FAQs
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€ for orders *Working days: from Monday to Friday, excluding public holidays ** The maximum amount for payment of cash on delivery is €100 and is valid only in Italy
ATTENTION: In busy periods, such as Black Friday, Christmas or Sales, delivery times may increase. What happens if I am not present on the day of delivery? The courier will make a further delivery attempt approximately the following working day. If it is not possible to deliver the order, it will remain at the nearest POSTE branch upon request to Supanatty within 24 hours from the date of the last 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) contact us.
How to return a product?
You have 14 days to return your products.
NB: For safety reasons we will only accept the return of products whose packaging or protective film has not been opened or tampered with. The return of haircare, skincare and makeup products without a protective film (even at the time of sale) will not be allowed except for the box sets. The product must be in perfect condition, accompanied by its original packaging, complete with any external casings, accessories and instructions. For reasons of hygiene, the product must not have been used or opened in any way. If these conditions do not exist, the return request will not be accepted Wait for the refund. Upon receipt of the package, the Supanatty team will verify that the return conditions are met in order to proceed with the refund via the initial payment method. In the case of a gift, the refund will be recognized to the person who made the purchase.
What payment methods are accepted in the 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 banking or financial institutions located in the European Union or in the Principality of Monaco are accepted.
ATTENTION: For online payments, Supanatty has a secure payment system: . To ensure maximum security, Shopify uses proven encryption techniques and complies with various banking regulations. After you have confirmed the order and clearly expressed your willingness to proceed with the payment, a program installed on the Supanatty server will establish a communication channel between your computer and the Shopify server. The only thing you'll need for online payment is a browser that supports SSL connections. You won't need any other specific program, since 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 application via Apple Pay with an active credit card. Cash on Delivery Payments on delivery is a payment method accepted exclusively for paying online orders on supanatty. com If you don't have a credit card or don't want to use it for your online payments, you have the option of paying in cash upon delivery of the order. On the summary page of your cart you will have to choose the home delivery option "Standard shipping" and the payment option "Cash on delivery". At the time of delivery you will give the money directly to the courier.
ATTENTION:
- We advise you to keep the exact amount on hand;
- The cost of the service is €5 and will appear in the cart when ordering;
- The maximum amount for cash on delivery is €100 and is valid only in Italy. My Order What happens if I am not present on the day of delivery? The courier will make a further delivery attempt approximately the following working day. If it is not possible to deliver the order, it will remain at the nearest POSTE branch upon request to Supanatty within 24 hours from the date of the last 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) contact us.
•Where is my package?
You will be able to track your package from the order detail after shipment •How can I cancel my order? The order cancellation request must be made through our communication channels before the shipping date, within 24hr if requested after the shipping date
•I have not received a purchased product?
Send us your order number and a single photo with all the products received via email info@supernatty.it or via our social channels to open the report immediately.
• I received the wrong product Send us your order number and a single photo with all the products received via email info@supanatty.it or via our social channels to open the report immediately.
• I received a damaged product Send us your order number and a single photo with all the damaged products via email info@supernatty.it or via our social channels to open the report immediately.
•Will I receive samples in my order? Supernatty, DOES NOT guarantee that samples will be included in your order
•I can't / I haven't entered the discount code in my order, what can I do? The discount code must be entered on the cart page before clicking on the "Proceed with checkout" button. Our system should always recognize valid discount codes. As a result, if a discount was not deducted from your order, the code was entered incorrectly. As noted in the previous section, discount codes can only be redeemed during order entry and cannot be applied or changed or refunded once the order has been fulfilled.
Products
How can I buy the products?
Register Log in with your account Add the product to your cart Click on the "Proceed with checkout" button on the cart page
•When does a sold out product become available again?
All out of stock products will be back in stock soon! Click on the bell button that you find on the product detail page, to be notified and don't miss the opportunity as soon as it becomes available again
•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 they come from and who produces the products?
Supanatty is an official reseller of the BRANDS on our website, the products come directly from the producers
• What does PRE-ORDER a product mean?
The pre-order service is activated on high-demand products that run out quickly, only when they arrive at our warehouse.
Pre-ordering means that as soon as the product reaches our warehouse before being put on sale to everyone, your order will be shipped with precedence (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 working days indicated.
Note: even products with the active pre-order service have a limited quantity available! , so as long as it's active you're in time to seize the opportunity!