Need help?Write to us.
A person answers, not a bot. Here is how to reach us, and the answers to what we get asked most after people order.
How to write to us
For anything. If you are writing about an order, put the order number in the subject: that way there is a written record for both of us.
Chat
For quick questions. If we are not online, leave your message anyway: the reply will be waiting for you in the same chat.
To speed things up
If you tell us this in your first message, we save an email back and forth:
- The order number. It is in the confirmation email and on your order page.
- The email address you ordered with, or the one you use to log in to your account.
- If the deck arrived damaged or badly printed, a photo of it exactly as it reached you.
- If something is not working on the website or in the app, what you were doing and on which phone or computer.
Most common questions
Where is my order?
The deck leaves the workshop within 72 hours and, when it does, we email you the tracking. In Spain it arrives in 3-5 working days; to the rest of the European Union we do not give a delivery time yet.
Can't find the confirmation email? We'll email you a list of your orders. If you have an account, they are in there too.
It arrived damaged, badly printed, or never arrived
Write to us with your order number and, if it arrived, a photo of the deck as it is. We reprint it or give you your money back. You don't need to send it back to us.
Can I change or cancel an order?
Yes, as long as the deck has not gone to print. Printing starts shortly after payment, so think hours, not days: write to us as soon as you can with your order number. Changing the design means cancelling and ordering again.
Can I return it if I change my mind?
A deck printed with your design has no right of withdrawal for a change of mind. If it arrives damaged, badly printed or does not arrive, we reprint it or refund you.
Do you ship outside Spain?
Yes, to almost all of the European Union, from 15 € more per order depending on the country; in Spain shipping is free. We do not ship to Cyprus, Malta, the Canary Islands, Ceuta, Melilla or the overseas territories, nor outside the EU (United Kingdom, Switzerland, Norway…).
The payment didn't work
If the payment does not go through, you are not charged for the order and you can try again, with another card if needed. If the error keeps happening, open the chat from that same page: it tells us what went wrong and we look into it with you.
Where are my designs?
If you log in with your account, they are saved there and you have them on the website and in the app. Without an account, when you save we give you a link to keep editing: keep it safe, because it is what opens the design again.
How do I log in to my account?
No password: with Google or with a link we send you by email. If the email doesn't arrive within a few minutes, check your spam folder.
How do I delete my account?
In the mobile app, tap the circle with your initial at the top right and choose to delete your account. On the website, email us at skateboardpersonalizado@gmail.com from your account's email address and we will delete it for you.
This deletes your account, your designs and their photos, anything you published in the gallery, your votes and your store credit. Your orders are kept, without the account, because the law requires us to keep invoices.
Got a different question?
Sizes, materials, delivery times, how to put a photo on the deck: it is all in the frequently asked questions.