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YOUR QUESTIONS

Find here all the answers to your most common questions classified by categories!

SONGE LAB
CUSTOMER'S ACCOUNT

All information concerning your SONGE lab account and your personal data.

HOW TO CREATE MY SONGE LAB CUSTOMER'S ACCOUNT?

Visit our website : www.songe-lab.com,

Click on « Login » at the top right of the page then on « No account ? Create one ». Fill in all the fields then click on « Save » at the bottom of the page. 

I WANT TO CHANGE MY PERSONAL INFORMATION OR MY PASSWORD

Log into your SONGE lab account, by clicking on the « Login » icon in the top right hand corner of the web page. Enter your email address and your current password, then click on « Connection », and on « Information », where you can change your personal details and your password.

THERE IS A SPELLING ERROR IN MY EMAIL, HOW CAN I CHANGE IT?

Write us directly on contact@songe-lab.com and we will make the modification for you.

I WOULD LIKE TO BE INFORMED OF THE LASTEST SONGE LAB UPDATES

Two possibiities:

  1. Follow Nathalie on Instagram @songelab and @nathalie_songelab accounts. She shares news, informs you about her favorites, style combinations etc...

  2. Receive our the monthly newsletter. You just need to go to the « Information » tab of your SONGE lab account, and tick the box corresponding to the Newsletter. Or, at the bottom of the home page, tick the box « receive our newsletter ».
I WOULD LIKE TO MODIFY OR ADD A DELIVERY ADDRESS

Sure! You just need to log in your customer’s account and go to the « Address » zone. The current address(es) registered in your account appear. Click on the stylus to modify an address or on « Create a new address » to add one.

If you have several addresses registered, we will ask you to choose where you want to receive your order.

Think about it: you can add a new address to receive your order at your vacation spot! SONGE lab delivers to you anywhere in the world ;)

OUR MONTHLY
CAPSULE COLLECTIONS

All our advice and information about your lovely monthly capsule collections!

OUR MONTHLY CASPULE COLLECTIONS

One Sunday a month, Nathalie is happy to meet you for the launch of the month's capsule. The launch date is generally announced on Instagram about ten days before the launch, and the day before the sale a newsletter is sent to give you more details. Each monthly capsule is created to surprise you, with seasonal novelties available in limited edition as well as stock on pieces of the collection that we call the « TIMELESS » ones.

WHAT SIZE SHOULD I TAKE?

Find our size chart with advice on each product sheet. Just click on the « Size guide » icon to have access to the flat measurements of the products. This tip always matches the style of the item worn by the model on the photos. If you still have any doubts, even after reading our size advice, do not hesitate to contact us, we will be more than happy to help you make the best choice: contact@songe-lab.com or @songelab

THE ITEM I WANTED IS SOLD OUT. WHEN WILL IT BE AVAILABLE AGAIN?

The TIMELESS pieces are restocked during monthly launches. For new items, they are produced in limited quantities, so once they are sold out, they are generally no longer available. However, some references may be repeated on the upcoming capsule, in the same version or in a new color / fabric variation.

Customer returns are put back online regularly. To be informed of the return of your desired item, remember to subscribe to the « back in stock email alert » (directly on the product page).

WHERE ARE SONGE LAB CLOTHES MADE?

Our clothing collections are Made in France, composed mainly of French fabrics. SONGE lab benefits from the exceptional know-how of wonderful small French workshops specialized in the making of clothing.

The country of manufacture of the articles is indicated on each product sheet.

WHAT IS THE COMPOSITION OF SONGE LAB ITEMS?

All the product’s details & composition are mentionned on all products sheets.

HOW SHOULD I PRESERVE THE QUALITY OF MY ITEM?

We try as much as possible to use long lasting and easy to wash fabrics. You will find the washing instructions on the label sewn into the garments’ seam.

Almost all our pieces are machine washable at 30°C, delicate program, gentle spin. Never tumble dry and prefer flat drying to keep a nice shape.

DO YOU PROPOSE SALES?

Nathalie likes to surprise you at any time of the year, by offering promotional operations on a selection of items. Stay connected and subscribe to our newsletter to be informed because it is not necessarily during classic sales times!

MY ORDER

Find all the information about your SONGE lab order here!

HOW CAN I FOLLOW THE STATUS OF MY ORDER?

Go to your SONGE lab account to find your orders in the « History and details of your orders » tab. At each key step, an email is sent to you to keep you informed of the progress of your order. Moreover, as soon as your order is shipped, we will send you the Colissimo tracking number by email to follow its progress.

IS IT POSSIBLE TO MODIFY MY ORDER ONCE CONFIRMED?

Unfortunately, once the order has been placed, we no longer have the ability to change it (including changing a size). If you have a problem, please write to us at contact@songe-lab.com

CAN I CANCEL AN ORDER?

It all depends on the status of your order! If your order is already in preparation, it will not be possible to cancel it. But write to us on contact@songe-lab.com and we will find a solution together.

I HAVE PLACED SEVERAL ORDERS FOR THE SAME COLLECTION, IS IT POSSIBLE TO GROUP THEM TOGETHER?

Unfortunately, once orders have been placed, we cannot consolidate them.

I DIDN'T RECEIVE THE EMAIL WITH MY ORDER CONFIRMATION DESPITE THE PAYMENT BEING DEBITED

If you don’t receive a confirmation email (please check in your spam), we advise you to consult the « History and details of your orders » tab in your SONGE lab customer area. If this order doesn’t appear in your customer area, please contact to us at contact@songe-lab.com

WHAT ARE MY PAYMENT OPTIONS?

