FAQs

Once we receive your order, our warehouse team will process the order within one business day. However, bags might need to be collected from warehouses at different locations. While also adhering to international shipping distancing measures, please allow 1 to 7 business days for your order to ship.

*Due to the pandemic, the shipment might be delayed for 3-5 days. Apologize for the inconvenience.

We try to deliver your desired bags, no matter where you are located, as fast as possible. It usually takes 1-7 business days for us to process and prepare your order, and once the order is shipped, the general delivery time for different areas is listed below:
North America ： DHL/FEDEX ；6-8 business days

Europe ：FEDEX/TNT； 6-8 business days

Oceania： TNT/DHL；6-8 business days

East Asia except China ：FEDEX/DHL ；3-4 business days

South America： EMS/DHL/UPS；10-15 business days

Russia ：EMS ；10-15 business days

Africa ：DHL； 8-10 business days

Middle East ：FEDEX/DHL/TNT；6-8 business days

Songmont is happy to offer complimentary worldwide shipping, for a limited time.

Customs duties and fees are the responsibility of the recipient. International shipments are subject to duties and fees that vary by country and are based on the value of your order. The amount calculated depends on the destination country's tax and valuation method.

If you would like to cancel your order, you must notify Customer Care within 12 hours of placing the order. Simply contact info.songmont@gmail.com for cancelation inquiries.

We are sorry that if you have received the wrong item, please reach out to info.songmont@gmail.com with your order number and details. To speed up the process, please make sure to attach a photo of the wrong item you have received in your inquiry. If we are responsible for the issue, we are happy to process a return/exchange for free.

Please make sure your items are returned new and unused. Once your return is received and inspected, we will process your refund back to your original payment method. You will also receive an email of confirmation when this is processed.

We sincerely hope you are happy with your purchase, but if you change your mind, you are free to request a return within 7 days of receipt. Please follow the return process steps below.

Policy

All items purchased are eligible for return or exchange within 7 days of receipt. The products must be in the same condition, original packaging and unused, bearing the original labels and accessories as well. Please ensure the product you return is in its original condition with the product care card, invoice and packaging include carton box, dust bags, chain wrapped etc. (except returns for damage or flaw reasons). Otherwise, we will be unable to accept your return and issue a full refund. We would like to kindly inform you that customers are responsible for paying for their own shipping costs for returning their item. No extra service charge needed. Any item marked as 【SALE】 cannot be returned or exchanged. We will let you know once we have received your return and processed your refund. We do not process direct exchanges. We suggest you initiate a return for the refund and place a new order for the preferred item(s) at your earliest convenience.

Process

- For US domestic orders

-To initiate a return, please send an email with your order number and reason for return via email to info.songmont@gmail.com

-Once our team approves your return request, you will receive a return label and return address. Please write down your order number on a piece of paper and put it in the package. Simply attach the label to the package and drop off with the carrier within 3 days.

- Note: you may choose your own shipping carrier to return the order to us, please let us know via email to info.songmont@gmail.com with your order number and tracking number (Please note that without tracking information we may not be able to process your refund in time). We do not assume responsibility for reimbursement or compensation in the event that a return package is lost, stolen, or mishandled. We reserve the right to refuse return of any merchandise that does not meet our return requirements.

- For other region orders

Orders outside of US can be returned using your own choice of shipping carrier at your own cost as we will not be able to provide a return label. We do not assume responsibility for reimbursement or compensation in the event that a return package is lost, stolen, or mishandled. We reserve the right to refuse return of any merchandise that does not meet our return requirements.

- To start a return, please send your request via email to info.songmont@gmail.com with your order number and reasons for return.

- Once our team approves your return, we will send you the return address. You can arrange the shipment and please write down your order number on a piece of paper and put it in the package. Please send us the tracking number as soon as possible. (Please note that without tracking information we may not be able to process your refund in time.) 

Refund

After your return is received and inspected, we will process your refund back to your original payment method within 14 days. You will also receive an email of confirmation when this is processed.

We try our best to refine and maintain an efficient supply chain. However, due to high demand and popularity of some bags, occasionally an item may be found out of stock. We also run a preview for the new arrivals. "SOLD OUT" styles usually take one to four weeks to become available again. Rest assured to sign up for an email notification to be informed right away once your desired bag(s) are re-available online!