FAQ

 

In case you do not find an answer to your query in the FAQs, please contact customerservice-uk@skullcandy.com. If you are a European customer outside the UK, please visit our site at www.skullcandy.eu.

 

 

Top 4 Most Frequently Asked Questions
PAYMENT INFORMATION
GAMING
AIR RAID
POLICY INFORMATION
ACCOUNT INFORMATION
ORDER INFORMATION
PRODUCT INFORMATION
PRE-ORDER AND BACKORDER INFORMATION
OTHER INFORMATION
PAYMENT INFORMATION

What payment methods does Skullcandy accept?
We accept Visa, MasterCard and PayPal.

When will payment be deducted?
For orders placed by PayPal, the payment is deducted at time of order placement. For orders placed by credit card, your credit card is authorized at the time of order placement, and payment is deducted upon order shipment.

My card has been charged but I haven't received a confirmation email?

  • Did you checkout as a guest? If so, this may be why.
  • If you created an account at checkout, please log in to view your order history.
  • Check your junk folder.
  • Your email was misspelled or entered incorrectly.
  • Did you checkout as a guest? If so, this may be why.

 

GAMING

What consoles are compatible with my PLYR1 headset?
The PLYR1 headset is fully compatible (game audio and voice chat capabilities) with the following gaming platforms: Playstation 4, Playstation 3, Xbox 360, PC (Optical out required) and Macintosh computers. The PLYR1 is compatible with the Xbox One and Playstaytion 4 for in game audio only. For setup details, please select the link for your system below.

PLYR 1 Xbox 360 Setup | PLYR 1 PS4 Setup | PLYR 1 PC Setup | PLYR 1 PS4 Firmware Update

What consoles are compatible with my PLYR2 headset?
The PLYR2 headset is fully compatible (game audio and voice chat capabilities) with the following gaming platforms: Playstation 3, Xbox 360, PC and Macintosh computers. The PLYR2 is compatible with the Playstation 4 for in game audio only.

PLYR 2 Xbox 360 Setup | PLYR 2 Mac Setup | PLYR 2 PS3 | PLYR 2 PC Setup | PLYR 2 PS4 Firmware Update

Which consoles are compatible with my SLYR headset?
The SLYR headset is fully compatible (game audio and voice chat capabilities) with the following gaming platforms:  Playstation 4, Playstation 3, Xbox 360, PC and Macintosh computers. For setup details, please select the link for your system below.

SLYR PS3 Setup | SLYR Xbox 360 Setup

 

POLICY INFORMATION

What is the status of my warranty claim?
If you have a tracking number, you’ll be able to track when your product is delivered to our warehouse. After it arrives at the warehouse, the processing time can be up to 6 weeks. If the product has been delivered for more than 6 weeks and you have not received an email about your warranty credit, please contact us on customerservice-uk@skullcandy.com. If the 4-6 weeks has not passed, please allow the full processing time before contacting customer service.

What is your return/exchange policy?
You may exchange or return merchandise purchased on uk.skullcandy.com for a full refund if the product is unopened, less original shipping charges. The refund can only be applied to the original form of payment, within 30 days of the purchase date. You are responsible for the shipping charges incurred both on your original order as well as the charges to get the product back to us. If your item has been opened or used, restrictions may apply. For more information, you can visit the Shipping & Returns page.

Please contact us via customerservice-uk@skullcandy.com to obtain a Return Authorization number and return instructions.

If you purchased your Skullcandy product through a certified retailer, please follow their return policy for refunds.

 

ACCOUNT INFORMATION

Do I have to create an account to place an order?

Signing up for an account is not required, but it is helpful. Creating an account allows you to view your order history and tracking information.

I am unable to log in to my Skullcandy account.

  • Forgot your password? Please click on "Forgot Your Password?" Beneath the log in box to receive a temporary password via email.
  • Are you on the correct site for your country?
  • Are you entering the correct email address? Double-check that it is free of typos.
  • Did you place an order as a Guest? If so, you will not have an account to log in to.
  • Still having trouble? Please contact us on customerservice-uk@skullcandy.com

ORDER INFORMATION

Can I cancel my order?
As we strive to get orders shipped as quickly as possible, there is only a short period of time to make a change. Once an order is “In Process”, changes cannot be made.

Can I modify the address on my order after it has been placed?
In certain cases, we are able to change an incorrect or incomplete address. As we strive to get orders shipped as quickly as possible, there is only a short period of time to make a change. Please send us an email (including your order number) to customerservice-uk@skullcandy.com.

When will my order ship?
All orders placed before 3pm will ship the same day during working days.

Does Skullcandy ship to PO Boxes?
Shipping to PO Box addresses is not possible; please provide a physical address on all orders.

How can I track my order?
After your order has left our warehouse, you will receive an email with your tracking number. For more information, simply log into your uk.skullcandy.com account and click the Order tab. If you placed your order using a Guest account, your tracking will only be available via email.

PRODUCT INFORMATION

Where can I find Skullcandy care and safety tips?
See the complete list of how to properly care for your Skullcandy audio gear.

Where can I find replacement parts for my Skullcandy headphones?
Skullcandy offers the following replacement parts:
Cables. Replacement cables are available for all our headphones featuring detachable cables and can be purchased on our website.
Ear Gels. Replacement ear gels are available for all our In-Ear headphones*. In case you are in need of new ear gels, please send your address details, phone number and information on your headphone model to customerservice-uk@skullcandy.com

PRE-ORDER AND BACKORDER INFORMATION

Select products may be available for pre-order or backorder. Do you want to be first to receive our newest products?  Pre-order or backorder an item and we’ll ship it as soon as it arrives at the warehouse.

When will my order ship?

Pre-order or backorder items will ship as soon as they become in-stock. Where you see a product listed for Pre-order or backorder, we also state an expected in-stock date. Shipping dates will vary per product. Upon shipment you will receive a shipping confirmation email including shipment tracking information.

Orders containing both pre-ordered or backordered and in-stock merchandise will be shipped separately in an effort to deliver your product as quickly as possible. You will not be charged for multiple shipments. Multiple shipping confirmation emails will be sent for purchases with in-stock and pre-ordered or backordered items. 

When will I be charged?

Your credit card may be charged one or two business days before your product ships. Please note that you will see an authorization charge (for the amount of your order total) on your credit card statement from the time of purchase until your order ships. If your order contains both pre-ordered and in-stock merchandise, you will see multiple settlements – each charge to represent the cost of the shipped merchandise.

If you placed your order through Paypal, you will be charged immediately upon purchase. 

Can I cancel my pre-order?
Yes, you can cancel your pre-order or backorder by contacting our customer service team. Please have your order number ready for fastest service.

OTHER INFORMATION

How do I get Skullcandy stickers?
You can get your fix for Skullcandy stickers on our website. Just type "sticker" in the search field and our sticker pack will pop up. And good news: that’s even cheaper than sending us a letter with a stamped return envelope – yay! .