FAQ

Shopper

General

What do you mean by Sueted?

It means to ‘try on” your order in our mobile boutique. As you may have already guessed, this is a play on the word “suited”.

What is the Suete?

The Suete is what we call our mobile boutique / delivery and pop-up van

How can I become a member of Sueted?

You can sign up for free and choose any of the 3 membership packages specified. The different membership tiers determine what services you have access to and your delivery limit but everyone will have the opportunity to enjoy Sueted deliveries, provided the retailer from which you’re shopping is listed with Sueted.

Can I shop from a retailer that is currently not listed on Sueted?

Yes! You can shop from any retailer even if they are not listed on Sueted. You will however need to have such items shipped to Sueted’s warehouse for subsequent dispatch to you. Bear in mind that this will increase the time it takes for the items to get to you, as you’ll only be able to book a delivery slot once we’ve received the item at our warehouse. You will be charged (free and premium subscribers) based on your postcode and will be required to pay once you’ve booked your slot. You can check your estimated delivery cost with us before you have your items delivered to us. Platinum customers have access to all retailers, regardless of whether or not they are listed on our website, for free (as long as the allocated number of quarterly deliveries is not exceeded).

Can I try on the products I purchased in the Suete?

Yes! Our Suete’s are fitted with safe, well-lit changing rooms with mirrors for you to try on the products, regardless of your delivery location.

How do returns work with Sueted?

Once you decide on the items you would like to return, you leave them in a secure bag on-board with your return label attached (for stores that include return labels in the delivery package). If the store you have shopped from does not include a return label in your shipment, you’ll email your return labels to us and we’ll take care of the rest.

How long do I get to try on my items in the Suete?

You can try on your items at ease, as our Suete will wait for you outside your chosen location of delivery for as long as your membership tier permits. Free subscribers will get 10 minutes on the van, premium subscribers will get 20 minutes and platinum subscribers will get between 30 minutes and 1 hour. Don’t worry; most of our customers require only 5 minutes to try so whatever time you get will be more than enough. Just bear in mind that the less time you have on the van, the less likely it is that you’ll be able to bring on your friends to share your delivery experience.

Delivery

What is the delivery charge?

You pay nothing to Sueted but just pay the retailer their delivery charge (if any) provided the retailer is listed on Sueted. If your chosen retailer is not available on Sueted, we’ll calculate the cost of your delivery based on the delivery address you provide.

Will Sueted be able to get just one delivery to me or does it have to be multiple deliveries?

We can deliver as many deliveries as you want but consider the length of your delivery slot as you may struggle to fit too many deliveries into a 10-minute slot to try on. (for free membership) Not to worry though, you’re able to extend your delivery slot by another 10 minutes at a rate of 50p per minute or you can subscribe to our premium membership for extended time slots.

Will I be able to get deliveries from different retailers at the same time?

Yes, we will be able to aggregate your deliveries from different retailers.

How many deliveries can I get in a month?

Free subscribers can receive one (1) free delivery per quarter from brands listed by Sueted. Additional deliveries will be charged at £4.99 for a 10-minute slot, £9:99 for a 15-minute slot and £14:99 for a 30-minute slot.  Additional deliveries for brands not listed on the website will be subject to delivery costs.

Premium subscribers can receive three (3) free deliveries per quarter from brands listed by Sueted. Additional deliveries will be charged at £4.99 for a 15-minute slot, £9:99 for a 15-minute slot and £14:99 for a 30-minute slot. Additional deliveries for brands not listed on the Sueted website will be subject to delivery costs.

Platinum subscribers can receive five (5) free deliveries per quarter from brands listed by Sueted. Additional and custom deliveries will be charged on a case by case basis.

Can I change my delivery address or redirect my parcel with Sueted?

Yes you can, but you’ll have to do this before your item gets dispatched. Unfortunately, we will not be able to redirect once the parcel is in transit.

What if I miss my delivery?

