Superdry Return Policy
Our Returns Policy (Internet orders only)
If you are not completely satisfied with your purchase, simply return the item(s) to us in their original condition within 28 days of receipt.
Please note, for hygiene reasons we cannot offer refunds on underwear, swimwear or cosmetics (including fragrance) if they have been used, opened or the packaging is damaged. This does not affect your statutory rights.
Please complete the Returns Form enclosed with your order and from there you can arrange for the item(s) to be sent back to us FREE of charge with Collect+ (applicable for returns within the UK only).
For more information on the FREE Collect+ returns process, please click here.
Items should wherever possible be returned in their original packaging with any enclosed documentation and a completed Returns Form.
It is very important when you return an item that we know the order number to which it relates, your details and whether you want a refund or an exchange. Without these details we won’t be able to take the action you require.
We ask you to take reasonable care of the goods you purchase while they are in your possession. This means that: you may inspect and try on the goods as you would try them on in our store but tags should not be removed from any item and the original packaging should be retained. Goods should not be soiled, torn or damaged.
How do I return goods to you?
Changed your mind? For free of charge and hassle free returns, please follow the following steps:
- Fill in your Returns form included with your order and enclose it with your parcel. Please note: it is very important that when you return an item that we know the order number to which it relates, your details and whether you want a refund or an exchange.
- Write your Superdry order number on the Collect+ label included with your order. Peel off the label and stick it on your parcel.
- Drop your parcel off at any one of 5,250 local stores offering the Collect+ service. Make sure you get your returns receipt and code so you can track your order.
Collect+ has parcel drop points in over 5,250 local stores open early ‘til late, seven days a week.
You can find your nearest Collect+ store at www.collectplus.co.uk
Full details of the how to return items are included with your order.
The item is your responsibility until it reaches us, so for your own protection, please ensure you keep the returns receipt and code safe, so you can track your order.
International returns please note: If you are returning anything to us from outside the EU you must complete a customs declaration correctly indicating that the package contains ‘returned goods’ or similar. If your parcel is stopped in UK customs and a charge levied, we will refuse payment and the package will be returned to you. Under no circumstances will we pay customs duty in order to receive back our clothes.
How long does the Return take?
Please allow 7-10 working days from our receipt of your goods, for your return to be processed. Once this has been completed, you will receive a confirmation email (the email will be sent to the same email address as your order confirmation).
After receiving the return confirmation email, please allow up to 5 working days for exchanged goods to be delivered or for a refund to be credited to your account. This timeframe is dictated by your bank or card issuer.
FREE Returns
It is FREE to return your items to us within the UK as long as you use the paperwork we enclose with your order and you take it to a Collect+ store local to you.
Return in branch (UK Only)
You may return items purchased online to any Superdry store (in the UK) within 28 days of receipt. Superdry concessions cannot accept returns.
Items returned in branch may receive an exchange. Only items returned by post may be refunded.
If you wish to exchange in branch, you must present your receipt or a printout of your order confirmation email.
We ask that you take reasonable care of purchased goods whilst they are in your possession. This means that you may inspect and try on the goods as you would in our stores, but tags should not be removed from any item and the original packaging should be retained. Goods should not be soiled, torn or damaged.
How will my money be refunded?
Your refund will be credited through the same method or back onto the same card with which the original purchase was made. If for any reason this is not possible, (e.g. the card has expired) we will contact you to discuss alternatives.
Have you received my returned goods?
As soon as your return has been processed by our warehouse, we will email you to let you know.
In the unlikely event that you don’t receive this email within 10 days of posting your parcel to us, please get in touch with our Customer Service Team and we’ll confirm if it was received.
If you have returned your parcel using the FREE Collect+ service or any other tracked or registered service, please give us the reference number when you contact us.
Click here for our contact information.
I returned an item and it was incorrectly refunded or replaced
We are really sorry if we made a mistake when processing your request.
If you were expecting a replacement and got a refund instead, this may be because we were unable to exchange the item for what you wanted. In this case we would automatically issue you with a refund and email to let you know.
