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FAQs

DELIVERY & RETURNS

What are your UK delivery options?

UK DELIVERY OPTIONS

Standard Tracked Service: £4.95
Sent via Parcelforce. Allow 2-5 days (excluding weekends), deliveries between 7am and 6pm. Orders require 24 hours to process. Orders placed on Friday after 12pm/Saturday/Sunday will be processed on Monday and dispatch for delivery from Tuesday onwards. Please provide your mobile number to receive your tracking information by text.

Next Day Tracked Service: £6.95
Sent via Parcelforce. Please note that this service excludes weekends, If you place your order on Friday before 12pm, you will receive it on Monday. Deliveries are usually made between 7am and 6pm. Orders need to be placed by 12pm to receive on the next working day. Orders placed on Friday after 12pm/Saturday/Sunday will be processed and dispatched on Monday and for delivery on Tuesday. Please provide your mobile number to receive your tracking information by text.

Saturday Tracked Service: £22.00
Sent via Parcelforce. Please note that this service will only guarantee delivery on Saturday if you place your order on Friday before 12pm. If you order from Friday after 12pm -Thursday before 12pm, your order will be processed and sent with the Next Day service, and is likely to arrive before Saturday. Deliveries are usually made between 7am and 6pm. Please provide your mobile number to receive your tracking information by text.

Untracked delivery of small items: £1.95
Sent via Royal Mail. This service is untracked. Please allow 1- 5 working days for delivery. 

Delivery to the Highlands, Islands, Isle of Man and Isle of Wight: £10
Sent via DHL or Parcelforce, depending on your location. Please get in touch with us for your tracking number.

Delivery to Northern Ireland: from £6.95
Sent via DHL. Please allow approximately 2-4 working days for delivery. Please get in touch with us for your tracking number.

Untracked delivery to the Channel Islands (small packages): £3.50
Sent via DHL. Please allow approximately 2-4 working days for delivery. Please get in touch with us for your tracking number.

Delivery to the Channel Islands: from £10

What are your International delivery options?

Delivery to Republic of Ireland: from £6.50
Sent via DHL. Delivery is calculated based on your address and order details. Prices may vary depending on where you live and what you order. Delivery times usually take 2-5 working days. Please get in touch with us for your tracking number.

Delivery to EU: from £6.50
Sent via DHL. Delivery is calculated based on your address and order details. Prices may vary depending on where you live and what you order. Delivery times usually take up to 5 working days, but may vary depending on customs regulations. Please get in touch with us for your tracking number.

Delivery to Rest of the World: from £10
Sent via DHL. Delivery is calculated based on your address and order details. Prices may vary depending on where you live and what you order. Delivery times usually take up to 5 working days, but may vary depending on customs regulations. Please get in touch with us for your tracking number.

For more information about Parcelforce’s service, please see the Parcelforce website: http://www.parcelforce.com/help-and-advice

For service updates from Parcelforce, please see: http://www.parcelforce.com/service-updates

For more information about Royal Mail’s service, please see the Royal Mail website: https://personal.help.royalmail.com/app/contact

For more information about DHL’s service, please see the DHL website: http://parcel.dhl.co.uk/faq

For service updates from DHL, please see: http://www.dhl.com/en/important_information.html

Do you send orders at the weekend or on Bank Holidays?

Unfortunately orders cannot be processed, despatched or delivered at the weekend or on bank holidays, with the exception that orders may be delivered on a Saturday within the UK when the Saturday delivery option is chosen at checkout.

All orders made on UK bank holidays and at the weekend will be processed on the next working day.

How do I track my shipment?

If you provided your mobile number 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.  If you would like to track your order sooner, please get in touch with us, quoting your order number.

Can I return or exchange my order?

Changed your mind? No problem. Our goodwill returns policy means you can return an item within 14 days (Christmas period 60 days) of when you order was delivered. If the item is unused, in its original packaging and accompanied by a valid proof of purchase, we’ll offer an exchange or a full refund.

How to return?
1. Please email [email protected] to inform us of your return
2. Please send your parcel to the below address along with your ORDER ID and full name clearly marked. Exchanging your order? Please include all of the above including an advice slip of which product you would like to exchange.

YuYu Returns,
C/O Lemonpath, Unit 1,
Wanlip Road,
Leicester,
LE7 1PD

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.

Please visit our Delivery & Returns page for more information.

Need further help? Contact us.

PRODUCT RELATED

How do I strap my YuYu around me?

Please follow these easy steps. 

