FAQ

Shopping with Us Online online is easy!

If you know what you are looking for, you can navigate through the site using the tabs on the left hand side. Browse by designer, category or use the search tool located in the top right hand corner of the page.

Once you have found an item you wish to purchase, select your size and click on the ‘Add to Cart' button underneath each item.

To review the items in your shopping bag, click the ‘Shopping Cart' link at the top of the page.

Click 'Go to Checkout' to complete your order.

If you have forgotten your password, click on the ‘Forgotten your Password?' link and follow the instructions on the sign in page.

All products are sold by the sizing scheme used by the individual designer. To convert this to your usual size, simply click on the ‘size chart' link that you will find on every product page.

Sizes can vary greatly by designer, therefore, where an item runs small or large to size, we will indicate in the item description. Our team try on every item that we stock, and can answer all your questions on sizing and fit. Simply email shop@undergroundskate.co.nz for advice.

All items are in stock unless ‘Sold Out' or 'Pre-Order' is displayed.

Please be aware that our online inventory updates on a daily basis, so there may be the odd occasion where an item may have been sold just prior to your order and is still showing as available. When this is the case, you will be contacted to advise of this.

If the product you want to buy is out of stock, please email shop@undergroundskate.co.nz to find out whether there is a waiting list for that item, as our team may be able to order in an item for you. Please note this only applies for current season collections, and do not apply to sale items.

Please note also that even if an item is in your shopping bag, it can still be bought by another customer until you have completed your order.

New items that are arriving soon will be available on a Pre-Order basis. This means that you can secure your order before the items arrive with a 50% deposit in to ensure you don't miss out. Pre-Order items will be indicated in the item description with an estimate of the expected delivery time and dispatch is made immediately as soon as the item arrives in stock and remaining balance is paid. Please be aware when placing a pre order that from time to time there are sometimes unforseen delays in delivery times. Any delays to the estimated delivery will be updated to you by our friendly team.

We accept Visa, Mastercard, American Express and Paypal as methods of payments, processed online via our secure online DPS system.

Underground ships worldwide for a flat rate of $60 NZD. Australia is a flat rate of $25 NZD. Orders within New Zealand over $100 are shipped free of charge.

Please note, that we are unable to deliver to PO boxes as we require a signature upon delivery.

No, not inside of NZ however Superette will not be responsible for any customs or duties taxes that occur once your item has left us. Please feel free to contact us on shop@undergroundskate.co.nz  if you have any questions regarding a shipment.

We deliver to all countries around the world.

For deliveries within New Zealand, please allow 2-3 working days from the time you receive your order confirmation.

All domestic orders in New Zealand are delivered by Courier Post NZ, from 8am-5pm, and will require a signature upon receipt. Please ensure that you provide a suitable shipping address for the specified delivery times.

For international orders, the delivery period will vary depending on where you are located in the world. There is a general time frame of 3-10 working days for international orders.

Please note your order will only be shipped once payment and delivery details have been approved.

All items are insured against theft and accidental damage whilst in transit from Superette to the shipping address. Once your items have been delivered to the specified delivery address and signed for, they are no longer covered by insurance.

Can I track my order? Once your order has been shipped, you will receive an email confirmation and a tracking number. You can track your order 24 hours a day by using the tracking number provided on either www.courierpost.co.nz (Domestic Orders) or www.nzpost.co.nz (International Orders).

We aim to dispatch all items within 48 hours. Estimated delivery times are to be used as a guide only and commence from the date of dispatch. Superette is not responsible for any delays caused by destination customs clearance or processing.

If for any reason you wish to return or exchange your order, we are happy to exchange or refund any item purchased online (unless stated otherwise), however, the following conditions do apply:

• You must notify shop@undergroundskate.co.nz of your intention to exchange/return within 3 days.
• Send goods back to us via a traceable method to:

• Please note Superette do not take responsibility of any items lost in the process of returning to us and hence why we recommend a traceable method.
• We will raise a credit, exchange or refund you once the garment has been returned and accepted by Superette. Return shipping costs are to be covered by the customer.
• All items must be in the condition that they were shipped, un-used and with all original tags and packaging attached.
• Due to health regulations we cannot accept any returns on Swimwear, leotards or underwear.
• If you wish to exchange your item for an alternative style, an online credit will be issued and the new item is to be purchased separately.
• We cannot accept returns of garments purchased online through our physical stores and vice versa. These matters must be dealt with at the location of purchase.
• Please choose carefully when purchasing sale items, as no credits, refunds or exchanges will be made on sale goods.

All sale purchases are final. Please choose carefully as no credits, refunds or exchanges can be made on sale goods.

All correctly returned products will be refunded to the original method of payment at the time of order, and will exclude original shipping costs.

Please be aware it can take up to 10 days for the refund to appear in your account.

Please be assured that all the information that you share with us is private and confidential. At no point will we share, rent or sell your personal information without your consent.

Superette may use the information that you provide to inform you of new goods and services via email. If you prefer not to receive these emails, please click the unsubscribe link at the bottom of any Superette email you receive.

You are entitled to return items you are unhappy for whatever reason with as long as you advise us via email within 3 days of receiving the garment. Do see 'Returns/Exchanges' for further info.

Sorry, couriers will not deliver to a PO Box. We will require a physical address to send items to.

Sorry we do not offer a layby option online. However do call any one of our stores and you can arrange an in store layby.

You can track your purchase 24 hours a day by typing in the tracking number provided at the time of confirming dispatch of your order on NZ couriers website – www.nzcouriers.co.nz

For deliveries inside of NZ, please allow 2 working days for North Island from the time you receive your purchase confirmation and 3 working days for South Island. Australian orders please allow 3 – 5 working days and further afield 5 – 7 working days

Yes, however we must have notification within 24 hours of receiving your order. This is due to the limited nature of sale products.

This is a big no!! All items purchased on the web must be dealt with on the web and vise versa. If you try you will be told this and turned away.

No not inside of NZ, but outside of NZ there may be your own duties and taxes depending on your country of origin. This is outside Superette’s control and we do not take responsibility of these additional costs.