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- Is it free to return?
Returns are at your own expense, depending on the courier company and the country you are returning your package from.
- What are the conditions for returns?
Our return policy guarantees that you can return your order within 30 days of receipt without any reason.
Items must be returned to us in unused and unwashed condition, suitable for resale with labels still attached.
Shipping costs are not refundable.
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- How long does it take to exchange a product?
If you indicate that you want to exchange a product when you register your return, we will work on it right away. This way we can ensure that your exchange is completed within a few days.
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- What can I do if my exchange product is no longer available?
Ask the customer service team about your options. We'll give you an update on when we expect to be able to deliver the product. If you have already made your return and the product is out of stock, we will contact you and work with you to find a solution.
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- Where can I find my order number so I can register my return?
Your order number can be found in the confirmation email you received after placing your order. It is a five-digit code. If you have not received this email correctly, our customer service team will be happy to help you.
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- What should I do if a product is defective or damaged?
Unfortunately, it sometimes happens that a product gets damaged during shipping or production. We are of course happy to solve this together with you. Send a message to info@skandara.shop with a picture of the complaint. Our customer service team will work with you as soon as possible to find a solution.
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- What should I do if I want to return my order outside the return period?
Remember to deliver your return within the 30 days before the return period expires. In the unlikely event that this doesn't work, we offer you the option to exchange the product for a replacement or voucher. Ask our customer service team about the options.
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- How long does a refund take?
We do our best to process returns as quickly as possible. Once we receive your return in our warehouse, we will process it within 10 working days. On the track and trace you receive with your return, you can see when the package has arrived at our warehouse. From then on, the 10 working days start. Once the refund has been made, you will receive a notification about it. Please note that it can take up to 3 days before the refund is visible in your bank.
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What are the shipping costs?ย
Skandara takes care of the shipping costs. Therefore, you do not have to pay any shipping costs.
* However, you will have to pay shipping costs to return your item.
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- Can i track my order?
Yes, we ship all your items with Track & Trace. You can track your order via the order status page, which you will receive a link to via email as soon as your order is shipped.
It can sometimes take a while before the Track & Trace status is available.
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- What are the delivery times?
Skandara strives for fast delivery of its products. If you order before 3pm on weekdays, we strive to process your order the same day. The average delivery time is 7 to 13 working days.
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- I'm not home during the delivery, what now?ย
If your package cannot be delivered, it will wait for you at a courier company location for 7 days. You will also receive a notification of this from the driver, who will also indicate the pick-up location. After these 7 days, the courier company will return the package to our warehouse.
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- Wrong address, what now?
It is the customer's responsibility to ensure that the delivery address provided is correct. We do our best to speed up processing and shipping, so there is always a small window to correct an incorrect delivery address. Please contact us immediately if you believe you have provided an incorrect shipping address.
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- Lost or stolen package?
We are not responsible for lost or stolen packages. Should it be the case that your Track & Trace indicates that your package has been delivered to your address - but you still have not received your order - please report this, 14 days after the stated delivery date an investigation will be started by the courier company and we will keep you informed about this until the investigation is completed.
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- Questions about your order
Do you have questions about your order? Then take a look at the frequently asked questions page. If your question is not on the list, feel free to contact us.