In this FAQ you will find answers to these questions below:
How do I pay online?
Do you accept ecocheques? (YES)
Can I use my gift voucher also online? (YES)
How much does the delivery cost?
What is RePack and how does it work?
How quick do you deliver?
Can I return an order? (YES)
How is my data protected?
If you have other questions, please get in touch via email@example.com or +32(0)486341255. We are happy to help you out in Dutch, English, French, Spanish and even Swedish and Finnish.
Supergoods works together with environmentally friendly brands with high social, health and environmental standards and a wow factor. We love our products and hope you will like them too!
Many Supergoods products are made of natural, organic, recycled, or upcycled materials. If not, the materials have otherwise low impact on the environment, and/or they are made of (quickly) renewable resources. This way we can save the environment, and try to halt the climate change from our part.
Most of the goods are made in Europe, and hence, produced under the European environmental and social legislation. Our producers pay extra attention on ethical production. Producers elsewhere are also selected on basis of their commitment to high environmental and social standards.
Also, Supergoods provide you information about the origin and the used materials product by product. This way you can always make an acknowledged choice. Did you not get enough info on a certain product? Feel free to contact us: firstname.lastname@example.org.
We love our clients and do our utmost to deliver the best possible customer service, both in our stores and online. If you have a specific request or a problem, please do not hesitate to ask!
HOW DO I PAY ONLINE ?
Payments on our website are safe. You can use VISA, Mastercard, bank transfer, and several other options depending on where you live, or - if you live close by - pay when you pick-up at the shop. You can pick one of these options at the check out. You can also pay online and avoid shipping costs by picking up the goods at the shop. On ecocheques, see the next FAQ question.
In case you missed the info on the bank transfer payment after you checked out, here's the info you need:
IBAN BE51 8601 1733 9262
It's good to mention your order number when you transfer money, and if you can send us a proof of payment (to email@example.com), we can send you your supergoods even quicker. Please do pay within 5 working days (or contact us if you need more time), or your order will be cancelled without further notice.
CAN I USE MY ECOCHEQUES?At the Supergoods shops, we accept ecocheques for all products. Would you like to use your paper Ecocheques for an online payment? No problem, just select 'payment by ecocheques' at the check-out and we will contact you and make it happen. Electronic ecocheques are valid in all 3 brick and mortar stores.
CAN I USE MY GIFT CARD ONLINE?
Yes! Your gift voucher has a code, which can be used when you check out and which will deduct the amount of your gift voucher of the total amount. If there is a problem with your voucher code, we can help you out at firstname.lastname@example.org
HOW MUCH DOES THE DELIVERY COST?
We use RePack reusable packaging. That means that, under a certain amount, a packaging deposit will be charged. In any case, you will receive a 10% gift voucher after you return the RePack packaging (free of charge) for your next purchase, which you can also use in several other ecological web stores. This is a win-win situation for you and the environment. Read more about RePack here.
Shipping is free to Belgium from €59 during the lockdown. And in Netherlands, Luxemburg, Germany, France and the UK when the order is over 149 euros. Over 99 euros, you will be charged a RePack deposit fee of 3.5 euros.
Otherwise, you will be charged as follows:
- in Belgium: 4.50 euros shipping + the RePack deposit fee of 3.5 euros, making 8.00 euros
- in the Netherlands, Germany and Luxemburg: 6 euros shipping + the RePack deposit fee of 3.5 euros, making 9.50 euros.
- in France and the UK: 8 euros shipping + the RePack deposit fee of 3.5 euros, making 11.50 euros.
For other countries within the rest of Europe and the USA, the shipping rates are generally 12-20 euros + RePack deposit, depending on the area. Above 149 or 199 euros, depending on the area, shipping is free.
We do ship all over the world. Feel free to contact us for the shipping rates to your country.
Gift vouchers are delivered always for free. Pick up at the shop is also free.
WHAT IS RePack AND HOW DOES IT WORK?
We ship all our orders in super-sustainable bags, named Original Repack. Read all about RePack here. These cool yellow bags can be re-used up to 20 times. This way, we contribute to a waste-free world.
How does it work?
- It is very simple: Repack replaces ordinary disposable packaging.
- After receipt of your order, take the empty Repack bag and drop it in your nearest post box. This is 100% free, anywhere in the world!
- REWARD! You will receive a discount voucher by email once Repack has received your bag.
- The voucher can be used at any webstore that uses Repack (of course also in our webstore).
- If you want to return certain items from your order to Supergoods, you can use the RePack packaging. Be sure you use this return address: Supergoods, Onze-Lieve-Vrouwestraat 116, B-2800 Mechelen, Belgium. You will still get your RePack Reward voucher.
HOW QUICK DO YOU DELIVER?
In Belgium delivery times are normally 1-2 working days. International orders will take a bit more time, normally 5 days in EU. For express delivery, please contact us beforehand about express delivery shipping rates.
If a product is marked out of stock and you would like to know when it will become available again, do contact us.
CAN I RETURN AN ORDER?
If you are unhappy with the product you ordered, you can of course return it. For all return/exchange requests, just contact us within 14 days of receiving your order via email@example.com or +32(0)486341255. No refunds or exchanges will be given for packages returned without prior communication.
Of course, returns and exchanges are only accepted when the product and the labels and/or packaging are sent back in its original state. Please note that you are responsible for the product until it reaches us, therefore we advise to use an assured delivery (signature will be asked at delivery). All shipping costs for returns are to be paid by the customer and will not be refunded.
If you want to return certain items from your order to Supergoods, you can of course use the RePack packaging which you have received. Be sure you use this return address: Supergoods, Onze-Lieve-Vrouwestraat 116, B-2800 Mechelen, Belgium. You will still get your RePack Reward voucher afterwards.
Items on sale cannot be returned or exchanged.
HOW IS MY DATA PROTECTED?