FAQ

Customer Care is very important to us and we'll respond to your queries as quickly as possible. Please check through these FAQs first. You can contact us via:

• Email: info@sonorousmonde.com.  

Our Customer Care team will always respond to your queries as quickly as possible. During busy sale periods there may be a slight delay on response times.

There are a number of reasons why you might not have received a response from our customer Care team, we recommend you:

- Check your Spam settings and Junk folders in your inbox. Emails from our Customer Care team will always come from "info@sonorousmonde.com".

- Check your account details are up-to-date on www.sonorousmonde.com. If we can't respond to your email we will try and contact you using your registered account details.

You can redeem any discount codes issued by us during the checkout. Ensure you enter the code in 'DISCOUNT CODE' box at the payment stage of the checkout. Please note all discount codes are subject to individual terms and conditions.

You can find your size guides on the actual product pages.

Yes, 15 euros minimum per order. Orders in the Netherlands under € 50,00 are not included in free delivery.

For more Information on Klarna Buy now and Pay later, please click here 'Klarna FAQ'

We offer multiple means of payment methods for each country including:

*All credit and debit card holders are subject to validation and authorisation by both us and the card issuer, to maintain security and prevent fraud.

If you wish to return any unworn / unused item(s) (faulty or otherwise) you may do so within 14 days of the date it was delivered to you and receive a refund. The date your item(s) were delivered can be found when tracking your order on the courier’s website.

Return costs are for your own account. 

You will be responsible for the cost of returning the item(s) to us, please follow 'HOW TO RETURN YOUR ITEM(S)'. Only under certain circumstances, we will refund return postage cost, see 'MY RETURN WAS PROCESSED BUT I WASN'T REFUNDED MY DELIVERY COSTS' section.

Please note: Return costs are for your account. 

Item(s) must be returned to us in the same condition you receive them with any tags and labels attached. Please note you have a legal obligation to take reasonable care of the item(s) whilst they are in your possession and they are under your responsibility until they arrive at our warehouse. We recommend therefore that your item(s) are packaged securely to ensure they avoid damage in transit on return to us.

On the website in "My Account" please select the item you wish to refund. Click on the "Return" button, fill out your additional contact details and click "Submit". 

Return costs are for your own account. You must pay the return costs yourself at the counter of the PostNL point.

For returns outside the Netherlands we recommend you to return your item(s) by courier, recorded or special delivery. We also recommend you to obtain and keep proof of postage in case you need it as evidence that you have returned the item(s) to us. The return address is listed below for your reference:

Sonorous Monde
Osdorperweg 874 
1067 TD Amsterdam 
The Netherlands

If we consider any item to have been used / worn / washed, have any original packaging missing or any item is returned to us in an unsatisfactory state, we may reject the return and refuse the request for a refund.

Upon request, refunds will be issued through the original purchaser’s method of payment (Debit / Credit card / PayPal etc). On receipt of your return, we will endeavour to refund you within 10 working days. An email confirmation will be sent once a refund has been issued.

The total refund amount should appear on your bank statement or in your PayPal account within 5 working days (Please note that refund times are dictated by the bank and are out of our control. PayPal refunds may appear quicker and have an accompanying notification email from PayPal directly to advise you of the funds appearing).

For orders in the Netherlands: Shipping costs paid by the customer will not be refunded if you keep items you ordered. Only the total amount of the ordered items will be refunded. Shipping costs will be reimbursed if you return the entire order, so in case you do not keep any items.

For orders outside the Netherlands: Shipping costs incurred by the customer will not be refunded, only the amount of the items purchased will be refunded.

**If a discount/promotional code was applied to your original order, the amount refunded will be adjusted to allow for the revised order value and appropriate discount level.

Unfortunately, we cannot exchange orders for a different size. You can of course place a new order on the website.

Our team take great care when packing and dispatching all customer orders however we would highly recommend that when you receive your order you carefully check the Delivery Note/Invoice and the item(s) you receive.

The law gives a customer certain rights in respect of goods not fitting their description, being of unsatisfactory quality or not being fit for purpose. If you have received any items of this nature you may be entitled to refund (within 15 days) or replacement.

If you find you have received a faulty or incorrect item please notify our Customer Care team as soon as possible.

If you have received a faulty or an incorrect item we will be happy to offer an exchange for an item in the same or correct product (subject to availability) or offer you a refund for the full price you paid for your order (including any delivery charges incurred). You must return any incorrectly delivered or faulty item(s) to us as soon as possible, and at the latest within 15 days of receipt. If you return a faulty or incorrect item within 15 working days, we will reimburse your returns postage cost. You will need to ensure you keep hold of your postage cost receipt for authorization. We do not cover returns postage costs in any other circumstances.

