Frequently Asked Questions

Our Store

Address - What are the address of your store?

Skazka has store in Russia:
51 Arbat street
Moscow 119415

How Can I Contact your Store?

Skazka Store Enquiries
Phone: +7 916 491 0673
Fax: +7 499 241 2118
Email: help@skazkamart.com

What Are The Opening Hours Of Your Store?

Monday to Thursday: 9:00am - 10:00pm
Friday & Saturday: 9:00am - 11:00pm
Sunday: 9:00am - 10:00pm

How Do I Get To Skazka?

Skazka is easy to reach via metro or taxi. We also provide a secure valet parking service close to the store.

Metro

The nearest metro station to Skazka is Smolenskaya on the Arbatsko-Pokrovskaya line. Please check the website for the latest travel information and maps.

Car park - Can I park at Skazka?

There is parking available close to our store.

The car park is at the rear of the store. To find us using a GPS device or an online mapping program, use the following address: 51 Arbat street, Moscow, 119415

Open Monday to Sunday 9am–10pm.
Tariff:
$0.00 up to 2 hours

Cash machines - Are any available in store?

There are plenty of cash machines close to our store available 24/7.

Cloakroom - Is there anywhere I can leave my coat and shopping when in the store?

You can leave shopping bags and coats at the 24/7 customer services . This is free of charge. We are not able to store any luggage (such as suitcases, backpacks and holdalls). All items stored must be collected on the same day. If not collected they are given to Security as lost property which may then be disposed of.

All items are stored at owner's risk. We reserve the right to search any items stored with us.

Deliveries - What are my delivery options when shopping in store?

As well as offering online shopping, we can also deliver any purchases you make in store. We offer a range of delivery options to suit you.

Deliveries to the European countries  generally take five to ten working days and international delivery can also be arranged. Please ask in store for details or call our Customer Service Centre on +7 916 491 0673 or visit our Delivery page

Lost property - I think I may have left an item in store. What do I do next?

If an item has been found or handed in it will be passed to Lost Property at Customer Service of our store for secure storage for a short period of time. Call the Information Desk at +7 916 491 0673 and ask for Lost Property. You will need to provide the time and date and give a detailed description of the item.

Personal Shopping - How do I book a Personal Shopping appointment?

There is no charge for this service. Our personal shopping team provides exceptional service that’s tailored for you. Our trusted consultants will help fulfil any shopping desire while offering expert advice on trends, products and services.

The unique environment is designed to offer our customers a feeling of a home-away-from-home in the heart of Moscow.

To book an appointment or for more information, please call personal shopping on +7 916 491 0673.

Product enquiry - Do you sell the product I am looking for? 

To find a particular product, you can use our search box, browse by brand or department, or give us a call on +7 916 491 0673.

Refund policy - What is Skazka's refund policy?

We want you to be able to buy with confidence. That is why we are happy to offer a full refund or exchange if you are not happy with your purchase, provided that you return it in saleable condition within 365 days along with proof of purchase.

Please note: if you are returning an online purchase to us via the post we can only offer you a refund and not an exchange. Your purchase can however be exchanged in our store. See our Returns page for more information or give us a call on +7 916 491 0673.

Returns - I would like to return an item I bought in store by post. What do I do?

Wherever possible we would encourage you to return the item in person but we appreciate that this is not always possible. Please send it back to us with a covering letter including a daytime contact telephone number in case we have a query. As we cannot accept responsibility for items lost in transit, please make sure you use a recorded delivery method. Please allow up to ten days for us to respond. Provided that the items returned fall within our policy (see our Returns page) we will refund to your original tender. If you paid cash, find the way to visit our store to collect your refund.

Items should be returned to store:
Skazka
51 Arbat street
Moscow
119415
Russia

Sale - when is your next Sale?

Skazka currently runs two sales per year, one in winter and one in summer. The exact dates are available nearer the time, so sign up to our mailing list {ссылка на страницу подписки на рассылку} to be the first to know.

VAT refund - How do I claim VAT back on my purchases?

This service is not yet available in Russia.

Does Skazka store offer Click & Collect?

Skazka store offer Click & Collect service. For details, please, visit Click & Collect page 

Online Shopping

How do I make a purchase?

Shopping at SkazkaMart.Com is easy: browse by brand or department, add items to your shopping bag and follow the prompts at checkout. For more information, see our How to Shop online section.

