FAQ

Before submitting your ticket however, please read our Frequently Asked Questions down below, you might find your answer and if not you can still send us a message.

Did you already order? Please add your Order Number in the subject; we do our best to answer all questions within 48 hours on business days (Monday-Friday).

Shipping

When will my order ship?

At Skirmshop, we understand the importance of getting your items as fast as possible. Our team is dedicated to make sure all orders placed and paid before 4PM (CEST) 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 (2018) outside of weekends:

Dutch holidays 2019

Date

New Year’s Day

January 1

Easter Monday

April 22

King's Day

April 27

Ascension Day

May 30

Pentecost Monday

June 10

Christmas Day

December 25

Boxing Day

December 26

 

How long will it take to get my order?

Unfortunately we cannot say 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 processed by our local courier (PostNL). We have no influence over who will pick up the package in the country of destination. You can track your order through the following link:

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 to check that as well. You can also find your tracking code by logging into your account (if you haven’t already created one, we advise you to do so) and navigating to your order tab.

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 order 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 of the European Union will be checked by your local customs agency and they will charge your local tax and custom fees. You don’t have to pay our local VAT (21%) however; it 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 seizure of your order in case it violates your local laws. In case your order is seized by local authorities we are unable to refund you.

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.

Payment

What payment methods are accepted?

To make sure you are able to successfully order the items you need we accept the following payment options. They may vary depending on the destination country:

  • Credit card (Visacard, Mastercard, Maestro)
  • PayPal (3% Transfer fee Applied)
  • Bank Transfer (may delay processing your order)
  • iDEAL
  • American Express
  • Mister Cash
  • ING Homepay
  • KBC
  • Sofort Banking
  • Belfius
  • EPS
  • Cartes Bancaires
  • Giropay
  • Bitcoin

We advise people from outside the Netherlands to use either credit card or PayPal to ensure the fastest handling. Other options are still available but may delay your shipment by 1 or 2 business days.

Something went wrong during my payment process.

Please check the status of your order in your account (if not checked out as guest). In case something went wrong and the status is shown as “has not been paid yet” you can proceed with the payment there. You don’t need to create an additional order. Once payment succeeded we will start processing your order.

I entered my billing information incorrectly and the transaction was declined when I tried to check-out. Two charges appeared on my account. What happened and what do I do?

For card holder protection, when a credit card attempt is made but declined (perhaps due to a typo resulting in a wrong billing address entered), the following happens:

The credit card processor will decline the transaction and funds may be on hold for 2-5 business days.

Before re-entering your credit card information for a second attempt, please contact your credit card issuer to make sure all card information (including expiration date and billing address) are correct.

To request an immediate release of the held funds, please contact your credit card issuer for further assistance.

Returns

What do I do if my items arrived damaged or defective?

Please contact us through the contact form 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 through the contact form, 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 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.

Other

I want to change/add something on my order?

In case your order has not been shipped yet you can get in touch with us through the contact form.  Provide all personal details and order number for 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. You can always return items that were not needed as mentioned in the Returns tab.

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