Frequently Asked Questions
Have a look here to see if we can answer your query, if not, please contact our Customer Services team, who will be happy to help.
Please note that if you are ordering from the US or Canada your order will sometimes be subject to import duties. It is the responsibility of the customer to pay such charges and YumiDirect cannot accept responsibility for these.
Orders
Delivery
Returns
Discount Codes
Orders
How do I know if you have received my order?
You will receive an e-mail with your order number and details of your items, which confirms that your order is processing in our system. When your goods have been dispatched to you, we will send you an order dispatch email.
What happens if an item on my order is not available?
If an item you have ordered is unavailable when we come to pick and dispatch it, you will be informed by email that it is out of stock and you will not be charged for that item. We will ship any remaining items that you have ordered.
I did not receive my order. What do I do?
We deliver our orders First Class with Royal Mail. Best case scenario it arrives the next day, but it usually takes 3 to 5 working days to arrive.
Contact us if the order does not arrive within 15 working days and we will refund it as long as our records do not show that it arrived. Is Royal/UK Mail policy to declare a package lost only after 15 working days.
Can I cancel my order or change any details after I have placed my order?
If you need to cancel your order or realise any order details are incorrect once you have completed the order, please contact our Customer Service team on customercare@yumidirect.co.uk or 020 8963 8691, ensuring you include your order number. We will only be able to alter details if we receive communication from you before your order has been sent to the warehouse for processing.
Can I add or remove items from my order after I've placed it?
Unfortunately we cannot edit orders. We can remove an item, but we cannot change the size or the colour of an item. Please ask for a refund and place the order again.
I placed an order, should I have recieved an email?
Yes. When an order is succesfully placed on the site you will receive an email to the account that you registered with. Sometimes this email can take a few minutes to be delviered or can be marked as Spam by your mail provider. If the mail has not arrived after an hour or so and is not in your Spam folder, please get in touch with customer service.
Can I place an order over the phone?
Unfortunately we can't accept orders taken over the phone. To protect customers and prevent fraud your payment must pass through online safety checks such as 3d secure.
Do you have a catalogue that you can send me?
Unfortuntely we do not do a printed catalogue. To be kept up to date with all of the new and forthcoming clothes, please refer to our 'Coming Soon' section or sign up for our newsletter to get all the latest and best deals.
Delivery
Please click here for more information from our Delivery and Shipping section.
Where do we deliver?
Yumidirect.co.uk now ships to addresses in Great Britain, Republic of Ireland, France, Germany, Italy, Canada and the United States.
Do you ship outside the UK?
Yes we do! We're happy to announce that we now cover international orders for Republic of Ireland, France, Germany, Italy, Canada and the United States.
What are your shipping costs to countries outside of the UK?
For all Euro destinations delivery is £9.95
For destinations in the US or Canada delivery is £14.95
Can I pick up my order from your warehouse or store?
Unfortunately it is not possible to pick up orders from our warehouse or stores.
Can someone else sign for my delivery?
Yes, anyone at the specified delivery address can sign for the goods unless the package contains items £120 or more in value. For these we require the signature of the person the package is being shipped to.
Can you deliver to a different address than my billing address?
Yes we can but you must ensure that the billing address you fill in is where your card statements are sent to.
What do I do if my parcel is lost in the post?
If you have not received your order within 15 working days after dispatch, please contact our Customer Service team on customercare@yumidirect.co.uk or 020 8963 8691.
Will Yumi's deliveries be affected by special events?
As Yumi Direct are based in London, we are sometimes affected by seasonal events. During major events, deliveries may take one or two days more than expected to be delivered.
Returns
Please click here for detailed information from our Refunds section.
I want to return an item. How do I proceed?
You can send an item back using the free posting sticker from the packing slip. Please mention on the packing slip the reason of return and as soon as we receive it we will process the refund. Refunds will always be refunded back to your original payment method.
Do I have to pay to return an item?
No, we offer FREE RETURNS on all UK orders, just use the pre-paid returns sticker that is on the packing slip in your order.
How long will it take to get my refund?
Please allow up to 2 weeks for your refund to be processed. Your refund will be credited to the same card with which you made your original purchase.
What address should I send the items back to?
The returns address is: Uttam London, Torque, Martland Park, Challenge Way, WIGAN, WN5 0LD, UNITED KINGDOM
What if I received a faulty item?
If the item you received is faulty, please return the item to the above address, following the procedure as outlined above. Please ensure that you mark the return reason as Faulty on your dispatch note. We can only refund the original delivery charge with this information. Please note we inspect all returns for faults. If an item is found not to be faulty, delivery will not be refunded.
How will I know if you have received my returned parcel?
We strongly recommend that you return your parcel by recorded delivery as this will allow you to track the whereabouts of your parcel online. Once we have received your parcel and processed your items we will send you an email to confirm that it has been returned and the amount refunded to your account.
What if part of my order is missing or I have received the wrong item?
If an item is missing or you have been sent the wrong item, please contact our Customer Service team on customercare@yumidirect.co.uk or 020 8963 8691 quoting your order number and the missing item and they will investigate the matter further. In order for us to deal with your query you must contact us within two weeks of receipt of your order.
I want to return an item but have lost my dispatch note, what do I do?
Don't worry just send back your item within 14 days in its original condition and enclose a piece of paper with the following details on it:
- Your order number (will be on your order confirmation and dispatch emails)
- Item number (will be on the items label)
- The quantity that you are returning
- The return reason
Can I return jewellery?
For hygiene reasons, we cannot accept returns on earrings unless faulty. The standard returns policy applies for all other jewellery.
Can I return an item I bought from you to a Yumi store to you?
Unfortunately you cannot return items purchased from this website to any stores selling Yumi merchandise.
How do I return an item?
Send the item(s) back to us within 2 weeks of receiving the item(s). Include your packing slip with your item(s) stating clearly the reasons for return and any other instructions or details. A refund or exchange will be issued to your account usually within 14 days of your item being received and providing it is in the correct condition. Obtain proof of postage for your items as we have no liability for items that get lost in the post.
What conditions do returns need to be in?
Unless the item is Faulty (please see above) the item needs to be returned unworn and in resaleable condition. If the item is returned with signs of wear or similar Yumi Direct reserve the right to reject the refund.
Do we refund Delivery Charges?
When an item is returned Yumi Direct will not refund the delivery charges. In exceptional cases, such as with faulty items Yumi Direct may refund the delivery charge.
I've lost my delivery note, what do I do?
Don't panic. Just pop us a letter in your parcel with the following information:
Discount Codes
I've got a discount code/special offer, how do I use it?
The discount code works with full price items only. Once you have added the items to your basket, type the code into the discount voucher box and press "apply voucher code". This will apply the discount and update the total.
Can I use discount codes on sale items?
No, our discount codes are only applicable on full price items.
Why does my code only work once?
Discount codes are often 'one use only' and in these cases your code will only work once with an order.
