Information concerning Covid-19

Dear customer,

At Skistarshop.com we are delivering as usual. We are following daily updates from Postnord about possible delays.

Our stores in Sweden are still open and will keep normal hours. We have been taking necessary precautions in our store to make you as a cosumer feel safe.  We have information sheets all over our stores.

We are following directions about Covid-19 from the Swedish government and we keep our staff updated. Read our latest updates about our delivery, shipments and shops right here.

Do you have any questions?

If you have any questions just contact Madde, Maria, or Linda at our amazing costumer service, tel.nr +46280-85574 or at info.shop@skistar.com. We are here for you!

At last but not least we want to send you a warm greeting – take care!

/ Regards from Skistarshop.com & Skistarshop Concept Store in Åre, Sälen, Vemdalen och Hemsedal.

 

Right to return and exchange goods

To give you 100% confidence when purchasing goods from us we offer you the right to return or exchange goods within 30 days from the date of receipt of the goods. For a full refund or to exchange the goods, they must be returned unused. If the goods are returned in a worse state than when they were sent out, a deduction will be made from your refund. This includes damage to original packaging and labels.

The right to return or exchange goods does not apply to goods manufactured or modified based on specific customer requirements, e.g. mountings on skis or ski boot repairs.

Exchanges and returns

A return slip containing a simple return form is included with all orders and must be filled in for exchanges and returns. We will cover the cost of one exchange per order, provided you use the attached return slip. When returning an item, a shipping charge of SEK 49 will be charged by means of a deduction to the amount refunded.*

  • If you used your loyalty points or paid with a gift card, the points will be returned to your loyalty account or a new gift card issued in case of returns or exchanges. If you want to use your loyalty points or gift card for placing a new order, you'll have to wait until your return has been completed by us. A new gift card will then be created and mailed and the loyalty points will be returned to your customer number.

*The following applies in the case of exchanges/returns of bulky deliveries:

  • Bicycles:
    When changing/returning bikes, no return shipping label is included. You can buy a shipping label for SEK 599 within Sweden or NOK/DKK 999 from Norway/Denmark. If you wish to return or change a bike, please contact our customer services and they will help you through the whole process. Contact information can be found here >>
  • Skis:
    We always pay the cost of shipping for an exchange of skis that have not been fitted. When returning skis, there is a shipping fee of SEK/NOK 249 for returns from Sweden and Norway and DKK 149 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. Drop off the package at your local post agent. N.B! If you had the package delivered to your house you should book a collection for returns. Contact PostNord at +46 (0)771-33 33 10 and state your package ID (can be found on the return slip).
  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.

Exchanging and returning items in our stores:

Sweden:

You may exchange items you have bought through our online stores at some of our Concept Stores in Sälen, Åre and Vemdalen. Exchanges and returns in our stores are free of charge. You must bring the order confirmation that you received with your purchase, which is the equivalent of a receipt. This will enable the staff at the checkout to help you.

If returning goods you have purchased at www.SkiStarShop.com to a store the refunded amount will be paid by SkiStarShop.com, not by the Concept Store.

NB! If the purchase is done online, and the delivery made to a Swedish address, the item may NOT be exchanged at one of our stores in Hemsedal, this due to the Customs rules between Sweden and Norway.

Norway: 

You can return or exchange goods bought online at our Hemsedal Concept Store only if you have ordered and had the goods delivered to a Norwegian address due to the customs agreement between Sweden and Norway. 

Exchange of the goods can be done directly in the Hemsedal Concept Store as long as they have the goods in stock.

If returning goods you have purchased at www.SkiStarShop.com to a store the refunded amount will be paid by SkiStarShop.com, not by Hemsedal Concept Store.

 

The range of our online items and items in our physical stores may vary. You may contact our customer services if you want to know if we have the item you wish to exchange to in stock. Opening hours and contact information for our stores can be found here.

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.