FREQUENTLY ASKED QUESTIONS ON THE TOPICS:
Order
How can I order as guest?
When completing your order, you can choose whether you want to complete the order as a guest or whether you log in or register in your customer account beforehand.
Can I combine two separately placed orders?
Separate orders cannot be shipped together for technical reasons.
How can I cancel my order?
We will be happy to check if your order can be cancelled before shipping - please let the costumer service know your order number.
Are the items in my shopping cart reserved for me?
The items in your shopping cart are not reserved.
Why have I not received an order confirmation?
Payment
How can I pay for my order?
The automated payment options Klarna purchase on account, Klarna instalment payment, Klarna instant payment, Mastercard, Visa, Paypal and GooglePay are currently available.
I don't want to pay online, how can I order?
Is it possible to order on invoice?
No, delivery on account is currently not possible.
Delivery
Can I change my delivery address?
How can I track my order?
You can track your order with the shipment number at the following link: https://www.post.at/en/
I am having problems tracking my order - what can I do?
If you have problems tracking your consignment, you can also use the PARCELSAPP tracking app: https://parcelsapp.com/en
How long is the delivery time?
Is there an express shipping?
No, we do not have the possibility to send your order by express delivery. We offer a standard shipping with the post office and the other postal partners in the EU countries.
Can I place an order for delivery to any country within the EU/UE?
Can I order outside of EU/UE?
Does Skiny also deliver to Switzerland?
Can I order to the U.S.?
I need my order by ... Can you guarantee a delivery date ?
We can not guarantee an exact delivery date in advance. Delivery times are normally to Austria are 1-2 days, to Germany 3-4 days, to Switzerland 3-5 days and to the rest of the EU also 3-5 days.
Who is the carrier that will ship my order?
Delivery is made in Austria with the Austrian Post, in Germany with DHL. In Switzerland we deliver with DPD. In the rest of the EU countries the delivery is made by various partners of the Austrian Post.
Can I get delivered in a post office / a pick-up point ?
Yes, please fill in the delivery address with your postal number as well as the address from the packing station.
Not all of the ordered items have been in my parcel - what can I do?
The shipping satus says that my order is returned to sender. How can I receive it?
Product
When will a certain product be again available in a certain size?
I have a defect product - what shall I do?
How can I send pictures of a defect article?
Returns & Exchange
Where can I get a returns label?
How long can I return an order?
Within 14 days after receiving the delivery, you can return the items to us.
I would like to exchange my product for a different size. How can I do this?
To exchange goods, please return your order and place a new order with the correct items.
I want to return my order. What do I have to do?
Do I have to use the original packaging to return goods?
The items must be protected from damage, in their original packaging, undamaged and unworn; you can also use a different shipping carton.
Can I return several orders in one box?
Yes, please include the appropriate return slips in the return package.
Why is there no return label in the parcel?
I have received a refund confirmation, but I cannot see the money on my bank account.
Please note the processing time of the respective payment options. The refund will be made on the selected payment option that you have chosen when completing the order. If you have ordered via Klarna, please contact Klarna customer service.
How do I receive my money back for my returned goods?
Once we have received and processed your return, a refund will be arranged and you will receive a separate credit confirmation. If you have ordered via Klarna, please contact Klarna customer service.
When will I receive my money back ?
Once we have received and processed your return, you will receive a separate credit confirmation for the refund. If you have ordered via Klarna, please contact Klarna customer service.
I have already washed an item, can I return it?
No, washed items are excluded from the right of return.
I received wrong items, what can I do?
Please email a photo to our customer service and we will be happy to check for you what went wrong with the order.
I received a wrong parcel, what can I do?
Contact our Customer Service so that your concern can be reviewed and you can be advised of the next steps.
I have no way of printing out the return label or having it printed out. What can I do?
What is the return address?
Discount codes & Vouchers
I forgot to enter my discount code - what can I do?
After receiving the order, let us know which items you want to keep or possibly return? Subsequently, we can grant the desired discount subsequently.
I have signed up to the newsletter, but did not receive a discount code. What shall I do?
Check if the newsletter subscription has been confirmed and check your SPAM folder.
The discount code is not valid, what can I do?
Please note the conditions for the discount code. Possible reasons may be that you need to log in to your customer account or the promotion is not valid on reduced items, etc.
My order was not successful and the discount code is not valid anymore.
Please contact our Customer Service to receive a new discount code.
Where can I purchase a digital gift voucher?
My customer account
Why can I not login to my account?
If you have a problem logging in and do not receive an automatic email even when resetting your password, then you do not have a customer account yet and you can create a new one.
How do I change my address?
Please log in to your account. Under "Address book" you can change your address and add further delivery and billing addresses.