FAQ (frequently asked questions) skysmotor.co.uk
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 shipment. It includes changing the size or the color of an item, removing an item, 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.
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, except for the designated standard express and economy express, customers cannot designate a specific express company. We will choose a suitable express company for transportation according to the weight and size of the product.
Q: How to modify my personal information after ordering?
A: Please contact us asap once you find your personal inforamtion is not correct. Normally the information can only be modified before the package is shipped.
Q: Can I specify a specific shipping method?
A: No, except for the designated standard express and economy express, customers cannot designate a specific express company. We will choose a suitable express company for transportation according to the weight and size of the product.
Q: How to modify my personal information after ordering?
A:Please contact us asap once you find your personal inforamtion is not correct. 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 post code or in the absence of post code, a suburb /town name that is difficult to serve. So a delivery to the remote area would attract a Remote Area surcharge. All the shipping cost applied in our website system is not including the Remote Area surcharge. So if you are from the remote area, please contact us first for your correct shipping cost. And we reserve the right to cancel the order if your shipping cost is fault.
Q: What if I have a question before placing an order?
A: If you have question about a special product, you can ask a question in the product details page and submit us 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 contact us. We will reply 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 and/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 a "CPF" number? (Brazilian customers)
A: Brazil customs requires that all the international shipments must state the recipient’s “CPF” number (if the recipient is individual) or the “CNPJ” number (if the recipient is company) on invoice. Therefore, if you would like us to ship your order to Brazil, please make sure to provide the correct "CPF" or "CNPJ" number in the order comment when you doing the checkout so your package can smoothly clear customs.
Q: Why was I asked for a "EORI" number? (EU customers)
A: FEDEX requires that all the international shipments which are shipped to EU country, if the recipient is company, must state the “EORI” number on invoice. Therefore, if you would like us to ship your order to EU country by FEDEX and the recipient is company, please make sure to provide us the correct “EORI” number in the order comment when you doing the 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, open it in front of the delivery person and check if everything is ok during shipping before you sign it. If you find an item was lost or damaged during shipping, please reject it and contact us immediately. If you have bought the shipping insurance, please report it to the insurance company and take photos of the damaged parts.
If we don’t get any news from you about the package within 3 days after you sign to receive it we will default that you get the package in intact.
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, instead of a courier agency such as UPS, DHL or FedEx.
Once we’ve received your package, we will begin processing your return, which may take up to 3-5 business days. When processing is completed, 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 refund your money within 48 hours after your package has been processed. The time it takes to receive your refund will differ based on the payment method you used.
PayPal
If you are a registered PayPal member, your refund has been completed instantly. You may check your PayPal account for more information regarding the refund.
If you are an unregistered PayPal user, it will take 7-45 days for PayPal to process your refund and return the money to your credit card account.
Western Union
For customers that paid using Western Union, we recommend using PayPal to receive your refund to avoid processing fees and get your refund immediately. If you want to receive your refund through Western Union, you will need to provide us with your 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. Allows you to:
Check the status of your current order and keep track of previous orders.
Contact Customer Service with questions, order update, and general assistance.
Store your shipping and payment information to ease checking out process.
Ask questions and/or write reviews about a product. By adding a product reviews, you can enter to contests to win prizes.
Add an item to “My Wishlist” so that you can purchase in the future.
Q: How 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 account and then you will receive an email with a link to reset your password.
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