GENERAL INFORMATION

Hopefully, you will find the answer you need from one of the  articles we have on our help centre, but if you need  a little help or just want to stop by and say hello, follow any one  one of the links below to get in touch.

      Please get in touch through only one method of contact  as contacting through multiple channels may delay response  times for other customers

 Opening Hours

   Monday to Saturday     09:30am  to  08:30pm

   Sunday                            09:30am  to  06:00pm

  • We can’t   always  give a date  to when products are due to restock  as it’s completely subject to  change . Once dates are confirmed. We may  shout about  it over social media  and send out promotionals   emails advising of restocks  so it’s  worth signing up to our newsletter. You can sign up by  in the entering  your email address  in the box found at the bottom of our homepage.
  • We also regularly update our blog  with articles  regarding big restocks and  new releases, check it out here. https://www.yofers.com/blog

ORDERS

  • We’re unable to make any  changes to your order once you’ve hit the  ‘ place order’ button, this includes the following

               *Changing the item or size

               *Delivery/billing address

               *Adding items to your order

               *Shipping method

There is a-15 minute window where you can Cancel your order by locating the order in your account section and hitting the ‘cancel order’ button After 15-minute. It is too late to cancel the order and you’ll need to follow our returns process .( check it out here)

If  you don’t have a customer account. We’re unable to cancel the order for you.

         In the event you  have received a defective item . Please  ( contact us) immediately with the following  information:

                 *Your order number

                 *Which item is damaged

                 *A description 

                 *Photographic evidence

 Please do not  return any damaged goods  unless advised by a member of  our support  team , it may  result in a slower  resolution time.

 If your parcel  has been  damaged  upon delivery. Please take photographic  evidence and send  it straight to customer support !            

All claims  for parcels arriving damaged must be made within 7 days of the delivery date.

Unless  proof of damage has been verified by a member  of the support team, we cannot  action a refund, credit or replacement.

Once we’ve received the above information , we will work quickly  and efficiently to ensure the problem  is rectified  instantly.

  • In the unlikely event you have received the wrong item, please contact us immediately with the following information to ensure that we can get this resolved for you quickly & efficiently:

                     * Your order number

                     * The name of the item you did not receive

                     * The name of the item  you received in it’s place

                     * A clear photograph  of the item you have received.

Once we’ve received  the above info, our customer support team will get this sorted for you (…….)

you may be asked to return  the  incorrect item  back to us through our returns process.  ( How do I return an item?)

All claims for orders arriving without the correct/missing items must be made within 7 dayes of the  delivery date

DELIVERY

As all orders are currently shipped from Kerala . you may be subject to additional import fees upon delivery.

Refusing to Pay Customs

  • If you choose to refuse  the customs fee and the parcel  is returned back to Yofers , a shipping & handling fee may be deducted from your refund.
  • If you’re still unsure on  whether you’ll be subject to customs  fees. we’d recommend contacting your local  customs office for more information before  placing your order.

Got a  Yofers    account?

      Easy  peasy ! Log  into your  account  through  the online store . Check out the fulfilment  status against your recent order. If the  order has been  fulfilled . click onto the order information & you can     find your tracking  information here.

 I   don’t have a yofers account yet

       As  soon   as your  order has been fulfilled, you’ll receive a shipping  confirmation  email. You will then able to track your order through the tracking link on the email. If you haven’t received  an email yet, not to worry! Your order will usually take around 24-48 hours to be dispatched.

* please note, tracking can  take  around    24-48 hours  to update  after dispatch .

Yofers can deliver to  PO Boxes, but only on a stantard  mail  service. Parcels sent with  a courier service (DPD or DHL) must be delivered to a residential address or place of work.

  If you’re delivering to a place  of work , please ensure the company name is on the delivery address.

PAYMENTS

      Please see below payment error codes that may appear if you’re order is unsuccessful

      *  2000 – D o not honour –The customers bank is unwilling to accept the transaction. The customer will need to contact th card number is not aneir bank for more details regarding this generic decline.

      *2015 – No Account- – the submitted  card number  is not on file with the card – issuing bank. The customer will need to contact their bank.

      * 2015-Transaction not allowed – The cstomer’s bank is declining the transaction for unspecified reasons, possibly due to an issue with the card itself. They will need to contact their bank or use a different payment method.  

       *3000- Processor  Network Unavailable – This response means  there is an error  with our payment gateway, but don’t worry, we’ll let you know of any issues and let you know once it’s fixed.

 If you receive an error cde not displayed above. Please click here to seee a full lidt of potential errors.

     

Recevied a faulty item?

      we’re really sorry to hear this! In the unlikely  event that you’ve    received a faulty item, please get in touch with our support team here who will get this sorted for you

 Need to return something?

       Let’s face it, returns can be a bit of a nuisance. You’ve orderd something , and now you’ve got to send it back,Yawn . But don’t panic, here at yofers  we’ve worked hard to ensure this process is as seamless as possible.

  • Something not right? No problem. Let us know and we’ll get it straightered out
  • Yofers  do not currently  offer exchanges – Just  refunds!
  • Item(s) must be unworn & unwashed. All  labels must still  be attached to return the goods.
  • If you are returning large appliances. It must be in it’s orginal  packing, all tags still attached.
  • All items are thoroughly inspected before any action is taken.
  •  You have 10 days from the date you  received your items to make a return

Orders placed separately cannot  be returned as one. Combining orders will slow down  the  refund process!

All returns must be registerd  through our returns portal. (ReBound)  This is to ensur  the returns process is  as speedy and simple as posssible. Don’t forget to include  your  ‘keep me safe inside’  label which  you’ll find in your package!

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