Refund policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at support@sup-one.com
Shipping Policy
🚛 Free Shipping
SUPONE offers free standard shipping with a delivery time of 7-12 business days. (Weekends and holidays are not counted.)
📦 Shipping Delays During Peak Seasons
During Black Friday, Christmas, and Three Kings' Day, shipping times may be longer due to high demand and order volume. We appreciate your patience and understanding.
Estimated Delivery Time
All orders are processed within 24-48 business hours. Orders placed on Friday, Saturday, or Sunday will be processed on Monday. Once your order has been processed, you will receive a notification when it leaves our warehouse.
In some cases, delivery times may be adjusted individually between both parties. If customs clearance is required, the delivery time may be altered, and the customer will be notified accordingly.
How Can I Track My Order?
When your order is shipped, you will receive an email with a tracking number. This number allows you to track your shipment in real time.
To track your order, follow these steps:
- Once you receive your tracking number, click on the "Help Center" or "Track My Order" link. This will take you to the tracking page.
- Enter your tracking number or order number on the tracking page.
If there are any delivery issues, the nearest pickup location will be displayed along with a contact number. If you need more information, feel free to contact us via email at support@sup-one.com
📌 Please note that we only respond to text messages (we do not accept calls).
Do You Have a Physical Store? Can I Pick Up My Order?
No, we do not have a physical store. We operate exclusively online and do not offer warehouse pickups.
Returns & Refunds
We accept returns within 15 days after delivery if the item is unused and in its original condition.
📩 Contact us at support@sup-one.com within 15 days of receiving your order. Provide your order number to start the return and refund process.
If your order arrives damaged, please email us as soon as possible at support@sup-one.com with your order number, along with photos and videos showing the item's condition.
For further questions, feel free to contact us via email at support@sup-one.com
📌 Please note that we only respond to text messages (we do not accept calls).
For more details, please read our Refund & Return Policy.
. Please note that returns will need to be sent to the following address: Carrer Escoles 19 AVDA.COSTA BRAVA 136 NAVE 1 Postcode 08380 Malgrat de Mar, Barcelona SPAIN
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at support@sup-one.com
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@sup-one.com