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Delivery and Returns

CORONAVIRUS UPDATE

Hello and welcome to YuYu.

Currently our warehouse is still operating, but at lower capacity, and may take up to 48 hours to process orders. We are still giving an option of a prioritised delivery which will be dispatched on a next day service, however this may be affected by the longer packing times. If you have any queries please email us on [email protected] We hope you all stay safe and well!

Warmest wishes, Team YuYu

UK DELIVERY OPTIONS

Standard Tracked Service (UK Mainland)

  • Fee: from £2.50
    Delivery is calculated based on your address and what you order.
  • Sent via: Yodel. Please allow 2-5 working days (excluding weekends),
  • Delivery Times: between 7am and 8pm
  • Orders placed between Friday at 1pm and Monday at 12:59pm: Orders will be processed and dispatched on Monday or the next working day. In exceptional circumstances (such as unusually high order volumes) we may dispatch your order on a later date but will still do our best to ensure your order will reach you within 5 working days, as above. Please note times are in UK local time (GMT or BST).
  • To receive tracking information by text: Please provide your mobile number at checkout to receive your tracking information by text.

Priority* Tracked Service (UK Mainland)

  • Fee: from £6.95
    Delivery is calculated based on your address and what you order.
  • Sent via: Yodel
  • Orders placed  Friday before 1pm: You should receive your order on Monday* as this service excludes weekends.
  • Delivery Times: between 7am and 8pm
  • Orders placed between Friday at 1pm and Monday at 12:59pm: Orders will be processed and dispatched on Monday or the next working day*
    Please note times are in UK local time (GMT or BST).
  • To receive tracking information by text: Please provide your mobile number at checkout to receive your tracking information by text.
  • *Please note that priority orders received by 1pm are sent on a Next Working Day service, however couriers are not currently able to guarantee that your order will arrive by the next day on this service. We have chosen to keep the option on our website, as we know that many customers may prefer to choose a potentially faster option.
  • This service is currently available only for customers in Great Britain, not including Highlands, Islands, Northern Ireland or Channel Islands.

Saturday Tracked Service (UK Mainland)

  • Fee: £22.00
  • Sent via: DPD or DHL. 
  • Choosing this service will only offer delivery on Saturday* if you place your order between Thursday, 1:01pm and Friday, 12:59pm.
    Please note times are in UK local time (GMT or BST).
  • If you order outside of this timeframe: Your order will be processed and sent with the Priority Tracked Service (as above) and is likely not to arrive on a Saturday.
  • Delivery Times: between 7am and 8pm
  • To receive tracking information by text: Please provide your mobile number at checkout to receive your tracking information by text.
  • *Please note that Saturday orders received by 1pm on Friday are sent on a Saturday service, however couriers are not currently able to guarantee that your order will arrive on Saturday on this service. We have chosen to keep the option on our website, as we know that many customers may prefer to choose a potentially faster option.
  • This service is currently available only for customers in Great Britain, not including Highlands, Islands, Northern Ireland or Channel Islands.

Untracked delivery of small items (UK)

  • Fee: £1.95
  • Sent via: Royal Mail. 
  • This service is untracked. Please allow 2-5 working days for delivery. Sometimes this may take longer, particularly during busy periods or bad weather which can delay the postal service.
  • Please note: We are not liable if untracked packages are lost.

Delivery to the Highlands, Islands, Isle of Man and Isle of Wight

  • Fee: from £6.95 (currently reduced from £10)
    Delivery is calculated based on your address and what you order.
  • Sent via: usually DHL or Yodel, depending on your location.
  • To receive your tracking number: Email us at [email protected] and please quote your order number, and we will get back to you as soon as possible.
  • You can also choose an untracked delivery option for small items, which costs £1.95. Please allow about 3-10 days for delivery. We are not liable if untracked packages are lost.

Delivery to Northern Ireland

  • Fee: from £6.95 (currently reduced from £10)
    Delivery is calculated based on your address and what you order.
  • Sent via: DHL. Please allow approximately 2-4 working days for delivery. 
  • To receive your tracking number: Email us at [email protected] and please quote your order number, and we will get back to you as soon as possible.
  • You can also choose an untracked delivery option for small items, which costs £1.95. Please allow about 3-10 days for delivery. We are not liable if untracked packages are lost.

INTERNATIONAL DELIVERY

Delivery to the Channel Islands

  • Fee: from £6.95 (currently reduced from £10)
    Delivery is calculated based on your address and what you order.
  • Sent via: DHL. Please allow approximately 2-4 working days for delivery. 
  • To receive your tracking number: Email us at [email protected] and please quote your order number, and we will get back to you as soon as possible.
  • You can also choose an untracked delivery option for small items, which costs £3.50. Please allow about 3-10 days for delivery. We are not liable if untracked packages are lost.

Delivery to the Republic of Ireland

  • Fee: from £6.50
    Delivery is calculated based on your address and what you order.
  • Sent via: DHL. Please allow approximately 2-5 working days. 
  • To receive your tracking number: Email us at [email protected] quoting your order number, and we will get back to you as soon as possible.
  • You can also choose an untracked delivery option for small items, which costs £1.95. Please allow about 3-10 days for delivery. We are not liable if untracked packages are lost.

Delivery to the EU

  • Fee: from £6.50
    Delivery is calculated based on your address and what you order.
    Sent via: DHL. Delivery usually takes up to 5 working days from dispatch, but may vary depending on customs regulations, local service or where you live.
  • To receive your tracking number: Email us at [email protected] quoting your order number, and we will get back to you as soon as possible.
  • You can also choose an untracked delivery option for small items, which costs £3.50. Please allow about 3-10 days for delivery. We are not liable if untracked packages are lost.