  1. (For when you first use your YuYu) Finding the loops: Examine the ends of both drawstrings and find the loop on the end of one of them. Feed the other drawstring through the loop and pull tight, so that you now have one, very long drawstring. Now look for the loop at the bottom of the bottle... 
  2. Wrapping yourself up in your YuYu: OK, so here come the exciting bit… Take the YuYu bottle and wrap it around the back of your waist. Now the bottle will want to fall down as you haven’t tightened it yet, so it might help if you’re leaning against a wall or sitting down. Anyway here goes, so hold the long drawstring with one hand, and grab the end of the bottle with your other hand… Locate the loop at the very end of the YuYu Bottle and then feed the long drawstring through. You should now have a semi connection between the top and bottom of the bottle, and hopefully your somewhere in the middle there. 
  3. Finally, lets tighten the bottle and go hands free! OK, you’re nearly there. All you have to do is to pull the drawstring tight, and then loop it back through the top section where you started. It doesn’t really matter what bit you loop it through so just try it and then pull until it’s tight around your waist and just let go… Fingers crossed, you’re wearing your hot water bottle - a first time experience is born… :)
How much water do I need to fill my YuYu?

YuYu Bottles take the same quantity of water to fill as a traditional hot water bottle, approximately half a kettle full; 1.5 ltrs.

If using your YuYu for targeting aches and pains around your body, we would advise filling 1/2 to 2/3 full.

What's the correct way to fill my YuYu?

When filling this hot water bottle, do not use water that exceeds 70°C and under no circumstances should the water be bubbling or boiling. Fill to a maximum of two-thirds capacity or less, especially if your YuYu Bottle comes with a wearable strap. You will find the bottle far more malleable or bendable if the bottle is not filled to the top. If using a kettle, allow water to cool for 4-5 mins. Hold the bottle by the neck in an upright position and fill slowly to avoid hot water splashing back. Expel air from the bottle by lowering it carefully onto a flat surface until water appears at the opening. Screw the stopper sufficiently finger-tight to ensure that there is no leakage. Finally, make sure the funnel is empty of any water residue. 

Warning: Do not allow direct or prolonged contact with skin (use an adequate cover to prevent risk of burns). Do not use with infants or persons sensitive to heat. Under no circumstance should you use the hot water bottle as a cushion or place weight on it. Do not fill using water from the domestic hot water system as this can considerably shorten the hot water bottle’s life. Prevent contact with hot surfaces, oil or grease. Do not heat in a microwave oven. This is not a toy; keep out of reach of children. Before each use: Check the bottle and stopper for wear and damage. If you see any damage, do not use. The YuYu Bottle has a guarantee for 2 years, we recommend purchasing a new bottle after 2 years of use.

What are the dimensions of a YuYu Bottle, and are all ranges the same size?

All inner hot water bottles are the same size and measure 81cm x 11cm. The sizes of the covers differs slightly.

  • Cashmere range 85cm x 13cm
  • Luxury fleece range 82cm x 13cm
  • Warm Worms range 82cm x 13cm
Using your YuYu cold

1. Simply fill to a maximum of two-thirds capacity or less. (Filtered water will prolong the life of the bottle). Squeeze the air out.

2. Place in the freezer. At an average freezer temperature (-18C) the bottle should be nice and sludgy after approximately 90-120 minutes. Over freezing your bottle will make the bottle stiff and rigid and therefore inflexible. 

Before each use: Check the bottle and stopper for wear and damage. If you see any damage, do not use. Each YuYu Bottle has a 2 year manufacturer’s guarantee. Retain these instructions for future reference.

*Recommended: Continuous freezing and heating of the rubber, especially in hard water areas may reduce the lifespan of the natural rubber bottle. For this reason, we recommend using one bottle for freezing and one for heating. You can purchase a second bottle from our accessories page on our website. Please remember the YuYu Bottle and Body Bottle are different in size, so please ensure to choose the correct one.

The YuYu is made of biodegradable rubber which means that over time it will degrade and be ready to go back to mother earth. So please regularly check before filling up. If you see any damage, do not use.

Do the covers come with a bottle?

All of our YuYus include the inner hot water bottle, unless you specifically buy a cover only on our Accessories shop. 

I need a new YuYu Bottle stopper. How do I get one?

Visit Accessories in our shop and choose the one that looks most like the one you had.

A biodegradable life cycle?

I’m made of biodegradable rubber which means that over time I will degrade and be ready to go back to mother earth. So please regularly check me before filling me up. Thanks!

If used and stored according to recommendations, your hot water bottle should give good service for approximately 2 years; during this time, rubber will naturally deteriorate, therefore it is advisable to replace your hot water bottle to ensure it is compliant with British standards for safe use.

The YuYu Bottle is made of high grade natural rubber. Use a damp cloth to keep your bottle clean and dirt free. When not in use, drain completely and store with stopper removed, in a cool, dry, dark place. We recommend hanging the bottle upside down with the stopper off so that the bottle becomes completely dry inside.The bottle should be kept away from direct exposure to sunlight. Sunlight can discolour the bottle and harm the rubber, ageing and degrading it. Do not place anything on top of the bottle during storage. Keep bottle fully extended. Keeping the bottle bent will create a crease in the rubber which will weaken it. Please be aware that in areas with harder water, the rubber can degrade more quickly, so it is important to check your bottle before each use. 

