ORDERING

Can I cancel or change my order?

Because each item is made to order, we can accommodate changes or cancellations only if requested shortly after the order is placed. If you need to make an adjustment, please contact us as soon as possible — we’ll do our best to help before your order enters production.

Can you emboss leather goods purchased elsewhere?

We don’t offer embossing on items not made by us. Since leather can vary widely in finish, texture, and quality, we can’t guarantee a consistent or high-quality result — and we’d hate to risk damaging something important to you.

Do you have any ready-to-ship stock? Can I place a last-minute order?

We don’t keep ready-to-ship stock, but depending on the circumstances, we may be able to accommodate a quicker turnaround. Please get in touch with us as soon as possible after placing your order, or leave a note at checkout.

Can I place a custom order?

Due to the complexity and cost involved, we only accept custom orders for wholesale or corporate customers. Read more here.

Are you able to gift-wrap orders?

All orders are packaged in our branded kraft boxes and wrapped in black tissue paper. While we don’t offer additional gift-wrapping options, we’re happy to include a handwritten note — just leave your message at checkout.

SHIPPING

When will my order ship?

Since all our items are made to order, we aim to process and dispatch them within 10 business days (excluding weekends and public holidays) from the time you receive your order confirmation email. You’ll receive a separate notification with tracking details once your order has shipped.

Do you offer refunds or exchanges?

Yes — we accept refunds or exchanges within 30 days of delivery, provided the item is unused and not customised. Read our full returns policy here.

How do I return an item?

To arrange a return, please contact us at josh@sonder.co.nz within 30 days of receiving your order. We’ll guide you through the next steps.

What do I do if I received a faulty or incorrect item?

If your order arrives damaged or incorrect, please email us at josh@sonder.co.nz as soon as possible, including your order number and a photo of the item’s condition. We handle these situations on a case-by-case basis and will do our best to resolve the issue quickly and fairly.

PRODUCTS

Where do you source your leather from?

We use vegetable-tanned kangaroo leather sourced from Australia for most of our products (except belts, which are made from vegetable-tanned buffalo leather). Because it is known for its strength, lightness, and durability, we are able to create products which are meant to last. You can read more about it here.

Does your leather change colour overtime?

Yes — all leather develops a patina over time. With use and exposure to light, the leather will gradually darken and develop a rich, unique character.

Do you offer any warranty on your products?

Yes — we stand proudly behind the quality of our products, which is why we offer a 50-year guarantee against faults in workmanship on the following items: Driving Wallets, Notebook Covers, Card Sleeves, and Business Card Holders. Read more about it here.

HAVE ANY MORE QUESTIONS?

Drop us an email at josh@sonder.co.nz or fill out the form below and we'll get back to you shortly.