FAQ’s

General

  • 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 andInstagram.

  • 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.

  • How do I make a complaint?

    Please email any complaints to “help [at] supereight.net” and we will get back to you as we can.

  • Can I have some free stickers?

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

  • How soon will you reply to my email?

    We aim to reply to all emails within 48hrs. Weekends and bank holidays can cause slight delay.

  • What are Cookies

    Please click here to answer all of your questions on cookies and the new European cookie laws.

My Order

  • 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”.

  • 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.

  • 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.

  • How do I cancel and 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 in compliance with the Distance Selling Regulations. For further details see our Terms and Conditions.

  • How do I track my order?

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

  • I have not received my order confirmation.

    You should always receive a confirmation email once your order has 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.

Payment and Security

  • What payment methods do you accept?

    We accept all major credit and debit cards, we are also able to accept Paypal payments.

  • What currencies do you accept?

    We accept payment in £ GBP.

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

    Any 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.

  • 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 at the point of dispatch. If for any reason the pending transaction fails these checks, Urban Athletic 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 banks policy.

  • Will I be charged VAT on my order?

    All product prices shown on SUPEREIGHT.NET 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.

  • Is it safe to order from SUPEREIGHT.NET?

    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

  • 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.

Refunds and Returns

  • 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 7 working days depending on which bank you are with.

  • How do I return and item?

    If you need to send back an item you have ordered, please return it with a completed returns form requesting an exchange or refund. Full instructions are on the returns form and our returns page.

  • 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.

Shipping

  • When is your daily shipping cut off?

    We usually advise that an order placed before 12pm will ship the same day however, this can be affected during busy periods such as Christmas. If in doubt, please contact us before ordering.

     

  • Will the courier leave the parcel in an agreed hiding place if I am not in?

    No, Delivery can only be made to the address supplied when placing the order and requires a signature on receipt.

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

    The carrier will leave you a card informing you that delivery has been attempted. On this card will be instructions on how to obtain your parcel.

  • 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.

  • Will you deliver to PO Box addresses?

    No, we do not deliver to any form of Post Office Box.

  • Can I specify a time of delivery?

    Due to the courier services we use, we can only say that your goods will be delivered between the hours of 9am to 6pm. If you are not home, when the courier attempts delivery, the courier will leave a card. For more details, please see our delivery information.

  • When will my order be delivered?

    This would depend on the postage option you have selected, by default we ship using Royal Mail 48 hour service. Other services are quicker for a full list of our delivery services please see our delivery information. Our couriers deliver Monday – Friday, 7.30am – 6pm. (although some of our carriers may deliver slightly earlier or later). Saturday, Sunday and any Bank Holidays are not working days therefore are not included within the delivery timeframe (unless Saturday delivery is specifically selected).

    • Royal Mail 48 Hour is a service provided by Royal mail who state that they normal deliver parcels within this time period, however, they advise that parcels can take up to 5 days to arrive.
    • 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 delivery page for a full list of the postcodes affected. For full delivery information follow this link to our delivery information.

Shopping

  • 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 here and we will do our best to answer your query.

  • How can I find out about restocks?

    Key items are restocked periodically, however the available is subject to our supplier’s availability, so please use the contact form if there is an item we don’t currently have in stock.

  • Why can’t I add and item to my cart?

    If you can’t add an item to your bag, 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.

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