delivery & returns
Delivery information

Delivery to the USA is free.

Your order will be sent from the UK using our main carrier DHL. Your order will be dispatched using the DHL Express Service and we aim to deliver to you within 5 working days.

Signing for your order

When your order has been dispatched, you will receive an email confirmation with a link so that you can track your order.

If someone is present at the time of delivery to sign for your order, it will be marked as ‘signed for’ on the tracking system.

If no one is available to sign for your order at the delivery address, information will be left informing you of how to collect it.

 
Has my order been dispatched?

We will keep you updated with information about your order.

You should receive an email notification to let you know that your order has been received and then as soon as your order is dispatched, you will be sent another email to confirm that it's on its way. This will also provide you with information to track your parcel.

 
Our Returns Policy (Internet orders only)

If you are not completely satisfied with your purchase, simply return the item(s) in their original condition within 28 days of receipt.*

*Extended Christmas Gift Returns:

Order between 1st November 2015 and 24th December 2015 and you have until 28th January 2016 to return the item(s) to us.

If you are returning a non-faulty item, then the cost of returning the item to us is your liability.

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 and attach the label, to your parcel. Both of these are included with your order. You will then need to make arrangements for the item(s) to be sent back to us at the following address:


Superdry Returns c/o
Rebound
Air City Post
153-63 Rockaway Blvd
Jamaica
NY 11434
United States


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 and the original packaging should be retained. Goods should not be soiled, torn or damaged.

 
Will I be charged customs and import charges?

There shouldn’t be any customs or import duties as we have already taken care of that for you by paying any duties in advance.

Should you experience any issues relating to this, please contact us and we will do our best to help you:

Click here for our contact information.

 
Extended Christmas Gift Returns

For an improved shopping experience this Christmas, we have extended our returns policy.

All orders placed between 1st November 2015 and 24th December 2015 can be returned up until 28th January 2016*

*Items must be returned in the same condition as received, please view our standard returns policy for more information.

 
I have received an incorrect or faulty item in my order

It’s really important to us that your order is correct and is received in the best condition. Please contact our Customer Service Team as soon as possible as we would like to resolve any issue for you straightaway.

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. SUPERDRYUSXXXXXX
The item you should have received e.g. Vintage Logo T-Shirt (and item code)
The item you have incorrectly received e.g. Icarus T-shirt (and item code)

Or

Information about what item is faulty e.g. Vintage Logo T-Shirt (and item code)
A description of the fault

We will then advise on how to proceed with the return.

Please note, that due to technical processes used, it is imperative that each individual garment's washing instructions are adhered to exactly as stated on the care label. Each garment is wash-tested thoroughly and quality-checked on each production batch prior to leaving the supplier. We cannot accept returns that have been soiled, torn or damaged due to incorrect washing.

 
How do I return goods to you?

Please complete the Returns Form and attach the label provided to your package. Both are enclosed with your order.

Please arrange to send the item(s) back to us at the following address (as stated on the pre printed label):

Superdry Returns c/o
Rebound
Air City Post
153-63 Rockaway Blvd
Jamaica
NY 11434
United States

Once your return is received in New York it will then be forwarded to the Superdry distribution centre in the UK.

Items should, wherever possible, be returned in their original packaging with the correct documentation enclosed.

It is very important that when you return an item that we know the order number to which it relates, as well as your details. Please clearly what you wish to exchange. Without these details we won't be able to take the action you require.

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 would recommend using a tracked or registered delivery service. Please keep a note of any return delivery reference numbers so you can track your order.

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 and the original packaging should be retained, goods should not be soiled, torn or damaged.

 
An item is missing from my order

If you seem to have an item missing from your order, it is worth just checking the paperwork that came with your order.

Sometimes we don't send everything you've ordered at the same time, so please check your packing note or dispatch emails to see if any of your items will be arriving separately.

If the packing note states an item should be in your parcel but it is not, please contact our Customer Service Team as soon as possible as we would like to resolve this for you straightaway.

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. SUPERDRYUSXXXXXX
Information about what item is missing e.g. Vintage Logo T-Shirt (and item code)

We will then advise on how to proceed with the return.

 
How long does the Return take?

Once your return is received in New York it will then be forwarded to the Superdry distribution centre in the UK.

Please allow 7-10 working days for your return to be processed after we have received your goods in the UK. 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.

 
International delivery

There are some countries we ship to for free.

If you would like to place an order and arrange for a delivery outside of the USA, we also offer free delivery within the UK, North America (Canada, Mexico and the USA) Australia and Europe.

For all other delivery destinations an international delivery charge is applied to your order*

When placing an order for an international delivery, please remember to check the estimated delivery date and delivery charge at the checkout.

* The order and any delivery charges applied will show in the local currency at checkout.

How we deliver to international countries

Express International deliveries are largely made using DHL, with the remainder made by Royal Mail. Standard International deliveries are largely made using DPD, with the remainder made by Royal Mail or DHL.

 
Return postage

The cost of returning the item(s) is your responsibility and we suggest using a tracked or registered delivery service.

 
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.

 
How will I know when the return has been processed?

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 registered or tracked delivery 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 or if the goods are all 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. SUPERDRYUSXXXXXX
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 need another copy of your Returns Form. Click here to download a copy and simply print it off, complete and include with your 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 change of size or color of the same item, please indicate this on your Returns Form. There are times when an exchange is not possible. If the new size/ color 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

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

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'.

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/color 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/color is unavailable we will refund your card and inform you of this by email.

Please follow this returns process: ‘How do I return goods to you?’
‘How long does a return take?’

Should you have any queries, please get in touch and we would be very happy to help.

Click here for our contact information.

 
Store Returns Policy – Store Purchases Only

If you are not completely satisfied with your store purchase we will happily offer an exchange or gift voucher within 28 days of purchase, or a refund within 14 days of purchase, providing the product is returned in the same condition as bought and accompanied by a valid proof of purchase.

Due to hygiene reasons, we are only able to take returns of underwear, swimwear and cosmetics provided that they have not been used and the packaging is not opened or damaged.

This returns policy does not cover gift cards, products bought from third parties (including concessions and franchise stores), products bought outside the UK, or personalised or altered products. Products bought online must be returned in accordance with our internet returns policy.


Promotions:

  • Buy one get one free: if you return one of the items you will receive no refund; if you return both items you will receive a full refund.
  • Buy one get one reduced: if you return only one of the items you will receive only the refund for the reduced item; if you return both items you will receive a full refund.
  • Multi-buy (e.g. buy two polo shirts for £60): if you return part of the product bundle then you will have the saving deducted from your refund; if you return both items you will receive a full refund.

This does not affect your statutory rights.