FAQ / Frequently Asked Questions

Contact

How can I reach Skatestore?

You can email us at info@skatestore.nl or call us at +31(0)70-206 06 60. You are also welcome to visit our stores in Amsterdam, Rotterdam, Den Haag, Groningen, Utrecht and Nijmegen.

I entered the wrong address for my order

If you made a mistake in the address you provided for your order, please contact us by phone as soon as possible at +31(0)70-206 06 60.

My order hasn't arrived

Our orders are shipped via our partner carriers. Once your order has shipped, you will receive a tracking number from them. Use this number to track the location of your package. If any issues arise, please contact the carrier handling delivery or your local carrier and provide them with the tracking number.

A different product was delivered

Our apologies. You can return the product to us and we will send you the correct product. The costs are covered by us. Please contact us before returning the product via info@skatestore.nl or +31(0)70-206 06 60.

The product I received is damaged

We do our best to package products so they don't get damaged during transport. However, should any damage occur, you can return the product for a new one. The costs are covered by us. Please contact us before returning the product via info@skatestore.nl or +31(0)70-206 06 60. If the product is no longer in stock or is on backorder, we will work with you to find a suitable solution.

Payment

Ordering Nike SB outside the EU/EEA

Please note! It is only possible to order Nike SB products from us if you live in the EU, the United Kingdom, Iceland, Norway, Liechtenstein or Switzerland. We make no exceptions and will cancel your order immediately.

Shipping

Which carrier will deliver my package?

We work with various carriers. If your order is being delivered outside the Netherlands, delivery will be completed by a local carrier. Generally, this will be your national carrier.

Can I track my order?

Once your order has shipped, you will receive an email from the carrier handling delivery with your tracking number. If you haven't received the email, please check your spam folder before contacting us at info@skatestore.nl or +31(0)70-206 06 60.

Returns

Are products covered by warranty?

All our items are covered by the manufacturer's warranty against manufacturing defects. If a product you ordered has a manufacturing defect, please contact us at info@skatestore.nl.

I would like to return a product

You can return the product within 14 days of receipt to Skatestore B.V., Edelgasstraat 169, 2718 TG Zoetermeer, the Netherlands. The product must be unused and returned in its original packaging, including hangtags. If you need more than 14 days to return your order, please register your return via info@skatestore.nl, or via the 'more info' (three dots) button next to the relevant order in your order history. You are responsible for the costs of returning the product to us.

Returning orders from within the EU

If an entire order is returned, the full order amount (cost of the product + original shipping) will be refunded within 30 days. For a partial return, the product price will be refunded.

Returning orders from outside the EU

If an entire or partial order is returned, the cost of the product will be refunded within 30 days. Shipping costs are not refunded.

Please note when returning items

PLEASE NOTE: If we have gripped a deck for you or assembled a complete skateboard, the product is considered a custom-made product and cannot be returned. For your return, you may use a carrier of your choice. Register your package with the carrier and they will provide you with a return label.
Return address: Skatestore, Edelgasstraat 169, 2718 TG Zoetermeer, the Netherlands

PLEASE NOTE: Did you receive a free product with your order? If the main product is returned, the promotion is no longer valid. This means the free product must also be returned. If this is not done, the retail value of this product will be charged.

I placed an order, but I want to cancel it

It is possible to cancel an order, but this requires quick action. Almost all our orders are shipped the same day, so please contact us as soon as possible if you wish to cancel your order. We recommend calling us at +31(0)70-206 06 60.

Where can I file a complaint about the service or a product?

We do our utmost to provide our customers with the best possible service. Should you have a complaint about our service or products, please contact us. You can reach us by phone at +31(0)70-206 06 60 or by email at info@skatestore.nl, or by replying to the original order confirmation. We do our best to get back to you within three days and to offer a suitable solution. If we are unable to find a mutual solution, you can file a complaint with a recognised dispute resolution body. An overview of competent bodies can be found at: consumer-redress.ec.europa.eu/dispute-resolution-bodies.

Right of withdrawal

You have the right to withdraw from the agreement within 14 days without giving any reason. The withdrawal period expires 14 days after the day on which you, or a third party designated by you other than the carrier, takes physical possession of the goods. To exercise the right of withdrawal, you must inform us via an unambiguous statement (for example in writing, by post, fax or email) of your decision to withdraw from the agreement. You may use the model withdrawal form sent to you (included in your package) for this purpose, but you are not obliged to do so. You can also download the model form here.

To meet the withdrawal deadline, it is sufficient to send your communication regarding the exercise of the right of withdrawal before the withdrawal period has expired (14 days). We may withhold reimbursement until we have received the goods back, or until you have demonstrated that you have sent the goods back, whichever is earlier. You must return or hand over the goods to us without undue delay and in any event no later than 14 days from the day on which you informed us of your decision to withdraw from the agreement. You meet the deadline if you return the goods before the period of 14 days has expired. The direct costs of returning the goods are at your own expense.

A skateboard assembled by us on request, or a deck to which we have applied grip tape, makes the product 'personalised' (custom-made), which means the product is excluded from the statutory right of withdrawal. For hygiene reasons, underwear, socks and face masks must be unused and undamaged, with all original labels and hangtags still attached. Clothing can only be returned if it is unworn and unwashed, in its packaging and with all original labels and hangtags still attached.

We reserve the right to refuse a refund if the items are not returned in their original condition.

Promotion terms

Promotions: in the case of a free product received with an order: the promotion is no longer valid if the main product is returned. This means the free product received must also be returned. If this is not done, the retail value of this product will be charged.