Frequently Asked Questions:
My Account
How do I update my billing information?
To make changes to your billing information simply follow the below steps:
Simply log into the your the superdots account
Please Note: For security please ensure your billing address matches your payment card- unmatched details may flag a security breach
How do I update my delivery address?
To make changes to your shipping/delivery information please contact us via email at hello@thesuperdots.com.
I have received a security breach email on my order - what do I do?
To strengthen the security we provide for all online purchases and to better protect you-our customer against any forms of fraud and ensure safety of payment details we carry out a series of special checks on identity and delivery address details sent to us.
Unfortunately in some cases orders are flagged up as a security breach, although your payment may have been successful we would require you (order initiator) to clear this breach.
Acceptable forms of Identification: Passport/ National ID/ Photocard ID
(We require ID that shows your full name as on the order & face- you are *not* required to show full address details -optional)
Please send these details as soon as possible in response to the email issued. Once we receive these documents, we will provide you with confirmation and proceed to dispatch your order without further delay.
If you have any questions regarding a security breach email please contact us at hello@thesuperdots.com and our customer care team will assist you.
PAYMENT
Which methods of payment do you accept?
We accept the following payment cards: Credit Card, Visa Debit, American Express, Discover, Diners, Google Pay, Apple Pay, Klarna , Shoppay & Mastercard.
Are there any hidden fees?
There are no hidden fees involved. Full breakdown of charges are available upon checkout. Taxes & Duties internationally may apply (See Delivery & Shipping page).
What do I do if my Promo / Voucher code isnt working?
Your voucher/promotional code may only be valid for various reasons such as; limited to a one-time use, may not be used in combination with other offers or the code may have expired.
All promotional offers detail terms and conditions of use.
If you have any questions regarding promotions please contact us at hello@thesuperdots.com and our customer care team will assist you.
Shipping & Delivery
When can I expect my delivery of the superdots?
All information is provided on the checkout page.
How long will it take my international order to arrive?
Shipments for international orders is 10-21 business days (weekends excluded) & is dependent on the shipping destination or service interruptions.
I'd like to track my order / I have an issue with my delivery status
All orders are sent via a Tracked service to ensure safe and secure delivery (UK & Rest Of World)
Once your order has been placed, processed and dispatched, we will send you a notice of dispatch email inclusive of your tracking information. This tracking number will come with a direct link to your tracking information.
If you have any further issues related to your delivery that you require our help to resolve please contact us via email at hello@thesuperdots.com if you are experiencing issues tracking your delivery package.
Please Note: It is the responsibility of us, the superdots to provide a secure delivery service and provide delivery information to all customers. It is the responsibility of you as our customer to keep an eye on your package in transit and report any issues to us, as well as respond to any customs requests.
Can I get faster shipping please?
We do have some express shipping options, these will be available upon check out.
Please Note: Delivery time frames are estimates and guidance only, we the superdots cannot guarantee delivery will be completed within these time frames due to various shipping factors/notices outside of our control.
Do you offer FREE shipping?
Yes offer FREE shipping all orders over £30.
Will I have to pay taxes / duties on my order?
DUTIES/ TAXES / CUSTOMS CHARGES
As advised by our courier shipping couriers, customs clearance charges and fees may be payable on items/goods (excluding personal correspondence) entering the destination country including the EU from the UK. These depend on the contents’ value. We The Superdots provide a Customs clearance label CN22/ CN23 (through Royal Mail) this should allow easy passage of all customer parcels through customs.
However the levels and thresholds of charges vary from country to country. Couriers cannot advise on what these may be. Customers are advised to contact the embassy or customs authority of the destination country for help, either directly or via their websites.
In plain terms we are doing everything legally to provide the correct shipping information required by customs for successful delivery, however we cannot 100% promise zero duties/taxes charges upon entry into your country. As per our FAQS Please note that depending on your subscription / order and country, you may be liable to pay local taxes and duties on receipt of your subscription, for which The Super Dots cannot accept liability.
DUTIES & TAXES /COUNTRY VAT PRE-PAYMENT
We The Superdots are EU I0SS compliant, this allows suppliers such as ourselves and electronic interfaces selling imported goods to buyers in the EU to collect, declare and pay the VAT to the tax authorities, instead of making the buyer pay the VAT at the moment the goods are imported into the EU as it was previously the case (for products over 22 EUR). We now collect your home country taxes and duties upon check out on orders up to €150- this ensures quick and easy pass through customs. If you are to incur any fees these should be minimal and only in relation to 'handling fees'. Orders over this threshold amount will be billable by your home country customs upon receipt of your order to customs.
Refusal To Pay Customs Fee- Box Returned’: In the event of you (our customer) refusing to pay any customs related cost in successful delivery of your box. Legally we hold the right to collect the costs of the redelivery fee and also the admin fee chargeable by our courier to return this back to us. This will either be deducted from your refund amount or a payment link will be provided.
Customs Unaccepted -Box Returned: In the the event you (our customer) package does not clear customs for any reason due to home country restrictions etc. A refund less of shipping will be provided, shipping fee will not be refunded, we The Superdots absorb part of the shipping cost for customers as well as freight return costs.
