FAQs

How can I contact you?
Please contact us via social media or via email at hello@suplexapparel.com. Please allow upto 24 hours for a reply Monday – Friday. Queries received during the weekend will be answered on Monday.

*Please get in touch through only one method of contact as contacting through multiple channels for the same query may delay response times for you and other customers.

 

Why doesn't SPLX have a telephone number?
Suplex does not have a call centre and we're not set up to handle high volumes of phone calls.

The SPLX was built online, including our customer support. Though you may receive an automated response, all channels are manned by human staff who are eager to help you out, quickly and efficiently.

 

What information do I need to provide you?
Be sure to include as much information as possible eg/ order number (#ABCD-123456), email address  etc. This will allow us to answer any questions you have as quickly as possible.

 

Restocks?
We can't always give a heads up about product restocks as it's always subject to change. To be the first to find out restock dates, keep a close eye on our social media and look out for emails regarding restocks.

 

How Do I Track My Order?
You will receive a tracking number via email from our courier DHL. You will also receive a text message from DHL confirming that your package is on its way to you. You can track your package through the DHL website.

 

Received a Faulty Item?
We are so sorry to hear you have received a faulty item! Please send us the following info:

  • Your Order Number
  • Item Name
  • Photos that show:
    1. Product fault as clearly as possible
    2. Full-length photo of the item
    3. The SPLX logo and label

There is no need to send your faulty item back to us; it could delay the resolution time.

If your item was damaged on delivery, please get in touch with us within 7 days with photographic evidence so that we can get it sorted for you.

 

I Haven’t Received My Refund
Depending on the method of payment, please allow 7-10 working days for refunds to be processed.

 

I Want To Change My Order
We’re unable to make any changes to your order once you’ve hit the ‘place order’ button, this includes the following:

  • Changing the item or size
  • Delivery/billing address
  • Adding items to your order
  • Shipping method

If there is an issue with your order following order confirmation, please contact us via social media or email and we will do our best to help you.

 

You Have Sent Me The Wrong Item
In the unlikely event you have received the wrong item, please contact us immediately with the following information to ensure that we can get this resolved for you quickly & efficiently: 

  • Your order number
  • The name of the item you did not receive
  • The name of the item you received in it's place
  • A clear photograph of the item you have received, including logo

Once we've received the above info, our Customer Support team will get this sorted for you as soon as possible.

You may be asked to return the incorrect item back to us through our returns process.

All claims for orders arriving without the correct/missing items must be made within 7 days of the delivery date.

 

How do I become a SPLX athlete?
We don't really have set criteria when we choose our athletes, as all our athletes are so unique. The only advice we can offer is to identify what makes you unique and how that unique nature or ability can inspire others to become greater versions of themselves.

We don't currently have an official application process to become a part of the team but make sure you’re following us on social media, we’re always on the look-out for new athletes..