Frequently Asked Questions

How do I wash my Superga's?

The best way to wash our shoes is in a pillow case, 30 degree cool wash and powder detergent (not liquid), leave laces on so you don't loose the shape of the shoe and hang to dry naturally, not on a radiator

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How do I contact your customer services?

To track, get an update on the status or edit an order please email info@superga.co.uk.

You can also call customer services on +44 (0) 1250 877 060 | 10am - 5pm | Monday - Friday.

Superga Returns
GLD Ltd
Yard Road
Blairgowrie
PH10 6NW

For wholesale enquiries please email wholesale@superga.co.uk

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What is Superga's refunds and returns policy?

Returns
You can get a full refund or exchange an item, for any reason, for an alternative product within 14 days of the original purchase (time limit exceptions may be made for orders outside of the UK at our discretion). Items must be returned to us as new, with all original packaging and in a saleable condition.* 

UK Returns
Shipping charges for the return of goods within and outside of the UK will be paid for by you and we will incur the cost of redelivering the exchanged goods. You can Download the UK Returns Form from here. 

Europe & International Returns
Shipping charges for the return of goods within and outside of the UK will be paid for by you and we will incur the cost of redelivering the exchanged goods. You can Download the International Returns Form from here.

Customers must get proof of posting when returning product to us.

For refunds please allow 14 – 21 working days for the amount to appear in your bank account. This time frame is dictated by your bank or card issuer and is outside of our control. Your refund will be credited to the same card with which you made your original purchase. If for any reason this is not possible, (i.e. the card had been declined or has expired) we will send a cheque to your billing address. We refund all orders in sterling. If the exchange rate has changed since the date of the inital order we cannot be held responsible for this.

* Please note that due to system restrictions we are only able to process exchanges for a different colour or size in the same product.  Should you be interested in a different product you would need to return the item for a refund and place a new order. Sorry for any inconvenience.

Saleable condition - when trying on shoes please ensure that the floor is clean and dry and non abrasive. Please also ensure that the environment is free of smoke and any strong odours such as food cooking etc. We will be unable to accept the return of any item where there is evidence that these instructions have not been followed. The item must be returned in its original packaging with any enclosed documentation.

Due to technical processes used, it is imperative that each individual shoes washing instructions are followed exactly as stated on the care label. Each shoe is wash-tested and quality control checked on each production batch prior to leaving the factory. We will not accept returns that have been soiled, torn or damaged due to incorrect washing.*

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What do I do if I receive a faulty or damaged item?

In the unlikely event that the item is sub standard or we have sent you the wrong product please email info@superga.co.uk your order number, your name and address, details of the product, reason for return and if you require a refund or a replacement. We will then send you instructions.

For refunds please allow 14 - 21 working days for the amount to appear in your bank account. This time frame is dictated by your bank or card issuer and is outside of our control. Your refund will be credited to the same card with which you made your original purchase. If for any reason this is not possible, (i.e. the card had been declined or has expired) we will send a cheque to your billing address.

We'll pay the shipping charges for the return of faulty or incorrect goods. These charges will be refunded to the card the order was initially placed with.

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What payment methods do Superga accept?

We can only supply goods that are ordered through the superga.co.uk website or by telephone. All payments including all shipping, handling and packing fees must be made by either credit or debit card. Superga cannot accept any other form of payment such as cheques, postal orders or cash.

However, if you're in London we have two stores in the west end! If internet shopping is not your thing then drop in and see us, click here for London Store info!

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Are there other ways to order besides ordering online?

You can email us at info@superga.co.uk with instruction on what you'd like to order, your address and delivery details and we'll email you back with further instructions. Please DO NOT send any card details to us as we'll take them over the phone once we have created an order for you.

However, if you're in London we have two stores in the west end! If internet shopping is not your thing then drop in and see us, click here for London Store info!

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Do you have a size guide?

All our sizes and dimensions can be viewed on each product page. Just click the sizing button above the colour selector to open the size guide.

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Can I get a list of stores that stock Superga near to where I live?

Email wholesale@superga.co.uk stating where you live and one of us will get back to you with information on stores or a contact you can email to find out store locations in specific countries.

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Is it safe to use my credit / debit card online at Superga?