We would always recommend you select the delivery time most convenient to you. You can choose your time/day. However, we understand that life happens and you may need to miss your deliveries. In this case please ensure that you notify us at least 24 hours before your scheduled delivery and we will be able to reschedule for free. Any cancellations within 24 hours of your delivery slot will see a charge of £4.99, when you re-schedule for another day (for free customers) or will count towards your quarterly delivery allowance (for premium and platinum customers). But why would you miss a delivery though when you can literally receive your delivery anywhere – at home, at work at the gym or even a friend’s house.

If the driver is already at your delivery address and you are not available to accept delivery, or you don’t make it to your delivery spot within the allotted time, your driver will leave with your order(s) and you’ll need to reschedule for another day. A second attempt will not be made until you book another delivery slot.

After two failed delivery attempts your parcel(s) will be returned to the retailer(s) and an automatic refund will be processed.

How will I know my delivery is on its way?

You will be able to track your delivery on our App/website and will be sent a notification an hour, and then receive further updates 15 minutes before the delivery reaches you.

What is the process of returning items back to the designer/retailer after purchase?

We give our customers between 10 to 30 minutes to try on the product and decide what they would like to keep or return. If you are dissatisfied with your purchase, then you can return it to us at the point of delivery. We will take it straight back to the retailer so they can start the refund process. The refund can take anything between 24 hours to 30 days to show in your account, depending on the retailer’s return policy.

What if I want to cancel one of my orders?

An order cannot be cancelled by Sueted. This is strictly between you and the retailer you purchase from. Once an order reaches us, our only responsibilities would be to deliver them to you, give you the option to try on, and return unwanted items on the spot

How do you keep my personal information secure?

To help ensure that your shopping experience is safe, simple and secure SUETED uses Secure Socket Layer (SSL) technology. This encrypts and protects the data you share with us when making a purchase.

If SSL is enabled then you will notice that when you look at the location (URL) field at the top of the browser you will see it begin with ‘https:’ instead of the normal ‘http:’. This means that you are in secure mode.

Which cities have the Sueted mobile delivery service?

Currently we are only operating in London but will soon be expanding into other cities in the UK.

Can I purchase other items at the point of delivery from the retailers I ordered from?

Yes, you can purchase items that are displayed in the Sueted van directly from the retailer by logging on to their website, completing your purchase and select Sueted as you have done before. Please note that a retailer that isn’t registered with Sueted cannot display their merchandise in our Suete.

Pop-ups

How do I find out about your pop-ups?

Once you have signed up to our newsletter or are a member of our service, you will always receive a notification when there is a pop-up close to you. We do recommend you keep your location notifications on so you don’t miss out on any of our amazing pop-ups!

Which cities can I find your pop-ups in?

Currently we are only popping-up in London, with a view to expand into other UK cities and International locations.

Retailer

General

What is the Suete?

The Suete is our mobile delivery and pop-up van

Delivery

How can I start delivering with Sueted?

Contact us to have us prepare a tailored proposal to “suet” your needs and once we reach an agreement based on your preferences and/or delivery volumes, we’ll assign you the API to set Sueted up on your eCommerce check-out page.

Is there a binding period for agreement?

Agreements are tailored to every individual retailer. All retailers are allowed to run a one week pilot prior to deciding how long they would like to stay on board. Please note that we cannot guarantee you a spot for either deliveries or pop-ups if you haven’t signed a contract with us.

Will Sueted pick up the customer deliveries from me or do we ship it to your central warehouse?

We are open to both options, depending on your location. However, please note that we may be unable to pick up directly from certain locations outside London for now, but we may be able to assign one of our third party contractors to make long-distance warehouse pick-ups and deliver to us.

Will I be able to cross-sell my products in your Suete at the point of delivery?

Yes. We recommend you to personalise the outfit selections that you wish to send to your customer during delivery.

How will you take the payment from the customer in case they purchase more items in the Suete?

Any customer that purchases items that you have displayed in our Suete at the point of delivery will complete that purchase through your website and select Sueted at check out, where he will be able to indicate that the purchase is a cross-sell so that the appropriate commissions can be applied.

