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F.A.Q

My account

Your "My Account" area allows you to keep your personal information up-to-date, view the details of your orders, track deliveries, print your invoices and fill out your return and withdrawal forms online.

If you do not remember your password, please click on "Forgotten password" when you are on the login page. Please enter your email address to receive a password reset link by email. To change your password, simply go to "My Personal Information" when you are signed in to your account and click on "Change my password" and enter your old and new password in the dedicated space.

You must :

1. Click on "my account"

2. On the login page, enter your email address and a password

In order for your password to be valid, it must contain a minimum of 8 characters including a capital letter and a special character

3. Click on "I create my account" to complete your account

You will receive an account creation confirmation email. Your login details are necessary to identify you and place an order securely on our e-shop.

You must: 1. Click on "My account" 2. On the login page, fill in your email address and your password 3. Click on "I connect" to access your account If you do not voluntarily disconnect of your session, you will stay in connected mode.

You must login to your account and click on "My personal information" to: - change your email address - change your password - update your personal data To change your delivery address (s) and / or billing ( s), you must click on "My Address Book", select the address in question and click on "Edit".

Product

We invite you to contact our Customer Service by email at newlab@sodilog.com,  enclosing if possible a photo of the article in question with an explanatory note of the defect.

We will make an initial assessment with our Quality Department and then we will contact you to give you the procedure to follow.

 

If possible we will try to answer your request. Do not hesitate to contact our Customer Service at 03 89 20 13 00, from Monday to Friday, from 9h to 18h.

You can view the composition and maintenance in each product sheet. Know that if you do not respect them, we will be unable to accept any request for exchange, have or refund.

When an item is temporarily unavailable on our e-shop, the product sheet is visible but the sizes are grayed out and cannot be selected. This means that we are out of stock.

Do not hesitate to contact our Customer Service if you want to know the availability in one of our stores, at 03 89 20 13 00, from Monday to Friday, from 9h to 18h.

Order

We invite you, first, to check your inbox for your junk mail and spam. If you do not find the confirmation email, you can check if the order appears in your account. Do not hesitate to contact our Customer Service, at 03 89 20 13 00, from Monday to Friday, from 9am to 6pm.

Once validated, your order can not be modified or canceled. Please check before moving to secure payment. By clicking on "pay my order", you accept without reservation the Terms and Conditions. We can not add an item on an already paid order.

Check that the item you want is still available: if the size is in light gray, it means that this size is no longer available, so you can not add the item to your cart.

Payment

The debit of your credit card or your Paypal account is carried out as of the validation of your order.

You can pay by credit card, Visa, Mastercard or American Express. You can register one or more card numbers to be able to reuse them at a future purchase simply by entering your cryptogram. Asfvltnsneakers also offers you to pay with Paypal, a secure method of payment, which allows you to make payments online without having to enter your credit card number. An email address and your Paypal password are enough.

Transaction security is provided by Monetico, the European leader in Internet payments, which allows you to securely purchase through secure connections (https). Payment is secure, your bank details are encrypted using the SSL protocol. We therefore have no access to your bank details that are not stored on our site.

Delivery

At first, you can check the routing of your order with the tracking number of the package that is in the confirmation email or on your account. Do not hesitate to contact notre Service Client au 03 89 20 13 00, du lundi au vendredi, de 9h à 18h ou par mail : newlab@sodilog.com, with your order number and your tracking number to open an inquiry with the carrier.

A notice will be placed in your mailbox so that you can pick up your package in your post office or in a relay Chronopost for France. On this notice will be indicated an internet link allowing you to choose a new date / address. Otherwise, with or without notice, you can go directly to your post office or relay Chronopost indicated for France with the tracking number and your ID.

Attention: after a period of 10 days your order will be returned to our warehouse and you will be contacted by our Customer Service.

In the order confirmation email, you have a tracking number and a link that redirects you to the carrier's site to locate your package. You can also track your order directly to your account in the "My Orders" section. By clicking on the corresponding order number, you will directly access the carrier's tracking number.

For orders over or equal to 80 €, shipping costs are offered. For orders below this amount, you will be charged:

- 6 € for Colissimo delivery in France

Your weekend orders are processed on Monday.

For France, the delivery Colissimo is made, after shipment, within 2 to 5 working days (Monday to Saturday excluding holidays).

Deliveries outside France are insured by Colissimo International (except for the United Kingdom). This service guarantees delivery within 5 to 10 business days (Monday to Saturday excluding holidays) from the date of shipment.

Delivery Chronopost in France is guaranteed under 24 hours for all orders placed before 12h (Monday to Saturday, excluding holidays).

You will receive an email confirming the shipment of your order with a tracking number. Our parcels are delivered against signature.

You can choose between standard delivery Colissimo for deliveries in mainland France and abroad or express with Chronopost for France only.

We deliver to France, Corsica, Andorra, Luxembourg, Belgium, and Switzerland. If your country of residence is not listed, you can place an order online and have it delivered to a person living in one of the countries listed above, so that it will ship it to you. We do not deliver DOM TOM.

You can also contact us directly on 03 89 20 13 00, Monday to Friday, 9 a.m. to 6 p.m. or by email: newlab@sodilog.com in order to find a solution adapted to your country of residence.

Return

Products must be returned to their original condition. Products that are returned, including incomplete, damaged, worn or soiled will not be returned.

Items must be returned in an appropriate packaging. However, the shoes must be returned in their box, and we thank you for not using this box as a transport box.

Return costs are your responsibility as indicated in our Terms and Conditions. We advise you to keep your proof of sending.

The delivery costs invoiced during the shipping of your order are reimbursed only if you exercise your right of withdrawal within 14 days from the date of receipt of your package.

The processing time is 30 days maximum, but we try to process your request within 72 hours of receipt of the parcel at the warehouse (excluding periods of commercial operations).

Merci de nous contacter à l’adresse newlab@sodilog.com specifying your order number, the item you wish to exchange. You may request an exchange for one or more items, provided the total amount is less than or equal to the total amount of the returned item (s).

We can not proceed to an exchange and a refund at the same time. A credit will be issued for the remaining item (s). Delivery of the new item is free.

Merci de nous contacter à l’adresse newlab@sodilog.com specifying your order number, the item you want to return, if you want an exchange, a credit or a refund and the reason for the return. We will then send you the return procedure.

- Have: the credit is valid for six months on the e-shop from the date of issue, it is scored and not refundable.

- Refund: the refund is made to the bank account with which you paid your order.

When an order has been made with a promotional code offering a discount related to the simultaneous purchase of a predetermined number of items, the return of one or more items may have the effect of terminating the discount when the number of items necessary for the application of the discount is no longer achieved. The refund will take into account the fact that the discount is no longer applicable.

You have a period of 15 days to return your item, from the date of receipt of the package. Return conditions remain unchanged during commercial operations.

Newsletters

You must sign in to your account and click on "My personal information", then uncheck the subscription box to unsubscribe. You can also use the unsubscribe link at the bottom of our Newsletters. This unsubscription has an immediate effect. You will not receive any more emails from us, including our invitations to private sales.

Simply enter your e-mail address in the "Newsletter" box or check the "Newsletter" box in the "My Personal Information" section. From the moment you have an account, you will receive all our communications by email warning you of new products, private sales

Contact

Notre Service Client dédié à la e-boutique est ouvert du lundi au vendredi de 9h à 18h (hors jours fériés). Vous pouvez nous contacter par téléphone au 03 89 20 13 00,

par mail à l’adresse suivante : newlab@sodilog.com,

or by post to the following address:

SODILOG Newlab

4 Rue Curie

68000 Colmar

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