FAQ

If you have a query in regards to your order please email [email protected].   If you do not receive a reply from us please check your junk mail. If we have managed to slip into your junk inbox please click "Mark as safe" and our emails will then appear in your normal inbox, please supply your online Order Number, Full Name and Email address on your account (if different from the one being used).

Please do not contact us multiple times for the same enquiry - we do our best to get back to you within 72 hours, duplicate enquiries will only slow down this process. Thank you.

You can also call customer services on +44 (0) 1250 718 045 | 9am - 5pm | Monday - Friday. (If the lines are busy please leave us a message including your full name, telephone number and order number so we can call you back).

SUPERGA
ARDBLAIR SPORTS IMPORTERS LIMITED
Yard Road
Blairgowrie
PH10 6NW

If you are not satisfied with your order, please visit www.superga.co.uk/returns  and complete the online returns request form. Or, alternatively, any items purchased on our site can be exchanged to one of our Superga London stores. We do not offer refunds for online purchases in store.  www.superga.co.uk/stores  

You can get a full refund or exchange an item, for any reason, within 30 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.

To complete your online returns form www.superga.co.uk/returns , you will need your order number and email address, if you have purchased your items using PayPal please use your PayPal number and email address.

Once we receive your item/s back into our warehouse please allow 21 working days for your return to be processed. We do not offer a free returns service, and suggest a tracked service with any carrier of your choice.

Please be aware we do not provide a free returns service. 

As soon as your order has completed we will receive a confirmation email acknowledging receipt of your order, if you ordered using PayPal please check the email address linked to your PayPal account for notifications, Please first check your spam folder, if it is not there then Please contact us.

Please do not contact us multiple times for the same enquiry - we do our best to get back to you within 72 hours, duplicate enquiries will only slow down this process. Thank you.

Delivery times apply from the time your order is dispatched. You will receive an email once your order has been dispatched.

Please contact us at [email protected]. with your order number and details of the missing item, we will arrange for the missing item to be sent as soon as possible.

Please do not contact us multiple times for the same enquiry - we do our best to get back to you within 72 hours, duplicate enquiries will only slow down this process. Thank you.

In the unlikely event that the item is sub standard, please email [email protected].  your order number, your name, details of the fault and if you require a refund or a replacement. We will then send you an email with further instructions.

For refunds please allow 3-5 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 has expired) we we will email you for up to date information.

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.

Please do not contact us multiple times for the same enquiry - we do our best to get back to you within 72 hours, duplicate enquiries will only slow down this process. Thank you.

All UK orders placed before 2pm Monday - Thursday, where the express delivery has been selected, are dispatched on the same day, but this can vary during our busiest periods and holidays, especially when we go into sale, bank holidays or when the office has been closed for a period of time.

Delivery times apply from the time your order is dispatched. You will receive an email once your order has been dispatched.

European and international orders are shipped via various carriers and can take between 5-10 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.

Delivery times:

UK Mainland Standard (5-7 days)
Europe (5-10 working days)
Rest of World (5-10 working days)

Our UK Standard delivery services are carried out by Hermes
Our UK Express/EU and International delivery service will be sent with DPD.

Please Note: some deliveries may require an extra day to reach remote areas such as the Scottish Highlands/Northern Ireland.

If you have received a tracking number please use the tracking number on the relevant company website and see if you need to provide the carrier with additional information or rearrange delivery.

If that still doesn't help or you haven't received your order within 5 working days (10 days if international) then please email [email protected]  and we'll investigate and get back to you.

Very occasionally, packages do get lost in transit. If this happens we will keep you informed and resolve as quickly as possible.

Please do not contact us multiple times for the same enquiry - we do our best to get back to you within 72 hours, duplicate enquiries will only slow down this process. Thank you.

Once your order is confirmed we start preparing your order for dispatch, sadly at this point we are unable to change delivery addresses, you can however upload the Hermes app https://www.myhermes.co.uk/our-services/mobile-app or DPD app https://www.dpd.co.uk/lp/yourdpd/index.html which will allow you to leave with neighbour or a safe place.

Once you have entered your billing address you will be given the option of an alternative delivery address, please ensure it is entered correctly as once the order is confirmed we will be unable to change it for you.

As soon as you receive your order confirmation, Unfortunately, this means we will be unable to make any changes or cancel your order as it’s already being processed with our warehouse. You’ll need to place another order or return any unwanted items back to us.

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.

For orders getting delivered outside the EU VAT will be deducted accordingly at the checkout.  Customs & Import Duty Unless otherwise stated, all items are shipped from the United Kingdom and may incur duty & other charges upon entering other countries. Any duty, clearance, tax or carrier charges must be borne by the recipient and we will not accept liability for any such costs.

We are unable to advise what the thresholds and rates are for other countries as these are determined by the respective governments and can vary significantly between countries and even items. If upon delivery, there are any additional charges due our carrier will contact you to arrange payment.

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

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 718 045 Monday-Friday between 9:00am and 5:00pm (GMT).

All of your credit card details are strictly private and confidential. We acknowledge that we're bound by the General Data Protection Regulation and that we won't disclose these details to any third party. As a matter of good practice, we don't share any personal information with anyone and we do not sell it to others. Your email address and contact number can be provided to our carriers for delivery purposes.

