Shuperb UK

Shuperb UK Return PolicyShuperb-UK-Return-Policy

UK orders usually arrive within 2 to 5 working days.  If you have a special/urgent order request, please call or email us and we will always accommodate your request where it is possible to do so. We can offer next day delivery on most of our products. Please enquire by telephone if you require this service.  Our phone number is 0116 326 0605.

If after receiving a dispatch notification from us, you still have not received your order, please allow 5 working days before contacting us. We (in line with Royal Mail delivery guidelines) cannot deem an item as “lost” until 15 working days have passed but will do everything possible to assist in the meantime.

Please note any special delivery instructions are carried out at the discretion of the delivery driver and certain items will require a signature.

UK & Channel Islands Delivery Cost

We charge a single flat rate delivery cost of £3.50 for all orders under £50.  Orders exceeding £50 in value will be shipped free of charge under our standard service.

Returns Procedure

We understand that buying shoes on the internet can be difficult as you cannot accurately judge the fitting/style. We hope that our returns procedure is as straight forward as our sales procedure!

In the event that you are not satisfied with your product and need to return your product for a refund or exchange, please follow the procedure below:

• A returns form and optional UK pre-paid returns label is included with every order. If you decide to use our pre paid label then there is a cost of £5.00 attached to it. Alternatively, you may use any other service you like to return the goods back to us.  The returns form is on the reverse of your invoice.  Read carefully, ensure this is completed and returned with your items to avoid any delays.

• It is imperative that you maintain the packaging in a reasonable condition as the returned item needs to be suitable for resale.  Items with packaging that has been deliberately damaged will either be rejected or charged a fee for reinstatement.

Take your item to your nearest post office and return the item to us.

Our returns address is:

Shuberb.co.uk
Returns Department
49 Forest Road
Leicester
LE5 0DW
United Kingdom

Refunds

Standard Refund Policy

You may return your purchase for a “no quibbles” refund of the purchase price within 30 days of original receipt. The item is your responsibility until it arrives back into our possession. A refund will be issued to your original method of payment within 7 working days of us having received your item.  Please take care of your item and ensure it is returned with due care and packaged appropriately.

Exchanges

Your item can be returned for an exchange anytime within 60 days of original receipt.

Faulty Items

Every item is checked thoroughly before dispatch. In the rare event an item has been delivered to you with a fault, you must notify us within 7 working days of receipt in writing to returns@shuperb.co.uk.  Shortages or incorrect goods should be reported within 7 working days of receipt.

If a genuine manufacturing fault develops during the life of the shoes (not wear and tear) please email returns@shuperb.co.uk and we will assess each case on an individual basis. Please be sure to include as much information as possible with regards to who you are and when you purchased from us. Please note that where a fault has been agreed on a worn item, we cannot refund your purchase. However we will offer you a like for like replacement. Where the style you have purchased has been discontinued or is unavailable, you may swap for a different style of equal or greater value OR take a credit note that can be used at a later date.

Non Refundable Products/Services

We cannot refund excess paid for “Scotchguard” protection as this is an application that cannot be restocked once applied to footwear. We would like to stress that this does not infringe your right to return the footwear concerned but the £2.00 extra paid for the protection is non refundable.

If you would like to exchange footwear that has been “Scotchguard” protected we will not charge you to protect your replacement pair. Footwear that has had permanent changes made to it cannot be accepted for an exchange or refund. This includes but is not limited to:

• Grip Soles & Heels
• Blakey Steel Tips
• Raised Heels
• Lowered Heels
• Widening (Length or Width)

INTERNATIONAL (Outside EU) Orders

Any international customers (both European and Rest of World) will need to cover postage costs both ways if wanting to exchange an item.  This will be requested from you after the item has come back into our possession.

If an international delivery (both EU and non EU) “failed” due to reasons involving the customer, such as but not limited to, a failure to pay local tax and disbursements, a failure to collect your item from a pre-arranged collection point or any such reason we will charge to the order a fee equivalent to the original postage cost.  This will be deducted from your refund after the item arrives back with us.  This is in addition to the original postage cost which again is non refundable.  Local taxes and charges levied by Government agencies or by shipping agents on behalf of Government agencies are the responsibility of the customer and therefore must be settled by the customer.

Return To Sender

Items returned to sender due to any of the following will be charged at cost:

  • Addressee not available
  • Item refused
  • Addressee gone away
  • Insufficient access/security access

Currently, the charge for this is £3.50 for Royal Mail items, £7.43 for items sent via Parcel Force.

For international consignments, we will charge you exactly the cost levied upon us by the relevant carrier.

Exceptions

Items returned outside the 30 days refund window may be accepted on a discretionary basis. The refund in this case would be subject to a restocking fee. Please note we will not refund any postage costs incurred to you in the return of your item to us. If the fault lies with us (example: wrong size dispatched by us) we will issue prepaid returns upon your contact with us.

Cancellation

Consumer Contract Regulations state you have the right to cancel your order and the agreement between us by informing us within 7 working days of receipt of your goods.  The 7 working days commences from the day after the day you receive your goods.

If the goods have not yet been shipped and you wish to cancel your order, please send an email to returns@shuperb.co.uk with “cancellation” as the subject line.  We do not guarantee that we can stop the item fro being dispatched.  It will depend on how far down the line your order is in our system.  You may still cancel your order by exercising your right to return the merchandise within 30 days of receipt as detailed above.

For more information visit Shuperb UK

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