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FAQ’s

General

What are your opening times?

Our opening times are 9 am to 5 pm Monday to Friday. We are closed on weekends and on public holidays.

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 24 hours, however, this can be slightly longer during busy periods such as Christmas. We are closed at weekends and bank holidays so you can expect a reply on the next business day.

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.

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 or sign up for our email newsletter here.

How do I find out more information about a product?

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

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 been shipped. 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. If you still do not have any emails from us, please contact us directly.

How do I track my order?

When your order has been shipped you will receive a dispatch notification with your tracking info. Alternatively, you can log into your account, go to ‘My Orders’ and click your order number for tracking information.

How do I cancel an order?

If you need to cancel an order, please contact us ASAP. We pride ourselves on dispatching orders quickly so please get in touch straight away or it is likely your order will be dispatched. We usually advise to get in touch within 15 minutes of placing an order if you need to cancel. 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 return it for a full refund 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. Furthermore, post-order address changes are a tactic often used by fraudsters, therefore, we do not allow the change of an address on an order. If you still would like to attempt to make a change please call us, however, we will likely advise the best course of action is to cancel the order and place a new one.

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

We are 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 is an error on our part. If you need further information on this, please call us or email us at “hello [at] supereight.net”.

I need to return an order but it was purchase by someone else as a gift

In this situation we would advise you to ask the person who made the order to return the item. They can do so here: https://www.supereight.net/returns-and-refunds/

Payments and Security

Why is my order showing as `on hold` or `suspected fraud`?

On hold – 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 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 UK, VAT will not be charged to your order, however, it will be charged by the revenue and customs in your country when either before delivery or at the time of delivery.

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 UK, 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

The 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. You can of course return your purchase for a refund in accordance with our returns policy.

How do I return an item?

To start a return, please go to our Returns and Refunds page and follow the instructions. You will be asked to complete our online returns form, then be redirected to the returns portal to create your returns label.

How much do returns cost/do you offer free returns?

Yes, we offer free returns!

Standard returns are free and your refund will be processed 5-7 business days after we receive your return.

You can also purchase Express Returns, in this case your refund will be processed in one business day after your post the item (this excludes weekends and public holidays).

How long do refunds take to process?

Once we have received your return, the time it will take for us to refund you depends on the returns service you choose. If you opted for Standard Returns, you can expect your return to be processed in up to 7 business days, however, it can take longer during busy periods. If you choose Express Returns, your refund will be processed in one business day after you post the item (this excludes weekends and public holidays).

How long will it take for the money to be back in my account?

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. In most cases, this does not take longer than 48 hours.

My item is faulty what should I do?

It is very rare but manufacturing defects can occur. If you believe a product has a fault or manufacturing defect please contact us directly first before returning the item. You can do so by using one of the methods here.

Delivery

When will my order be delivered?

This would depend on the postage option you have selected, for our Standard Delivery, we ship using Evri which generally takes 3-5 business days to arrive. We also offer a wide range of other services from DPD, Evri and UPS 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 offer any services with which you can specify a specific delivery window or time slot. With most couriers we use, you can 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?

We do not deliver to any form of Post Office Box because these can often be used by fraudsters.

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

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 your parcel will likely 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 3 pm will ship the same day however, this can be affected during busy periods such as Christmas. If in doubt, please contact us before ordering.

I paid for next day delivery but my order has not arrived.

If you ordered after 3 pm then your order will ship on the next business day. So for example, if you placed and order on Monday at 15:55 with next day delivery, then your order will ship on the Tuesday and delivered on Wednesday. Please note that standard shipping services do not guarantee weekend delivery, more info can be found here: https://www.supereight.net/shipping/

If you ordered before 3 pm and your order did not arrive the next day, then there could be a problem with the shipment or your order and we would be happy to investigate for you. Please contact us here: https://www.supereight.net/contact-us/

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