Help

Right to withdraw / Returns

Now you have up to 30 days for return of purchased goods!

The customer has the right to return the purchased goods without giving any reason within 30 days from the date of receiving the shipment. If you would like to return purchased goods, please send them back to the address provided below. The return must be made within 30 business days from the day you have accepted the package.
To exercise the right to cancel, you must inform us of your decision to withdraw from the contract by a clear statement (e.g. a phone call or an e-mail). You may use the attached return form model, but it is not obligatory.

The goods may be returned on the condition that the product:
- is  original and undamaged,
- bears no signs of use,
- is in its original factory packaging* and with all labels.

* This applies to the original boxes of shoes, snowboard bindings, goggles, etc. undamaged and not taped.

Please place the returned products in a plastic package or box - if possible use the package in which you received the shipment. Do not wrap the original shoe box with tape. Keep the packaging well protected. Send the parcel by post or courier. The shipping costs shall be paid by you. We recommend sending a registered package with a tracking number - this way you will be able to check if and when the package was delivered to us.
Reimbursement will be made up to 14 days after receiving the parcel if verification of the return is successful.

If other goods were added to the order as a free gift or at a reduced price (various promotional offers), these items must be sent back together with the goods you want to return.

Confirmation of receiving the shipment is not sent. You will get information about the status at the time of return.

The full amount of the order is refunded if all items are returned. Please note, the cost of sending back the parcel is not reimbursed. The funds will be returned in the same way the payment was made.

In case of return, please send the packages to the following address:

SUPER-SHOP
ul. Handlowcow 2
32-085 Modlniczka
POLAND

You may use the "Withdraw from the contract of sale" form, which came with your order or download it as a PDF file .

Please remember that, in accordance with current law, you are responsible for any reduction in the value of the item resulting from using it in a manner other than necessary to ascertain the type, characteristics and functioning of the item. This means that the product must not bear traces of use, such as dirt from the outside and inside, folds, abrasions. Remember that the measurement of footwear should be carried out under hygienic conditions, on a clean, dry surface, in a confined space (meaning like in a physical store). You can return hygienic items like underwear only if the original manufacturer's protection/packaging is not damaged.

Complaints

At SUPER-SHOP we offer only original products of the highest quality from reputable companies. We supply our store only from certified producers or authorized distributors. We sell brand new items in original packaging.

You can make a complaint for each product purchased in our online store under the warranty for defects to the extent specified in the law for a period of 2 years from the date of purchase of the product.

If you want to make a complaint:

• Prepare a written statement with the name, surname, address, order number, a detailed description of the defect and the claim. To facilitate the correct submission of a complaint, we encourage you to use the product complaint form prepared by us:

Download: Complaint form

Shipment

Can I make an appointment with courier for a specific time?
Unfortunately, we have no influence on the hours of delivery. If you spend most of the day at work, we can offer delivery of the products to your business address (in such case please include your name and your companys address). Couriers in most situations can be flexible. If they will not find anyone at home, they may contact with you via phone.

How can I get my order if courier will not find me at home?
If you noticed that a GLS courier visited you during your absence, you can always use the GLS Hotline (number for each country can be found on https://gls-group.eu/ ).

What are the costs of the shipment to my country?
In order to check costs of shipment to your country please visit Shipping & Delivery section of our website.

Is it truth that we are selling products only via internet, or can I collect my order personally?
We are an online store and we sell our products only via internet. It means that personal collection of goods is not possible.

What should I do, if I receive a damaged package?
The courier has to deliver your order without any damage. Couriers supposed to ask the client for signing a delivery receipt. Before that, the customer can open the package in the presence of the courier and check its content. If it is damaged, customer can prepare a claim, which will be needed for further investigation.
Our parcels are wrapped in a tape with a company's logo. In a situation where the consignment is bearing marks of the interference of others (damaged tape or packaging), the buyer can refuse to accept order. Buyer should inform the store's employees about this situation.
With each order we are sending an invoice to our customers, which is a proof of purchase. Additionally, some products may have a manual and/or warranty card.

How would I know when will I receive my shipment?
We ship our products to all EU countries and ensure quick delivery time, guarantees an insurance of the goods and a high quality of service.

