faqs
I have just placed an order, can I amend or cancel it?

We aim to process your order as quickly as possible which means there may be times when we are unable to change any of the details you have given us. This may include order cancellations, delivery address amendments or changing any items in your order.

If we do not receive the cancelled items back, we may arrange to have them collected at your cost. If you want to cancel your contract with us, or if you need any further assistance, please contact our Customer Service Team.

Click here for our contact information.

 
Why is my size not listed?

The website automatically hides from view items and sizes out of stock on the website. We are sorry if the item or size you require is not showing, as this this means we are sold out of that item. Please, either find an alternative or check back on the website at a later date as stock levels and products are updated daily.

We are unable to provide information on when stock will become available.

 
Is it safe to order online?

We utilize industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive information such as your name, address and other critically sensitive information like your credit card details. Information passed between your computer and our website cannot be read in the event someone else intercepts it. This technology includes the following features:

Authentication - this assures your browser that your data is being sent to the correct computer server, and that the server is secure.

Encryption - this encodes the data, so that it cannot be read by anyone other than the secure server.

Data Integrity - this checks the data being transferred to ensure it has not been altered.

 
How do I change the details on my Superdry.com account?

Once you have signed up, you'll be able to log into My Account anytime you want. This is where you go if you want to change your password, email address, or address details.

If you haven't visited us in a while, it's worth checking My Account to make sure all your details are up to date.

 
I have a discount code, how do I use it?

Type your code into the promotion code box near the top of the checkout page, and click ‘click to add promotional voucher’ to apply it to your order. If it is not applied at this point, we can't apply it to the same order later on (though you might be able to use it on a subsequent order).

 
I have seen a product but it no longer seems to be in stock

The website automatically hides from view items and sizes out of stock on the website. We are sorry if the item or size you require is not showing, as this this means we are sold out of that item. Please, either find an alternative or check back on the website at a later date as stock levels and products are updated daily.

We are unable to provide information on when stock will become available.

 
My payment has been declined

Don't worry, this can happen for a number of reasons. If you have sufficient funds in your account, it's most likely you entered one of the card digits incorrectly.

If you believe the details have been entered correctly then we would recommend you check that the details in your Superdry.com account to ensure that the billing address is the same one to which the card is registered.

If the problem persists, try entering the details of another card or contact you bank or card issuer.

 
I can't sign into my account

When you want to shop with us or access your account, we ask you to sign in. If you find that your email address or password is not recognized, please make sure you are using the same email address and password that you used when you registered with us.

If you can't remember your password, just type your email address in to the 'Forgotten your Password' box on the forgotten your password page, and you'll be given instructions on how to reset your password.

You can change your password, main email address or any of your other details at any time just by signing in to My Account.

 
How do I pay for my order?

We like to give you plenty of payment options, so you can use any of the cards listed below. We also take security very seriously indeed, so your details will be safe with us.

All credit and debit card holders are subject to validation and authorization by both us and the card issuer, to maintain security and prevent fraud.

Cards accepted: Visa, MasterCard and American Express (AMEX).

 
Do you have a size guide?
WOMEN (Size Guide)
Dress Sizes:
British8101214
US46810
European36384042
Shoe Sizes:
British2345678910
UE456789101112
European353637383940414243

MEN (Size Guide)
Jackets:
British36"38"40"42"44"46"
US36"38"40"42"44"46"
European464850525456
Trousers:
British30"32"34"36"38"40"
US30"32"34"36"38"40"
European404244464850
Shoe Sizes:
British456789101112
UE5678910111213
European383940414243444546
 
Do I need to create an account to shop with you?

You do not have to create an account to shop with us, you can use our express check out without creating an account. However, it is worth noting that by creating an account, it will make it easier for you when you return to buy from us again.

Setting up an account will allow you to order without having to fill in your details every time you shop with us. You can either sign up first, or you can start shopping and set your account up when you check out, whichever suits you best. Just follow the easy steps on screen and remember to have your payment and address details to hand. Your billing address should be exactly the same as the address to which your credit/ debit card is registered.

 
What are 'MasterCard Securecode' and 'Verified by Visa'?

MasterCard SecureCode and Verified by Visa are services that password-protect your debit card details, to give added security when you shop online. They allow you to create a password that is known only to yourself, to use every time you use your Maestro or Visa debit card online.

To register for MasterCard SecureCode/Verified by Visa all you need to do is follow the instructions next time you place an order with us. Alternatively, you can sign up by contacting the bank that issued your Maestro/ Visa card directly.

You'll be asked to come up with a password. You only need to do this once then whenever you use the card online you will be asked to enter the password when you check out.

 
When will I be charged?

If your payment is authorized, the funds will be 'reserved' in your account for us and you will receive an email confirming that your order has been successful.

If your order does not complete successfully, payment will not be taken. Please don't worry at this stage, as it is possible there may be something simple that can be done to complete the order.

 
When will you have more stock of an item?

We are really sorry but we are not able to provide information concerning incoming items or the restocking of existing items. Please, either find an alternative or check back on the website at a later date as stock levels and products are updated daily.

 
I am not receiving your emails

One of the most common reasons for this is that your email software is marking emails from us as junk mail, and is sending them to your spam folder. To stop this from happening, please add This e-mail address is being protected from spambots. You need JavaScript enabled to view it and This e-mail address is being protected from spambots. You need JavaScript enabled to view it to your email address book, and emails from us should come through correctly.

If you checked this and you are still not getting emails, please contact our Customer Service Team.

Click here for our contact information.

 
How do I sign up for the newsletter?

The easiest way to sign up for our newsletter is to set up an account. You don't have to buy anything yet, but when you do want to start shopping, this will also give you a head start.

 
I am having problems accessing or buying from your website

If you are having technical problems, please get in touch with our customer service team, who will endeavor to help you. To help us solve the issue for you, please include as many of the following details as possible:

  • Your Operating System (e.g. Windows XP, Mac OS 9.0)
  • Internet Browser (e.g. Internet Explorer 6, Firefox 3.5)
  • What page you were trying to access
  • What time the problem occurred
  • Please cut and paste into the email any error message that appeared on the screen.

If you need any further assistance, please contact our Customer Service Team.

Click here for our contact information.

 
How do I search for a product or place an order?

You can browse the website using the shop category links and the new in/ the look links at the top of the web page. Alternatively, use the drop down filtered search menus, which are accessed by pressing the search link at the top of the web page.

If you know exactly what you want, you can also just type the product name or description into our text search box. When you've found something you like, select the desired size and click 'add to bag'. You can then continue shopping or go to the checkout via the 'view shopping bag' link at the top right of the page. Then once you've checked all your details are correct, just enter your credit or debit card details*, press 'complete order' and you're done! We will send you an email to confirm your order details.

* Superdry.com uses the Verisign industry standard 256bit SSL (Secure Socket Layer) encryption technology. Your credit card details are sent directly to our card processor and are NOT stored on our server or database, so even in the unlikely event that our security was ever breached your credit card details would not be compromised.