FAQ

When an item is not listed on the website, it means that it is out of stock or that we never had it for sale. All our items are not necessarily resupplied.

If an item you are looking for is not in stock and you know we used to sell it, please contact our help desk to know whether or not it will be restocked. In order for your request to be handled with maximum efficiency, please include the following details if possible:

In order for your information request to be handled with maximum efficiency, please include if possible the following details :

• Artist / band name
• Album title
• Format / details (CD or Digipak, vinyl colour, merch size, etc.)

You can also include a link directing to another website displaying the item you are looking for.

Our inventory reflects what is currently in stock and what is on pre-order. However, ordered items are deducted from the stock only upon validation of the order. Consequently, an item available in limited quantity can be ordered by several people at the time before the site is updated. Stock mistakes may happen too.

When that happens, we will contact you and offer you to choose either a replacement for the missing item, or a refund (if you paid by check or bank transfer, the refund will come as store credit with no expiration date). Our website and stock information are updated on a daily basis.

No. Placing an item in your cart does not mean that nobody else can order it. Items are not reserved for you until your order has been saved and paid for.

Yes. Like any store, we depend on our suppliers. We do our best to provide as much information as possible by displaying the status and availability dates of the items on the shop before you place an order. If an item you pre-ordered is delayed, you will receive an automatic email as soon as our supplier gives us a new availability date. If we do not have any new date to give you and / or if you do not wish to wait any longer, feel free to contact our customer service. We will then offer to refund the unavailable item or to replace it with another one worth the same price, in order to unblock the shipment of your order.

Don't worry, it just means that the maximum pre-order quantity we will receive for this item has been reached, and customers can no longer order it. Your pre-order has been taken into account, and your copy has been reserved.

Payments by credit card are handled and monitored via the secure payment medium PayZen. Your bank account is charged upon validation of the order in our system, not upon shipment of the order.

Refunds are issued via PayZen as well, and the money will be transferred back to the bank account related to your credit card.

Please note that transactions older than one year can't be refunded. If we need to issue a refund for an order that was paid by credit card over a year ago, we will give you back the amount as store credit.

We only accept payments in EURO (€).

Credit card types (Visa, Mastercard, American Express, etc.) available on PayZen and PayPal are listed on the payment pages of those sites. Please make sure that the card you are about to use is featured there.

If your card type is accepted by the site and your payment is still denied, please make sure you have correctly entered the information on your card (name of card holder, card number, visual cryptogram, date of validity, or any other information requested by the payment page).

If other problems occur or if the payment still fails, we recommend you contact your bank.

This procedure is used when your credit card has not been validated by the automatic verification system of the website, and the details you provided did not match the records of the card provider.

This means we need to make sure that the transaction is not fraudulent. In order to validate your order, we will need to make some verifications. You will receive an email from our accounting department requesting additional documents (passport, a written confirmation of order signed, a photocopy of the credit card...). Season of Mist will not ship your order until you provide the requested documents. You only need to provide these documents once to order later using the same credit card.

Important: we need to validate PayPal or PayZen payments within seven days, so please make sure that you provide the requested documents within this timeframe. After seven days, we will not be able to validate your payment and your order will be automatically cancelled.

Payment can be made through PayPal after you have opened an account there. Please check PayPal for further information.

Refunds on orders paid via PayPal will be issued via PayPal. Please note that transactions older than 180 days can't be refunded. If we need to issue a refund for an order paid via PayPal more than 180 days ago, we will give you back the amount as store credit.

This payment method appears only if the billing address of the order is located in France. We only accept checks issued by French banks.

Your order is saved when you click the "Order" button after reviewing your order (step 5 of the checkout process). You will then receive an email confirmation. Please send your check made payable to SoundWorks to the following address:

To make sure that your order is processed quickly, please remember to write the number of your order on the back of the check.

Orders are processed upon reception of your check. If we have not received it within 10 days after the registration of your order, an e-mail reminder will be automatically sent to you. If we still haven't received your check after 10 more days, your order will be automatically cancelled.

If we are unable to send you an item after a we have received your check, we will contact you and offer you to choose either a replacement for the missing item, or store credit (without expiration date).

