Frequently Asked Questions (FAQ)

We’ve gathered here the answers to our customers’ most common questions. If you can’t find what you’re looking for, our support team is ready to help.

Shipping and Delivery Times

What is the delivery time for my order?
The estimated time is 4 to 10 business days, combining preparation time (1 to 3 business days) and transit time (3 to 7 business days), starting from the beginning of order processing. This time may vary depending on the destination location.

Is shipping really free for all of the United Kingdom?
Yes. All purchases made on our website are entitled to free delivery, with no minimum purchase value and regardless of the number of items in the cart, to any address within the United Kingdom.

How does the order processing cutoff time work?
Orders with payment confirmed by 2:00 PM (London time, GMT/BST) begin the separation process on the same business day. Purchases approved after this time, or on weekends and holidays, are processed on the next business day.

How can I track my order?
As soon as your order is dispatched, you receive an automatic email with the tracking code and tracking link. You can check the status using the tracking link in that email. If you don’t receive the email within 24 hours after dispatch, contact us by email at contato@suplegold.com.

Do you deliver nationwide?
Yes, we ship to any address within the United Kingdom, covering all regions of the country.

What happens if I’m not home to receive my order?
If the product is returned due to the recipient’s absence at the time of delivery, we will contact you to arrange reshipment. If it’s necessary to charge for new shipping, the amount will be informed in advance, before any charge.

Payment

What payment methods do you accept?
We accept credit cards (Visa, Mastercard, American Express, and other major credit cards), debit cards (major debit cards accepted), and express checkout with Apple Pay and Google Pay.

Is payment secure?
Yes. All data traffic between your browser and our server is encrypted via SSL protocol. Additionally, Suple Gold does not store any sensitive card data (number, expiration date, or CVV) — this information is processed directly by the payment gateway, in a secure and isolated environment.

Why is my payment still “under review”?
Orders showing signs of suspicious or unauthorised activity may undergo additional verification before approval, as a way to protect the cardholder against fraud. For higher-value purchases, an extra identity confirmation may also be requested. As soon as verification is complete, you will be informed of the order status.

Exchange, Return, and Refund

How do I request an exchange or return of a product?
Contact us by email at contato@suplegold.com, providing the order number and reason for the request. We will send the return shipping label by email, at no cost, for you to download and print. Hand the product to the carrier, in its original packaging and with all items included. After receipt and validation, you may choose an exchange or a full refund.

I received a defective product, what do I do?
Contact us by email at contato@suplegold.com, providing the order number and sending photos or videos that clearly show the problem. After validation, you may choose an exchange for an equivalent product or a full refund, with no shipping cost.

How much time do I have to request a return?
You have up to 15 calendar days from the date of receipt of the order. For returns without a defect (change of mind), the product must be in new condition, in its original packaging, and with all items included.

Who pays for return shipping?
Suple Gold fully covers the cost of return shipping in all cases — defect, damage, order divergence, or change of mind. We do not charge any restocking fee or administrative cost.

How long until I receive my refund?
The refund is processed within 10 business days after the request is approved, using the same payment method used in the purchase. For cards, the time for the amount to appear on the statement may vary depending on the issuer.

Customer Service and Trust

How do I contact Suple Gold?
You can reach our team by email at contato@suplegold.com, Mon–Fri: 8:00 AM to 6:00 PM (London time, GMT/BST), Saturday and Sunday: Closed. Average response time is 1 to 2 business days.

Is Suple Gold a registered/trustworthy company?
Yes. Suple Gold is a registered company. All of our purchase, shipping, payment, and return policies follow the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Business Information

Email: contato@suplegold.com

Address: Rua Anna Fachin Vieira, 115, Jardim Joaquim Procopio de Araujo Ferraz, Ribeirão Preto, São Paulo, 14065-360, Brazil.

Business Hours: Monday to Friday, 8:00 AM to 6:00 PM (London time, GMT/BST), Saturday and Sunday Closed

Response Time: 1 to 2 business days