My Order

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My Order

Any orders placed with Supertrend.co.uk will be prepared either by our warehouse or suppliers who handpick, pack and dispatch the products on our behalf to our customer’s address. You enter into a contract with Supertrend.co.uk when you purchase any of the products listed on our website. We may use drop shipping method to dispatch some of the products directly from our suppliers and/or manufacturers. We are an ambitious firm wishing to bring a large range of products together in one platform for convenience.

Our team is always here to assist all our customers as best as we can. It is a pleasure to keep our customers happy and you can rely on us to deliver a quality service.

If you believe that you may have made a mistake and purchased anything by accident, you can cancel your order within 60 minutes and reorder again. It takes our systems a short while to be processed. You do not need to panic. You can always track the process of your order on Your Orders page. If in doubt, contact one of our representatives and they will be more than happy to assist you further.

 

. How to cancel an order?

If you believe you made an error and placed an incorrect order, you would have 60 minutes to act and cancel your order. Your order would not have been processed by then and you can reorder again or have a full refund right away.

 

Unfortunately, if the cancel option is no longer visible, this may mean the order has already been processed and you may need to contact customer services to check this.

 

. How can I cancel my order?

You may cancel your order by signing into your account. Simply find your order in “Your Orders” section, click on “view order details” and click on “cancel” if this option is visible and confirm your wish to cancel your order. You will receive a cancellation email confirmation shortly.

If you have placed an order as a guest and have no account with us, this may not be as easy as described above because you will not be able to locate such order. You will need to contact a customer advisor.

 

The payment of your order will be taken from your payment account as soon as you purchased your product. The amount will not reach our business account for another up 5 working days. If you cancel your order, we will issue a full refund but similarly it can take up to 5 working days as this is out of our control.

 

. How can I amend my order?

You can change your billing and/or delivery address within 60 minutes of ordering your product. Please contact a member of the team for further assistance if you are not able to do this because it has been a while or the order has been processed and you are no longer able to do amend this.

 

. My order is cancelled but I haven’t received any confirmation

Our team may be dealing with a high number of enquiries, please allow some more time as you would receive the confirmation email. If it has taken longer than 24 hours, there may have been a glitch and you must contact a customer relations representative to seek further advice.

 

. Is it normal that I haven’t received a receipt for my order?

Your receipt will be included in the email confirmation you receive. Please contact the customer relations team if this is not the case and they will be more than happy to assist.

 

. Why has my order been cancelled?

It may be that there are not sufficient funds or limit on your payment card and the payment didn’t go through, there may have been suspicious activity on your account and our team is investigating this – this is for the security of you and all our other customers, or it may have been a system error which prevented the payment to be successfully completed. In any case, please contact one of our customer services team members who will be able to monitor this and assist further.

 

. Why is my order not visible in my account?

Please allow some more time as it will be available in your account in “Your orders” section. Please contact us if this is not the case in the next 24 hours.

 

. Why have I been charged twice?

There may have been an error in the system whilst the payment was being completed. Please contact our team and they will be able to check the payments and resolve this by issuing a refund or voiding the duplicate transaction immediately.

 

. I had an error when completing the payment, was my order successful?

Please do not refresh the payment page again and allow some time. Check your account and “Your orders” section to see if the order is visible. Check with your bank to be sure if the amount has been charged. If all else fails and you are in doubt, please contact us and our team will check this for you to resolve the issue as soon as possible.

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