Your order is saved when you click the "Order" button after reviewing your order (step 5 of the checkout process). You will then receive an email confirmation listing the banking details required to proceed with the transfer. These banking details will also be displayed on the website immediately after confirmation of your order.

To make sure that your order is processed quickly, please enter your order number in the comment field of the transfer during the payment process. Given the sheer amount of orders placed each day, tracing an unlabeled payment is almost impossible so please don't forget to mention the order number when you make the bank transfer.

We will ship the order after our bank has notified us of the bank transfer. If we have not received it within 10 days after the registration of your order, you will receive an automatic reminder by e-mail. If we still haven't received your payment after 10 more days, your order will be automatically cancelled.

If we are unable to send you an item after a confirmed order upon reception of your payment, we will contact you and offer you to choose either a replacement for the missing item, or store credit (without expiration date).

Our bank details are listed below :

Bank Information (for French customers)
Company name : SOUNDWORKS
Bank Code : 11315
Place Code : 00001
Account Number : 08014119081
Bank Account Key RIB: 02

IBAN (International Bank Account Number)
Company name : SOUNDWORKS
FR76 1131 5000 0108 0141 1908 102

BIC (Swift Code)
Company name : SOUNDWORKS
CEPAFRPP131

We do not accept payment by International Money Order or Cash Mandate.

We do not accept cash sent by post.

After placing items in your cart, you can choose among a selection of various shipping methods. That selection depends on your shipping address, as all carriers don't service the whole world.

All carriers offer parcel tracking. Once you receive the email notification stating that your order has shipped, you will be able to track the parcel by clicking the link in the email or by going to the order tracking page in your customer account. There you will find a link leading to the tracking of the parcel on the website of the carrier you chose.

Delivery times vary with carriers. When it is possible to figure out these times, they will be displayed at the checkout step of your order, when you are asked to choose a carrier. Please note that the estimated delivery time cannot be guaranteed by the carrier or by Season of Mist, and that it starts running when your order has been dispatched. It does not include the processing time (aka shipping time) of your order in our warehouse.

Shipping costs are added to the value of the purchased items and depend on several criteria:

• The weight of the items in the parcel
• The delivery address
• The shipping method

You can get an estimation of shipping costs for your order once all items are in your cart, before checking out.

Shipping to France is free, provided that the total value of the items in your cart is at least 70€ and that their combined weight does not exceed 5 kilograms (11 lbs). This offer is limited to the use of Colissimo as shipping method. If you wish to choose another carrier, shipping costs will not be free.

We wish to point out that Season of Mist does not make any profit on postage: we charge our customers what carriers charge us.

Since all orders are shipped from France, you may be asked to pay custom taxes upon delivery if your shipping address is located outside of the European Union. Please understand that those fees do not depend on Season of Mist (and obviously do not benefit the shop), and that we are not able to give you an estimation of their amount.

Please note that our system automatically fills in custom declarations, based on the contents of the orders so we can't change the declared value of the items. Besides, it is illegal to declare a fake low value on custom papers. For both these reasons, we can't send your order as "gift" or "sample".

You can monitor the status of your orders in real time by checking your order history. Here are the most common status for orders:

Pending Payment
This means that the payment for your order has not been completed yet. This status usually applies to orders to be paid by check or bank transfer. When we receive your payment, you will be notified by email and the status of the order will be updated automatically.

Payment review
This status means that online payment platform PayZen needs to verify the PayPal or credit card transaction before giving us the green light to process your order. When we receive your payment, you will be notified by email and the status of the order will be updated automatically. Please note that the verification process may take up to 10-12 business days.

To be processed
Your order has been properly saved and your payment was received. All required conditions have been completed and your order can now be processed.

Pre-order
Your order has been properly saved and your payment was received. At least one of the items you purchased is on pre-order, so the order will ship when all items you purchased are available.

Cancelled / Closed
There can be various reasons why your order was cancelled. If you do not know why that happened, please contact our help desk.

Shipped / Complete
Your order has been prepared. It has already been shipped, or will be on the next working day.

We can't, sorry. As mentioned in your cart and in the email you received after your order was saved, orders can’t be split in several shipments. If an item is preventing your order from being dispatched, we cannot ship the available items now and make a second shipment for the pre-order or delayed item(s) later. The shipping costs that you paid apply to one single shipment. However, you can contact our customer service and ask that we cancel or replace the item(s) blocking the shipment of the order.

