Shipping, Delivery & Return Policy

If you are not completely satisfied with your purchase, you can return it for a prompt refund. Simply call (+250) 784410330 or email info@soniamugabo.co, or use the contact form to request returns and we will send you a shipping label to return your merchandise.

We understand that online purchases happen quickly so if at any point after delivery of your order in the unlikely event that something doesn’t work out then please let us know. 

All merchandise must be unused and unworn with all original tags and packaging intact. This policy applies even when there is an error on our behalf or the fabric does not match what was shown in the photo.

Please allow at least 2 weeks for shipping and processing your return or exchange before contacting us with any questions as we are not responsible for the delays of your shipments once they leave our premises. 

The above terms apply to orders within the region only. International customers may contact customer service at info@soniamugabo.co for details regarding returns outside of Rwanda

Shipping & Delivery

DHL express is the only way we ship to all countries. In certain nations, taxes may be applied when items are delivered.

For those who wish to track their purchases, we offer a tracking number for all shipments. Order processing time is 2-3 business days. After that, deliveries may be expected within 5-7 working days as long as they have been confirmed by email.

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 & 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. Still, 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, additional charges may be necessary for them to reach you.

Returns & Exchanges

For any queries regarding returns, we urge consumers to contact us at info@soniamugabo.co before delivering their goods to be aware of international standards. We only accept returns on regular-priced items ordered online within ten days of delivery. 

To ensure that our Showroom in Rwanda receives the item, all international 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 lost or damaged items can be handled by providing a replacement item or a store credit after review.

If an item in your order does not match, please get in touch with info@soniamugabo.co to resolve the issue. If you are eligible for an exchange, you will be contacted by a Customer Service Representative to discuss your choices.

Refunds

We provide refunds on regular-priced goods only if they are returned and evaluated.

Pop-up sales items, final sale items, and on-sale goods cannot be returned or refunded.

Pre-ordered items are nonrefundable, although a store credit will be given in return.

We will send you an email to notify you that we have received your returned item when your return is received and evaluated.

We'll notify you if your refund is approved or denied.

If you're approved for a refund, it'll get handled, and a credit will be applied to your prior payment method within a certain amount of days.

If your refund is not authorized, a discount equal to the amount of the returned goods will be given for future purchases.

A refund request for a broken or stolen item can be addressed in one of two ways: by issuing an item replacement or a store credit after review.