DELIVERY

How can I track my order?

As soon as your order has been dispatched, you will receive an email to confirm. This email will contain a 'Track My Parcel' link which you can use to track your order.

If your order has been split into more than one parcel, you will receive a seperate dispatch confirmation and tracking link for each parcel sent.

It can take the carrier between 24-48 hours to update the tracking information in their system after you have received the shipping confirmation email. If there is no information displayed in your tracking link, please check again later.

Why haven't I received my order?

You will have had an estimated delivery date at the checkout and an order confirmation email to reflect this.  Please check your dispatch email to see the tracking information for your parcel(s), it is possible that your parcel has been left in a safe space or with a neighbour, this should be stated on your tracking information.  If there has been no movement in your tracking for 5 days, please contact us.

What can I do if there is something missing from my order?

If your parcel does not contain your entire order, please check the paperwork enclosed to see if the items you have received correspond with your invoice as some orders are split by our warehouse. Some products may arrive separately to the rest of your order depending on which warehouse they have been shipped from.

If the packing note states an item should be in your parcel but it is not, please contact us.
Please note full investigations into missing item can take 5 working days.

Why has my order not been dispatched?

This could be because we are currently replenishing our stock. If the item becomes available it will be dispatched as soon as possible and you will receive a confirmation email. If stock is no longer available your order will be cancelled.

Why haven't I received a dispatch email?

Please check for the email in your spam folders of your inbox. You can also view your dispatch notifications by logging into your Superdry account.

If you have not received a notification and your account does not show that your order has been dispatched after 24 hours, please contact us.

What can I do if I have not received a calling card?

Please check the tracking information you received by email to see if there are any further details about your parcel.

If your parcel has been left in a secured location, please check your outbuildings, porch, back garden, and with any other residents of your property. It is possible that a neighbour has taken delivery of your parcel and this should be stated on your tracking information.

If you still cannot locate the parcel 24 hours after the tracking shows it has been delivered, please contact us.

What do I do if my calling card doesn't have any details?

Please check the tracking information you received by email to see if there are any further details about your parcel.

If your parcel has been left in a secured location, please check your outbuildings, porch, back garden, and with any other residents of your property. It is possible that a neighbour has taken delivery of your parcel and this should be stated on your tracking information.

If you still cannot locate the parcel 24 hours after the tracking shows it has been delivered, please contact us.

Why haven't I received any confirmation emails?

All notification emails are sent to the email address that has been used to place the order, if the email address was entered incorrectly you will not receive the email. Please also make sure to check your spam folders of the email address.

If you still have not received any emails please contact us.

 

Why has my order been cancelled?

We are sorry if we’ve been unable to fulfil your order. Once an order is received it is entered into our dispatch database, however on rare occasions the stock for your order may no longer be available and may result in the order being cancelled. You should not be charged for orders that have been cancelled and if you believe that you have been charged, please contact us.

Please note that we are unable to offer alternative items, therefore if the product is no longer be available, the item will be cancelled from your order. If the order/item was part of a promotional offer this could result in the promotion no longer applying to your order.

Why haven't I received my order?

You will have had an estimated delivery date at the checkout and an order confirmation email to reflect this.  Please check your dispatch email to see the tracking information for your parcel(s), it is possible that your parcel has been left in a safe space or with a neighbour, this should be stated on your tracking information.  If there has been no movement in your tracking for 5 days, please contact us.

What can I do if I have received someone else's order?

If you have received an incorrect order, please contact us as soon as possible.

What can I do if my parcel has arrived damaged?

If the contents of your parcel are damaged or there is anything missing from your order, please contact us.

 

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