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  1. SUPER.NATURAL
  2. FAQ
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FAQ

How can we help you?

The special Merino-mix from super.natural offers not only functionality in a range of situations, but also durable and stylish products. From technical functional underwear through to cosy shirts, hoodies and beanies, there is something for everyone. We have done our best to answer the most frequent questions from our customers.

General


You can reach us every day via our service hotline for telephone support and advice on: 089 - 189 172 58

Monday to Thursday: 09:00 - 12:00 and 13:00 to 17:00
Friday: 09:00 - 12:00 and 13:00 to 16:00 or 

In order to resolve your enquiry as best and as quickly as possible, we ask you to always send us the following information: 

  • Your order number 
  • The name of the product in question
  • If applicable, a picture of the product and the label

As soon as we have received your email, we will do our best to reply to you as quickly as possible.
Under the following link Size chart (supernatural-merino.com) you will find all the important information about our sizes.

Orders

  1. After you have placed your order in our super.natural online shop, you will receive an order confirmation via email. Please always check your spam folder too! 
  2. From now on we will make sure that your order reaches you as quickly as possible. Unfortunately, changes or cancellations are no longer possible at this point.
  3. Our warehouse packs the goods and prepares everything for safe shipping.
  4. As soon as your parcel has been collected, you will receive an email with all the important information about the shipment.
  5. The order will be delivered to your chosen address!

The super.natural team wishes you lots of fun unpacking and wearing! 🚴
No, unfortunately not. All your information was sent to our warehouse before you received the email, in order to prepare your order for dispatch.
In this case, please contact our customer service at shop@supernatural-merino.com.
No, of course not. This should not happen either, as we update our stock levels regularly.

Product Care

Merino wool is one of the easy-care textiles in your wardrobe. Like down, for example, Merino wool is a natural product. The special type of wool naturally has many great properties such as temperature- and moisture-regulating, odour-neutralising, antibacterial and dirt-repellent. These four properties make our Merino-mix products particularly easy to care for. Compared with cotton or synthetic fabrics, super.natural products need to be washed less often. Nevertheless, there are a few basic guidelines to follow when caring for them in order to extend the lifespan of our products.
Our Merino wool mix has odour-inhibiting properties and therefore does not need washing after every wear. This property makes our products your best companion when out and about. 

Our tip: Simply hang your garment out to air.
You will find the washing instructions tailored to each product on the label inside the garment. To enjoy your super.natural product for an especially long time, we recommend that you do not cut off the washing instructions and that you follow the recommended details.
  1. Set a wash cycle between 30°C and 40°C 
  2. Use a pH-neutral delicate or technical detergent, do not use fabric softener
  3. choose a low spin speed (approx. 600 revolutions per minute)
  4. close zips, buttons and Velcro fastenings before washing to avoid pulling threads
  5. do not put in the tumble dryer
  6. Always wash together with the same or a similar colour 
  7. Clothing made from Merino wool should never be wrung out, kneaded or rubbed. This can cause it to lose its special properties more quickly. 

Extra tip: In many cases it is enough to hang the super.natural products up overnight after wearing and air them out well.

Material

Merino sheep are among the oldest and most resilient sheep breeds in the world. But what makes them so special?
The sheep are built to survive both in freezing cold and in intense heat. Thanks to the natural composition of their fleece, they can easily cope with temperature differences of up to 40 degrees. What works for animals often works for humans too, and this gives rise to perhaps the greatest advantages of using Merino wool: it cools in the heat and warms in cold temperatures. In addition, it does not itch and its antibacterial effect inhibits the formation of odours.
The functional and everyday-suitable BASE products made of 50% Merino wool and 50% polyester form the foundation of super.natural. But why use this unique fibre mix only in the sports sector. To fully exploit the benefits of the material mix, we have developed a timeless ESSENTIAL collection that should not be missing from any wardrobe. In the ATHLEISURE segment, super.natural impresses with the combination of the three components comfort, style and functionality.
The quality of wool is measured by its fibre thickness. The rule is: the thinner the fibre, the softer it feels to wear and the higher the quality. super.natural uses Merino wool with a thickness of 17 microns. This is wool of the “fine” quality class. For comparison: conventional new wool has a thickness of 30-50 microns.
Merino-mix products can absorb the moisture that arises more quickly and release it to the outside than 100% Merino products. To benefit from the antibacterial effect of Merino wool, a wool content of just 30% is already sufficient. The rapid moisture transport of our blended fibre deprives bacteria of their breeding ground, so unpleasant odours do not develop as quickly. So you do not have to worry about unpleasant odours even after activities that make you sweat and after wearing them several times.
Mulesing, a cruel procedure to prevent Merino sheep from being infested by flystrike, occurs mainly in Australia. It involves cutting away folds of skin from the area around the hind legs and the anus of the sheep – an extremely painful procedure and a highly controversial topic in sheep farming. To counter the mulesing problem, the wool used in super.natural products comes exclusively from Südwolle.
  • Merino wool can absorb up to a third of its own weight in moisture, and the polyester ensures the moisture is released quickly to the outside. This combination gives you a pleasant body feel – no trace of moisture.
  • Thanks to the stabilising effect of the synthetic fibre, super.natural products are also suitable for the tumble dryer. 
  • The fibre mix combines the natural elasticity of Merino wool with the durability of polyester. This makes a unique shape retention and longevity of the products possible. 
  • The fine bonding of the materials creates an extremely soft surface. This does not scratch and offers the highest, natural wearing comfort.
  • The antibacterial effect of the enzyme keratin, which is a natural component of Merino wool, prevents the development of unpleasant odours - even after heavy sweating or wearing several times.
  • Merino wool is temperature-regulating: it cools in heat as well as during increased activity and warms in the cold or during breaks.
As versatile as an active life. super.natural represents a balance between nature and technology and enables you to use it in a versatile way. The super.natural products are your ideal companion, both in everyday life, when travelling, as well as for all outdoor, winter sports, fitness or yoga activities.

