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Delivery & Returns

United Kingdom Only

Delivery

Standard UK delivery is FREE and your order will be delivered to you within 4 working days. We are able to upgrade items to express delivery at an extra cost (select at checkout). Our cut off for express delivery is 5pm Monday to Friday. Shuperb use Royal Mail exclusively within the UK.

We do not "guarantee" our express post with the exception of "Special Delivery™". If a Special Delivery™ item arrives outside of its expected delivery date, please contact us and we will refund you immediately the cost of your delivery.

Our cut off dates for orders around Christmas are as follows:

  • Standard Delivery (Free) - Order by 19th December
  • Express 1-2 Working Days (£3.99) - Order by 20th December
  • Express Next-Day (£4.99) - Order by 21st December
  • Special Delivery Next Day Before 1pm (£10) - Order by the 21st December
  • Saturday Guaranteed Delivery (£12) - Order by the 22nd December

 

Returns

Refunds

Shuperb offer a 30 calendar days returns policy meaning you can return any unwanted goods to us within 30 calendar days for a full refund. This includes sale items. You must pay the cost of return yourself or click here to download our returns label from the Royal Mail website. If you decide to use our returns label, we will deduct £3.50 from your refund to cover the cost. If you do not use our returns label you will be refunded in full.

On some items we offer customers the opportunity to purchase an Easy Returns label at an advance cost of £1.00. Please note this can only be purchased concurrently with the purchase of your item and cannot be bought separately. Our Easy Returns label allows you to return your item to us without any deduction from the cost of the item. If you have purchased an Easy Returns label, it will be included with your package for your convenience. You simply need to attach it to your parcel and take it to your nearest Post Office branch.

If you purchased any item(s) as part of deal, e.g. 2 for £60 etc and decide to return part of your purchase to us for a refund, we will consider your purchase and refunded amount based on the item(s) you have decided to keep.

We aim to complete all refunds within 7 working days of receiving your item at our returns facility.

Our standard returns policy excludes socks and underwear.

Our extended Christmas returns perioid is as follows:

All items purchased after 1st November are valid for return until 15th January.

Exchanges

Any full priced merchandise can be exchanged free of charge using our prepaid returns label which can be downloaded here. Postage is paid both ways.

All exchanges are subject to stock availability and where stock is not available, we will refund your purchase. During sale periods, we advise strongly for you to return your item for a refund and make a new purchase for a replacement style or size due to limited availability.


International (Outside United Kingdom) Only

 

Delivery

We are proud to partner with our international delivery partner DHL on all orders designated for delivery outside of the United Kingdom. If you live in a "remote" area we may use your local delivery network in order to ensure the cost remains reasonable.

DHL offer excellent delivery times for shipments worldwide. For instance, most of our packages to the USA arrive within 48 hours of us accepting your order.  DHL also offer door to door tracking so you always know where your item is and when you can expect it.

The good news is that the more you buy, the cheaper delivery gets. So fill up your basket, check out and sit back.

Returns

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. We will not be able to pay this and the result will be that your package will be likely returned to you.

Refunds

Shuperb offer a 30 calendar days returns policy meaning you can return any unwanted goods to us within 30 calendar days for a full refund. This includes sale items. You must pay the cost of return yourself. We do not offer an Easy Returns service for our international customers at the moment. Kindly be advised, we are unable to refund any associated postage costs.

If you purchased any item(s) as part of deal, e.g. 2 for £60 etc and decide to return part of your purchase to us for a refund, we will consider your purchase and refunded amount based on the item(s) you have decided to keep.

We aim to complete all refunds within 7 working days of receiving your item at our returns facility.

Our standard returns policy excludes socks and underwear.

Exchanges

You are welcome to return your item for an exchange subject to stock availability. Please note, you will be expected to cover the cost of postage both ways if you are exchanging your item.

 

General Clauses

Faulty Items

All goods which are suspected as faulty should be reported using our faulty item report page. 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 within 7 working days of using the faulty item report form. 

Shortages

For orders involving multiple items, we reserve the right to dispatch items separately in order that we may fulfill your order in the quickest and most efficient manner possible.  In the event of a shortage, where we have not indicated that there are items "to follow" from your order, please inform us immediately in writing as soon as possible and always within 7 working days of receipt.  Please always retain the exterior packaging and invoice as this will assist us with our investigation.

Non-Refundable Items

Items which have been customised are non-refundable strictly. 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.  The item price will be refunded but the cost of "waterproof protection" cannot be refunded.

Cancelling/Amending An Order

Unfortunately, once your order has been confirmed and paid for, it will enter our system and cannot be cancelled or amended. Please feel free to return your item to us and we can issue a refund in the event you have made a mistake with your order.

Trade Orders

In the event you are buying for business use or for resale purposes and have been offered a group or bulk discount, the order will be deemed a "trade order" and by definition will be deemed non returnable strictly.

Local Authorities

If you are representing the purchasing division of a local authority, please refer to contractual agreements pertaining to the return of unwanted merchandise.

 

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