I've Seen Something In-Store But It's Not Online. How Can I Find It?

Our range of products at SkazkaMart.Com is a select range of the merchandise available in our store. If you have seen something in-store but can't find it at SkazkaMart.Com, simply call our Customer Services Team on +7 916 491 0673.

I've Seen Something On SkazkaMart.Com But It's No Longer Available. How Can I Find It?

Try using our quick search function at the top of each page to locate your product. If the product is no longer available on SkazkaMart.Com it may be that product is no longer in stock. For more information, please call our Customer Services Team on +7 916 491 0673.

I've Seen Something On SkazkaMart.Com But It's No Longer Available. How Can I Order It?

If an item is out of stock, you can sign up to be notified when the item is available for purchase. 

Click CALL FOR AVAILABILITY button and in new opened window choose e-mail us or call us option and tell us about item you looking for.

We'll send an e-mail when the item becomes available. 

Signing up to be notified does not reserve a copy of this item for you. When you receive the e-mail informing you that the item is available, you'll need to return to SkazkaMart.com to place your order. 

We try our best to stock enough items to satisfy customer demand, but sometimes we can only get a limited number of items in stock. With limited stock, our customers quickly purchase our entire supply. When this happens, you will see an out of stock message on the item. 

Which payment methods does SkazkaMart.Com accept?

SkazkaMart.Com accepts all major credit and debit cards (including prepaid cards) from Visa, Mastercard, American Express, UnionPay, Diners Club, Delta, Solo, Мир and Maestro. PayPal is also accepted and valid for all currencies. 

Does SkazkaMart.Com ship to multiple addresses?

For international orders, we can only ship to a single address per order. For multiple addresses, you can create multiple orders.

Can I claim VAT refund on my purchase made online?

VAT refund is not yet available in Russia. However Russian government planning to start with it in 2018.

Online shopping – Can I change my address on my order once I have placed it?

Once an order is confirmed, we regret that you cannot change the delivery address, please cancel the order and replace using the correct address.

What packaging will my order be shipped in?

Most orders are shipped in a cardboard box with Skazkas' signature on the inside (smaller items may be shipped in jiffy bags).

You can also choose to add our gift packaging.

I have forgotten my password. What should I do?

Go to Sign In and click on 'Forgotten your password'. We will email you a new temporary password.

When will my order be delivered and can I track my order?

Delivery times will depend on the options you select at checkout; see our Delivery page for more information. You will be able to track your orders when you sign in to your account.

How do I return items to you?

Returning a SkazkaMart.Com order is easy.  If for any reason you're not happy with your purchase, we offer a full refund within 365 days of delivery or collection – provided the items are new and unused, with all the labels and tags intact and in the original packaging.

Please note, in some instances, we are unable to offer refunds or exchanges. This includes personalised and perishable products, as well as products which have had their protective seals or strips removed or damaged. This does not affect your statutory rights. For more information please see our Returns Policy.

You can refund online orders at our store or alternatively, by post. 

How long does it take to get a refund?

Once we have received your item, you will be refunded to your original payment method. If this is to a debit/credit card it will appear in your account within five days, depending on your card issuer.

We will refund to a gift card for in store refunds of online purchases made through Paypal. 

Please see our Returns Policy for more information.

Do I need to open an account to place an order online?

No, you can use the guest checkout to complete your order. Having an account not only speeds up the order process, but you will also be able to see your order history; save your personal and payment details as well as edit your favourites items.

Online shopping – How do I unsubscribe?

You can unsubscribe by contacting our 24/7 customer services team here or by calling on +7 916 491 0673.

Product enquiry - Do you sell the product I am looking for?

To find a particular product, you can use our search box, browse by brand or department, or give us a call on +7 916 491 0673.

Refund policy - What is Skazka's refund policy?

We want you to be able to buy with confidence. That is why we are happy to offer a full refund or exchange if you are not happy with your purchase, provided that you return it in saleable condition within 365 days along with proof of purchase.

Please note: if you are returning an online purchase to us via the post we can only offer you a refund and not an exchange. Your purchase can however be exchanged in our store. See our Returns page  for more information or give us a call on +7 916 491 0673.

Will You Pass My Information On To Other Companies?

Your privacy is of the utmost importance to us. Your personal details will only be used by SkazkaMart.Com and our carefully selected third party partners to ensure we deliver an excellent service to you, to process and deliver your order and maintain your account with us. We do not sell or pass your details on for any other purpose.

