FREQUENTLY ASKED QUESTIONS
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Delivery Information
Our delivery options, timeframes and costs are as below:
IMPORTANT TO NOTE: Please allow 1-3 business days for your order to be packed before it's shipped. Delivery times begin once an order has been packed and picked up by the courier. Please allow additional packing time during peak periods (such as sales or public holidays).
*Please note that delivery timeframes are estimates only and may vary with peak sale periods, possible courier delivery issues and other influences beyond the control of Superga.
Split Deliveries:
If you've ordered more than one item, your order may be split into multiple deliveries if we're unable to source all of your products from one dispatch location. If your order has been split into multiple deliveries, you'll receive a separate tracking email for each delivery.
Authority to Leave:
When you place your order, Authority to Leave will be given as a default. This means that the courier does not require a signature and if it's safe to do so, your delivery will be left unattended if you're not home to accept it. Please note that StarTrack and Australia Post have the right to override this instruction in the instance that they deem your order unsafe to leave unattended. For further information, please see here.
Read full article
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Holiday Returns & Delivery Cut-Off Dates
The lead-up to the holiday season is one of the busiest times of the year. We want to make sure your order arrives on time, and a seamless Returns process is in place.
Extended Holiday Returns Policy:
All online purchases made between 1st November 2023 and 31st December 2023 will have an extended returns period of 60 days. When returning your item, please make sure it meets our return policy requirements found here.
Orders made beyond this timeframe will follow our regular 30-day return policy.
Order Cut-Off Dates:
*Please Note: All times listed are in Local Time
Express Delivery:
*Please Note: Delivery timeframes are a guideline only, and may vary with possible courier delivery issues and other external influences beyond the control of Superga.
From everyone at Superga, we wish you a very happy holiday and new year.
Read full article
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How do I return my order?
1. Ensure return conditions are met
- Item(s) were purchased within the last 30 days and proof of purchase can be provided
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Item(s) must be unworn, unwashed, or otherwise undamaged with original tags attached
- Item(s) are in original, undamaged packaging or shoebox
If you believe your item may be faulty, please view this article. If you have received the wrong item or your order has arrived damaged, please view this article.
2. Package your return
Protect the shoes and shoebox by placing it into a satchel or box. Alternatively, the original mailer can be turned inside out. Please note, if the shoebox is used as a postal box, we cannot accept your return.
3. Book your return
Once packaged safely, start your return below and follow the prompts to pay for and print a returns shipping label. Then attach the label to your parcel and drop it off at your nearest Post Office.
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Return shipping costs: A flat, $10 fee for a prepaid shipping label is payable by the customer during the Returns Portal process
-
Entering your order number: Your order number will start with SUPAU. Do not include the # or any other symbols
-
Don't have a printer at home? Your return label includes a QR code which can be scanned at the Post Office and a label printed for you
What's next?
Please allow time for your return to reach our warehouse. Once received, we'll process the return within 2-3 business days and notify you via email regarding your refund. Refunds will be automatically issued via your original payment method. Please allow up to 5 business days for funds to reflect in your account.
Read full article
-
Can I exchange my online purchase?
Unfortunately, we don't offer online exchanges.
Please send your item back to us for a full refund, via our Returns Portal here. You can then place a new order for the style or size you need.
Read full article
-
Are Supergas suitable for wide feet?
Whilst Supergas don't come in a wide-width fitting, our shoes are slightly wider compared to most casual sneakers.
Our staple shoe features a premium canvas upper which can take a few weeks to break in, however will mold to your feet with wear.
If you would like more assistance with sizing and fit, feel free to get in touch with Superga Support below.
Read full article
-
How do I clean my Supergas?
Here are a few steps below to help with hand-cleaning your Supergas in the safest way:
-
Disassemble your shoes. Remove the insole and laces for a thorough clean.
-
Wash the laces. Throw them in with your clothes laundry and wash on a cold setting with your regular detergent. Pro tip: place in a laundry bag or sock so they don't get lost.
-
Remove dirt from the upper and outsole. A small brush or towel works well.
-
Scrub clean. Create a soapy mixture of cold water and laundry detergent, and gently work into dirty areas using a towel or soft bristle brush.
-
Wipe down. Use a clean, dry cloth to wipe of excess soap and cleanser.
-
Allow shoes to dry naturally, away from direct heat or sunlight.
While we do not recommend washing your Supergas in the washing machine, with the Cotu collection, for example, these can be machine washed with cold water.
You can wash your Cotu shoes in a pillowcase, on 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.
Please note that washing your Superga trainers is at your own risk, and we do not accept responsibility for any damage that may occur in this process.
Read full article
-
What is Afterpay and how do I use it online?
Afterpay allows you to shop now and pay later, always interest-free. With Afterpay, your purchase will be split into 4 payments, payable every 2 weeks.
To check if you're eligible to use Afterpay, click here.
How do I use Afterpay online?
- You will need to set up an account with Afterpay which is linked to your card or bank account
- Select Afterpay as your method of payment at the checkout
- You will be prompted to log into your Afterpay account and authorise the purchase. Your first payment instalment will be taken when you place your order.
- Once payment is confirmed, a confirmation page will appear along with your order number
At any time, you can log in to your Afterpay account to see your payment schedule and make a payment before the due date. Otherwise, Afterpay will automatically deduct the instalments from your debit or credit card every fortnight.
