Shipping & Returns

1. Delivery regions
We deliver to countries within the European Union (EU) and Switzerland only.


1.1. Delivery times

• Standard delivery times are as follows:
  -  Germany and Switzerland: after dispatch 4-6 business days
  -  Other EU countries: after dispatch 6-10 business days
• Delivery times may vary if alternative arrangements are agreed upon.
  

1.2. Shipping policy

• All shipments are handled via our standard shipping service.
• Shipping costs include delivery and packaging fees.
• Orders within the EU are dispatched from our warehouse in Germany, while orders within Switzerland and Liechtenstein are shipped from our warehouse in Switzerland.
  
  

 

2. Shipping costs

2.1 EU shipping costs

• Free shipping for shoe orders over €180. Over €180 the shipping cost is €12.50 Standard delivery via DPD
  
  

2.2 EU shipping costs for spare parts & accessories

• Flat fee of € 5 
  
  

2.3 Switzerland & Liechtenstein shipping costs

• Free shipping for shoe orders over CHF 180.–. Over CHF 180.– the shipping cost is CHF 12.50 Standard delivery via DPD.
  
  

2.4 Switzerland & Liechtenstein shipping costs for spare parts & accessories

•  Flat fee of CHF 5.–.
  
  

2.5 Customs and import fees

•  Additional customs, VAT, or import charges may apply for orders outside the EU. These costs are not included in the shipping fee and are the responsibility of the customer.
  
  

2.6 Shipping costs display

• All shipping costs are clearly displayed at checkout before placing your order.
  
  

2.7 Important notes

• PO Box: We cannot deliver to PO Box addresses.
• Carriers:
  -  EU orders are shipped via DPD.
  -  Swiss orders are shipped via Swiss Post.
• Saturday delivery: Not available.
• Express: If a customer requests an express delivery, the costs need to be carried by the customer in any case.

 

 

3. Withdrawal policy

Consumers residing in the EU or Switzerland have the right to cancel their purchase contract and return the product for any reason within 14 days of delivery, provided suplest is notified in writing within this period.

3.1 Notice of withdrawal

• To meet the 14-day deadline, the return must be shipped before the period expires, and a notice of withdrawal must be provided. 
• Notices can be submitted via the enclosed Revocation Form, letter, or email. 
  
  

3.2 Partial returns

• Returns of individual components from a combined set (e.g., bundles) are only accepted if those components are sold separately in the suplest webshop. 
  
  

3.3 Return costs

• The customer is responsible for return shipping costs.
• Items must be returned at the customer's risk.
  

3.4 Refund policy

• Upon receiving and inspecting your return, we will refund all payments, including delivery charges, within 14 days of receiving your return.
• Refunds will be processed using the same payment method used for the original transaction unless otherwise agreed. No fees will be charged for the refund.
• Refunds may be delayed until the returned product is received and inspected.
  
  

3.5 Condition of returned goods

• Both parties must return all services and benefits (e.g., interest) received.
• If returned items are damaged or show signs of use beyond the normal inspection of properties and functionality (e.g., as allowed in a retail store), a deduction may be made to cover the depreciation.

"Inspection of properties and functionality" means testing the product as you would in a physical store.

Please note:

• All EU orders are dispatched from Germany.
• All orders from Switzerland and Liechtenstein are dispatched from Switzerland.
• We are not responsible for your local duties or taxes. As suplest is a Swiss-based entity, you may be subject to transactional fees. Please contact your bank for further information.
• suplest reserves the right to change or amend these terms without notice.
• suplest will dispatch orders on business days only. Business days are Monday to Friday. Please take this into account when placing an order over the weekend.