FAQ

HOW CAN WE HELP YOU?

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 sent together due to technical reasons.

• Can I modify my order? Can I add a product to my order?

  A change is not possible afterwards. Please place a new order and return the incorrect order.

• How can I cancel my order?

  We will be happy to check whether your order can be cancelled before dispatch - please let us 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?

  Possible reasons for this could be a typing error in your email address or a failed payment, please contact our customer service.

Payment

• How can I pay my order?

  Currently, the automated payment options Klarna, Mastercard, Visa, PayPal and Google Pay are available to you!

• I don't want to pay online, how can I order?

  You are welcome to contact our customer service so that we can create your order by prepayment or PayPal payment request.

• Is it possible to order on invoice?

  Yes, delivery on account is possible with Klarna Pay Later. 

Delivery

• How can I track my order?

  You can track your order with the tracking number at the following link: https://www.post.at/en/

• How long is the delivery time?

  Delivery times are 1-2 days to Austria and 3-4 days to Germany.

• Is there an express shipping option?

  No, we do not have the possibility to send your order by express delivery.

• Can I order outside of EU/UE?

  Unfortunately, delivery outside Europe is not possible in our online shop.

• Do you deliver to Switzerland?

  Yes, please place your order through our Swiss online shop: https://www.skiny.com/de-ch

• Can I order to the U.S.?

  No, delivery to the U.S. is not possible.

• I need my order by ... Can you guarantee a delivery date ?

  We cannot guarantee an exact delivery date in advance, please check our delivery times.

• Who is the carrier that will ship my order?

  Deliveries are made in Austria with the Austrian Post, in Germany with DHL. In Switzerland we deliver with DPD. In the other EU countries, delivery is carried out by various partners of the Austrian Post.

• Can my order be delivered to a post office/pick-up point?

  Yes, please fill in the delivery address with your postal number and the address of the post office or pick-up point.

• Not all of the ordered items have been in my parcel - what can I do?

  Please provide us with your order number and the undelivered item number so that we can check your request.

• The shipping satus says that my order is returned to the sender. How can I receive it?

  Please check your delivery address and inform our customer service about the order number and the correct delivery address so that we can arrange a new shipment after we have received the order from the post office.

Product

• When will a certain product be again available in a certain size?

  Please let our customer service know the item number, colour and your size so that we can check availability.

• I have received a defect product - what shall I do?

  Please send us your order number/invoice and pictures of the damaged items by email to [email protected] so that we can forward your complaint to our quality management for inspection.

• How can I send pictures of a defect article?

  Please send us the pictures by e-mail to [email protected].

Returns & Exchanges

• How long can I return an order?

  You can return the items to us within 14 days of receiving the delivery.

• I want to exchange my product for another size. How can I do that ?

  To exchange merchandise, 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?

  Please enclose the completed return form with your return. You can create a return label at the following link: https://www.skiny.com/en-eu/returns

• Do I have to use the original packaging to return articles?

  The items must be protected from damage, you can also use another shipping box for this purpose.

• Can I return several orders in one box?

  Yes, please include the appropriate returns slips in the returns package.

• Why is there no return label in the parcel?

  Due to the low return rate, we have decided not to include a return label for environmental reasons.

• 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 to the payment method you selected when completing your order.

• How do I receive my money back for my returned items?

  As soon as we have received and processed your return, we will issue a refund and send you a separate credit note.

• 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.

• I have already washed an item, can I return it?

  No, unfortunately we cannot resell the items, so 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 request can be checked and you can be informed of the next steps.

• I cannot print the return label at home, what can I do?

  Please contact our customer service ([email protected]) so that we can send you a return label by post.

• What is the return address?

  For returns from Germany and Austria, you can generate a return label at the following link: https://www.skiny.com/returns

  From other EU countries, send the return to the following address: Huber Digtial GmbH, SKINY Returns, Exerzierplatz 1, AT-6841 Mäder, Switzerland

  Swiss returns please send to the following address: HANRO AG, E-Commerce Returns, Benburweg 20A, CH-4410 Liestal.

