FREQUENTLY ASKED QUESTIONS
Although we are here to answer all your questions and make ordering with us as easy as possible, below are some of our frequently asked questions. For any further questions please feel free to email us on sales@yolke.co.uk.
Further questions? Email us sales@yolke.co.uk or call us on +44(0)208 984 2098
• Can I add a gift message to my order?
Yes, if you forgot to type the message at checkout and your order has not been dispatched yet, you can email sales@yolke.co.uk with your order number along with the message you wanted to include.
• Can I add gift wrapping to my order?
Please email sales@yolke.co.uk with your order number and let us know!
• Can a gift receipt be sent with my order, rather than a detailed invoice?
We can opt to not include a receipt at all and simply email the receipt to you. Please email sales@yolke.co.uk with your order number and request it.
• How do I add a gift voucher to my order?
At the last stage of checkout you will see a box to enter any discount or gift codes.
• Can I send to multiple addresses in one order?
We can only send to one address per order so we recommend purchasing individual gift items separately. If you are hoping to place one order for multiple people then do email our sales team to request some support with this.
• Can I amend my order once it's placed?
Yes, if your order hasn't shipped, you can email us with any amendments at sales@yolke.co.uk. We will refund or invoice you the difference accordingly.
• What's your returns & refunds policy?
You can read our full returns & exchanges policy HERE.
• How do I return my order?
Please fill in the returns form included in your order. If you have lost this or it has not been included in your package, you may email us and we would be happy to send you a new one. All returns should be posted to:
YOLKE
PO BOX 579
Witney,
OX28 9QA
United Kingdom
YOLKE is unable to refund any postage costs. The cost of returns must be covered by the customer unless your item is faulty.
Please send your return using a trackable service, marking your package clearly as 'Returned goods' to avoid delays at Customs. All exchanges will be delivered free of charge.
• How long will it take for a return to be processed?
Please allow for 5-7 working days from the date of receipt. Please allow 2-3 days for shopify to release the funds.
• I paid duties & taxes on my order. Are these refundable?
No, unfortunately these charges are issued by customs and nothing to do with us. As a small business we cannot afford to absorb this cost.
• I've placed an order, but not received an order confirmation email. What should I do?
Please get in touch with your name and billing address at sales@yolke.co.uk. We will be able to provide confirmation if we have indeed received your order.
• I've received my order, but it's damaged. What should I do?
Please get in touch with your name and order number at sales@yolke.co.uk. If possible, we would appreciate some photos just to be able to prevent the issue from happening in the future.
• When will I receive my order?
Orders will be despatched within 1-2 working days of your order being placed. Please be aware that due to extenuating circumstances some items are on a PRE ORDER basis so please do read the information when ordering. If you item is on pre order we will email you with a delivery date.
• Can I order for a specific date?
Yes, please place your order and then email sales@yolke.co.uk with your order number and requested delivery date.
• How can I track my order?
Once your order has shipped, we will email you with a tracking number. If you do not receive a tracking number within 2-3 working days, please email us at sales@yolke.co.uk with your name and order number and we will investigate for you.
• Can I place an order from overseas?
Yes, we deliver internationally using DHL worldwide express which takes between 2-5 days. For more information on shipping please see HERE.
• Where do you ship?
We currently ship worldwide, with the exception of Russia.
• Is a signature required upon delivery?
Yes for all items over £100 we send via Royal Mail 1st Class Signed for in the UK or DHL internationally.
• How do I work out my YOLKE size?
We provide garment measurements on all individual product pages, but we're happy to hear from you if you're uncertain about the correct size for you. Please write us at: sales@yolke.co.uk and we'll be happy to advise.
• What forms of payment do you accept?
All major forms of payment.
• How can I monogram my YOLKE?
We currently offer monogramming on all pyjama sets and dressing gowns. This service is offered through our partners at Hand & Lock. For more information on monogramming, please see HERE. Simply place your order and we will do thew rest for you. We can work to any specific brief, design and cater for any event so please email Joanna on sales@yolke.co.uk with your items and budgets and we can bring them to life.