We can despatch your order the day you order it. Find out what delivery options we have for your location.

All standard orders placed before 2 pm Monday - Friday will be despatched the same day.&#xA0;If you have ordered a bike or a custom uk-made product your order will be despatched as soon as it has been built.Standard delivery to Europe is&#xA0;7-16 days.

How long will it take to receive my order?

Have peace of mind and track your order from despatch to delivery. Track your order from email or your Members Rewards account.

For your convenience, there are multiple places where you can access your tracking information.Get your tracking link from your EmailWhen we have despatched your order, you will get an email confirmation that includes your tracking link (if sent on a tracked service). Click on the link in this email to get your tracking status.Get your tracking link from your&#xA0;My Orders pageYou can also check your tracking information from <a href="https://alpkit.com/account/login">your Members Rewards Account Page</a>. Log in and click on your My Orders page. Your latest orders will be listed along with your tracking link.Get your tracking link from the&#xA0;Live Chat WidgetYou can also track your order from the Live Chat widget. Click on the &apos;Chat with us&apos; button in the bottom right of your screen and it will spring open. Click on the Track and Manage your order tab and follow the instructions. If you are already logged in with your Members Rewards account your orders will be listed already.

How do I track my order?

We will walk you through some steps to get your issue resolved as quickly as possible.

Sorry your order has not arrived as quickly as it should have.The first step is to check your tracking information. You can do this by clicking on your tracking number in either:<ul><li>Your Members Rewards Account</li><li>In the Live Chat Window</li><li>From your order despatch email</li></ul>If the tracking indicates your order has been delivered and you are in a shared space please check to see if one of your colleagues or family members has already accepted it.If your delivery appears to be stalled, lost or you do not have a tracking number please get in touch and we will make the necessary enquiries with the courier.

I haven't received my order, what should I do?

Our warehouse is on the edge of the Peak District in the UK, but occasionally, stock may be located in stores. When this happens you will receive multiple shipments. Find out more.

Your order will be despatched from our warehouse on the edge of the Peak District in the UK. Occasionally, stock may be held in stores that is not in our warehouse. In these cases, your order may be split, and you will receive multiple shipments.

Where will my order come from?

Our Sonder bikes are built to order in the UK. Find out how to check the progress of your build.

As soon as you have placed your order our Sonder team will get your bike into our build queue.If your bike was available as Buy Now, Ride in 5 days it will be built and despatched within 5 days.If your bike was listed with a &apos;Deliveries from&apos; date, this is the earliest date we expect to have all of the components we need to make your build. Our Sonder support team will contact you and let you know the week in which we will build and despatch it. We will communicate to you any changes to this date.You can also view your bike order by logging in to your Members Reward Account.

Where is my bike?

Contact us as soon as possible and we will try and intercept it.

If you have placed an order but wish to cancel it, please phone or open a live chat.We&#x2019;ll try our best to make any changes, but can&#x2019;t guarantee as the order may already have been processed.&#xA0;

How do I cancel or change my order?

If something is wrong with your delivery please let us know so we can get you back on your adventure as quickly as possible.

If something is wrong or you need any help or advice with any of our products or deliveries, then please let us know by choosing one of these options:<ol><li style="font-size: 16px; caret-color: rgb(65, 65, 65); color: rgb(65, 65, 65); font-family: sans-serif;">Phone Alpkit Customer Service on +44 1773 417007. We have a dedicated Sonder phone line on +44 1773 417006.</li><li style="font-size: 16px; caret-color: rgb(65, 65, 65); color: rgb(65, 65, 65); font-family: sans-serif;">Open a Live Chat.</li><li style="font-size: 16px; caret-color: rgb(65, 65, 65); color: rgb(65, 65, 65); font-family: sans-serif;">Email us using the contact form in our support centre.</li></ol>

There is something wrong with my order, what should I do?

Please get in touch so we can trouble shoot. If we are unable to get you sorted at home you can use our free returns address or return if store if its more convenient for you.

