Delivery and return

Delivery

What happens if I do not receive my package ?

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 our Service Client au 03 89 20 13 00, du lundi au vendredi, de 9h à 18h ou par mail : newlab@sodilog.comwith your order number and your tracking number to open an inquiry with the carrier.

What happens if I am not present at the delivery?

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.

How to track the delivery of my package?

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.

Is delivery paid?

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

What are the delivery times ?

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.

What are the delivery methods?

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

What are the delivery zones?

EUROPE - Zone 1 & 2 : France, Monaco, Belgium, Spain, Germany, Ireland, Italy, Luxembourg, Netherlands, Portugal, United Kingdom
EUROPE – Zone 3 Bulgaria, Denmark, Estonia, Finland, Greece, Hungary, Latvia, Lithuania, Poland, Romania, Czech Republic, Slovakia, Slovenia, Sweden
EUROPE – Zone 4 Cyprus, Croatia, Iceland, Malta, Norway
GRAND EXPORT – Zone 5 Austria, Switzerland, Australia, Canada, China, South Korea, United States (USA), Hong Kong, Israel, Japan, Singapore

For Zone 1, 2, 3, 4 : Free shipping costs

For GRAND EXPORT - Zone 5 : 15 Euros excluding shipping costs

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

The expenses of return are the responsibility of the customer.

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

How do I make a return?

To make a return, please follow these steps:

Download the form by clicking here
Print the form and fill it in giving the reason and the number of items you want to return.
Pop the form into your package - the return address is written on it.

You have a legal period of 30 days maximum from the day of shipment of your package to return your products. Only products in their original conditions (packaging + product not worn, not retouched, unwashed, etc.) will be reimbursed. Otherwise, the package will be made available to the customer for redirection at the customer's expense.

How will I receive the amount of my refund?

Once your package has been received by our warehouse, you will receive your refund within 15 days directly in the account associated with the credit card used at the time of purchase.

Can I exchange?

Unfortunately, it is not possible to exchange items. If you want a new size, you'll need to return the original item and place a new order.