Frequently Asked Questions

How long will it take to get my order?
Your order will take 5-7 business days to arrive, depending on the shipping destination. All orders are shipped from our DC in Sydney, NSW. Delivery details will be provided via email. We do not offer an express shipping service at this stage. UPDATE: Due to the current COVID-19 outbreak in Australia, there may be possible delays with Australia Post services. We do ask for your patience during this time.
Do you ship overseas?
Unfortunately we do not ship outside of Australia. However, please be sure to sign up to our membership database to stay updated on any changes to this.
What shipping carriers do you use?
We use Australia Post as our primary shipping partner, delivering to businesses and home address as well as PO Boxes and parcel lockers.
Can I track my order online?
You'll receive another email when your purchase has been dispatched including tracking information and link to follow its progress.
How much will shipping cost me?
We charge a flat rate $10 fee for all purchases under $99.95. This will automatically be added at the check out.
Do parcels need a signature when they're delivered?
In most cases parcels require a signature when they're delivered. We recommend choosing a delivery address that you're commonly at during business hours. In the instance no one is there to sign for the parcel, the delivery driver will leave in a safe place or leave a card notifying you of attempted delivery, and return the parcel to the nearest Australia Post for you to collect at your convenience. If you cannot find a parcel delivered by Australia Post, you can call them for further information on 13 11 18. Unfortunately Superga does not have authority to request this information on your behalf.
Refunds & Exchange
What is your refund and exchange policy?
If you are not satisfied with your order, please contact our Customer Service team via our Contact Us page. You can get a refund for the cost of the shoes for any reason, within 30 days of the original purchase. We do not offer exchanges. Items must be returned to us as new, with all original packaging and in a saleable condition, including the box. Do not adhere any labels or tape to the box. When an order has been placed, it is not possible to change any parts of the order. This includes adding or removing items, changing the size or colour, or changing the delivery address or method. An order cannot be cancelled once despatched. UPDATE: Due to the current COVID-19 outbreak in Australia, we have extended our returns period to 60 days in the attempt to account for any isolation our customers may need to undergo. This is valid on all purchases made from the 1st March 2020 until further notice.
Can I return my product?
We always aim to make sure our customers love our products, but if you do need to return an order, we’re happy to help. In order to return an item, it must be in the same unworn, original condition it was purchased in, including its original tags and box. To organise a return, contact us via our enquiries page including your order number in the message. All costs related to returning products are the responsibility of the customer. We do not offer a direct exchange on any items, rather we can refund your purchase and you can place a new order via the website for your desired item.
How will I be refunded if I return an item?
When your refund is processed by our Customer Service team, it’ll be returned to the same account that was listed on your order – for example, into your credit card account. It will be refunded within 3-5 working days. If it is not there after this time, please call your bank to find out why.
What if my item is faulty?
Please contact us straight away for our enquiries form, including your order number.
Can I buy a gift card?
Unfortunately we do not offer gift cards. However, please be sure to sign up to our membership database to stay updated on any changes to this.
How do I contact your customer service?
You can reach our customer service team via our Contact Us page.
How do I wash my Supergas?
While we do not recommend washing your Superga shoes, you may be able to wash our Cotu styles. The best way to wash our Cotu shoes is in a pillow case, cool wash and powder detergent (not liquid), leave laces on so you don't lose the shape of the shoe and hang to dry naturally, not on a heater. Please note that you are washing your Superga trainers at your own risk and we do not accept responsibility for any damage that may occur if the above instructions are not followed.
Are Superga shoes vegan?
Our latex glue is classified as Vegan. This means some of our shoes, such as the Cotu Classic styles, are vegan. Please note, while some of our fabrics are PU leather, we also have some styles that feature true leather fabrics. Please note, some of our Kids shoes come with an optional true leather insole. To be sure you are purchasing a vegan style, please read the product description.