Frequently asked questions
Orders & purchases
How do I cancel or change an order?
How do I cancel or change an order?
You must contact us immediately if any changes need to be made or if an error has occurred.
Call us: 75 71 15 99
It usually takes only 30–45 minutes from when you receive your order confirmation until the order has been processed in the system and sent to the warehouse for packing.
If you placed the order outside our opening hours or at the weekend, you can email us at webshop@supersellers.dk
All orders are reviewed manually before they are shipped.
How can I track my order?
How can I track my order?
You will receive a Track & Trace link on the same day your order is invoiced and shipped, either by SMS or email.
Here you can track the package all the way from our warehouse to your home.
What should I do if there is a problem with my order?
What should I do if there is a problem with my order?
If there is a problem with your order, please contact our customer service as soon as possible. You can reach us by phone at 75 71 15 99, email SuperSellerS, or via the contact form on our website. Please have your order number and a brief description of the issue ready so we can assist you quickly and efficiently.
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I have not received my entire order – what should I do?
I have not received my entire order – what should I do?
If you have ordered multiple items and they are shipped in several packages, they may be delivered by different couriers during the day — depending on each package’s route. Only sign for the packages you actually receive. The remaining ones usually arrive later the same day.
If anything is still missing, please contact our customer service. We will investigate immediately and ensure you receive the rest as quickly as possible.
Returns and damages
Our return policy is!
Our return policy is!
SuperSellerS accepts returns by prior arrangement.
How to proceed:
If you have changed your mind about your purchase, you must contact us within 14 days.
Call our sales team at 75 71 15 99 to arrange the return; you will receive a return number that must be clearly displayed on the package or label.
For fast and correct processing, please ensure that:
1) The item is undamaged.
2) The item is in its original and undamaged packaging.
3) The return package is clearly marked with the return number and preferably includes a copy of the relevant invoice.
Note: We do not collect return packages from parcel lockers or post offices.
Return address:
SuperSellerS
Vidtskue Vej 12
7100 Vejle
Handling fee
SuperSellerS reserves the right to deduct 15% of the invoice price, but at least 150,- DKK, for handling returns that meet the above conditions.
If the item is damaged, or is returned in non-original, overwritten, or damaged packaging, any credit will be assessed based on our costs for inspection, loss of value, and repackaging.
Shipping damage – what should I do?
Shipping damage – what should I do?
Always check the packaging upon receipt.
If there is damage:
1) Notify the driver immediately so the damage is recorded.
2) If you still accept the parcel, you must mark it as received with reservations – otherwise refuse the delivery.
3) Take photos of the packages and open them immediately to check whether the item is also damaged.
Contact the carrier or us within 3 days with photos and we will assist you with reporting the shipping damage
Missing or faulty product — what should I do?
Missing or faulty product — what should I do?
If you experience defects or missing items in your order, please contact us within 3 days so we can quickly assist you.
Do not hesitate to reach out. We are ready to help you.
How long does it take to process a return or exchange?
How long does it take to process a return or exchange?
We handle damages and incorrect deliveries immediately.
Returned items are processed as quickly as possible after receipt and typically take 3–5 business days, depending on the condition of the item and whether all required information was provided.
Delivery and shipping
Expected delivery time?
Expected delivery time?
Once your order has been processed, the shipment itself usually takes 1–2 business days within Denmark.
Secure payment
We use a secure order and payment system (Epay)
We use a secure order and payment system (Epay)
We use a secure order and payment system (Epay), which follows the card industry's common security standard "PCI DSS". Payment is authorized by the Danish Nets (PBS). When you are redirected to the payment page, a secure SSL-encrypted connection is established between your computer/device and Epay.
All communication and all information you enter in connection with a purchase are encrypted (SSL), which guarantees a secure transaction. Encrypted communication means that neither SuperSellerS nor others can access the information you enter. Your payment details are therefore not sent to us, but directly to our payment provider, who then notifies us of your payment.
It is possible to pay with an EAN number on the website. When paying with an EAN number, select the payment method "I have a credit agreement" and enter your EAN number under "Their reference".
SuperSellerS understands and respects the importance of privacy on the Internet. We will not disclose customer/user information to third parties except as necessary to carry out a transaction. SuperSellerS will never sell your name, address, email address, credit card, or personal data to any third party under any circumstances.
New rules regarding card fees effective from January 1, 2018.
