Shipping policy


Last updated: [June 5, 2026]

This Shipping & Returns Policy (this “Policy”) sets out how shipping, delivery, returns and refunds are handled when you purchase products through Sooqna (the “Platform”).

This Policy forms part of, and should be read together with, our Terms & Conditions. In the event of any inconsistency, the Terms & Conditions prevail.


1. definitions

For the purposes of this Policy:

  • “we”, “us”, “our” or “Sooqna” means the Sooqna LTD entity identified in the Terms & Conditions.

  • “Customer” or “you” means any user who purchases products through the Platform.

  • “Brand Partner” means any professional brand or retailer that sells products via the Platform.

  • “Order” means a purchase order placed by a Customer through the Platform.

  • “Products” means furniture, lighting, textiles and other homeware items offered on the Platform.

  • “Business Day” means a day other than a Saturday, Sunday or public holiday in the Shipping and Delivery country.


2. delivery areas

2.1 Your product(s) are shipped to you directly by the individual brand(s), therefore shipping times can vary and your order may arrive in multiple packages. For personalised items, please allow extra time for your item to be carefully personalized - see Shipping & Item Location details of your chosen item for more information on specific lead times. Shipping costs are calculated at checkout.

2.2 Your order will be shipped directly from our individual brand partner(s) located around the world and, therefore, may be subject to import duties and taxes applicable to your country or the country you are shipping to. Please be aware local import duties and taxes are not included in the price and shipping cost at checkout. Customers are solely responsible for any additional costs related to the delivery of their order. For more information on where a brand ships from, please see Shipping & Item Location details on the product page and contact your local customs office for specific cost-related queries.


3. how fulfilment works

3.1 Curated multi-brand model. Sooqna curates Products from multiple Brand Partners. Depending on the Product, your Order may be:

  • shipped directly from a Brand Partner’s warehouse; and/or

  • handled through Sooqna’s own logistics and storage partners.

3.2 Separate shipments. If an Order includes Products from more than one Brand Partner or a mix of categories, the Products may be delivered in separate shipments and on different dates. You will not be charged twice for delivery where a single delivery fee was shown at checkout, unless expressly stated. 


4. shipping methods & fees

Depending on the nature of the Products and your address, delivery may be made by:

  • a standard courier service; and/or

  • a specialised furniture delivery team providing delivery,

in each case as coordinated by Sooqna, the Partner Brand, or its logistics partners.

To the maximum extent permitted by law, neither Sooqna nor the relevant Brand Partner will be liable for any loss, damage or issue arising from (i) your failure to provide proper access, or (ii) any problem that could reasonably have been avoided or mitigated through appropriate supervision of the assembly team while they were on your premises.


5. delivery timelines

5.1 Indicative timelines. Each Product page shows an estimated delivery window based on:

  • whether the Product is in stock, in transit, or made-to-order; and

  • your delivery address.

5.2 Guidance only. All delivery dates are estimates and not guaranteed. While we work closely with Brand Partners and carriers to meet indicated timeframes, delays may occur due to, for example:

  • customs inspections;

  • carrier delays;

  • building access restrictions; or

  • public holidays and peak periods.

5.3 Notification of delays. If we become aware of a material delay, we will notify you and provide an updated estimate. Where the delay is significant and not caused by you (for example, repeated failed deliveries), we will discuss appropriate options with you (which may include waiting for a new date, cancelling the Order, or substituting where possible).


6. access & customer responsibilities

6.1 Access & measurements. Before placing an Order for large items, you are responsible for ensuring that:

  • the Products fit through any doors, lifts, staircases and corridors; and

  • our delivery team can safely access the property at the agreed date and time.

We strongly recommend measuring doorways, lifts and staircases in advance.

6.2 Building rules and permits. You must inform us in advance of any building rules that may affect delivery (for example, restricted delivery hours, loading bay reservations, security clearances). Where prior arrangements are required (such as elevator reservations, move-in permits etc.), you are responsible for arranging them within the building’s rules.

