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FAQ's & Customer Support

WE'RE HERE TO HELP.

See below some of our most frequently asked questions, if you still can’t find the answer please get in touch via our Contact Us form and we will be more than happy to help. 

 

ORDER QUESTIONS

How do I place an order?

You are currently visiting the Sonder Living Global Website, at this time we can only process online orders via our North American website. If you are located in North America please change your region by selecting 'Choose Region' on the upper right hand side of your page. IF you are located outside North America please get in touch with us by finding your nearest store via our Store Locations page.

Can I place my order over the phone?

We know that purchasing furniture is a big decision, and our teams are ready to guide you through the process. Find your nearest store via our Store Locations page and connect via email or phone and a member of the Sonder Living team will be more than happy to assist you with your order.   

    Can I order fabric or finish samples?

    You can request fabric or hard chip finish samples by getting in touch directly with your closet store.  If however, you are based in North America you can order online via our North America Store. We charge a flat rate of $5.00 for fabric swatches and $15 for hard chip samples, plus shipping and handling.

     

    WARRANTY & CLAIMS

    What is your product warranty?

    Your purchase from Sonder Living is under warranty for one year from the date of delivery. We do not assume responsibility for damage caused to goods in installation and movement. All of our goods go through an extensive quality control process before leaving our factory. If you need to initiate a warranty claim, please contact the store from which you made the purchase and they will guide you through the process. 

    How do I file a warranty claim?

    Contact the store from which you purchased your product. In order to process your claim in an smooth and efficient manner, please provide us with:

    1. Order number
    2. Item Name and SKU
    3. Description of the defect
    4. Detailed image(s) showing the defect(s) described

    If you are based in North America please reach out directly to our Customer Service Team using our online claim form.

    I am missing hardware, what do I do?

    Hardware is easy to misplace when unpacking products. Please be sure to look for red ribbons when unpacking your order.

    If you are missing a piece of hardware required to assemble your furniture, please contact the store from which you purchased your product, ASAP, so they can arrange  replacement parts.

    RETURNS

    What is your Return Policy?

    If you are based in North America. Unopened items may be returned with 15 days of receipt, there will be a 10% restocking fee and the customer is responsible for return freight fees. Please contact our Customer Service team to arrange collection. All products must have the original packaging. All Made To Order items are final sale and are not eligible for return.

    For purchases made in all other countries please contact the store in which you purchased your product for their returns policy.

    TRADE PROGRAM/INTERIOR DESIGNERS

    How does your Trade/Interior Design Program work?

    Our vision is to provide exceptional service, and beautifully designed collections that speak to our Design Professionals’ unique sensibilities, individuality and flair.

    To join the Sonder Living Trade program, you must be a professional interior designer, home stager, architect, general contractor or developer.

    Programs vary by region. 

    North America 

    All other regions - please contact your local store for details.

     

    PRODUCT QUESTIONS

    Where can I find detailed product dimensions?

    The product dimensions can be found in the description area of each product. You can also download detailed dimension drawings by clicking on the "How We Measure" link on the product page. If you require further details, please contact us.  

    Where can I see your products in person?

    You can visit a Sonder Living Retail or partner gallery near you. Visit the Store Locations page on the Sonder Living website.

    Where can I find Installation Instructions?

    Our installation guide can be found and downloaded on the product page of the Sonder Living website. Please use the search function to find your product. We would like to ensure your products are installed properly so please contact us if you have any further questions.

    Can I customize Sonder Living Products?

    Sonder Living has a Made To Order program with certain customizations. However, unless the product says it is customizable online, we can not make individual adjustments.