At this time SKATIE does not offer exchanges on international orders and any return shipping costs are the responsibility of the purchaser.

To initiate an international return please start your process at returns.skatie.com by entering the email address and order number you used on the original purchase. Follow the steps and once complete, please ship your items to the address displayed.

What is Order Protection? 

Order Protection protects your order against loss, damage, theft and more. In a few clicks, you'll receive a refund or replacement for approved claims. To cover your order, make sure Order Protection is toggled on at checkout. 

How do I buy Order Protection? 

Order Protection will be available to add once you reach your cart. Once added, it will appear at checkout before you place your order.

How do I make a claim with Order Protection? 

If you’ve purchased Order Protection and need to make a claim, head here or click the "File a Claim" button on your order confirmation page.

What am I covered for? 

Order Protection covers lost, damaged, stolen, wrong/missing items and orders that are returned to sender.

How long will my claim take? 

Order Protection aims to respond within 2 hours. Most customers get a resolution even quicker than that!

How long before my delivery is considered lost? 

If your package hasn't had an updated tracking scan in 7+ days, it’s considered lost in transit, and you can make a claim. For international shipments, you can submit your claim after 14+ days.

What happens if my parcel is stolen / if it says delivered but I haven’t received it? 

Make a claim as normal here. If your order is high value, you may be asked to provide proof of a filed police report.

What happens if I’ve received a wrong item? 

You’ll be asked to provide a photo of the wrong item to confirm the claim.

How long do I have to make a claim? 

You have 30 – 45 days to submit a claim, depending on the claim type. This is from the date you placed your order.

Yes! Our returns portal allows one exchange per order and your exchange can be initiated through our return portal: 

www.returns.skatie.com

You have 14 days from purchase date to exchange items. Items must be in new condition, with tags and liners attached. All items marked final sale are not eligible for exchange. 

*Please note while processing your return that you have the option to exchange for a different size or shop for something new. 

Once your return is delivered back to us, please allow 7-10 business days for processing before receiving your store credit or refund. If you choose to receive a store credit, you will receive an email with a SKATIE gift card once your return is processed. Use the code at checkout to apply your store credit.

For returns to your original payment method, please allow 7-10 days for refund to reflect back on your card.

Our sale section is Final Sale. In addition, orders placed using a discount code of 30% or higher are FINAL SALE. NO EXCEPTIONS.

Please note: items that qualify for final sale are sold below cost. Discounting items this low is very rare. Because of this, we do not accept any returns on final sale items. We hope you understand our position. If you have any questions regarding our policy, please email us at hello@skatie.com.

Yes. We now offer free return shipping for domestic orders only. Please process your return at returns.skatie.com to receive your prepaid return shipping label.

*Please note, international returns are at the expense of the customer.

No. We will not accept any returns that have not been processed through our returns platform, returns.skatie.com.

If you have placed a Try Before You Buy order, you have 5 days to try your items at home.We will only pre-authorize your card for the full purchase amount for the duration of the trial for fraud protection.You will be charged based on the items you keep after your 5 day trial has elapsed.If you decide to keep 0 items, you will be charged a Buy Zero restocking fee of $20.Rewards points will not be awarded for items returned. Gift cards are unable to be used for purchases while using Try Before You Buy.

If you process your TryNow order as an exchange through our returns portal, your TryNow trial will end and your card will be charged.If you would like to get a refund, please process your TryNow order as a return for a refund and order another size separately with TryNow.

Please do not place multiple TryNow orders in order to get more than the six items limit delivered. We love the interest and enthusiasm but unfortunately, our inventory as a small business is not able to support multiple TryNow orders from the same customer.If you place multiple TryNow orders at the same time, our system will be auto-canceling all but the first order.

Our warehouse works very hard to get your packages out as quickly as possible. Typically it takes between 2-3 business days for processing/fulfillment but during summer months and high volume times, we ask that you give us a 5-7 business day window. For items that are part of a collaboration, please allow 7-10 business days for processing/fulfillment.

Our warehouse is open Mon-Fri, therefore any orders placed Friday after 12 PM - Sunday, will not start processing until Monday. Please note that just because you choose overnight shipping method, it does not mean that your order goes out the same day you place it. There will always be a processing window, the overnight only applies to the shipping speed once the order actually ships.

If you purchase overnight shipping, please be aware that our fulfillment window is Monday-Friday only. If you order on a Saturday or Sunday for overnight delivery, the order will not be fulfilled until Monday and therefore it will be delivered on Tuesday. Please note that just because you choose overnight shipping method, it does not mean that your order goes out the same day you place it. There will always be a processing window, the overnight only applies to the shipping speed once the order actually ships.

Check out the tab labeled, My package has been lost or stolen - what do I do?, for more information on how to file a claim.

ATTN: We have transitioned out of Route Shipping Protection and are going to be using ORDER PROTECTION starting 7/25/23. For those customers that purchased Route before 7/25/23- please use the Route instructions below to file a claim. If you have any questions feel free to reach out to our CS team at hello@skatie.com.

ORDER PROTECTION:

FILE A CLAIM

My package has been lost or stolen - what do I do?

