How do I return my order?
1. CHECK OUR RETURN CONDITIONS
Before booking your return online, check that your item(s) meet our return conditions below:
- Item(s) were purchased within the last 30 days and proof of purchase can be provided
- Item(s) must be unused, unwashed, or otherwise undamaged
- Item(s) are in original, undamaged packaging (shoes in original shoebox, apparel with original hang tags attached)
- Face Masks cannot be returned due to hygiene reasons
- *FINAL SALE* items (clearly marked on our website) are ineligible for returns
2. PACKAGE YOUR RETURN
Place your return into a satchel or box so that the product arrives protected and undamaged.
Do not use the original packaging as an external postage box. Any orders returned in a taped-up or damaged shoebox, taped-up or damaged original packaging, or with the label stuck to the shoebox or product itself, will be rejected and returned to sender.
3. BOOK YOUR RETURN
Once packaged safely, click HERE to book your return. Follow the prompts to pay for and print a return shipping label. 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 returns label includes a QR code which can be scanned and printed at the Post Office.
- Tracking your return: A returns tracking link will be emailed to you when you finalise your return.
Once your return arrives back with us, please allow 2-3 business days for this to be processed. You'll then be refunded via your original payment method and notified via email - please allow up to 5 business days for the funds to reflect in your account.
Please note: any shipping fees applied to original online orders will not be included in your refund, even if the whole order is returned.READ FULL ARTICLE
Can I exchange my online purchase?
Unfortunately, we don't offer online exchanges.READ FULL ARTICLE
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.
How should I package my return?
If you're returning an item via post, please make sure the original packaging/shoebox is undamaged and protected.
Satchels can be purchased at the Post Office. Alternatively, the original mailer or a reusable shopping bag can be turned inside out.
READ FULL ARTICLE
*Please do not use the shoebox as an external postage box, we require the original shoebox, unmarked and in its original condition. If your order is returned in a damaged/taped shoebox, or the label is stuck to the shoebox, your return will be rejected.
How will I receive my refund?
You will be refunded via your original payment method within 2-5 business days* of your return being processed.
Please note: any shipping fees applied to original online orders will not be included in your refund, even if the whole order is returned.
Debit or credit card
Your refund will be processed onto the card that you originally used to pay for the order. The refund will reflect in your account within 2-5 business days of your return being processed.
We will initiate your refund, and PayPal will be in touch once they have finalised your refund. For more information on PayPal refunds, click here.
When your refund is processed, Afterpay will send you an email and make the necessary adjustments to your payment schedule. For a comprehensive breakdown of refunds with Afterpay, click here.
READ FULL ARTICLE
*Please allow an additional 1-2 business days for refund processing over sales periods and public holidays.
Can I return a sale item?
Yes you can!
We will gladly accept returns of sale items, provided they meet the return conditions stated in our Returns Policy.
Click here for instructions on how to book your online return.READ FULL ARTICLE
How much does it cost to return an item?
Return shipping costs are $10, and are payable by the customer.
When booking an online return you will be prompted to pay a flat, $10 fee for a prepaid shipping label. After you've completed the return booking process, you'll receive an email containing your prepaid label to print and secure to your return parcel.
Click here for more information on booking an online return.
I believe my item is faulty?
We’re sorry to hear your Supergas may have a manufacturing fault! Depending on how you purchased your item, we advise the below.
I purchased the item from superga.com.au
Please submit your item for assessment via our Returns Portal here and choose ‘Faulty’ as your return reason. You will be prompted to provide images of the item, clearly showing the fault and product from all angles. If your item is deemed faulty, you'll be issued a full refund. Please note, we cannot facilitate exchanges online.
I purchased the item from another retailer/stockist (not directly from Superga Australia)
Unfortunately, we will not be able to assist you with a faulty claim as we will require an official Superga Australia receipt for any exchange or return. Please reach out to the original retailer for a faulty claim and assessment as your details and payment history will sit safely within their system.READ FULL ARTICLE
Can I return my Supergas if I didn't purchase directly through Superga Australia?
If you have purchased your Supergas from a third-party retailer and not directly from superga.com.au, we will be unable to assist you with a return, exchange or faulty claim.
We require, for any exchange or return, an official Superga Australia receipt.
Please reach out to the original retailer for returns, exchanges or lodging a faulty claim as your details and payment history will sit safely within their system.READ FULL ARTICLE
Can I return Superga's I purchased overseas?
Purchases made online from overseas distributors, outlets or third-party websites such as eBay or Amazon cannot be exchanged, replaced or returned by Superga Australia; we advise you to contact the place of purchase for any warranty claims.
READ FULL ARTICLE
We do not accept incorrect sizing exchanges or change-of-mind returns for overseas purchases.
Can I return my item to your warehouse in-person?
We're unable to accept returns at our warehouse or office due to OH&S restrictions.
Please follow our approved return procedures to ensure your return is processed correctly.