FAQ - Frequently Asked Questions

How to order in the skatedeluxe skate shop
  1. Select an item

    Choose an item you'd like to order. Select the size you want, then click on the button "Add to shopping cart". If you can't see this button, the product is unfortunately sold out. After you've placed all the items you want to purchase in your cart, click on "Shopping cart". Then click on "Checkout".

  2. Log in

    To order from skatedeluxe you'll have to submit a one-time registration. If you're already signed in, log in with your e-mail address and password. Now you can see your free customer account as well as your orders.

  3. Enter address

    In the next step, you'll be asked to enter your address. You have the option to enter your telephone number in case you ever need support via telephone or encounter any problems. Click on "Continue" and select your preferred shipping method.

  4. Payment

    Choose your preferred payment method. In addition, you can also specify a billing address other than the delivery address. Click on "Continue".

  5. Confirmation

    Now you'll receive all your order information summarized in list form. If everything is correct, click on "Purchase" to submit the order to us. Depending on the payment method, there may be further steps required in order to fully complete the order. You will immediately receive an order confirmation via e-mail as soon as your order has been received. After we've shipped the items, you'll receive an e-mail with the shipping confirmation.

Questions about shipping

Questions about shipping & delivery time are answered here:

» All about shipping
Questions about returns

Questions about returns & cancellation are answered here:

» All about returns
Questions about exchanges

Questions about exchanges & refunds are answered here:

» All about exchanges
Questions about payment

Questions about payment & payment methods are answered here:

» All about payment

Can I change or cancel an order after it has been placed?

You can cancel orders immediately after receiving the order confirmation in your account under "My Account - Orders". You can change your order by phone or e-mail. Please note that we always pack your order as soon as possible. The sooner you can let us know, the better.

How can I notify you about my order requests?

Comments or requests can be made in the comments field during the order process when selecting the payment method.

Can I reserve items?

Once your order has arrived, the requested items will be reserved for you. If you need more than 7 days to pay, please contact us by phone or e-mail.

My country isn't being displayed - what can I do?

We are currently available on two domains, but delivery is not possible in all countries in every domain. Usually, you'll be automatically redirected to the right shop:

If your desired country of delivery is not listed in the shop, you can write to us and we'll check to see if we can make an exception or if there's been a mistake.

My package was returned to you - what now?

There are several reasons why a package might be returned to us:

  • Incorrect address
  • Package not picked up within the holding period
  • Name not on the doorbell/mailbox
  • Mistake by the parcel service

We'd be happy to ship your package again. Just let us know by ​contacting us. We'll also inform you when the package has been processed at our warehouse.

More questions

How do I get stickers and free items?

You can add free items to your shopping cart if your order exceeds a certain value. Scroll down the shopping cart to find them.

» You can get stickers here
What vouchers are available?

There are different types of vouchers: gift cards, discount vouchers, and Premium Club vouchers. You can redeem all kinds of vouchers in the shopping cart before you go to checkout. Learn more about our Premium Club vouchers in the Premium Club FAQs.

  1. Gift cards

    You can buy gift cards in the shop, get them through the skatedeluxe Premium Club, or request them in exchange for a return by checking "Credit as a voucher" on the return form.

    • You can use gift cards just like money to pay for your order and they can be redeemed together with a discount voucher.
    • If your balance is insufficient, please select a payment method for the remaining balance.
    • Unused credit will automatically be saved for your next order.
    • If you no longer need your gift card, write or call us and let us know your bank details for the refund.
  2. Discount vouchers
    • Only one discount voucher can be redeemed per order.
    • Percentage discount vouchers do not require a minimum value, but may only be valid for a specific product category.
    • Discount vouchers with a fixed value are only valid for minimum purchase values. The minimum value is displayed after you have redeemed the voucher in the shopping cart and can also be found on your order’s invoice.
    • Discount vouchers may lose their validity due to returns or cancellations if the purchase value of the items no longer amounts to the required minimum. However, the discount will once again be applied to the exchange if the minimum value is reached.
    • Each discount voucher is valid for a limited period of time and can no longer be redeemed after the expiration date.
    • If you have trouble redeeming your voucher or have any questions, please feel free to contact us.

How do I get vouchers?

  • You can order gift cards easily and quickly in the shop.
  • As a member of the skatedeluxe Premium Club, you can exchange collected Premium Club Points for vouchers.
  • Sign up for our newsletter and follow us on Instagram, Facebook and Twitter so you don’t miss out on any discount voucher promotions.
  • Depending on availability, discount promotions can be also found here:
» Check for discount promotions
How do I redeem a voucher?

In the shopping cart, you'll see the line "Do you have a voucher?". Click on it and enter the discount code - then click on "Redeem voucher". After it's been successfully redeemed, you'll receive a note with details about your voucher. For discount vouchers with a fixed value, please bear in mind the minimum merchandise value.

Why can’t I redeem my voucher?

Discount vouchers are not valid indefinitely and are only saved for as long as you're logged in. If you log out and log in again, you'll need to enter the voucher code again. Gift cards remain stored in your customer account; under "My vouchers and credits" you can check which vouchers you can still redeem and how high your current balance is. If you don't see your balance, please contact our customer service.

How do I find the right size?
  • Our size charts will help you find the right fit.
  • We have our own EU/UK/US shoe size charts that allow you to easily filter for your size. If you're not sure, write to us or give us a call. We look forward to helping you as best we can.
  • If something doesn't fit, you can return it and get your money back or exchange it free of charge.

Why is the size I want not displayed?

All visible items in the shop are in stock. Sizes that are not shown are sold out. If you want to know if there is a restock of an item or size, e-mail or call us. If you have already submitted your order, the items will automatically be reserved for you. If the item or selected size is no longer displayed in the shop after that, then you've reserved the last item.

Are the products the same as in the pictures?

We display all products as close to the original as possible. However, depending on your screen and lighting, there can be deviations. If an item does not meet your expectations you can send it back to us and exchange it or get your money back.

Related topics:

What happens to my personal data?

Your data will be protected and won't be shared with third parties. We comply with all legal regulations.

» Find all privacy information here
How can I delete my customer account?

You can delete your customer account in "My Account". Your customer account will be deleted afterward. As far as commercial and tax retention periods are concerned, the storage duration of certain data can last up to 10 years.

Do you have a catalog?

No. We are solely an online shop and our offer changes on a daily basis.

How does the skatedeluxe Premium Club work?

You'll find out everything you need to know about the Premium Club in the Premium Club How-To and the Premium Club FAQ.

Do you offer skateboards for schools & workshops?

Whether in class or as a workshop: We have the right offer for high-quality skateboards and everything you need for your lesson. You can find all the information on our skateboards for schools & workshops page.