Returns & Cancellation

100 days right of cancellation

We offer a 100-day return policy on items that you purchased in the skatedeluxe skate shop. For all non-worn and non-damaged products that you send back to us 100 days after receipt, you will receive your money back. Upon your request, we'll apply your balance to your new order - e.g. when exchanged for another size or another item. Details on your right to cancellation can be found in our terms and conditions under "instructions on cancellation".

Are returns free of charge?

Returns are free of charge if you use the return documents we provide. We offer free returns for almost all of the EU, Switzerland and Liechtenstein.

How do I send something back?

  • Please register the return online. Log in to your customer account. Select the order under "Orders", click on "More details" and then use the button "Make a return". Print out the documents or request a letter from us. Follow the instructions on the document and put the form together with the items in the package.
  • The returned items should be new and boxed as new. Please do not remove the labels and, if possible, use the box in which the order was delivered in order to prevent damage to the product packaging. If the labels have been removed, please return them along with the items anyway.
  • Cut out the return label and attach it to the parcel with adhesive tape or glue. If available, remove old labels and bar codes from the outside of the box so that the parcel is properly addressed.
  • Bring the parcel to your nearest post office / pickup point and keep the receipt until we confirm by email that we've received your return. You can track the status of your parcel online with the help of the tracking number.

FAQ

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I have no return documents - what can I do?
 

Go to your customer account. Select the order under "Orders", click on "More details" and then use the button "Make a return". You can print out the return documents or request a letter with them from us if you do not have the possibility to print anything.

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What will happen to my credit?
 

When you register your return, you can decide what to do with your credit. You can specify whether you want a refund, a voucher or whether we should offset your credit to a new order.

» Your vouchers and credit
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How long does a refund take?
 

Our goal is to process your refund as soon as possible. Upon receipt of your return, your credit will be refunded within 10 days. Refunds will be made to the original payment method your order was placed with or via bank transfer.

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Will the voucher I redeemed expire because of a return?
 

Discount vouchers and Premium Club vouchers can’t be paid out.

If your refund cancels the discount, the voucher value will be deducted from the refunded amount.
However, if you request an exchange within the same product category (for example shoes for shoes, pants for pants) then the discount will become valid again and we will gladly grant it.
Simply write a comment about this when selecting the payment method e.g. "Exchange, please grant me the discount again since it was deducted with the return."

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What is the status of my return?
 

If your return has already been confirmed as received by us, we will process it within 10 business days. You will receive an e-mail as soon as your return has been processed.

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How can I make a complaint?
 

If you want to register a complaint about an item because of a defect, then please send us 2-3 photos via e-mail and describe the defect. Alternately, you can simply send the article back to us. Please tell us exactly what the defect is and how it happened, so that we can process your complaint as quickly as possible. Please make a note of whether you want a replacement (if available), a refund or a voucher.

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