Where is my order?
Once we have packed your order, you should receive a shipping confirmation to your email alongside a tracking number! Please paste that tracking number into AusPost's tracking website, it will give you the latest update on where your goodies are!
Why do you require my phone number?
We require your phone number at the checkout for shipping purposes! As we ship around the world, our couriers may need to contact you for various reasons!
Do you ship to the EU/UK?
We do not ship to EU with standard shipping, with the exception of UK.
We have the ability to ship to EU, however that is only limited to DHL. Our pricing does not show any of the extra fees that EU customs may charge you, which has led to a lot of confusion and unexpected extra added costs for the customer. Therefore we decided to halt shipping to Europe except for the UK.
If you still wish to order, please email us letting us know that you’re happy to pay for any extra fees that may be added to your order, and that failure to comply with your countries customs will result on your parcel being sent back to us, thus making it ineligible for refunds. Please note that DHL Shipping starts at 26usd!
All orders are delivered duties unpaid and all import taxes, duties and customs fees as well as compliance with the laws and regulations of the destination country, are the customer's responsibility.
What countries can't you ship in at the moment?
The following countries are also EXPRESS SHIPPING ONLY:
How long will it take for my order to be delivered to me?
The delivery speeds vary from country to country!
These are the estimated delivery times after we finish fulfilling your orders!
** For STANDARD SHIPPING outside Australia, please add an extra 7-18 days to the estimated delivery times**
|Location||Standard Shipping||Express Shipping|
3-7 Business Days
2-3 Business Days
|USA||10-15 Business Days||5-7 Business Days|
|Europe/UK||10-15 Business Days||5-7 Business Days|
|Rest of the World||10-25 Business Days||5-7 Business Days|
We usually take 1-3 business days to pack your order and send them out for delivery! However during new releases, it can take us up to 10 days to pack them depending on how many orders are placed.
When will my pre-order be shipped out?
If you have pre-ordered an item from our website, please read the product description for a detailed explanation about shipping estimates/production times, etc.
Each pre-order item will be produced at a different rate, so please be patient when waiting for your orders, as production times are out of our hands.
We try our best to give the closest estimate we can on when items will be ready for shipment! We also make weekly updates on our Instagram story about production, so be sure to check those for more detailed info.
Do you still do commissions?
If any of your questions weren't answered within the FAQs, then pretty please send an email to our email at: email@example.com
We always try our best to respond as quickly as possible.
Thank you so much for visiting and supporting SUPERLOVE!
Your 100% satisfaction is important for us. We offer a 30-days Return & Exchange Policy:
- If a product gets damaged or was faulty upon a delivery - we offer 100% refund.
- Timing: we have a 30-days Return & Exchange Policy, since the day item was received.
- To be eligible for a return, goods must be unopened, unused, undamaged and accompanied by proof of purchase.
- For returns, please email firstname.lastname@example.org with the subject 'Returns' and include your order number, name and the reason for the return.
- Seller will provide the customer with instructions where to send returned goods. Customers are strongly recommended to get proof of postage when returning goods to avoid "lost packages" situations.
- Please note that customers are responsible for shipping costs of returned items.
- When returned item is received and inspected, customer receives a confirmation email, notifying about the status of the refund.
- If the refund is approved, then it will be processed and a credit will automatically be applied to customer's credit card or original payment method shortly after.