&quot;If one of our products does not meet your expectations upon delivery, or if during its lifetime does not live up to the demands placed upon it, please return it to us for repair, replacement or refund. If the problem is our fault then we will do this to your satisfaction. If it&#x2019;s your fault then we will help out the best we can.&quot;Our reputation has been built on looking after our customers and we stand by our Alpine Bond.If something is wrong or you need any help or advice with any of our products or deliveries, then please let us know by choosing one of these options:<ol><li>Phone Alpkit Customer Service on +44 1773 417007. We have a dedicated Sonder phone line on +44 1773 417006.</li><li>Open a Live Chat.</li><li>Email us using the contact form in our support centre.</li></ol>

I received a faulty item, what should I do?

View your order history by creating a Members Rewards Account. As well as seeing your order history you will also find all the products you have purchased.

You can view your order history by creating a Members Rewards Account.As well as seeing your order history you will also find all the products you have purchased.Create a <a href="https://us.alpkit.com/account/login">Members Rewards Account</a> or <a href="https://us.alpkit.com/account/login">Login</a>

Where can I view my order history?

This is your opportunity to jump the queue. Look out for the pre order date on each of these products as this is the date we expect to despatch it.

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:<ul><li>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.</li><li>If you would like your additional items to be dispatched immediately, please make a separate order.</li><li>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.</li></ul>

What are Pre Orders?

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.

We 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 product15% off 15+ of a productTo place a bulk order start the conversation in the live chat window and we will walk you through the process.

Do you offer bulk discounts?

We feel that our Sonder bikes and wheelsets will enable your adventures, but if you don’t love your Sonder, you can send it back for a no-quibble refund within 28 days.

If you don&#x2019;t love your Sonder bike or Sonder wheels, you can send them back for a no-quibble refund within 28 days.Terms<ul><li>Applies to complete bikes and Sonder wheelsets only.</li><li>Custom frames are excluded.</li><li>Bikes must not have been modified from their original specification.</li><li>You pay return postage.</li></ul>

What is the Sonder 28 day ride guarantee?

Our accident replacement scheme was created to soften the blow of accidental damage to your beloved Alpkit products

There is nothing like nice shiny kit to make you feel superhuman; however, sometimes mysterious powers intervene, your well-meaning gran bleaches your down sleeping bag, or you reverse over your new carbon rims.We have all been there, but that doesn&apos;t make it any easier to stomach.Our accident replacement scheme was created to soften the blow of accidental damage to your beloved Alpkit products. If a product is beyond repair, we will offer you a discount on a new replacement item.<ul><li>Up to 50% discount within the first month</li><li>Up to 30% discount within 1 &#x2013; 6 months</li><li>Up to 20% discount within 6 - 24 months</li><li>Up to 10% discount within 24 &#x2013; 36 months</li></ul>We determine the scale of the discount, and you must send the product back to us so that we know it is out-of-circulation.<ul><li>Damage from normal wear and tear does not apply.</li><li>The cost of returning your damaged goods is at your expense.</li><li>It is your responsibility to ensure the goods arrive with us.</li><li>Please make sure returned items are clean and safe for transport.</li><li>You must provide proof of purchase (such as your order number or email receipt). The replacement offer applies to the original owner only.</li><li>Our decision on whether a claim is genuine is final.</li><li>Damage sustained from normal wear and tear does not apply.</li><li>We will determine the value of this accident replacement discount.</li><li>The discount can only be used on the same product - or in the event of an item being out of stock - a like-for-like product and solely for the purpose of the accident replacement.</li><li>The discount can only be applied on the full retail price and not on top of any other discounts or promotions running.</li></ul>

What is the Accident Replacement Scheme?

We are a small company so we guarantee you will get listened to. Get in touch online, by phone or in any of our stores.

We try our best, but we&#x2019;re only human! And we don&#x2019;t always get things right.If you have shopped with us and you aren&apos;t completely satisfied, please contact your store manager directly or contact our Customer Service team at +44 1773 417007 or email us at <a data-fr-linked="true" href="mailto:support@alpkit.com">support@alpkit.com</a>.We will ensure we get things resolved for you ASAP to your satisfaction.&#xA0;As a final last resort, which hopefully will not be necessary, please contact Nick our MD or David our Chief Exec at <a data-fr-linked="true" href="mailto:together@alpkit.com">together@alpkit.com</a>. Nick and David oversee all emails to this email address.

