Frequently Asked Questions
VALUE-ADDED TAX (VAT)
Q: Important update regarding Value-Added Tax (VAT)
A: In accordance with EU regulations, purchases made from the SKY JOY online store are subject to VAT based on the destination country.
Product prices displayed on our website include the applicable VAT rate for Germany, where our store is registered. For customers shipping to other EU countries, the VAT rate will be automatically adjusted at checkout according to the delivery address.
For orders shipped to Norway and Switzerland, prices shown at checkout do not include VAT. Any applicable taxes or duties will be collected by local customs upon delivery and are the responsibility of the customer.
Learn more about VAT regulations.
Q: Can business customers make tax-exempt purchases?
A: Yes. Business customers who are eligible for VAT exemption may apply through our B2B Purchase page by submitting complete company and tax information.
Once approved, you will receive a tax-exempt account via email, allowing you to place VAT-free orders. Please note that we are unable to refund VAT after a tax-included order has been completed. For refunds, please consult your local tax authority. We are happy to assist with documentation if needed.
ORDER ISSUES
Q: Can I modify my order after placing it?
A: Unfortunately, orders cannot be modified once submitted. You may cancel the order (if eligible) and place a new one.
Q: Why is my order shipped in multiple packages?
A: Orders may be split into multiple shipments due to product availability, warehouse location, or package size. Separate tracking numbers will be provided by email.
Q: Can I cancel my order?
A: Orders may be canceled within 2 hours after placement via your account. If the order has not yet shipped, please contact Customer Support for assistance.
Q: I received the wrong item. What should I do?
A: Please contact our Customer Support team within 14 days of delivery with your order number and a photo of the incorrect item. We will resolve the issue promptly.
Q: How can I get an invoice?
A: Invoices are automatically sent by email once your order is fulfilled. If you cannot locate it, please contact Customer Support.
CHECKOUT & PAYMENTS
Q: What payment methods are accepted?
A: We accept major credit cards, PayPal, and selected local payment methods. For details, please refer to Payment Help.
Q: Do I need an account to place an order?
A: Yes. Creating an account allows you to track orders, access order history, and enjoy faster checkout.
Q: Can I receive a refund if prices change after purchase?
A: We are unable to apply promotions retroactively. Prices are valid only during the promotion period.
SHIPPING & DELIVERY
Q: When will my order ship?
A: In-stock items typically ship within 1–3 business days. Pre-order items will ship based on the estimated dispatch date shown in your order confirmation.
Q: My tracking shows delivered, but I didn’t receive my package.
A: Please allow additional time, check with neighbors, or contact the carrier. If unresolved, contact Customer Support within 14 days.
Q: Which countries do you ship to?
A: SKY JOY currently ships to most EU countries, including Germany, France, Italy, Spain, the Netherlands, and more. Certain remote regions may be excluded.
RETURNS & REFUNDS
Q: What is your return policy?
A: Products may be returned within 14 days of delivery if unused and in original condition. Return shipping costs and applicable taxes are the responsibility of the customer. Please review our Return Policy for full details.