FAQ
Order Issues
WHAT IS THE STATUS OF MY ORDER?
You can check the status of your order under your SkateHut Account in the ‘orders’ section. If you have placed an order as a guest, this service will be unavailable. Once we have received your order, you will receive an email confirmation in either case and a further shipped email once we ship it out the door to you.
CAN I AMEND MY ORDER AFTER IT HAS BEEN PLACED?
We are really quick at packing your order up which means that we can't make any changes to your order once you have placed it. This includes changing the delivery option, delivery address or the payment method.
You can return any unwanted items for a refund once you have received your order.
For more information on returning an order to us, please select the Returns FAQ.
MY ORDER HAS BEEN CANCELLED. WHEN WILL THE FUNDS BE AVAILABLE AGAIN?
Depending on which payment method you selected at checkout, the time it takes for the money to become available again can vary:
Credit or Debit Card - your payment provider will reserve the funds ready for SkateHut to take. You may notice the amount on your bank statement with a ‘Pending’ status. When the order is cancelled, the reserved funds will be made available to you again. This can take up to 10 working days depending on the payment provider and we are not able to speed up this process.
PayPal - the funds will be reserved ready for the payment to be authorised. You may notice a pre-authorisation transaction ID on your account. When the order is cancelled, the reserved funds will be made available to you again. This can take up to 48 hours and we are not able to speed up this process.
Klarna - when the order is cancelled, you will receive an updated version of your invoice within 24 hours of the cancellation. We are not able to speed up this process.
Gift Voucher - when the order is cancelled, the funds will return to the voucher code within 72 hours.
If the funds have not been released after 10 working days, please contact our customer service team here, and we will look into it further for you.
WHAT IF AN ITEM I HAVE ORDERED IS NOT IN STOCK?
In the rare occasion that an item ordered is unavailable, we will contact you directly to let you know and offer all available options to remedy the situation.
I HAVE RECEIVED MY ORDER, BUT SOMETHING IS MISSING?
Before contacting our customer service team, we recommend checking the following:
- Firstly, we would strongly advise you to check inside all the product boxes. Our warehouse team very often tuck smaller items inside one of the product boxes to ensure they are kept safe from rolling around during transit. For example, bonus packs are often packed inside the scooter product box - not the outer box.
- On some occasions, we will ship your items in separate parcels, meaning the items will not be sent together, and might not arrive at the same time. We advise you to check your emails and tracking information for further details on this.
If, after checking the above information, you still have an item missing from your order, please contact our customer service team here within 14 days of your order being delivered and we will do our best to help you.
I HAVE RECEIVED THE WRONG ITEM
In the unfortunate event that you receive the incorrect item, we will want to remedy this for you straight away.
You could simply return this to us using our free and easy returns, following the instructions here.
However, if you need to resolve this quicker, and require the correct item urgently, please send us an email with your:
- Order ID
- A picture of the item you have received
- A picture of the barcode on the back of the product
Our customer service team will respond with the next steps to resolve this as urgently as possible.
Delivery
HOW WILL MY ORDER BE DELIVERED?
You can check the status of your order under the ‘orders’ section in your SkateHut account. As soon as your order has been dispatched, we will send you a confirmation via email with your tracking details.
HAS MY ORDER BEEN DISPATCHED YET?
You can check the status of your order under the ‘orders’ section in your SkateHut account. Please also be sure to refer to the estimated delivery time in your order confirmation, as this may explain why your order hasn’t shipped yet. As soon as your order has been dispatched, we will send you a confirmation via email with your tracking details.
WHY CAN’T I TRACK MY ORDER EVEN THOUGH I HAVE THE TRACKING ID NUMBER?
Once the order has left our warehouse, it will be handed to the courier. Please keep checking the tracking as it can take up until the morning of delivery to update. If your order has still not reached you by your expected delivery date then please contact our SkateHut Customer Service Team via email, via our live chat service, or by giving us a call during opening hours. Full Contact Us details can be found here
HOW CAN I CHANGE MY DELIVERY ADDRESS OR BILLING ADDRESS AFTER PLACING AN ORDER?
