Frequently asked questions
do you have a question? Take a look at our FAQ page, you may find what you are looking for. If your question is not among them you can write to us through our customer service portal.
Before I make my purchase
My order has been placed
I have received my order
Before I make my purchase
To place an order
- Log in as a customer from here o register.
- Browse our catalog and add the products you want to your shopping cart
- Confirm your order. Enter your billing and shipping information and select your payment method.
- Receive your order and enjoy!
Our standard delivery time is 24 hours once the order has left our facilities. In periods of promotions, such as sales or special campaigns of Black Friday, Christmas and Newskill Days it is possible that shipments suffer some delay due to the high volume of traffic in transport companies, not being able to ensure delivery in the period previously announced.
On our website, any purchase that exceeds 30€ is free of shipping costs. If any purchase of an amount less than this amount is made, the shipping costs will be 5.95€
In case of requesting a replacement, the customer must not pay any extra cost. The transport in charge of the collection, will pass by your home in the following 24/72 working hours after the replacement has been approved.
Shipping to the Canary Islands or Ceuta and Melilla is not yet available from our website, but our usual suppliers, PcComponentes and Amazon do ship there. Also, in the case of the Canary Islands, we have stores that sell directly in that territory.
Once the payment of the order is confirmed, it is prepared during the day, if the products are in stock, and sent to the courier center in charge of the delivery. The standard delivery time is 24 working hours.
In periods of promotions, such as sales or special campaigns of Black Friday, Christmas and Newskill Days, it is possible that shipments suffer some delay due to the high volume of traffic in transport companies, not being able to ensure delivery in the period previously announced.
From Newskill we work so that you receive your order in the shortest possible time and in the best conditions.
Orders with pre-purchased products
If you have purchased a product in pre-purchase, it will be shipped as soon as the stock arrives at our warehouse. If you have placed an order composed of one or more pre-purchase products and other items that are in stock, the order will not be shipped until it is complete, that is, until all the items in the order are available in our warehouse.
Methods of payment
To buy from our website you have several options available. You can pay by credit card or through PayPal. In addition, the Amazon Pay option is also available, through which you can make purchases on our website, linking your Amazon account.
In addition, you can finance your order with Aplazame, in easy installments that you can configure as you wish when you go to finalize your purchase
Enter through this link to go directly to the register.
At Newskill we have our own VIP club. To be part of it you only have to buy one of our products and inside you will find a card with a code
Enter here to register and select the product you have purchased to link you with one of our heroes.
These are just a sample of the advantages you will have if you register as a Skiller VIP:
- Access exclusive offers just for skillers
- Come and see us at our booth at Newskill in the events and get a gift for your loyalty
- Participation in sweepstakes only for Skillers and VIPS.
My order has already been placed
I want to modify my order
Occasionally errors may occur when making the purchase, prefer the product in another color or change to a different type of switch. As long as the product has not been shipped and is being prepared, we will be able to modify it, but only modifications that do not include changes in the price.
To make changes to the order you must contact our customer service, through our customer service form.
Our customer service is available Monday through Friday, from 08:00 to 16:00, and we respond to inquiries on a first-come, first-served basis. In order to better locate your order modification request, it is necessary that you specify in the subject of the message that it is a modification and your order code, for example "Modification of order XXXXXX" so that we can see it and modify it before it leaves our facilities, if possible. If it is a weekend or holiday, we cannot be sure that your request can be fulfilled.
If, due to the volume of inquiries or because you have contacted us during the weekend, we cannot attend your request and you wish to exchange the product once it has been sent, you will have to request a return through your customer area on our website. We will proceed to pick up your order, or you can send it yourself, and we will refund the amount. You can see this process in more detail here, in its corresponding section
Locate my order
Once you have placed your order and the product leaves our warehouse, you will receive a url address, a link to our logistics operator by email. Please check the spam folder of your email. From this link you can check the status of your shipment at any time to know where it is. If you have any questions or problems, you can contact our customer service from the contact form.
Cancel an order
If you do not finalize the purchase, accepting the payment through any of the methods available on our website, the order will not be confirmed and will not be sent, so if you have simply added an item to your cart, you can remove it from it without any problem
To cancel an order when you have already made the payment you must follow the same methodology as if you want to modify it. You must contact our customer service, through our form
Remember that our customer service is available from Monday to Friday, from 08:00 to 16:00, and we respond to inquiries in order of receipt. In order to better locate your request for order modification, it is necessary that you specify in the subject of the message that it is a modification and your order code, for example "Cancellation of order XXXXXX" so we can see it and cancel it before it leaves our facilities, and proceed to the refund of the amount. In case it is a weekend or holiday, we cannot ensure that your request can be fulfilled.
If, due to the volume of inquiries or because you have contacted us during the weekend, we cannot attend your request and you wish to return the product once it has been shipped, you must request a refund through your customer area on our website. We will proceed to pick up your order, or you can send it yourself, and we will refund the amount. You can see this process in more detail here, in its corresponding section
When will I receive my order?
Our shipments are managed through our logistic operator and they are the ones who select the transport for each area according to the customer's valuation
The transport companies make their deliveries both in the morning and in the afternoon, if you are going to be at home only in the morning or only in the afternoon, please inform us through the form on our website, so that we can take it into account
If the transport company passes by the address indicated for delivery and can not reach you, they will call the phone number that is in your customer profile on our website. Don't worry if they can't reach you, the transport company will try a second delivery and, in case it is not possible either, they will try to arrange a time or address for it. Remember that you can always contact us through the form
If you purchase a product that is out of stock together with another product that is available, the order will not be shipped until both products are available and in stock. It is not possible to split an order, this is important to keep in mind when making purchases of products in pre-sale together with others already in stock.
