We like our coffee black, our donuts jammy and our shopping simple. Anything purchased online or in one of our 9 stores is backed up by our Alpine Bond.
Amanda - Customer Support Sales Hero
- Where is my Order?
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You can check your tracking information straight from your account page. When we have despatched your order you will also get an email confirmation including the tracking link (if sent on a tracked service). If your order is overdue please get in touch
- When will my Sonder bike be built?
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You can check your account page for the latest updates to your orders status.
If at the time of purchase we gave you a 'Deliveries from' date this is the earliest date we expect to have all of the components we need to make your build. Once you have placed your order our Sonder team will get your bike into our build queue and let you know the week in which we will build and despatch it. We will communicate to you any changes to this date.
Please make sure you have read and understood the following before making your purchase:
- Payment will be taken immediately and your item will be built / dispatched when stock arrives.
- Any other products ordered at the same time as a pre-ordered item will be held until the pre-ordered item comes into stock. If you would like your additional items to be dispatched immediately, please make a separate order.
- This date is an estimate of when the stock will be ready for despatch. This can change and we will email you if it does.
- What are Pre-Orders?
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Pre Orders give you the opportunity to purchase your items early. Look out for the pre order date on each of these products as this is the date we expect to despatch it.
Please make sure you have read and understood the following before making your purchase:
- Payment will be taken immediately and your item will be dispatched when stock arrives.
- Any other products ordered at the same time as a pre-ordered item will be held until the pre-ordered item comes into stock. If you would like your additional items to be dispatched immediately, please make a separate order.
- The Pre Order date is an estimate of when the stock will be ready for despatch. This can change and we will email you if it does.
- Do you offer quantity discounts?
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We aim to keep our prices awesome at all times for all our customers. However, if you are bulk ordering 10 or more of one product, then we can offer you our bulk discount, passing on what we save on postage, processing and despatch.
- 10% off 10+ of a product
- 15% off 15+ of a product
To place a bulk order start the conversation in the live chat window and we will walk you through the process.
- Ordering Custom UK Made Products
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Whether it is a slightly modified version of one of our stock products or a bespoke design tailor made for you, Emma our factory manager would love to hear from you. Start the conversation in the live chat window and we will walk you through the process.
- Can we add our branding to your products?
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We are frequently asked by MRT teams, outdoor education centres, climbing wall staff and outdoor groups if we can add their logo to our products. Depending on the product and the complexity of your design we can use screenprint, embroidery or heat press. Start the conversation in the live chat window and we will walk you through the process.
- Missing, damaged or unexpected item
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If you order is not as expected please get in touch so that we can get the matter resolved as quickly as possible.
- I think my payment failed
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You can check your order payment status in your account page. If you cannot find your order listed please get in touch with us.
- When will your product be back in stock?
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If we have a confirmed order placed we will add an ETA to the product page. You can sign up for a Stock Alert directly from the product page, as soon as the product is available for sale you will receive a notification.
- How can I change my address?
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We cannot amend your delivery address once your order has been placed. If you have used the incorrect address we will have to cancel your order and place a new one.