At the time of delivery consists of:
- preparation time and handing over to courier company: 1 - 5 bussiness days
- courier's delivery time: depends on the destitation country

Can I change the consignment address to a different one than specified by me, during registration?
When placing an order, the system automatically assigns the address given during registration. You can change the delivery address in the 2nd step of the ordering process in " Address and Contact info" by entering the correct delivery address. Once you have placed your order, you can also contact our support so that we can help you to change your address.

What documents will I receive with ordered goods?
For each item shipped, we issue a proof of purchase. In addition, products that require it, contain a manual and warranty card.

How to find out at what stage is my order?
By logging into your account. In order history you can check what is happening with your order at any time.

Payments

How can I pay for the products purchased in SUPER-SHOP?
While buying at SUPER-SHOP, you can choose 1 of 3 possibilities:
- Bank transfer  
- PayU service (credit card, Apple Pay, Google Pay)
- Cash on delivery - COD available for shipments to Poland, Czech Republic, Slovakia, Hungary and Romania.

Are prices listed on website are current and final?
Information on pages of SUPER-SHOP, regarding availability of products and their prices are updated daily. However, according to the law products presented on website are solely their PRESENTATION and are only an invitation to submit bids. We reserve the right to change the price specified on the website. It is also possible to negotiate prices. Please contact us via e-mail or telephone.

Is it possible to pay off the price of ordered goods by installments?
Unfortunately, it is not possible.

Order Completion

Do I have to create a SUPER-SHOP account to buy goods?
No, you do not have to create an account. You can place an order without registration.

What is the registration in SUPER-SHOP?
The registration involves filling out a short form, where you have to place your personal data. This information is needed to complete your order. After registration, you will become an owner of your personal account where, for example, you can check history of your previous purchases or check the stage of your current order. In order to log into your account, you will need your registered username and password.

What do I get by registering in SUPER-SHOP?
Registering in SUPER-SHOP automatically sets up account, to which access has only its owner. With your own account, you can:
- buy products,
- check the status of your order,
- you can view the history of all your purchases,
- edit personal data such as the delivery address, email, phone number,
- use a SuperClub loyalty program.

I have ordered products that I never wanted to buy. What should I do?
You have to contact our customer service at info@super-shop.com, or by calling us at this phone number: +48 12 635 98 61.

Do I have to confirm every order?
Usually your payment or confirming your order by e-mail is sufficient (you will receive an E-Mail after placing an order) to prepare and send out your order.

How can I see or try on products in SUPER-SHOP?
We have done everything to present our products accurately. Each product is being shot in a several scenes with a very high resolution. Each image can be enlarged by clicking on it. We are doing our best to accurately describe every product. Our clients can also found sizing charts to find the best size. If you have any doubts or questions you can always contact our support by e-mail or telephone: info@super-shop.com or +48 453 073 841. If a product doesn't suit you - you can always send it back.

Returns, complains

Is there a possibility to return the goods without giving a reason?
If ordered product, will not suit you, according to EU consumer law, you can resign from purchasing order without giving a reason, within 30 days from the day from receiving your package.

How to take care of purchased shoes? What kind of damage is covered by warranty?
See: "Principles for using shoes"

I have not received the guarantee card with ordered product. Does this mean that the goods are not subject to complaint?
Any product purchased on our site is subject to a 2-year warranty. Counting from the date of purchase of the goods. SUPER-SHOP.COM  is not responsible for the guarantee of the sold goods. The manufacturer may be liable under the guarantee for the sold goods under the terms and for the period specified in the guarantee card. If the document provides such possibility, the Customer may submit his claims under the guarantee directly to an authorized service center whose address is on the guarantee card.

The following text of our Terms&Conditions is avilable for you all the time. Please read it carefully before you register and shop at our online store.

The Online store operating at www.super-shop.com/en/, is led by Cool Sport sp. z o.o. sp. k., ul. Handlowców 2, 32-085 Modlniczka, Poland, registered in the National Court Register under the number KRS 0000658566, NIP: PL677-19-50-257.

The Customer may contact the store via email (info@super-shop.com) or by phone (+48 453 073 841) from Monday until Friday between 8 a.m. and 4 p.m.

