Frequently Asked Questions
I haven’t received a confirmation email
- Please check your spam folder first as they sometimes like to go incognito! If it’s not there, please contact us with your order number to hand, and we will be happy to look into this further.
- Please note that if you have placed an order successfully, you will receive a confirmation email once your order has been shipped.
How do I change or cancel my order?
- We’ll need to check the status of your order to see if this is possible, as it might already be on its way. Please contact with your order number to hand in Email, and we will be happy to look into this further.
How Can I Track My Order?
- For registered users: You can find your tracking information by logging into “My Account.” You will be able to enter your order number and see your order details, including tracking information. For guest orders: After you placed your order we sent you a confirmation email message with your purchase. If you didn’t hear from us or can’t find the email, please contact us at E-mail.
How long does it take for my order to ship?
- Usually, it takes altogether 6-17 business days for you to get the products . Otherwise, we will notify you through email. Shipping time is based on the receiving address you has provided. Have a good shopping experience on SKG!
What happens if I cancel my order?
- If you haven’t submitted an order, you can clear the items in your shopping basket at any time by clicking the ‘Remove’ button next to the product you do not wish to purchase in your shopping basket.
- If you have placed an order but then wish to change or cancel it, please contact us in Email as soon as you can, as orders move rapidly through to our warehouse. We will try our best to make any changes, but we cannot make any guarantees, as the order may already have been processed. In such cases, you may have to wait until you receive the order and then follow the normal Returns procedures. We operate a no-quibbles returns policy.
- You could check more information in our returns policy.
What about pricing?
- All payments on our website are made in Eurodollars. If you use a card in a currency other than Eurodollars, the rate of exchange and any additional fees will be set by your card issuer.
- Local tax may apply and the price may be adjusted at checkout.
What payment methods can I use?
- We accepts most major credit and debit cards: Visa, Mastercard, American Express and Discover. You can also choose to pay using PayPal (please note that PayPal is not available on orders containing Pre-order or Preview items).
- All credit and debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to authorise payment to us, we will not be liable for any delay or non-deliver.
Shipping & Delivery
My order hasn’t arrived, what do I do?
- Don’t panic! Take a look at your tracking information, which can be found on your dispatch confirmation email, to see where your parcel is. If it has taken longer than the stated delivery time, please contact us in Email with your order number to hand, and we will be happy to look into this further.
Why hasn't my shipping information been updated?
- Sometimes it takes some time to update the information. If your shipment is from our international warehouses, it is in transit or clearing customs, the information will not be updated until it reaches the next shipping station. Sometimes the shipping company may not update the package information in time. We will try to update that info for you or please feel free to contact us to ask for help.
Why did the attempted delivery fail?
- There may be the following reasons:
1. Consignee unavailable
2. Wrong shipping address
3. The parcel is delayed by the shipping company
Please check with the shipping company with your tracking number and your ID card to arrange re-delivery. If you still cannot receive your package, please contact our Customer Care Team with Live Chat or Email.
Returns and Refunds
How do I return or exchange an item?
- We accept returns postmarked within 60 days from the parcel Signing date.Upon your return request is verified by customer service, Please
1. Sign in your account.
2. Find the order in My Orders, click the "Return Item" button.
3. Select the item(s) you would like to return, indicate the reasons, and submit.
4. Print the return label and securely tape it on the outside of your return package.
5. Call the post office to arrange a collection or drop off at your nearest post office.
How long does it take to get my refund?
- Once we receive the returned items, it will take up to 7 days for us to process the refund. The refund should reflect your account depending on the method of payment. If you would like us to refund the amount to your credit/debit card, that depends on your financial institution which ranges from 10-30 business days. If you would like us to refund the amount to your PayPal account that will take 2-7 business days.
Lost your returns form, or need another (for an additional return)?
- Don’t despair! You can print a copy of your order from your online account. Alternatively, a note with the following information will do:
1. Your name, address, and phone number.
2. Your order number.
3. Item code(s) and reason for the return(s).
4. Whether you would like a refund or an exchange. Sorry, but we’re temporarily unable to offer exchanges on all orders. Please return your item(s) for a refund and place a new order.
For more information, please refer to our returns policy.