Order and payment
I can't use my welcome promo code, what should I do?
The code is valid for one month from the date of registration to the newsletter for any order over €20 (excluding packs).
If you do not receive your 10% welcome promo code after subscribing to our newsletter, please check your junk mail (spam).
Was my order successful?
When your order is validated, we will send you a confirmation email containing your order number and a summary of your basket.
You can also find the details of your order in your space .
You didn't receive the summary within an hour? Remember to check your spam folder, the email sometimes slips in there.
Otherwise, write to us at support@suuupply.com , we can check with you the status of your order.
How do I cancel or modify my order?
Orders are sent to preparation every 15 minutes so that we can deliver to you as quickly as possible. It is therefore very difficult for us to cancel or modify an order once it has been validated.
If you placed an order between Friday 2pm and Sunday 8pm, please email our customer service at support@suuupply.com , and we will do our best to intervene before it goes into preparation.
Delivery
What are the delivery times, methods, conditions and costs?
suuupply offers free delivery in France for all orders over €150.
Delivery method:
- Relay point
- Home standard
- Express
We deliver to Germany, Austria, Belgium, Bulgaria, Cyprus, Croatia, Denmark, Spain, Estonia, Finland, France, Greece, Hungary, Ireland, Italy, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Czech Republic, Slovakia, Slovenia, Sweden, and Switzerland.
Processing times, delivery and prices:
- The order processing time is 24 hours maximum (working days).
- If you order before 1 p.m., your order will be handed over to the carrier the same day.
- Delivery times and options are automatically displayed in the shopping cart.
- The amount of the delivery costs is calculated automatically based on the weight of the order.
When your order is ready to ship, you will receive a notification with your tracking number. If you do not receive this email, please check your spam or contact us at support@suuupply.com .
Damaged package
In the event of delivery of a package that is clearly and visibly damaged, we advise you that it is preferable to refuse it and write to us at support@suuupply.com so that a new package can be prepared and then shipped upon receipt of the damaged package in return.
I couldn't choose my relay point, what should I do?
If you did not see the page to choose your relay point when placing your order, do not worry, your package will be sent to the relay point closest to your address.
Once the package has been sent, you will receive an email from the carrier indicating the relay point where your package will be sent.
How do I change my shipping address?
Orders are sent for preparation every 15 minutes so that we can always deliver to you as quickly as possible. It is therefore very difficult for us to change the delivery address once the order has been validated.
If you placed an order between Friday 2pm and Sunday 8pm, please email our customer service team at support@suuupply.com and we will do our best to amend your order before it goes out for processing.
My package was not delivered to the chosen relay point, what should I do?
When your relay point is unavailable, overloaded or exceptionally closed, the carrier is forced to deliver your package to another relay point.
Unfortunately, we can no longer change the location of receipt of your package once the delivery person has dropped it off.
If you can't recover it, please write to us at support@suuupply.com so we can assist you.
I didn't receive what I ordered, what should I do?
If the item you received does not match what you ordered, click here. Enter your order number and email address and follow the instructions.
If an item is missing from your package, please email us at support@suuupply.com with the name of the missing part and your order number.
Our customer service will contact you within 24 hours (working days) to resolve this situation as quickly as possible.
Where can I find my order number?
The order number can be found on your order confirmation email at the top right and begins with #.
My item appears to be defective, what should I do?
If you have received a defective item, click here . Enter your order number and email address and follow the instructions.
Our customer service will contact you within 24 hours (working days) to resolve this situation as quickly as possible.
Where can I find my order number?
The order number can be found on your order confirmation email at the top right and begins with #.
My package was returned to sender, what should I do?
If you were unable to collect your package on time, please write to us at support@suuupply.com choosing one of these two options:
- The refund
- Reshipping the order at your expense: We will then send you a payment link. Once paid, you will receive a new shipping number from us
Please note, you will have to wait until your package tracking indicates that it is on its way to our warehouse before you can proceed with a refund or reshipment.
Return, exchange and refund
How to make a return (exchange or refund)?
To make a return (refund or exchange), click here .
Enter your order number and email address and follow the instructions.
Preparation and sending of your return package:
- Place the parts to be returned in the box of your choice.
- Print the label received following the return declaration.
- Stick the label on your package.
- Find a Chronopost relay point to drop off your package.
Where can I find my order number?
The order number can be found on your order confirmation email at the top right and begins with #.
Would you like to receive your new package at a different relay point than the one you initially chose?
As part of an exchange, if your new package should not be shipped to the initial relay point, write to us at support@suuupply.com .
What are the return conditions?
After receiving your order, you have 14 days to return your items to us.
We accept returns only if the items are intact, in their original packaging and if they have not been washed or worn.
Are returns chargeable?
In the event of an exchange, the return and resending costs of the new order are completely free.
For a refund, they remain the responsibility of the buyer. However, we will provide you with a return voucher at a preferential rate (minimum delivery price per country). The amount of this will be deducted from your refund.
Can I drop off my package directly at your return address?
Our return address is a warehouse that is not authorized to receive the public.
For this logistical and security reason, all returns must be sent by post.
To obtain a return slip, click here .
When will I receive my refund or exchange?
Once the package is received in our warehouse, your refund or exchange will be made within a maximum of 8 days.
For a refund, please allow approximately 5 additional business days for it to be visible in your account.
You will receive an email when the refund has been processed.
For any further questions, please contact us at support@suuupply.com