Right to return and exchange goods

To help you feel confident in your purchase, we offer a 30-day open purchase and exchange policy from the time you receive the item. For a full refund or exchange, the item must be returned unused. If the item is returned in a deteriorated condition, a reduction in value will be made, including damage to the original packaging and labels.

Open purchase and exchange rights do not apply to goods that have been manufactured or modified in accordance with the customer's special wishes, such as mounting skis or fitting ski boots.

Exchanges and returns

Note: Products purchased through Skistarshop.com are returned using the return slip included in your shipment.

All orders are accompanied by a return slip with a simple return form that you fill in for exchanges and returns. We will pay for one exchange per order provided you use the accompanying returns slip. In case of return, a shipping cost of 49 SEK will be charged by reducing the refund amount.

If you have used your loyalty points or paid with a gift card, these will be returned to your points account/new gift card upon return or exchange.

If you want to use your loyalty points or your gift card when placing a new order, you must wait until your return has been processed by us. A new gift card is then created for you that comes by email and the loyalty points go back into your customer number.

*When exchanging/returning bulky deliveries, the following applies:

Bicycle & roof box:

When exchanging/returning bicycles or roof boxes, a return consignment note is not included. You can buy a shipping label for 599 SEK within Sweden and for 999 NOK/DKK from Norway or Denmark. If you want to return or exchange a bike, please contact our customer service and they will help you with the entire process. The contact details can be found here >>

Skis & Snowboard:

We are always responsible for the shipping costs when exchanging products that are not assembled. When returning skis or snowboards there is a shipping cost of 249 SEK/NOK for returns from Sweden and Norway and 149 DKK for returns from Denmark.

Exchange:
If you want to exchange the item, please place a new order. This is to ensure that we have your item in stock, and to expedite your new order. Then follow the instructions on the attached return slip or below.

  1. Fill in the return slip with item number, product, number, and return code. N.B. If you want to exchange goods, tick the exchange box and place a new order at www.skistarshop.com.
  2. Place the return slip in the package and pack the goods carefully so that neither the goods nor the original packaging is damaged. The goods must be returned in its original condition and original packaging with labels still attached for a refund to be issued.
  3. Paste the return slip on the package. Do not paste the return slip to the original packaging.
  4. Leave the parcel with your Schenker agent. NOTE! If you have had the parcel delivered to your home, you must book a collection of the return. Contact Schenker and provide your parcel ID (found on the return consignment note).
  5. You will be charged for return freight by a reduction of the amount to be refunded of SEK 49. Returns due to faults and exchanges are free of charge.
  6. We'll refund your goods as soon as we receive your package.

When exchanging a promotional product:
When changing the size of a product you purchased at the promotional price, the same price applies as for the previous order. You place a new order for the size you wish to change. You submit your new order number to info.shop@skistar.com and inform us that you have made a change of size. We will adjust the price of your new order to the same price as for your previous purchase. When paying by card, the amount is returned to your credit card. If you have chosen invoice as payment method, you will receive an updated invoice from Klarna when the price adjustment is made.

Returns:
Follow the instructions on the attached return slip. Instructions are also available above. For information and help regarding returns that are not covered by our return slip or free shipping, please contact our customer services.

If you have misplaced the provided return shipping label, you can log into My page and order a new. Go to bookings and click on ”Details” for the order you want to return/exchange. Choose “Order return shipping label”, and fill in the form.

If you weren’t logged in when you made the purchase, you have received a link in the e-mail with your order confirmation. Use the link to go to your order, and then click on ”Details” regarding the order you want to return/exchange. Choose “Order return shipping label”, and fill in the form.

We will as quickly as possible send the return shipping label to your e-mail address,however it may take up to 24 hours.

Packaging for returns and exchanges

You will be responsible for an item that is being returned or exchanged during the return transport up until the point when we receive it. You will need to package and handle the goods in a manner that minimises the risk of damage during transport. To receive a full refund or to exchange the goods, they must be unused, returned in undamaged original packaging, with labels still attached and any accompanying manuals included.

It is important that outer packaging is used, and that tape or other material are not affixed to the original packaging. When purchasing sanitary items, underwear or swimwear the seal must not be broken.

Refund

Once we have received and approved the return goods, the refund will be made within 14 days of receiving the returned items. When possible, the refund will be done the same way as the payment was received. Shipping fees are not refundable.

To enable a return or a replacement, you must prove that the purchase was made from us. We therefor recommend you save your order confirmation and payment reference as a receipt for your purchase.