Shipping & Delivery
All our products are shipped with DHL express worldwide (note: DHL does not deliver to PO boxes) in some countries, taxes may be charged when goods are delivered (France, Nigeria, Russia, South Africa, United Kingdom).
For all orders, a tracking number will be provided. The processing time for orders is 2-3 business days. After that, delivery can be expected within 5-7 working days following an email confirmation for your order.
When your goods are ready to be sent, the Sonia Mugabo team will send you an email notification. DHL's tracking information will show delivery dates as well as any reasons for the delay in the delivery of items purchased by you.
Within 14 days of delivery, if the Sonia Mugabo team does not receive any communication from you regarding issues with the goods, you are deemed to have received them in full working condition and without difficulties. If your goods haven't been delivered in 14 working days, notify us as soon as possible and contact your local DHL office with your tracking number to locate the package.
Custom fees and taxes
Global shipping rates change periodically; additional taxes or customs charges may be charged at the recipient country's port of entry. Please keep in mind that we are not responsible for any duty or fees levied by the receiver's government. Those will be collected by the receiver. Customs duties and taxes vary from nation to nation. Please consult your country's customs office or contact them if you have any questions about customs in your nation.
We make every effort to deliver your package as quickly and efficiently as possible, but we are not responsible for any delays or additional costs that may be incurred via customs and duty offices in the receiving country. It is the buyer's duty to pay any extra import duties, fees, and charges.
After your purchase, you will be asked if you want to ship your items immediately. Although the carrier takes care of packing and transporting your goods for free, it is possible that additional charges may be necessary for them to reach you.
Returns & exchanges
For any queries regarding returns, we urge consumers to contact us at email@example.com before delivering their goods so that they are aware of international standards. We only accept returns on regular-priced items ordered online within 10 days of delivery. To ensure that our Showroom in Rwanda receives the item, all deliveries must be completed through DHL. You will be responsible for the cost of returning your item if you select to return it via another carrier. Any extra expenses incurred in retrieving the goods on our hand, such as taxes, will be deducted from your refund. Please note that your initial order shipping fees are not refundable. Only the items will be returned.
Your refund will be processed and a credit will be applied to your initial payment method within a certain number of days if you are approved for a return. If your refund is denied, a discount equivalent to the amount of the returned goods(s) will be given for future purchases. Refunds for items that are lost or damaged can be handled by providing a replacement item or a store credit after review.
If you receive an item that doesn't match your order in size or color, please contact firstname.lastname@example.org to settle the issue. if you are approved for an exchange, you will be contacted to discuss your options.