Frequently Asked Questions

Welcome to our Frequently Asked Questions. Here you’ll find the answer to your questions about the process, the creation, and the final product.

If anything is not answered here, please send us an email using the Contact Us page.

The Process

What Kind of loom do you have?

Sonder primarily works on two looms. One is an 80 year old, hand built counterbalance loom with a weaving width of 90cm and a weaving length of 20 metres. The other is a modern Jack loom which has a weaving width of 75cm and a weaving length of 7 metres.

Most fabric is woven on the counterbalance loom, with the Jack in reserve for rush-ordered customs.

Each loom has its own strengths and weaknesses, and different fibres, drafts, and lengths that suit it.

 

How much say do I have in the design?

As much or as little as you want.

If you have a vague idea in your head, but are unsure how it translates to the fabric, we can help you solidify your ideas and ensure that your piece is exactly how you envisioned it.

Or, if you have a solid idea, we can work closely with you to ensure it is done to your exact specifications.

What’s your lead time?

Our lead time is up to 5 weeks for a garment, and 8 weeks for a custom babywrap.

This can change based on what is currently on the looms, my schedule for what is coming up, personal circumstances, or any other foreseen circumstance.

We will endeavour to provide you with an accurate lead time, and in all cases so far, we have woven the fabric ahead of time. If anything pops up on our end, we’ll let you know as soon as we can.

Sales

What happens if I want to return an item?

As we work primarily on a custom basis, we do not refund or replace based on change of mind once the deposit is paid.

For in stock items, we will refund within a 14 day period for change of mind, om the basis that the item is in original condition, and the customer pays return postage to us.

For an item that is faulty, we employ the ACCC guidelines of Repair, Replace, Refund.

If the item is faulty in some manner not disclosed by Sonder during the sale, you can send the item back to us for repair for no extra charge.

How does the custom process work with invoicing?

Once we have discussed options including yarn, weaving draft, length, width, and any embellishments, Sonder will invoice you via PayPal for the full amount allowing partial payment. A 20% deposit is due immediately, with the remainder being due on completion. Using the partial payment system means that you can pay your invoice early if you wish.

Once the deposit is paid, I’ll buy the yarn and start on your project. The deposit is non-refundable and the yarn choice can’t be changed after it is paid. Any further embellishments, as well as length and width can be adjusted after the deposit is paid depending on the stage of the project.

Please refer to our Terms and Conditions for further information on sales.