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Frequently Asked Questions

When can I ask for a refund?

Refunds are only possible if there was a technical issue during your ordering process. Once an order has been placed, processed, and received by the customer, it cannot be returned. For more information, please consult our Return Policy and Terms & Conditions.

Why do I have to verify myself?

We ask our customers to verify themselves to help prevent fraud and theft. Depending on the order limit you've reached, the region from which you're ordering, or the payment method you're using, the KYC (Know Your Customer) process might be triggered.

Your personal details are treated with the utmost confidentiality and are exclusively used for the verification process. Certification: (ISO/IEC 27001:2013).

What does Skine do with my documents?

We highly value our customers' privacy. Hence, we collaborate with a professional entity specialized in completing KYCs, namely Shufti Pro Ltd. The company holds the certification (ISO/IEC 27001:2013) for the international standard of information security. Your personal details are treated with the utmost confidentiality and are exclusively used for the verification process. Your data will not be sold or stored for commercial purposes. We only retain the data for the necessary retention period, after which it is deleted.

I do not wish to verify myself. How can I proceed?

Firstly, we want to assure you that the verification process is safe and certified (ISO/IEC 27001:2013). Your personal details are treated with the utmost confidentiality and are only used for the verification. You won't receive any spam, and your data is stored with us for a limited time only.

If you still do not wish to verify, you can always contact our support team. However, depending on which payment method was used, it is not always possible to get a refund. We apologize for the inconvenience.

Can I get a refund if I bought a gift card for the wrong region?

No, and we understand this can be frustrating. However, once a code has been sent out, we never resell it. This ensures that everyone receives an unused code.

Haven't received your order?

First, check your spam folder. If you haven't received anything, check for any other messages from us regarding the status of your order. Was there an issue with the payment? Confirm this with your selected payment method and ensure the payment was successful.

It may also be necessary to complete additional verification (KYC - Know Your Customer) before we can dispatch your order. This is usually resolved within minutes. Start the verification through the email we sent you. Please note that it can take a few minutes before you receive the email. Once you've completed the verification, you will receive your order.

If you've paid with PayPal, for security reasons, we always send the code to the email address associated with the PayPal account. Ensure you have access to this email address before finalizing your order.