Unfortunately, once packages are in the carrier's hands, they are out of our control. That being said, we know how frustrating it can be and we are here to help!

- If you purchased OrderProtection shipping protection at checkout:

We implemented OrderProtection shipping protection to provide added insurance to your package.

To file a claim with OrderProtection, visit this link or click the "File a Claim" button on your order confirmation page. After filing a claim, OrderProtection representatives will aim to reach out within 2 hours to get you taken care of, but most customers receive a response and resolution much quicker than that! OrderProtection will ensure that you either receive a replacement or refund for approved claims.

For additional Order Protection questions, please see the Order Protection FAQ's tab under Returns & Exchanges above.

- If you did not purchase OrderProtection coverage:

If you did not purchase OrderProtection shipping protection, but you chose FedEx as your carrier, we can file a claim on your behalf with the carrier.

If you chose USPS as your carrier and opted out of OrderProtection, there is not much we can do. As a small business, we cannot take on the liability of carriers losing our packages and not reimbursing us for them. This is why we implemented OrderProtection. We ask for your patience and understanding when working through these issues, as this is something that is very frustrating and time-consuming for us too.

Please feel free to reach out to our customer service team for additional assistance at hello@skatie.com. Thank you!

ROUTE SHIPPING PROTECTION:

As of 7/25/23, we will no longer be offering ROUTE. If you placed your order prior to this date and need to file a claim, follow the instructions below.

To file a claim with ROUTE, download the ROUTE mobile app via the email you receive from ROUTE after placing your order, or by going to claims.route.com. After filing a claim, a ROUTE representative will reach out within 24 - 48 hours to get you taken care of. ROUTE will ensure that you either receive a replacement or refund.

FedEx One Rate: We have a special rate with FedEx called FedEx One Rate. This requires your items to fit in their FedEx One Rate envelope. If it does, your shipment is guaranteed to be delivered in 2 days. The rate is around $12.

FedEx Ground:We have a better rate with FedEx Ground than we do UPS. FedEx Ground will ship in our biodegradable mailers and is a fast and reliable shipping method.

FedEx Overnight: If you need your order urgently, FedEx Overnight is the best method for this. We offer competitive rates with them.

*All FedEx shipping methods are reliable. FedEx insures the packages up to $100 and is very good about reimbursing us if a package is lost or damaged via their service.

USPS First Class:We implemented USPS First Class Mail due to customer requests for a cheaper shipping method. This method takes longer, and the time frame is not guaranteed.

USPS First Class does not guarantee any insurance. Therefore, we highly recommend opting into ROUTE shipping protection at checkout. This ensures that, if your package is lost or damaged, you do not have to deal with USPS, as they have never reimbursed us or our customers a penny for their errors.

Please reach out to hello@skatie.com and put URGENT in your subject line. We will do our best to make changes to your order before it ships, but it is not guaranteed.

If you wish to cancel your order, please email hello@skatie.com. If your order has already been processed, we cannot cancel your order. However, we are happy to have them returned to us for store credit if the item meets the requirements! 

Please contact our customer service team at your earliest convenience. They will help you resolve this issue. You can reach them at hello@skatie.com.

No, we do not. Please send an email over to hello@skatie.com for any customer service assistance.

SKATIE does offer international orders, and we do our best to provide competitive shipping rates for international customers.

Please note that SKATIE is not liable for customs clearances fees that are required by your country, and we are not responsible for the delay in delivery caused by customs.

• Prices listed on our website do not include any of these customs clearance fees. Please be aware of your country’s customs charges prior to placing an order.

• If you choose to reject/refuse delivery due to customs fees, there will be a $25 return fee deducted from your store credit to cover return shipping due to your refusal. This is non-negotiable.

• International customers must cover the cost of international return postage, as well as any additional duties or taxes assessed by customs.

Overnight shipping only applies to the shipping speed once the order actually ships, there is still a fulfillment window to consider. Our warehouse does their best to prioritize overnight orders and get them out asap, but depending on the volume of orders, it will not always go out same day.

Please note if you place an overnight order on a Friday after 11 AM through Sunday, it will not be processed until our warehouse reopens on Monday.

Can I redeem my reward points when I order something on sale or at a discount?

Reward points can not be combined with items on sale.

We recommend washing your SKATIE activewear on cold, with like colors. In order to avoid any pilling, we recommend hang drying all SKATIE activewear.

FLEECE ITEMS:

These items are made with shinkage. This means that they will look atleast a size too big when you receive them but after first wash and dry they will shrink to fit perfectly!

RIBBED ITEMS:

Machine wash on delicate cycle and hang dry to keep your ribbed pieces in the best quality and to avoid pilling.

JERSEY ITEMS:

Machine wash on delicate cycle and hang dry to keep your ribbed pieces in the best quality and to avoid pilling.

SEERSUCKER:

Wash at or below 30 degrees celsius, can iron at medium temperature, do not bleach, do not tumble dry, can dry clean with any solvent except trichloroethylene. 

Our office hours are Monday - Friday from 8:00 AM - 5:00 PM (PST). Any customer service inquiries received outside of that time period will be answered within those designated office hours. If you have an urgent matter, please put URGENTin the subject line so that our team knows to prioritize your inquiry.