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Delivery and Returns

ORDER PROCESSING

We do our best to process all orders placed before 1pm within 1 working day of when the order is placed.  This does not include UK bank or public holidays, or weekends.

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 UK 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.

All 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 or during a lockdown) we may dispatch your order on a later date but will still do our best to ensure your order will reach you within the estimated timefrome. 

Please note times are in UK local time (GMT or BST).

UK DELIVERY OPTIONS

We work with a selection of couriers to deliver orders. Most of the time, we will send your order with Hermes if you choose Standard delivery, and DX or DHL if you choose Priority delivery.

With the exception of small items like stoppers, all orders are sent with a tracked service, and you should receive delivery information by email or text, so please ensure that you provide the correct details when placing your order.

Deliveries will usually be made between 7am and 8pm. 

See below for a guide on the delivery options we offer for deliveries within the UK.

UK Delivery Rates

Service Courier Delivery from:
Untracked
(small, low value items only)
Royal Mail £1.95
UK Mainland: Standard
(2-5 days)
Hermes £5.95
UK Mainland: Priority
(Next Day**)
DX £9.95
UK Mainland: Saturday** DX £25.00
Highlands, Islands, Isle of Man and Northern Ireland
(2-5 days)
This charge is currently reduced from £10.
Hermes or DHL £6.95

Delivery timeframes are estimates. Final delivery charges are calculated at checkout based on your delivery address as well as the order size. Delivery to remote areas and larger orders may cost more.

*Priority delivery
Please ensure you place your order by 1pm in order for us to pack and dispatch your order on the same day. Orders placed after the cut off of 1pm will be dispatched on the next working day.

Orders placed on Friday before 1pm: You should receive your order on Monday, as this service excludes weekends.
Orders placed between Friday at 1pm and Monday at 12:59pm: Orders will be processed and dispatched on Monday (or the next working day), so you can expect delivery on Tuesday.

Priority orders are sent using a 'Next Working Day' service. However, couriers are not currently able to guarantee that your order will arrive by the next day. We have chosen to keep the option on our website, as we know that many customers may prefer to choose a potentially faster option. 

**Saturday delivery
Choosing this service will only offer delivery on Saturday if you place your order between Thursday, 1:01pm and Friday, 12:59pm.

If you order outwith this timeframe: Your order may be processed and sent with the Priority service (as above) and is likely it will not arrive on Saturday.

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. In the unusual event that your order is not received on Saturday, we recommend that you track it for further updates. We have chosen to keep the option on our website, as we know that many customers may prefer to choose a potentially faster option.

Untracked deliveries of small items:

We use Royal Mail's postal service which 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.

Please note times are in UK local time (GMT or BST)

DELIVERY TO THE EUROPEAN UNION

The UK's exit from the European Union has meant that trading between the UK and EU countries has become more difficult and expensive. As we are a British company, we wanted to find a solution for our customers in the EU, and have therefore opened a warehouse in Germany.

The website you are on now is our GBP store (www.yuyubottle.com) and all orders placed here will be dispatched from our UK warehouse, regardless of destination.

We recommend that orders to one of the 27 EU member states are placed on the EUR store (www.yuyubottle.eu) in order to avoid any customs charges. To order from our warehouse in Germany, you can switch to the EU store by clicking the currency symbol in the top menu and choosing €EUR.

Please note that availability of stock will differ between the two websites, as will delivery charges.

You can still order to the EU from our UK website, however please note that customs charges may apply. 

EU Delivery Rates (dispatch from our UK warehouse)

Destination Delivery from:
Republic of Ireland
Belgium
The Netherlands
Luxembourg
£16.00
France
Germany
£18.00
Austria
Denmark
Finland
Italy
Portugal
Spain
Sweden
£21.00
Bulgaria
Croatia
The Czech Republic
Estonia
Latvia
Lithuania
Poland
Romania
Slovakia
Slovenia
£22.00
Greece £24.00
Hungary £30.00
Cyprus
Malta
£60.00

Final delivery charges are calculated at checkout based on your delivery address as well as the order size. Delivery to remote areas and larger orders are likely to cost more.

