FAQ
Shipping
What are the shipping times and costs?
Supanatty offers the following delivery methods: Home delivery - Standard shipping (3-4 working days*): - Shipping - cash on delivery** (3-4 working days*): €5 per order *Working days: Monday to Friday, excluding public holidays **The maximum amount for cash on delivery payment is €100 and is valid only in Italy
ATTENTION: During busy periods, such as Black Friday, Christmas, or the sales, delivery times may increase. What happens if I'm not present on the day of delivery? The courier will make a further delivery attempt, approximately the following business day. If the order is unable to be delivered, it will be held at the nearest POSTE branch upon request to Supanatty within 24 hours of the last delivery attempt. *The second delivery attempt is not valid for outcomes such as: incorrect address, unknown recipient, or refused goods. To arrange a new delivery (for a fee), please contact us.
Made
How do I return a product?
You have 14 days to return your products.
NB: For security reasons, we will only accept returns of products whose packaging or protective film has not been opened or tampered with. Returns of haircare, skincare, and makeup products without protective film (even at the time of sale) will not be permitted, with the exception of gift sets. The product must be in perfect condition, accompanied by its original packaging, complete with any external packaging, accessories, and instructions. For hygiene reasons, the product must not have been used or opened in any way. If these conditions are not met, the return request will not be accepted. Please wait for your refund. Upon receipt of the package, the Supanatty team will verify that the return conditions are met and process the refund via the original payment method. In the case of a gift, the refund will be given to the person who made the purchase.
Reimbursement
The refund status will be marked "Pending" for up to 2 business days, during which time the funds will be processed and returned to the customer. Due to variable processing times at the customer's bank, it may take up to 10-14 business days for the refunded amount to be received.
Payments
What payment methods are accepted in-store and on Supanatty.com?
Credit Cards On supanatty.com, we accept the following credit cards: - Visa - MasterCard - American Express Only credit cards issued by banks or financial institutions located in the European Union or the Principality of Monaco are accepted.
ATTENTION: For online payments, Supanatty offers a secure payment system: . To ensure maximum security, Shopify uses proven encryption techniques and complies with various banking regulations. After you confirm your order and clearly indicate your wish to proceed with payment, a program installed on the Supanatty server will establish a communication channel between your computer and the Shopify server. The only thing you will need for online payment is a browser that supports SSL connections. No other specific program will be necessary, as all browsers currently available on the market have these features. Only Shopify (and not Supanatty) will receive your credit card number. The charge will be made only when the order is shipped. Apple Pay: If you use an iOS device, you can still pay for your order placed on the mobile app via Apple Pay with an active credit card. Cash on Delivery (Cash on Delivery) is a payment method accepted exclusively for online orders on supanatty.com. If you don't have a credit card or don't want to use one for online payments, you can pay cash upon delivery. On the cart summary page, you'll need to select the "Standard Shipping" home delivery option and the "Cash on Delivery" payment option. Upon delivery, you'll pay the courier directly.
ATTENTION:
- We recommend that you keep the exact amount handy;
- The cost of the service is €5 and will appear in the cart during the order process;
- The maximum amount for cash on delivery is €100 and is valid only in Italy. My Order. What happens if I'm not present on the day of delivery? The courier will make a further delivery attempt, approximately the following business day. If the order is unable to be delivered, it will be held at the nearest POSTE branch upon request to Supanatty within 24 hours of the last delivery attempt. *The second delivery attempt is not valid for outcomes such as: incorrect address, unknown recipient, or refused goods. To arrange a new delivery (for a fee), please contact us.
•Where is my package?
You will be able to track your package from the order details after shipping. •How can I cancel my order? Order cancellation requests must be made through our communication channels before the shipping date, or within 24 hours if requested after the shipping date.
• Problems with order delivery
Once your package has been handed over to the courier, we kindly ask you to contact them directly if you need to schedule a new delivery, change the address, or provide additional information. This is to resolve any delivery issues.
•I didn't receive a purchased product?
Please send us your order number and a single photo of all the products received via email to info@supanatty.it or through our social media channels to immediately file a complaint.
•I received the wrong product
Please send us your order number and a single photo of all the products received via email to info@supanatty.it or through our social media channels to immediately file a complaint.
•I received a damaged product
Please send us your order number and a single photo of all damaged items via email at info@supanatty.it or through our social media channels to immediately file a complaint.
•Will I receive samples in my order?
Supanatty does NOT guarantee the inclusion of samples in the order
•I can't / I didn't enter the discount code in my order, what can I do?
The discount code must be entered on the cart page before clicking the "Proceed to Checkout" button. Our system should always recognize valid discount codes. Therefore, if a discount has not been deducted from your order, the code was entered incorrectly. As noted in the previous section, discount codes can only be redeemed during order placement and cannot be applied, modified, or refunded once the order has been processed.
Products
How can I purchase products?
Register Log in with your account Add the product to the cart Click on the "Proceed with purchase" button on the cart page
•When does an out-of-stock product become available again?
All sold-out products will be back in stock soon! Click the bell button on the product detail page to be notified and don't miss out as soon as they're back in stock.
•How do I check the availability of a product?
Click on the "add to cart" button of the product, if the product is out of stock you will receive the message at the bottom of your screen
•Where do the products come from and who produces them?
Supanatty is an official reseller of the BRANDS on our website, the products come directly from the manufacturers
•What does it mean to PRE-ORDER a product?
Pre-orders are available for products that sell out quickly and are in high demand, only when they arrive in our warehouse.
Pre-ordering means that as soon as the product reaches our warehouse before it goes on general sale, your order will be shipped first (in fact, the CASH ON DELIVERY payment method will be disabled!). Estimated shipping times are the business days indicated on the cart page once you add these products. Pre-ordering one or more products also means that the entire order will be shipped within the indicated business days.
Note : Even products with the active pre-order service have a limited quantity available! , so while it's active, you still have time to seize the opportunity!