Dedicated website helpline: 1 866 316 9479
Why is my size not listed?
The website automatically hides from view items and sizes out of stock on the website, so if the item or size you require is not showing, we're sold out I'm afraid. But please, either find an alternative or check back as stock levels and products are updated daily
I have seen a product but it no longer seems to be in stock
The website is designed to automatically hide from view items and sizes out of stock on the website, so if the item or size you require is not showing, we're sold out I'm afraid. But please either find an alternative or check back as stock levels and products are updated daily
Do you have a size guide?
When will you have more stock of an item?
We are not able to provide information concerning incoming items or the restocking of existing items. Our sincerest apologies for the inconvenience. But please, either find an alternative or check back as stock levels and products are updated daily
My payment has been declined
Don't worry. This can happen for a number of reasons. If you have ample funds in your account, it's most likely you entered one of the card digits incorrectly. You can also try checking 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.
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.
Is it safe to order online?
We utilise 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.
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 firstname.lastname@example.org and email@example.com to your email address book, and emails from us should come through just fine.
If you checked this and are still not getting emails, make sure you typed in the right email address when you signed up with us. Just sign into My Account (if you can remember what address you did type in), or get in touch with our customer service team, and we'll do our best to sort it out for you.
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 endeavour 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.
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 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 recognised, 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 sign-in 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.
Do I need to create an account to shop with you?
No you do not have to, you can use our express check out and not create an account. but creating an account 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.
I have just placed an order, can i amend or cancel it?
Under UK Distance Selling laws, you have the right to cancel your contract with us, within 7 working days of receiving your order, but we offer you 14 days to cancel the contract. You will need to advise us of this in writing so we can issue you with a full refund and we would ask you to return the cancelled items to us. For more details please see our returns policy section.
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, please contact our customer service team who will be happy to help you.
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 'check 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).
When will I be charged?
If your payment is authorised, the funds will be 'reserved' in your account for us and you will receive an email confirming that your order has been successful. The payment will only be completed upon dispatch of the final part of your order.
If your card is not authorised, payment will not be taken, and we'll email to let you know why your bank or card issuer wouldn't authorise the payment.
Don't despair at this stage, because there may still be something simple that can be done to get the payment authorised.
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 authorisation by both us and the card issuer, to maintain security and prevent fraud.
Cards accepted: Visa and MasterCard credit cards, Visa debit cards (Visa Delta, Visa Electron, Visa Debit), Maestro, Switch and Solo.
How do I search for a product?
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 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'll 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.