Shipping policy

ARTICLE 7 — DELIVERY
7.1 Delivery zones
Deliveries are made in Belgium and in the Member States of the European Union. The Seller reserves the right to refuse certain destinations or certain Products based on logistical, regulatory, or customs constraints applicable in the destination country.
7.2 Delivery modalities
Orders are shipped by the carrier(s) selected by the Seller (Bpost and/or private carrier). The choice of carrier is communicated to the Customer during the ordering process. A tracking number is transmitted to the Customer as soon as the order is shipped.
7.3 Deadlines
The Seller undertakes to ship orders within 1 to 2 business days from the confirmation of payment, excluding Belgian public holidays. Delivery times are then those specific to the carrier and are given as an indication. The Seller cannot be held responsible for delays attributable to the carrier.
7.4 In-store pickup (Click & Collect)
The Customer can choose to pick up their order directly from the physical shop at the following address: Tomberg 230, 1200 Woluwe-Saint-Lambert. A notification email will inform them of the availability of their order. Pickup must be made within 7 calendar days from this email. If the order is not picked up within this period, the Seller may cancel the order and refund the Customer, subject to the possible deduction of reasonably justified administrative or storage costs.
7.5 Receipt — verification upon delivery
Upon receipt, the Customer is required to check the condition of the Products and the conformity of the delivery. In the event of visible damage or an anomaly noted upon delivery (damaged package, missing Product, error), the Customer must:
make precise and detailed reservations with the carrier at the time of receipt, or
contact the Seller by email at songfoodlab@gmail.com within 48 hours following receipt, with supporting photos.
After this period, no claim relating to the external condition of the delivery can be accepted. This provision does not hinder the legal guarantees applicable in the event of a lack of conformity that was not apparent upon delivery.
7.6 Unfulfilled delivery
In the event of the Customer's absence during delivery, the carrier will leave a delivery notice according to its usual procedures. If the parcel is returned to the Seller due to an impossibility of delivery attributable to the Customer (incorrect address, prolonged absence, failure to pick up from a pickup point), the costs of reshipping will be borne by the Customer. If the Customer does not wish the order to be reshipped, the refund of the Products will be made minus the initial shipping and return costs.