RETURNS & EXCHANGES
RETURN POLICY
We really hope that you love your Sonder items as much as we do. But if for some reason, you would like to make a return, please read the following return policy before you proceed.
Returns must be done within 14 calendar days of receiving the order. As a customer you have a right of withdrawal for 14 days after receipt of the goods, according to the Distance and Home Sales Contracts Act (2005: 59).
The returned clothing must be unused with the safety tags on and intact within the original packaging to be eligible for return. Items that are used, damaged, soiled or in any way altered, may be rejected and returned back to the customer.
Any returned beauty products must be unused and intact within the original packaging to be eligible for return.
Your right to withdrawal does not apply in relation to such products that have been produced according to your special requirements, e.g. products with a customized variation, print, or sewing made on your request, such as personalized monograms or additional laces, nor to products that cannot be returned due to health or hygiene reasons (e.g face masks or underwear).
If you order a product that was purchased to receive a free item and wish to return the purchased item within the 14-day return period, you must also return the free item that came with the order.
Please note that products marked as "Final Sale" are not eligible for return, refund, or exchange. All Final Sale purchases are final and non-refundable, unless otherwise required by applicable law. We kindly ask you to carefully review all product details before completing your purchase.
HOW TO MAKE A RETURN
To return your items free of charge follow these steps:
1. Fill in the form and submit it online and/or add it to the package.
2. Stick the supplied address sticker onto the package. Make sure it covers the old label.
3. Hand over the package to the carrier or if available in your country return the package in one of our stores.
Please note: All your articles must be complete, unworn, unwashed and with all attached labels in the original packaging. Items must be returned within 60 days of receipt of your order.
HOW TO MAKE A CLAIM
If you've received an incorrect or damaged item, please contact us immediately at rnes9467@hotmail.com.
When contacting us, please include:
- Your order number
- Description of the issue
- Photos of the item and/or damage
We will review your claim and get back to you as soon as possible with the next steps.
REFUNDS
Once we have received and inspected your returned items, we will process your refund. The refund will be made to the original payment method used for the purchase.
Please note that it may take 5-10 business days for the refund to appear in your account, depending on your bank's processing times.
If you have any questions about your refund, please don't hesitate to contact us at rnes9467@hotmail.com.