Frequently Asked Questions
Can I change my payment method?
If you set up a repeat order, you can update or change your payment method in your account.
Can I place a one-time order?
Yes, absolutely. If you would rather purchase your products as a one-off, or on an ad hoc basis, that’s no problem. If you set-up an account for your order, we will remember your order details for next time. Then, if you like your YOKU products you can set up a repeat order later.
What payment methods can I use?
If you’re placing a one-off order you can pay using VISA, MasterCard, American Express, bank transfer, or PayPal. If you set up a subscription, you can pay using your bank account details (Direct Debit), VISA or MasterCard.
My discount code isn’t working, what do I do?
Discount codes are case sensitive, so it’s worth double checking it was typed correctly. If it's still not working send us an email at firstname.lastname@example.org, and we’ll be happy to help.
Delivery & Returns
Do you accept returns?
We want you to be happy with your YOKU products, however, for hygiene reasons we cannot accept returns for personal care items including soaps, safety razors and toothbrushes unless the goods are faulty, damaged, have been described incorrectly or if you have received an incorrect order. Please contact us within 14 days of delivery by either email to email@example.com or call T +44 (0)117 330 5796.
What do I do if my delivery didn’t arrive, was incorrect or arrived damaged?
Please email to firstname.lastname@example.org and we will be happy to help.
When will my order arrive?
Orders placed before 4pm Monday – Friday will be dispatched on the same day. Orders placed after 4pm will be dispatched on the next business day. Please allow 2-3 days for delivery. Please note, European orders will take approx. 3-5 days and international orders will take approx. 5-10 days for delivery.
How much does delivery cost?
We offer free, tracked delivery via Royal Mail within the UK when you spend £50 or more on a one-off order. If your one-off order is under £50, we offer the same tracked Royal Mail delivery starting at £3.60.
We use Royal Mail to deliver to over 50 countries and territories around the world from £10.
How can I check the status of my order?
We know you can't wait to receive your order, which is why we will be sure to notify you when your order ships via email. You can also see the current status of your order by using our 'Track Your Order' page.
Where do you deliver to?
We ship to over 50 territories around the world. If you’re unsure whether we ship to you, email us at email@example.com.
Repeat Orders / Subscriptions
What if I forget my account log-in details?
Don’t worry. Simply email firstname.lastname@example.org or call: T +44 (0)117 330 5796 and we will help you get back into your account.
How do I find my account?
Simply select the ‘sign in’ link at the top of our website, or click here. Use your login details to access and manage your account.
Will accessories be included in my repeat order?
If you purchase a one-off product from our webstore at the same time as setting up a repeat period product orders, don’t worry, these items will not be included in your repeat order. These items will be automatically processed as a one-off purchase. Remember, you can update your order preferences in your account anytime.
When will my repeat order be billed?
Your first order and payment will be processed at the time of placing the order. Your repeat orders will then be billed using the same payment option and shipped 5 days before the date of the month in which you placed your first order. This is to ensure you receive the product at the same time every month or tri-monthly, depending on the frequency you ordered.
Can I pause, edit, or cancel my repeat order?
Absolutely. We aim to make this as easy as possible for you. So, there are no contracts or restrictions. You’re in complete control of your repeat order. You can manage your orders in your account and choose to pause, edit, or cancel your repeat order at any time.
You may cancel your contract with us for the goods you order at any time. To avoid additional charges after cancellation you must cancel your contract at the latest 5 working days before your next payment is due. You do not need to give us any reason for cancelling your contract nor will you have to pay any penalty.
To cancel your contract you must notify us by an email to email@example.com or call T +44 (0)117 330 5796.
How does a YOKU subscription work?
Simply select the products you would like, then choose a monthly or quarterly delivery option. Update, pause, or cancel at any time in your account.