Verzendbeleid

Where do we ship?

We are shipping to some European locations with more to follow:

Albania, Andorra, Armenia, Austria, Belarus, Belgium, Bosnia And Herzegovina, Bouvet Island, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Georgia, Germany, Greece, Guernsey, Hungary, Iceland, Ireland, Isle Of Man, Italy, Jersey, Latvia, Liechtenstein, Lithuania, Luxembourg, North Macedonia, Malta, Mayotte, Moldova, Republic of, Monaco, Montenegro, Netherlands, Poland, Portugal (19 of 20 regions), Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey, Ukraine

This list may be subject to individual product restrictions or temporary changes at short notice. Please go to checkout with items to see if your country shipping is available.

Who do we ship with?

DHL and DPD are our main EU couriers.  The choice depends on each order as the weight, destination, item size, restrictions on goods and other factors need to be taken into account.

How long does delivery take?

Due to the ongoing COVID-19 situation, our courier partners and warehouse have been impacted by restrictions imposed to follow government guidelines and reduce the risk of staff members.

Please note that this is causing some delays in dispatch, as well as increases to some transit times for our couriers. 

For all orders we aim to dispatch out in 3-5 working days (where the order does not contain preorders).  Delivery depends on the courier service but typically DPD/DHL service is 3-5 working days from dispatch.

Delivery is not guaranteed within this timescale and parcels can occasionally take longer to reach their destinations.

We do not do deliveries outside of the EU presently.

What happens if I order preorder items with non preorder items?

We will wait till all the items are available (the preordered item needs to arrive into our depot) before dispatch of all items together.  If you wish for a quick dispatch of the in-stock items first, please do order them separately from any Preorder items.

How will my order be sent to Europe?

All items will be sent using DPD or DHL international tracked service at our discretion.

Prices will vary by country.

Please allow 10 working days for delivery after dispatch. Should the item not arrive within this time scale please contact your local sorting office to ensure that they are not holding the item for you or help@sokollab.com

Please note our shipping charges do not allow for any charges levied by Customs in the destination country, nor do we accept responsibility for paying such charges.  All EU parcels from this website are shipped from the NETHERLANDS.

Who is responsible for customs and import tariffs for parcels sent to EU destinations?

Please note our shipping charges do not allow for any charges levied by Customs in the destination country, nor do we accept responsibility for paying such charges.  All EU parcels from this website are shipped from the NETHERLANDS.

How will I know when my order has been dispatched?

When your order has been dispatched you will receive an e-mail notification advising you of this.

Failed Deliveries

If our courier is unable to deliver your order because there's no one home, there is inadequate help available, the goods are refused, the driver is unable to access your address / leave it in an appropriate location or you cancel the order whilst in transit, you will be liable for costs incurred for the goods to be returned or redelivered.

Help! I haven't received my parcel, what should I do?

Contact us by sending an email.  We will do what we can to help. If an item sent by Royal Mail has not been received it can often be found at the local sorting office awaiting collection. If not, the Royal Mail has a specific procedure that we can follow in the event of a missing parcel.

If your order has been dispatched with DPD then we can track and trace it using their online system.

For deliveries to Europe, if your item is not collected and is returned to us then we will issue a refund minus the cost of postage. If not received by you, these items will not be deemed to be missing until 20 working days have passed from despatch date.  The timeline may be amended dependent on the Royal Mail or DPD website guidelines.

Due to the ongoing COVID-19 situation, our courier partners and warehouse have been impacted by restrictions imposed to follow government guidelines and reduce the risk of staff members.

Please note that this is causing some delays in dispatch, as well as increases to some transit times for our couriers. 

Help! I have received the wrong item or damaged item in my parcel, what should I do?

Contact us by sending an email.  We will do what we can to help.

It is important not to open any items that are unwanted, as this affects our ability to return them to stock and reduces the options for resolving your issue.  For items sent incorrectly or damaged we aim to exchange or fully refund when unopened and in resalable condition.  

If we don't have this option available we will discuss the other options with you.

Help! I need to cancel my order!

If the order has already dispatched, it will not be possible to cancel the order.  On receipt of the order you would need to contact us to arrange return of the order at your cost.  Shipping costs are not refundable when the order is cancelled/unwanted.

If the order has not yet dispatched and we have received reasonable notice to cancel the order, we will process your request.

My order was cancelled when I did not request it. Why?

Unfortunately in some cases we may need to cancel orders if we are unable to fulfil due to stock error, supplier shortage or damage when goods are received at our warehouse.  We try to minimise these situations but it is possible to occur.  We will try to offer a resolution as best we can, but if we cannot fulfil the order we will need to cancel and will fully refund any payments made where appropriate.