If you have any further enquiries regarding Afterpay, you can check out their FAQs for more information.
Read full article
Our delivery options, timeframes and costs are as below:
IMPORTANT TO NOTE: Please allow 1-3 business days for your order to be packed before it's shipped. Delivery times begin once an order has been packed and picked up by the courier. Please allow additional packing time during peak periods (such as sales or public holidays).
*Please note that delivery timeframes are estimates only and may vary with peak sale periods, possible courier delivery issues and other influences beyond the control of Superga.
Split Deliveries:
If you've ordered more than one item, your order may be split into multiple deliveries if we're unable to source all of your products from one dispatch location. If your order has been split into multiple deliveries, you'll receive a separate tracking email for each delivery.
Authority to Leave:
When you place your order, Authority to Leave will be given as a default. This means that the courier does not require a signature and if it's safe to do so, your delivery will be left unattended if you're not home to accept it. Please note that StarTrack and Australia Post have the right to override this instruction in the instance that they deem your order unsafe to leave unattended. For further information, please see here.
The lead-up to the holiday season is one of the busiest times of the year. We want to make sure your order arrives on time, and a seamless Returns process is in place.
Extended Holiday Returns Policy:
All online purchases made between 1st November 2023 and 31st December 2023 will have an extended returns period of 60 days. When returning your item, please make sure it meets our return policy requirements found here.
Orders made beyond this timeframe will follow our regular 30-day return policy.
Order Cut-Off Dates:
*Please Note: All times listed are in Local Time
Express Delivery:
*Please Note: Delivery timeframes are a guideline only, and may vary with possible courier delivery issues and other external influences beyond the control of Superga.
From everyone at Superga, we wish you a very happy holiday and new year.
Read full article1. Ensure return conditions are met
- Item(s) were purchased within the last 30 days and proof of purchase can be provided
- Item(s) must be unworn, unwashed, or otherwise undamaged with original tags attached
- Item(s) are in original, undamaged packaging or shoebox
If you believe your item may be faulty, please view this article. If you have received the wrong item or your order has arrived damaged, please view this article.
2. Package your return
Protect the shoes and shoebox by placing it into a satchel or box. Alternatively, the original mailer can be turned inside out. Please note, if the shoebox is used as a postal box, we cannot accept your return.
3. Book your return
Once packaged safely, start your return below and follow the prompts to pay for and print a returns shipping label. Then attach the label to your parcel and drop it off at your nearest Post Office.
- Return shipping costs: A flat, $10 fee for a prepaid shipping label is payable by the customer during the Returns Portal process
- Entering your order number: Your order number will start with SUPAU. Do not include the # or any other symbols
-
Don't have a printer at home? Your return label includes a QR code which can be scanned at the Post Office and a label printed for you
What's next?
Please allow time for your return to reach our warehouse. Once received, we'll process the return within 2-3 business days and notify you via email regarding your refund. Refunds will be automatically issued via your original payment method. Please allow up to 5 business days for funds to reflect in your account.
Read full article
Unfortunately, we don't offer online exchanges.
Please send your item back to us for a full refund, via our Returns Portal here. You can then place a new order for the style or size you need.
Whilst Supergas don't come in a wide-width fitting, our shoes are slightly wider compared to most casual sneakers.
Our staple shoe features a premium canvas upper which can take a few weeks to break in, however will mold to your feet with wear.
If you would like more assistance with sizing and fit, feel free to get in touch with Superga Support below.
Read full article
Here are a few steps below to help with hand-cleaning your Supergas in the safest way:
-
Disassemble your shoes. Remove the insole and laces for a thorough clean.
-
Wash the laces. Throw them in with your clothes laundry and wash on a cold setting with your regular detergent. Pro tip: place in a laundry bag or sock so they don't get lost.
-
Remove dirt from the upper and outsole. A small brush or towel works well.
-
Scrub clean. Create a soapy mixture of cold water and laundry detergent, and gently work into dirty areas using a towel or soft bristle brush.
-
Wipe down. Use a clean, dry cloth to wipe of excess soap and cleanser.
- Allow shoes to dry naturally, away from direct heat or sunlight.
While we do not recommend washing your Supergas in the washing machine, with the Cotu collection, for example, these can be machine washed with cold water.
You can wash your Cotu shoes in a pillowcase, on 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.
Please note that washing your Superga trainers is at your own risk, and we do not accept responsibility for any damage that may occur in this process.
Read full article
Afterpay allows you to shop now and pay later, always interest-free. With Afterpay, your purchase will be split into 4 payments, payable every 2 weeks.
To check if you're eligible to use Afterpay, click here.
How do I use Afterpay online?
- You will need to set up an account with Afterpay which is linked to your card or bank account
- Select Afterpay as your method of payment at the checkout
- You will be prompted to log into your Afterpay account and authorise the purchase. Your first payment instalment will be taken when you place your order.
- Once payment is confirmed, a confirmation page will appear along with your order number
At any time, you can log in to your Afterpay account to see your payment schedule and make a payment before the due date. Otherwise, Afterpay will automatically deduct the instalments from your debit or credit card every fortnight.
If you have any further enquiries regarding Afterpay, you can check out their FAQs for more information.
Read full article