Shipping Policy

Last updated: October 2026

Thank you for shopping with Sotto. This Shipping Policy explains where we ship, how your order will be processed and delivered, and what taxes, duties or other charges may apply.

Order Processing

Except as otherwise stated on our website, orders are processed within 2 business days, excluding weekends and public holidays.

Orders placed after noon, on weekends or on public holidays may begin processing on the next business day.

Once your order has been dispatched, you will receive a shipping confirmation email with tracking information where available.

During particularly busy periods, including product launches, promotional periods and public holidays, processing times may be longer than usual.

Where We Ship From

Sotto currently fulfils orders from locations in the United Kingdom and Canada.

Orders are generally fulfilled as follows:

• United Kingdom and Europe: dispatched from the United Kingdom.

• Canada, United States, Australia and New Zealand: dispatched from Canada.

We reserve the right to fulfil an order from a different location where reasonably necessary.

Shipping Destinations

We currently ship to:

United Kingdom

European Union: Austria, Belgium, Bulgaria, Croatia, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and Sweden.

North America: Canada and the United States.

Oceania: Australia and New Zealand.

Available shipping options may vary depending on the destination.

Shipping Methods & Delivery Times

Available shipping methods and estimated delivery times are displayed at checkout.

Delivery times are estimates rather than guarantees and begin once your order has been dispatched.

Delivery may be affected by carrier delays, customs processing, severe weather, public holidays or other events outside our reasonable control.

International orders may take longer to arrive due to customs processing in the destination country.

Shipping Costs

Shipping charges are calculated and displayed at checkout based on factors including your destination, order weight and selected shipping method.

Free shipping may be available on selected orders, destinations or promotions where displayed on our website or at checkout.

Taxes, Duties & Customs

United Kingdom Orders

Orders delivered to addresses within the United Kingdom are normally dispatched from our UK stock.

As these orders are fulfilled domestically, customers will not normally be required to pay customs duties or import charges.

Any applicable UK taxes will be handled in accordance with applicable UK tax requirements and, where required, reflected in the price or at checkout.

Canadian Orders

Orders delivered to addresses within Canada are normally dispatched from our Canadian stock.

As these orders are fulfilled domestically, customers will not normally be required to pay customs duties or import charges.

Applicable Canadian sales taxes, including GST/HST and applicable provincial sales taxes, will be collected where Sotto is required to do so and will be shown at checkout.

European Union Orders

Orders delivered to countries within the European Union are normally dispatched from the United Kingdom and are therefore international shipments entering the EU.

Your order may be subject to VAT, customs duties, import taxes, customs clearance charges, brokerage fees, carrier handling fees or other import-related charges.

Where applicable and available, taxes, duties and other import charges may be calculated and collected at checkout. Any amounts collected by Sotto will be shown before you complete your purchase.

If checkout expressly states that applicable duties and taxes are included or prepaid, those charges will be handled accordingly.

If duties, taxes or other import charges are not collected or stated as prepaid at checkout, any VAT, customs duties, import taxes, customs clearance charges, brokerage fees, carrier handling fees or other charges imposed in connection with importing your order are the responsibility of the customer.

These charges are determined by the relevant customs authorities and/or carrier and are outside Sotto's control.

The amount payable may depend on factors including the destination country, value of the order, product classification, country of origin and applicable customs rules.

We cannot guarantee or predict the amount of any charges that may be imposed. We recommend checking the applicable import requirements in your destination country before placing an order.

Customs processing may also affect delivery times.

United States Orders

Orders delivered to the United States are normally dispatched from Canada and are therefore international shipments.

Orders entering the United States may be subject to customs duties, tariffs, taxes, brokerage charges, processing charges, carrier handling fees or other import-related charges.

Where applicable and available, these charges may be calculated and collected at checkout and will be shown before you complete your purchase.

Unless checkout expressly states that applicable duties and taxes are included or prepaid, any duties, tariffs, taxes, brokerage fees, customs charges or other import-related charges are the responsibility of the customer.

The amount of any import charges is determined by the relevant customs authorities and/or carrier and may depend on factors including product classification, product value, country of origin and applicable tariff rules.

Sotto does not control these charges and cannot guarantee or predict the amount that may be payable.

Australian Orders

Orders delivered to Australia are normally dispatched from Canada and are therefore international shipments.

Orders may be subject to Australian GST, customs duties, import processing charges, brokerage or carrier fees, or other import-related charges.

Where Sotto is required to collect Australian GST or other applicable taxes at checkout, these amounts will be shown before you complete your purchase.

Unless checkout expressly states that applicable duties and taxes are included or prepaid, any customs duties, import taxes, clearance charges or other import-related fees imposed on the shipment are the responsibility of the customer.