Delivery to the USA

  • Fee: from £10
    Delivery is calculated based on your address and what you order.
  • Sent via: DHL. Delivery usually takes 3-10 working days from dispatch, but may vary depending on customs regulations, local service or where you live.
  • To receive your tracking number: Email us at [email protected] quoting your order number, and we will get back to you as soon as possible.
  • You can also choose an untracked delivery option for small items, which costs £3.50. Please allow about 5-15 days for delivery. We are not liable if untracked packages are lost.

Delivery to the Rest of the World

  • Fee: from £10
    Delivery is calculated based on your address and what you order.
  • Sent via: DHL. Delivery usually takes 3-10 working days from dispatch, but may vary depending on customs regulations, local service or where you live.
  • To receive your tracking number: Email us at [email protected] quoting your order number, and we will get back to you as soon as possible.
  • You can also choose an untracked delivery option for small items, which costs £3.50. Please allow about 5-15 days for delivery. We are not liable if untracked packages are lost.

Additional Info

 

If you provided your mobile number at checkout you will receive SMS tracking updates from the courier.

We're working hard to keep improving and provide the best possible service, however at the moment we do not have a way to automatically share your tracking code by email when you place an order. To track your order, please get in touch with us at [email protected], quoting your order number, and we will get back to you as soon as possible.

Please note that local customs or clearance charges may apply. 

ORDER PROCESSING

All orders will be processed within 1 working day of when the order is placed. Please note that this does not include UK bank or public holidays, or weekends.

All orders made on bank holidays and over the weekend (including Fridays after our cut off time of 1pm) will be processed on the next working day.

If you choose Priority Delivery before 1pm Monday-Friday, your order will be processed and sent on the same day. If you choose Priority Delivery after 1pm, or at the weekend or on a bank/public holiday, your order will be processed and dispatched on the next working day.

HELP MY PARCEL HASN’T ARRIVED!

Please use your tracking number to find your parcel with Yodel or DHL. If you are still having problems, please contact us and we will do our best to help!

Yodel Tracking: https://www.yodel.co.uk/track 

DHL Tracking: https://www.dhl.com/global-en/home/tracking.html 

If your order was sent untracked, please let us know if it hasn’t arrived in the expected time frame. Please keep in mind that untracked orders occasionally may take longer than expected, especially during busy periods or bad weather.

DAMAGED, FAULTY OR INCORRECT ITEMS

Please notify us immediately by emailing our Customer Service Team at [email protected] To ensure prompt resolution, please provide the order number and if possible a photo or video showing the problem. Please keep the box, packing materials and the damaged items for inspection by the carrier or to be returned for us to inspect.

This policy is only applicable to purchases made online; we are unable to process returns for purchases made within a partnered retail location, with the exception of a manufacturing fault.

Your statutory rights remain unaffected.

RETURNS PROCESS

STEP 1. – Contact Us
Please contact Customer Services by emailing us at [email protected] with your order details and explaining your reason for return. Please note that we cannot accept returned goods that we reasonably believe have been used.

STEP 2. – Returning the Product
Goods must be returned to us in their original condition at within 14 working days of delivery. Please ensure that you include your name and order number and that the returned parcel is properly sealed. Please ensure you obtain a Proof of Postage when you return the goods to us. You should retain your Proof of Postage in order to provide proof that you have returned the goods, in the unlikely event that we do not receive the returned parcel. We cannot accept liability for returned goods lost in transit. Return address: Yuyu Returns, Lemonpath, Unit 1, Wanlip Road, Leicester, LE7 1PD

STEP 3. – Processing the Refund
If you have chosen a refund, we will process the calculated refund within thirty (30) days of receiving your returned goods provided that you have returned the goods to us in their original condition within 14 working days from delivery. You will receive email notification of your refund from our Customer Service Team.

If you have requested an exchange or replacement when contacting the Customer Services Team, this will be processed within 7 working days of receiving your returned goods and will be delivered via standard delivery.

If you have questions, please feel free to contact us at :[email protected].

RETURNS & EXCHANGE POLICY

We hope that you are delighted with your order. However, if for any reason you are not entirely satisfied, you may return any item in its original condition for a full refund if you contact us within 14 working days from delivery. You then have a further 14 days in which to return your products. If the goods you receive are damaged or faulty in any way, or not what you originally ordered we will be happy to exchange the items or offer you a refund, please contact us at [email protected].

Please Note: We cannot accept returned goods that we reasonably believe have been used. In such circumstances, we will notify you that no refund will be available and you will be responsible for arranging for such goods to be returned to you within 14 days of our notification.

If you return items for reasons other than defects in the goods, incomplete, or incorrect delivery, you will be required to arrange and pay for the return of the items to us. Please ensure you obtain a Proof of Postage when you return the goods to us. You should retain your Proof of Postage in order to provide proof to us that you have returned the goods, in the unlikely event that we do not receive the returned parcel. We will not be held responsible for returned goods that do not reach us.

If you require a refund we will refund the price paid by you for the goods (exclusive of the initial delivery charge) within fourteen (14) days of receiving your returned goods, provided that you have returned the goods to us in their original condition at our distribution centre within 14 working days of you advising us about your intention to return them. Refunds will only be made against the original payment method used.

If you cancel your order but do not return such goods to us within 14 working days, we shall be entitled to collect such goods from you and to charge you for the direct costs of collecting the goods. You should note these charges (which may be deducted from a refund) are likely to far exceed the costs of you returning the goods. Until such goods are returned to us, you are obliged to exercise all reasonable care to store the cancelled goods safely and in appropriate conditions.