How Do You Notify Me Of Any Changes To Your Security And Privacy Policy?

Any changes we make to our security and privacy policy in the future will be updated in our terms and conditions.

Can I Return Sale Goods?

Sale items may not be returned.

My Order Is Incomplete Or Items Are Damaged, What Should I Do?

In the unlikely event of this being the case, please return the goods to us.

Alternatively, email us at help@skazkamart.com. When sending an email, please send in an image of the damaged item along with your order number. We endeavor to reply back to all customers within 24 hours.

Do You Offer An Exchange Service?

We do not offer an exchange service for any returned items. All returned items will be refunded once a mandatory returns investigation has been completed.

How Do I Know Your Website Is Secure?

Ensuring SkazkaMart.Com is as secure as possible is of the utmost importance to us. Our site uses software to provide high level SSL encryption technology. There are two simple ways to check if a page on our website is secure; firstly a small padlock sign will appear in the bottom bar of your browser and the 'http' will be replaced with 'https' at the front of SkazkaMart.Com in the browser address window.

Although we use advanced security measures to protect your information against loss, misuse and alteration, as is the case with all computer networks linked to the internet, we cannot guarantee over the security of the information you provide over the internet and as such we cannot be held responsible for it.

Please note that email correspondence is free-format text and cannot be encrypted; therefore it is not a secure means of communication. We will never contact you by email to ask you to send or confirm any of your personal details If we need any information of this nature we will only contact you by telephone.

Never send any sensitive information, such as passwords or credit card information, via email. Where we have given you (or where you have chosen) a password which enables you to access certain parts of our website, you are responsible for keeping this password confidential. We ask you not to share a password with anyone. To ensure shopping at SkazkaMart.Com is as safe as possible, we operate 3D Secure - a credit and debit card authentication process operated in partnership with your card issuer. Think of 3D Secure as 'chip and pin' for online shopping. Here's what you can expect:

  • To complete your order, you will be briefly redirected to a secure screen hosted by your card issuer.
  • If you have previously paid using 3D Secure, enter your 3D Secure password to complete your order.
  • If this is the first time you have used 3D Secure you will be asked to complete a quick, simple registration process to complete your order.
  • Once your identity has been confirmed, your order will be approved and you will automatically return to SkazkaMart.Com.

How Do You Notify Me Of Any Changes To Your Security And Privacy Policy?

Any changes we make to our security and privacy policy in the future will be updated in our Terms and Conditions. 

Click & Collect

Does Skazka store offer Click & Collect?

Skazka store offer Click & Collect service. For details, please, visit Click & Collect page 

Which items can I order for Click & Collect?

All of our products are available to order Click & Collect.

When will my order be ready to collect?

Order before 10pm and you will be able to collect your order from 12pm the next day or simply select a collection date that suits you up to 7 days after you've placed your order.

You will receive a Ready to Collect email when your order is ready.

You can collect your Click & Collect order during store opening hours.

Please note, in some cases your order may need to be transferred from a different location, in which case collection in three working days will be offered.

Where should I go to collect my order?

There is a dedicated Click & Collect area in our store, details of which can be found here 

How long are orders kept for collection?

There is a dedicated Click & Collect area in our store, details of which can be found here

Click & Collect orders will be kept for 7 days from the collection date you've selected. After 7 days your order will be cancelled and you will be automatically refunded the full order value. Please allow 5 working days for this refund to show in your account.

What do I need to bring with me when I collect my order?

When collecting your Click & Collect order or collecting on behalf of someone else you will need to bring:

  • A copy of your 'Ready to Collect' email. Don't worry if you don't have a printer, you can show us on your phone or tablet.
  • A valid passport, photo driving licence or the payment card used to purchase the order. Please note that for PayPal orders you will need to bring a passport or photo driving licence.

You will be required to sign for your order on collection.

Is there a charge for store collection?

No, Click & Collect is a complimentary delivery service.

What happens if I don't want to keep my order?

You will be able to return any Click & Collect order for a full refund within 365 days of collecting it. To do this, you need to come into our store.

What happens if I cannot get into store to pick up my order on the day I selected?

You have up to 7 days to collect your order from the collection date you've selected. After 7 days your order will be cancelled and you will be automatically refunded the full order value.