These charges are determined by the relevant Australian authorities and/or carrier and are outside Sotto's control.

New Zealand Orders

Orders delivered to New Zealand are normally dispatched from Canada and are therefore international shipments.

Orders may be subject to GST, customs duties, levies, customs clearance charges, brokerage or carrier handling fees, or other import-related charges.

Where Sotto is required to collect New Zealand GST or other applicable taxes at checkout, these amounts will be shown before you complete your purchase.

Unless checkout expressly states that applicable duties and taxes are included or prepaid, any customs duties, import taxes, levies, clearance charges or other import-related fees imposed on the shipment are the responsibility of the customer.

These charges are determined by the relevant New Zealand authorities and/or carrier and are outside Sotto's control.

International Orders – Important Information

For all international orders, Sotto cannot guarantee that an order will be free from customs duties, tariffs, taxes, brokerage fees, clearance fees or other import charges.

Where applicable charges are collected at checkout, they will be shown before you complete your purchase.

Unless expressly stated at checkout that applicable duties, taxes and import charges are included or prepaid, the customer is responsible for paying any charges imposed by the destination country's customs authority, government agency or carrier in connection with importing the order.

By placing an international order with Sotto, you acknowledge that additional charges may become payable before or at delivery.

Refused or Unpaid Customs Charges

If you refuse or fail to pay applicable customs duties, taxes, tariffs, brokerage charges or other import fees and your order is consequently refused, abandoned or returned to Sotto, we may deduct reasonable costs incurred as a result from any refund otherwise due to you, to the extent permitted by applicable law.

These costs may include return shipping charges, customs charges, carrier fees and handling costs incurred by Sotto.

Any applicable refund will be processed after the returned parcel has been received and inspected by us.

Nothing in this section limits any statutory consumer rights you may have under applicable law.

Customs Delays

International orders may be subject to customs processing in the destination country.

Customs authorities may inspect a shipment or request additional information or payment from the recipient before releasing it.

Customs processing is outside Sotto's control and may affect delivery times.

Order Tracking

Once your order has been dispatched, we'll email you a shipping confirmation containing a tracking number and tracking link where available.

Please allow some time for tracking information to become active after receiving your shipping confirmation.

Customers are encouraged to monitor their tracking information for delivery updates.

Address Accuracy

Please check that your shipping address is complete and accurate before placing your order.

If you notice an error after ordering, contact us at hello@sottoldn.com as soon as possible.

We will try to accommodate address changes before an order is dispatched but cannot guarantee that changes can be made once an order has entered the fulfilment process.

Once an order has been dispatched, we may be unable to change or redirect the delivery address.

If an order is returned to Sotto because an incorrect or incomplete address was provided, reasonable additional shipping or handling costs may be deducted from any refund or charged for redelivery, where permitted by applicable law.

Failed Delivery & Unclaimed Parcels

If a delivery attempt is unsuccessful, the carrier may provide instructions for redelivery or collection.

Customers are responsible for monitoring their tracking information and making reasonable arrangements to receive or collect their order.

If an order is returned to Sotto because it was not collected or delivery could not be completed, reasonable return shipping and carrier costs incurred by Sotto may be deducted from any refund otherwise due, where permitted by applicable law.

Lost, Damaged or Delayed Packages

If your order is lost, damaged or significantly delayed, please contact us at hello@sottoldn.com with your order number and relevant details.

We will work with the carrier to investigate the shipment.

If your order arrives damaged, please contact us as soon as reasonably possible and provide photographs of the product and packaging where possible so that we can investigate the issue.

An order will not automatically be considered lost solely because it has been delayed.

Where appropriate, we will provide a replacement or refund in accordance with applicable consumer protection law.

Order Changes & Cancellations

If you need to change or cancel your order, please contact us at hello@sottoldn.com as soon as possible.

We may be able to accommodate changes or cancellations before an order is dispatched, but we cannot guarantee that an order can be changed or cancelled once processing has begun.

Once an order is in transit, we are generally unable to modify or redirect it.

Nothing in this section affects any statutory cancellation or return rights you may have under applicable consumer protection law.

Returns

Returns are governed by our separate Returns & Refund Policy.

This Shipping Policy should be read together with our Returns & Refund Policy and Terms of Service.

Nothing in this Shipping Policy is intended to exclude, restrict or override any rights available to consumers that cannot legally be excluded under applicable law.

Changes to This Policy

We may update this Shipping Policy from time to time to reflect changes to our fulfilment arrangements, shipping services, destinations, customs requirements or applicable laws.

The current version will always be published on our website.

Questions?

If you have any questions about shipping, customs charges or delivery before placing your order, please contact us:

Email: hello@sottoldn.com

Alternatively, please use the contact details provided in our Contact Information Policy.