Refund policy

Refund & Returns Policy

Last updated: August 2026

At Skyra, we want you to be happy with your order. We offer a 30-day returns policy on eligible products, including standard Skyra clothing, ski goggles and accessories.

This policy explains how to request a return, cancellation, replacement or refund.

Nothing in this policy excludes, restricts or otherwise affects your statutory rights under applicable UK consumer law.

30-Day Returns

You may request a return of an eligible product within 30 days of receiving your order.

This applies to:

  • Standard Skyra clothing
  • Ski goggles
  • Spare lenses
  • Hats, caps and beanies
  • Other standard, non-personalised Skyra products

To request a return, please contact us within 30 days of delivery. We will provide you with the appropriate return instructions.

Please do not return an item without contacting us first.

Return Condition

You may inspect and try on an item as you reasonably would in a shop.

Returned goods should, wherever reasonably possible:

  • Be unworn other than for trying on
  • Be unwashed
  • Have tags attached where applicable
  • Include all accessories supplied with the product
  • Include original packaging where reasonably possible
  • Be returned in a resaleable condition

For ski goggles and lenses, protective films should remain attached where reasonably possible unless removal was necessary to inspect the product.

We may make a reasonable deduction from a refund if an item's value has been reduced because it has been handled beyond what is necessary to establish its nature, characteristics and functioning.

Clothing Produced to Order

Many Skyra garments are produced only after an order is placed. This helps us reduce unnecessary inventory, overproduction and waste.

However, standard Skyra clothing produced in standard sizes, colours and designs remains eligible for our 30-day returns policy, even where production begins after you place your order.

The fact that an item is produced after your order is placed does not, by itself, make the product personalised or bespoke.

Please check the relevant size guide carefully before ordering. If you need help choosing a size, please contact us before placing your order.

Personalised or Bespoke Products

Products made to your individual specifications or clearly personalised specifically for you may not be eligible for change-of-mind returns.

Where a product is personalised or genuinely bespoke, this will be made clear before purchase where applicable.

This does not affect your rights if a personalised or bespoke item is faulty, damaged, not as described or supplied incorrectly.

Ski Goggles, Lenses & Accessories

Skyra ski goggles, spare lenses and accessories are covered by our 30-day returns policy.

Items should be returned in a resaleable condition and, wherever reasonably possible, include:

  • Original packaging
  • Carry cases or pouches supplied
  • Cleaning cloths and other accessories
  • Protective films where applicable

You may inspect the product as you reasonably would in a shop.

Items that have been used beyond what is necessary to inspect them may be subject to a reasonable deduction for any reduction in value.

Faulty, Damaged or Incorrect Items

If your order arrives damaged, is faulty, is not as described, or you receive an incorrect item, please contact us as soon as reasonably possible.

Please provide, where available:

  • Your order number
  • A description of the problem
  • Photographs showing the issue

We will assess the issue and provide an appropriate remedy in accordance with your statutory rights. Depending on the circumstances, this may include a repair, replacement, full or partial refund, or another suitable remedy.

Where goods are confirmed as faulty, damaged or incorrectly supplied, you will not be required to bear reasonable return costs.

Your statutory rights relating to faulty goods are not limited by the 30-day voluntary returns period in this policy.

Return Postage

For change-of-mind returns under our 30-day returns policy, the customer is responsible for the direct cost of returning the goods unless we state otherwise.

We recommend using a tracked postal service and retaining proof of postage until your return has been completed.

If an item is faulty, damaged, not as described or incorrectly supplied, please contact us before returning it so we can provide appropriate return instructions.

Refunds

Once your return has been received, we will inspect it and notify you regarding your refund.

Approved refunds will be returned to your original payment method.

Where you exercise a statutory right to cancel an eligible online purchase, we will also refund the cost of our standard delivery option where required by law.

If you selected a more expensive delivery service, we are not required to refund the additional amount above the cost of our standard delivery service.

Refunds will be made without undue delay and, where applicable, no later than 14 days after we receive the returned goods or satisfactory evidence that they have been sent back, whichever occurs first.

Your bank or card provider may take additional time to process the refund after it has been issued.

Exchanges

We do not currently operate a direct exchange service for change-of-mind purchases.

If an eligible item is unsuitable, you can return it in accordance with this policy and place a new order for your preferred product, colour or size.

If you receive a faulty or incorrect item, please contact us and we will arrange an appropriate resolution.

Cancelling an Order Before Dispatch

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.

Because some products enter production shortly after an order is placed, we cannot guarantee that we will be able to stop an order before dispatch.

However, where statutory cancellation rights or our 30-day returns policy apply, an item entering production does not remove those rights.

Personalised or genuinely bespoke products may be treated differently as explained above.

Delivery Problems

If your parcel is lost, significantly damaged in transit or does not arrive as expected, please contact us as soon as possible.

We will investigate the issue with the delivery provider and work with you to resolve it.

How to Request a Return

To request a return, cancellation or report a problem with an order, please contact:

Skyra
Operated by Nicola Makin, trading as Skyra
12 Acton Close
Haydock
St Helens
Merseyside
WA11 0WE
United Kingdom

Email: support@skyra.shop

Please include your order number and the reason for contacting us so that we can assist you efficiently.

Do not return goods without first contacting us for the appropriate return instructions.

Your Statutory Rights

Nothing in this policy excludes, restricts or otherwise affects any rights you have under applicable UK consumer law, including rights relating to goods that are faulty, damaged, not as described or otherwise do not conform to the contract.