At Skeltton, we strive to ensure your orders are delivered correctly and meet the highest quality standards. Please read the following guidelines regarding returns, replacements, and complaints.
1. What to do if your order is not received
If you or your customer did not receive an order, please contact us at shop@skeltton.com and include your order number. Depending on the cause of the delivery issue, we will take the appropriate steps:
- Lost by the carrier: We will resend the order at no additional cost once the necessary documentation is provided to file a claim with the carrier.
- Incorrect recipient information: If the delivery fails due to missing or incorrect recipient details (address, name, phone number), the customer is responsible for any additional shipping costs for resending the order.
- Package marked as delivered but not received: Sometimes packages may be left in unexpected locations. Please check with the carrier for any delivery notes (e.g., “left on back porch”). If the package still cannot be located, contact us with your order number and we will help investigate.
2. Can a customer return a personalized product?
- Personalized products cannot be returned, as they cannot be resold.
- If there is a defect in the product or an error in the print/design, a claim can be submitted as described below.
- For exchanges due to size, color, or model, please place a new order manually.
3. What to do if an incorrect or missing product was delivered
If an item is missing or incorrect, email shop@skeltton.com with your order number. We will prepare and send the correct item as quickly as possible.
4. What to do if a product is damaged
If you receive a damaged product, email shop@skeltton.com with your order number and attach clear photos showing the damage. Once your claim is approved, we will replace or repair the item.
5. Timeframe for submitting a claim
- Printing defects or damaged products: within 2 weeks of receiving the order.
- Lost shipments in transit: within 4 weeks of the estimated delivery date.
6. Where to send returned products
Please do not send any products without first contacting us. Each case will be reviewed individually and we will provide instructions for resolution.
7. Validity of claims
Claims are valid only in the following situations:
- Printing errors (e.g., design does not match the final product)
- Manufacturing defects or product damage
- Significant discrepancies with the ordered product (e.g., wrong size or model)
Claims do not cover:
- Poorly prepared designs
- Ordering errors (e.g., wrong size or color selected)
- Normal product wear and tear
8. Claim Process
- Submitting a claim: Provide a detailed description of the issue, clear photos of the defect, and the related order number.
- Claim evaluation: Our team will carefully review the materials submitted. If the defect is confirmed, we will take the appropriate measures.
- Claim resolution: If the claim is accepted, we may:
- Reprint the product and send it again at no additional cost
- Repair the product if technically feasible
Note: According to consumer protection legislation and our policy, refunds are generally not provided for personalized products. Replacement or repair is the standard resolution.
9. Contact Information
For all returns, complaints, or inquiries: Email: shop@skeltton.com