FAQ

Our Response to COVID-19

Many questions have come in and we deeply appreciate the concern for our team members safety and product production. We are doing all we can to put safety first, and try to ensure that our wonderful team of workers from around the world are able to keep their jobs, so we appreciate all of the support from our community and the continued demand and support for our brand, products & team.

National Shipping :

All new orders will shipped approximately in 2-3 business days after your order is placed.

Orders will continue to ship during COVID-19. We thank you all in advance for understanding any delays due to COVID-19.

Please also keep in mind that your local post offices may be experiencing delays at this time due to limited staff and social distancing practices.

In the meantime, if you have any questions or concerns, please send an email to “info@yokugroup.com” and our customer experience team will be happy to help.

International Shipping:

International orders may experience an increased delay as some regions are currently in lockdown and some international shipping companies are reporting that this is impacting their deliveries to and from the affected regions and countries. In some cases, couriers have cancelled collection, storage, and deliveries entirely.

At this time we are unable to ship all products to many international locations due to COVID-19 and restrictions with our shipping carriers. To see the full list please visit “Section 3D - WHAT COUNTRIES DO YOU SHIP TO”.

We know you’re excited to receive your Yoku gear and appreciate your patience as the shipping companies work to adjust their services.

Thank you for your support!

Orders

All new orders will be shipped approximately in 2-3 business days after your order is placed.

We will email you a tracking number when your order has shipped. 

The tracking number may take 3 - 4 days to update.

Unfortunately, orders cannot be changed in our system automatically.

If any issue occurs please contact us at info@yokugroup.com.

We accept the following methods of payment:

a.    PayPal

b.    American Express

c.     MasterCard

d.    Visa

You should receive an order confirmation email after you place an order. If you didn't receive one, please:

a.    Check your spam folder

b.    If you didn’t receive the confirmation mail, please send an email to “info@yokugroup.com” with the correct address, and we’ll have the confirmation resent accordingly

Shipping & Duties

Our shipping warehouse is located in Milan, Italy.

All new orders will be shipped approximately in 2-3 business days after your order is placed.

Shipping times are as outlined below:

Italy: 4 - 6 business days

Europe: 4 - 6 business days

United Kingdom: 4 - 6 business days

To see updated timelines on shipping due to COVID-19, please see the above "Section HOW IS COVID-19 AFFECTING SHIPPING?"

Shipping costs vary according to where you’re located.

Italy: FREE

Europe: €6

United Kingdom: €6

United States: €10

Canada: €10

We currently ship to:

·      Austria

·      Belgium

·      Canada

·      Czech Republic

·      Denmark

·      Estonia

·      Finland

·      France

·      Germany

·      Greece

·      Hungary

·      Iceland

·      Italy

·      Latvia

·      Liechtenstein

·      Lithuania

·      Luxembourg

·      Malta

·      Netherlands

·      Norway

·      Poland

·      Portugal

·      Slovakia

·      Slovenia

·      Spain

·      Sweden

·      Switzerland

·      United Kingdom

·      United States

If your country is not listed in the above list, don’t worry! We are working to expand our shipping destinations.

You will not pay any additional costs after the eventual delivery costs.

There are a few potential reasons why this happened:

a.      The address provided was incorrect or information was missing.

b.      The item is waiting to be collected but wasn't picked up within the allotted time.

c.      The addressee was not available at the time of delivery.

d.      To have your order re-shipped, please send us an email at info@yokugroup.com”.



IMPORTANT NOTICE FOR INTERNATIONAL ORDERS

For international orders, if your parcel is in-transit for a long time, please contact customs right away! You may need to pick up your package.

If the package is not picked up within the allotted time, the order will be returned to us. We can reship the order, but you will have to pay the postage again.

If your order is marked as 'delivered' but you have yet to receive it, please follow the steps below:

a.      Verify that the address you provided is correct

b.      Check with your neighbors

c.      Contact your local post office

d.      Email us at info@yokugroup.comfor support

Returns & Exchanges

Please refer to our Returns & Exchanges page

Product

For information on sizing, please refer to our product pages size chart

If an item is out of stock you can send us an email to "info@yokugroup.com" and we will let you know when the item will be available again.

Yes! It’s important to us that you feel good about wearing our clothing. That’s why we ensure they’re always ethically and responsibly made.

You can find all information here!

If you want to know more please do not hesitate to contact us at info@yokugroup.com we will be happy to reply to all your questions!

·     Wash at or below 30°

·     Do not bleach

·     Do not tumble dry

·     Iron, low temperature

·     Do not dry clean

·     Wash turning inside out