Need support? FAQ

 

Ordering and Delivery

What are delivery options and prices?

Orders within Ireland will be shipped by UPS at a flat rate of €7. Orders within Ireland over €50 are shipped free of charge.

International orders are shipped by UPS at cost price for all orders which depends on location and weight. Cost will be calculated at checkout and you will be able to see how much shipping will cost before finalising your order.  We ship to all EU countries and the UK.

How long will my order take?

Orders within Ireland should arrive in 1-3 working days. International orders should arrive within 5-10 working days depending on destination.

 How can I track my delivery?

When your order ships you will receive a tracking link to the email address you provided at checkout.

Can I amend/cancel my order?

If you would like to change or cancel your order, it may be possible if the order has not yet been processed. Please contact us here or phone +353 1 4515087. If the order has been processed, cancelling or amending it will not be possible. 

Can I order by phone?

We cannot accept orders by phone from individuals. Please use our online store. If you are having difficulty with the store, please contact us here or phone +353 1 4515087 and we would be happy to talk you through it. 

What do I do if there is a mistake/missing item in my order?

If you receive your order and it is not correct, please contact us here.

Can I change my delivery address after the order has been placed?

If you would like to change or cancel your order, it may be possible if the order has not been processed. Please contact us here or phone +353 1 4515087. If the order has been processed, cancelling or amending it will not be possible.

Can I return an item bought online if I change my mind?

If you change your mind and wish to return an item, please return it in its original condition to Sona Nutrition Ltd., 3 Westgate Business Park, Ballymount, Dublin 24, D24 E8XC, Ireland within 7 days of receipt. Please include relevant details allowing us to identify the order, including your name and order number. Please also contact us here to let us know you are returning your items. Provided we receive it back in original condition, we will refund the value paid for the product less a 20% restocking fee. We will not refund any shipping charges nor do we provide free return shipping. This does not affect your statutory rights.

 What do I do if the item I bought is not satisfactory?

We pride ourselves on our impeccable product quality. If for any reason the quality of your product does not meet your satisfaction, please contact us here. We will then pass the issue to our quality department who can investigate the issue and put it right.

Will I be charged customs fees if ordering from outside of Ireland?

Products entering a non-EU country may be liable for certain taxes, duties and processing charges at the destination country. Please be aware that you are solely responsible for these taxes, duties and charges. Customers are also responsible for ensuring the products they intend to import are not prohibited in their home country for any reason.  

We are unable to provide estimates for charges applied by individual countries. We strongly advise that you check with your local customs office before placing your order with us. You will not be refunded for any order returned to us as a result of your failure to accept customs charges.

 

Account

How can I create an account?

In the top right hand corner of the home page you will see an icon of a person. This is where you can find your account. Click here and click create and account. If you have already created an account, you can also log in from this icon or click here.

 How can I change my password?

In the top right hand corner of the home page you will see an icon of a person. Click here and choose option to log in. Once redirected to the log in page click ‘forgot your password. You will then be emailed a link where you can enter and confirm a new password. You can also click here and enter your email address to receive a password reset link. 

What do I do if the ‘forgot password’ link doesn’t work?

If you have tried to reset your password and are still having difficulty please contact us here and we will be happy to help.

How do I update my address/details?

In the top right hand corner of the homepage you’ll see a person icon. From here you can log in and manage your saved addresses and other aspects of your account. Click here to access your account now. 

I’m having trouble logging in what can I do?

Please reset your password using the forgotten password link and ensure your email address is spelled correctly. If you still can't log in, you can contact us here and we will do our best to help. 

Is my personal information safe?

We take all possible steps to protect your personally identifiable information to protect it from loss, misuse and unauthorized access, disclosure, alteration, or destruction.

We will not rent or sell your personal information to other companies, agencies or individuals. We may use your information to improve the content of our site, to customize the site to your preferences, to communicate information to you (if you have requested it), to carry out your purchases and for our marketing and research purposes. We do not hold any financial information or credit card details. See our privacy policy here for further info.

 

 

Products

Are any of your products suitable for vegans?

On each product page you will see this icon  if the product is suitable for vegans. Generally the non suitable products are due to the presence of gelatin or honey but some do contain other animal sourced products.

Do you have any gluten free products?

We have many products suitable for people who need to avoid gluten in their diet. The images of each product contain a full ingredients list. All allergens are in bold making it easy for you to identify which products may be unsuitable for you.

What size are your tablets/capsules?

All vitamin, mineral, herbal and nutritional supplements are in different sizes and formats. Please see the individual product pages for further information.

 Are your products suitable for children?

Our range of baby and children’s supplements can be found online here. We do not recommend that children under 12 years of age be given supplements designed for adults due to both dosing reasons and swallowing difficulties. Please contact your doctor before giving a supplement designed for adults to any child under the age of 12.

Who can I contact with questions about Sona products?

Please contact us here or call +353 1 4515087 and we will pass your query to the relevant department.  

 

Promotions and Discounts

How does the 3 for 2 promotion work?

From time to time, we run a 3 for the price of 2 across all the products online. There are a couple of exceptions, namely products that are already on special offer or are sold as special offer packs. In order to avail of the discount, simply add 3 products to your shopping cart and the discount will be applied automatically to give the cheapest product free. You may order 3 of the same product or mix and match. If you have added three products and the discount is not coming off the total in the cart, please double check that all products you have added are included in the promotion. IMPORTANT: Discounts cannot be refunded. Please make sure your discount has been applied in full before proceeding with your order.

Why isn’t my discount code/promotion working?

There are two types of promotion. One is automatically applied at the shopping cart and the other requires a discount code to be added. First, make sure you have created an account and have logged in as this is required to benefit from both types of code. Next, view your shopping cart. Automatic discounts (such as 3 for 2 or 20% off) will be visible here. In order to apply a discount/promotional code, enter it in the box labelled ‘discount code’ and click apply. IMPORTANT: Discounts cannot be refunded after the order is processed. Please make sure your discount has been applied in full before proceeding with your order.

 

Rewards points and Referral Scheme

How can I earn/spend points?

Easy! Simply create an account, place an order and your points will automatically be added to your account. You will receive 5 points for every €1 spent. These points can then be redeemed in values of €5. 500 points gives a €5 coupon, 1000 points gives a €10 coupon etc. All information regarding your points and rewards can be found by clicking the green star rewards pop up at the bottom of your screen. IMPORTANT: Points cannot be added to your account retrospectively or assigned to orders which did not come from a registered account/ were processed under guest check out. Please ensure you have created an account and logged in before completing your purchase or the points will be lost.

 

How do I redeem points against my order?

When you click on the rewards star icon at the bottom right of the screen it will allow you to log in to your account and view your points. Click on 'ways to redeem' and it will show you your options of coupon based on the number of rewards points you have accumulated. Choose a coupon and click 'redeem'. This will generate a code that you can apply to your cart immediately or save for use at a later date. 

 

I have redeemed my coupon and applied it to my order but the discount is not coming off. What is wrong?

First, check to make sure you are logged into your account. This is required so your points can be recognised and applied to your account.

The coupon can only be applied on full priced items. If there are discounted, special offer or promotional items in your cart the discount will not be applied. Save your coupon and use at a later date when there are no discounted items in your cart. 

If you are logged in and there is no other discounts applied to your cart and yet your coupon is still not working, please contact us here and we would be happy to assist. 

 

How does the referral scheme work?

Simply sign into your account, click the rewards icon in the lower right corner to view your referral link. Refer a friend to our store using this link and when they create an account and place an order over €50, you will both receive a €5 voucher to be used against future orders.

 

 

 

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