FAQs

1. What makes SoftLab Direct products unique?

Our products are crafted from 100% authentic, aerospace-grade carbon fiber, designed to bring strength, elegance, and durability into your everyday life. Each item combines high-quality materials with precision French craftsmanship.

2. Where is SoftLab Direct located?

We are based in Lyon, France, and ship our products to all French-speaking countries in Europe.

3. Do you offer customization options for your products?

Currently, we do not offer customization on our products. However, we may add this feature in the future based on customer demand.

1. What payment methods do you accept?

We accept major credit cards, including Visa, MasterCard, and American Express. This ensures a secure and straightforward checkout experience.

2. Can I modify or cancel my order after placing it?

Once an order is placed, we process it quickly to ensure timely shipping. If you need to modify or cancel your order, please contact us at support@softlabdirect.com as soon as possible. We’ll do our best to accommodate your request, but we cannot guarantee changes after the order has been processed.

1. Where do you ship from, and which countries do you deliver to?

We ship from our warehouse in Lyon, France. We deliver to all French-speaking countries in Europe, including Belgium, Switzerland, Luxembourg, and Monaco.

2. What are the shipping options and delivery times?

• Standard Shipping: €4.99 (Free on orders over €75), delivery in 3-5 business days.

• Express Shipping: €14.99, delivery in 1-2 business days.

• Next-Day Shipping (France only): €19.99, next business day delivery for orders placed before 2 PM CET.

3. How can I track my order?

Once your order is shipped, you will receive a confirmation email with tracking details. Use this information to track your shipment’s progress.

1. What is your return policy?

We offer a 14-day withdrawal period in compliance with French and EU laws, during which you may return your order for a full refund. Additionally, we provide an extended 100-day return period for items in new, unused condition. Please see our [Returns Page](link to Returns page) for full details.

2. How do I initiate a return?

To start a return, contact our support team at support@softlabdirect.com with your order number and reason for return. We will provide instructions for returning your item.

3. Who covers return shipping costs?

If the item is damaged or defective, we will cover return shipping costs. For other returns, return shipping is the responsibility of the customer.

1. Do your products come with a warranty?

Yes, we offer a Lifetime Warranty on all SoftLab Direct products, covering any manufacturing defects in materials and workmanship. Please refer to our [Warranty Page](link to Warranty page) for more information.

2. How do I file a warranty claim?

To file a claim, please email support@softlabdirect.com with your order number, proof of purchase, and photos of the defect. Our team will review your claim and assist with a replacement if eligible.

1. How do I care for my carbon fiber products?

To maintain the appearance and durability of your carbon fiber products, avoid exposure to harsh chemicals or abrasive surfaces. A soft cloth can be used to gently clean the surface.

2. Are SoftLab Direct products waterproof?

Yes, carbon fiber is water-resistant and highly durable. However, some items with additional components (such as leather or metal) may require extra care to avoid water damage.

1. How can I contact SoftLab Direct’s customer support?

Our customer support team is available Monday to Friday, 9 AM - 6 PM CET. You can reach us at support@softlabdirect.com or call us at +33 1 23 45 67 89.

2. Do you have a satisfaction guarantee?

Yes, your satisfaction is our priority. If you’re not completely satisfied with your purchase, please reach out to us, and we’ll work to resolve any issues.