Shipping & returns
BREXIT NOTE : For orders shipping to EU countries, please expect delays of up to 2 weeks during the Brexit transition. Please bear with us whilst we adapt to the new logistical approach to shipping these orders.
EU orders will now be subject to local tax / duty charges. Please check with your local authorities before ordering.
We aim to dispatch orders placed before 10am on the same working day. Orders made after 10am are expected to be dispatched by the following working day.
We ship via DPD Local. We will share your email and mobile number with our courier service. This will allow them to provide you with delivery updates via SMS.
More remote areas like the Highlands and Norther Ireland may take 3 working days, all other areas should take 1-2 working days.
UK orders above £100 are eligible for FREE shipping.
UK orders under £150 = £4.95 via DPD
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.
Note to Russian customers: due to strict shipping guidelines we can only ship to company addresses within Russia. Private addresses will not be accepted.
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.
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.
International orders above £200 are eligible for FREE shipping.
International orders under £200 = £20 via DHL
EXTRA TAXES / DUTY FEES UPON DELIVERY
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. For international orders the recipient is responsible for all import duties, tax and administration charges that maybe applied by your local customs.
This is to be paid by the receiver upon arrival in the country or at delivery. Rules and charges vary by country and local governments.
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 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:
Dye House Road
Got a question not answered here?
Email us firstname.lastname@example.org