Shipping policy
HOUSE OF SONNAZ
Bespoke Interiors — Wimborne, Dorset
Policies & Legal Terms
Complete Policy Pack for Shopify
Last updated: May 2026
www.houseofsonnaz.com · welcome@sonnaz.com
Contents
• 1. Shipping, Delivery & Collection Policy
• 2. Returns, Refunds & Cancellations Policy
• 3. Terms of Service (Website & Online Store)
• 4. Terms of Sale — Bespoke Upholstery & Commissions
• 5. Privacy Policy (UK GDPR & DPA 2018)
• 6. Cookie Policy
• 7. Legal Notice & Company Information
• 8. Contact Information
• 9. Product Page Short-Form Terms
• 10. Where to Use These Policies
1. Shipping, Delivery & Collection Policy
Thank you for choosing House of Sonnaz. Each piece is handled with the same care it has been crafted with — please read our delivery information carefully below.
Where we deliver
Our standard delivery and collection service covers a 10-mile radius from our Wimborne, Dorset workshop. We are also able to arrange delivery beyond this area; please contact us at welcome@sonnaz.com for a bespoke quote based on your location.
For nationwide UK delivery of smaller items (lampshades, cushions, journals and lamp bases), we use trusted couriers and dispatch typically within 3–5 working days.
Delivery & collection charges
Smaller items (lampshades, cushions, journals, lamp bases):
• Standard UK delivery: £10 flat rate
• Complimentary UK delivery on orders over £200
Bespoke upholstery, furniture & larger pieces (within 10-mile radius of Wimborne):
• Collection of your item from your home: £75 + VAT
• Delivery of your finished piece to your home: £75 + VAT
• Outside the 10-mile radius: charges assessed individually on request
Delivery timeframes
Stocked items are dispatched within 3–5 working days; typical arrival within 5–10 working days.
Bespoke upholstery and made-to-order furniture: Our current production schedule is booking into the end of April 2026. From the date your piece is delivered to or collected by our workshop, the approximate lead time for completion is 5–6 weeks. For larger projects, lead time will be discussed individually and confirmed in writing.
Please note: work will not be scheduled in until the 50% deposit has been received.
Delivery times are estimates only and are not guaranteed. Delays caused by couriers, customs, weather or other circumstances beyond our reasonable control are not the responsibility of House of Sonnaz.
Customer responsibilities
• Provide an accurate and complete delivery address at checkout.
• Ensure someone aged 18 or over is available to receive and inspect the item.
• Check your order on arrival and notify us of any concerns within 48 hours of delivery.
• Provide safe and reasonable access for furniture deliveries (stairs, doorways, parking).
Failed delivery attempts caused by customer unavailability or inaccurate information may incur a re-delivery charge.
Risk and title
Risk in the goods passes to you at the point of delivery. Title in the goods remains with House of Sonnaz until full payment is received.
Questions
If you have any questions about your delivery or collection, please contact us at welcome@sonnaz.com.
2. Returns, Refunds & Cancellations Policy
We hope you love every piece you receive from House of Sonnaz. Should something not be quite right, please read our policy below carefully.
Standard retail items
Items including lampshades, cushions, journals and lamp bases may be returned within 14 days of delivery for a full refund, provided they are returned unused, in their original condition and original packaging.
To initiate a return, please contact us at welcome@sonnaz.com with your order number within 14 days of receiving your order. We will provide return instructions and the return address.
Return shipping is the customer's responsibility unless the item is faulty or arrived damaged. We recommend a tracked and insured service, as we cannot accept responsibility for items lost or damaged in return transit.
Approved refunds are processed within 14 days of receiving the returned item and confirming its condition, to the original method of payment. Refunds do not include any original delivery charges, except where the item is faulty or incorrectly supplied.
Bespoke upholstery, made-to-order furniture & commissions
All bespoke upholstery, made-to-order furniture and commissioned pieces are produced specifically for you. In accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, made-to-order and bespoke items are exempt from the standard 14-day cancellation right and are non-refundable once production has commenced.
Deposits and cancellations
A 50% deposit of the estimate, including the cost of any fabric ordered on your behalf, is required to confirm your order and schedule production. Work will not be scheduled in until the deposit is received.