Once we have received your order, our team of technical experts will inspect your item to confirm a manufacturing fault. If you are returning a defective item please follow our return policy.

Refunds will be issued through the original purchaser’s method of payment. On receipt of your return, we will endeavour to refund you within 10 working days. An email confirmation will be sent once a refund or exchange has been issued. If you request an exchange for a defective or incorrect item you will not be liable for the delivery charges of the replacement item(s) and we will try to get this new order out to you as soon as possible.

Returning procedure: In case you would like to return your goods, we kindly request you to follow the return procedure. 

All Returns are processed within ten working days (excludes weekends and bank holidays). When your return has been completed you will receive a confirmation email from us which will detail your refund in full. If you’ve been issued a refund then this will appear back on the relevant payment method within three to five working days from the date the email is received.

When you return an unwanted item to us we will refund the price you paid excluding delivery charges except where the item is deemed as faulty / delivered incorrectly or where the order has been cancelled under the distance selling regulations.

We apologise if we have made a mistake whilst processing your returned item(s).

If you have been refunded the incorrect value please contact our Customer Care team who will be happy to sort this out for you.

Orders Outside the Netherlands, see 'WHERE DO YOU DELIVER AND IS IT FREE DELIVERY, IF NOT WHAT ARE YOUR POSTAL CHARGES?' for specific amount matrix for exact entry criteria for paid/free shipping.

For orders inside the Netherlands: Order before 4:00 pm, next day delivery (only when there are no delays in the postal service).

Orders within the Netherlands with an order value of EUR 50,00 and higher, you do not pay the shipping costs. The shippings costs within the Netherlands for orders up to EUR 50,00 are EUR 5,55. 

Important note for orders in the UK: Due to Brexit please take into consideration you will need to pay import duties and VAT on your purchased items. Value added tax (VAT) has always been required on EU goods. Since Brexit, the way it is applied has changed. Before Brexit, you would have paid the local VAT rate. So if you ordered in NL, you would have paid NL VAT. Now, you pay UK VAT, which is 20%. But for anything under £135, the VAT should still automatically be part of the final price you pay at the online checkout.

When your parcel has left our warehouse, you will receive an email from the courier providing you with a tracking number. You can use this reference number to view the status of your parcel on the courier’s website and view when it’s likely to arrive.

All Netherlands deliveries are made with Post NL couriers. You can use their website www.postnl.nl to track your parcel. If you require any further assistance please speak to our Customer Care team who can contact Post NL couriers on your behalf.

PLEASE NOTE:

We’re committed to getting your order to you as quickly as possible, but sometimes goods maybe subject to delays which are beyond our control. Please note occasionally due to unforeseen circumstances and weather conditions, delivery may be delayed. We will try to inform you of any complications however if you’re concerned we recommend checking your tracking number on the courier’s website for updates.

*SALE* PLEASE NOTE: that during sale and promotional periods it is not always possible to adhere to our normal delivery time scales, due to the high volume of orders received. While we will try to get your order out to you as soon as possible please bear with us during this time.

Please note the estimated time for deliveries are based on working days from the date of purchase (Monday - Friday). If you haven't received your order within this time our Customer Care team will be happy to locate your order for you. Before getting in touch, have you:

- Checked your confirmation email to ensure we have the correct delivery address for your parcel and that your contact details are up date;

- Checked if you received a text message, email or attempted calling card from the courier. Your parcel maybe awaiting collection at your local delivery depot or you may need to rearrange delivery;

- Checked with your neighbours to see if they have accepted the parcel on your behalf;

- Looked in safe areas around your delivery address where the delivery driver may have left your parcel e.g. behind a bin or in a shed, garage or porch.

If you are still unable to locate your parcel please contact our Customer Care team.

*PLEASE NOTE: when ordering during our sale periods all orders within the Netherlands, Europe, USA and Rest of The World will take additional days to arrive which we will try be advertise. We hope that our customers will understand that during this busy period our normal delivery times are not available and to expect their order later than usual. Thank you for your patience.

If you have provided an incorrect/ incomplete delivery address or you're struggling to have the order delivered please contact our Customer Care team.

All the countries we deliver to and Free delivery qualification can be viewed in the following Country/Delivery table:

Please note – for Non EU countries and packages weighting more than 30kg, extra charges will be incurred by the customer per extra kilo. Our free delivery service only applies to packages less than 30kg.

All orders in Netherlands will be delivered by PostNL, for Europe, Post NL Partners will deliver your package. Every parcel that we send out is tracked and will require a signature upon delivery. If you would like further information on the delivery of your order please contact our Customer Care team and a member of the team will be happy to advise.