Q) Is my order confirmed because I have not received any confirmation email/message?
A) Everyone who places an order automatically receives an order confirmation email from our end. If you have not received it, it may have directly gone to your spam folder due to your email preferences. In case you do not find it there, please email us with your customer name, registered email address, registered phone number and payment screenshot. We will resend the order confirmation email to you.
Q) How do I edit my order?
A) We can edit your order only if it has not been shipped. In that case, please email us at email@example.com with the subject line - Edit Order with Order Number. You need to inform us of the changes in your order along with this email. The changes will be done within 2 business days.
Q) How do I cancel my order?
A) It is possible to cancel your order only if it has not been shipped. In that case, please email us at firstname.lastname@example.org with the subject line - Cancel Order with Order Number. Please note that a cancellation fee of Rs.100 will be incurred before processing a refund.
No cancellations are allowed on made-to-order products.
Q) How do I change my registered number/ email address?
A) Please email us at email@example.com with the subject line - Number/Email with your Order Number. You need to send us your new number/ email address along with this email. The changes will be done within 2 business days.
Q) How do I change my shipping address?
A) It is possible to change the shipping address only if your order has not been shipped. In that case, please email us at firstname.lastname@example.org with the subject line - Change Shipping Address with Order Number. You need to send us your updated shipping address along with this email. The changes will be done within 2 business days.
Q) What to do if money has been debited but order has not been placed?
A) In case there is a failure in payment, please retry and keep the following things in mind :
- Please confirm if the information you have provided is correct i.e. account details, billing address, password and that your internet connection was not disrupted during the process.
- If your account has been debited even after a payment failure, it is normally credited back to your account within 7-14 business days. For any further queries, please email us at email@example.com
Q) Is there going to be a restock?
A) All our collections are limited edition. This means that once a product is sold out, it will not be restocked.
Returns & Refund
Q) How do I place a return request?
A) Please send us a mail at firstname.lastname@example.org in order to create a request. Once we approve your request, our logistics team will come and take back the product.
Q) I have placed a return request. When will the product be picked up?
A) All products are usually picked up within 1-2 business days. Please make sure that the product is in an unused condition with all tags intact in its original packaging.
Q) When will I get my refund?
A) Once we approve your return request, our logistics team will come and take back the product. Once it reaches our warehouse, we will do a quality check and issue a complete refund for the product. The refund will be credited in your bank account within 4-7 business days.
Q) When will my order get shipped?
A) All orders are usually shipped between 1-2 business days from our end.
Q) When will my order get delivered?
A) The delivery date of an order depends on the shipping address of the customer. Once shipped, it usually takes around 1-4 business days for metros and 4-7 business days for the rest of India. It may take longer sometimes due to unforeseen logistical delays.
Q) How do I track my order?
A) You can track your order only after we have shipped it. You will receive a shipping confirmation email containing the tracking information from our end.
Q) Do you ship internationally?
A) Yes, we ship worldwide. Packages leaving India will be shipped to a regional hub and then to the destination country. Once the packages reach their destination country, they are handed over to the country's local postal service for final delivery. Please keep in mind that international orders can take up 2-4 weeks to be delivered.
Q) Do I have to pay International Customs and VAT?
A) For International Shipping, the customs department has the right to impose an additional fee or VAT. The fee varies by country and we are unable to calculate this in advance. SuperClan is not responsible for the payment of this fee. Taxes will vary from country to country, as will tax enforcement. We have found Canada and the UK to be amongst the countries with the strictest enforcement, unfortunately. This is an extremely common issue for international customers.