Shipping & returns
Update: 14 November 2023
Please note that as we enter a very busy period for our warehouse team, orders may take up to five working days to fulfil. We'll do our best to maintain our usual levels of service, but please bear with us - thank you for your patience and understanding.
We aim to dispatch orders within 48 hours of receipt. During particularly busy times e.g sale periods, this may take slightly longer and you can follow the link on your confirmation to keep up to date. We ship orders Monday to Friday from our UK warehouse.
All UK orders will be shipped by DPD Local, and will be charged at £5.95 per delivery. Orders over £100 qualify for free shipping via DPD Local. We aim to ship all orders with 48 hours (two working days). DPD Local provide delivery updates via email and SMS, which require us to share an email address and mobile number with them.
Please contact email@example.com with any questions. Thank you for your patience and understanding.
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.
Your shipping cost includes the cost of EU duties and taxes, which will be managed by our shipping partner DHL. Local charges may still apply please check with your local authorities before ordering.
Shipping costs are calculated at checkout, and are based on your shipping address and the size and weight of the items that you are purchasing.
All non UK orders of £250 or more are eligible for free shipping. All other non-UK orders are charged a flat shipping rate of £25 via our shipping partner DHL.
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.
UK VAT (sales tax) is applied to orders dispatched to the UK. Please be aware that orders delivered outside the United Kingdom may attract additional import duty or local sales tax.
SHIPPING & RETURN FAQs
Can I exchange my order for completely different items?
If you are exchanging for items with a lesser value we will refund the difference. If you would like to exchange for items with a higher value, you will need to request a refund on the original order and place a new order for the replacement items of higher value. We will refund your original purchase as soon as we receive the goods back.
How long will it take to send out my exchange items?
We receive returns daily, Monday – Friday. We aim to process them within 48 hours of being received, although it can take longer during busy periods.
Will I be charged tax or import duty on my replacement item?
We mark all replacement shipments as ‘exchange’ or ‘replacement’ with ‘no commercial value’, on the basis taxes would have been paid on the original order. In the unlikely event the your local authorities request taxes on the replacement item, we recommend that you dispute these charges with them directly.
How long will it take to process my refund?
We aim to process all refunds within 48 hours of receiving the returned items. We will send you a confirmation email to notify you we have refunded your card. Please note – refunds can take up to 10 days to credit on your account statement, dependent on the card issuer.
Returns & Refunds
We offer an exchange or full refund* on all orders returned back to us within 14 days of receipt. Returns after this date will only be accepted at our discretion.
All items that are returned or exchanged must be unworn and in their original condition, including any packaging and swing tags. If any item is damaged, soiled or altered this may not be accepted and may be sent back to you.
*Please note: Refunds exclude all shipping costs.
Simply return the items back to us at the address below, ensuring that the items are securely packaged, so as not to be damaged in transit.
Before returning your items to us, please check:
- The items for return are unworn, in re-saleable condition, complete with all swing tags & packaging
- You have included your original invoice, with your preference for exchange or a refund
- If you wish to exchange your items, remember to specify for which product, colour & size, using the space provided on your invoice
We recommend that you use our chat app or send us a quick email to email@example.com so we can put the replacement item aside for you. As we produce in limited quantities there is a chance that we may not be able to fulfil your request, in these circumstances we will process a refund.
We also recommend that you use an insured courier service with signature on delivery. Sounder cannot take responsibility for any products lost or damaged in transit back to us.
Please use the following address for returns:
5 Thameside Industrial Estate
Got a question not answered here?
Email us firstname.lastname@example.org