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FAQs

Shipping and Delivery

Delivery times vary depending on the destination and the shipping method selected.

• Standard Delivery: Typically arrives within 1-2 business days.

• 3 Hr Express Delivery: Typically arrives within 1-3 hours from time of placing order

• International Australia Delivery: Typically arrives within 1-3 business days.

• International Rest of the world Delivery: Typically arrives within 2-7 business days.

When do orders get dispatched?

Orders placed on weekdays before 1 PM NZT will be dispatched the same day. 

Orders placed on weekdays that fall after 1 PM NZT we will do our best to get out the same day otherwise will be shipped the following day. 

Orders placed on Friday after 1 PM NZT and over the weekend will begin processing for shipping first thing the following Monday.

Domestic Shipping: We offer free standard shipping via NZ post on orders over 100 otherwise 6.95 
Evening delivery between 6pm - 9pm shipping via Pace for 10.
Express 3 hour delivery via Render 20 

Australian Shipping: We offer free standard shipping to Australia on orders over 150 otherwise 10
Express delivery via DHL 12.95

International Shipping to rest of the world: International shipping cost is calculated in the check out

Unfortunately, we do not ship to the following countries:

Afghanistan, Åland Islands, Albania, Algeria, Andorra, Angola, Anguilla, Antigua & Barbuda, Argentina, Armenia, Aruba, Ascension Island, Azerbaijan, Bahamas, Bahrain, Bangladesh, Barbados, Belarus, Belgium, Belize, Benin, Bermuda, Bhutan, Bolivia, Bosnia & Herzegovina, Botswana, Brazil, British Indian Ocean Territory, British Virgin Islands, Bulgaria, Burkina Faso, Burundi, Cambodia, Cameroon, Cape Verde, Caribbean Netherlands, Cayman Islands, Central African Republic, Chad, Chile, Christmas Island, Cocos (Keeling) Islands, Colombia, Comoros, Congo - Brazzaville, Congo - Kinshasa, Costa Rica, Croatia, Curaçao, Cyprus, Czech Republic, Côte d’Ivoire, Denmark, Djibouti, Dominica, Dominican Republic, Ecuador, Egypt, El Salvador, Equatorial Guinea, Eritrea, Estonia, Eswatini, Ethiopia, Falkland Islands, Faroe Islands, Finland, French Guiana, French Southern Territories, Gabon, Gambia, Georgia, Germany, Ghana, Gibraltar, Greenland, Grenada, Guadeloupe, Guatemala, Guernsey, Guinea, Guinea-Bissau, Guyana, Haiti, Honduras, Hungary, Iceland, India, Indonesia, Iraq, Isle of Man, Israel, Italy, Jamaica, Jersey, Jordan, Kazakhstan, Kenya, Kiribati, Kosovo, Kuwait, Kyrgyzstan, Laos, Latvia, Lebanon, Lesotho, Liberia, Libya, Liechtenstein, Lithuania, Luxembourg, Macau SAR China, Madagascar, Malawi, Maldives, Mali, Malta, Martinique, Mauritania, Mauritius, Mayotte, Mexico, Moldova, Monaco, Mongolia, Montenegro, Montserrat, Morocco, Mozambique, Myanmar (Burma), Namibia, Nauru, Nepal, Netherlands, Nicaragua, Niger, Nigeria, Norfolk Island, Macedonia, Norway, Oman, Pakistan, Palestinian Territories, Panama, Papua New Guinea, Paraguay, Peru, Philippines, Pitcairn Islands, Portugal, Qatar, Réunion, Romania, Russia, Rwanda, San Marino, São Tomé & Príncipe, Saudi Arabia, Senegal, Serbia, Seychelles, Sierra Leone, Saint Martin, Slovakia, Slovenia, Solomon Islands, Somalia, South Africa, South Georgia & South Sandwich Islands, South Sudan, Spain, Sri Lanka, St. Barthélemy, St. Helena, St. Kitts & Nevis, St. Lucia, St. Martin, St. Pierre & Miquelon, St. Vincent & Grenadines, Sudan, Suriname, Svalbard & Jan Mayen, Switzerland, Taiwan, Tajikistan, Tanzania, Thailand, Timor-Leste, Togo, Tokelau, Trinidad & Tobago, Tristan da Cunha, Tunisia, Turkey, Turkmenistan, Turks & Caicos Islands, Tuvalu, U.S. Outlying Islands, Uganda, Ukraine, United Arab Emirates, Uruguay, Uzbekistan, Vatican City, Venezuela, Vietnam, Wallis & Futuna, Western Sahara, Yemen, Zambia, Zimbabwe

Receive your order within 3 hours.

3 Hour Delivery is available for customers within a 10km radius of our store locations for $20.

*Available Monday - Sunday. Orders must be placed before 2pm to receive within the 3 Hour delivery window.

Orders placed outside of the specified time will be delivered the next business day.

FAQ’s

HOW DOES 3 HOUR DELIVERY WORK IN-STORE?

