As of the 28th February, our Auckland stores have made the switch to contactless operations with our Superette Takeaways menu back in action and in-store shopping closed until the end of Level 3 on Sunday 7th March.
From Sunday the 7th of March, all stores will be open as per usual and we will be doing everything we can to honour our responsibilities as a retailer through thorough and frequent store cleanings, hand sanitiser on entry, and ensuring enough space is given both to our customers and our Superette team members. Don’t forget to also scan in with the COVID tracer app when shopping in our stores.
We are open 24/7 online and there are no current delays for orders placed online. With a complex situation like this, this might change, and if so we’ll let you know. If you have any questions we’re here to help – you can chat live with our team via our website or send us a message on Facebook or Instagram.
We are able to ship all items in compliance with Government Level 2 and 3 restrictions. The Superette Team will work as quickly as possible to dispatch your order as soon as possible, however during higher alert levels please allow some extra time for processing while our team adheres to social distancing requirements. Our biggest priority is doing our bit to keep our staff and community safe and working through this together.
We'll keep you in the loop with expected delivery times, and you will receive a shipping confirmation email as soon as your order is out the door and on its way to you.
Thank you so much for your support during this time, we are so sorry to hear that the items weren't quite right! We are able to accept returns in the current level if you wish to return your order to us.
Return via Post
If you are not near one of our store locations your return can be shipped back to us. We highly recommend sending your return back to us via a traceable shipping service so you can ensure that your parcel reaches us quickly and safely!
Return to Store
You're more than welcome to return this to store if that is easier for you! Please understand that stores will be unable to process a refund for you, however they can absolutely help you find something to exchange this for, or they can issue you a store credit, valid for 12 months for use in store and online. If your order is eligible for a refund, and this is your preference, our team will take note of your details and send your return back to our Returns Team on your behalf to be actioned.
All items returned to us must be in brand new unworn condition, and have their original tags still attached. Any items with the tag removed, or reattached after removal are not accepted for return. Full price items are eligible for an exchange, Superette credit, or a refund if they are returned within the selected timeframe. Sale items are non-refundable and can be returned for an exchange or Superette credit. Final sale items are not accepted for returns.
To begin the returns process please head over to the below link to our returns portal, this will issue you with a unique returns number, and send a message to our returns team with all of your return details.
Our team will be working hard to complete all returns as quickly as possible. While we work through these we do ask you to please allow some additional time for returns processing, and touch base with us at email@example.com if you have any questions or concerns about your return.
If you have a question about any aspect of your order or if you would like to know more about a product on our website, our customer service team are happy to help. Our team is on hand to assist you at any stage of your order. We endeavour to respond to you instantly for any queries you have on placing an order with Superette online. However if you contact us outside of business hours you can expect a response first thing the next business day.
Our office hours are
Monday – Thursday from 9am – 7pm GMT + 12
Friday – Saturday from 9am - 5pm GMT + 12
Sunday from 10am - 6:30pm GMT + 12
Email us at: firstname.lastname@example.org
Phone us: +649 360 2362 during business hours (as above)
Live Chat: Use the Live Chat feature on the website to instantly engage with a team member during business hours
Last updated 05/03/21
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