Frequently Asked Questions

Orders

I HAVE RECEIVED THE WRONG ITEM.

We’re so sorry this has happened, so that we can sort this out for you please can you send over the images of what you have received, the packaging it was delivered in and the invoice included inside to info@supplyanddemandnyc.com. Our super friendly customer service team are more than happy to resolve this as soon as possible.

MY ITEM HAS ARRIVED DAMAGED OR FAULTY.

Oh no, we are sorry to hear this has happened to your item. All products are checked thoroughly prior to being dispatched so we are sorry your item must have slipped through, Please send over your order number and an image of the damaged item (ensuring the Supply & Demand label is visible in the pic) to info@supplyanddemandnyc.com and we will have this sorted for you immediately.

MY ITEM HAS BECOME DAMAGED AFTER WEAR.

At Supply & Demand we pride ourselves on the quality of our items and believe that they should last. We’re sorry to hear your item has become damaged after wear, please attach images of the damaged item in an email to info@supplyanddemandnyc.com and one of our customer service advisors will be in touch with a solution.

AN ITEM IS MISSING FROM MY PACKAGE.

All packages are checked prior to being dispatched. Please could you send over your order number to info@supplyanddemandnyc.com and confirm whether the package appeared tampered with and our team will be able to investigate what has happened and have this sorted for you!

CAN I CANCEL OR CHANGE MY ORDER AFTER I HAVE PLACED IT?

As soon as your order is placed, our team work hard to ensure that this is dispatched as quickly as possible. Unfortunately, this means that we’re not able to change any order details once the order has been confirmed. If you need details amending or the order cancelling, please send over the order number and what exactly needs to be changed/cancelled to info@supplyanddemandnyc.com or one of our social media channels and we’ll try our best to sort this for you!

WHY WAS MY ORDER CANCELLED?

We’re sorry to hear your order has been cancelled. If you have received a cancellation email from us, this will be because the item has either been found to be out of stock when we came to pick your order or, our payment provider has declined to accept your payment method. Your refund will be in your account within the next 7 working days (this time frame is dictated by your bank and isn’t something we can speed up unfortunately!).

PRODUCT

WHEN CAN I BUY NEW COLLECTIONS?

We have seasonal drops of new product and so we’re continually uploading new items. Keep an eye on our social media or sign up to our newsletter to keep ahead of the latest drops…

WHAT SIZE SHOULD I ORDER?

We always want our items to fit our customers perfectly, so we provide a size guide available for all items on our website. All our items generally fit true to UK size but if we know a product’s material creates a slightly different fit, we’ll recommend sizing up or down in the product description box alongside the item. Please see our Supply & Demand size guide HERE

Delivery

WHERE IS MY ORDER?

Once you are done shopping with us and confirmed your order, you’ll receive a confirmation email with your order details. Our warehouse team will then start processing your order, getting picked, packed and shipped straight to you. Once this has been dispatched, you’ll receive an email notifying you of this with a tracking link included. Your tracking will continue to update as your parcel makes its way to you so please be patient! If your order is missing, please send us an email to info@supplyanddemandnyc.com

Can I change my delivery address after placing my order?

WHY IS MY ORDER LATE?

We know you want your purchase as straight away (we all do), and our warehouse team works hard to ensure that orders are dispatched ASAP. However there are also external factors that sometimes take this out of our hands.

If there has been a delivery attempted but not received, you can re-arrange delivery with the courier directly.

If you requested next day delivery (when ordered before 3pm) and delivery has not be attempted, please send us an email to info@supplyanddemandnyc.com and we’ll investigate this delay with the courier.

WHERE IS MY ORDER BEING DISPATCHED FROM?

All orders are shipped from our warehouse in Manchester, United Kingdom.

Returns

ARE RETURNS FREE?

Unfortunately we do not provide free returns and cannot be held responsible for any return postage costs. Please ensure that you include the name of the person on the original order or Paypal receipt. However, If we made a mistake and sent you the wrong order, or if you received damaged products, we will refund shipping charges.

HOW DO I RETURN?

Please return your order by a recorded method of postage/courier to:Supply & Demand Returns, Unit B4: 1&2, Heywood Distribution Park, Heywood, United Kingdom, OL10 2TT

WHAT IS YOUR RETURNS POLICY?

