Customer Service_

FAQ

    • General

       

      How can I find out if I have a local store who has suplest shoes in stock?
      Details of all our dealers are included on our website. You’ll find these in our dealer locator, which you can directly access to our Store Locator.

    • Replacement – return warranty

       

      In which cases can I return items?
      If you do not like the item you ordered, you can claim your legal right of revocation within 14 days without giving reasons.

      In order to improve the product range and service constantly, we would like to have your written statement about the return reason on the suplest REVOCATION FORM. – all we need is for the products to be in their original condition and packaging. Return shipping is not covered.

      All further information can be found in our General Terms and Conditions.

       

      How do I return my product(s)?
      We've made the returns process as easy as possible. Just go to our Returns section to find instructions on how to return your products.

       

      How will the credit be credited in case of a legitimate refund?
      This depends on the type of payment chosen. When paying by credit card, the amount to be refunded and credited to your credit card account. The credit note for returned items, which were paid by means of Paypal, will be paid to the Paypal account.

       

      If I want a refund, how long will it take before I get my money back?
      We will need a little time to process your return. But as a rule you won’t have to wait more than 14 working days to have your money refunded.

       

      Is my purchase with suplest shop safe?
      Don’t worry. To ensure that your online purchase is as safe and easy as possible, we use Secure Socket Layer (SSL) technology. This ensures that the data which is sent over the internet is encrypted and protected. When SSL is activated, you will see a padlock and/or an address beginning with https instead of the usual http in the browser address line. This means that you are working now in the secure mode.

    • Product-related questions

       

      How do I care for my suplest shoes?
      The upper material of your shoes should never be put into water or in a washing machine – use a damp sponge in order to clean the shoes.

      After a rainy ride your shoes get wet. Usually, it helps if you take your insoles out of the shoes and let them dry separately. We recommend you to stuff you shoes with some newspaper, which helps them absorb moisture and maintain in shape. Never dry them in the sun, neither at a heater. 

       

      How do I know which size I need?
      If you're unsure which size of suplest shoes, simply use our Size Finder on our website.

       

      If I have a problem with my BOA Dial, what can I do?
      The Boa Fit System dials and laces are guaranteed for the lifetime of the product on which they are integrated. https://www.boafit.com/support

      Please contact BOA directly to find out if you can get a Spare Part

      – If you have a Pro or Performance Road or Crosscountry shoe, you have BOA IP-1 Dial.
      – If you have a Sport Road or Crosscountry shoe, you have BOA L6 Dial.
      – If you have a Offroad Pro shoe, you have a BOA L6 Dial.

       

      Are my shoes equipped with the technical Solestar insoles?
      If you have purchased a Road or Crosscountry Pro or Performance shoe, your shoe is equipped with the technical cycling insole from SOLESTAR.

      The SOLESTAR insoles are developed for performance-minded cyclists, focusing on improved force transmission and increased comfort.

      – Rigid and load-stable core
      – Developed for ambitious cyclists
      – Improved force transmission and comfort 

       

      Where do I find the pedal cleats?
      We don’t supply the cleats with the shoes. You will receive the cleats, once you purchase pedals, which then have to get mounted to the shoes.

       

      How do I mount the cleats to the shoes?
      If you mount the cleats to your shoes, be aware that you will not have to use all the muscle power you have. We recommend that you use a torque wrench. For most pedal brands we recommend that the torque fitting should be between 5-8Nm for the cleats.

       

      When shall I use the two MTB studs for my Crosscountry shoes?
      We suggest that you only use the studs, when the ground is very misty and the terrain is wet and the turf is deep. Otherwise you should not use the studs, as they make walking on hard surfaces more difficult.

       

      How long does the warranty on your products last?
      We grant warranty on shoes only. suplest cycling shoes are guaranteed to be free from defects in materials and /or workmanship for a period of two years from date of purchase. Proof of purchase in the form of a receipt from point of purchase is required to accompany all warranty claims.