I General Assumptions

1. Regulations sets term of placing orders and sales of goods by the SUPER-SHOP internet shop.
2. Order submission is synonymous with understanding and acceptance of the shop's regulations.
3. Order submission for products with reduced prices is synonymous with understanding and acceptance of the shop's regulations.
4. SUPER-SHOP leads sale only trough the Internet.
5. All of sales contracts concluded between the Customer and SUPER-SHOP are compatible with the EU law.

II Product Presentation

1. SUPER-SHOP shop made efforts, so all published data and information would be free from errors and misconducts.
2. In case of incompatibility of goods with description or photography or when purchased product is damaged, the Customer should immediately inform shop's staff.
3. All prices include VAT.
4. Price of every product is binding from the moment of placing an order by the Customer. Shop reserves a right to make changes, including changes in price, content, description and terms.
5. Shop reserves a right to conduct and dismiss promotions, as well as change their conditions. Dismissing the promotion or change its conditions cannot be enacted without the involved the Customers agreement.
6. All rights to all pictures and information on SUPER-SHOP are reserved. Coping, distributing and using any contents of this website without our permission is strictly forbidden.
7. All trademarks and names are used only for product presentation and are property of the producers.

III Client registration

1. Submission of the contract is possible after Customers registration, as well as without it. Registration is free and is done by filling out the form at the store site.
2. Registration is synonymous with concluding the contract of services provided electronically. To register the Customer needs to read and accept these Terms&Conditions.
3. Registration can be submitted by the individuals (clients over 13 years of age or having parents permission) and business entities. The same conditions apply to the non registrated Customers.
4. During registration the Customer should provide accurate and correct personal data. Shop reserves a right to verify Customer's data. In case of questionable or incorrect data (non-existent city or street, fictional character as a consignee) shop can summon the Customer to revise his/her personal data. If the Customer will not revise data, shop has a right to withdraw from the contract of sale after 10 days counted from the contract conclusion.
5. Personal data of our Customers will be collected and used exclusively to process Customers order, including delivery and payment as well as to provide any other required service. We are processing personal data of our Customers in accordance with the regulations of personal data protection (Dz. U 1997 nr 133 po. 833). Your personal data might be passed on to the courier services UPS, DHL, DPD, GLS, PPL, InPost, Olza Logistic or to the Czech or Polish Post. The only aim of passing on your personal data to these companies is the delivery of your order.
6. After registration a Customer gets an access to his/her individual account. Account holders can shop after logging in.
7. Registered Customer might dissolve the contract of services provided electronically anytime. He can either cancel his own Customer account or send a statement to our e-mail address: info@super-shop.com.
8. The dissolution of a contract of services provided electronically has no impact on contracts of sale unless the shop and Customers will not decide otherwise.

IV Ordering Procedure

1. Orders are accepted exclusively by electronic means trough the SUPER-SHOP online shop, 7 days a week, 24 hours a day. Order is made after clicking the button "ORDER AND PAY".
2. Orders are processed on working days between 8 a.m. and 4 p.m.
3. Minimal product value for an order is 30 €.
4. After creating an order, the Customer will receive an e-mail with the order confirmation and its number.
5. Creating an order is synonymous with concluding a contract of sale with SUPER-SHOP.
6. The Customer can modify or cancel the order, until the invoice is issued. To modify or cancel the order, the Customer needs to log into his/her account or contact the SUPER-SHOP staff.

V Orders

1. The store is obliged to deliver products, which are not damaged.
2. We might not complete the order if the purchased items are out of stock. If one (or more) of the purchased products are unavailable, the Customer will be immediately informed about it, so he could decide what to do with the order.
3. Orders are being processed till the stock lasts.

VI Returns

1. According to the regulations of Customer's rights (Dz.U. from 2014, pos. 827, 30.05.2014), the Customer have the right to cancel the contract within 30 days without giving any reason. The cancellation period will expire after 30 days from the day on which he acquires, or a third party other then the carrier and indicated by him acquires, a physical possession of the last good. To exercise the right to cancel, the Customer must inform the Seller of his decision to cancel the contract by a clear statement (e.g. a letter sent by post, fax or e-mail). The Customer may use the attached model cancellation form, but it is not obligatory.
2. A statement of cancel a contract of sale can be sent via traditional or electronic mail (the Customer can use one of the templates available on-line).