If a bespoke or made-to-order project is cancelled after the deposit has been paid:
• The deposit will be forfeited; and
• Any costs already incurred (including fabric, materials and labour) in excess of the deposit will remain payable.
Estimate validity
Due to volatile fabric and raw material costs, estimates are valid only on the day they are issued. If your order is confirmed after that day, the estimate may be revised to reflect current prices.
Items excluded from returns
• Bespoke, made-to-order or personalised items
• Items damaged through misuse, neglect or improper care
• Items returned without original packaging or in non-resalable condition
• Sale or promotional items (unless faulty)
• Gift cards
Faulty or damaged items
Every piece is inspected carefully before leaving our workshop. In the unlikely event that your order arrives damaged or faulty, please contact us within 48 hours of delivery with your order number and clear photographs. We will arrange a repair, replacement or refund as appropriate.
Claims raised after 48 hours of delivery may not be accepted unless the defect could not reasonably have been discovered on inspection.
Natural variations
As all our pieces are handcrafted from natural materials including wood, leather, linen and silk, slight variations in colour, grain, weave and finish are inherent to the craft and are not considered defects.
Your statutory rights
This policy does not affect your statutory rights as a consumer under UK law, including under the Consumer Rights Act 2015.
Questions
If you have any questions, please contact us at welcome@sonnaz.com.
3. Terms of Service
These Terms of Service ("Terms") govern your use of the House of Sonnaz website (www.houseofsonnaz.com), our online store, and any related services (collectively, the "Site"). By accessing or using the Site, you agree to be bound by these Terms. If you do not agree, please do not use the Site.
1. About us
House of Sonnaz Ltd, a company registered in England and Wales Company Registration No: 09639089, with its registered office at Unit 6C Uddens Trading Estate, Wimborne
Dorset BH21 7LQ. VAT registration number: GB 193 1059 12. References to "we", "us" or "our" mean House of Sonnaz.
2. Eligibility
You must be at least 18 years of age and capable of entering into a legally binding contract to place an order through this Site.
3. Product information and pricing
We take reasonable care to ensure that product descriptions, images, prices and other information on the Site are accurate. However, as our products are handcrafted, slight variations in colour, finish and detail are inherent and are not considered errors.
Prices are stated in pounds sterling (£) and include VAT where applicable, unless otherwise stated. Delivery charges are additional and shown at checkout.
Prices and availability are subject to change at any time without notice. In the rare event of a pricing error, we reserve the right to cancel the order and issue a full refund.
4. Orders and acceptance
Your order constitutes an offer to purchase. No contract is formed until we send a written order confirmation accepting the order. We reserve the right to refuse or cancel any order at our sole discretion, including (but not limited to) cases of suspected fraud, product unavailability, pricing errors or breach of these Terms.
For bespoke and made-to-order items, a separate written estimate and confirmation process applies — please refer to our Terms of Sale — Bespoke Upholstery & Commissions.
5. Payment
Payment is taken at the time of order for retail items. For bespoke commissions, a 50% deposit is required at order confirmation, with the balance payable on completion. All payments must clear in full before goods are dispatched or delivered.
6. Intellectual property
All content on the Site — including text, images, photography, logos, designs, product names, illustrations and software — is the property of House of Sonnaz or its licensors and is protected by UK and international copyright, trade mark and intellectual property laws.
You may not copy, reproduce, distribute, modify, transmit, display or use any part of the Site for commercial purposes without our prior written consent. Personal, non-commercial use is permitted in accordance with these Terms.
7. Acceptable use
You agree not to use the Site in any way that is unlawful, harmful, fraudulent, defamatory, or in breach of any third-party rights. You agree not to attempt to gain unauthorised access to the Site, its servers, or any associated networks.
8. User accounts
You are responsible for maintaining the confidentiality of your account and password and for restricting access to your device. You accept responsibility for all activities under your account.
9. Limitation of liability
Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability which cannot be excluded or limited by UK law.
Subject to the above, our total liability to you in respect of any single order shall not exceed the total price paid by you for that order. We shall not be liable for any indirect, consequential, special or incidental loss, including loss of profit, business interruption, or loss of data.
10. Force majeure
We shall not be liable for any failure to perform our obligations where such failure is caused by circumstances beyond our reasonable control, including but not limited to acts of God, natural disaster, fire, flood, war, terrorism, civil disturbance, government action, courier delays, supplier delays, pandemic, or industrial action.
