How do I track my parcel?
When your order is shipped you will receive an email with your consignment number and a link to track the status of your parcel.
Will I be charged tax or duty?
UK VAT (sales tax) is applied to orders dispatched to the UK and all EU destinations. For all other destinations, as the recipient you are responsible for all import duties, tax and administration charges that maybe applied by your local customs. These charges vary dependent on the country and if you are unsure we would recommend you contact your local customs office for more information.
Where do you ship?
We ship to any country that accepts DHL Express. At this time this includes:
Australia, Austria, Belgium, Canada, Cyprus, Czech Republic, Denmark, Finland, France, Germany, Greece, Iceland Ireland, Italy, Japan, Jersey, Lithuania, Luxembourg, Malaysia, Netherlands, New Zealand, Norway, Poland, Portugal, Republic Of Korea, Russia, Singapore, Spain, Sweden, Switzerland, Thailand, UK and the United States.
If your country is not listed above, please send us a mail at firstname.lastname@example.org and we will do our best to find a way to ship to you.
How long will my order take to arrive?
We ship from our warehouse in London. We aim to ship all orders within 48 hours (two working days) f receipt. Please check our shipping and returns page for more info.
Can I change my delivery address?
Not a problem if you contact us before the item is shipped. Once the item is shipped it is difficult for us to re-arrange delivery but in either instance please contact us and we will see what we can do, drop us an email at email@example.com
Can I have my order delivered to another address than my billing address?
Yes, you can select a separate delivery address at the checkout page on the website.
What happens if I am not there to sign for my order?
If no one is available to sign for your order then the courier will leave a card. If you are in the UK this will be Royal Mail, DHL or ParcelForce, and the card will give instructions to re-arrange delivery. If non-UK, this will be via DHL who will attempt to re-deliver on the next working day. DHL will make two attempts to deliver on consecutive business days then leave a card to rearrange the delivery or arrange collection from your local depot
Can I return something for a refund?
We will do our utmost to ensure that you are happy with your purchase. This includes offering refunds on orders that meet our returns policy.
What if I got the wrong size?
We know shopping online can be tricky so we are here to help! If you aren’t sure about fit or sizing, we will do everything that we can do offer size exchanges, advice, measurements or photos, just email firstname.lastname@example.org. You can also return your order if it meets our returns policy.
I can’t see the item I’m looking for. Do you have it in stock?
We are always happy to help you find a hard-to-find Sounder item you are searching for. We do not produce in huge quantities as we do not believe in mass production and is it is likely that if an item is not showing that it is sold out. However, please send us a message with the style name, colour and size and if it comes back into stock you will be the first to know.
Can I come in to try things on?
Sounder is a digital business and we do not currently have a physical retail space or showroom. Please sign up to our mailing list to be the first to know about pop ups or events where you might be able to come along and try items on.
Got a question about returns?
View all information on shipping and returns.
Can't find the answer to your question?
Drop us an email at email@example.com and we'll do our best to help. We try to reply to all queries within one working day.