Below you will find the frequently asked questions that have to do with returning items. Can’t find your answer here? Please contact our customer service.
1. How can I return a product?
2. Is it possible to exchange an item?
3. Will my shipping costs also be refunded?
4. Has my return already arrived with you?
5. Can I also return products in the sale?
7. Can I return my order later during the holidays?
8. Can I return several orders in one box?
9. How fast do I have my money back?
10. Are there costs related to the return shipment?
11. My product is damaged / broken, what now?
12. My product got damaged, what now?
13. My product has been delivered incorrectly, what now?
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1. How can I return a product?
Please follow the steps below:
STEP 1: Return date
You can return your order within 14 days after receiving it. The products should be undamaged and unused with the original labels (and stickers) still attached.
STEP 2: Prepare the products
Pack the items safely with all the labels attached, undamaged and in the original packaging.
Use a solid box. The original boxes for helmets or skates cannot be used as return boxes. Please put them in an extra box.
STEP 3: Fill in the return form
Fill in the return form that you received in your order, please provide the reason of your return and put it back into the box. If you didn't receive the Return Form, please contact our customer service.
STEP 4: Stick the return label
The return label is included with the orders placed with shipping address in Great Britain, The Netherlands, Germany, Belgium, Austria and Luxembourg. Customers from other countries can send the order back at their own expense to the address below.
If you return Poland, please click here to fill in your form.
Stick the return label on the top of the shipping label making sure that the part with the barcode is not pasted on the box closure (the barcode needs to be scanned by the carrier).
Bring the package to the shipping company stated on your return label.
NOTICE: Keep your proof of shipment
Make sure you always receive the proof of shipment and remember to keep it safe. You are responsible for your parcel. SkiWebShop cannot take the responsibility for lost packages.
On the proof of shipment you can find the tracking number. With this number you can easily follow your parcel on its way to us. Go to the website of your postal service to track your return parcel.
You will receive an email as soon as your order is processed in our warehouse.
2. Is it possible to exchange an item?
Unfortunately, it is not possible to exchange a product. If the ordered size turns out to be too big/small, you can return it within 14 days and place a new order for the desired product.
3. Will my shipping costs also be refunded?
If your delivery address is placed within the European Union: When you return the entire order within 14 days from the delivery day, you will also receive the standard shipping costs back. We do not refund the express delivery costs or the island surcharge. If you return only a part of your order, then we credit only the price of the returned items.
If your delivery address is placed outside of the European Union: Unfortunately, we cannot refund ANY of the shipping costs. We refund only the price of the returned products.
4. Has my return already arrived with you?
When you return the return package to the mail order company you will receive proof of this. On this receipt you will find a track and trace code with which you can trace the package via the website of the mail order company. In some cases you will receive this code by email.
Through the track and trace you can see when the returned package has arrived in our warehouse. Please note that it may take a couple of business days for the warehouse to process the package.
The amount is then paid back to the account with which the order has been paid.
5. Can I also return products in the sale?
Of course, the sale products can also be returned within 14 days after receiving. This applies to all our products, both for the sale and for products purchased during a temporary promotion. No distinction is made here, also with these products the amount is simply deposited back into your account.
6. Where is my return label?
The customers from the following countries receive our return label in the box:
- Great Britain
- Luxembourg
- The Netherlands
- Germany
- Belgium
- Austria
Only the customers from Poland can request a label through our return page. The customers from other countries can return their order at their own expense with chosen carrier.
In the diagram below you can see the return costs and expected return time.
Is the label not in the box? Please contact our customer service.
7. Can I return my order later during the holidays?
Many gifts are purchased at SkiWebShop during the holidays. It is of course unfortunate if an article during Christmas does not seem to fit and you cannot return it. In these cases, please contact our customer service.
8. Can I return several orders in one box?
If you have multiple orders at home and want to return them in one box then this is no problem. All items may be put together in one box provided that there is also a return form in the box for all orders. With this form we can see which items have been returned and which order they belong to, without this form the return might be delayed. Only one return label needs to be affixed to the box.
9. When do I get my money back?
We deposit the amount of the item (s) that you send back to the account you paid with. You will receive a message by e-mail, on average this takes 7 working days. Some countries pay a small contribution for the return shipment. An overview of this can be found here. This contribution is automatically deducted from the amount that you get back.
* Due to crowds in the winter sports season, this can sometimes take a few days longer.
10. Are there costs related to the return shipment?
We are doing our best to keep the product prices as low as possible, therefore we ask our customers for the small contribution to the return costs, which will be automatically deducted from the return amount. Please see the costs in the tabel below. We will refund the money with the payment method that you used to pay for your order. You will also receive an email (check SPAM box). Please note that the processing time of your return can take 7 working days after receiving the package. During the winter season it can take a little longer.
11. I received a damaged / broken product, what now?
We are committed to providing our customers with the highest-quality products in perfect condition. In If you received a damaged or defective item, please inform our customer service immediately. Send an e-mail with your order number, description of the defect and a photo of the defect. Return the item, following our Return Policy, which you can find on the return form or on our website. Fill in the return form and put in the box together with the item. As soon as your return is processed you will receive an e-mail from us.
12. My product got damaged, what now?
If your item got damaged during normal usage, please inform our customer service immediately.
Send an e-mail with your order number, description and a photo of the damaged item. We will then check it and look for ways to solve the problem as soon as possible.
13. My product has been delivered incorrectly, what now?
We make every effort to ensure that our customers receive the right products. If you received the wrong item, please contact us and we will help you with the return process. Send us an e-mail with as much information as possible, including your order number, which product you ordered and what you received instead. Attach pictures of the products, product labels and the return form. We will then investigate what went wrong, contact you and figure out how to solve this problem.