      In order to efficiently process all warranty claims suplest requires that you follow the warranty procedure described on the warranty page.

    • Ordering & Payment

       

      How can I order my suplest shoes?
      Our shoes can be purchased online through our secure webshop (CH and EU), shops of our dealers or through our distributors around the world. You can find the suplest stores in our storelocator.

      This is the procedure how you can order in our suplest shop (webshop).
      1. Place your desired item in the shopping cart and go to "Checkout".
      2. In the second step, you can register or continue the order without creating a customer account.
      3. Now enter your invoice and delivery address.
      4. Then you can select the desired payment method. Various payment methods are available.
      5. In the next step, check your information about the order. You close the order by pressing the "Place order" button.

       

      Is there a minimum order value?
      No, there is no minimum order value / amount.

       

      Are the displayed items also in stock?
      The contents of our articles are updated regularly and at short intervals. All items displayed in the supplest shop are usually available. If this is not the case in exceptional cases, and we can’t carry out your order immediately, we will inform you as soon as possible by e-mail.

      In case of non-availability of the ordered goods, we reserve the right not to deliver. In this case, we will notify you without delay and will immediately refund any payments already received.

       

      Do I have to register to order in the shop?
      No, you can also order as a guest.

       

      What payment methods can I use?
      We accept the following payment cards: Visa, Mastercard, as well as PayPal.

       

      How will I know you've received my order, and when will the payment be debited to me?
      We’ll send you an email confirmation of your order as soon as your payment has been approved, and we will debit your credit card or PayPal account after your purchase.

       

      Do your prices include VAT?
      Yes, our webshop prices do include value-added tax. In the last step in the check-out process you will clearly see the VAT amount listed separately.

       

      How do I redeem a voucher?
      In the last step of the shopping cart you simply enter the voucher code. The corresponding discount is automatically deducted.

    • Delivery & Shipping

       

      What countries do you ship to?
      We are currently shipping within the EU and Switzerland, and we are adding more countries from time to time. Should you not find your country of residence on the list, please use the dealer locator to see if suplest is available from any dealers or webshop shipping to your country.

       

      What are the shipping costs when ordering?
      Shipping costs within European Union are as following:

      – Free shipping, starting at 250 EUR.
      – Orders under 250 EUR - 12 EUR shipping cost
      – Orders of spare parts and accessories - 5 EUR shipping cost

      Shipping costs within Switzerland:

      – Free shipping for orders above 150 CHF
      – Orders under 150 CHF - 11 CHF shipping cost
      – Orders of spare parts and accessories – 5 CHF shipping cost

      Import duties and taxes may be applied by your local authority. It is a legal requirement that we declare the full transaction value of the contents of all packages. Local import duties and taxes are levied by the carrier on behalf of the local customs authority.

      Shipping costs will be shown in the final basket price.

       

      Who will deliver my ordered items?
      Your order will be delivered by courier or the national post. Please provide a valid address where someone can be reached during the day and receive the package.

      We cannot deliver to P.O. Box addresses.

       

      How long does it take to get my shoes?
      For the standard delivery the delivery time is from the time of the order: 

      – Within Switzerland and Germany the delivery time is up to 5 business days.
      – Within the EU countries (excluding Germany) delivery time is up to 10 business days.

       

      What should I do if I am not at there at the time of delivery?
      If the courier or post can’t hand over the package he leaves a notification card. You can pick up your order in the evening in your nearest post shop. Optionally, you can also request a new delivery. On the notification card you will find all the details for a new delivery and contact details, under which you can specify a time for a new delivery or a need also a different address. As a delivery address, you always have an address under which someone can be reached during the day, like your office address.

       

      Will my package be insured?
      Yes – all products sent from us are covered by standard insurance, so there is no need to worry. Return shippments are not insured.

       

      What should I do if my package does not arrive?
      If your order does not arrive within seven to ten working days after shipping information to the desired delivery address, please contact us.