About Your Order
Can I change my order?
If you have received your package, contact us at email@example.com
If you accidentally ordered the wrong product or size, contact us at this email address as soon as possible. If the item has not been dispatched yet, we will try out best to solve the problem for you.
I left the incorrect address at checkout, what should I do?
We cannot change the address once the package has been shipped. Ensure that you double-check your details before purchasing.
If you notice straight away, contact us at firstname.lastname@example.org and we’ll sort it out for you.
What happens if I receive the wrong order?
In the unlikely event that you receive the wrong order, please contact us immediately with the following information so that we can get this resolved quickly.
- Your order number
- Name of the item you did not receive
- Name of the item you receive in it’s place
- A clear photograph of the item you received, as well as the packaging.
Once we have received this information, our Customer Support team will get this sorted for you as soon as possible.
All claims for orders arriving without the correct/missing items must be made within 7 days of delivery.
Shipping & Delivery
How long does delivery take?
For information on shipping and delivery, check our shipping policy page linked in the footer of the website.
How long does it take for orders to dispatch?
Our orders are usually dispatched within 1-2 business days. If any problems occur during this process we will contact you via the email provided at checkout.
When will I get my tracking code?
You will receive your tracking code via email once the order has been sent to the courier. If you didn’t receive your tracking code please contact us.
I haven’t got my package but the tracking states delivered.
Sky Austria will not be liable for missing or lost packages once the tracking status is delivered. Please continue to check the tracking number to follow your order until it is delivered.
If you still haven't received your order, but the tracking status says delivered, check with your mailman, neighbours or building manager/mail room before contacting us.
If you are still unable to locate the package, please reach out to us and we will file a claim. Based on the outcome of this, we may or may not be able to replace your order.
Do I have to pay import fees?
When ordering outside of the United Kingdom, the recipient is responsible for assuring the product can be imported to the destination country.
The recipient is the importer of record and must comply with the laws and regulations of the destination country.
The recipient of an international shipment may be subject to import taxes, customs duties and fees, which are imposed once a shipment reaches the recipient’s country.
Returns & Refunds
How do I get a refund?
Assuming that your order qualifies for a refund, contact us at email@example.com and we will get your refund processed for you.
Please note, by providing as much information as you can, your refund process will be quicker.
When submitting a refund request please give us your order number
How do I return an item?
To start a return contact us at firstname.lastname@example.org and we will send you the address for the return to be sent to.
If your return is accepted, we will provide instructions on how and where to send your package. Items sent back to use without first requesting a return will not be accepted. The customer is responsible for covering the cost of returns.
How does the lifetime guarantee work?
Sky Austria will repair or replace your products if you experience any unusual breakages or inadequate levels of craftsmanship. Any future repairs will incur a fee, and will depend on the product.
To redeem the guarantee contact email@example.com with photos or videos of your damaged product.
Customers are liable to cover the cost of shipping product(s) back to Sky Austria when returning for repair or replacement.
This guarantee does not apply to any user damage issues (scratches, intentional breakage and water damage)
How long will my refund take?
Once we have receive all of your information on the refund and product and this has been accepted it will be processed immediately. This process can take up to 3-10 business days.