6.3 Failed delivery. A delivery may be deemed failed if:

  • no one is available at the delivery address to receive the Products and the package cannot, acting reasonably, be left in a safe place;

  • the delivery team is unable to complete delivery due to lack of safe access or failure to comply with building rules; or

  • you refuse delivery without valid reason under this Policy.

In such cases:

  • we may charge additional fees for re-delivery; and

  • if the Order is cancelled at this stage, it may be treated as a return, and the relevant return and refund rules (including any return delivery fees) will apply.

6.4 Risk of loss. Risk of loss or damage to the Products passes to you upon delivery to the delivery address specified in your Order, or to any person who reasonably appears to be authorised to accept delivery on your behalf.


7. returns – general principles

7.1 Condition of returned Products. Except in the case of damaged, faulty or incorrect Products (see Section 9), any returned Product must:

  • be in the same condition as received;

  • show no signs of use (beyond reasonable inspection); and

  • be repackaged securely in the original packaging.

7.3 Return window. Unless a different return period is clearly indicated on the relevant Product page, you may request a return for eligible Products within 48 hours from the date and time. To do so, you must submit a return request by email to returns@sooqna.co within this 48-hour period, clearly stating (i) your order reference, (ii) the Product(s) you wish to return, (iii) the reason for the return, and (iv) supporting photos where applicable (for example, in case of damage or non-conformity). If you do not submit a valid return request within this timeframe, the Products will be deemed accepted and no return under this Policy will be possible, except as required by applicable law.

7.4 Proof of delivery date. The delivery date used to calculate the return window will be the date reported by our carrier and/or delivery partners.


8. non-returnable products

8.1 Categories. The following categories of Products are generally non-returnable, except where they are damaged, faulty or incorrect:

  • made-to-order or custom-made items (for example, custom upholstery or special finishes);

  • personalised Products;

  • Products that, for hygiene reasons, cannot be resold once opened (for example, mattresses, certain textiles, bedding or similar categories);

  • Products explicitly marked as “final sale” or “non-returnable”; and

  • any Products sold under clearance, private sale, outlet or last-chance campaigns where the Product page clearly states that returns are not accepted.

8.2 Product-specific rules. Individual Brand Partners may impose more restrictive or more generous return conditions for particular Products. Any Product-specific rules will be indicated on the relevant Product page and will prevail for that Product.


9. damaged, faulty or incorrect items

9.1 Inspection on delivery. We encourage you to inspect the Products on delivery, especially large items. If you notice visible damage or an obvious issue, please raise it with the delivery team.

9.2 Reporting period. If any Product is:

  • damaged on arrival;

  • faulty; or

  • not the Product you ordered,

you must notify us as soon as reasonably possible, and in any event within 48 hours of delivery, by emailing returns@sooqna.co with:

  • your Order number;

  • photos clearly showing the issue and the packaging; and

  • a short description of the problem.

9.3 Assessment & remedy. Once notified, we will assess the issue together with the relevant Brand Partner and may request additional information. Depending on the circumstances and availability, we will:

  • arrange a repair; or

  • arrange a replacement; or

  • process a refund (full or partial).

9.4 Costs. Where a Product is determined to be damaged, faulty or incorrect through no fault of yours:

  • we will bear the reasonable costs of return delivery; and

  • no additional delivery fee will be charged for delivering any replacement item.

If we reasonably conclude that the damage or fault is due to misuse, improper handling after delivery, or your failure to follow instructions, we may decline to offer a refund or replacement, or may offer a solution at your cost.

9.5 Inspection. All returned Products are subject to inspection by the Brand Partner. If the returned Product does not meet the conditions set out in this Policy, we may:

  • decline the return and arrange to reship the Product to you at your cost; or

  • offer a partial refund reflecting the reduced resale value.