Discount Codes

• I forgot to enter my discount code - what can I do?

  After receiving your order, let us know which items you would like to keep or return. We will then be able to grant the desired discount retrospectively.

• I have signed up to the newsletter, but did not receive a discount code. What shall I do?

  Check that you have confirmed your newsletter subscription 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 could be that you have to log in to your customer account or that the promotion is not valid on reduced items, etc.

• Can I buy a gift card?

  Unfortunately, you cannot purchase voucher cards in our online shop.

• My order was not successful and the discount code is not valid anymore.

  Please contact our customer service to receive a new discount code.

My Customer Account

• Why should I set up my own customer account?

  With your own customer account, you have access to many functions that make shopping in the SKINY Online Shop easier. For example, you enter your data for the billing and delivery address once. They are saved in your customer account so that you don't have to enter them again for every purchase. Further advantages:

  • Order and returns history
  • Automatic membership in the SKINY FANCY CLUB
  • You collect Diamonds with every purchase and can use them to get exclusive discounts

• Why can I not login to my account?

  If you have problems logging in and do not receive an automatic email when resetting your password, you do not yet have a customer account and can simply create a new one.

• How can I change my address?

  Simply log in to your account. Go to "Address Book" to change your address and/or add additional delivery and billing addresses.

SKINY FANCY CLUB

• WHAT IS THE SKINY FANCY CLUB?

  In our SKINY FANCY CLUB you will be rewarded with DIAMONDS for every purchase in our online shop. You can redeem them for your next purchase and save money. In addition, special sales and an exclusive birthday surprise await you. Here you can find out how to register and start collecting DIAMONDS. What are you waiting for? COLLECT & SHINE!

• HOW CAN I BECOME A MEMBER OF THE SKINY FANCY CLUB?

  Registration is very easy! Just create an account here and enter your name, email address and password. It's all free of charge. You'll then receive emails with insider info on sales, special offers and all our latest topics.

• I ALREADY HAVE A CUSTOMER ACCOUNT. DO I ALSO HAVE TO REGISTER AT THE SKINY FANCY CLUB?

  No, if you already have a customer account, you are automatically a member of the FANCY CLUB! Simply log in directly to your customer account and you will automatically be linked to our FANCY CLUB. Not sure if you have a customer account? Just click here. You will receive a link to reset your password.

• WHERE CAN I FIND ALL INFORMATION ABOUT MY FANCY CLUB ACCOUNT?

  Sign into your FANCY CLUB account and you will see all your collected DIAMONDS as well as current discounts and promotions! In addition to collecting DIAMONDS through purchases, you can also add your birthday to your account to receive additional DIAMONDS! Later this year, we will add more ways to collect DIAMONDS, which you will find on the FANCY CLUB page under "Ways to collect".

• HOW CAN I COLLECT DIAMONDS?

  Please refer to the table at skiny.com/en-eu/fancy-club. Already by creating an account you collect DIAMONDS! :)

• HOW IS MY FANCY CLUB STATUS DETERMINED?

  Your status is determined by the amount you have spent in a calendar year (e.g. 1 January 2022 - 31 December 2022).

  BASIC starts when you register.

  For BRILLIANT, you must have spent 300 euros.

  As soon as your spending reaches the next level, you immediately move up and have access to the benefits of the respective level for the rest of the current calendar year as well as for the following calendar year.

• HOW DO I REACH THE NEXT LEVEL?

  The levels depend on how much you spend. The more you spend in the SKINY online shop, the higher your level and the better your benefits! When you move up in the FANCY CLUB, you keep all the benefits of the previous level.

  After your purchase, it takes 14 days to see if you have reached the next level. Please note that in case of returns, the points for the returned items will be deducted from your points account.

• DO THE LEVELS EXPIRE OR ARE THEY RESET AT SOME POINT?

  You must continue to spend money to stay in your level. Each level you reach in a calendar year (e.g. 1 January 2024 to 31 December 2024), you keep for the following year.