11. Indemnity
You agree to indemnify and hold House of Sonnaz harmless against any claims, losses, damages or expenses (including reasonable legal costs) arising from your breach of these Terms or your misuse of the Site.
12. Termination
We reserve the right to suspend or terminate your access to the Site or any account at any time, with or without notice, for any breach of these Terms.
13. Changes to these Terms
We may update these Terms from time to time. The latest version will always be available on the Site, and your continued use of the Site after any change constitutes your acceptance of the updated Terms.
14. Governing law and jurisdiction
These Terms and any contract formed under them are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction over any dispute arising under or in connection with these Terms, save that consumers residing in Scotland or Northern Ireland may bring proceedings in their local courts.
15. Severability
If any provision of these Terms is found to be unenforceable, the remaining provisions shall continue in full force and effect.
16. Entire agreement
These Terms, together with our Privacy Policy, Shipping Policy, Returns Policy and (where applicable) Terms of Sale, constitute the entire agreement between you and House of Sonnaz.
17. Contact
Questions about these Terms should be sent to welcome@sonnaz.com.
4. Terms of Sale — Bespoke Upholstery & Commissions
The following terms apply to all bespoke upholstery, reupholstery and commissioned furniture work undertaken by House of Sonnaz.
4.1 Estimates
All estimates are provided in writing and are valid only on the day of issue, due to fluctuations in fabric and raw material costs. Should an estimate be accepted after the date of issue, prices may be subject to review.
4.2 Deposit and scheduling
A 50% deposit of the agreed estimate — including the cost of any fabric ordered — is required to confirm your order. Work will not be scheduled into our workshop calendar until the deposit has been received.
Our current schedule is booking into the end of April 2026. Lead times will be confirmed in writing at the time of order.
4.3 Lead times
From the date your item is received by our workshop (whether by collection or by you delivering it to us), the approximate lead time for completion is 5–6 weeks. For larger or more complex projects, lead times will be discussed and confirmed in writing and may differ. Lead times are estimates only and not guaranteed.
4.4 Customer's Own Material (COM)
Should you choose to supply your own fabric for your project, a handling fee of 30% of the labour cost will apply. The customer is responsible for ensuring any supplied fabric meets all applicable fire-retardant standards (including the Furniture and Furnishings (Fire) (Safety) Regulations 1988 as amended) and is of suitable quality for upholstery. House of Sonnaz accepts no liability for issues arising from defective customer-supplied materials.
4.5 Collection & delivery of furniture
For items within a 10-mile radius of our Wimborne workshop:
• Collection from your home: £75 + VAT
• Delivery of the finished piece: £75 + VAT
Locations outside the 10-mile radius will be quoted individually on request.
4.6 Cancellations
Once a 50% deposit has been paid and work scheduled, cancellation will result in:
• Forfeiture of the deposit; and
• Payment of any work, fabric or material costs incurred in excess of the deposit.
4.7 Final balance
The remaining 50% balance is payable on completion, prior to delivery or collection of the finished piece. Title in the goods remains with House of Sonnaz until full payment is received.
4.8 Storage
Where the final balance has not been paid within 14 days of notification that the piece is ready, House of Sonnaz reserves the right to charge a reasonable weekly storage fee. Where no contact is made or no payment is received within 90 days of completion, House of Sonnaz reserves the right to sell or otherwise dispose of the item to recover outstanding costs.
4.9 Advice and consultation
We are pleased to offer our advice and consultation services for future projects, including fabric selection, fitting, finishes, design layout and accessory sourcing. Please contact us at welcome@sonnaz.com for more information.
4.10 Limitation of liability for bespoke work
House of Sonnaz takes great care in producing each piece. However, we accept no liability for any pre-existing structural defects in customer-supplied furniture, for fabric shrinkage or fading from use or environmental factors, or for any natural variations inherent in handcrafted work.
4.11 Acceptance
By paying your deposit, you confirm that you have read, understood and accepted these terms of sale.