Tell me more about cross-sell commissions?

We charge a small commission of 30% on any item that’s not part of a customer’s original order, which ends up getting purchased on the Suete.

What about insurance for my products?

We are insured for up to £50,000 worth of merchandise carried in our Suete but all businesses are advised to speak with their insurance advisors to determine how this applies to their business.

How can I track the delivery of returned orders from my customers?

All returned orders will show up on every Sueted retailer’s dashboard, provided the API has been integrated.

Advertising

Can I hire the Suete for the sole purpose of advertising?

Yes, this is an option and our clients who have done this in the past would also include mobile window displays to further emphasize their marketing campaigns. We are able to recommend a visual merchandiser to create impactful window displays or we’re happy for you to commission one.

How does Suete advertising work?

  1. You can choose from the different options for advertising that includes front, rear, left side, right side or any combination of these. 
  2. Once you have finalised your artwork (specific to the dimensions) we can either print it off for an extra cost or you may want to get it done from your own vendors.
  3. The lead-time for us to print would be 2 weeks from receiving the final artwork.

How long can I advertise for?

We have various daily, weekly and monthly rates for adverts. Contact us to learn more. You can advertise on the Suete for as long as you have your pop-up running if this is included in your contract.

Pop-ups

What does it cost to hire the Suete for a pop up for a week?

Since each pop-up is unique and location costs differ, we’re unable to announce a standard rate but the range could be anything between £1200 to £6000. Please note that this amount can be shared between 2 or more brands. This could come in the form of complimentary brands showing together for the entire duration of the pop-up or allocated day splits between the brands.

Who do I contact if I am interested in hiring the Suete for a pop up?

Please fill out the form on our website or send an email to concierge@sueted.com and a member of our team will get back to you ASAP

Which locations can I do the pop-up at or will you be able to provide a location of my choice?

We aim to collaborate/ find high footfall areas for our retailers to do their pop-ups. We have a list of areas we already have permission for but will do our best to accommodate any other requests you may have.

Do I have to get my own driver or will you provide one?

Our Suetes are driven by highly experienced drivers.

Do you provide furniture, rails etc for the Suete?

Furniture, slat walls and rails are all pre installed in our suetes, but if you require any special fixtures, you’re welcome to provide them during your usage of the Suete. Please note that all additional fixtures are subject to approval by Sueted so you must let us know if you decide to use any additional fixtures. We reserve the right to refuse the use of any fixtures that show up on the day of the pop-up / ad campaign without prior approval.

What are the hours of operation for the pop-up?

We aim for an 8-hour day on average. The Suetes are well lit hence, not restricted by daylight. However, the hours of operation will only be agreed once the pop-up location and other terms have been agreed upon.

Which cities can I do the pop-up in?

We currently have access to London and other UK-wide locations for pop-ups. Send us your requirements and we’ll try to make it work for you.

How soon before my pop-up event can I get the Suete?

We are able to grant access for a few hours in the morning before your pop-up starts for you to customize the look and feel of the Suete before welcoming your customers. More elaborate set-ups that require longer set-up times can request for access 24 hours prior to your booking. We can’t however promise that we will be able to accommodate this pre-booking access request if it comes too late. All pre-booking access request will be subject to approval by Sueted.

Does Sueted provide insurance or do I need to get my own?

We are insured for up to £10 million pounds of public liability. We advise that you speak to an insurance expert for each specific case.

What if I need to cancel my pop-up event?

See our Business Terms and Conditions on the website.

Can I use loudspeakers in and around the Suete?

Most councils require special licences for this hence, a formal request must be made to Sueted, the outcome of which is subject to each council’s approval.

Can I serve alcohol and food in the Suete?

We are happy for you to serve light food and soft drinks but unfortunately alcohol is not allowed unless special licenses are requested from the council. Please contact us to discuss specific needs.

When can I collect my security deposit?

Your security deposit will be paid back as soon as your use of the Suete is completed and we have checked and confirmed that no damage was done (see terms and conditions).

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