FAQ
How can I reach Skye LA’s customer service team?
- Our customer service team is available Monday – Friday: 9:00 AM – 5:00 PM (GMT).
Note: Our dedicated support team also operates during North American business hours (MST) to ensure a prompt response for our US customers. We typically respond to all inquiries within 24 hours.
- You may reach us via email at support@skye-la.com.
- You can also contact us through our Contact Form.
How fast can you answer my question?
We respond to all emails and messages in the order they are received, typically within 24 hours (Monday–Friday). Messages sent over the weekend will be answered on the next business day.
Can I change my shipping address after placing my order?
- We can only update your shipping address if your order has not yet been processed or shipped.
- Please contact us within 24 hours of placing your order at support@skye-la.com.
- If your order has already shipped, you may use your 14-day return right in accordance with our Return & Refund Policy.
When will I receive my order?
Estimated delivery times:
- Order Cut-Off Time: 12:00 AM (MST)
- Processing Time: 1–2 business days (Monday–Friday)
- Transit Time: 5–7 business days (Monday–Friday)
- Total Estimated Delivery: 6–9 business days
Free shipping on all orders within the United States.
While our corporate headquarters is located in London, we utilize a network of fulfillment centers in United States to ensure efficient delivery to our US customers.
Which shipping companies do you use?
We partner with reliable carriers, including:
- DHL
- UPS
- USPS
- FedEx
How can I track my order?
Once your order ships, you will receive a tracking number via email. You can track your package on our Track My Order page.
Why is my tracking number not working?
Tracking numbers may take 24–48 hours to activate after shipment. If it is still not working after this time, please contact us at support@skye-la.com.
Out of Stock Items
If an item becomes unavailable after purchase, we will notify you by email. If the item cannot be restocked within two weeks, a full refund will be issued automatically.
I received a damaged or incorrect item — what should I do?
If your order arrives damaged or incorrect, please contact us immediately at support@skye-la.com. We will provide a prepaid return label (if applicable) and arrange a replacement or refund.
How do I return an item?
Step 1 – Contact Us:
Email support@skye-la.com with your order number and reason for return.
Step 2 – Receive Instructions:
We will review your request and provide return instructions within 24 hours.
Step 3 – Pack & Ship:
Securely pack the item (including all original accessories and packaging) and ship it according to the provided instructions.
Return instructions will include the specific return address for our US processing center.
Who pays for return shipping?
Defective or Incorrect Items:
Return shipping is covered by Skye LA.
Change of Mind / Customer Remorse:
The customer is responsible for return shipping costs. Shipping fees are non-refundable.
How long is the return period?
You have 14 days from the date of delivery to request a return.
What condition must items be in?
Return Window:
You have 14 days from the day you receive your order to initiate a return.
Condition:
Items must be returned in original condition.
Products may be tried on as you would in a retail store, but they must not be worn beyond fitting purposes. Items must not show signs of washing, damage, stains, makeup marks, perfume, deodorant marks, pet hair, or strong odors.
All original tags and packaging must be included.
We reserve the right to refuse returns that do not meet the these conditions.
Eligible Returns:
We accept returns for both defective and non-defective items within the return window.
Easy Returns:
Returning items to us is simple, and our customer support team will assist you throughout the process.
Territorial Scope:
This return and refund policy applies to purchases made in the United States.
Valid reasons for return
- Size issue
- Fit issue
- Incorrect item received
- Damaged item
Do you charge a restocking fee?
No, Skye LA does not charge any restocking fees.
When will I receive my refund?
Inspection:
Please allow up to 2 business days for us to inspect your returned item.
Refund Processing:
Once approved, your refund will be issued to your original payment method.
Bank Processing Time:
Please allow 7 business days for your bank or credit card provider to complete the refund.
What if my refund is delayed?
If you have not received your refund within 10 business days after approval, please contact us at support@skye-la.com.
Business & Contact Information
Skye LA
Registered Address:
71–75 Shelton Street
Covent Garden
London WC2H 9JQ
United Kingdom
Email: support@skye-la.com
Customer Service Hours:
Monday – Friday: 9:00 AM – 5:00 PM (GMT)
Note: Our dedicated support team also operates during North American business hours (MST) to ensure a prompt response for our US customers. We typically respond to all inquiries within 24 hours.