In the case that your order hasn’t been shipped yet, we might be able to change the delivery address unless it has gone too far in our system. Please contact our customer service team here to see if this is possible.
Alternatively, you may be able to change your delivery address by contacting the courier directly, once the item has shipped. For example, you can view and change your order in Yodel's mobile app and use the 'manage my parcel' function to leave certain instructions.
CAN I SEND MY ORDER TO ANOTHER ADDRESS OTHER THAN MY BILLING ADDRESS?
We are happy to send your order to any UK address you choose, or any International address we currently serve. Please ensure that you fill out the correct address details whilst placing your order as we may not be able to amend the address once the order has been placed.
WHAT ARE THE DELIVERY CHARGES AND HOW LONG WILL IT TAKE TO GET TO ME?
Our delivery charges vary depending on the service you choose. To see up-to-date shipping time estimates, please continue to your shopping cart or go to our delivery information page.
HOW MUCH IS INTERNATIONAL SHIPPING?
Delivery cost depends on location. For a full breakdown of countries we deliver to and the updated costs for delivery please click here
CAN SEVERAL ORDERS BE GROUPED TOGETHER INTO ONE?
Unfortunately, that is not possible. Please ensure that all items required in your order are in the basket before going to the checkout.
WHAT IF NOBODY IS HOME WHEN MY PARCEL IS DELIVERED?
A signature may not always be required for delivery - it depends on the item ordered. If there is no one available to take delivery our courier will attempt to leave it with a neighbour or in a safe, secure location. A card will be left to advise you where the parcel has been delivered. If a signature is required and there is no one home the parcel will be returned to the local depot and re-attempted the next day. You can also contact the courier to schedule a new delivery date.
WHO DELIVERS ORDERS PLACED WITH YOU?
We currently work with Yodel and DPD for all deliveries within the UK
Returns
HOW DO I SEND MY ITEMS BACK?
If you are not completely satisfied with the items you have purchased on our website, we are happy to offer a refund or exchange within 30 days. Please remember to obtain and keep proof of postage back to us and the tracking code to track your return.
For full details on how to return your parcel, click here
For hygiene reasons we have no returns policy on underwear, swimwear, jewellery and mouthguards.
HOW LONG DO I HAVE TO SEND SOMETHING BACK?
Provided the item is new and unused with the original packaging, you have 30 days to return an item from when the order was delivered to you.
WHY HAS MY RETURN NOT BEEN PROCESSED/CREDITED YET?
Once your return has been received at SkateHut, it can take up to 7 working days to process. Please refrain from contacting SkateHut to chase unless 7 working days have passed.
If 7 days have passed and you have not received confirmation of your processed return, please contact our customer service team here.
You will need your return tracking ID in order for us to investigate this for you.
MY ITEM IS FAULTY, WHAT NOW?
In the unfortunate event that you have received an item you believe to be faulty, please follow the steps below:
Step 1:
If there is a manual for the product, please check this thoroughly to ensure the correct operation of the product before contacting us.
Step 2:
Please check our Buying Guides for the product you purchased as we have many articles that may help you significantly.
Step 3:
If the fault persists after trying the above, please get in touch with our customer service team and ensure the following information is provided.
- Title the email with your Order ID number
- Include the name of the product with the fault
- Describe the flaw or malfunction in detail
- Include photos of the product/fault including a close up of the issue and a long shot photo
- If it is difficult to capture the issue in a photo, please send us a video as well
- Let us know how the fault occurred. When did you notice the fault? How has the product been used?
Once your email has been sent, please await further instruction in reply from members of the customer service team. Emails are usually answered within 1 weekday.
Please note: If we ask for the item to be returned, it will be fully inspected by our repair team. If the product is well used or shows to have been damaged through use, we may not be able to proceed further with a repair or replacement.
IS RETURNING AN ITEM FREE OF CHARGE?