5. Privacy Policy
House of Sonnaz respects your privacy and is committed to protecting your personal data. This Privacy Policy explains how we collect, use, share and protect information about you when you visit our website or place an order with us, in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
5.1 Data controller
House of Sonnaz Ltd is the data controller responsible for your personal data. You can contact us at welcome@sonnaz.com or by writing to us at Unit 6C Uddens Trading Estate, Wimborne BH21 7LQ.
5.2 Information we collect
We may collect and process the following categories of personal data:
• Identity data: name, title
• Contact data: billing and delivery addresses, email address, telephone number
• Financial data: payment card details (processed securely by our payment providers — we do not store full card details)
• Transaction data: details of products you have purchased, order history
• Technical data: IP address, browser type and version, time zone, device information, operating system
• Usage data: information about how you use our website, including pages visited and items viewed
• Marketing data: your preferences in receiving marketing communications
5.3 How we collect your data
• Directly when you place an order, register an account, contact us, or subscribe to our newsletter
• Automatically as you interact with our website (cookies and similar technologies)
• From third parties such as analytics providers (Google), payment providers (Shopify, Stripe, PayPal), and advertising platforms (Meta)
5.4 How we use your data
We use your personal data for the following purposes, on the legal bases stated:
• To process and fulfil your orders — basis: performance of a contract
• To manage payments and refunds — basis: performance of a contract
• To respond to your enquiries — basis: legitimate interest
• To send marketing communications (where you have opted in) — basis: consent
• To improve our website and services — basis: legitimate interest
• To comply with legal and regulatory obligations — basis: legal obligation
• To prevent fraud and protect our business — basis: legitimate interest
5.5 Sharing your data
We may share your personal data with the following categories of recipients, in each case only where necessary and under appropriate safeguards:
• Service providers — e.g. Shopify (e-commerce platform), payment processors (Stripe, PayPal), couriers and delivery partners, email service providers
• Marketing partners — e.g. Meta (Facebook & Instagram), Google, where you have given consent
• Professional advisers — accountants, lawyers and insurers, where reasonably required
• Regulators and law enforcement — where required by law
We do not sell your personal data to any third party.
5.6 International transfers
Some of our service providers may be based outside the UK. Where personal data is transferred outside the UK, we ensure appropriate safeguards are in place, such as UK adequacy regulations, the UK International Data Transfer Agreement, or Standard Contractual Clauses.
5.7 Data retention
We retain your personal data only for as long as necessary to fulfil the purposes for which it was collected, including for legal, accounting or reporting requirements. Order and transactional records are typically retained for 6 years to meet HMRC requirements. Marketing data is retained until you unsubscribe or withdraw consent.
5.8 Your rights under UK GDPR
You have the following rights in relation to your personal data:
• Right of access — to obtain a copy of your personal data
• Right to rectification — to correct inaccurate or incomplete data
• Right to erasure — to request deletion of your data (in certain circumstances)
• Right to restrict processing — to limit how we use your data
• Right to data portability — to receive your data in a portable format
• Right to object — to processing based on legitimate interests or for direct marketing
• Right to withdraw consent — at any time, where processing is based on consent
To exercise any of these rights, please contact us at welcome@sonnaz.com. We will respond within one month.
5.9 Complaints
If you are unhappy with how we have handled your personal data, you have the right to lodge a complaint with the Information Commissioner's Office (ICO) at ico.org.uk or by calling 0303 123 1113. We would, however, appreciate the opportunity to address your concerns first — please contact us at welcome@sonnaz.com.
5.10 Security
We have implemented appropriate technical and organisational measures to protect your personal data against unauthorised access, alteration, disclosure or destruction, including encrypted payment processing and secure hosting.
5.11 Changes to this Privacy Policy
We may update this Privacy Policy from time to time. The latest version will always be available on our website with the "last updated" date shown.
6. Cookie Policy
This Cookie Policy explains how House of Sonnaz uses cookies and similar technologies on our website.
6.1 What are cookies?
Cookies are small text files placed on your device when you visit a website. They help websites work efficiently, remember your preferences and provide information to the site owner.
6.2 Types of cookies we use
• Essential cookies — required for the website to function (e.g. shopping cart, checkout)
• Performance cookies — to analyse how visitors use our site (e.g. Google Analytics)
• Functional cookies — to remember your preferences and improve your experience
• Marketing cookies — to deliver relevant advertising and measure campaign performance (e.g. Meta Pixel, Google Ads)
6.3 Managing cookies
You can control cookies through our cookie consent banner displayed when you first visit the site. You can also manage cookies through your browser settings — please refer to your browser's help for instructions. Disabling certain cookies may affect the functionality of the site.