Can I collect an order on behalf of someone else?

Yes, you can. To collect an order on someone else's behalf, please make sure you bring:

  • A copy of the 'ready for collection' email. Don't worry if you don't have a printer, you can show us on your phone or tablet.
  • Your own passport or photo driving licence.

Unfortunately, if your order was paid for using PayPal then this is not possible and you must collect your order yourself.

Can I cancel my order?

Yes, you can cancel at any point before it's dispatched from our warehouse. Simply speak to our Customer Service Centre, please contact them on +7 916 491 0673.

International 

How can I see if products are eligible for international delivery?

All our products are available for international delivery. And it is free of charge.

How can I see if my country is available for international delivery?

For a full list of countries please check EMS website.

What currencies can I pay in?

You can currently pay in British Pounds, US Dollars, Hong Kong Dollars, Chinese Yuan, Australian Dollars, Euros, Canadian Dollars and Singapore Dollars.

To select your currency, use the flag in the header or footer to change your location. You can still deliver to any country at checkout. 

What payment methods can I use?

Most of our payment methods are available for all currencies (Visa, Mastercard, American Express, Delta, Solo, Visa Electron, Maestro, UnionPay credit and debit cards and PayPal).

What do I do if I want to return my goods?

Not completely satisfied? No problem. Within certain timelines and product restrictions, we will accept returns. For more information please see our Returns policy.

How much will delivery cost?

Our standard delivery is free of charge. If you choose alternative courier at checkout, we will add additional cost to your final amount.

For more information on our International delivery service, visit our delivery page.

How long will my delivery take? What happens if my delivery is late?

Information about delivery times and how to track your order is available on our Delivery page. International delivery times are approximate, as there may be some situations which cause delays to your delivery which are out of our control.

Can I track my order?

Information about delivery times and how to track your order is available on our Delivery page

What happens if my order gets stuck in customs?

SkazkaMart and our delivery partner aim to handle all customs documentation and formalities, including payment of any applicable tax and duties on your behalf. Sometimes this process can take longer and orders may be held by local customs. In that event, we will try wherever possible to resolve this issue, however, local customs may contact you as the designated importer. In that event - and if you require additional assistance call our 24/7 customer services team on +7 916 491 0673.

If I return goods, will I get refunded the local tax and duties I paid at checkout?

Unfortunately we are not able to refund local tax and duties paid at checkout on deliveries as these are charged by local governments and paid by SkazkaMart on your behalf. 

Contact us

Customer Service Centre - How do I contact them?

Contact us here or alternatively you can contact us on help@skazkamart.com or call on +7 916 491 0673.

What do I do if I wish to raise a complaint?

Whilst we always strive to provide the best possible goods and services to our customers, should you feel unsatisfied at any point, then please contact our 24/7 customer services team in the first instance on: 
help@skazkamart.com or 
call on +7 916 491 0673.

However, please be aware that should you wish to go down the route of alternative dispute resolution, you can access the relevant form through the following link: https://webgate.ec.europa.eu/odr/

Insurance quote - An item I purchased from Skazkamart has been stolen/damaged and I need to claim from my insurance. How can you help?

Email help@skazkamart.com or write to Customer Relations at the address below. Please include details of the item in question, including a full description and what you paid for it, along with your address. We will send you a written insurance quotation to use in your claim; please allow up to 10 days.
24/7 customer services
Skazka Ltd
51 Arbat Street
Moscow 119415
Russia.

Other

Buying department - I would like to supply goods to Skazka. How do I contact the Buying department?

If you represent a business and you would like to supply goods to Skazka please contact:

Head Office
Skazka
51 Arbat street
119002
Moscow
Russia

Telephone: +7 915 186 0360

E-mail: aleksandr.tsukanov@gmail.com

To help our Buying department review your proposal, please include the following information so that we can understand more about your company:

  • Images of your product
  • Who currently stocks your range?
  • Are you offering exclusivity to Skazka?
  • Price range
  • Where do you feel your brand sits within the market?

*Due to the volume of emails we receive, we will only be able to respond if we are interested in pursuing your proposal further.

Careers - how do I apply for a job at Skazka?

We have a dedicated careers webpage where you'll find all of our current vacancies, plus information on the range of roles we have in our store.


You can pay cash or card





The prices in the retail Skazka shop may differ from the prices indicated on this site.
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