We offer free returns postage labels for all our UK customers who return an item(s) for an exchange.
If you return your item for a refund, you will be deducted £2.99 from the refund total.
Please follow this link for further instructions.
CAN I RETURN EVERY ITEM?
No, not everything ordered can be returned. You can’t return services that you asked us to perform or modify products or products that were customised to your needs.
WILL THE RETURN LABEL BE SENT BY POST?
We do not send returns labels via post. You can create a returns label by clicking this link and either print it out yourself or if you do not have a printer, download a QR code from the Royal Mail or Collect + website so that they can print one for you when you get there.
WILL I PAY THE DELIVERY CHARGES AGAIN FOR AN EXCHANGE?
If you send an item back for an exchange, we will send the replacement free of charge. This will be sent back to the same delivery address as your previous order - so if you want it shipped somewhere else - be sure to include a note with the return to let us know!
HOW DO I GET MY MONEY BACK?
You will receive a refund back to the original chosen payment method. Once your return has been received, it can take up to 7 working days to process.
Payments
WHAT PAYMENT METHODS CAN I USE?
Credit/Debit Card
With us you can safely and easily pay with your credit/debit card. Our high security standard makes purchasing via card very secure. We accept MasterCard and Visa. To process your order, we will need the 16 digit card number, the expiry date and the security code from the back of your card. We do not accept American Express cards.
PayPal
PayPal is a simple method to place an order with us. To use this payment method, you need to register with PayPal for free.
Klarna
Klarna allows you to buy now and pay within 30 days. To use this payment method, you need to register with Klarna for free. Please note that Klarna is not always available as a payment method, depending on the conditions of the sale.
Amazon Payments
Amazon Payments is a simple method to place an order with us.
SkateHut E-Gift Vouchers
SkateHut E-Vouchers can be used for online purchases only
Unfortunately, not all payment methods are available for every order. In this case, please choose another payment method.
HOW CAN I FIND MY SKATEHUT RECEIPT?
Your receipt will be inside your parcel. In addition, you will receive the receipt via email with your confirmation email.
HOW CAN I CHANGE MY PAYMENT METHOD?
It is not possible to change your payment method once the order has been placed. The orders are sent immediately to be prepared for dispatch. At this point, no further changes are possible.
HOW DO I GET A PRICE MATCH?
We are confident that we offer some of the most competitive prices on the market. However, should you find an item cheaper elsewhere, then please contact us with the following information:
- The URL of the website you want to match against - we will need to check that the competitor has the goods in stock for the price match to be accepted.
- The goods must be identical to the competitors listing
- The quoted price of the competitor must include shipping and tax charges.
- We are unable to match against websites outside of the UK, sites selling bankrupt stock or any 3rd party auction site such as Amazon or eBay.
- We cannot price match sale items
The price match offer is not a binding contract until payment has been completed, and SkateHut reserves the right to refuse price matching at our discretion.
Gift Cards
DO YOU OFFER GIFT VOUCHERS/GIFT CARDS?
Do you want to make someone's day and give them a SkateHut Gift Card? You can purchase and find out all about our Online Gift Voucher here (https://www.skatehut.co.uk/giftcard.htm?rackterm=gift). You will receive the Online Voucher by email after purchasing it. You can add a custom message into the card if it is a special gift.
DO YOU SELL PHYSICAL GIFT CARDS?
We currently do not sell physical gift cards although this is something we hope to implement in the future. Watch this space. All gift vouchers are currently sent via email.
HOW WILL I RECEIVE THE VOUCHER?
Your voucher code will be sent to you via email.
HOW DO I USE MY GIFT VOUCHER?
Your gift voucher will be sent to you via email. You should receive this code within 24 hours of placing the order. Once received, you can print the email as a gift or forward the email to the recipient directly. The gift voucher code will need to be entered at checkout by the user for it to be applied to the order. This code should be entered at the payment section of the checkout process (where you would enter your card details).
I FORGOT TO APPLY THE VALUE OF MY VOUCHER TO THE ORDER, WHAT NOW?
