Order Processing

We aim to dispatch all in-stock orders within 1–2 working days, excluding weekends and UK bank holidays.

For pre-order products, estimated dispatch times are stated on the individual product page. Orders containing both in-stock and pre-order items may be dispatched together once all items are ready.

Order Updates

For items with an estimated dispatch date, we'll provide additional email updates throughout the process, keeping you informed of your order's progress and expected shipping timeframe.

Delivery Information

We offer worldwide shipping through Royal Mail, with all international orders sent using Royal Mail International Tracked.

Shipping costs are calculated and displayed at checkout.

Estimated Delivery Times

Delivery estimates apply from the date of dispatch, not the date the order is placed.

These are estimates rather than guaranteed delivery times. International deliveries may experience delays due to customs processing, local postal services or circumstances beyond our control.

Customs & Import Fees

All orders are dispatched from the United Kingdom. International orders may be subject to customs duties, import taxes or handling fees depending on the destination.

United States

Applicable US import duties and taxes are calculated and collected at checkout. These charges are included in your order total and handled through our prepaid customs arrangements (PDDP), helping ensure a smoother delivery process without additional import duty payments upon arrival.

Germany

Applicable import VAT and customs duties are collected at checkout through our prepaid customs arrangements (PDDP). These charges are included in your order total, meaning the relevant import charges are handled before delivery.

European Union (excluding Germany)

Orders may be subject to import VAT, customs duties or handling fees during transit or upon arrival. Any applicable charges not collected at checkout are the responsibility of the recipient.

Rest of World

International orders may be subject to customs duties, import taxes or handling fees imposed by the destination country. Unless these charges have been prepaid at checkout, they are the responsibility of the recipient.

Customs regulations vary between countries. We recommend checking with your local customs authority if you are unsure about potential import charges.

Refusing Customs Charges

If applicable customs charges are refused and the parcel is returned to SPLX, reasonable return shipping and handling costs may be deducted from any refund where permitted by law.

Tracking Your Order

Once your order has been dispatched, you will receive an email containing your tracking information.

You can monitor your delivery through the tracking link provided.

If you experience any issues with tracking or delivery, please contact our customer support team with your order number so we can investigate.

Order Changes & Cancellations

If you need to change your delivery address, amend your order or request a cancellation, please contact us as soon as possible.

We process orders quickly and cannot guarantee changes can be made once an order has entered processing or has been dispatched.

This does not affect your statutory cancellation rights.

Returns & Refunds

If you wish to return an item, please contact us within 14 days of receiving your order. You then have a further 14 days to send the item back.

To request a return, email support@suplexapparel.com with your order number. Our team will provide the relevant return instructions and address.

Return Conditions

All returned items must be in their original condition, unworn, unwashed and suitable for resale, with the exception of briefly trying them on to check the fit.

Returned items are subject to inspection. Items showing signs of use, including body odour, pet hair, stains or damage, may be subject to a reduction in refund value, up to the full purchase price where legally permitted.

Customers are responsible for return postage costs unless an item is faulty, incorrect or otherwise does not conform to the order.

We do not currently offer direct exchanges. If you require a different size or product, please follow our returns procedure and place a new order.

Refunds

We aim to process eligible refunds within 2–3 working days following receipt and inspection of returned items, subject to statutory refund deadlines.

Where statutory cancellation rights apply, refunds will be issued no later than 14 days after we receive the returned goods or satisfactory evidence that they have been sent back, whichever is earlier.

Refunds are issued to the original payment method. Once processed, the time taken for funds to appear in your account will depend on your bank or payment provider.

Where required by law, refunds will also include the original standard delivery charge.

Import duties or taxes paid directly to third parties may need to be reclaimed from the relevant customs authority or delivery provider.

EU Right of Withdrawal

Customers residing in the European Union have the right to withdraw from an eligible online purchase within 14 days of receiving their order, without providing a reason. For orders delivered in multiple shipments, this period begins when the final item is received.

To exercise this right, please send a clear statement of your decision to withdraw to support@suplexapparel.com, including your order number. You may also use the model withdrawal form below, although this is not compulsory.

Following notification, items must be returned within 14 days. Customers are responsible for return postage unless otherwise required by law.

Refunds will include the cost of standard outbound delivery where applicable and will be made using the original payment method. We may withhold reimbursement until the goods are received or evidence of their return is provided, whichever occurs first.

Returned goods should only have been handled as necessary to inspect their nature, characteristics and fit. Any reduction in value resulting from handling beyond this may be deducted from the refund, in accordance with applicable law.

EU Model Withdrawal Form

If you wish to withdraw from your purchase, you may email the following information to support@suplexapparel.com:

I hereby give notice that I withdraw from my contract of sale for the following goods:

Goods: [Product name]
Order number: [Order number]
Ordered on: [Date]
Received on: [Date]
Customer name: [Full name]
Customer address: [Address]
Date of withdrawal: [Date]

A signature is required only if this form is submitted on paper. This form is optional; any clear statement communicating your decision to withdraw is acceptable.

Incorrect, Damaged or Faulty Items

If you receive an incorrect, damaged or faulty item, please contact support@suplexapparel.com with your order number, a description of the issue and photographs where appropriate.

Our team will review the issue and arrange an appropriate resolution in accordance with your consumer rights.

Where an error has been made by SPLX, we will cover reasonable return postage costs if a return is required.

Contact & Support

For any questions regarding shipping, deliveries, returns or an existing order, please contact:

support@suplexapparel.com

Please include your order number in all enquiries relating to an existing order.

Our customer support team operates Monday to Friday, and we aim to respond to enquiries within 24–48 working hours.

This policy does not affect your statutory consumer rights.