FAQ


GENERAL

Where are you based?

SUPPER is based in The Netherlands, Amsterdam. However our store is located in De Pijp in Amsterdam.


I want to contact you. How can I get to you?

No worries! We are directly contactable through our chat or at support@supperclothing.com


I emailed customer service, how long will it take them to respond?

For email, expect a response within 24-48 hours from our representatives. Our representatives are available Monday till Friday. 


Will you restock sold out items? 

Some items are restocked every now and then. However, some of our items are very exclusive and may not be restocked after being sold out. We advise you to keep an eye on our social media pages and sign up for the newsletter to receive notifications about these restocks.

ORDERING AND SHIPPING

How do I order at SUPPER?

When you have made your selection, choose your size and click on "add to cart". Once you are ready to complete your purchase, visit your shopping bag at the top right-hand corner of your screen and click on "Proceed to checkout" to be led through the checkout process.


How do I choose sizes? 

Each garment has a side information sheet that indicates the different measurements per size. This will guide you in choosing the size you need.


How will I know my order has been successful?

Once you have placed an order you will shortly receive a confirmation email. Don't forget to check your Junk/Spam folder. If you have not received your confirmation email please send us an e-mail support@supperclothing.com


How do I cancel my order?

If you wish to cancel your order, please send an email to support@supperclothing.com as soon as possible. We will make every effort to accomodate your request. However, once an order has been submitted, we cannot guarantee that the purchase can be cancelled. If however your order has been dispatched you will need to return the order to us at your own expense.


Where do I track my order?

Once your payment is finalized and your order has been processed, you will receive automatically information about your order. 


What do I do when there is an item missing from my order?

I have a missing item from my order 

FIX ME : An order form is included in every parcel sent from our distribution centre, please check the order form to ensure there are no items missing from the list.
If an item you have ordered is missing from the packing list, this will likely have been removed due to it being out of stock. You will be notified by email should an item you've purchased is out of stock. If you haven't received an email notification about any changes to your order, but you're still missing an item, please contact us immediately with the following information: 


- Order Number 

- Missing Item(s) 


 Our support team will investigate the matter and will resolve the issue for you as quickly as possible.


Which countries do you ship to? 

We offer shipping to all countries world wide.  


How long will it take to receive my order?

We work with the following shipping times:


Netherlands 1-3 business days 

EU 2-5 business days 

UK 3-6 business days 

USA/Canada 4-9 business days 

Australia/ New Zealand 4-9 business days 

All other countries 5-10 days


What payment methods do you accept? 

We accept secure payment through Paypal, IDEAL, Stripe, Bitcoin, Bancontact, Klarna, Giropay and accept all major credit and debit cards through our secure payment gateway. 


What about Western Union or bank transfers?

Sorry, we don’t accept Western Union or bank transfers.


Why I have not received my order within the estimated time?

Please check the following before contacting our customer service team:
 

- Check you have received an email confirming your order has been dispatched. 


- Check the tracking information that is included in your dispatch confirmation email using the relevant link. 


- Check for emails, phone calls and attempted delivery cards from one of couriers, it may be that your parcel is being held at your local depot awaiting collection or redelivery.


- Check nobody at your address has taken the delivery on your behalf.
 

- Although our couriers should not leave your parcel with a neighbour its always worth checking with your neighbour just in case.



You didn't find your parcel?

Please contact your local courier first and check if they know where your order is (they know more than we do most of the times ;). If that doesn't work out you can always contact us by sending us an e-mail support@supperclothing.com with your order number and we’ll do our best to resolve the issue as quickly as possible. 


Do I have to pay some duties or taxes?

International shipments may be subject to duties and taxes depending on the item being shipped and the countries of the sending and receiving parties. Payment for all duties and taxes are the responsibility of the buyer or receiving party at the time of delivery.


Hey my garment has arrived damaged, what now?

Oh no :'( Please contact us at support@supperclothing.com and we will immediately resolve your issues.  

RETURNS AND REFUNDS

What are the return conditions? 

Our return guarantee entitles you to return the product for any reason. You have the right to open the package and check the contents but the product must be returned unused to us within 14 days after you received it. All original packaging, price labels etc. shall be returned with the product without having been tampered with. 


I want to return something. What should I do?

Just don’t worry. That’s our motto. 

Please send us an e-mail: support@supperclothing.com, and we will send you all the information you need to proceed with the return of the goods. As soon as we receive your return, we will make sure to handle your return/refund request within 5 business days. We have free returns with Paypal. Didn’t pay with paypal? Then you are responsible for the return costs.


How soon will I get my refund?

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied original method of payment, within 14 days after receiving. 


Can I cancel or change my order?

If you wish to cancel your order, please send an email to support@supperclothing.com as soon as possible. We will make every effort to accomodate your request. However, once an order has been submitted, we cannot guarantee that the purchase can be cancelled. If however your order has been dispatched you will need to return the order to us at your own expense.


I have placed an order during the sale. Can I return my order?

All orders placed during sale or discount are final and are therefore not possible to be returned. 


I am missing an item in my received order. What now?

An order form is included in every parcel sent from our distribution centre, please check the order form to ensure there are no items missing from the list.
If an item you have ordered is missing from the packing list, this will likely have been removed due to it being out of stock. You will be notified by email should an item you've purchased is out of stock. If you haven't received an email notification about any changes to your order, but you're still missing an item, please contact us immediately with the following information: 

 - Order Number

 - Missing Item(s) 

 Our support team will investigate the matter and will resolve the issue for you as quickly as possible. 

PAYMENTS

What payment methods do you accept? 

We accept secure payment through Paypal, IDEAL, Stripe, Bitcoin, Bancontact, Klarna, Giropay and accept all major credit and debit cards through our secure payment gateway. 


What about Western Union or bank transfers?

Sorry, we don’t accept Western Union or bank transfers.