The amount you have been refunded may be affected by the delivery charge, which would only be refunded for cancelled orders made under Distance Selling Regulations or if the whole order is faulty.
If you were expecting a refund and we sent you replacement goods, please get in touch with our customer service team so we can sort it out for you. In the absence of instructions from you, we will assume you want a refund for the returned goods.
Click here for our contact information.
In order to process this quickly for you it would be really useful if you had the following information ready:
| The order number | e.g. SUPERDRY_XXXXXX |
| Information about what item was returned | e.g. Vintage Logo T-Shirt (and item code) |
| Information relating to the query |
I need a returns form
Don’t worry if you have lost your Returns Form, you can Click here to download a copy of a form, however, you will need to contact customer services if you require the postage label to ensure your FREE return.
If you need any further assistance, just get in touch and we will aim to help you as soon as possible.
Click here for our contact information.
Exchange
If you require a different size or colour of the same item, please indicate so in your Returns Form. And follow the returns process as stated below. If the new size/ colour is unavailable we will refund your card and email you to inform you of this.
If you want a different item, you will need to return the unsuitable item for a refund and place a new order.
Please follow this returns process: How do I return goods to you?
Timothy Everest Returns
Timothy Everest products bought online are only returnable to our website. Please note that all items should be returned to us unaltered* and in their original packaging.
Our standard returns policy still applies.
* No tailoring or alterations to be made to any hems or seams.
International Returns
Customs Declaration
If you wish to return any items to us from a country on our international deliveries list, please note that you must complete a customs declaration indicating that the package contains returned goods. If you fail to do this, we are unable to accept any charges incurred in order for the package to reach us.
If you require a different size/colour of the same item, or a refund, please indicate this on your Returns Form and follow the returns process outlined below. If the new size/colour is unavailable we will refund your card and inform you of having done so by email.
Please complete the Returns Form enclosed with your order and from there you can arrange for the item(s) to be sent back to us through any postal service of your choice.
Returns Address
Please send your returned goods to:
Superdry.com
The Duke
Wellington Road
Burton-on-Trent
DE14 2AB
United Kingdom
Items should also be returned in their original packaging, with any received documentation enclosed.
Please ensure you state the returned goods’ order number, as well as your address and whether you would like a refund or exchange.
Liability
The cost of returning the item to us is your liability.
The item is your responsibility until it reaches us, so for your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods. We cannot refund return items lost in the post.
Condition of Returned Goods
We ask you to take reasonable care of the goods you purchase while they are in your possession. This means that: you may inspect and try on the goods as you would try them on in our store but tags should not be removed from any item and the original packaging should be retained, goods should not be soiled, torn or damaged.
Recycling
What is WEEE?
The Waste Electrical or Electronic Equipment (WEEE) Directive requires countries to maximise separate collection and environmentally friendly processing of these items. In the UK, distributors (including retailers) must provide a system which allows all customers buying new electrical equipment the opportunity to recycle their old items free of charge. Those establishing their own take‐back scheme must as a minimum offer all customers buying new electrical equipment free take back of their old electricals on a like‐for‐like basis.
Why recycle?
Unwanted electrical equipment is the UK’s fastest growing type of waste. Many electrical items can be repaired or recycled, saving natural resources and the environment. If you do not recycle, electrical equipment will end up in landfill where hazardous substances will leak out and cause soil and water contamination – harming wildlife and also human health.
We can help
We are pleased to offer our customers the chance to recycle their old electrical items when purchasing a new item from us. To remind you that old electrical equipment can be recycled, it is now marked with a crossed‐out wheeled bin symbol. Please do not throw any electrical equipment (including those marked with the crossed out wheeled bin symbol) in your bin.
To recycle your old electrical item, please return to:
Superdry.com
The Duke
Wellington Road
Burton-on-Trent
DE14 2AB
United Kingdom
or alternatively take to your local recycling facility.
WEEE Producer Registration Number- C-Retail Ltd WEE/HE3435XU
For more information visit Superdry
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