Cold use: Continuous freezing and heating of the rubber, especially in hard water areas may reduce the lifespan of the natural bottle. For this reason, we recommend using one bottle for freezing and one for heating.

There is a two year manufacturers warranty. We recommend purchasing a new bottle after 2 years of use.

Will my Cashmere YuYu come with a Waffle cover?

Yes it does. The Cashmere Collection does not include the extendable strap feature due to its delicate material. So therefore, now this very special signature product of YuYu’s will now include a spare Cotton Waffle cover, with wearable strap! 

Do cashmere covers have straps?

No they do not. We found that a strap simply stretches the cashmere. Straps come with almost all other YuYu covers… 

Are the covers washable?

Warm Worms, Luxury Fleece, Liberty London, Cotton collection and Print collection covers are all machine washable at 30°. So nice and easy!

Cashmere covers should be carefully hand washed in lukewarm water using mild, hand wash detergent or hair shampoo at a temperature of 30° or less. If your YuYu has been stretched, you can reshape it whilst damp. Be sure all drying is done on a flat surface and at room temperature.

All of our products also include a care label with washing instructions within them.

How do I care and store my YuYu?

Use a damp cloth to keep your bottle clean and dirt free. When not in use, drain completely and store with stopper removed, in a cool, dry, dark place. We recommend hanging the bottle upside down with the stopper off so that the bottle becomes completely dry inside.The bottle should be kept away from direct exposure to sunlight. Sunlight can discolour the bottle and harm the rubber, ageing and degrading it. Do not place anything on top of the bottle during storage. Keep bottle fully extended. Keeping the bottle bent will create a crease in the rubber which will weaken it. Please be aware that in areas with harder water, the rubber can degrade more quickly, so it is important to check your bottle before each use. 

Cold use: Continuous freezing and heating of the rubber, especially in hard water areas may reduce the lifespan of the natural bottle. For this reason, we recommend using one bottle for freezing and one for heating.

Warning: Do not fill using water from the domestic hot water system as this can considerably shorten the hot water bottle’s life. Prevent contact with hot surfaces, oil or grease. Do not heat in a microwave oven. This is not a toy; keep out of reach of children.

How do I care for my cashmere cover?

Our cashmere-based covers are all independently sourced from local farms in Inner Mongolia. Just like all natural knitted fibres, especially in the classic knit variety, you should expect a small amount of pilling, especially during the first few uses. 'Pilling' is the result of loose fibres on the surface rubbing together during wear that cause small bobbles to appear. We advise using a cashmere comb to keep your YuYu in the best possible condition. The cashmere comb will take off the loose hairs that cause the bobbles and keep your cover looking fresh and new. Simply lay your YuYu cover on a flat surface and hold an area taut with one hand whilst combing with the other. You can purchase a YuYu cashmere comb here.

Rubber odour?

Follow our instructions to help reduce the smell of rubber.

YuYu Bottles are made from biodegradable natural rubber. When filling them for the first time you might notice an unexpectedly strong rubber odour. This can especially occur when heating up our bottles for the first time. To reduce or eliminate this rubbery smell please follow these simple instructions:

  1. Take the bottle out of the cover. Rinse it out by filling it ¾ full with hot water (never use boiling water).     
  1. When the lid is firmly and safely secured give the bottle a quick shake and leave for half an hour in a safe place. 
  1. Repeat this procedure 3 to 4 times or until the smell subsides. When you are satisfied with the reduced odour smell then you’ll be ready to place your YuYu bottle back into its cover and use as desired. 

Warning: Please note that for normal use we recommend filling up your bottle with the cover still on, but please be careful if you fill without the cover on, as it will be hot. 

TECHNICAL

What payment methods do you accept?

You can make a payment via PayPal or with your credit or debit card when you reach the checkout.
You can also choose to pay with PayPal without signing in to an account. To do this, please click the "Continue to Paypal” button in the check out area of the site and then click the "Continue as Guest button". This should get you the familiar section, which asks you to fill out all of your credit card details. If you check out with PayPal, you will receive a receipt from them as well as your order confirmation from us.

I just placed an order but did not receive a confirmation email, what can I do?

Some email providers may mark our confirmation email as junk mail and you should be able to find it in this folder if it has not been deleted.

Please contact us and let us know the delivery address you used for your order so that we can investigate if you still cannot find it.

I don't know if my payment was processed?

Please check if the payment has come out of your bank or PayPal account if you are unsure if your payment was processed.

If you cannot find your confirmation email, it is possible that it was sorted into your Junk or Spam folder, and may already have been deleted from your email inbox.

If your transaction was declined, you can try either using a different payment method or card, or call your bank.

Please contact us so that we can investigate if you have any doubt and we will be happy to help. We can also manually process payments over the phone.