As we send orders to be prepared for delivery immediately after we receive the order, it is not possible to apply vouchers after the order is placed.
WHAT HAPPENS TO MY VOUCHER IF I DO NOT FULLY REDEEM IT?
The remaining voucher credit will remain on the code/voucher. You can continue to redeem the same voucher code until the full value is used up. If you wish to return an item from your order, the redeemed value will be refunded to the voucher credit amount.
I HAVE BOUGHT A GIFT VOUCHER. CAN I CANCEL OR RETURN IT?
Did you buy the gift voucher?
If the voucher hasn’t been used, please contact our customer service team here so we can help you further. We can cancel and refund the voucher for you or if it is because of a mistake in the email address, we will change it for you and send you another voucher.
Did you receive the voucher as a gift?
You will need to ask the person who purchased the gift voucher to get in touch with our customer service team. We can only speak with the account holder the order was placed from.
CAN I RECEIVE THE CASH EQUIVALENT OF THE VOUCHER?
It is not possible to receive the equivalent cash value of the voucher. We are sure you will find something you like on our website.
I HAVE RETURNED AN ITEM FOR A REFUND THAT WAS PURCHASED WITH A GIFT VOUCHER, WHERE WILL THE REFUND GO?
If you wish to return an item from your order, the redeemed value will be refunded to the voucher credit amount.
Customer Accounts
HOW DO I LOG INTO MY CUSTOMER ACCOUNT?
You can quickly create your own personal SkateHut account here.
To do this, you only need a valid email address. No customer account is created for a guest order.
HOW CAN I CHANGE MY PASSWORD OR MY CUSTOMER DATA?
You can change your details in the Account Settings area of your SkateHut Account.
WHAT SHOULD I DO IF I FORGET MY PASSWORD?
No problem, just click on ‘forgotten password’. Once you enter your email address, we will send you a link via email to reset your password. The link can be used for 30 minutes.
WHERE CAN I FIND MY ORDERS?
You can view all orders in the ‘Order Overview’ in your personal SkateHut account
HOW CAN I DELETE MY CUSTOMER ACCOUNT?
You can delete your customer account in the Account Settings area of your SkateHut account. But be careful - you will lose any points you have accumulated if you do.
Newsletter
HOW CAN I SIGN UP TO THE SKATEHUT NEWSLETTER?
Are you interested in receiving our newsletter and receiving all the latest info on promotions and new products? You can sign up for our Newsletter here
DO I GET A DISCOUNT FOR SIGNING UP TO THE NEWSLETTER?
No, you will not get a discount for signing up to the Newsletter. But don’t worry - you will be the first in line to hear about any discounts/sales/promotions we have running! We also periodically offer promos for our newsletter only customers!
CAN I LET YOU KNOW WHICH TOPICS I AM INTERESTED IN RECEIVING VIA THE NEWSLETTER?
When you sign up for the newsletter you can let us know which topics you are interested in receiving via email. This is also available under the ‘Newsletter’ section in your customer account.
HOW DO I UNSUBSCRIBE FROM THE NEWSLETTER?
If you want to unsubscribe from our newsletter, you can do so here or by clicking ‘unsubscribe’ at the bottom of any email we send out to you. Remember though - you will be missing out on hearing about all those special offers!
Loyalty Points
WHAT ARE LOYALTY POINTS?
Our loyalty points scheme allows registered customers to place orders and gain discounts off future orders by spending their loyalty points through our site. For every £1 you spend with SkateHut, you will receive a loyalty point and each loyalty point is equivalent to 3p (GBP).
HOW DO I VIEW MY LOYALTY POINTS?
You can keep a track of your loyalty points through your SkateHut account online.
If you haven’t set up a SkateHut account already then your points won’t accumulate or be saved, so you would be missing out on some great offers, but you can create an account by clicking here.
CAN I LINK MY LOYALTY ACCOUNT IF I HAVE MORE THAN ONE ACCOUNT?