How do I make a complaint?

Credit / Debit Cards. Visa, Mastercard, AMEX. Fast Payments. Apple Pay, Google Pay. Finance. We can only offer finance options to UK based residents.

Credit / Debit CardsVisa, Mastercard, AMEXFast PaymentsApple Pay, Google PayFinanceWe can only offer finance options to UK based residents.

What payment options do you offer?

If one of our products does not meet your expectations upon delivery, or if during its lifetime does not live up to the demands placed upon it, please return it to us for repair, replacement or refund. If the problem is our fault then we will do this

If one of our products does not meet your expectations upon delivery, or if during its lifetime does not live up to the demands placed upon it, please return it to us for repair, replacement or refund. If the problem is our fault then we will do this to your satisfaction. If it&#x2019;s your fault then we will help out the best we can.We call it our Alpine Bond.We&apos;re unashamedly obsessive in our design process, working hard to design high-quality, long-lasting, environmentally preferable products - designed by enthusiasts for enthusiasts. We only select reliable factories for manufacturing and make visiting them a priority.But we&apos;re all human, and stuff will occasionally slip through the cracks, so all our products are warranted against defects in materials and workmanship - just in case. We just want to ensure we always look after you the best we can.3 Year Alpine BondCovers all Alpkit, Sonder and Love Mud brand products.5 Year Alpine BondCovers our Sonder alloy, steel and carbon frames.10 Year Alpine BondCovers our Sonder Titanium frames.25 Year Alpine BondCovers all our UK Made luggage, bags and bouldering mat covers.

What is Alpkit's warranty policy?

The Alpine Bond is a fancy name we give to our warranty. If one of our products does not meet your expectations upon delivery, or if during its lifetime does not live up to the demands placed upon it, please return it to us for repair, replacement or

The Alpine Bond is a fancy name we give to our warranty.If one of our products does not meet your expectations upon delivery, or if during its lifetime does not live up to the demands placed upon it, please return it to us for repair, replacement or refund. If the problem is our fault then we will do this to your satisfaction. If it&#x2019;s your fault then we will help out the best we can.Read more about what our <a href="https://alpkit-support.gorgias.help/en-GB/what-is-alpkits-warranty-policy-366596">Alpine Bond covers</a>.

What is the Alpine Bond?

Our webstore has visibility of stock across all our locations but from time to time you will find a product you need is sold out. Here is what you can do about it. Request a back in stock alert. Click on the sold out option to request a stock alert b

Our webstore has visibility of stock across all our locations but from time to time you will find a product you need is sold out. Here is what you can do about it.Request a back in stock alertClick on the sold out option to request a stock alert by email. As soon as we have the product back in we will let you know. This is a great option if you do not want to be consistently checking the product page.Product ETAsAs soon as we have a confirmed delivery date from our suppliers we update the product page with an ETA. This will be our best estimated based on current information.Pre Order productsIn some cases we may also put a product on Pre Order allowing you to purchase the product in advance.Select an alternativeIf you need it now we will do our best to suggest an alternative, just continue through the live chat and one of the support team will do their best to help equip you for your adventure.

When will you be back in stock?

VAT is a common tax included in the price of goods and services in the UK, but for sales outside the country, this tax doesn't apply. As a UK-based business ourselves, we don't charge VAT (Value Added Tax) on these transactions. We redirect these sav

VAT is a common tax included in the price of goods and services in the UK, but for sales outside the country, this tax doesn&apos;t apply.As a UK-based business ourselves, we don&apos;t charge VAT (Value Added Tax) on these transactions. We redirect these savings to cover additional expenses that arise in international transactions. Primarily, this includes:Local import duties and taxes: Customers outside the UK often face extra charges from their own governments when they import goods, known as import duties. We use the funds that would have gone to VAT to contribute towards these duties, so there are no nasty surprises when you receive your order.Enhanced shipping and servicing costs: Delivering products to international destinations usually incurs higher costs compared to domestic shipping. We allocate part of our VAT savings to subsidize these extra costs, ensuring that our customers abroad enjoy competitive pricing and reliable service.

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