You can't do it yourself, but we will be happy to do it for you! Adding items to an order is possible within reason, up to a maximum of 10 items per order. To do so, please contact our customer service and specify which additional items you would like (to save time, please tell us the name of the artist, the title of the work and its format, or even its barcode and/or reference for absolute accuracy). We will then tell you the additional amount to be paid and ask you to choose between PayPal and credit card. Please note that additional shipping charges may apply, and that the changes will not be visible in the order history of your account on the shop.

It is likely that your order was prepared on a Friday afternoon or on a Saturday, which is after the last pick-up of the week by the carriers. The shipment will therefore only take place on the following Monday. You will then receive the shipping notification with your tracking number by email on Monday evening. If you still haven’t received it by Tuesday morning, or if your order was shipped on another day of the week and you still have not received the shipping notification, please contact our customer service. It may be a bug in the import of data between the carrier's software and our site, or in the sending of emails to our customers.

We do our best to craft the "Print on Demand" items as quickly as possible, so that we can fulfill orders without delay. Please note that it is impossible to modify an item printed on demand (cancellation, change of size or colour, switch of front and back prints or vice versa, etc.) more than 24 hours after placing your order.

Unfortunately, no. We cannot merge orders because our system is not suitable for this type of modification. If you realise that you have forgotten one or more items and that your order is already registered, rather than placing a second order we advise you to contact our customer service and ask that we add items to your order. If your request concerns unavailable items in different orders, again we suggest that you contact our customer service and request a replacement or cancellation. Note that orders will still be shipped separately.

If we find out that we will not be able to send you all of the items you ordered, our help desk will contact you before the order ships. They will offer you to choose either a replacement for the missing item, or a refund (if you paid by check or bank transfer, the refund will come as store credit with no expiration date).

If you find out that an item is missing in the parcel when you receive your order and we haven’t informed you about it beforehand, please contact our help desk.

Returns and exchanges are possible but are subject to conditions, so please contact our help desk.

Digital files are available in the "My downloadable products" section of your account on the shop.

Please note that you will not be able to download digital files before the release date of their physical counterpart. If you can’t find the files in your account, please contact our help desk.

The downloadable content is available in two formats:

• Each track is available in MP3 format
• The entire album is available in FLAC

The FLAC audio format is of a much better quality than the MP3 format. In order to play the files, you need to have an audio player supporting the FLAC format, such as VLC media player.

In accordance to the legal provisions in force, you have a period of 14 days from receipt of the products to exercise your right of withdrawal without having to give reasons or pay a penalty. If you wish to exercise of the right of withdrawal within the abovementioned period, please contact our help desk. Please note that sending us back the items without contacting us beforehand or refusing the delivery does not qualify as exercising your right of withdrawal.

If the shipping address of the order is located in France, we can offer you a free return voucher. In case the shipping address of the order is located in another country, the shipping costs for returning the product to our warehouse will be at your expense.

In accordance to the legal provisions in force, the right of withdrawal may not be exercised on custom-made items (such as merchandising printed on demand), or media (CD, vinyl, DVD, Blu-ray, cassette, etc) which have been unsealed by the customer.

Please contact our help desk and provide pictures (no bigger than 2MB) of the damaged item(s). Depending on your wishes and the availability of a new copy to replace the damaged or defective item, customer service will offer you compensation: a replacement item, or a refund, or store credit.

Whatever the reason why you wish to return an item (right of withdrawal or defective item), please always contact our help desk before sending it back to us.

In case of a problem or if you encounter any error while browsing our site, please write to admin@season-of-mist.com and provide as much information as possible: the actions you have done, the browser you are using (Firefox, Edge, Chrome, etc.) and its version, maybe a screenshot of the problem, and anything you may deem relevant. Please tell us the time and date of appearance of the error. If it concerns one of your orders, please mention the number of the order.

For any other question, please contact our help desk or write to support@season-of-mist.com. Customer service usually replies on the next working day.

Please do not write to mailorder@season-of-mist.com. That email is only used to send you automatic information about your orders.