VICTIM OF FRAUD - WHAT TO DO?
Please contact us immediately on email@example.com
to cancel your orders and so we can follow your case closely. We also recommend that you contact the proper authorities and your bank to block the card that has been used.
WHEN CAN I EXPECT TO HEAR BACK FROM YOU?
We do our very best to get back to you as fast as possible. You can expect to hear from us within 72 hours although we strive to give you an even faster reply. During summertime and public holidays, it may take a little longer.
WHERE DO I SEND MY FEEDBACK?
If you have feedback then we would love to hear you out. Your feedback is very important for us whether is it about product ideas, or something we can improve on. You can give us feedback directly to firstname.lastname@example.org
WILL I HAVE TO PAY ANY ADDITIONAL TAXES OR DUTIES?
While we do our best to avoid passing on additional taxes or duties to international customers, occasionally there are additional taxes and duties charged on international orders without our control. We are unable to cover the cost of these cases.
WHAT SIZE DO I NEED?
Please use our size guide
to find the size that you need. You can find a link to the size-chart on all of our product pages. If you still have questions regarding your size, please do not hesitate to contact us on email@example.com
WASH AT 30 OR 40 DEGREES?
We strongly believe that all steps, even the small ones, help to save our environment. Your garments will be just as clean at 30 to 40 degrees with appropriate washing powder as it will be with higher temperatures. Each time when you wash your clothes think about your contribution to our environment. Our advice: Only wash your clothing when it is necessary, use a good detergent and wash with the lowest degree possible. Our garments are robust so you should not worry if you prefer to wash them at 60 degrees.
WHAT'S YOUR PACKAGING LIKE?
The waste of packaging materials is enormous and it will stay around for a long time, polluting our world. We won’t contribute to more plastic ending up in our ocean and nature. That is why we send you 100% recycled paper bags (Belgium and Netherlands) or 100% bio-degradable bags (Europe and International). We encourage you put the paper in the right container and to reuse the envelope for your next parcel to help save the environment.
IS THE SILVER YOU USE NANO SILVER?
No, we don’t use Nano Silver in/on our products. The technology we use is a polyamide fiber coated in Silver, which makes it permanent. The Silver will not end up in water, or on your skin. It is perfectly safe to wear.
HOW LONG CAN I WEAR BAMBOO AND SILVER WITHOUT SMELLING?
The effect of Bamboo and Silver can vary from person to person, depending on how much and how strong our body odors are. Technically you can wear our products for over 1 week without washing. However, body hygiene is a very personal matter. So where one person can wear our clothes for a month without having the need to wash, others might feel the need after just a few days.
After awhile (3 to 5 days) your socks will be containing a lot of dead skin cells and dust and those start smelling.
HOW DOES IT COME THAT MY SHOES AND SOCKS STILL SMELL?
The Silver in our socks is taking care of the bacteria and fungi on your feet. The odours that are stored in your shoes will not be removed by our socks.
If you have been wearing your socks for a long time then also your shoes will start smelling fresher.
WHY BAMBOO AND SILVER?
Silver is made from a polyamide fiber coated with Silver and spun together with bamboo. The Silver is knitted into products and does not disappear over time. The effect of the Silver is tested to last longer than the lifetime of the textile products. It works this way: when Silver is experiencing a little moisture, it will release Silver ions. These ions will kill bacteria on the surface of the fabric and prevent new bacteria to grow.
WHY VISCOSE (BAMBOO CELLULOSE)?
As mentioned earlier Bamboo yarn is created very similar like paper. There are 2 ways of creating Bamboo yarns from Bamboo trees. The first is a mechanical route. This is an expensive process and it gives very short staple fibers which is not ideal for textiles. The second method is the chemical route. The process is the same as for paper production. Any yarn created through the chemical route needs to be named viscose (bamboo). 90% of the textiles on the market have a incorrect labelling. In our thrive to build an honest relation with our customers we follow to the European legislation.
CAN I BE ALLERGIC TO SILVER?
To us it would be very rarely even none existing. In the past 25 years no cases have been reported. Our products contain silver yarn that is produced with 99,99% pure Silver. When a person gets allergic to Silver jewellery then this is not due to the Silver but because of the other metals in the Silver jewellery. Silver objects are alloys. The other metals can be Copper, Tin and Nickel. These last two cause many allergic reactions.
WILL METAL DETECTORS STOP ME?
No, this is no problem at all. Our Silver material is fine enough not to be noticed by the detector. So you don't have to worry because of hidden metals.
PAYMENT, SHIPPING AND RETURNS
CAN I PAY WITH ANY CREDIT CARD?
We accept all major debit and credit cards including Visa, MasterCard and American Express. WHEN DO I RECEIVE MY REFUND? If we have refunded you it will normally take between 1-7 days before the amount is visible on your account. DO YOU SHIP TO MY COUNTRY? Yes! We ship to your country. We actually ship to all countries. We even ship free above a certain amount.
Local pickup is always at the following address:
CAN I TRACK MY ORDER?
Yes, all orders will receive a tracking number on the registered e-mail after the product has been packed and shipped. You can track your package here: suprgoods.shipping-portal.com
or contact firstname.lastname@example.org
if you haven’t received a tracking number.
I HAVEN'T RECEIVED MY ORDER?
If you haven’t received our order within the estimated delivery, please contact us on email@example.com
to make sure we have your correct address. Please keep in mind that it can take up to 3 working days for deliveries within Belgium and up to 7 working days for deliveries within Europe.
HOW DO I RETURN A PRODUCT?
If you would like an exchange, or return your goods, then please fill out our returns form found here
. Purchased goods must be returned within the original packaging, and they must be unworn.
All face mask sales are final for sanitary and safety reasons. Face masks cannot be returned, even if unopened.
Please return the parcel to:
Please add a note stating your order number. After completing the return wizard, we will complete your return or exchange once the parcel has arrived at the address above. The estimated turnaround time is 14 days from the day that we receive the returned goods. The product must be returned in the original packaging. You will receive a return label and the return costs are the responsibility of the customer.
MY PRODUCT IS DAMAGED. WHAT TO DO?
If your product has been damaged please contact us at firstname.lastname@example.org
and follow the steps below:
- Please provide us a short description of the problem: when, where, why.
- Please take 4-5 pictures that show the problem from more than one angle.
- We will get back to you as soon as possible.