Shuperb use Royal Mail™ for all UK deliveries.
If you placed your order between 1st March 2020 and 1st June 2020, you have 180 days to return your item back to us. Your item must be returned in its original, undamaged packaging and must be in an unworn condition. Exchanges do not 'reset' the 180 day window.
We offer a 30 days return period. If you purchased your item on or after 2nd June 2020, you will have 30 days from the date you received your item to return it to us for a refund or an exchange. Exchanges do not ‘reset’ the 30 day window.
Your item must be returned in its original, undamaged packing and must be in an unworn condition.
You cannot exchange sale items.
RETURNING YOUR ITEM FOR A REFUND?
We do not currently offer free returns for refunds. Although there are 3 options to consider if returning your item including an easy return using a prepaid label from Royal Mail:
1. Return using the Post Office or any other courier at your own expense. All applicable items will be refunded in full upon return. Please note, shipping charges and any items which have been modified with additional heel height or rubber grip soles are strictly non refundable.
2. When making your purchase ensure you purchase our Easy Returns label for £1. We will include a Royal Mail return label within your package, or in a separate email on some occasions. This label can only be used for goods on the particular order where the returns label was purchased. If for any reason, your returns label was not included within your package, please download a returns label by clicking HERE and completing the form.
3. If you have not purchased a returns label with your order, thenclick here to download a returns label after completing the short form, and we will deduct £3.50 from your refund for its use. This label will be available to download immediately from the Royal Mail website and it will be emailed to you. Within that email there will be the returns label and a QR code, if you are unable to print the label for whatever reason you can take your parcel and that email on a smart device to the post office. They will scan the QR code from the email and print a label for you.
Please allow up to 7 working days to receive your refund.
RETURNING YOUR ITEM FOR AN EXCHANGE?
If returning your item for an exchange, we will cover the cost of postage via the use of our returns label providing the item is not a sale item.
As with a refund, you may return the item using your choice of carrier. You may utilise the easy returns label purchased at the time of order or download a label here. This label will be available to download immediately from the Royal Mail website once you have completed the form and it will be emailed to you. Within that email there will be the returns label and a QR code, if you are unable to print the label for whatever reason you can take your parcel and that email on a smart device to the post office. They will scan the QR code from the email and print a label for you.
There is a limit of 1 free return per order. Therefore if you wish to return an exchanged item for a further exchange or for a refund, then you will need to cover the cost of all postage.
Please note we do not exchange sale items. You would need to return your sale item for a refund and re-purchase your new item.
If you are returning a full priced item for an exchange, kindly take note, we will not be able to exchange for a different item. We can exchange for the same item in a different size/colour providing the alternative choice is exactly the same price and is in stock.
EUROPE, USA & REST OF WORLD
Shuperb use DHL™ as our preferred international courier.
We are proud to partner with our international logistics partner DHL on all orders designated for delivery outside of the United Kingdom. From time to time we may also use local delivery partners depending on your precise delivery location.
DHL Express: Delivery between 2 - 4 working days.
Packet Plus: Delivery between 5 days and 3 weeks.
For most European destinations, we charge a flat rate delivery cost.
Specific delivery costs can be found upon checkout.
We cannot deliver to PO Boxes.
If you live in a "remote" area we may use your local delivery network in order to provide you the best service possible. Where this is not possible, we will use DHL to deliver your item. Remote area deliveries (remote area as defined under the DHL remote area list) will be subjected to an additional charge of 10.00 GBP and you will receive an email prior to dispatch requesting you to make this payment.
DUTY & TAX
All orders within the European Union will be free from any duty payments.
Orders from within the USA are usually free from any additional tax payments up to a maximum of $800 per shipment.
For all other countries, please consult your local customs and excise authority.
Kindly take note, all duty and tax related charges are to be borne by the recipient strictly. If you fail to make payment and your package is consequently held, we reserve the right to instruct for the goods to be returned to us or your package be destroyed. All associated costs will be deducted from the amount refunded to you.
All returns must be made within 30 days from the date of purchase. All items being returned for a refund or an exchange must be unworn and in the original, undamaged packaging.
All items being returned from outside of the United Kingdom must clearly be marked as "returned goods" on your customs paperwork. Failure to do this means your returned package may be subject to tax/duties inbound to the UK. We will not be able to pay this and the result will be that your package will be likely returned to you or destroyed by Customs & Excise.
REFUND & EXCHANGE
You will need to return your item at your own expense within the specified duration for return. Please note we do not exchange sale items. You would need to return your sale item for a refund and re-purchase your new item. Kindly take note, we will not be able to exchange for a different item. We can exchange for the same item in a different size/colour providing the alternative choice is exactly the same price.
All postage costs to be paid for by the buyer.
If you purchased any item(s) as part of deal, e.g. 2 for £30 etc and decide to return part of your purchase to us for a refund, we will re-consider your purchase and refund you the amount based on the item(s) you have decided to keep. Alternatively, if you decide to return a multi-buy item for an exchange, we will only permit the item to be exchanged for an item within the same promotional group. For instance, if you are returning one pair of shoes from a 2 for £30 deal you may select another item/size/colour from within our 2 for £30 collection.
Other regular sale items (non-multibuy) may not be returned for an exchange. We will only accept sale items back for a refund. You will need to make a new purchase if you wish to change the size for example.
All goods which are suspected as faulty should be reported using our faulty item report page, which you can access by clicking here. Every item is checked thoroughly before dispatch. In the rare event an item has been delivered to you with a fault, you must notify us immediately. Please do not continue to wear the item or attempt to repair it as this may invalidate your right to return the product.
Any faults reported within 90 days of you receiving the item can be accepted and returned to ourselves at our own cost. We will then process your preferred resolution, whether that be a refund or exchange, as soon as possible. Faults must be confirmed and accepted by our Customer Service Manager before having them sent back to our warehouse.
Footwear which has been customised is strictly non-refundable. Customers who choose to have "rubber grip soles" or "added heel height" to shoes or boots will not qualify for a refund in the event the item is not as expected. We advise you to have grip soles and/or heels added locally if you are not sure about sizing.
We are also not able to refund "waterproof protection" which is an added service that cannot be re-stocked in the event of a return. With regards to this, the item itself will be refunded but the cost of the "waterproof protection" cannot be refunded.
Our Returns Address
Shuperb.co.uk Web Returns
Unit 3a & 3b
55 Hastings Road
Please ensure you include the completed dispatch/returns note with your returned goods.