Delivery and Returns
We do our best to process all orders within 1 working day of when the order is placed. Please note that this does not include bank or public holidays or weekends.
On some occasions (such as unusually high order volumes) we may dispatch your order on a later date but will still do our best to ensure your order will reach you within the expected time frame.
All orders made on bank holidays and over the weekend (including Fridays after our cut off time of 1pm, Central European Time) will be processed on the next working day.
The UK's exit from the EU 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.
Deliveries dispatched from Germany within the EU will not incur customs charges.
EU Delivery Rates (dispatched from Germany)
The Czech Republic
|Republic of Ireland||€24.00|
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.
We use GLS or UPS to deliver most 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: our delivery service may be affected over bank holidays and during busier periods.
The website you are on now is our 'EU Website' (www.yuyubottle.eu) and all orders placed here will be dispatched from our EU warehouse, so you will not be charged any customs charges. We recommend that all orders to one of the 27 EU member states are placed on this website for this reason. If you want to order to a country outside of one of the EU please use our 'UK website' (yuyubottle.com).You can switch to the UK website by clicking the currency symbol in the top menu. 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.
HELP MY PARCEL HASN’T ARRIVED!
Please use your tracking number to find your parcel with UPS or GLS. If you are still having problems, please contact us and we will do our best to help!
UPS Tracking: https://www.ups.com/de/en/services/tracking.page
GLS Tracking: https://gls-group.eu/GROUP/en/parcel-tracking
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 GBP store, you can find tracking information and further delivery advice by changing the currency in the top menu to £GBP.
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.
- For more information about GLS's service: https://gls-group.eu/DE/en/gls-informs
- GLS coronavirus updates: gls-group.eu/GROUP/en/gls_informs/covid_19_information/gls_informs
- For more information about UPS's service: https://www.ups.com/de/en/service-alerts.page
- UPS Support Centre: https://www.ups.com/gb/en/help-support-center.page?
Changed your mind? No problem. Our returns policy allows you to return an item within 28 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?
- 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.
- Returning the Product
Goods must be returned to us in their original condition within 28 days of delivery. Please ensure that you include your name and order number and that the returned parcel is properly sealed.
YUYU Returns, C/O GdSK GmbH & Co KG
Oberhausener Str. 11
Returns from outside the EU:
YUYU Returns, C/O FossewayWe 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.
Unit 46, Boston Road
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 28 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.
We unfortunately cannot cover return postage costs. We advise to send with tracked delivery as we are not responsible for any missing packages.
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 the costs 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 and we recommend you choose a tracked service when you return the goods to us in order to locate the return n the unlikely event that we do not receive the returned parcel within 30 days. 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 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 may 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 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.