Customer Service

Order Policies (Europe)

Placing an order on our website is easy. Just follow these simple steps.

  1. CHOOSE THE PRODUCTS YOU WANT TO PURCHASE

    You can browse by gender or category by using the menus on the top of the page. To find out more about a product, click on its image or name and you will be taken to a page with more detailed product information.

  2. ADD PRODUCTS TO YOUR SHOPPING BAG

    Once you have selected an item, and you have selected size and quantity, click the “Add to Cart” button on the right side of the product detail page. Remember, you can view the contents of your shopping cart at any time by clicking the Shopping Cart icon at the top of every page of our sites.

  3. PROCEED TO CHECKOUT

    When you’re ready to complete your order, be sure to review all of the items that are in your shopping bag. You can add, change or delete items until you are completely satisfied with your order. Once you have selected all the items that you would like to purchase, click on the “CHECK OUT” button.

    You can check-out as a guest, register or if you are already registered use the Login option to proceed to the Billing, shipping and payment information steps.

  4. ENTER SHIPPING AND BILLING INFORMATION

    In this step you will enter the shipping and billing addresses.

    Note that your billing address is the address linked to your Credit/Debit card, and so it must be entered exactly as it appears on your bank statement.

    You can enter a different shipping address if you’d like your product(s) to arrive at a different location to your billing (bank statement) address. When you’ve finished entering this information in these steps, please click on the “Continue” button.

  5. SHIPPING METHOD

    In this step, your shipping costs will be added to the overall bill.
UK : £7
Other EU countries we ship to (see FAQ) : 7€

  6. ENTER PAYMENT INFORMATION

    Select your method of payment and payment information from the options available. Be sure to review all information on this screen before clicking the “PLACE ORDER” button. You can make any necessary changes to your shopping bag, shipping, billing, and payment information by using the “CHANGE ORDER” option.

    Please review your order details in the Order Review step and confirm the order by pressing the “PLACE ORDER” button.

  7. YOUR ORDER

    After you place your order, you will receive e-mails about your order. Below are the kinds of e-mails you might receive:

    • Order Confirmation: This e-mail confirms that we have received your order. It includes your order number. Keep this e-mail for your records.
    • Shipment Confirmation: This e-mail confirms that your order or part of your order has shipped.
    • Important notice about your order: There are a few reasons why you would receive this e-mail, including: difficulty in processing your order, inability to ship to the address provided, duplicate order, or cancellation of order.

    Note: SUPRA explicitly reserves the right not to accept your order and to cancel the Purchase.

  8. ORDER TRACKING

    Check the status of your most recent orders by visiting our Order Tracking page. This is the easiest and fastest way to get the most current information regarding your SUPRA web shop orders. When you click on Order Tracking, you will be prompted to log in with your order number AND your e-mail address. An order summary page will provide you with detailed information about your current order or past orders. After your order is shipped, your tracking number, if available, will be displayed.

  9. GETTING HELP

    We understand that some consumers may have questions in the process of navigating the website and or entering their order. Should you need help, please feel free to contact your local customer service center at one of the locations listed on the Contact Us page.

  10. CANCELLING YOUR ORDER

    Occasionally, orders or parts of an order are cancelled by our system for various reasons. Some reasons are:

    • Item(s) not available.
    • Difficulty in processing your payment information.
    • Cannot ship to address provided.
    • Duplicate order was placed.
    • Cancelled due to a customer request.
    • Suspected fraud

    
If your order is cancelled, you will receive a notice regarding your order via e-mail which will explain the reason for the cancellation. You will not be billed for any cancelled items.

  11. CUSTOMER ORDER CANCELLATION

    Should you choose to cancel your order before it ships, please contact Customer Service who will cancel your order for you.

    Please be sure to have your unique reference number stated in your order confirmation at hand to make this process easier for you.


SHIPPING POLICY

Within Europe, Suprafootwear.com ships Monday – Friday. We strive to ship your order the same day or the next business day.

NOTE: Our warehouse is closed on weekends and during public holidays.

Suprafootwear.com ships its products via UPS to the following destinations:

  • Austria
- France (excluding overseas areas)

  • Germany
  • 
Ireland

  • Spain (excluding overseas areas)

  • United Kingdom (excluding overseas areas)

Orders that are placed outside of one of these destinations will automatically be refused and will not be sent.


CREDIT CARD REVIEW POLICY

All orders are manually verified and initially approved orders are still subject to manual review.

SHIPPING COSTS

Country Currency Price
United Kingdom GBP 7,00
Other EU countries EUR 7,00

DELIVERY

The expected delivery time from the moment the order has been shipped is:

Country Delivery Time
Germany 1-3 Days
Ireland 3-4 days
Austria 2-3 days
United Kingdom 2-3 days
France 3-6 days
Spain 3-6 Days

More information regarding returning a product.

If you have any further questions, please CONTACT our customer service department.


RETURNING A PRODUCT

RETURNING ORDERS AFTER RECEIPT

If you, are for whatever reason, not happy with the products you ordered from the SUPRA Website, you may return the products delivered to you within 14 calendar days after receipt of the merchandise, as long as:

  • the products are unwashed and not used in any way. You are of course allowed to try them on
  • the product is in its original, undamaged packaging (a carefully opened package will not be considered damaged)
  • the product is complete: e.g. both items of a pair must be returned

We will not accept returned products that do not comply with these instructions. After receipt of your goods, a refund will be issued excluding the shipping cost.

Please note that it can take up to 5-8 business days after receipt of your goods before we will refund you due to inspection and payment processing. Refunds will be given in the same form of payment as the original purchase.

COSTS FOR RETURNING PRODUCTS

We currently offer free returns provided you use our prepaid return label (see instructions below). If you don’t use our return label we cannot guarantee the tracking and the delivery of your return.

RETURN OF DEFECTIVE PRODUCTS

You are entitled to return a product, ordered via the official European SUPRA web shop, that is defective or otherwise not in conformity with the ordered product. You can do so within 12 months after date of purchase. This does not affect your statutory rights. In the event your claim is justified, a full refund will be issued.

HOW TO RETURN A PRODUCT

Please follow the below instructions to prepare the collection:

  1. Put the product in its original SUPRA packaging and use the original cardboard box (outer box) to return. Ensure that no other UPS tracking labels are attached to the package.
  2. To accomplish prompt processing of your return, and to avoid any delays in refunding your payment, we need you to complete the RETURN DOCUMENT (attached to this received package and available at the UPS site using the credentials listed below)..
  3. Login to the UPS site:
    If you are living in Great Britain or in the Rep. of Ireland please use:
    • User ID: UKRMA
    • Password: return1

    If you are living in a different EU country, please use:

    • User ID: NLRMA
    • Password: return2
  4. Complete your personal details and click the “OK” button when complete.
  5. Print off the created UPS collection label and fold the printed label on the dotted line.
  6. Place the label in a Shipping Pouch provided in the original shipment. If you do not have a pouch, affix the folded label using clear plastic shipping tape over the entire label.
  7. Arrange Collection or Drop-off:
    Call UPS using the telephone number reflected on the collection label.
    OR
    Go to the UPS site to find the nearest drop off location.

EXCHANGES

Product exchanges are currently not possible, but you do have the option of returning your product. In order to receive another product, color or size, you will have to place a new order on the SUPRA Website.