In addition, We are unable to disclose any information regarding another customer's order / account due to Data Protection unless we receive a letter or telephone call from our customer giving their permission, unless we have their 'explicit consent'. Alternatively, if you have Power of Attorney, a copy of this would be sent to us along with a covering note. If easier you can email this to us at [email protected]

Yes we have a whole collection here - https://www.superga.co.uk/vegan 

Superga Vegan – Love your planet, love your shoes.

We are working hard towards a more eco-conscious and sustainable product offering to include certified vegan and organic collections.

Eco Friendly - Vegan-certified Superga shoes are eco-friendly. They do not contain any animal or animal-originated ingredients.

Cruelty-Free - No testing is performed on animals during the production of the components and the shoes are cruelty-free. 

Superga Vegan Standards

Superga understands the word “animal” to refer to the entire Animal Kingdom, which is all vertebrates and all multi-cellular invertebrates.

No animal and animal-derived ingredients.

No animal testing on raw materials sourced and used for the shoes’ components.

Managed Cross-Contamination (manufacturing line, manufacturing site where animal-derived shoes are produced): any potential cross-contamination with animal-derived materials must be prevented as far as it is practical and possible.

Materials Used 

Upper: 100% Cotton canvas with non-animal derived dyes

Insole: 100% Cotton

Insole board: Cardboard (paper)

Sole: Natural rubber

Laces: Cotton and polyester blend

Glue: Vegan glue

Our Code of Conduct (“Code of Conduct”) outlines the basic requirements concerning working conditions that must be satisfied by all Sourcing Centres (“Sourcing Centres”) appointed by Superga or its Affiliated Companies. Superga is highly committed that any stage of the production fully complies to the principles and provisions of the Code of Conduct, therefore, the Sourcing Centres shall be liable at any time that all their Manufacturers adhere and comply to the principles of the Code of Conduct.

Superga adheres and encourages its business counterparts to adhere to the highest international standards of business practices and ethics. The generally accepted international labour standards, including the International Labour Organization (ILO)’s core conventions and the Universal Declaration of Human Rights have served as the foundation upon which much of the guidelines of the present Code of Conduct are based.

It is expressly understood that Superga reserves the right to terminate its business relationship with the Sourcing Centres who are unwilling or unable to comply with the principles and provisions set forth in the Code of Conduct.

Child Labour
Sourcing Centres shall not use child labour. The term “child” is referred to a person younger than 15 years of age. Sourcing Centres must verify the age of their workers and maintain copies of their workers’ proof of age. Sourcing Centres must follow all applicable laws and regulations regarding working hours and conditions for minors.

Involuntary Labour
Sourcing Centre shall not use involuntary labour. “involuntary labour” is defined as work or service which is extracted from any person under threat or penalty for its non-performance and for which the worker does not offer himself or herself voluntarily, and includes all manner of prison, bonded, indentured and forced labour.

Disciplinary Practices
Sourcing Centres shall not use corporal punishment or any other form of physical or psychological coercion or intimidation against workers.

Non-discrimination
Sourcing Centres shall employ workers solely on the basis of their ability to do the job, and shall not discriminate on the basis of age, gender, racial characteristics, maternity or marital status, nationality or cultural, religious or personal beliefs or otherwise in relation to hiring, wages, benefits, termination or retirement.

Health and Safety
Sourcing Centres shall maintain a clean, safe and healthy workplace in compliance with all applicable laws and regulations. Sourcing Centres shall ensure, at a minimum that workers have access to clean drinking water, sanitary washing facilities and an adequate number of toilets, fire-extinguishers, and fire exits and that workplaces provide adequate lighting and ventilation.

Environmental Protection
Sourcing Centres shall comply with all applicable laws and regulations in respect of protecting the environment and maintain procedures for notifying local authorities in the event of an environmental accident resulting from Sourcing Centres’ operations.

Wages and Benefits
Sourcing Centres shall provide wages and benefits that comply with all applicable laws and regulations or match the prevailing local manufacturing or industry rates, whichever is higher. Overtime pay shall be calculated at the legally required rate, regardless of whether workers are compensated hourly or by piece rate.

Working Hours
Sourcing Centres must comply with all applicable laws and regulations relating to working hours. Sourcing Centres shall not require workers to work, including overtime, more than 60 hours per week or more than any maximum number of hours per week established by applicable laws and regulations, whichever is less. Sourcing Centres shall guarantee that workers receive at least one day off during each seven-day period.

Familiarization and Display of This Code of Conduct
Sourcing Centres shall familiarize workers with this Code of Conduct and display this Code of Conduct, translated in the local language, at each of their facilities in a place readily visible and accessible to workers. It is expressly understood that the Sourcing Centre shall be held responsible on the truthfulness of the translation of the Code of Conduct in the local language. This English version of the Code of Conduct shall anyhow prevail in any case of conflict of interpretation.

Legal Requirements
Sourcing Centres shall comply with all legal requirements applicable to the conduct of their businesses, including those set out above. All references to “applicable laws and regulations” in this Code of Conduct include local and national codes, rules and regulations as well as applicable treaties and voluntary industry standards.

Manufacturers
The Sourcing Centres shall carefully select the manufacturers and avail themselves only of those who respect the human rights and ensure that they fully comply to the principles set forth in this Code of Conduct.

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

While we do not recommend washing your Superga shoes, you may be able to wash our Cotu styles.

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

Please note that you are washing your Superga trainers at your own risk and we do not accept responsibility for any damage that may occur.