Contact
Do you have any questions? Feel free to contact us! Our customer service team will help you with any enquiry.
We try to answer all emails within 24 hours during business days
orders
How do I track my order?
When your order has shipped you will receive an email with tracking information from the carrier.
What payment methods can I use?
We offer the following payment methods: iDEAL, Credit Card and Klarna Pay Later.
When will I receive a conformation email for my order?
Once you have placed an order you will shortly receive a confirmation email, if not, please check your junk/spam folder. If you have not received your order confirmation email, please contact us.
My payment has failed. What should I do?
Did you get the notification ‘Payment failed’ after you went through the payment procedure?
Please note Klarna is only available in Sweden, Norway, Finland, Denmark, Germany, Austria, the Netherlands, Belgium, Switzerland, France, Italy, Poland, Spain, Portugal, Great Britain, Hungary, Czech Republic, Slovakia, the USA, and Australia.
There are a few solutions to any other payment problems: delete your cookies and cache data, use a different browser or use a different payment method. If this doesn’t solve the problem, please contact us.
If you have used a credit card that wasn't linked to your shipping address, the ordered will be cancelled automatically for fraud prevention purposes. Depending on your payment method, you will receive the purchase amount within 1 day.
Can I cancel/modify my order?
If you wish to cancel or modify your order, please contact us as soon as possible. We will make every effort to accommodate your request. However, once an order has been submitted, we cannot guarantee that the purchase can be changed.
What do I do when there is an item missing from my order?
If you are missing an item from your order or if you have received a wrong item, please contact us immediately with the following information:
- Order number
- Missing item(s)
Our support team will investigate the matter and will resolve the issue for you as quickly as possible.
Shipping & returns
What is the delivery time of my order?
Netherlands
Orders from Netherlands will be shipped out the same day if you order before 16.00. Under normal circumstances you will receive your order the next day.
EU orders
International orders within the EU will be delivered within 2-3 business days.
International orders
International orders outside the EU will be delivered within 5-7 business days.
What parcel service does YO-GAYA use to send the packages
We use UPS and DHL, depending on the shipping address.
Do you ship worldwide?
Currently we only ship to all countries in Europe, USA and Canada.
Do I have to pay customs or import duties?
If you place an order from outside the EU customs charges may apply. There are no customs charges if your shipping address is within the EU.
How do I return my order?
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Can I exchange an item for a different size or color for free?
Absolutely! You can register your order as a return in your account and indicate in the return reason/comment that you want to exchange the item for a different size or color. Please indicate specifically for which item you would like to exchange the returned item.
Exchanging items can be especially beneficial if you purchased an item at a discount. You can exchange the items for a different size or color free of charge without having to reorder the product, even if the discount is no longer active.
products
What size do I need?
You can find the size charts for each product on the product page. If you are not sure which size fits you best or if you do not know conversion to another international size, please contact us.
How do I find out when an item is restocked?
We're sorry that the item that you are interested in is out of stock. Items and sizes are restocked periodically.
You can leave your email on the product page of the item that is out of stock. As soon as the product is restocked again you will receive an email notification.
The item I received is damaged. What should I do?
We’re sorry that the item that you purchased is damaged. You can contact us and we'll provide you with a solution as soon as possible. Please do not send damaged items back to us without contacting us first.