Can I change or cancel my order after it has been placed?
Unfortunately we are unable to modify or cancel orders once they have been placed, as our warehouse begins processing them immediately.
Product Information
Is this product suitable for breastfeeding or pregnancy?
The main ingredients for the Supercharged Clarifying Spot Patch are; Salicylic Acid, Succinic Acid, Niacinamide, Centella Asiatica and Hyaluronic Acid. We would recommend checking with your doctor before using during pregnancy.
How does Supercharged Clarifying Spot Patches work on blemishes?
The Supercharged Clarifying Spot Patches are intended to be used on spots which appear under the skin. They are not intended to improve or correct any discoloration of blemishes on the skin.
Does Supercharged Clarifying Spot Patch work on cystic acne?
The Supercharged Clarifying Spot Patch works best on hidden spots (acne that has begun to form under the skin’s surface, but has not yet come to a “head”). If you are experiencing cystic acne, we recommend a visit to your dermatologist.
Does the microdart hurt?
Our self dissolving microdart acne patches are designed to be minimally discomforting. The microdarts in these patches are tiny, and they are made of dissolvable materials. They deliver targeted ingredients to the affected area of the skin, promoting healing and reducing inflammation.
In most cases, users describe the sensation as a mild tingling or a slight pricking feeling when the patch is applied. It's generally not described as painful, and any discomfort is usually brief.
It's important to follow the instructions provided and to apply the patches to clean, dry skin. If you have sensitive skin or are concerned about potential discomfort, you may want to test a small area first to see how your skin reacts.
Can I use the Supercharged Clarifying Spot Patch with other products or medication?
The Supercharged Clarifying Spot Patch should be applied on clean, dry skin and not in combination with any other topical products.
Do you test your products on animals?
We can confirm that we absolutely do not test on animals. All our products are animal cruelty free and animal test free.
How long can I leave it on for?
We would recommend leaving for a minimum of 2 hours as the self dissolving microdarts start to dissolve & deliver the spot loving ingredients into your skin. For best results it can be worn for over 6 hours day or night.
Can I wear the spot patch in public?
Yes you can. Our discreet & transparent design won't interfere with your daily routine.
Can I reuse it?
We wouldn't recommend this as you may end up re-infecting the same spot. To add to this, the self dissolving microdarts would have dissolved with the ingredients, and so the ingredients will no longer be effective after the first use.
What's the expiry date on this product?
When stored in a cool, dry place out of direct sunlight, Supercharged Clarifying Spot Patches will retain their integrity for 36 months when unopened. Once the seal on the pouch is opened, they should both be used within 4 weeks.
MY ORDER
My order arrived damaged / with missing an item can you help?
If you receive any product(s) damaged or missing in your order from us, we require you to contact us within 14 days of receiving your package. Contact us via email at hello@thesuperdots.com and our customer care team will assist you promptly.
Please ensure you include imagery of the damage for Quality Control and Assurance purposes, this will also help us in better serving you as a customer and providing a solution for replacement options.
Please Note: All damaged products are subject to review and replacement dependent on the type of damage. I.e. damage to outer cartoons with product unaffected will not be replaced.
My order never arrived, can you help?
- Look up your tracking number: Please check the tracking number that was sent to you when the order shipped. If you can't find this email, the very first confirmation email for your order will have a link to an order status page.
- It says delivered: It's unfortunate but since COVID-19, carriers have been experiencing immense delays. We've heard from many customers that a package will be marked as delivered but not actually show up until a few days later. If it's possible to wait a few days longer, it may show up!
Also, please check your porch, doors, mailboxes, etc; anywhere a carrier may have left it. Sometimes carriers will leave packages behind bushes if they're afraid of theft. - Still nothing: Reach out to us with your order number and we'll see what we can do!
My order is missing?
Please check the tracking number that was sent to you when the order shipped. If you can't find this email, the very first confirmation email for your order will have a link to an order status page.
Carriers have been experiencing immense delays. We've heard from many customers that a package will be marked as delivered but not actually show up until a few days later. If it's possible to wait a few days longer, it may show up!
Also, please check your doors, mailboxes, etc; anywhere a carrier may have left it. Sometimes carriers will leave packages behind bushes if they're afraid of theft.
Still nothing: Reach out to us with your order number and we'll see what we can do!
RETURNS
Can I return my order?
Any items from our site can be refunded so long as it’s returned within 14 days of purchase. To qualify for a return/refund, your item must be unused and in the same condition that you received it, including all original packaging. It must be fit for resale. Please note shipping costs are the responsibility of the customer.
Please send package to the following address;
The Purpose Group
PRINCESS COURT
Unit 2
Horace Road
Kingston Upon Thames
KT1 2SL
UK
Faulty purchases
In the case of faulty or wrongly described items, you will be eligible to choose between a replacement or refund. Faulty items must be declared within 14 days of purchase. Please email hello@thesuperdots.com and we'll take you through the process!
Opened or used product
Unfortunately we do not offer refunds on opened or used products. The only exception is when items are faulty, as above.
How long will it take for my refund to appear in my account?
Please allow 3-7 business days for the refund to be processed. Reimbursement of funds will be allocated back to the original form of payment used for purchase.