We’re all guilty of an impulse buy, Supply & Demand understand that. If you’re not completely satisfied with your purchase. All unworn merchandise may be returned in its original package, along with the receipt, for up to 14 days from the date of purchase.Refunds will only be made in the manner in which the payment was made. Shipping charges are non-refundable, except in the limited circumstances described below. If you received a free gift with your order or purchased the item as part of a multi-buy promotion then in order to receive a full refund the free gift must also be returned with your time. If not returned, the full RRP of the free gift will be deducted from your refund.

I HAVE LOST MY INVOICE. HOW DO I GET A NEW INVOICE?

Please don’t worry about your missing invoice! You can just include a note inside your package with your order number, full name and reason for returning your item and we’ll still be able to process this for you as normal! However if you do feel more comfortable downloading our returns form, please click HERE

HOW DO I RETURN MY ORDER FOR AN EXCHANGE?

We’re so sorry that your purchase wasn’t right for you, however we cannot facilitate exchanges. An alternative is that you, send back you current order and place a new order via our website. In the long run it works out better for you as you will receive it quicker than you would an exchange.

MY REFUND IS INCORRECT

We’re so sorry to hear this and want to get this resolved for you as quickly as possible so please send over an image of your returns postage receipt, and any further information you have to info@supplyanddemandnyc.com and we’ll have this sorted for you as soon as possible.

HOW LONG DOES IT TAKE FOR MY REFUND OR EXCHANGE TO BE PROCESSED?

Refunds and exchanges are processed within 5 working days of us receiving the item(s) back at our warehouse.

CAN I GET MY REFUND ON A DIFFERENT CARD?

Unfortunately, we can only ever issue refunds back to the original method of payment supplied at checkout. If you have lost or cancelled your card, this will not affect your refund as your bank will be able to transfer your payment over to your new account. You can discuss this further with your payment provider.

Payments

I HAVE BEEN CHARGED INCORRECTLY.

We only charge the amount that is confirmed by yourself at checkout, if there is any discrepancy please be sure you have checked out in the correct currency. If you have and your invoice/confirmation emails show an alternative amount to the total you confirmed at checkout, this is likely to be a misprint. Please check bank statement which will confirm the correct amount has been withdrawn. If this is still incorrect, please contact us at info@supplyanddemandnyc.com and we’ll look into it for you.

DO YOU HAVE ANY DISCOUNTS?

Here at Supply & Demand we run promotions, competitions and discounts through our email subscription and social media pages so make sure to sign up and keep an eye on those platforms! You can sign up to our email subscription at the bottom of the page and follow our Instagram HERE

THE PRICE HAS CHANGED SINCE I ORDERED.

As an online retailer, our prices can occasionally change due to factors such as stock levels, customer demand and fashion trends. Due to this, we are regrettably unable to amend an item price once the order has been completed.

WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept the following as methods of payment.

Visa Debit
Visa
Mastercard
Visa Electron
American Express
Paypal
Google Pay
ApplePay
Clearpay - Learn More

HOW DO FINANCING METHODS WORK?

All financing methods perform a credit check to obtain a credit score on all new users upon registration. Once your credit score has been confirmed and your account has been verified, Klarna, Clearpay and Laybuy assign your finance limit and you can begin shopping immediately.

Clearpay

All Clearpay customers are required to make their first payment at the time of purchase. The remaining three payments are deducted automatically every 2 weeks in instalments from your selected payment method. If you would like to make additional unscheduled payments before they are due, you may log in to Clearpay to make your payments early. Clearpay will then adjust the amount owed accordingly. You can log in to your Clearpay account anytime to view your payment schedule or make a payment before the next due date.

HOW DO I USE FINANCING METHODS?

Just shop at Supply & Demand Sport and checkout as usual. At checkout, choose which financing method you would like to use. You will be directed to their website to register and provide payment details (visa or MasterCard). If you’ve used your chosen finance method before, just log in to your account. Then complete your order.

WHAT IS YOUR ONLINE SECURITY POLICY?

To protect our customers from online fraud, we operate the strongest fraud prevention checks available to us via our platform. While this helps in keeping your accounts and card details secure, it also means some payments cannot be processed. Money is not held by us and is released back to your account by a third party. Paying by PayPal is often a more secure way to pay due to the additional layers of security it employs to verify user identity. It could also be helpful to check your shipping and billing address are identical before placing your order. In the unlikely event your card has been used fraudulently, we urge you to contact your payment provider immediately and inform us at info@supplyanddemandnyc.com.