Support Centre

Meet Tom, Sam, Josh, Amanda, Michael, Mog, Naomi, Rachel, Matt and Mikke our awesome support team voted TGO Online Retailer 2020, 2019, 2018, 2017, 2015, 2014 and 2012.

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Today's Trending Questions

Ordos & Jaran Pole Delay
We have a significant delay with some tent poles due to raw material shortage and our factory being in an area placed under local lockdown. There's continued uncertainty around when these will be available, but we'll be flying the poles to the UK as soon as they're ready and we're now hopeful that'll be within the next 4 weeks.
How do I return or exchange an item?

Return or exchange unused items within 123 days. Make sure you send a completed returns form with your item, we can't process your exchange or refund without it!

You'll find all of the information that you need (including a link to generate a free return label from Royal Mail) here

When will my bike be built?

As you may have discovered in your search for a new bike, the recent global happenings have dealt a blow to the industry's supply chains and stock availability. Raw material shortages through to shipping delays have all contributed to an erratic market and as a result, we must emphasise that all dates given are to the best of our knowledge at the time of order.

We're working hard with suppliers to ensure any changes are kept to a minimum but it remains very possible that in the current climate, delivery times will fluctuate.

We'll communicate this as clearly as possible and please be assured that all orders are refundable at any stage.

Our team of support heroes are all solid outdoor enthusiasts based here in the UK. Our office hours are 09:00 - 17:00 Monday to Friday. Please take into account the small time difference when waiting for a reply.


Please fill in the contact form. We monitor emails Monday to Fridays.

Live Chat

If one of our support heroes is available immediately you will see a little red live chat icon at the bottom right of the screen. Click it to start up a new chat.

Phone lines

Sonder Bikes: 01773 417006
Alpkit: 01773 417007

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