FAQs


Orders

Q) Is my order confirmed because I have not received any confirmation email/message?

A) Everyone who places an order automatically receives an order confirmation email from our end. If you have not received it, it may have directly gone to your spam folder due to your email preferences. In case it is not there in your spam folder, please email us with your customer name, registered email address, registered phone number and payment screenshot. We will resend the order confirmation email to you.

Q) How do I edit my order?

A) We can edit your order only if it has not been shipped. In that case, please email us at hello@superclan.co with the subject line - Edit Order with Order Number. You need to inform us of the changes in your order along with this email. The changes will be done in 1-2 business days.

Q) How do I cancel my order?

A) It is possible to cancel your order only if it has not been shipped. In that case, please email us at hello@superclan.co with the subject line - Cancel Order with Order Number.

Q) How do I change my registered number/ email address?

A) Please email us at hello@superclan.co with the subject line - Change Number/Email with your Order Number. You need to send us your new number/ email address along with this email. The changes will be done within 1-2 business days.

Q) How do I change my shipping address?

A) It is possible to change the shipping address only if your order has not been shipped. In that case, please email us at hello@superclan.co with the subject line Change Shipping Address with Order Number. You need to send us your updated shipping address along with this email. The changes will be done within 1-2 business days.

Q) What to do if the money has been debited but order has not been placed?

A) In case there is a failure in payment, please retry and keep the following things in mind :

-Please confirm if the information you have provided is correct i.e. account details, billing address, password and that your internet connection was not disrupted during the process.

-If your account has been debited even after a payment failure, it is normally credited back to your account within 7-14 business days. For any further queries, please email us at hello@superclan.co.

    Q) Is there going to be a restock?

    A) All our collections are limited edition. This means that once a product is sold out, it will not be restocked.

    Returns & Exchanges 

    Q) How do I place a return/exchange request?

    A) Please click Returns and Exchanges and fill in the required information to create a request. Once we approve your request, our delivery executive will come and take back the product. 

    Q) I have placed an exchange/return request. When will the product be picked up?

    A) All products are usually picked up within 1-2 business days. Please make sure that the product is in an unused condition with all tags intact in its original packaging.

    Q) When will I get my exchanged product?

    A) Once we approve your exchange request, our delivery executive will come and take back the product. Once it reaches our warehouse, we will do a quality check and then ship you the exchanged product. The exchanged product will be delivered to you within 1-7 business days.

    Q) When will I get my refund?

    A) Once we approve your return request, our delivery executive will come and take back the product. Once it reaches our warehouse, we will do a quality check and issue a complete refund for the product. The refund will be credited in your bank account within 3-7 business days.

    Shipping

    Q) When will my order get shipped?

    A) All orders are usually shipped between 2-3 business days from our end. 

    Q) When will my order get delivered?

    A) The delivery date of an order depends on the shipping address of the customer. Once shipped, it usually takes around 1-4 business days for metros and 4-7 business days for the rest of India.

    Q) How do I track my order?

    A) You can track your order only after we have shipped it. You will receive a shipping confirmation email containing the tracking information from our end. You can also track your order on the website by clicking Track.

    Q) Do you ship internationally?

    A) Yes we ship worldwide. Packages leaving India will be shipped to a regional hub and then to the destination country. Once the packages reach their destination country, they are handed over to the country's local postal service for final delivery. Please keep in mind that international orders can take up 2-4 weeks to be delivered.

    Q) Do I have to pay International Customs and VAT?

    A) For International Shipping, customs has the right to impose an additional fee or VAT. The fee varies by country and we are unable to calculate this in advance. SuperClan is not responsible for the payment of this fee. Taxes will vary from country to country, as will tax enforcement. We have found Canada and the UK to be among the countries with the strictest enforcement, unfortunately. At any rate, this is an extremely common issue for international customers. For folks that are especially upset or feel they were unlawfully taxed, we recommend they contact their customs office to file a dispute. Customs offices will have forms available where their citizens can file their dispute.