Contact
Do you have any questions? Feel free to contact us! Our customer service team will help you with any enquiry.
You can reach us by email or by using the contact form below.
We try to answer all emails within 24 hours during business days
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.
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, PayPal 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 an item you have ordered is missing from the packing list, this will likely have been removed due to it being out of stock. You will be notified by email should an item you've purchased is out of stock. If you haven't received an email notification about any changes to your order, but you're still missing an 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.
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.
The item I want is no longer available. When will it be back in stock?
We're sorry that the item that you are interested in is out of stock. Items and sizes are restocked periodically.
Please note some of our items are limited and therefore won't be restocked.
Can't wait? Contact us, so we can let you know if the item will be restocked.
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.