Support Centre

Meet Blake, Elly, Amanda, Tom, Josh, Rachel, Neil, Drew and Matt, our awesome support team voted TGO Online Retailer 2020, 2019, 2018, 2017, 2015, 2014 and 2012.

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Today's Trending Questions

When will my return get processed?
We aim to refund or exchange your returned items within 14 days of receipt. You'll receive an email notification when your return is processed.
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

Royal Mail Delivery Delays
Orders placed before 2pm are currently being dispatched on the same day from Alpkit HQ. At the moment, however, all Royal Mail services are experiencing delays throughout their network, so please be patient and expect delivery to take a little longer than normal.


If you haven't received a parcel 10 days after dispatch please let us know.

You can check up on Royal Mail service updates here.

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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