Terms & Conditions

Please read these terms and conditions carefully before using the Sonderlab web store. This website is owned and operated by Sonderlab (PT Ritel Sonderlab Indonesia)

 

SHIPPING

By purchasing an order on web store, you are agreeing to these terms and conditions. Once your order is processed you will receive a confirmation email with tracking information.

 

Domestic Shipping: 

We need 1 - 2 days to pack every orders made through our website and whatsapp order. Items will be sent on the third day since orders are made. If there are any issues in the preparation of your products, we will inform you via our email operation@sonderlab.co during that time.

We deliver using several option of expedition service; JNE Reg or YES, DHL Express Domestic, Ninja Express (Sameday Delivery), and Instant by Gosend/Grabsend (order via Whatsapp or direct message only)*.

For JNE Reg takes 1- 7 business days and JNE YES takes 1-2 business days depending on location*

For DHL Express Domestic takes 1-7 business days depending on your location*

For Ninja Express we need 3-4 hours to pack your order. Then your order will be sent on the same day. Order maximum at 12pm.

For Instant Delivery can only be proceed through Sonderlab's Customer Service (WhatsApp and Instagram Direct Message)* and we need 3-4 hours to pack your order. Grabsend or Gosend order made by customer after the order is ready to be sent. Order maximum at 12pm.

Orders before 15:00 WIB (GMT+7) will be shipped the same day on Weekdays.

No shipping on Saturday and Sunday.

*Please note that once you have choose your delivery method from our website, we won't be able to make changes for that orders (i.e. changing from Normal Delivery to Same Day/Instant Delivery once orders are made is not possible)

*Please note that the stated shipping costs are valid and cannot be contested in the future

If we are experiencing a high volume of orders, shipments may be delayed for a few days. Please check our social media through Instagram @sonderlab @sonderstudio.lab and our Tiktok @sonderlab.co.

 

International Shipping:

We need maximum 7 working days to pack every orders made through our website. If there are any issues in the preparation of your products, we will inform you via our email operation@sonderlab.co during that time.

We send with DHL Express and takes 1-7 business days depending on your location International orders may be subject to additional taxes, customs duties and fees levied by the destination country. All shipping fees will be borne by customers.

*Please note we do not accept returns or exchanges

*Please note that the stated shipping costs are valid and cannot be contested in the future

 

PAYMENT

All prices are listed in Indonesian Rupiah (IDR) and for International customer, it will be automatically converted to US Dollar (USD) or local currency depending on the location. We accept the following forms of payment such as Visa, Master Card, Bank Transfer, Atome (Certain Countries Only), and Paypal (International Payment only).
*Please note that once you have made your payment from our website, it cannot be canceled. 

 

RETURNS

We hope you’re delighted with your order. If you have any issues with items such as damage, stain and sizes simply email us at cs@sonderlab.co or Whatsapp our Customer Service.

 

Return & Exchange Procedure:

  1. We only accept complaint item within maximum 1 days after the package is received by customer. After that, the order is considered received in good condition, and any form of complaint will not be accepted.
  2. The products must be returned to Sonderlab maximum 2 days after customer confirm to our Customer Service via WhatsApp or Email.
  3. When we have processed your complaint and there is no confirmation or feedback within a maximum of 2 days, the issue is considered resolved (case closed).
  4. Please note that customer will be charged with all the shipping payment (Customer to warehouse & Warehouse to customer). For product size exchange.
  5. Customer will not be charged for shipping payment if the problem is from our side. (Customer only be charged for shipping payment from Customer to Warehouse). 

 

Return & Exchange Policy:

  1. Customers must provide an unboxing video and photo as part of the claim process for any issues related to the product. The photos include; the item(s) you have received and barcode that comes with the product’s package.
  2. The unboxing video and photo should be clear, unedited, and of sufficient quality to accurately depict the condition of the product and its packaging upon receipt.
  3. The products that allowed to be exchange are upgrade sizes (if you find it too big or small). The product will be exchanged with the same product in the desired size only if the stock is available. For free size or all size product, it cannot be returned or exchanged. Please check size chart on the product before checkout.
  4. Clothing must be returned unworn, undamaged, unwashed & unused with all the tags still attached & packaging included.
  5. Once we receive the product that will be exchanged, we will check the condition of the product first before sending back the replacement. The replacement will be sent within a maximum of 14 working days.
  6. We will exchange or refund your product accordingly within maximum 14 working days.
  7. Refund can only be processed if error made by Sonderlab.
  8. We cannot accept any claims of damaged or missing items without proof or evidence. 

 

    Non-Exchanged & returned items include:

    1. Sale Items and Coupon Discount Application
    2. Fine Jewelry & Jewelry
    3. Eyewear
    4. Lingerie & Swimwear
    5. Aesthetic Pleasure Leather Goods
    6. Toga Archives and Toga Pulla Footwear