10. change-of-mind returns

10.1 No change-of-mind right. Except as expressly provided in Sections 7, 8 and 9 of this Policy or required by applicable law, we do not accept returns based solely on a change of mind (including, without limitation, where you decide you no longer like the Product, the style, the size, the colour or it no longer suits your space).

10.2 Exceptional review on a discretionary basis. If you believe that your particular situation does not clearly fall within the scenarios described in Sections 7, 8 and 9, you may still contact us within 48 hours of delivery at returns@sooqna.co explaining your circumstances. Please include your order reference, identify the Product(s) concerned and provide any relevant supporting photos. We may, at our sole and absolute discretion, review your request on a case-by-case basis and decide whether to offer an exceptional solution, which may (but will not necessarily) include accepting a return subject to specific conditions and costs.

10.3 No obligation and no precedent. For the avoidance of doubt, Sooqna has no obligation to accept any change-of-mind return request or to offer any exceptional solution under Section 10.2, and any concession we may grant in a particular case is made on a purely discretionary basis, does not create any right or expectation for future cases and does not operate as an amendment of this Policy.


11. how to request a return

11.1 Return request. To request a return, you must contact us within 48 hours of delivery at returns@sooqna.co (or via any dedicated returns form on the Platform) and provide:

  • your full name;

  • your Order number;

  • the Product(s) you wish to return; and

  • the reason for the return (for example damaged, not as described, change-of-mind etc.).

11.2 Return instructions. We will confirm:

  • whether the Product is eligible for return;

  • the method of return (pickup arranged by us, or drop-off at a specified location); and

  • any costs related to the return and how they will be charged (if applicable).

11.3 Return deadline. You must make the Product available for pickup, or deliver it to the specified location, within the deadline communicated in our instructions. Failure to do so may result in the return request being cancelled.


12. refunds

12.1 Method of refund. Approved refunds are made to the original payment method used for the Order, via our payment service provider (currently Stripe), unless otherwise agreed or required by law.

12.2 Timing. Once a returned Product has been received and accepted by the Brand Partner or our warehouse, we aim to process the refund within 10 Business Days. Your bank or card issuer may require additional time to credit the amount to your account.

12.3 Original delivery fees. Unless the return is due to a damaged, faulty or incorrect Product (Section 9), original delivery fees are not refunded.

12.4 Deductions. We may deduct from any refund:

  • return delivery fees, where applicable; and

  • any amount reflecting a loss in value of the Product resulting from handling beyond what is necessary to establish its nature, characteristics and functioning.

12.5 Non-cash benefits. Any promotional codes, credits or other non-cash benefits applied to the Order will not be refunded or reissued, except at our discretion.


13. cancellations before shipment

13.1 Requesting cancellation. If you wish to cancel an Order (or part of an Order) before the Product has been shipped or scheduled for delivery, please contact us as soon as possible at support@sooqna.co and include your Order number and the Product(s) you would like to cancel.

13.2 Acceptance of cancellation. We will confirm whether cancellation is possible. In particular:

  • for in-stock items not yet handed to the logistics partners, we will usually be able to cancel and refund;

  • for made-to-order or custom items, cancellation may not be possible once production has started; and

  • for Orders already scheduled for delivery or in transit, cancellation will be treated as a return and the relevant return rules (including any return delivery fees) will apply.


14. relationship to terms & conditions and law

14.1 Terms & Conditions. This Policy forms part of Sooqna’s Terms & Conditions. Any capitalised terms not defined here have the meaning given to them in the Terms & Conditions.

14.2 Governing law. This Policy and any dispute arising from or in connection with it are governed by the laws of the United Kingdom, without prejudice to any consumer rights that may be mandatory under the law of your place of residence (where applicable).

14.3 Jurisdiction. Subject to any provisions in the Terms & Conditions regarding dispute resolution, the courts of London, United Kingdom will have non-exclusive jurisdiction over any dispute in relation to this Policy.


15. contact

If you have any questions about shipping, delivery, returns or refunds on sooqna, you can contact us at: