Shipping & returns
Your package shipment
Packages of in-stock items are generally dispatched the same or the next business day after receipt of payment and are shipped via UPS or Bpost. Orders should arrive within 1 to 5 bussiness days from the date of shipping, depending on the destination. Exceptions occur.
If you prefer delivery by a different carrier or by a different method (express, extra insurance...), an additional cost is applicable, so please contact us before placing your order.
Orders placed on Friday, the weekends or on holidays may not be shipped until the next business day. Please mind we are closed on Monday or Tuesday.
We take great care of packing your order, and while selecting good shippers, we have no control over the package once it leaves our warehouse. Do not accept the receipt of a damaged package.
Our website wil automatically calculate the shipping to your destination when you have entered an address as a guest or as a registered customer. The shipping fee depends on the weight, dimension and destination of the package. Small items might be shipped without tracking to guarantee a low shipping rate.
Consider any shipping or transit time offered to you by Sucker Punch Skate Shop or other parties only as an estimate. We are not UPS, Fed-Ex or TNT and do not control how (fast) they work. The best thing we can do is get your order out asap so the shipper can do their job. We cannot be responsible for any delays caused by security checks, customs, absence at the delivery address, misinformation about the delivery address or any other situation that is beyond our or our carrier's control.
The delivery time is based upon working days and does not include weekends or holidays.
We encourage you to order in a timely fashion to avoid delays caused by shipping or product availability. If you need your order by a specific date, please indicate this on your order and we will do everything we can to get it there on time.
Our couriers do not call ahead of delivery and can not predict when they will deliver your order. Also, if a package is undeliverable either because the address is incorrect, there is nobody present to accept the order when delivered, an entrance code is necesarry and not provided or because the driver is unable to locate the address, the package will be returned to the nearest distribution center and held until further direction is given or shipped back to the Sucker Punch Skate Shop. Sucker Punch Skate Shop can not be held responsible in such instances!
It is your responsability to contact Sucker Punch Skate Shop when the delivery has not been made in a feasible time frame. When the package comes back to Sucker Punch Skate Shop due to any of the reasons above, Sucker Punch Skate Shop will not be responsible for the costs for re-shipping the order.
Sucker Punch Skate Shop takes no responsibility for any orders that are destroyed, damaged or stolen as a result of the mode of delivery. If a package arrives damaged, do not accept it from the shipping company. If you did, however, make pictures and send them to us as soon as possible. Most shipping companies consider the acceptance of a package as an 'okay' on your end. So if there is damage and you accept the delivery, they might relieve themselves of their responsibility.
Backorders/Out of stock items
Backorders (out of stock items) do occasionally happen. We try to communicate the availability on the product page, so you can make an informed decision and purchase. You will hear from us if anything from your order is out of stock. We will let you know when the item is expected and whether there are any substitutions that we can recommend. You will always have the following options for backorders:
1. Cancel the backordered item from the order. We will refund you for the item, and ship the rest of the order.
2. Wait for the backordered item to come in stock, and have the complete order shipped then.
3. Have all in-stock items on the order ship immediately, and have the backordered item ship when it is back in stock. The customer is responsible for the shipping costs for multiple/additional shipments.
Group orders are a great way to save on shipping costs, and we definitely encourage you to shop this way!
We might give shipping discounts or free shipping for group orders, contact us about this.
But remember: the more items on an order, the higher the chances of a delay (backorders/out of stock items ...). You will need to balance the benefit of cheaper shipping against the possibility of a delay on the order. Contact us to receive up to date information about the in-stock items if you want to be 100% sure.
Having gear that fits properly is very important and we strive for you to skate comfortable and safe. Please read the information on product pages, sizing info, our blog and FAQ thoroughly before making a decision. If gear doesn't fit correctly, we'll help you make it right.
Please contact us within 14 days of the receipt of the item for an exchange. Almost all items are exchangeable if you haven't used them. All exchanges must be in unused, original condition with original undamaged packaging. When trying on gear, please do it at home (not at practice), and preferably on a carpet surface so there are no scratches (ie on the knee caps) etc. If you want to change a skate package, but the wheels have traces of use, contact us. We will arrange with you to keep your wheels and only exchange the skate/plate assembly.
We don't charge any exchanging fees, but the shipping fees associated with the return are yours. You are responsible for the shipping to get the product back to us should you want a return for any reason that is not our fault. We will ship you the new item(s) for free (for EU orders, except for Cyprus & Malta), we will pay for those shipping costs. Feel free to add other items for yourself or your team mates to this package! The only exception to the free re-shipping or free exchange on an order/item exceeding 299 euro, is when the reason for exchange is by a mistake of your own (delivered an item that was not on your invoice), or when the shipment is outside of Europe.
In the rare circumstance you have received an incorrect item, please inform us within 2 days of receiving and do not use or wear this item.
How to exchange one or more items of your order:
With your order, you have received an order return form for European orders. Complete this form and ship it back with the items you want to exchange. Do NOT ship anything back to us without letting us know!
