FAQ

For inquiries about your online order, account, or returns, feel free to contact us via email at service@supadawg.nl.

We want to provide you with a convenient and secure payment experience. You can use the following payment methods with us:

iDEAL
With iDEAL, you can easily pay online through the familiar environment of your own bank.

Bancontact/Mister Cash (for customers from Belgium)
Customers from Belgium can pay using their bank card, which is linked to their bank account.

Apple Pay
Apple Pay is a fast and secure way to pay online. You link your bank account or credit card and can quickly complete your payment using Face ID or Touch ID, without needing to enter a password or code.

Klarna
With Klarna, you only pay after receiving your order and only for the products you choose to keep. Once your order has been shipped, Klarna will send you instructions on how to complete your payment.

Credit Card
You can pay with MasterCard or VISA. Once the payment is approved, the amount will be reserved, and you will receive an email confirmation. The payment will only be charged when your order is shipped. If the transaction is not accepted, your order will be canceled. In that case, please contact your bank or credit card company.

That’s certainly frustrating, but we are here to help.

1. It's best to first contact your credit card company to check what might be going wrong. They can often identify the issue right away.
2. If they find no problem, try clearing your cookies or placing your order using a different browser or device.
3. Is the payment still not going through? Feel free to contact our customer service, and we’ll be happy to assist you further.

No. You can only use 1 discount code per order.

You can always check the status of your order in your account (if you created one) and through the Track & Trace email sent to you. Didn't receive an email? Make sure to check your spam folder. Still can't find it? Feel free to reach out to us.

At the moment, it is not possible to pick up your order.

If you haven’t received a shipping confirmation yet, we can still update your address. Contact our customer service as soon as possible and provide your correct address and order number. If the shipping confirmation has already been sent, you may be able to change the address using the Track & Trace code. If this is not possible, the shipment will need to be returned to us before we can resend it.

Yes, it may be possible to change or cancel your order, as long as we haven't started processing it. We strive to prepare your order for shipment as quickly as possible, so once we begin working on it, changes can no longer be made. Please contact our Customer Service if you'd like to make adjustments, and we'll check if it’s still possible.

At the moment, you can only place an order with us if you live in the Netherlands or Belgium.

All orders on SupaDawg.nl over €80 are shipped to you for FREE. For orders under €80, we charge €6.95 (including VAT) within the Netherlands and for shipments to Belgium.

We ship our orders with DHL as the standard carrier.

If you're not home during the delivery and the package cannot be left with your neighbors, it will be taken to a nearby DHL ServicePoint the next day. DHL will leave a card in your mailbox. Using the code on this card, you can track your package and see where it has been delivered.

Easily adjust your delivery
You also have the option to reschedule the delivery to your home or a neighbor's address. You can choose from various dates and time slots during the day or evening. If you prefer, you can select a different DHL ServicePoint. You can update your choice until 11:59 p.m. You can change the delivery date or time up to three times per package, after which further changes won’t be possible.

Didn't receive a missed delivery card?
If you haven’t received a card with a missed delivery code and QR code, you can still arrange the delivery online using your tracking number and postal code.

Delivery times for the Netherlands and Belgium are 2-3 business days after placing the order.

It’s possible that your package has been delayed by the courier service. If you still cannot view any tracking information 24 hours after receiving the Track & Trace, we recommend reaching out to us.

Please note: except for weekends, in which case we suggest waiting until Monday and contacting us on Tuesday.

If you haven’t received your order, please contact our customer service at service@supadawg.nl within 14 days of the shipping confirmation. We will then contact the courier to investigate. Couriers can only investigate shipments for a limited time after dispatch. If this period has passed, we unfortunately won't be able to assist further.

Does your Track & Trace indicate that your package has been delivered, but you haven't received it yet? Don’t worry, in most cases, it’s still on its way. Here’s what you can do if your package seems to have been marked as delivered:

Check your mailbox
Look inside your (external) mailbox. Even if it’s not mentioned in the Track & Trace, your package might have been delivered there.

Ask your neighbors
Check with your immediate neighbors to see if they received your package. Sometimes deliveries are left with neighbors, even if it’s not shown online.

Still nothing?
If your package isn’t in your mailbox or with your neighbors, Than contact us. We can start an investigation with DHL.

You have 14 days to return your online purchases to us. You're welcome to try on your items at home, just as you would in a store. However, the items must be returned in their original condition, with tags attached and in like-new condition.

Returns may be rejected in the following cases:

• Missing original packaging or tags
• Worn, used, or washed
• Damaged or stained after receiving the item
• Items with noticeable smells like perfume, sweat, or other odors indicating the item is no longer in new condition

If you choose to return your purchased items, you will be responsible for the return shipping costs. The cost of return shipping depends on the shipping partner you choose.

Once we have received your returned package in good condition, you will receive a confirmation within 7 working days. We aim to process your refund for the returned items as quickly as possible.

The refund will be issued using the same method you used to make the original payment. If you used a pay-later option, the invoice will be canceled, and you'll receive updated payment information from Klarna.

If you paid with a gift card or store credit, the amount will not be refunded. Gift cards and store credits cannot be exchanged for cash.

Unfortunately, exchanges are not possible. If you'd like a different size, we recommend placing a new order for the desired item. This ensures you receive the item quickly and avoid it selling out.

We'll take care of this for you. Please contact our customer service at service@supadawg.nl and provide photos of the item and your order number. We'll review your request and offer a solution.

For the quickest resolution, we suggest placing a new order for the correct item.

No, it’s unfortunately not possible to return your article outside of the return period.