Support Center

Can I exchange or return items?

Last Updated: Jul 20, 2017 05:44PM BST
If you need to return or exchange merchandise, please do not contact the original retailer. Please read and make sure that you agree with the return/exchange policy of the retailer(s) you ordered from. Each retailer may have a different return/exchange policy, which you will need to adhere to in order for us to process the return or exchange. We charge a restocking fee of £25 for any exchange or returns through online merchants, and £45 through any Skypax Shopping Concierge in store return.  All fees, including shipping and handling, are non-refundable. However, the original price of the merchandise may be refundable, based upon the individual policy of the retailer(s) you were ordering from.

For eligible refunds you must pay all shipping and handling fees that will be due which includes shipping from our business back to the retailer.

For eligible exchange, you must pay all shipping and handling fees that will be due which includes shipping from our business back to the retailer and the exchanged product's shipping from the retailer back to our business and shipping back to you.


If you have not yet shipped your item and it is still at our facility

Please email us specifying you would like to apply for a refund / exchange, detailing the Concierge order number and which items you would like to refund / exchange.
Upon receipt of your email our Concierge team will begin the process of returning/exchanging your items with the retailer.

If there are any return shipping fees due when exchanging items our Concierge team will raise an invoice for payment of these before the item is returned.

Once the items have been accepted for refund by the retailer our concierge team will process a refund to the payment method used for the order of the value of the items minus the restocking fee.


If you have already shipped the item from your Suite please follow the instructions below:

1. Email us specifying you would like to apply for an exchange / refund.
2. Inside your return package, include a copy of your invoice or packing slip, and circle all of the items you are returning/exchanging. Specify whether you wish to apply for a refund or to exchange the merchandise. If exchanging, please indicate what size, color, and style you want to exchange for.
3. Package the merchandise securely. You must ship the merchandise back to us via a trackable shipping method. You must insure the merchandise for the full retail value. We are unable to process or reimburse you for a return shipment lost or damaged while in transit to us.

Upon receipt of your email our Concierge team will begin the process of returning/exchanging your items with the retailer.

If there are any return shipping fees due when exchanging items our Concierge team will raise an invoice for payment of these before the item is returned.

Once the items have been accepted for refund by the retailer our concierge team will process a refund to the payment method used for the order of the value of the items minus the restocking fee.
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