1. What is my return date?
You can return your order within 14 days after receiving it. Returned products should be undamaged and unused with the original labels (and stickers) still attached.
2. How do I prepare the return package?
Pack the items safely with all the labels attached, undamaged and in the original packaging.
Use a solid box. The original boxes for helmets or skates cannot be used as return boxes. Please put them in an extra box.
3. Do I have to add a return form in the return package?
Yes. With the return form, our warehouse can easily link your returned products to your order. You can find the return form in the package that you received. Please provide the reason of your return and put it back in the box together with the products.
4. Where can I find my return form?
You can find the return form in the attached flyer in the package. Do you not have a return form? No problem. You can print your order confirmation which you received in your mailbox. If you write down what products you are returning with what reason, it is fine as well. Put it back in the box together with the products.
5. Where can I find my return label?
The return label is included with the orders placed with shipping address in the Netherlands, Germany, Belgium, Austria and Luxembourg. If you are from one of those countries and you didn’t receive a return label, please contact our Customer Service. Customers from other countries can send the order back at their own expense to the address below.
6. What do I have to do with the return label?
Stick the return label on the top of the shipping label making sure that the part with the barcode is not pasted on the box closure (the barcode needs to be scanned by the carrier).
Bring the package to the shipping company stated on your return label.
NOTICE: Keep your proof of shipment
Make sure you always receive the proof of shipment and remember to keep it safe. You are responsible for your parcel. SkiWebShop cannot take the responsibility for lost packages.
On the proof of shipment you can find the tracking number. With this number you can easily follow your parcel on its way to us. Go to the website of your postal service to track your return parcel. As soon as we receive your parcel, we will send you an email. Keep the proof of shipment safely. You are responsible for your parcel SkiWebShop cannot take the responsibility for lost packages.
You will receive an email as soon as your order is processed in our warehouse.
7. What is the Return address?
It is also possible to return your items via a different postal service than the one indicated on the return label. Create your own return label and send the package to the address mentioned below. The shipping costs are at your own expense.
Keep the proof of shipment safe. You are responsible for your parcel. SkiWebShop cannot take the responsibility for lost packages.
Promese Logistics
return SkiWebShop
Flight Forum 2500
5657 DZ Eindhoven
the Netherlands
8. When can I expect my money of the return?
We will refund the money with the payment method that you used to pay for your order. You will also receive an email (check SPAM box). Please note that the processing time of your return can take 7 working days after receiving the package. During the winter season it can take a little longer.
If you do not receive the confirmation email within 10 working days after the package reached our warehouse, please contact our Customer Service.
9. Has my return package arrived at your warehouse yet?
You can follow your return package with the track&trace code that is on your shipping receipt. To track your return, go to the website of the carrier with which you sent your package back. You will receive an email from us as soon as we have received your return.
Always keep the proof of posting in a safe place. You are responsible for your shipped package. SkiWebShop can not take responsibility for lost packages.
10. Are there return costs?
We are doing our best to keep the product prices as low as possible, therefore we ask our customers for a small contribution to the return costs, which will be automatically deducted from the return amount. Please see the costs in the table below.
Within the European Union: If you return the entire order, we will refund the entire amount including the standard shipping costs. We do not refund the express delivery costs or island surcharge.
Outside of the European Union: We cannot refund ANY of the shipping costs.
| Countries | Return costs | Transporter | Expected Return Time |
| Great Britain | € 12,00 with our label | DPD | average 2 weeks |
| Poland | € 4,50 with our label | DPD | average 2 weeks |
| Austria, Luxembourg | € 4,50 with our label | DPD | average 7 work days |
| The Netherlands | € 2,00 with our label | PostNL | average 7 work days |
| Germany | € 2,00 with our label | DHL | average 2 weeks |
| Belgium | € 2,00 with our label | DPD | average 7 work days |
| Other countries | The costs are at the customer's expense. | Please choose your own carrier. |
You can scroll horizontally in the table.
11. Can I exchange a product?
Unfortunately, exchanges are not possible, this has to do with our online stock. In the first place, we want to ensure that the desired exchange product can be delivered. In order to exchange the product, it must first be in our warehouse and then be processed. The return process can take up to 7 business days. Because there are many orders, it can happen that the product is sold out before the return has been processed. By ordering again you can be sure that the wanted product is still there. If the ordered size is too large or too small, you can return the products within 14 days and place a new order via the website for the wanted product.
12. How can I return a product that is defect?
We do our best to deliver undamaged products in their original state. If you received a defective item, please inform our Customer Service
about it. Describe the defect and if it is possible please attach the photos. We will contact you within 2 working days to discuss a solution to the problem and further procedure.
13. Can I return skis?
If you would like to return the skis, please first contact our Customer Service. Describe the reason of your return and if it is possible attach a photo. We will contact you within 2 working days to discuss further procedure.
14. Do I pay island surcharge?
Yes, if you live on an island, you pay an extra fee for the delivery. The delivery company also has to pay extra charges for this. When you are returning a product, this fee will not be refunded.
15. VAT refund
SkiWebShop charges no VAT on orders dispatched to an address outside the European Union. However, you may be required to pay local customs duties and other import charges when the goods enter your country. These local charges differ from country to country and SkiWebShop has no influence upon them. The above mentioned charges are at the recipients’ responsibility and SkiWebShop cannot offer any assistance in the process. In the case of return, all the customs charges still remain at the customer's expense.
SkiWebShop does not provide the service of VAT refund to the customers, who order to an address within EU and then export their purchase outside of the EU. Unfortunately, we cannot provide any support in this matter.