How is YLLW practicing ethics and sustainability?
We are on a journey with ethics and sustainability in fashion, which is one reason why we offer sustainable collections and pre-orders. Pre-orders reduce waste and overproduction that would otherwise end up in landfills. We hold all manufactures that we work with to our high standards of ethics, and they are screened prior to working for ethical standards including health and safety of workers and fair wages in their factories.
In Q1 of 2023 about 57% of our products are made of sustainable or recycled fabric and about 43% are not sustainable. We're improving that number continually, but we believe in honesty with imperfection.
What if I want to return or exchange my YLLW items?
We accept returns within 30 days of your delivery. You have the option to return your items for an exchange, store credit, or a refund. Items must be in their original condition and are subject to denial if they do not meet our standards*. Original shipping cost is not subject to refunds.
Please allow up to 7 business days for your return to be processed once it reaches our warehouse. If we cannot accommodate your exchange request due to depleted inventory, you will automatically be refunded as we cannot send the original item back to you. If a purchase was made with part gift card, part credit card, the refund will automatically go to the gift card first. When it comes to refunds, they are typically instantaneous but, depending on your banking institution, it can take up to 10 business days to fully process.
Note, all final sale items are ineligible for a return of any kind (refund, exchange, store credit), this includes sale items and accessories.
For domestic customers: if you are opting for a refund, you will be subject to a $7 restocking fee, which will be deducted from your refund. This fee will be waived if "exchange" or "store credit" is chosen.
Meta orders are subject to their respective policies.
For international customers: we can only offer returns for a refund at this time (no exchanges). Please contact us at email@example.com to begin an international return.
*ITEMS CAN BE DENIED FOR RETURN IF ANY OF THE FOLLOWING APPLY:
- Washed and/or worn
- Deodorant marks
- Makeup or self tanner
- Stains of any kind
- Detached tags of any kind: size or wash tags, neck tags, or hang tags
- Animal/human hair
- Lingering odor (i.e. smoke, cologne/perfume, body odor, or detergent)
- Any visible wear or damage
Hygienic swimwear liner removed
- If any pieces are missing (i.e. padding, tops or bottoms if a set)
- Damage from external forces
If you feel that you are experiencing a manufacturing issue, please submit a comment (when prompted) in your return request via the portal link below, or contact our customer service team at firstname.lastname@example.org. While we stand behind our quality promise, YLLW is not responsible for issues due to external forces.
Please note, it is the customer's responsibility to enter the correct shipping address, therefore items will not be replaced or refunded if sent to an incorrectly entered address. If your order was returned to us, we will reach out to you and work out a solution.
DOMESTIC RETURNS: Please click here to begin the domestic returns process
INTERNATIONAL RETURNS: Please contact us at email@example.com to begin the international returns process
*If you have made a purchase between the dates of November 10th and December 1st, the return window will be extended to 60 days after delivery.*
When will my order be shipped?
We ship all orders, excluding pre-order item(s), from our Florida warehouse within 24-48 business hours of the order being placed (excluding Saturdays and Sundays, when our warehouse is closed). Shipments will typically arrive within 4-5 business days, for domestic orders.
We can not issue refunds for shipping fees that are labeled “Next Day”, “2 Day”, etc. as this is a service offered through the shipping company and we can not guarantee delivery within these days on their behalf.
Do you ship internationally?
Yes, we offer international shipping on all of our items. Any international orders with pre-ordered items will be shipped "all at once" or when all items are available to ship. For international orders, we do offer free shipping labels for all orders over $150 USD, but duties/taxes are the responsibility of the customer. We do offer the option to prepay for your duties and taxes at checkout.
Please note that we have partnered with a "Global Economic Solution" team known as APC Postal. All of our international parcels are processed through APC. They have a timeframe of 4 to 14 business days to globally transit any and all international packages. You may also see a delay in tracking information updating as it take our shipment box anywhere from 3 to 5 business days to ship to APC's processing center in New Jersey, USA.
What if my YLLW items are on pre-order?
Some of our most popular products have had so much international demand that we actually now have them on preorder for two reasons. 1: to reduce waste and overproduction, and 2: to prevent sellouts. As soon as you place an order, your products are made and immediately shipped. All of the products listed as pre-order will be marked in their description as a pre-order and will have their specific shipment timelines listed in the product description of the products.
Can I cancel or adjust my order after it is placed?
Unfortunately, order cancellations or changes after checking out are not able to be accepted due to our quick fulfillment process, including pre-order products. As soon as your order is received, the fulfillment process begins.
If you are looking to update your shipping address, please contact your local post office once your tracking information has been received, to have them forward the package to the correct address. We are, respectfully, not responsible for customer input errors and encourage all customers to double check their information before placing their order as the order can not be changed after it is placed, this includes editing quantities, changing sizes, adjusting addresses, adding promo codes, etc.
If your order is returned to us, due to a customer input error, such as incorrect address, please reach out to us at firstname.lastname@example.org.
Will you be restocking?
We try to keep all of our items in stock, but as a growing small business sometimes our most popular items do sell out. We try to restock said items as soon as they come in. The best way to keep up with our restocks is through our socials - we always try to post restock announcements!
What is Navidium Shipping Protection?
Navidium is a package insurance option that can be purchased during checkout to ensure that your package is protected once it leaves our hands. We highly recommend purchasing Navidium with your order to ensure that your package is protected from being damaged, lost or stolen during transit. If you experience any of these with your order, please reach out to email@example.com so that we may start a claim with Navidium for your package.
My order was marked as delivered, but I did not receive it.
Oh no, this is so strange and we apologize for the concern over your package. In this instance we cannot control the package once it leaves our warehouse so we give all customers the option of purchasing Route insurance at checkout. If you purchased Route, please submit a claim here ,and upon approval a replacement package will be sent.
Here are, also, some good next steps, in addition to filing your claim:
- Check the address on the tracking page to ensure it was sent to the right place
- Talk to your local post office
- Talk to your neighbors or concierge
I have an issue with my order, who can I contact?
We are strong believers in amazing customer service! Please contact our customer service team at firstname.lastname@example.org with your name and order number and we will get you taken care of within 48 business hours.