If your exchange is urgent, we advise you to place a new order through the website and return the other item back for a full refund. The return also happens with the Order Return form, so fill it out and add it to the return package and contact us about the return/exchange we should expect.
Please contact us within 14 days of the receipt of the item for a return. Almost all items are returnable if you haven't used them. All exchanges must be in unused, original condition with original undamaged packaging. When trying on gear, please do it at home (not at practice), and preferably on a carpet ;) so there are no scratches on the knee caps etc.
We do not charge any restocking fees, but you can only return an unused item in its original condition with original undamaged packaging . Contact us if you want to return an item, never go ahead with shipping without letting us know! You are responsible for the shipping to get the product back to us should you want a return for any reason that is not our mistake.
We will refund you within 30 days of the returned item's arrival. All refunds happen in store credit, unless you clearly state you want to be credited to the original method used to place the order. When this is not possible, we will contact you. If the item shows traces or marks of use or wearing, or can not be assessed as new and in mint condition, a fee wil be debited from the refund.
Note that shipping fees will not be refunded.
Shipping, returns and exchange outside of Europe
We ship outside of Europe. Our website can not calculate the shipping cost to these destination, we have to do that manually, so feel free to email us with the item(s) you are looking for, your full name, shipping address and phone number and we will make a quote/estimate and a payment link (if you were wanting to pursue to an order). That way you know what's up before confirming your order.
Note that some countries charge the receiver customs fees and/or taxes. Sucker Punch Skate Shop is not responsible for any of those fees.
All our prices are in Euro. The total in your currency will be charged after the sales is complete and depends on the currency exchange rate of that day with your financial institution. We can only give you a rough idea on what the currency exchange might look like.
You can alway return or exchange unworn and undamaged items. You are responsible for the shipping costs and insurance to get the product back to us (and to you) for any reason that is not our fault. When we have shipped you what is not on the invoice, it is our fault.
When returning an item, email us with RETURN in the email subject name. Items returned to us without letting us know before shipping, can be returned to sender.
For further questions about intercontinental shipping (anywhere outside Europe & the UK), please get in touch.
Items that may NOT be returned or exchanged
- Used, worn, marked or dirty items (incl. skates, protection and all other items)
- Custom boots (this includes custom colors, widths, sizes etc)
- Custom mounted boots
- Custom skate packages (skates for which you have selected the components separately and had mounted at Sucker Punch Skate Shop or elsewhere)
- Special order items
- Socks, tights, hotpants and mouthguards, unless in original packaging
- Items that state in the product description that they may not be returned or exchanged
- Sale, clearance and closeout items
If you are unsure if a product qualifies for returning, please contact us before finalizing your order.
When a product has slight damage (ie scuffs), the item may be subject to a restocking fee.
Damaged or defective products and warranty
Please contact us about this as each manufacturer has a different proces for damages and warranties. Be sure to have a proof of purchase at hand and to be able to explain what exactly is damaged or defective. We will ask you for photos. These are necessary requirements to start the warranty process.
We might exchange or refund you (depending on the supplier and the specific situation), but we will need the damaged or defective item in most cases. Do NOT ship us any damaged or defective product without letting us know before you ship it.
Minor cosmetic flaws are not considered defective, as they do not affect product performance or quality.
Warranty covers production issues and material defects. In no situation does warranty cover misuse, abuse, negligence, carelessness, accidents, washing (i.e. for protective gear), wear and tear through normal use, natural degradation of material or the failure to comply with product or care instructions.
We have a profound technical knowhow and very professional skills when it comes to mounting skates. We use different sort of tools in this handwork and even with the finest precision, this may result in minor scratches or marks. This is not considered as damage, does not affect the performance or quality of the product and will not be treated as a damaged or defective product.
Gift Certificates (also referred to as Gift Vouchers) purchased through our website will be delivered per email. Gift Certificates purchase in store will be physical Gift Certificates, unless requested different.
Our Gift Certificates must be redeemed on our website or in our store, as full or part payment for products on our website or in our store. A Gift Certificate can not be used to purchase a new Gift Certificate. Site promotions (including discounts and gifts with purchases) might not apply when purchasing a Gift Certificate.
Gift Certificates expire 12 months after the date of issue. Gift Certificates can not be exchanged for cash. If you wish to return a product purchased with a Gift Certificate, you will receive a refund in a Gift Certificate (and not in cash).
Our website will make an estimate for the shipping cost of your order. In case this estimate is not correct for the dimensions and/or weight of your specific order, we will get in touch with you to organize the complete shipping cost arrangement before your order can be shipped to you.
We offer free shipping for orders exceeding 299 euro, shipped to a European destination UPS Pick Up Point (excl Cyprus & Malta). Exclusions might apply, especially during the COVID-19 period. During this period, Moxi Lolly skates might not ship for free. No orders to other destinations will ship for free. Free shipping orders will be delivered to a UPS pickup point or shipped per Bpost for smaller items. We have the right to change the shipping method.
The free shipping for orders exceeding 299 euro does not apply for exchanges happening because an error made by the customer.
If you have a question about any of our terms or you are looking for an exception, please contact us.