Shipment

Can I make an appointment with a 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 company's address). Couriers in most situations can be flexible and if they don't find anyone at home, they may contact you by phone.

How can I pick up my order if the courier doesn't find me at home?
In such a situation the courier will try to contact you for three consecutive days. If you notice that a UPS courier has visited you during your absence, you can always use the UPS Hotline (the number for each country can be found on www.ups.com ). After three business days the package will be returned to us.

What are the costs of the shipment for my country?
In order to check costs of shipment for your country please visit the Shipping & Delivery section of our website. We ship only to EU countries (except for Cyprus, Malta and Croatia).

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

What should I do if I receive a damaged package?
The courier must deliver your order without any damage. Couriers will ask youto sign a delivery receipt. After that, you can open the package and check its contents. If the contents of the package are damaged, you should prepare a claim in the presence of the courier, which will be needed for further investigation.
All shipments in our warehouse are packed and checked by two people, who monitor each other. The shipment is wrapped intape with the company's logo. In a situation where the consignment looks like it has been interfered with by others (damaged tape or packaging), you can refuse to accept the order. You should inform the store's employees about this situation.

With each order we send an invoice to our customers, which is proof of purchase. Additionally, some products may have a manual and/or warranty card.

How can I find out when I will receive my shipment?
We ship our products worldwide and ensure quick delivery time, provide insurance for the goods and a high quality of service. We mosly send packages via UPS but in certain situations (small packages) we will send them by post.

At the time of delivery consists of:
- prepare your orders and shipping: max. 48 hours
- time of delivery by courier: 48 hours

For all orders from non-EU countries, we use postal services for sending the goods. The delivery time in these cases can take from 5 up to 14 working days. We can also send your order to your holiday destination if you like!
After we send out your order, you will receive an e-mail with the tracking number. Sometimes tracking information isn't available. This may be due to the timing of tracking-database updates by the carrier or the sophistication of a particular carrier's tracking system. Some shipping methods, such as Standard International, are not trackable.
If you don't see any tracking data for your shipment, and the estimated delivery date has not yet passed, your package should still arrive on time.

Can I change the consignment address to a different one than the one I specified during registration?
When you place an order, the system automatically reads the address directly from your account where your package will be sent. If you want to order to a different address, you can change the data in the second step of the order or contact us after making your order so that one of our employees can change it manually.

What documents will I receive with ordered goods?
For each item shipped, we issue an invoice which is proof of purchase. In addition, where required, some products contain instructions and warranty card.

How do I find out what stage my order is at?
By logging into your account, you can see what is happening with your order at any time.

 

Payments

How can I pay for products purchased in SUPER-SHOP?
When you are buying in SUPER-SHOP, you can choose one of 3 options:

- Bank transfer - is a method of electronic funds transfer from one person or institution to another. If you choose this means of payment, we will send your order after receiving your payment.

- SOFORT Banking – Payment Network AG. SOFORT Banking allows you to directly and automatically trigger a credit transfer during your online purchase with your online banking information. A transfer order is instantly confirmed to the merchant, allowing instant delivery of goods and services.

Supported countries:
- United Kingdom
- Germany
- Austria
- Switzerland
- Belgium

- PayPal.com (on-line payment) - PayPal is the fastest, safest way to pay and get paid online. The service allows members to send money without sharing financial information, with the flexibility to pay using their account balances, bank accounts, credit cards or promotional financing.

I would like to change the data on the invoice I received, which was entered incorrectly. What can I do to receive a revised invoice?
An incorrectly issued invoice must be returned to us along with the relevant data. We will immediately send a revised invoice.

Are prices listed on the website current and final?
Information on the pages of SUPER-SHOP regarding availability of products and their prices are updated daily. However, according to the law, products presented on this 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 the price of ordered goods in installments?
Unfortunately, this is not possible.

 

Order Completion

Do I have to create a SUPER-SHOP account to buy goods?
In order to buy in SUPER-SHOP, you have to register and create a personal account. You can do this before ordering, by clicking on the "Registration" link which can be found at the top of the main web site. If you would like to buy without creating an account, you will be asked for registration during the shopping process.

What is registration in SUPER-SHOP?
Registration involves filling out a short form where you have to enter your personal data. This information is needed to complete your order. After registration, you will become the owner of your personal account where, for example, you can check the history of your previous purchases. 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 which only you can access. With your own account, you can:
- buy products
- see the status of your order
- view the history of all your purchases
-edit personal data such as your delivery address

I have ordered two things, but separately. Will I get them in one package, or will I have to pay two times for shipping?
When you ordering a few products in separate orders, we do our best to send them in one shipment. However, to help us do so, you must send the order from the same account. It is best to contact us and inform us about such a situation, or write a note about it in the comment sectio of the order.

By mistake I have ordered products I never wanted to buy. What should I do?
You can cancel your orders through your account. Just log in and click the "DELETE" button next to the ordered products. You can also contact our staff 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 a confirmation of your order by e-mail is sufficient (you will receive an e-mail after you place an order) to prepare and send out your order.

How can I see or try products in SUPER-SHOP?
We have done everything possible to present our products accurately. Each product is photographed in from several angles with very high resolution. Each image can be enlarged by clicking on it. We do our best to accurately describe every product. You can also find sizing charts to find the best size for you. If you have any doubts or questions, you can always contact our support by e-mail or telephone: info@super-shop.com or +48 12 635 98 61. If a product doesn't fit you, you can always send it back.

 

Returns, exchange, complaints

Is there a possibility to return the goods without giving a reason?
If the product you have ordered doesn't suit you, according to EU consumer law, you can withdraw from the purchasing order without giving a reason within 30 days from the day you receive your package. We'll refund the costs of the product and original shipping costs.

Is it possible to exchange purchased clothing for another size?
Of course, if the size is wrong, you can exchange an item for another one. The product should be returned with the receipt and completed "Product exchange form", which is downloadable from the SUPER-SHOP website (in our Help section).

What about shoes I have purchased? What kind of damage is covered by warranty?
See: "Principles for using shoes"

I have not received a warranty card with the product I ordered. Does this mean that the goods are not covered by a warranty?
If a product does not have a warranty card, just an invoice (or proof or purchase) is sufficient to claim return of the goods. The warranty period, depending on the product, is two years.

 

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