Transport agencies must deliver all the packages of an order at the same time. Please check that everything is correct when you receive your order
In times of high volume shipments, such as Christmas, sales and other special promotions, this may not be met due to the high volume of orders and deliveries. All shipments are properly registered and products are tracked at all times, so if a package is missing in the delivery of your order, you should receive it in the following days, without fail.
I have received my order
I want to make a return
Occasionally, you may wish to return the product you have purchased, for this you have a period of 14 calendar days after receiving it (Article 102 of the Consumer Law).
All merchandise must be returned in its original packaging and conditions, in perfect condition and protected, avoiding stickers, seals or adhesive tapes directly on the surface or packaging of the article. Otherwise, Newskill reserves the right to refuse the return.
To request a refund for the return of the purchase you must access your customer profile, located in the upper right area of our website. Once there, you must go to the RMA/Returns section and request the return of the product. This will send a notice and, it is possible that our customer service department will contact you, if they consider it is necessary to start the process. Once the process is confirmed, you will receive an email with the instructions to follow
You will be responsible for the transport costs incurred for the return, as it is a return for withdrawal. You are free to choose the agency that best suits your needs or offers the most competitive rates. We also offer you the option of collecting the product through our logistics operator, in case you prefer that we manage it ourselves. If you choose this option, the collection costs will be 5'95€ which will be deducted directly from the amount to be refunded
You can calculate the shipping cost through the following links:
Once the goods have been received and checked, the refund will be processed. We will refund the payment received, except for shipping costs, if applicable.
Return of products with gift or promotion. It will be obligatory the complete return (complete pack or article + gift) to be able to proceed to the refund, except for exceptions, which will be indicated by our customer service in each case.
Once we review the product and everything is correct, we will proceed to make the refund through the same payment method used to make the purchase. If the refund is for a purchase more than one year old, we may need a valid account number to make the payment. If this is the case, don't worry, we will contact you via email to request it
I want to process the replacement
If any product of your order suffers from any incidents or flaws derived from the manufacturing process, you can request a replacement under warranty. It is a prerequisite to process the replacement of your product that you have purchased it on our website
To find out if your incident is eligible for replacement, please write us through the form, indicating your order ID, and telling us in detail the incident you are suffering. It is possible that, depending on the incident, we may need more information about it, but our customer service department will inform you about it, in case it is necessary. We will then be able to assess your case and offer you the best solution, such as offering you a replacement in case it will solve the problem, or a complete replacement of the product if necessary
Once we review your case, if the product replacement is needed, you can request it from your customer area on our website. Once there, you must go to the RMA/Returns section and request the replacement of the product. This will send a notice to our technical department, which will approve this procedure.
Once the process is confirmed, our transport will pick up the product in the following 24/72 working hours, at the address where the order was delivered or at the address of your choice. It is necessary that you have the product correctly packed in its original box and with all the accessories that were included. The product will arrive at our warehouse where we will check it and, in case it presents a problem, we will proceed to send a new unit of the same product model.
Warranty of my products
In general, the warranty period is 2 years from the time of purchase, for manufacturing defects, for products purchased before January 1, 2022. For purchases made after this date, the warranty is extended to 3 years, due to the new consumer regulations. To claim the implementation of the warranty of your product, it is essential to have made the purchase on our website and to indicate the order ID. To process warranties on our products purchased from another distributor, you must contact the distributor to know the conditions under which you must return the product, but the warranty terms must be the same, except for reconditioned products. The warranty does not cover defects caused by incorrect use of the product and/or handling of the product other than what is necessary to establish its nature, characteristics or operation. They are, therefore, excluded from the warranty:
- Defects and deterioration caused by external events, accidents, mainly electrical accidents, by wear and tear and by use not in accordance with the instructions of Newskill.
- Products modified or repaired by the customer or any other person not authorized by Newskill, as well as products that are the subject of a specific support contract.
There are several cases in which a user may exercise his right to return a product. The first is that it is defective, in which case the warranty policy of Newskill would apply. The second is that the specifications of the chosen product do not match its description due to a typographical error. In addition, Spanish law provides for a 14-day trial period in which the user may return a product if it does not meet his or her expectations
Spare parts shipment
In Newskill we have most of the spare parts for our products. If you have had an incident with a particular part of any of our products, you can contact us to find out if it is available. You can also purchase them even if you have bought the product in another store different from us or if the warranty period has expired
The package I received was damaged
Sometimes, much to our regret, packages may suffer some damage during transport, affecting the items inside. If you have received a damaged package or a package with signs of tampering and the products inside are affected, we will take care of it immediately.
Keep in mind that a cardboard box may be damaged, but the products inside may be perfect. The main function of packaging is just to protect the products, so you should open the box carefully and check if the content is perfect. If there is no physical damage, there is no reason to declare an incident.
If the order is damaged or broken, you can either refuse or accept delivery in the following situations:
- In case of accepting the delivery of a damaged package, we advise that, even if the damage is minimal and/or simply in the packaging, you indicate it to the delivery person, leaving a record in the POD or proof of delivery, which will be sent to the transport company, and that we as a company may request in case the product could also present some damage* derived from the transport, and you want a replacement
- In case you refuse delivery, the package is returned to our facilities, enclosing the transport company a proof of damage, and allowing us to send a replacement** as soon as possible
*You have 48 hours from the time you receive the order to check the goods and notify our Customer Service Department of any transport-related incident, in the event that you accept a damaged package and the product is also damaged.
**The replacements derived from transport damages will be carried out under the same conditions and with the same characteristics as any replacement due to non-fulfillment of the contract