6.4 Third-party cookies
Some cookies are placed by third-party services, such as Shopify, Google, Meta and our payment processors. We do not control these cookies; please refer to the relevant third party's privacy policy for more information.
7. Legal Notice & Company Information
Please complete and verify the details below with your accountant or solicitor before publishing.
7.1 Company details
Registered company name: House of Sonnaz Ltd
Trading name: House of Sonnaz
Company registration number: 09639089
Country of registration: England and Wales
Registered office address: Unit 6C, Uddens Trading Estate, Wimborne BH21 7LQ
VAT registration number: GB193 1059 12
7.2 Director(s)
Director(s): Sonnaz Corry as registered at Companies House]
7.3 Regulatory information
House of Sonnaz complies with all applicable consumer protection legislation in the United Kingdom, including:
• Consumer Rights Act 2015
• Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
• Sale of Goods Act 1979 (as amended)
• Furniture and Furnishings (Fire) (Safety) Regulations 1988 (as amended)
• UK General Data Protection Regulation and Data Protection Act 2018
• Electronic Commerce (EC Directive) Regulations 2002
7.4 Online dispute resolution
In accordance with EU Regulation 524/2013, the European Commission provides an online dispute resolution platform at https://ec.europa.eu/consumers/odr. We are committed to resolving any disputes amicably; please contact us first at welcome@sonnaz.com.
8. Contact Information
We are always happy to hear from you. Please use the details below to get in touch.
General enquiries, orders & support
Email: welcome@sonnaz.com
Telephone: 01202 877 371
Address: Unit 6C, Uddens Trading Estate, Wimborne BH21 7LQ
Trading hours
Monday – Friday: 9:30 – 16:00
Saturday – Sunday: closed / by appointment
Workshop visits
Our Wimborne workshop is open to visitors by appointment only. Please contact us in advance to arrange a visit.
Press & collaborations
For press, partnership or wholesale enquiries, please email welcome@sonnaz.com with "Press" or "Collaboration" in the subject line.
9. Product Page Short-Form Terms
The following short-form notice may be added to the description of every made-to-order product page (sofas, chairs, tables, bespoke commissions).
Please note: This piece is handcrafted to order in our Dorset workshop. A 50% deposit is required to confirm your order, with the balance due before delivery. Production lead time is currently 5–6 weeks from receipt of materials. Made-to-order items are non-refundable once production has commenced. Full terms of sale apply — please see our Returns Policy and Terms of Sale for details.
10. Where to Use These Policies
Shopify (Settings > Policies)
• Return and refund policy — Section 2 (Returns, Refunds & Cancellations Policy)
• Privacy policy — Section 5 (replaces Shopify's auto-generated version with this brand-protective custom version)
• Terms of service — Section 3 (Terms of Service)
• Shipping policy — Section 1 (Shipping, Delivery & Collection Policy)
• Contact information — Section 8 (Contact Information)
• Legal notice — Section 7 (Legal Notice & Company Information)
Online Store > Pages (visible in footer)
• Create a "Terms of Sale — Bespoke Commissions" page using Section 4
• Create a "Cookie Policy" page using Section 6
Meta Commerce Manager (Settings > Delivery and returns)
• Return profile — update window to 14 days; link to your Shopify Returns page (houseofsonnaz.com/policies/refund-policy)
• Delivery profile — create UK profile: £10 standard, free over £200, 3–10 working days
Made-to-order product pages on Shopify
• Add the Product Page Short-Form Terms (Section 9) to the description
Important Notice
These policies have been prepared as a comprehensive, brand-protective starting point and reflect UK consumer protection law in force as of May 2026. However, they are provided as drafts and should be reviewed by a qualified UK solicitor before publication, particularly:
• To verify and insert company registration details, VAT numbers and registered addresses (highlighted in orange italics)
• To confirm regulatory references remain current at the time of publication
• To tailor any specific provisions to your evolving business model
House of Sonnaz should retain a record of the date each policy was last updated and ensure any future updates are version-controlled.
For any questions about these documents, please contact welcome@sonnaz.com.