To help ensure that your shopping experience is safe, simple and secure, superga.co.uk uses the industry standard Secure Socket Layer (SSL) technology. This encrypts and protects the critically sensitive details you send us over the internet including your name, address and credit card details. This encryption ensures that nobody can read the information being sent between your pc and our website.

SSL technology not only encrypts information, it also assures your browser that your data is being sent to the correct and secure computer server and it also checks the data being transferred to ensure that it has not been altered in any way. When you enter an SSL enabled area of the site you will see a padlock at the bottom of your browser. This means that the information you enter here is protected.

SSL technology makes online purchasing secure, however if you are not happy to place your order online you can call us on +44 (0) 1250 877 060 Monday-Friday between 9:00am and 5:00pm (GMT).

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Does Superga deliver to Post Office boxes?

We regularly deliver to PO boxes around the world. However, we reserve the right to ask for further identification at our discretion. If this is not provided then we will not dispatch an order until this criteria has been fulfilled.

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How will I know you received my order?

We'll send you a confirmation email acknowledging receipt of your order.

We aim to provide a next day delivery service for all orders in the UK and within 10 working days of the dispatch date for Europe and the rest of the world. We only dispatch orders from Monday to Friday (excluding all UK bank holidays).

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How quickly will my order arrive?

Christmas Delivery Guide

As per the instructions from our carriers for customers receiving goods - for goods despatched after 18th December 2012 we cannot guarantee delivery before Christmas. We strongly recommend you place all orders anticipated for delivery before Christmas well in advance of this date.

Normal Delivery Times

All UK orders for items held in stock placed  before 10:00am are dispatched on the same day but this can vary during busy periods (especially on Mondays, when we go into sale or when the office has been closed for a period of time). European and international orders are shipped via various carriers and can take between 4-15 working days. There may be circumstances beyond superga.co.uk's control which may lead to delays. superga.co.uk  cannot be held responsible for any delays incurred by our carriers.

Unfortunately we are unable to offer a Saturday delivery. It's unlikely but there may be occasions where our carriers will try and deliver on Saturdays, but this remains at the control of the courier.

Delivery times are approximately...

  • UK Mainland Standard (5-10 working days)
  • Northern Ireland (5-10 working days)
  • Republic of Ireland (5-10 working days)
  • Europe (5-10 working days)
  • Rest of World (5-10 working days)

Please Note: For delivery on a Friday, orders must be placed before 10:00am on the Thursday. Orders placed after 10:00am on a Thursday will not be delivered until the following Monday. 

During Christmas the Superga office will normally be closed. Please make sure you check the news section on the homepage for information on office opening times, web order processing and delivery dates before you place an order. Superga cannot accept responsibility for customers who expect but don't receive their orders during these times.

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My order has not arrived what should I do?

If you haven't received your order within 5 working days then please email info@superga.co.uk and we'll get back to you as soon as we can.

Very occasionally, packages do get lost in transit. If this happens and the error can be traced to us we will replace your order at no charge to you. However, if your package has been delivered to and signed for at the specified delivery address, we cannot be held responsible and will not replace the items.

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How much do you charge for shipping?

Delivery within the UK is fixed at a standard rate of £4.00. If you want to pay extra for next day though then we can also send via a courier, all options are displayed at the checkout.

For European and international orders delivery charges also apply. Shipping charges are dependent upon type of delivery service, weight and location. Once you have selected your purchases, delivery charges are automatically calculated and displayed on the checkout page before any payment is taken.

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Is my package insured?

Not as standard but this can be arranged as an optional extra and at an additional cost to you.

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Will there be any additional Duties / Taxes payable on my order?

For orders getting delivered outside the EU VAT will be deducted accordingly at the checkout. Any import duty, customs and local taxes incurred will be paid for by the customer in full. We will always mark orders for overseas true to the content and price of what is in the package, we can't falsify or provide misleading information in order for the customer to avoid paying any import duty, customs and / or local taxes.

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Is my personal information kept private?

All the information you provide to us including your email address, delivery address and credit card details are strictly private and confidential. We acknowledge that we're bound by the Data Protection Act 1998 and that we won't disclose your details to any third party without your express written consent. As a matter of good practice, we don't share any personal information with anyone and we do not sell it to others.

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How do I convert GBP Sterling into another currency?

All currency conversions can be performed free of charge here at XE

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