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.
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.
- 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.
- 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.
Delivery
Please click here for more information from our Delivery and Shipping section.
- Where do we deliver?
- Yumidirect.co.uk only ships to addresses in Great Britain and the Republic of Ireland.
- Do you ship outside the UK?
- For shipping outside of the UK and Ireland, please visit our www.yumidirect.com site.
- 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.
Returns
Please click here for detailed information from our Refunds section.
- 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 do I return an item?
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- Activate your RMA returns number by logging into your account on the Yumi homepage.
- 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.
- 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.
- 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.
- 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
- What address should I send the items back to?
- The returns address is: Yumi Direct, 16 Sunbeam Road, Park Royal, London, NW10 6LA
- Can I have an exchange instead of a refund?
- Yes, please state clearly on the packing slip what you would like to exchange for.
- 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.
- 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.
- 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.
- Can I return jewellery?
- For hygiene reasons, we cannot accept returns on earrings unless faulty. The standard returns policy applies for all other jewellery .
