FAQ - Frequently Asked Questions

How do I get stickers and free stuff?

You can add free stickers and free stuff to your order in your shopping cart. If you have a special sticker wish, please tell us in the comments’ field when selecting your payment method.
Depending on availability there are free products in the shopping cart. Some come with special articles or after a certain merchandise value is reached. You can look forward to free sunglasses, key chains or DVDs. They will be directly shown next to the respective article in the article description and will be added to your shopping cart automatically if you choose the product.
If you only want stickers, please send a letter with not used stamps worth 1.45 Euro (outside of Germany 3.45 Euro) and your full address to:

skatedeluxe Kundenservice
Carl-Pulfrich-Str. 1
07745 Jena
Germany

Please be patient. We will answer your sticker request within 2 weeks.

I want to order something – how does it work?

Choose an article

Choose any item(s) that you would like to order and add them to your shopping cart by clicking the "In cart"-button. As soon as you have made your selection click on "Shopping Cart" and then "Checkout".

Sign up

To complete your order you have to sign up once. If you've already signed up, you can log in with your e-mail address and your password and have a look at your free customer account and your orders.

Enter address

On the next page you are requested to enter your address. Please make sure that the given name is indicated on the doorbell and the letter box. If you indicate a phone number we can call you to help faster if there are any problems. After that, click on "Continue" and choose your delivery method.

Payment

This page displays your payment options. Please choose the desired payment method. If desired you can state an invoice address differing from the delivery address.

Confirmation

Click on "Continue" once more and you will see your order summary. If everything is correct, click on "Order Now" and your order will be sent to us automatically. According to the payment method further steps are needed to finish the order completely.

You will immediately receive an order confirmation by e-mail when we obtain your order. As soon as we ship your order you will receive a shipping confirmation via e-mail.

Can I change or cancel my order afterwards?

You can change your order by phone or e-mail until it is packed. Please be aware that we try to pack you order as fast as possible. The sooner you let us know, the better!

 

You can also place a new order and tell us what you want to change in the comments’ field when choosing your payment method. If it’s possible consider it done. Please note that an item is not available online anymore if the last one is already reserved in your order.

Can I also order by phone?

We gladly accept your order by phone, too.

How can I let you know about my wishes concerning the order?

In the order process when choosing your payment method you can find a personal comments’ field which you can use to tell us about your questions and wishes.

Some examples:

  • If you want us to mount the grip tape on the deck for you, please accept our condition by writing it into the field for notes: Please mount the grip tape on the deck. I confirm, that I am refraining from my right to return. Please be aware that we cannot take the deck back with the mounted grip tape if you don't like it. If you ordered several grip tapes or decks please define precisely which grip tape should be mounted on which deck.
  • If you want to have more stickers than the offered ones in the shopping cart please add your comment for more stickers in the comments’ field. If available we will happily add more stickers to your order.
  • If you don't want your parcel being delivered to your neighbour if you are not at home please write: Don't deliver it to the neighbour
  • If you want to have your parcel delivered at a special day, write it down in the field for notes. If possible we will send your parcel exactly so that it will arrive on the day you desire.

Can I make a reservation for an item?

Yes, by placing an order. All ordered items are reserved for you as soon as we receive your order. If you need longer than 7 days for making the payment, please tell us by phone or by e-mail.

Do the articles look like on the pictures?

We offer all articles as true to original as possible. However, there may still be differences depending on the monitor or lighting. If an article does not fully meet your expectations, you can send it back to us and either exchange it or get your money back.

Related topic: Return

How do I find the right size?

Our size conversion charts helps you finding the right size. If you are not sure, please write us an e-mail or call us. We will advise you best possible and we are also happy to take the exact measurements of the desired article for you.

Why is my size not being displayed?

All the articles you can see in our online shop are in stock. Any sizes that are not displayed are sold out. If you want to know whether we will get the article or a size back in stock, please write us an e-mail or call us.

Which types of coupons exist?

There are two different types of coupons: vouchers and discount coupons. Both types of coupons can be redeemed in your shopping cart before checkout.

Vouchers

You can buy a voucher or receive one if you have returned your purchase and indicated on the return form that you would like to receive a voucher as a coupon. To find out if you have a voucher, click here: »"My vouchers and credit”
  • You can use a voucher like real money to pay your order. You can also redeem it together with a discount coupon
  • If the amount of your voucher is insufficient to complete an order, please select a payment method for the remaining amount
  • Remaining credit will stay in your shopping cart and will automatically be used for your next order
  • If you don’t need a voucher any longer, please inform us by phone or e-mail and tell us your bank details for reimbursement
  • Vouchers are valid for three years after the end of the calendar year in which the voucher has been issued. When you purchase a voucher, the end date of its validity is indicated on

Discount coupons

  • For each order only one discount coupon can be redeemed
  • A discount coupon is valid only if a certain minimum merchandise value is reached. This value is displayed together with the expiration date after you have redeemed the coupon in your shopping cart and is also written on the invoice that you will receive with your delivery
  • Discount coupons can become void in case of returns or cancellations, e.g. if the merchandise value falls below the coupon’s required minimum. The discount will be granted again for an exchange order if the new purchase exceeds the minimum merchandise value
  • Each discount coupon is only valid for a limited period and cannot be redeemed after the end of validity. If you need a new discount coupon, please tell us the old discount code and request a new discount coupon

Where can I redeem my coupon?

You can redeem coupons in your shopping cart before checking out. After you successfully redeemed your coupon a confirmation message with details about the coupon will be displayed. Please mind the minimum merchandise value of the discount coupon.

Why has my coupon not been redeemed?

Discount coupons will only be saved while your session lasts (as long as you are logged in). If you have been logged out and log in again you have to enter your discount coupon again. Vouchers will automatically be saved in your customer account. You can check in My account and My vouchers and credit which vouchers you can still redeem and what your current credit is. If you can't see your credit, please contact our customer service.

How can I delete my customer account?

You can deactivate your customer account in "My account". If you haven’t placed any orders, we will delete your customer account. As far as storage periods due to trade and taxlaws have to be concerned, the length of storage can take up to 10 years.

Do you have a print catalog?

Unfortunately we don't have a print catalog. Our range of products grows every day and print media is not fast enough for permanent changes.

Why is my country not being displayed?

HERE is a chart with all countries we ship to. If you want your order delivered to another country, please write us an e-mail with the following information:
  • item number, size and amount
  • name and surname
  • date of birth
  • invoice and delivery address (street, house number, zip code, town)
  • optional: phone number (very useful to make sure you get your package)

We will get back to you with information about delivery times and shipping costs. Please note: When delivering outside the EU we will not charge German VAT. After receipt of the parcel the VAT according to your local customs authority is added. Customs clearance is already included in the shipping costs. If you order via e-mail, you can pay by making a money transfer in advance or you can pay by PayPal.


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