Frequently Asked Questions
Hey there! Too bad that you did not find an answer to your question on our website. We are more than happy to help you. Unfortunately, we can't answer all questions by email. Please read these frequently asked questions, if you have already ordered and you have a question about your order you can email us at [email protected]
Please add your Order Number in the subject; we do our best to answer all questions within 48 hours on business days (Monday-Friday).
As of the 1st of July 2021 the European Union will have new rules regarding the VAT that needs to be paid on products shipped to countries inside the European Union. From this date you will be charged with your National VAT rate, the product price will be increased in case your National VAT rate is higher than our National VAT(which is 21%), and decreased if your National VAT is lower than our National VAT. This will be calculated based on the country your order will be shipped to.
For more information, we advise you to take a look here : https://ec.europa.eu/taxation_customs/business/vat/modernising-vat-cross-border-ecommerce_en
Customers outside the European Union will remain to be exempt for VAT.
When will my order ship?
At Skirmshop, we understand the importance of getting your items as fast as possible. Our team is dedicated to making sure all orders placed and paid before 15:00PM (CET) will be packed and shipped the same day. In case the payment is delayed, the package will be shipped the day the payment is received. Orders placed during national holidays or weekends will be shipped the first following regular business day.
National Holidays (2021) outside of weekends:
Dutch national holidays
New Year's day
Whit (Pentecost) Monday
How long will it take to get my order?
Unfortunately, we can't say exactly how long shipping will take. We advise you to regularly check the process of your shipment with the provided Track and Trace.
How can I track my Order?
All shipments are either processed by our local courier (PostNL) or for selected countries with DHL. We have no influence over who will pick up the package in the country of destination both couriers work with partners for the quickest delivery possible. You can track your order through the link that has been sent to you once it has shipped, please check your spam folder.
Where can I find my Tracking code?
You automatically receive an email when your order is packed and shipped. In some cases, the email gets stuck in the spam folder, we recommend you check that as well.
Can I change the delivery address after placing an order?
If you provided us with an incorrect delivery address, we urge you to inform us as soon as possible by providing your personal details and order number to avoid problems with delivery.
In case your package has already been shipped we cannot change or retrieve it before the courier service has tried to deliver it at the erroneous address. Most of the time they will fail to deliver your package and it will subsequently be returned to us after a few business days. We can then resend the package to the correct address, but you will be charged for the shipping costs.
In case your package got delivered to the erroneous address, we unfortunately can’t do anything anymore. We advise you to try and get in touch with the person living there to claim your package.
The tracking shows the package has been delivered, but I have yet to receive anything.
Please contact us with your full details and order number. We will check with our courier what went wrong and find a quick solution for you.
Will my order go through customs and do I have to pay custom/TAX fees?
Only orders from outside the European Union will be checked by your local customs agency, they will charge your local tax and customs fees. You don’t have to pay our local VAT/GST (21%) this will be deducted before you check out.
We advise you to check if all ordered items are legal to receive in your country. We are not responsible for the seizure of your order in case it violates your local laws. We are unable to refund you in case your order is seized by local authorities.
Can you ship to my country and what are the shipping costs?
Before placing your order you can verify if we ship to your country. The calculator will immediately show you the postage fees for the courier(s) that are available.
The Product is showing that it's out of stock, when will it be available?
On our website you can see whether a product is in stock, unfortunately we cannot specify when a product will be back in stock due to production time, shipping and import. We advise you to use the stock notifier, this way you get an email when the product is available.
Important! If you have installed a Pop-up blocker or similar add-on you might not see the stock notifier button.
What do I do if my items arrived damaged or defective?
Please contact us at [email protected] and provide all your personal details and order number. We will contact you within 48 hours. If possible, we ask you to take pictures of your packaging and defective items. We will do our best to get you a quick solution to keep you up and running.
I haven’t received all the items I ordered.
Please contact us at [email protected] , provide your personal details as well as your order number and list the missing items. We will get in contact with you to solve the situation.
I would like to return a partial or complete order.
You can return your items if they are still packed and sealed in the original packaging. Please fill in the following return form and include it in the package. Once we have received and checked the contents to be in order we will refund you the item costs.
We will deduct a certain % in case the items have been opened/used, this % is determined after inspection and you will be informed by email.
We will not cover shipping costs for returns.
I want to change/add something to my order?
In case your order has not been shipped yet you can contact us on [email protected]. Please provide all personal details and order number for a fast handling. We can remove items and refund the cost on the same day, adding an item is also possible, but your order won’t be shipped until the complete payment has been processed.
In case the order has already shipped, we, unfortunately, can’t add or remove anything.