Returns, Refunds and Problems with an Order

If there is a problem with something you have ordered, contact SONG as soon as possible.

Please include your order number if you know it.

If merchandise arrives damaged or faulty, contact SONG within 14 days of delivery.

Tell us what is wrong with the item.

Please keep the item and its packaging until SONG has replied.

Where appropriate, SONG will arrange a replacement or refund.

If you receive an item that is different from the item you ordered, contact SONG.

Include your order number and explain what you received.

Please keep the item and its packaging until SONG has replied.

Do not return anything until SONG has confirmed what you should do.

If your order has not arrived, contact SONG so that the delivery can be checked.

Tracked merchandise may need to be investigated with Royal Mail.

A replacement may be offered after any necessary postal investigation has been completed.

Please check your delivery address carefully before placing an order.

SONG is not responsible for delays or loss caused by an incorrect or incomplete address provided during checkout.

If you notice an error after placing your order, contact SONG as soon as possible.

If the order has already been prepared or posted, it may not be possible to change the address.

SONG membership fees are normally non-refundable.

A refund may be given where required by law or where SONG decides that a refund is appropriate.

Please contact SONG before sending an item back.

Do not send an item to the SONG postal address unless SONG has asked you to do so.

This allows us to check the order and tell you what to do next.

Use the Contact SONG page and choose Return, refund or problem with an order.

Include your order number if you have one.