Shipping policy
Receiving your order on the agreed schedule, with the product properly protected and with total transparency — that is the commitment Suple Gold operates by. Below, we detail how our end-to-end logistics works.
1. Coverage
We ship to any address within the United Kingdom, covering all regions of the country.
2. Free Shipping
All purchases made on our website are entitled to free delivery, with no minimum value and regardless of the number of items in the cart.
3. Delivery Timeline and Process
For your better organisation, we have divided our logistics schedule into clear steps:
- Order Cutoff: 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, will be processed on the next business day.
- Handling Time: Our team has 1 to 3 business days (Monday to Friday) for technical inspection, sorting, and secure packaging of each item before dispatch.
- Transit Time: After posting, the carrier’s transit time is 3 to 7 business days (Monday to Friday), varying according to the destination location.
- Total Estimate: Considering the start of processing (respecting the cutoff time), the expected arrival time for your order is 4 to 10 business days.
4. Delivery Partners
We use the services of carriers with wide national coverage. The carrier selection is made automatically by our system, prioritising the option with the greatest security and speed for your address.
5. Order Tracking
As soon as your order is dispatched, you will receive an automatic email with the tracking code and the tracking link. You can check the updated delivery status using the tracking link in that email. If you do not receive the email within 24 hours after dispatch, or have questions about the delivery status, contact us by email at contato@suplegold.com.
6. Responsibility for the Address
If the item is returned due to an error in the address provided or the absence of the recipient, we will contact you to arrange reshipment. If necessary, the cost of the new shipping will be informed in advance, before any charge.
7. Protection Against Damage and Loss
Damaged packaging: If you notice visible damage to the packaging at the time of delivery, refuse the delivery. If the defect is noticed after opening, contact us by email at contato@suplegold.com within 15 days, sending photos of the package and the product.
Confirmed loss: In cases of loss or theft of the shipment during transit, confirmed with the carrier, Suple Gold guarantees the customer the choice between reshipment of a new product or full refund of the amount paid, in accordance with our Return and Refund Policy. To do so, contact us by email at contato@suplegold.com, providing the order number.
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