If you have several accounts with us but on different email addresses, we are able to link the loyalty points that you have gathered. Just contact our customer service team here and let us know the email addresses for the accounts and our helpful staff will do this for you.
HOW DO I REDEEM MY LOYALTY POINTS?
To get access to your loyalty points, you must log into your SkateHut account. When you are logged in, you can place an order as you usually would and select to use your loyalty points against the total in the payment section of the order process. The amount of your loyalty point credit will be automatically withdrawn from your order total.
DO I HAVE TO USE ALL OF MY LOYALTY POINTS IN ONE GO?
Not at all. Every time you spend with us, your points will accumulate and you don’t have to spend them per order as they will mount up each time you spend. You can also choose to spend a fraction of your loyalty points rather than all of them at once if you wanted to get a small discount off an order - such as equivalent to postage.
I RETURNED AN ITEM FOR A REFUND THAT WAS PURCHASED USING MY LOYALTY POINTS - WILL I GET THOSE BACK?
When you return an item to us for a refund, or request a refund on an order, the refund will be returned to you in the same form as the original payment. So your loyalty points will automatically be credited back to your SkateHut account.
Promotional & Discount Codes
CAN I REDEEM MORE THAN ONE PROMOTIONAL CODE/DISCOUNT CODE PER ORDER?
Unfortunately it is not possible to combine multiple voucher codes on one order. The system will only allow one valid code per order.
WHY IS MY PROMOTIONAL CODE/DISCOUNT CODE NOT WORKING?
There may be various reasons why you cannot redeem your code. Please check the terms and conditions of the voucher first of all. It may be that you have not reached the minimum order value. Your basket may also contain items which are excluded from the offer, or the promotion may have already ended.
WHY DID THE WEBSITE SAY MY PROMOTIONAL CODE/DISCOUNT CODE WAS ACCEPTED, BUT DIDN’T DEDUCT THE TOTAL?
Our website will always recognise promotional codes, whether they are current codes or expired codes that have been used in the past. If your code is accepted but doesn’t deduct the total amount, please check the terms and conditions of the voucher first of all. It may be that you have not reached the minimum order value. Your basket may also contain items which are excluded from the orffer. Or the promotion may have already ended.
WHY CAN MY PROMOTIONAL CODES/DISCOUNT CODE ONLY BE USED ONLINE AND NOT IN A SKATEHUT STORE?
We ask for your understanding that we can only allow codes to be redeemed on our online website. The stores run very separately and often have their own store only offers.
DO YOU HAVE ANY DISCOUNT CODES?
We often run offers. If you are signed up to our newsletter, check your email as we send details of all our discount codes via email. You can also check out our FaceBook and Instagram pages as we often display offers there.
Your Topic Wasn't Covered Here?
I NEED HELP REGARDING AN ISSUE NOT COVERED IN THE FAQ’S
If you didn’t find the answer to your question in our FAQ guide above you can contact our friendly and helpful team at our Contact Us Page. We’ll be glad to help you. The fastest way to contact us is via our webchat which is available at the bottom of the page during working hours.
I HAVE SENT YOU AN EMAIL. HOW QUICKLY WILL I GET A RESPONSE?
Your email will have been routed to the correct agent to handle your request. We aim to respond to all emails within 1 weekday - however our response time via email is typically less than 12 hours.
HOW DO I MAKE A COMPLAINT?
SkateHut is committed to providing a high quality service to all our customers. We take all complaints very seriously.
In the first instance, complaints should be addressed to the customer service agent handling your matter. They will be happy to receive this information via email or telephone, whichever is most convenient for you. We will do our very best to resolve the complaint as quickly as possible. You must always try logging your issue with the team first, in most cases, we will be able to put things right quickly.
If you are unhappy with the response you have received from the customer service team regarding your complaint, you can refer your complaint to the customer service manager, Sarah Long. You can contact Sarah by emailing sarah@skatehut.co.uk and putting all details regarding the complaint in writing. Sarah will respond to your complaint within 3 working days to discuss and resolve.