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FAQs

 

 

* Soft Launch *

For our soft launch period, you can enjoy frequent discounts and promotions. We are also testing our price points so now is the time to enjoy a low price on quality goods!

As our first followers, we appreciate your savvy support in spreading the comfy clothing movement with SUPESU!

There may also be frequent updates and adjustments to the way we operate. Please come back to check our website or subscribe to our email list for any updates.

We also welcome your feedback. Let us know how we can better contribute to your comfort!

We are aiming to have our soft launch promotion last up until we launch our Spring Summer 2021 collection! Stay tuned ~

Great! Be a part of our growth and let's develop this together.

You can reach out to our comfort officers here. We would love to hear your experience, so we can do our best to ensure you are happy and comfy ~

Sizing

Our sizing for our current collection is based off of Asian market standards.

If you are located in the US or Canada, our sizes are generally one size smaller than what you would normally purchase.

For example,

1) Someone who is a SIZE XS would purchase a SUPESU item in SIZE S.

2) Someone who is a SIZE S or M in North America can opt for a SIZE M.

However, all our styles are designed to be loose, so you can choose how tight or loose you want your fit to be ~

Yes! You can find the appropriate sizing chart for each product on their respective product pages.

Be sure to have a look at it carefully before making your purchase!

Products

Our fabrics are reeeeeeally soft :)

We believe that COMFORT IS KEY. We go the extra mile to provide you with the best comfy experience while keeping our prices affordable. #SUPESU #spreadthecomfort

Our clothes are currently made in family-owned factories outside of Shanghai and is produced with high ethical standards.

Our factories are Oeko-Tex certified meaning that it contains no harmful chemicals.

Orders + Shipping

Once your order has shipped, you’ll receive a shipped order confirmation email with a tracking number. If you have any questions, you can reach out to our comfort officers here!

During our soft launch period, we will be testing out our delivery routes to the US, Hong Kong, South Korea, and Vietnam : )

Nov. 26, 2020 Update:

Due to covid, we will be temporarily halting deliveries to Canada, Singapore, and Australia. Previously delivered orders will arrive as planned.

For our new supporters in these countries wishing to make a purchase, we offer our sincere apologies. Please stay tuned!!

$3 USD flat for USA

$7 USD flat for all other designated delivery countries (Hong Kong, South Korea, Vietnam).

A special rate for our soft launch, just for you ~

( Nov. 26, 2020 Update:

Due to covid, we will be temporarily halting deliveries to Canada, Singapore, and Australia. Previously delivered orders will arrive as planned.

For our new fans in these countries wishing to make a purchase, we offer our sincere apologies. Please stay tuned!! )

Standard delivery times are from 10-14 days.

Due to Covid, standard delivery times may take up to 3 weeks or more given that each country's border customs will need to inspect individual packages upon arrival.

In the next few months, we will be testing out faster shipping channels for the US.

Thank you for your patience!

We will be sure to let you know of any updates. Please be sure to subscribe to our special email list ~

For non-US customers, let us know if you would like faster shipping options in your country by sending us some feedback here.

Payments

Yes! Customers located in the selected countries for our soft launch will be able to pay in their native currencies.

You can adjust to your native currency at the bottom right section of the footer of every page. Just scroll down ~

For questions, feel free to reach out to our comfort officers here.

In most cases, your credit card provider will not charge you a "foreign merchant fee" if you pay in your respective currency.

However, there may be some banks that charge a 1-2% foreign merchant fee. Such banks collect a conversion fee for handling transactions in another currency. SUPESU is not responsible for any fees.

For US customers only, if you would like to avoid this fee, you can try to check-out using Paypal.

Disclaimer: During our soft launch period, SUPESU will only be accepting the currencies of our designated delivery countries. These currencies can be found in the currency selector at the bottom of our website.

For larger sized orders, customers will be responsible for paying any fees that may be incurred by customs or general sales tax on their purchase.

Different countries have different tariff limits. It can range from purchases valuing over $400-800 in your respective currency before customs will require you to pay import tax or sales tax such as HST, GST, VAT that can range from 5-10% or more.

For specifics, please be sure to check with your country's import rules when purchasing from overseas. SUPESU is not responsible for any additional fees required by your country.

Exchanges + Returns

Customer's will need to obtain a returns approval email from SUPESU's customer service team within 2 weeks of receiving their item or earlier.

This would be the two week period before or after you receive your delivered goods confirmation email from us.

All returns need to be approved via our customer support email before we can process your exchange, return, and/or refund.

For returns and refunds during our soft launch period, you can contact us here with your initial returns request. Please fill out the following email subject:

Email Subject: Your Order #_Exchange or Returns Request

We will review your request promptly and ask you to send us your picture and/or video proofs.

If your request is processed successfully, we will promptly send you an approval confirmation.

Customer's will need to obtain a returns approval email from SUPESU's customer service team within 2 weeks of receiving their item or earlier.

This would be the two week period before or after you receive your delivered goods confirmation email from us.

All returns need to be approved via our customer support email before we can process your refund.

At this moment, all returns will need to be shipped to our warehouse based in Shanghai, China at the customer's expense. The warehouse location will be provided upon your returns approval.

Your full order refund will be processed once we receive your return.

To avoid the returns process, please be sure to reach out to us before your purchase! We are happy to answer your questions, especially when it comes to sizing!

For any further questions, you can reach out to our comfort officers here.

A refund will be processed once we have sent out your Returns Requested Approval and received your returned item. (Please see "I've submitted for a return, what next?" section in our FAQs)

A refund can only be sent to your original payment method.

If you no longer have access to that payment method, then you need to contact your bank or agency for the original payment method to claim the funds after the refund is sent.

A refund may take up to 10-20 business days to be credited back into your account.

More Questions?

You can reach out to us through email here or DM us on instagram @supesu_official

We will get back to you as soon as we can ~

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