FAQ (Frequently Asked Questions)
Q: How do I change or cancel my order?
A: We know how important your order is, so we aim to fulfill orders as quickly as possible. Please note that we can help you modify your order before it has been shipped. This includes changing the size or color of an item, removing an item, or changing your shipping address. While we cannot cancel or change an order once it has been shipped, you are welcome to return the item to us in accordance with our Returns Policy.
Q: How can I track my order?
A: We send an email with a tracking number as soon as your package ships. Just enter your tracking number on the order tracking page at the bottom of our website, and you can check its progress at any time.
Q: Can I specify a specific shipping method?
A: No, customers cannot designate a specific shipping company. We will choose a suitable shipping company based on the weight and size of the product.
Q: How can I modify my personal information after ordering?
A: Please contact us as soon as possible if you find that your personal information is incorrect. Normally, the information can only be modified before the package is shipped.
Q: What is the remote area surcharge? Do I need to pay it?
A: A remote area is defined as a postcode, or in the absence of a postcode, a suburb/town name that is difficult to serve. Deliveries to remote areas will incur a remote area surcharge. All shipping costs provided on our website do not include this surcharge. If you are in a remote area, please contact us first for your correct shipping cost. We reserve the right to cancel the order if there is an error in your shipping cost.
Q: What if I have a question before placing an order?
A: If you have a question about a specific product, you can ask in the product details page by submitting the “Q&A” form. If you have a question about your order status, a return, or a purchase you are considering, you can use this contact form to reach us. We will reply to you by email within one business day.
Q: Do you ship to PO Boxes or APO/FPO military addresses?
A: At this time, we regret to inform you that our shipping partners are unable to deliver to PO Boxes or APO/FPO military addresses. Please provide a physical street address to ensure that your items are delivered in a timely manner. If you provide a PO Box or APO/FPO military address, the shipment of your item will be delayed.
Q: Why was I asked for an "EORI" number? (EU customers)
A: FedEx requires that all international shipments to EU countries, if the recipient is a company, must include the “EORI” number on the invoice. Therefore, if you would like us to ship your order to an EU country via FedEx and the recipient is a company, please make sure to provide us with the correct “EORI” number in the order comments during checkout so your package can smoothly clear customs.
Q: What if an item was lost or damaged during shipping?
A: When you receive your package, please open it in front of the delivery person and check if everything is in order before you sign for it. If you find that an item was lost or damaged during shipping, please reject the package and contact us immediately. If you have purchased shipping insurance, please report the issue to the insurance company and take photos of the damaged parts.
If we do not hear from you about the package within 3 days after you sign to receive it, we will assume that you received the package in good condition.
Q: Have you received my returned items?
A: When returning an item, we recommend using your local postal service that provides tracking information and a customs form, rather than a courier service such as UPS, DHL, or FedEx.
Once we receive your package, we will begin processing your return, which may take up to 3-5 business days. When processing is complete, we will contact you and issue your refund. For more information on how long it takes to receive a refund, please click here.
Q: I've returned my item; how soon will I receive my refund?
A: In most cases, we will process your refund within 48 hours after your package has been received. The time it takes to receive your refund will vary based on the payment method you used.
PayPal
If you are a registered PayPal member, your refund will be processed instantly. You may check your PayPal account for more information regarding the refund.
If you are an unregistered PayPal user, it may take 7-45 days for PayPal to process your refund and return the money to your credit card account.
Western Union
For customers who paid using Western Union, we recommend using PayPal to receive your refund to avoid processing fees and receive your refund immediately. If you prefer to receive your refund through Western Union, you will need to provide us with the necessary information and then go to a bank in your home country that supports Western Union to pick up your refund using the details we provide.
Q: Why should I create an account?
A: A skysmotor.co.uk account makes shopping with us much easier and allows you to:
▶ Check the status of your current order and keep track of previous orders.
▶ Contact customer service with questions, order updates, and general assistance.
▶ Store your shipping and payment information to ease the checkout process.
▶ Ask questions and/or write reviews about a product. By adding product reviews, you can enter contests to win prizes.
▶ Add items to “My Wishlist” so that you can purchase them in the future.
Q: What if I forgot my password?
A: If you’ve forgotten your password, click on “Forgot your password?” We’ll ask you to enter your email address, and then you will receive an email with a link to reset your password.