Shipping Policy
At Sofenne, we want your order to arrive safely and smoothly. Below you’ll find helpful information about our delivery times, shipping process, and order support.
Shipping Destinations
We currently ship to addresses within the United Kingdom only.
At this time, we are unable to ship to:
- PO Boxes
- BFPO addresses
- freight forwarding services
Shipping Fees
We offer free shipping on all UK orders.
- No minimum order value
- No hidden costs
- All orders include tracking
Order Processing & Delivery Times
Order Cut-Off Time: 4:00 PM (GMT)
Orders placed before the cut-off time will begin processing on the same business day. Orders placed after this time will be processed on the next business day.
Processing Time: 1–3 business days (Monday–Friday)
Once your order has been processed, it will be dispatched to the delivery address provided during checkout.
Estimated Shipping Time: 3–8 business days (Monday–Friday)
Estimated Total Delivery Time: 4–11 business days from order confirmation.
Orders placed on weekends or public holidays will be processed on the next business day.
Shipping Confirmation & Tracking
All orders are sent with tracking included.
Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking details so you can follow your delivery along the way.
Address Changes
If you need to update your delivery address, please contact us as soon as possible at:
Address changes can only be made before an order has been dispatched. Once an order has shipped, we are unfortunately unable to modify the delivery address.
Please make sure your delivery details are entered correctly at checkout, as incomplete or incorrect information may lead to delivery delays or failed delivery attempts.
Order Cancellations
If you would like to cancel your order, please contact us as soon as possible at:
Orders can only be cancelled before they have been dispatched. Once an order has shipped, cancellation is no longer possible. In this case, you may request a return in accordance with our Return & Refund Policy.
Delivery Delays
While we aim to deliver within the estimated timeframes, occasional delays may occur due to circumstances outside of our control, including:
- Peak shopping seasons
- Public holidays
- Severe weather conditions
- Courier or logistics disruptions
- High order volumes
If your parcel has not arrived within 11 business days, please allow up to 3 additional business days before contacting our support team.
Delivered Orders
Orders marked as delivered by the shipping carrier are considered successfully delivered.
If you experience an issue with a delivered order, please contact our support team and we will do our best to assist you.
Customs, Duties & Import Charges
Some orders may be shipped through our international fulfilment partners.
Where applicable, customs duties, import taxes, or related fees remain the responsibility of the customer. Any such charges are determined by local customs authorities and are outside of our control.
Contact Us
If you have any questions about shipping or delivery, please contact our customer support team.
Our customer support team aims to respond to enquiries within 24 hours during business days.
Business Information
Business name: Verax Commerce LLC (trading as Sofenne)
Website: sofenne.com
Address: 2 Lansdowne Rd, Croydon, London, CR9 2ER, United Kingdom
Company registration number: 2026-001953663
Email: support@sofenne.com
Phone: +44 7352 509 107
Open Contact Form
Customer service: Monday to Friday, 9:00 am – 5:00 pm (GMT/BST)