Give your local store a call before 2pm to place your order and receive it within the next 3 hours. Find your nearest store here.

IS THERE DELIVERY ON THE WEEKENDS?

Yes, on demand 3 Hour Delivery is available Monday to Sunday, including public holidays (excluding Easter and Christmas).

WHAT HAPPENS IF I ORDER AFTER THE CUT OFF TIME?

Your order will be delivered the next day by 12pm.

WHERE ARE YOUR STORE LOCATIONS?

Delivery is only valid for locations within 10km of our Superette Store locations. Find your nearest store here.

HOW MUCH DOES 3 HOUR DELIVERY COST?

All online orders using the 3 Hour Delivery service at checkout will be $20.

WHICH COURIERS DO YOU USE FOR 3 HOUR DELIVERY?

All 3 Hour Delivery orders are delivered by our partner Rendr.

CAN I CANCEL MY ORDER ONCE IT HAS BEEN PLACED USING 3 HOUR DELIVERY?

Once an order has been placed, we will not be able to cancel the order. If you have any questions, please contact: Email: [email protected] | Phone +61 1300 697 363

WHAT DO I DO IF MY ORDER IS NOT DELIVERED WITHIN THREE HOURS?

In of rare occasion that your order may be delayed and it is after operating hours, please contact the helpful Rendr customer care support team on the contact details below:

Email: [email protected] Phone +61 1300 697 363

WHAT IF I WANT TO ADD MORE ITEMS TO MY ORDER?

Call your nearest Superette Store and they’ll be more than willing to help. Once your order is placed, there is no guarantee that more items can be added to your order.

DO I NEED TO BE HOME FOR MY ORDER TO BE DELIVERED?

Please make sure someone is there to collect your parcel at home or at work to ensure you receive your order within 3 hours.

We will do our very best to deliver your orders to you in the time frames provided. Due to the nature of sales and promotions we can get a backlog of orders to be picked and packed but we will do our best to keep you informed of these delays. We pride ourselves on speed so if there is a delay it will be 24 - 48 hours max. We will update the websites announcement bar and send out shipping updates so you are aware of the delays and can contact us with any issues.


Any queries or concerns on receiving your order can be directed to support@superette.co.nz, using our instant chat online or via phone: +649 360 2362.


Unfortunately we are unable to deliver to PO boxes as we require a signature upon delivery. Please be sure to provide us with a physical address when placing your order.

Yes, you can change the shipping address after placing an order as long as the order status is unfulfilled. Please contact us with the new address details, and we will update it for you.

Returns

Once your order is placed, we are unable to make any amendments to the payment method or items on your order. Please be careful in reviewing your items before completing your purchase.

Order cancellation requests may be made through our web chat within one hour of the order being placed. Any request received after that we will attempt to change but cannot guarantee cancellation if your order is already processing with our team.

Once an order has been shipped it cannot be cancelled and the item must instead be returned to us in accordance with our Returns Policy.

Returns must be initiated within 21 days of receiving your order. Items must be unused and in the original packaging.


Return by courier

Reach out to our customer support team at [email protected] or phone +6493602362 to initiate the return process with your order number and details about the item you wish to return. Drop off your return at a NZ Post location or your preferred courier service


Return in store

You can visit any of our retail stores and present your order confirmation or packing slip as proof of purchase. All items must have the original tags attached.


Refund process

Upon receiving the returned item, we will inspect it to ensure it meets our return policy criteria. If the return is approved, a refund will be processed to the original payment method.


Non-Returnable items

Certain items may not be eligible for return due to hygiene, final sale, or other reasons. These items will be clearly marked on the product page.

Of course, there are a few ways to do this

Follow our normal return process, send the item back to us and we can process the exchange for the size, colour, product you prefer and send it back out to you.

or

Just pop into any of our locations with your name, order number, and item to return, and our team will take care of the rest!


Just a reminder the on the below

  • Items must be unused with tags and original packaging. Footwear: Please return in the original box.
  • Sunglasses & Jewellery: Must be in the original case and box.
  • Sale Items: Can be exchanged or returned for store credit- no refunds. 
  • Final Sale: Marked as "Final Sale" or 50% off- These are non-returnable and non-exchangeable.

My orders

Once your order is placed, we are unable to make any amendments to the payment method or items on your order. Please be careful in reviewing your items before completing your purchase.

Order cancellation requests may be made through our web chat within one hour of the order being placed. Any request received after that we will attempt to change but cannot guarantee cancellation if your order is already processing with our team.

Once an order has been shipped it cannot be cancelled and the item must instead be returned to us in accordance with our Returns Policy.


While we do our very best to send your order all together, sometimes one warehouse cannot fulfil a full order and so we need to create a split shipment between two warehouses.

