FAQ
Product information
I am looking for an item on the shop but can't find it!
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 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:
- 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.
Are all the items on the site available?
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.
Are the items in my cart reserved for me?
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.
An item is still not in stock and it is blocking the shipment of my order. Can it be cancelled or replaced?
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.
An item that I pre-ordered is now labeled "out of stock" on the shop, but I haven't even received it yet!
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.
Payment methods
How to pay for my order?
Payment for purchases can be made by Shop Pay, banking card, PayPal, Apple Pay, bank transfer, cheque, as well as local payment methods specific to some territories. Please note that some payment methods may not be available depending on which country you order from.
Is my payment information secure?
Yes. All transactions are processed through Shopify Payments, which is PCI-compliant and uses industry-standard encryption to keep your payment details safe. Your card information is never stored on our servers.
When will my card be charged?
Your card is charged at the time your order is placed and confirmed.
In which currency can I pay?
We only accept payments in EURO (€).
Payment by cheque
This payment method appears only if the billing address of the order is located in France. We only accept cheques issued by French banks.
Your order is saved when you click the "Complete order" button after reviewing your order. You will then receive an email confirmation. Please send your cheque made payable to SoundWorks to the following address:
Season of Mist / SoundWorks
126 Boulevard Bara
Heliopolis 2 - Lot B4
13013 Marseille
FRANCE
To make sure that your order is processed quickly, please remember to write the number of your order on the back of the cheque.
Orders are processed upon reception of your cheque. 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 cheque after 10 more days, your order will be automatically cancelled.
If we are unable to send you an item after we have received your cheque, we will contact you and offer you to choose either a replacement for the missing item, or store credit (without expiration date).
Payment by bank transfer
Your order is saved when you click the "Complete order" button after reviewing your order. 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 before you review 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
Cash / money order
We do not accept payments by International Money Order or Cash Mandate.
We do not accept cash sent by post.
Shipping & Delivery
Parcel tracking and choice of the shipping company
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.
If the carrier you chose offers parcel tracking, after receiving 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 time
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
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 completing your order.
Shipping to France is free, provided that the total value of the items in your cart is at least 70€. This offer does not work with UPS shipping methods.
We wish to point out that Season of Mist does not make any profit on postage: we charge our customers what carriers charge us.
Customs duty
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".
Order information
I ordered several items, some of which are not in stock yet. Can you send me what is available now, and the rest later?
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) that prevent your order from being shipped.
Can I add items to an order that has already been saved?
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). You will then be informed of the extra amount to be paid and the extra payment will be required by the shop. Please note that additional shipping charges may apply.
My order has been shipped, but you haven't sent me the tracking number of the parcel!
It is likely that your order was prepared on the previous business day, after the daily pick-up of parcels by the carriers. The shipment will therefore only take place on the following business day. You will then receive the shipping notification with your tracking number by email on the next business day. If you still haven't received the notification after more than one business day has passed, 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.
My order includes items to be printed on demand, and I'd like to make some changes before it ships.
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.
I placed several different orders, which are yet to be shipped. Can they be merged into one single order / shipment?
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.
Delivery
An item is missing from my order
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 cheque 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.
Do music orders come with a digital download?
We don't give out digital downloads automatically, but if you purchase an album released by Season of Mist, we will be happy to provide you with a high quality download in your format of choice via Bandcamp. Please note – we distribute tons of albums from many artists and labels, and we cannot provide any downloads for albums not released by Season of Mist.
To request a digital download, please contact us_support@season-of-mist.com with proof of purchase and we will be happy to accommodate your request.
Returns
I changed my mind, I don't wish to keep the items I received
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.
Please note that the shipping costs for returning items to our warehouse will be at your expense. If you exercise your right of withdrawal on part of the order you received, the refund of the initial shipping costs will be prorated to the item's shipping costs and not to the whole order's.
Can I return any item?
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.
I received a damaged order / item
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.
Website
Technical difficulties
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.
Other questions
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 or sooner.
Please do not write to mailorder@season-of-mist.com. That email is only used to send you automatic information about your orders.