Returns & Exchanges

We all know the feeling: you order products online that you like at first glance, but after trying them on they unfortunately don't fit or don't meet your expectations. In this case too, we of course won't leave you in the lurch. That's why we offer you a generous period to try on your new styles. 
You can return items to us within 30 days of the order being shipped, and it's free for you.
🐑 Option 1: You have a customer account with us

  1. Log in to your customer account
  2. Select the relevant order
  3. Click on "Return" and select the corresponding item(s)
  4. Please state the reason for your return
  5. Please be sure to enclose the return slip with the parcel so that our warehouse can process the matter quickly
  6. After you have confirmed the return, you can download the return label directly on the page

🐑 Option 2: You do not have a customer account with us
If you ordered as a guest, please send us an email to shop@supernatural-merino.com with the following information: 

  1. Order number 
  2. Return item

You will then receive the return slip and the return label from us.
Of course, you can also exchange an item. To do so, please first follow the return process described above. You then order the new item via a completely normal ordering process in the shop. As soon as we have received the return, you will be refunded the money to your account via PayPal.
It goes without saying that the item of your choice must fit you and that you have to try it on for this. Nevertheless, we would like to point out that we cannot accept returns if the item has been damaged by you, obviously worn for a longer time (perhaps even during sport), or if the labels have been removed. We ask you to return the item to us in its original packaging.
Every now and then, production-related defects can also occur. Should you receive an item affected by such a defect, please get in touch with us. The best way to do this is by email at shop@supernatural-merino.com or by phone on +49 (0)89 189 172 58.
Please do not send any returns to our addresses in Wangen or Munich; our warehouse is located at a different site.
Unfortunately, mistakes can always happen. Of course, we make every effort to deliver the products you have ordered. However, should you have received an incorrect product or a product is missing, please contact our customer service at shop@supernatural-merino.com.
If you bought a super.natural product in one of our retailer stores or received a gift that was bought in a retailer store, this cannot be returned through us or the online shop. You must therefore return or exchange it in the store.

Shipping

Our aim is to provide you with the fastest and most reliable delivery possible – with no hidden costs. That's why we ship your parcel with DHL. You'll find all shipping costs here!

In most European countries, shipping is free of charge from an order value of €100.

Germany: 
  • Order value under €100: €3.95 
  • Order value over €100: free shipping

Belgium and Netherlands: 
  • Order value under €100: €6.95 
  • Order value over €100: free shipping

Denmark, France, Italy, Luxembourg: 
  • Order value under €100: €9.95 
  • Order value over €100: free shipping

Austria:
  • Order value under €100: €6.95 
  • Order value over €100: free shipping

other countries within the EU + Switzerland: 
  • Order value under €100: €14.95 
  • Order value over €100: €4.95
In the email in which we informed you about the dispatch, you will receive all the important information about tracking.
If you have not received an email about the dispatch of your order within 72 hours, please send us a message at: shop@supernatural-merino.com. Please do not forget to state your order number.
Delivery time is usually 2-3 working days. If you place an order on Friday before 9 a.m., the parcel will probably be dispatched the same day and will therefore be on its way over the weekend. If you place your order at the weekend, the parcel will be dispatched on Monday. Did you have your order delivered to your home and delivery was not possible? Then the parcel will be taken to a parcel shop and you will be notified where and when the parcel can be collected.

Payment

As soon as you place your order with us, the work begins for us. So that you know in advance what costs to expect, we have put together a brief summary of the payment options.
We want to devote ourselves entirely to developing your favourite products made from Merino wool. At the same time, you should be able to shop and pay with us in the easiest but also most secure way. That is why we place payment in the hands of our experienced partner PayPal. Don't worry, you can pay with us even without your own PayPal account. With us, PayPal is only responsible for the processing. When making a purchase, choose between: credit or debit card, SEPA, Giropay, Sofort (Klarna) and PayPal. 
All sale prices are displayed including the statutory VAT (19%) in Germany. The statutory VAT of 19% is also added to the shipping costs (only if any are charged to you). At the checkout we list everything out for you in detail again.
For B2B orders, please contact our customer service: shop@supernatural-merino.com. We are happy to help you.
Of course! You will also receive your invoice in your shipping confirmation email.
The time of the debit depends entirely on the payment method you have chosen with PayPal. Please contact PayPal customer service directly here.
You simply enter your voucher code in the basket overview. You get to this overview by clicking the Edit basket button. The voucher value is then immediately deducted from your order value at checkout.