We offer you several payment alternatives: either by credit card (Carte Bleue, Visa, Mastercard), or via PayPal. We assure you a completely secure online payment.

IF I RECEIVE A PAYMENT ERROR NOTIFICATION, WHAT CAN I DO?

Please email us at contact@songe-lab.com and we will do everything we possibly can to assist you.

ARE YOU SATISFIED WITH SONGE LAB ORDER?

That’s great! Communicate on Instagram, in a story or on a post by tagging your lovely SONGE lab items @songelab and the hashtag #songelabaddict.

DELIVERIES

A question about the delivery of your order? It's here!

HOW LONG DOES IT TAKE TO HAVE MY ORDER READY FOR SHIPPING?

When launching our capsule collections, as specified on the product sheets, we have a maximum of 15 working days to have your items ready to join your closet. If they are available before this delay, we will of course send them asap.

Otherwise, apart from these launches, items are shipped the same day you ordered, if you make your purchase before 1 p.m. or shipped the next day for orders made after 1 p.m. For any order placed on Friday after 11 a.m., on weekends and on public holidays, orders will be prepared on the next working day.

Our logistics team do its best to satisfy you, but depending on flows and periods, this prepartion and shipping time may vary.

WHAT ARE YOUR DELIVERY DELAYS?

Once your order is ready for shipment, we hand it over to the carrier (see below) who takes over.

Delivery in France: La Poste service COLISSIMO. Delivery against signature, without signature or at a Pick-up point. The indicative delivery time is 24 to 48 hours.

Delivery in Europe: La Poste service COLISSIMO International. The indicative delivery time is approximately 3 to 4 days.

International delivery, and DOMs-TOMs: La Poste COLISSIMO International within a variable period depending on the destination.

The above shipping details are estimates, in periods of high traffic, the delivery time may be extended.

Although COVID-19 may affect the timeframe in which some orders are shipped and received, rest assured our team is working to guarantee your order is processed and fulfilled as soon as possible. Please note that It might take us a bit longer to resolve outstanding issues and order delays. We truly appreciate your patience and understanding during these times.

For international deliveries, once your order arrives at its destination, you will be required to pay all import duties, customs and local sales taxes.

CAN I ENJOY FREE SHIPPING FEES?

Shipping is free on all orders over 200€! This concerns all order (France & international). This excludes special operations and sales periods.

RETURNS & REFUNDS

All the answers to your questions regarding your returns and refunds can be found here!

I WOULD LIKE TO MAKE A RETURN, HOW CAN I DO?

You have 14 days from the shipping date of your order to return your purchase from SONGE-lab.com free of charge in France. The items must have all their labels and be in perfect condition.

In your SONGE lab customer’s account:

  1. Go to the « Order history and details » tab,
  2. Click on « Details » for the order concerned,
  3. Select the item(s) you wish to return,
  4. Write the reason for your return in the Return of Merchandise area (below). There is an invisible box, do not hesitate to click under the sentence to be able to write.
  5. Last step, click on return a product.

We will then validate your request and the return slip will be available in the « Product Returns » tab. It will have to be printed and included in the return package. This document is very important because it facilitates the processing of information for everyone!

Items must be returned in their original packaging (polybag) with the bar code for the returned reference.

If you are returning your entire order, remember to include the free gift * included in your package. If this item is not returned, it will automatically be deducted from your refund (about 4€ for a tote bag).

* accessory not included in the packages during promotional operations.

DO YOU OFFER RETURNS?

Returns are free for orders in mainland France. In your account, under the « Colissimo returns » tab, you will find your prepaid Colissimo label to stick on the outside of the package (can only be viewed on a computer).

WHEN WILL I BE REFUNDED?

Once the package has been received at our logistics center, we request a refund within 14 days. Our teams do their best not to be rapid, however there is always a processing time between the date of receipt of your return and the actual refund.

ON WHICH ACCOUNT WILL I BE REFUND?

We make the refund on the account that was used to pay your order.

If it was via Paypal, you will receive a Paypal notification the day of the refund.

If you paid by Credit Card, you will receive the amount in your account. It can sometimes take a few days for the banks to process the information.

If you have been waiting for a refund for more than 15 days, we advise you to check your account on the date of the initial purchase to verify if the amount was not re-credited at this date (this sometimes happens...) Otherwise write to us on contact@songe-lab.com.

THE TRACKING OF MY RETURN TELLS ME THAT I HAVE A CREDIT NOTE BUT I WANT TO BE REFUNDED

Rest assured, you will be refunded. The credit note is only an accounting document allowing us to follow the refunds we’ve made.

CAN I ASK FOR AN EXCHANGE?

We do not practice standard exchange. We invite you to return the item then to re-order on our website.

TO CONTACT OUR CUSTOMER SERVICE

You have not found the answer to your question? Do not hesitate to contact our customer service!

Leslie and Christelle are delighted to support you on a daily basis in your SONGE lab purchases. They are available from Monday to Friday to answer your questions or simply receive a message of satisfaction! To write to us: contact@songe-lab.com

If you do not receive a response within 24 to 48 hours, do not hesitate to verify your SPAM to see if our response has crept in… or if not, contact us again in the following week!