to change your address, contact us at service@sofneu.com as soon as possible.

Before dispatch:

If your order has not yet been dispatched, we will make reasonable efforts to update the address at no additional cost to you.

After dispatch:

Once an order has been dispatched, we cannot guarantee that the delivery address can be changed. We may attempt to arrange a redirect, recall or return with the carrier where available.

If an address change requested after dispatch results in additional costs, including carrier interception or redirection fees, return shipping fees, redelivery fees, or other reasonable logistics costs, these costs will be the customer’s responsibility.

Where an order cannot be recovered or is lost as a direct result of an incorrect address provided by the customer or an address change requested after dispatch, the customer may also be responsible for the resulting product loss, to the extent permitted by applicable law.

Nothing in this section limits your rights under applicable consumer law.

If you believe your package has been lost in transit, please contact us at service@sofneu.com with your order number.

We may first investigate the delivery with the relevant carrier.

If the package is confirmed as lost, we will work with you to provide an appropriate resolution in accordance with applicable consumer law.

Please monitor your tracking information after your order has been dispatched, as the carrier may provide important delivery updates.

If delivery cannot be completed, your package may be taken to a nearby Post Office, collection point or other designated location for collection. Please follow the instructions provided by the carrier and collect your package within the specified timeframe.

If your tracking shows that your package has been delivered but you cannot locate it, please first:

• check the delivery location and any safe-drop areas;
• check with household members, neighbours, reception or building management where applicable; and
• review the latest tracking information to see whether the package is awaiting collection.

If you still cannot locate your package, please contact us at service@sofneu.com and we will assist you with the next steps.

If a package is returned to us because it was not collected within the carrier’s required timeframe, additional shipping charges may apply if you request redelivery.

If your package arrives visibly damaged, please contact us as soon as reasonably possible.

Please provide:

• your order number;
• a description of the issue; and photographs of the damaged packaging and affected products where reasonably possible.

This will help us assess the issue and, where necessary, raise an enquiry with the delivery provider.

Your rights in relation to faulty or damaged products under applicable consumer law are not affected by this process.

A package may be returned to us if it cannot be delivered, including where the address is incorrect or incomplete, or the package is not collected within the carrier’s required timeframe.

If a package is returned because it was not collected within the required timeframe, the customer will be responsible for any return shipping costs and redelivery costs incurred.

If your package is returned to us, please contact service@sofneu.com and we will assist you with the available redelivery options.

Nothing in this section limits your rights under applicable consumer law.