SHIPPING
Shuperb use DHL™ as our preferred courier.
We are proud to partner with DHL on most orders designated for shipping to the USA. From time to time we may also use local couriers depending on your precise location. We are currently only able to offer delivery to Mainland United States (i.e. excluding Hawaii, Alaska, the San Juan Islands, and the Channel Islands).
Our items are shipped from the UK. Please be aware, your order may attract import duties and other taxes. Shuperb bears no responsibility for local import charges.
DHL Express: Shipping - approximately 3-4 working days - $20.00 flat rate
RETURNS
If the original box or bag of a returned item is damaged by the customer, then a 20% restocking fee will be deducted from the refund. Please note, this rule does not apply to the mailing bag.
Please note, shipping charges and any items which have been modified with additional heel height or rubber grip soles are strictly non-refundable. Socks, underwear and insoles are all non-refundable due to hygiene purposes.
Please ensure you include the despatch/returns note with your returned goods. Please note: If the despatch note is on an adhesive label, DO NOT stick the label to the box. This would constitute as damage to the box and result in a 20% restocking fee being deducted from the refund.
RETURNING YOUR ITEM FOR A REFUND
We do not currently offer free returns for refunds. Please follow the steps below to create a returns label with EZI RETURNS (CLICK HERE TO BEGIN):
1. Follow the link above. Enter your order number, email address & ZIP code when prompted. Click 'Next step'.
2. Confirm your personal & order details when prompted. Click 'Next step'.
3. Enter the product name/number of the item you would like to return. Fill out the quantity & reason for return. Click 'Next step'. Please note: We are currently unable to offer exchanges.
4.Choose your preferred option for return. If you choose the 'USPS Ground' option you can pay online and return it through your nearest Post Office. Alternatively, you may choose the 'Self Post' option which allows you to download the label & pay for the return at your local Post Office. Please note: You may require a printer when downloading the returns label.
Please allow up to 5-7 working days to receive your refund once EZI RETURNS have received your return.
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DUTY & TAX
Orders from within the USA are usually free from any additional tax payments up to a maximum of $800 per shipment.
For all other countries, please consult your local customs and excise authority.
Kindly take note, all duty and tax related charges are to be borne by the recipient strictly. If you fail to make payment and your package is consequently held, we reserve the right to instruct for the goods to be returned to us or your package be destroyed. All associated costs will be deducted from the amount refunded to you.
RETURNS
All returns must be made within 30 days from the date of purchase. All items being returned for a refund must be unworn and in the original, undamaged packaging.
All items being returned 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 inbound to the UK. We will not be able to pay this and the result will be that your package will be likely returned to you or destroyed by Customs & Excise.
REFUND & EXCHANGE
We currently do not offer exchanges. You would need to return your item for a refund and re-purchase the new item. All postage costs to be paid for by the buyer.
GENERAL CLAUSES
SALE ITEMS
If you purchased any item(s) as part of a deal, e.g. 2 for $100 etc and decide to return part of your purchase to us for a refund, we will re-consider your purchase and refund you the amount based on the item(s) you have decided to keep.
FAULTY ITEMS
All goods which are suspected as faulty should be reported by sending us an email to help@shuperb.com. 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 immediately. Please do not continue to wear the item or attempt to repair it as this may invalidate your right to return the product.
Any faults reported within 90 days of you receiving the item can be accepted and returned to ourselves at our own cost. We will then endeavor to resolve the problem as soon as possible. Faults must be confirmed and accepted by our Customer Service Manager before a refund or credit can be issued.
NON-REFUNDABLE ITEMS
Footwear which has been customized is strictly non-refundable. 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 "IMBOX Essential Pre-Applied Protection Spray" which is an added service that cannot be re-stocked in the event of a return. With regards to this, the item itself will be refunded but the cost of the "IMBOX Essential Pre-Applied Protection Spray" cannot be refunded.
Socks, underwear & insoles are also not available for a refund due to hygiene purposes. This applies to items sold individually, as part of a multi-pack or any included in a gift set.