You can also choose an untracked delivery option for small items, which costs £3.50. This is currently only available from our main GBP store. Please allow about 3-10 days for delivery. We are not liable if untracked packages are lost.

We use DHL to deliver tracked orders and you can usually expect to receive your order within 3-5 business days.

Please provide your mobile number at checkout to receive your tracking information by text.

Please note that delivery services may be affected over bank holidays and during busier periods.

INTERNATIONAL DELIVERY

We usually use DHL to deliver international orders. With the exception of small items, all orders are always sent with a tracked service. Please provide your mobile number at checkout to receive your tracking information by text.

Most international deliveries will arrive within 2-5 working days from dispatch, but may vary depending on customs regulations, local service or where you live. 

Please note that delivery services may be affected over bank holidays and during busier periods.

Please see below a guide to some of our worldwide delivery rates.

International Delivery Rates

Destination Delivery from:
The Channel Islands £13.00
Gibraltar
Norway
Switzerland
£25.00
Rest of Europe (non EU) from £18.00
United States £15.50
Canada £20.80
Australia £20.80
New Zealand £23.00
Japan
South Korea
£28.00
Rest of the World from £20.80

Final delivery charges are calculated at checkout based on your delivery address as well as the order size. Delivery to remote areas and larger orders are likely to cost more.

You can also choose an untracked delivery option for small items, which costs £3.50 to most destinations. Please allow about 3-10 days for delivery. We are not liable if untracked packages are lost.

We currently give a discount on shipping to countries including USA, Canada, Australia, New Zealand, and the UAE (automatically applied at checkout, prices above include discounts).

Please note that local customs or clearance charges may apply. 

HELP MY PARCEL HASN’T ARRIVED!

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

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 orders occasionally may take longer than expected, especially during busy periods or bad weather.

If you placed your order on our EUR store, you can find tracking information and further delivery advice by changing the currency in the top menu to €EUR.

ADDITIONAL INFORMATION FROM OUR DELIVERY PARTNERS

How will Covid 19 affect my delivery?

Our couriers are continuing to take precautions. Please visit the courier websites below for further information. 

Hermes

Most services within the UK

DX

Priority and Saturday services within the UK

DHL

Priority and Saturday services within the UK, and international deliveries

Royal Mail

Untracked deliveries of small items

RETURNS PROCESS

Changed your mind? No problem. Our returns policy allows you to return an item within 30 days (60 days during the Christmas period) of your order arriving.

If the item is unused, in its original packaging and accompanied by a valid proof of purchase, we’ll offer an exchange or a refund.

How to return?

  1. Contact us
    Please email [email protected] to inform us of your return, quoting your order number in the subject line. Let us know if you would like to return your order for a refund or for an exchange. Please note that we cannot accept returned goods that we reasonably believe have been used.
  2. Returning the Product
    Goods must be returned to us in their original condition within 30 days of delivery. Please ensure that you include your name and order number and that the returned parcel is properly sealed.

    Return address:

    YUYU Returns, C/O Fosseway
    Unit 46, Boston Road
    Beaumont Leys,
    Leicester
    LE4 1AA

    We are afraid we cannot cover return postage costs. We advise to send with tracked delivery as we cannot be held responsible for any missing parcels. 

  3. Processing the Refund
    If you have chosen a refund, we will process the calculated refund within 14 days of receiving your returned goods provided that you have returned the goods to us in their original condition within 30 days from delivery. You will receive an 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.

Exchanging your order?

Please follow the instructions as above and include an advice slip of which product you would like to exchange.

We recommend that you confirm this with us by email prior to sending your return, to ensure that we have stock availability.

Faulty items: If your item has a manufacturing fault, please let us know as soon as possible.

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

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 & 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.

Are you sure you want to change the currency to EUR?

  • Stock availability may differ, as EUR orders will be shipped from our warehouse in Germany.
  • We can only fulfil orders to one of the 27 European Union member states if you choose to pay in EUR.
  • You will lose any items already added to your cart if you continue.
  • If you want to deliver to a non EU address, the order must be placed in GBP.