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FAQ's

Who are you?

Shuperb is a registered trademark of Clickwise Ltd.  We are an established independant retailer of shoes and accessories.  We have several websites associated with the sale of footwear and accessories.

Our registered company number is 06866080.  Our VAT number is 978071777.

Where are you located?

We operate from our large modern warehouse facilities in Leicester, UK.  Our address is Unit 3, 55 Forest Road, Leicester, LE5 0DW.  Although at present we are not open to the public, we welcome you to come in and try your item on before purchase by appointment.

If you have seen shoes that you like, please contact us by email or phone to enquire about availability. 

 

Our opening times are Monday to Friday 9.00am to 5pm and Saturday 11am to 4pm.


What payment types can I use to shop online?

We’ve tried to make it as easy as possible for you to shop online at Shuperb, so we accept Maestro, Visa, Visa Delta, MasterCard, Visa Electron and PayPal as payment types. 

Is it safe to shop online at Shuperb?

We’ve taken every possible step to make our site as secure as possible for your peace of mind. We use the very latest SSL encryption technology when taking your payment details and we take the security of your personal data very seriously. 

What will happen when I place my order online?

When you’ve placed your order, you’ll get emails at each of the following stages:

  1. Order Acknowledgement - this lets you know we've received your order.  Please check this email to ensure details such as size, colour, delivery address etc are correct.
  2. Order Processing - this confirms that payment has successfully been taken and that we're about to prepare your order in our warehouse.
  3. Dispatch Confirmation - this confirms that your order is on its way to you. 

When will you take payment for my order?

Where an item is available (as is the case 99% of the time) we will take your payment within 24hrs of you having placed the order.  If the item is not available for immediate dispatch we will email or telephone you to discuss the options available. 

What if I have a problem placing my order online or I’m not sure it’s gone through?

If you receive acknowledgement and confirmation emails then your order has gone through okay. If you did not select the size required or selected the wrong size, please contact us ASAP.  If you aren't sure or need some help, contact Customer Services.  If you are having general problems ordering online or do not wish to enter your card details online, you may call us on 0116 326 0605 and we will be pleased to help.

I am an international customer, do you have an alternative contact number?

If dialling from outside of the UK, please dial +44 116 326 0605.

Can I amend an order once I’ve placed it?

Yes, in most instances this is not a problem.  Please contact us as soon as possible so we can amend the order before it goes through our order process.

Can I have my order delivered to an address other than my home address, such as work or a friend’s?

Yes, you can ask for your order to be delivered to an address that is different to your home address when you go through the checkout process. Please ensure your "billing address" is the same address as to which your payment card is registered.  We reserve the right to ship to billing address only where we feel there are inconsistencies in information provided to us.

Which areas of the UK can you deliver to?

As well as the UK mainland, we can deliver to the Scottish Highlands & Islands, Northern Island, Isle of Man, Isles of Scilly, the Channel Islands and British Forces Post Office (BFPO) addresses. If you place an order for delivery outside the UK mainland you should allow a little longer for it to arrive.

Do you deliver worldwide?

We deliver to 40 countries around the world and hope to add more soon.  If you cannot find your country listed at checkout, please email us and we will let you know if your country can be added.

Can I track the status of my order?

At the moment, we do not have an online tracking facility available.  However, feel free to email cs@shuperb.co.uk and we will provide you with as much information as possible regarding your order.

Do I have to sign for the delivery when it arrives?

It all depends on the item you are purchasing.  Generally, more expensive items usually require a signature.

What happens if there’s no-one in when my parcel is delivered?

If your item was sent via Royal Mail, you will be left a card.  You may rearrange a delivery date, collect from your post office or collect from your local sorting office.  You will need to follow the instructions left on the calling card from the Royal Mail.

We also allow you to nominate a "safeplace" when checking out.  A "safeplace" is a nominated safe area that your parcel may be left at in the event that you are not in to accept delivery.  Please note leaving your parcel in your designated safeplace is at the discretion of the delivery driver and at your own risk.

If your item was sent by courier (Parcelforce/DPD) and you were not in to receive the item, the courier will leave you a card.  You can rearrange your delivery online or have the item delivered to your local post office where you can collect at your convenience.

What’s the returns policy for products bought online?

We hope you will be happy with every product you buy from Shuperb, but if you want to return anything for any reason, we’ve tried to make it as easy as possible.

You can return anything you've bought from our website, provided you take reasonable care whilst the item is in your posession. This means you can look at and try items on as you would in our store, but you must not remove any labels or protective strips or wear them outside.  Our full returns policy can be found on this page:

Time Limits:

UK Refunds: 30 days from date of receipt.
UK Exchanges: 30 calendar days from date of receipt.

International Refunds: 30 calendar days from date of receipt.
International Exchanges: 30 calendar days from date of receipt.

How can I contact Customer Services?

You can email us at cs@shuperb.co.uk or call us on 0116 326 0605 between 9.00am and 5pm Monday to Friday or between 11am and 5pm on Saturday.  We are closed on Sundays and UK bank holidays.

How can i make a complaint?

We hope none of our customers ever feel the need to make a formal complaint.  However, we realise there are occasions where you may feel the need to raise your concerns regarding a product you purchased or the service you received. 

Please email cs@shuperb.co.uk and a senior manager will personally deal with the issue(s) presented. 

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