Our e-mail address: info@super-shop.com

Our address for correspondence:

SUPER-SHOP
ul. Handlowcow 2
32-085 Modlniczka
Poland

3. The Seller will make the reimbursement without undue delay, and not later than 14 days after the day he receive back from the Customer any goods supplied.
4. The Customer has the right to cancel a contract of sale without any additional costs, except for:

a) supplementary costs resulting from a choice of a type of delivery other than the least expensive type of standard delivery offered by the Seller
b) costs of sending the purchased item back (If the value of the order is over 40 € , the customers from Germany can request a free return label by email or phone.)
c) costs of sending the purchased item back, especially when it is impossible to send it as a regular postal parcel

5. The Customer shall send back the goods to us without undue delay and in any event not later than 30 days from the day on which he communicate his cancellation from this contract to the Seller. The deadline is met if he send back the goods before the period of 30 days has expired.
6. The Customer is only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods. The Seller may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by the Customer.
7. The Seller is obliged to give the Customer a full refund (except for the costs mentioned in subsection no. 4) without undue delay and not later than 14 days after the day he receive back from the Customer any goods supplied. The Seller will make the reimbursement using the same means of payment as the Customer used for the initial transaction, unless he have expressly agreed otherwise; in any event, the Customer will not incur any fees as a result of the reimbursement

VII Guarantee and complaints

1. The Customer has a right to make a complaint about fulfilment ot the contract of sale as well as the contract of services provided electronically. If the Customer receives defective or damaged item, Seller will held the responsibility specified by the Civil Code paragraphs no. 556 i 5561-5563.
2. Complaint form should (but it is not obligatory to start the complaint procedure) contain:

- Customer's personal data
- order number
- defect/damage description
- expected solution (exchange for non-defective item/money refund/discount/repair)

3. Complaint form containing all information mentioned above will simplify the complaint procedure.
4. Customer may send the complaint form via e-mail or traditional post.

Our e-mail address: info@super-shop.com

Our address for correspondence:

SUPER-SHOP
ul. Handlowcow 2
32-085 Modlniczka
Poland

5. Complaints are always resolved within 14 days counted from the day of delivery the defective/damaged item to the Shop.

VIII Shipments

1. Shipping costs are always covered by the Customer.
2. SUPER-SHOP ships to all EU countries.
3. Parcels are delivered by GLS / GLS partner.
4. Shipping cost to the particular EU countries are presented HERE.
5. Delivery costs might change in the exceptional circumstances. The Customer will be immediately informed about that by the SUPER-SHOP staff. He will have a right to withdraw the contract of sale due to delivery costs change.
6. Parcels are only delivered on weekdays.
7. Orders are completed and dispatched within 2 business days counted from the day of receiving Customer's payment.
8. The Customer should not collect the parcel if it is damaged. The courier company employee should draw up a damage report and take the parcel back to the Seller.

IX Payments

1. Customers purchasing goods at the SUPER-SHOP online store, agree to issue a sales document, without a signature.
2.The Customer will receive an invoice as a proof of transaction. On Customer's request the Shop issues VAT invoices.
3. It is mandatory for every Customer to check if his/her invoice is attached to product at the moment of collecting the parcel.
4. The Customer can choose between 3 different forms of payment:

- credit card
- standard bank transfer
- cash on delivery (COD is only available for shipments to Poland, Czech Republic and Slovakia)

5. If the Shop does not get the Customer's payment within 3 days counted from the day of creating the order, Seller is allowed to dissolved the contract of sale and cancel the order.
6. The Customer may change the chosen payment method via e-mail (info@super-shop.com).
 

X Final Provisions

1. To use the services provided by SUPER-SHOP a Customer should have:
- Web browser: Internet Explorer (version not older than 7.0), Mozilla Firefox (version not older than 3.0), Chrome (all available versions) or Opera (version not older that 2).

- active Java Script
- e-mail address

2. Our website uses cookies. We recommend accepting cookies. Not accepting cookies might have a negative influence on website functionality. All information about cookies and customizing their functions in the particular web browsers are available here: http://super-shop.com/en/general-terms-and-conditions
3. Promotions and discounts cannot be combined.
4. In matters not regulated in these terms, consumer rights are regulated by EU law.
5. The European Commission provides a platform for online dispute resolution (OS) which you can find at http://ec.europa.eu/consumers/odr/. To participate We are not a dispute settlement procedure before a consumer arbitration board committed and not ready.