We launch Capsule collections every month. The items are sold on a pre-order basis, which means that there is a delay of approximately 15 working days between the order and the shipping (this applies from the launch day of the collection until one week later).
This delay is indicated on the description of th products. If the delay is longer, it is indicated on the product's description.
Apart from Capsule collection launches, shipping delays are around 2-3 days, but can be extended during peak periods. SONGE lab will not be liable for any delivery delay.
The shipping costs are at the buyer's charge, however, we offer free shipping for all orders over 200 euros (France and international, excluding sales / promotional periods during which shipping fees are charged on all orders)
We do not propose exchanges, we only do refunds. If you want a new size, another model, or another color, you will have to ask for a return and buy again the new item on www.songe-lab.com.
You have fourteen days (14) after your delivery date to ask for a return. Items must be returned in their original packaging, unworn, unwashed. Any non-compliant item(s) or damaged will not be accepted in return.
If you wish to make a return, we invite you to log in to your personal account on www.songe-lab.com. You will have to click on the concerned order and make a return request.
Here are the steps to follow in your SONGE lab customer's account:
1. Go to the "order history and details" tab,
2. Click on "details" for the concerned order,
3. Tick the little box in front of the item(s) you wish to return,
4. Write the reason for your return below in the "Merchandise return" area under the sentence "If you wish to return one or more products, please mark the corresponding boxes and provide an explanation for the return. When complete, click the button below.". There is an invisible box, do not hesitate to click under the sentence to be able to write.
5. Last step, click on "request a return".
Once the return request has been approved by our team, you will need to print the return slips that mentions your return number. It will be available in the “Merchandise Returns” tab of your SONGE lab customer area.
Returns are free for orders in mainland France only. If you send back your order from France, you will find in the "Colissimo Returns" tab your prepaid Colissimo label to stick on the outside of the package (can only be viewed via a computer). On the other hand, if you do not make the return with the colissimo label prepaid by SONGE lab, we will not be able to reimburse you for a return you've paid.
If you return your complete order, do not forget to include the tote bag in return;) If this item is not returned, it will be deducted from your refund up to € 4 (accessory not included in orders during promotional operations ).
Please join this return slip in your parcel and send it to the this address:
C/O Camalo (SONGE lab)
Rue Adrienne Bolland
Parc l'Orme les Sources
Please note that if you do not follow properly the return process, we will not be able to refund you.
Risks and returns charges are the buyer's responsibility. Any parcel not delivered to our logistics (without a proof of delivery), won't be refund.
The refund will be made within a maximum of fourteen (14) days following the return of the Products.