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FAQ’s

General

What are Cookies?

Please see our cookies policy for more information on cookies and the new European cookie laws.

How soon will you reply to my email?

We aim to reply to all emails within 24hrs. Weekends and bank holidays can cause a slight delay.

Can I have some free stickers?

Any freebies will be included in your order, subject to availability.

How do I make a complaint?

Please email any complaints to “help [at] supereight.net” and we will do our best to resolve any issue you may have.

How do I update my information?

You can do this by going into My Account on our website where you can edit your details such as your address, telephone number and email address. Unfortunately, you cannot update any order details once an order has been placed.

Do you offer discount codes?

Indeed we do. We regularly send out discount codes, competitions and special offers to subscribers of our newsletter and followers on Twitter, Facebook and Instagram.

My Order

I have not received my order confirmation.

You should always receive a confirmation email once your order has been completed, followed by a dispatch email once the order has left us. If you do not receive these emails, check your account information to ensure the correct email address has been inputted. Also, please check your SPAM folder as the email may be there.

How do I track my order?

Please log into your account, go to ‘My Orders’ and click your consignment number for tracking information.

How do I cancel an order?

There is a 15 minutes time limit in which you can cancel your order.  If your order is still submitting you can call our Customer Service Team on 0333 0119621. They will attempt to stop the order before it is dispatched. This, however, is not a guarantee, as your order may have progressed too far within the system to stop it. Unfortunately, you cannot cancel your order online. If your order has been dispatched you can still cancel your order and return it in compliance with the Distance Selling Regulations. For further details see our Terms and Conditions.

An item I have ordered is showing out of stock.

If you have ordered an item and it now appears to be out of stock, you may have ordered the last one. If any stock errors occur, we will contact you via email to inform you of this and offer an exchange or refund.

Can I change my delivery address?

Once your order has been placed, it is generally too late to adjust items within your order or changes to your delivery address, as your order will have been sent to the warehouse almost immediately. If you still would like to attempt to make a change, please call us. – Please do not email with these requests, as we will be able to take action quicker via a telephone call.

What do I do if something is wrong with my order?

We are really sorry if we have made a mistake. If we have sent you an incorrect item, please return it following the standard returns procedure and we can then resolve the error. We will, of course, refund your return postage costs, if there was an error on our part. If you need further information on this, please call us emails us at “hello [at] supereight.net”.

Payments and Security

Why is my order showing as “held“ or “suspected fraud“?

Held – If there is a problem with your order or we need to contact you regarding your order then you may see the status ‘Hold’. We will have e-mailed or tried to get in touch with you and are awaiting your response.

Suspected fraud – Every order will go through security checks before it is accepted and sometimes an order may be considered high risk and put into the status ‘Suspected fraud’. The order will then be checked by our fraud auditor and either accepted or cancelled depending on the outcome.

Is it safe to order from Supereight?

Yes, very. Supereight.net uses industry-standard SSL encryption to protect your details. Any sensitive information like your name, address and card details are encoded so they can only be read on the secure servers of our payment gateway provider – we do not store your card details on our servers.

Will I be charged VAT on my order?

All product prices shown on our website include VAT at the current rate of 20%. If you reside in the Channel Islands or outside the EU, VAT will not be charged to your order.

What does “pending transaction mean“?

When placing an order with a debit/credit card, a request is sent to the bank to ensure the account has sufficient funds available. The bank then places a temporary hold on the funds whilst the transaction is authorised and security checks are performed, allowing the merchant to collect those funds at a later date. If for any reason the pending transaction fails these checks, we will decline the transaction, and the bank will release these funds. These holds have an expiration date of 3-5 business days, depending on the bank’s policy. Please contact your bank if you have any further questions regarding these held funds as we are not able to control this.

Do I have to pay tax or duty charges if buying from outside the UK?

For any orders from outside the EU, customs or import duties are levied once the package reaches its destination country. Additional charges for customs clearance must be borne by the recipient. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you may want to contact your local customs office for further information.

That said, we are happy to answer questions on this to the best of our ability.

What currencies do you accept?

We accept payment in £ GBP, € EUR, $USD, $CAD, $NZD and $AUD.

What payment methods do you accept?

We accept all major credit and debit cards and Paypal payments.

Refunds and Returns

A product I ordered is now reduced, can you refund me the difference?

Unfortunately, we cannot advise you in advance of a reduced product or reimburse you the difference after you have placed an order.

How do I return an item?

Full instructions can be found on the Returns and Refunds page.

How long do refunds take to process?

Once we’ve emailed to say we have issued a refund for you, it can take anywhere between 2 and 10 working days depending on which bank or credit card provider you are with.

Delivery

When will my order be delivered?

This would depend on the postage option you have selected, for our Standard Delivery, we ship using Hermes which generally takes 3-5 business days to arrive. We also offer a wide range of other services from DPD, Yodel and DHL with premium options, for a full list please see our delivery information page.

Delivery period = parcel transit time + order preparation time

We cannot guarantee delivery within our usual given timescales to a small number of remote rural areas. Please see our shipping page for a full list of the postcodes affected and further information on deliveries

Can I specify the time of delivery?

We do not at present offer any services with which you can specify a specific delivery window or time slot. With most couriers we use, you are able to rearrange the delivery date and we do offer some premium shipping options with which you can opt to receive your order before a specific time. Please contact us if you have any further questions regarding this.

Will you deliver to PO Box addresses?

No, we do not deliver to any form of Post Office Box as these can often be used by fraudsters.

How long should I wait before reporting a non-delivered order?

Please contact us as soon as possible if you think your parcel has been lost in transit. However, before doing so, please consider the service selected at the time of purchase and allow for appropriate handling time in our warehouse, especially during busy periods such as Christmas.

I am not going to be in when you deliver my parcel, what will happen?

This will depend on the carrier that is shipping your parcel and the country to which it is being delivered. Generally, they will attempt delivery 3 times, so you have 3 opportunities to be available to receive the delivery. If you are not available on the 3rd attempt it is likely that your parcel will be returned to us. Please contact us if you have any questions regarding this.

When is your daily cut off for same-day shipping?

We usually advise that an order placed before 3pm will ship the same day however, this can be affected during busy periods such as Christmas. If in doubt, please contact us before ordering.

Why can’t I add an item to my cart?

If you can’t add an item to your bag/cart, or there is no option to, it usually means this product is out of stock. You may be viewing an old, cached version of our website. Try clearing your browser cache, or logging directly on to www.supereight.net and searching for your item in our search bar – if it doesn’t show up in the results, then, unfortunately, we have sold out.

How can I find out about restocks?

Key items are restocked periodically, however, the availability is subject to our supplier’s availability, please contact us if you would like more information regarding a particular product.

How do I find out more information about a product?

We try to include as much info as possible in our item pages, however, if you do need more info just fill out the contact form on the Contact Us page and we will do our best to answer your query.

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