If this is the case, don’t be alarmed! You should have been sent two separate shipping emails with both tracking numbers, be sure to check your inbox for these or simply get in touch if you have any concerns! If you have further questions, please email [email protected] or call +6493602362

Eek! Not what we like to hear, but not to worry! If you are accidentally sent the incorrect item, please let us know straight away! We will do our best to get the correct item out to you within 24 hours and will include a returns courier bag so you can send the wrong item back to us at no expense. You can also pop in store with your incorrect item and they can source the correct item for you. Please be aware all tags must be attached and the item must be unworn to be approved straight away. Don't hesitate to Live Chat us, email us at [email protected] or phone us +649 360 2362 if this happens.


We have pre-ordering available online where an order can be placed in advance before the style lands in our warehouse. Keep an eye out for any items marked as ‘pre order’ and the ETA date and make your purchase online as normal. Once the style arrives in our warehouse our team will ship your order right away and you will be the first to receive it. You will be notified of your tracking number via email.

If you did not receive an emailed receipt for an in-store purchase, don't worry, you can log into you online account, navigate to Profile > Order history > Orders

or 
don't  hesitate to contact us with your purchase details. We can provide you with a copy of your tax invoice for your records.

Please track and trace your return parcel to confirm it has been delivered to us at Superette. Once confirmed, we can reach out to our returns team for an update. All returns parcels are actioned within 48 hours upon arrival, and you will receive an email confirmation when the process is complete.

Contact Us

We want to hear from you!

We love to hear what you have to say here at Superette, and are always looking at improving the customer experience.

So, let us know how we did! Every bit of feedback counts to help make your next experience the best it can be!

For general feedback please contact: [email protected] or [email protected].

If you have a question about any aspect of your order or if you would like to know more about a product on our website, our customer service team are happy to help. Our team is on hand to assist you at any stage of your order. We endeavour to respond to you instantly for any queries you have on placing an order with Superette online. However if you contact us outside of business hours you can expect a response first thing the next business day.

Our office hours are Monday – Friday from 9am – 5:00pm GMT + 12

Email us at: [email protected]

Phone us: +649 360 2362 during business hours (Monday - Friday 9am- 5:00pm GMT + 12)

Live Chat: Use the Live Chat feature on the website to instantly engage with a team member during our chat hours below.

  • Monday - Friday 9am to 5pm

Stockist and Buying enquiries

Think that your brand is the right fit? For all buying and brand enquiries please contact: [email protected] If we think your brand could work for us, our buying team will be in touch!

Want to work with us?

Join the Super Fam!

We want YOU! We're always keen to hear from passionate, creative and driven individuals who are eager to join the ever-expanding Superette team.

Whether it's the latest trends and fashion, serving customers or innovative ideas and web technologies that excites you most - we'd love to hear from you.

As a growing company, we are always on the lookout for talented people to join our team.

Even if we are not currently advertising the position that you are looking for today, we may be tomorrow.

There are a number of ways that you can keep up-to-date with new opportunities as they happen. We encourage you to Connect as well as follow Superette on social media where we actively share career opportunities.

For current job opportunities please visit our careers page here

For all press and media enquiries please contact the Superette PR team on: [email protected]

We sure can! 

For our Special order process, our buy team will pop in a request with our supplier to see if they have stock available in the item you are after.

Once we hear back from our supplier we'll come back to you with pricing, shipping costs, and an estimated delivery time. You can then decide if you would like to lock this in!  

I hope that helps - if you would like to go ahead, start a chat with us, and we can sort the rest! 

Gift vouchers and credit notes

Gift vouchers purchased can be used online and in all Superette physical locations

check out or store locations here

I'm sorry to hear this, we do our best to send 90 day, 30 day 7 day reminders out as we too hate having vouchers going to waste. 

Lets chat and see what we can do for you.

s[email protected] or call +6493602362

Product and Promotions

As we know you love getting our product first, you are able to sign up to be notified as soon as the product arrives into our Warehouse! 

You will receive an email as soon as the stock is received, and you can click through to purchase. 

(Sometimes, when we re-order a hot product, some sizes may be available, and some may be showing as 'notify'- if you can add it to your bag, you’re good to go! Just check out and grab your goodies!) 

If you are looking to be notified when a specific product launches or restocks, you can find our estimated date right on the product page. 



  • Sale begins Tuesday 13th May at 6:00am NZT. 
  • Up to 50% off selected Anine Bing styles.
  • Prices as marked – no further discounts apply.
  • Valid while stock lasts on selected styles only.
  • Standard sale return T&Cs apply:
    – Sale items may be returned for a Superette credit note only.
    – Items discounted 50% or more are final sale and cannot be returned.
  • Offer available in-store and online.

For any further enquiries feel free to send an email to our customer care team: [email protected]

Superette June Sale – Terms & Conditions

Dates:
Starts: Tuesday 4th June, 6:00PM
Ends: Saturday 15th June, 11:59PM

Offer:
Enjoy up to 50% off selected seasonal styles - available online and in-store.

Returns:
Our standard returns policy applies, with the following sale-specific conditions:

  • Items purchased on sale can be returned for a Superette credit note only - no refunds will be issued.
  • Please note that items discounted at 50% off or more are final sale and are not eligible for return.

If you have any questions or need assistance, our Customer Care Team is here to help - please reach out to us at [email protected].

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