Frequently Asked Questions
Is it safe to order online?
We take every step to ensure that shopping with us online is safe. We use industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive information entered into our website. This includes your name, address and other critically sensitive information such as your credit card details. Information passed between your computer and our website cannot be read if it is intercepted.
Our technology includes the following features:
Authentication - this assures your browser that your data is being sent to the correct computer server, and that the server is secure.
Encryption - this encodes the data, so that it cannot be read by anyone other than the secure server.
Data Integrity - this checks the data being transferred to ensure it has not been altered.
Will you price match my item?
As our discounts and promotions are only for a limited time, we do not offer price matching on orders placed outside the promotional period.
Where can I find a size guide?
You can find our size guide on each product description page under the 'Size Guide' tab.
Why can't I find my size?
If the size you are looking for does not appear in the 'Select Size' drop down menu, the item is currently out of stock. Only available stock is displayed on our website. Our current season stock is regularly updated and new stock appears our site daily.
Why does nothing happen when I click 'buy now'?
This could be a connection error. Please close down the webpage, clear your browser history and ensure you have enabled all cookies and pop ups.
Do I have to pay a delivery charge?
You do not have to pay for the delivery.
Can I have my order delivered to store?
Unfortunately, we cannot deliver products to stores.
Can I change my address after placing an order?
We are unable to change the delivery address on orders once the checkout process has been completed. Please check your order carefully before clicking 'buy now'.
How long will my delivery take?
We aim to deliver your order as soon as possible.
Delivery times are provided at the time of your order on the checkout page, and you may have two different estimated delivery dates depending on which distribution centre will be fulfilling your order. Delivery times will depend on the service selected and the delivery destination. All delivery times are estimated and are based on working days, this excludes weekends and public holidays
Why has my order not been dispatched?
This could be because we are currently replenishing our stock. If the item becomes available it will be dispatched as soon as possible and you will receive a confirmation email. If stock is no longer available your order will be cancelled. Alternatively if you paid via bank transfer please allow 3-5 working days for the payment to be processed.
Will this item come back into stock?
We are unable to provide exact dates for if or when an item will be restocked in store or online. Our stock levels are updated daily so that items are made available as soon as possible.
Why has my order been cancelled?
We are sorry if we’ve been unable to fulfil your order. Once an order is received it is entered into our dispatch database, however on rare occasions the stock for your order may no longer be available and may result in the order being cancelled. You should not be charged for orders that have been cancelled and if you believe that you have been charged, please contact us.
Please note that we are unable to offer alternative items, therefore if the product is no longer be available, the item will be cancelled from your order. If the order/item was part of a promotional offer this could result in the promotion no longer applying to your order.
Can I exchange my order?
You may exchange the merchandise by returning the merchandise in unused, saleable condition in its original packaging along with original tags within 28 days from the date on which these goods are delivered.
If your requested size/colour is unavailable at the time your return is processed, we will provide you with a full refund and notify you by email.
If you wish to exchange for a different item, you will need to return your item for a refund and place a new order.
However, goods bought under Sale or discounts cannot be cancelled or returned once sold.
How do I return my order?
You may place a return request on the website or dial our customer care.
Every return should contain the original packaging. If you wish to return a product, we request you to pack it in the original box along with the original invoice, which we will be reverse picked up.
Can I return my order to a Superdry store?
You can return items purchased from our website within 30 days of delivery.
All returns must be accompanied by an invoice and refunds will only be processed to the original payment card.
How long will the return take?
Please allow 7-10 working days from receipt of your goods at our warehouse for the return to be processed. You will receive a confirmation email once your return has been processed with a new tracking number for exchanged goods or a refund receipt.
Can I cancel my order?
You may cancel your order or some items in your order before we bill and ship the items. As part of usual business practice, if we receive a cancellation notice and the order has not been processed / approved by us, we shall cancel the order and refund the entire amount. We will not be able to cancel orders that have already been processed.
Can't Find What You're After?
We're sorry you haven't been able to find the answer to your question(s). Our Customer Service team is always keen to help you, so please either call us on the number below or send us an email.
Phone Us: 022-35553325
Email Us: email@example.com