Returns & Withdrawal

If you are a consumer in the EU or the UK, you may cancel your order within 14 days without giving any reason.

The 14 days run from the day we ('mysuperstore.uk') as your agent take physical possession of the goods. Where an order arrives in more than one parcel from the retailer, they run from the last one.

Tell us in a clear statement before the deadline passes — an email to hello@mysuperstore.uk quoting your order number is enough. You may use the form at the bottom of this page, but you do not have to.

Sending the goods back is not by itself a cancellation, and simply refusing delivery may delay your refund. Tell us first.

We refund the price you paid for the goods and the standard delivery charge for sending them to you. Where you chose a faster or more expensive delivery than our cheapest standard option, we refund the standard amount rather than the premium.

We refund within 14 days of receiving the goods back, or of your proof of having sent them, whichever is earlier — to the payment method you used, at no charge to you.

Part of each item's price is our charge for sourcing and buying it, which is work completed before the parcel ships. Where that work has already been done at the point you cancel, that part of the price becomes non-refundable.

Prepaid import VAT and duty: where you prepaid these and the goods are returned to us, we refund them minus a handling fee of 6 EUR. Where you chose to settle with your postal operator on delivery instead, that money never passed through us and you will need to reclaim it from your own customs authority.

Send them to us without undue delay after telling us you are cancelling, to:

Lorenzen Tonna Services Limited
Unit 3340
The Jenners Depository
140 Balgreen Rd
EH12 5XQ, Edinburgh, UK

Return postage is at your cost when you are cancelling because you changed your mind. We cover it when an item arrived faulty, damaged, or was not what you ordered.

You may handle the goods as you would in a shop. If you use them beyond that, we may reduce your refund to reflect the lost value.

The right to cancel does not apply to a few categories, which the law sets rather than us:

• Sealed goods that are not suitable for return for health protection or hygiene reasons, once the seal is broken — cosmetics, pierced jewellery and underwear are the usual ones here.
• Sealed audio, video or software, once unsealed.
• Goods made to your specification or clearly personalised.
• Goods that deteriorate or expire rapidly.

This does not affect your rights if something arrives faulty or is not as described.

Separately from cancelling, if something arrives faulty, damaged or is not what you ordered, tell us within 30 days and send a photo. We pursue the claim with the retailer and refund you in full, including the delivery charge and the return postage. Your statutory rights in respect of faulty goods last considerably longer than 30 days and are not limited by this paragraph.

Past the 14 days we will still help where the originating retailer's own policy allows a return, but we cannot promise one — we are returning the item to them on the same terms as any other customer. Ask us and we will tell you what that retailer permits.

You do not have to use this. Copy it into an email to hello@mysuperstore.uk if it is easier than writing your own.