Please first check that you have received the achievement "Welcome to the Family" in Steam or GOG Galaxy.

If you have not received the achievement, but the game says your email address has been verified, please follow these steps:
  1. Open your options.xml file in a text editor, by default this is located in \Document\Stronghold Warlords\Profiles\options.xml
  2. Find the section that says "send_state" on line 8.
  3. If the file says "send_state=3" please change it to "send_state=2"
  4. Save the file
  5. Launch the game
  6. This should now award you the "Welcome to the Family" achievement and unlock your skins.