Shipping policy

At SONCE we want you to receive your order as quickly and smoothly as possible. Below you will find everything you need to know about our shipping process, responsibilities, and timelines.

Order Processing

We process all orders on the next business day after they are placed. Once your order has been submitted it cannot be cancelled or modified, so we kindly ask that you double-check all order and delivery details before confirming your purchase.

Shipping Confirmation & Tracking

You will receive an order confirmation email once your purchase has been successfully placed. When your order has been packed and dispatched, we will send you a second email containing tracking details so you can monitor your delivery in real time.

Contact & Delivery Details

It is your responsibility to ensure that all contact and delivery details provided at checkout are complete and accurate.

SONCE is not liable for any delays, failed deliveries, or lost parcels resulting from incorrect or incomplete address details. In such cases the loss will unfortunately rest with the customer and we won't be able to offer any refunds or replacements.

If your parcel is marked as delivered but cannot be located, or if there are any issues during transit — including failed delivery attempts or misdelivery — you will need to contact the courier service directly using the tracking information provided to attempt redelivery arrangements. 

Delivery Timeframes

All delivery timeframes are estimates only and not guaranteed. Our trusted shipping partners work hard to deliver your parcel efficiently but occasional delays may occur due to:

  • High-volume periods (e.g. holiday seasons)
  • Natural events or severe weather
  • Customs clearance delays (for international orders)

    Authority To Leave (ATL)

    Some couriers may choose to deliver your parcel using Authority To Leave (ATL) if they deem your delivery address to have a secure drop-off point. If you provide ATL instructions, or if the courier exercises ATL at their discretion, SONCE will not be held responsible for any missing or stolen parcels. In these instances we are unable to offer refunds or resend items. Instead you will need to contact the courier service directly.

    Shipping Locations & Rates

    We currently ship to a wide range of countries. Shipping rates and estimated delivery times will be displayed at checkout and may vary based on destination.

    Note: Orders are shipped from our fulfilment centres in Australia, the United States, and Germany/Czechia — depending on your location.

    Taxes, Duties, and Import Fees

    All prices listed on our site include applicable local taxes. However, for international deliveries, customs fees or import duties may be charged upon entry into the destination country. These charges are determined by your local customs authority and are not controlled or covered by SONCE.

    We recommend contacting your local customs office if you have any questions regarding duties or import fees.

    - The Sonce Team