  For example, if you spend €1,000 in 2024 and reach Brilliant status, you will remain a Brilliant member until the end of 2024. At the beginning of 2025, you will keep the level you earned and your benefits, but your threshold spend for that level will be reset to €0 and you will have to spend the set amount for the level (in this case €1,000) to ensure you stay at that level the following year (2025).

• WILL MY DIAMONDS EVER EXPIRE?

  If you do not make any purchases or earn any points for a period of 12 months, you will be downgraded to the lowest level.

• WHY DID I NOT RECEIVE ANY DIAMONDS FOR MY PURCHASE?

  Make sure you are logged into your account and registered for SKINY FANCY CLUB and don't accidentally check out as a guest. You must be logged in when you shop to earn points. If you have accidentally checked out as a guest, send an email to [email protected] so that your points can be credited to your account. You will also not receive points if you return your purchase or the purchase is cancelled for any reason. Please note that any points you receive for a purchase you later return will be deducted from your FANCY CLUB balance.

• HOW ARE DIAMONDS CONVERTED INTO €?

  100 DIAMONDS = €10.

  Higher ranks in the FANCY CLUB earn more points faster, but 100 points always = €10.

  When you move to level 2 (PREMIUM), you earn points 1.5 times faster, e.g. spend 200€→300 DIAMONDS = save 30€.

  When you move to level 3 (BRILLIANT), you earn points twice as fast, e.g. spend 200€→400 DIAMONDS = save 40€.

• HOW CAN I REDEEM MY DIAMONDS AT THE CHECKOUT?

  To redeem your DIAMONDS in the checkout process, go to the final step of the checkout process where a drop-down menu will display all the available discounts for you to choose from. Then click on the "APPLY" button.

• WHAT IF I ONLY WANT TO REDEEM SOME OF MY DIAMONDS AND NOT ALL OF THEM?

  If you only want to redeem part of your DIAMONDS, you can choose an individual discount of 10 € 20 € 30 € 40 €.

• CAN I ALSO USE MY DIAMONDS ON SALE PRODUCTS?

  DIAMONDS can be used at any time but cannot be combined with discount codes and not during promotion periods e.g. Black Friday, Shopping Days or Bra-Weeks. If a promotion requires a discount code, you cannot redeem your DIAMONDS and that promotion together.

• HOW CAN I GET A BIRTHDAY DISCOUNT?

  Add your birthday to your FANCY CLUB account. On your birthday, we'll email you a special discount code valid for 30 days from the date of your birthday!

• HOW DO THE ANNUAL GIFTS WORK?

  Once a year we send you an email with a gift :)

• WHAT HAPPENS TO THE DIAMONDS I HAVE EARNED FROM A PURCHASE IF I DECIDE TO RETURN THE ITEM?

  DIAMONDS will be credited to your account immediately after your purchase. If you then decide to return all or part of your order, the DIAMONDS you received for the returned items will also be deducted from your FANCY CLUB balance.

• WHAT HAPPENS IF I USE MY DIAMONDS FOR A PURCHASE AND THEN MAKE A RETURN OR REFUND?

  If you use your DIAMONDS for a purchase and later decide to return the item, this is of course no problem. Your DIAMONDS will be credited back to your FANCY CLUB account. For example, if you use 10 DIAMONDS for a purchase worth €100 that you want to return, the amount of €90 will be refunded to your credit card and the 10 DIAMONDS will be returned.

• WHAT IF I HAVE AN OLD EMAIL ADDRESS THAT I NO LONGER USE, OR IF I HAVE MULTIPLE EMAIL ADDRESSES AND WANT TO COMBINE MY ACCOUNTS AND RECEIPTS?

  Contact our customer service team by email at [email protected]. Our team will be happy to help you merge your accounts.

NEWSLETTER

• WHERE CAN I SIGN UP FOR THE NEWSLETTER?

  You can sign up for the SKINY newsletter here and receive a 10% discount on your next purchase.

• How can I unsign from the newsletter?

  You will find a link in every newsletter so that you can unsubscribe yourself.

  You are also welcome to contact our customer service so that the unsubscription can be carried out for you.