FAQ


More question about :

Delivery
Where is my order ?

As soon as the DHL label is printed, you will receive a tracking number and you will be able to follow the delivery

How fast is the delivery ?

Normally it takes 24-48 hours for the delivery. An order received before 09.00 AM will be shipped the same day and delivered the day after.

Should I pay additional costs ?

The freight cost and VAT charges will be calculated and added when checking out of the order, if you are resident in the EU.
• For customer within the EU, no additional costs will occur after check out and payment, since VAT and freight charges are included in the final invoice.
• For companies within the EU, freight is included, but no VAT will be charged.
• For customers outside the EU : Freight is included but no VAT will be added upon checkout, since VAT duties will be charged by your local authorities upon entering your country

In which countries do we deliver ?

We do deliver all over the EU, Swizerland, and Norway. For any other destinations in Middle East, Africa, please do not hesitate to contact us.

Can I have my order delivered to my work address ?

Yes you are able to register a different delivery address

Returns and refunds
What is the return policy ?

If you return an item purchased from us in the same condition received within 14 days of receipt of that item, then you are entitled to a full refund. Your refund will be issued using your original payment method. Return shipping charges have to be organized and paid by you.

How to return a product ?

Please contact us at :

What is the exact address for the return ?

Our address is :
Wannanote SAS
ZAE la fossette
5 rue Philippe Lebon
14440 Douvres la Délivrande
France
Please download the following document to return your parcel

Should I pay for the return cost ?

As you will be paying for the return cost, you can use the courier company of your choice, but we recommend that you use one, which provides you with a tracking number. As the parcel remains your responsibility until it arrives back to us, make sure that you get proof of postage in case you need to later inquire about your return.

If you return a product from Norway or Swizerland, make sure you indicate « returned product » for the customs.

When do I expect the refund ?

All items are inspected on return. In order to receive a full refund, all items must be returned to us unworn/unused and in the same condition you received them. This includes the original packaging.

As soon as the control is OK, we will proceed with the full refund.

Do you refund the VAT or duties if I return something ?

We do a full refund on what you paid on our website. We cannot refund any VAT or duties you would have paid in your country.

Order issues
I have received an incorrect item, what shall I do ?

Please send us a mail to european-service@supernote.eu. We will try to sort out this situation very quickly.

I am missing an item in my order, what shall I do ?

Please send us a mail to european-service@supernote.eu. We will try to sort out this situation very quickly.

I made a mistake and want to cancel my order, what should I do ?

Please send us urgently a mail to cancel-order@supernote.eu

I’ve cancelled my order, when will the refund be done?

After checking your product, we will issue the refund.

I am a company and I can’t register my VAT number ?

Your VAT number is checked on the EU database. If it is not correctly written, the system will refuse it (make sure not to forget country code, space, points, etc.) It can happen that you have a VAT number but your administration does not allow you to claim the VAT. In this case, the EU database will not validate your VAT number.

We invite you to check your VAT number on :
Vies on-the-Web – European Commission (europa.eu)

Payment & promo
How can I pay for my order ?

You can pay through our website via Mastercard, Visa Card, American Express, Paypal and Apple Pay.

I’m struggling with those payment methods, how can I pay ?

If you face a problem, you also could pay via bank transfer. So please send us an email to pascal@supernote.eu

. We will send you our bank details. As soon as we receive the payment on our bank account, we will proceed with the delivery.

Do you offer student discount ?

We offer a €20 discount exclusively to students on Supernote devices on presentation of their student card and proof of enrolment. After checking these documents, a discount code will be sent to you by e-mail.

Invoice
How can I get an invoice with my order ?

You will receive your invoice per email and an invoice is shipped in the parcel as well.

Product and warranty
Does the Supernote device have a warranty ?

Yes the devices purchased from Supernote.eu include a 2 year warranty except for accessories.

In case of technical problems with the pen for instance, you can contact us and we will study your demand case by case.

Can I contact you per mail or phone ?

Yes of course, we invite you to contact us per mail to european-service@supernote.eu
And per phone to +337 49 05 75 14.

Please download the following document for your warranty

What happens if a product is not on stock ?

You always can preorder if the preorder button is on. In this case, your order will be treated as a priority as soon as we receive our new delivery from the origin.

So if you are in a hurry, we invite you to choose another combination for your bundle.

My account
I have problem creating my account, what should I do ?

In case you face a problem creating your account, you can send us a mail to : european-service@supernote.eu.

More questions ?

    Login In

    Lost your password?