Frequently asked questions

How does buying a skin work?

Pick your skin, add it to your cart, and complete checkout in EUR. The skin is transferred to your account on delivery. Most deliveries complete within minutes.

Are payments secure?

Yes. Payments are processed by Stripe (PCI-compliant). We never store card numbers or CVV on Skins Empire servers.

What happens if a skin is unavailable?

If we cannot fulfil an accepted order, you are eligible for a refund under our Refund Policy. Contact info@skins-empire.com with your order number.

What does the trade lock and "Tradable" label mean?

CS2 and Dota 2 items get an automatic 7-day trade lock from Steam after each trade. Locked items can still be bought on Skins Empire — once the lock expires, the item can be transferred to your Steam account. A Trade Lock does not entitle you to a refund.

How old do I have to be to use Skins Empire?

You must be at least 18 years old to create a Skins Empire account and buy skins.

What should I do if my payment was declined?

Double-check your card details, available balance, and that 3-D Secure is enabled. If it still fails, try another card or contact your bank — most declines come from issuer-side fraud rules.

Where can I find my purchased items?

After successful payment, track your order on the Orders page. Tradable items are delivered to your Steam account via your Trade URL.

I accidentally bought the wrong item — can I get a refund?

Digital items are generally non-refundable once the order is accepted, especially after delivery to Steam. See our Refund Policy for exceptions (e.g. our error, duplicate charge, or inability to fulfil).

How do I contact support?

Email info@skins-empire.com and include your order number and account email.

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