At theskyshop, we want you to be completely satisfied with your purchase. If, for any reason, you are not satisfied with your order, we offer a straightforward and customer-friendly refund/return policy. Please read the following information to understand our policies and procedures.
- Eligibility for Refunds/Returns We accept refund/return requests for the following reasons:
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Damaged or Defective Items: If you receive a product that is damaged during transit or has a manufacturing defect, please contact our customer service team within 30 days of receiving the item. We will arrange for a return and provide a full refund or replacement, based on your preference and product availability.
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Incorrect or Incomplete Orders: In the rare event that you receive an incorrect item or your order is incomplete, please notify us within 30 days of receiving the package. We will rectify the situation by arranging for the return of the incorrect/incomplete item and sending you the correct item(s) as quickly as possible.
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Dissatisfaction with Product: We understand that personal preferences may vary. If you are not satisfied with your purchase for reasons other than damage, defect, or incorrect item, please contact us within 30 days of receiving your order. We will review your request and may offer a refund, exchange, or store credit, depending on the circumstances.
- Return Process To initiate a return, please follow these steps:
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Contact our customer service team: Please reach out to our dedicated customer service team by phone (+44 7427 547876 ) or email (info@theskyshop.co.uk) within 30 days. Provide your order details, including the order number, item(s) to be returned, and reason for return.
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Return Authorization: Once we receive your return request, our team will review the information provided. If your return is eligible, we will issue a Return Authorization (RA) number along with detailed instructions on how to proceed.
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Packaging and Shipping: Carefully package the item(s) to be returned in their original condition and include all original packaging materials, accessories, and documentation. Affix the provided RA number on the outside of the package. Ship the package using a reliable shipping service, ensuring it is adequately insured and trackable.
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Return Confirmation and Processing: Once we receive the returned item(s), our team will inspect them to ensure they meet the eligibility criteria outlined in our policy. We will then process your refund, exchange, or store credit accordingly. Please note that the refund may be issued to the original payment method used for the purchase or as store credit, depending on the circumstances.
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Return Shipping Costs In the case of damaged, defective, or incorrect items, we will cover the return shipping costs. However, for returns due to reasons other than damage, defect, or incorrect item, the customer is responsible for the return shipping expenses.
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Refund/Return Timeframe Once we receive your returned item(s) and they pass the inspection process, we will process your refund, exchange, or store credit as quickly as possible. Please allow 7 days for the refund/return process to be completed. The actual time for the refund to reflect in your account may vary depending on your payment provider’s policies.
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Non-Returnable Items For reasons of hygiene and safety, certain items are non-returnable, including but not limited to:
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- Personal care and hygiene products, such as skincare items, cosmetics, and intimate apparel, due to health and safety regulations.
- Perishable goods, including food items, beverages, and fresh flowers, as their quality and freshness cannot be guaranteed after delivery.
- Items marked as “non-returnable” or “final sale” at the time of purchase, either due to limited quantities, expiration dates, or special circumstances.
- Contact Us If you have any questions or concerns about our refund/return policy, please don’t hesitate to contact our customer service team. We are here to assist you and ensure a satisfactory resolution.
