FAQ

PURCHASE

Can I get my product personalised?

Yes, some of the products can be personalised for an extra charge. It includes adding the initials, logo, alternative size or colours, etc. Look for information at the products´ descriptions, and contact us for details on hello@yuugen.store, and we'll make it happen. 


What countries do you ship to and how much does it cost?

The majority of our brands are being shipped around Europe; However, if you want a worldwide shipment, just contact us through the contact box or drop us an email on hello@yuugen.store, and we'll do our best to make it happen!


How long does it take to get my order?

It varies on a brand, if you personalise the product, and where it is being shipped to. Please contact us in case of doubts or questions. We´ll get back to you within 24 hours.


What forms of payment do you accept?

We accept debit or credit cards - VISA, MasterCard, AmEx - and Apple Pay.


Can I get a gift receipt?

Unfortunately, we are not offering gift receipts for now; However, in such a case you may like to present our Gift Card instead.


I want to buy a gift card. Do you have them in your offer?

Yes.


I am interested in buying a Gift Card. What is it?

An E-gift Card is a great gift idea as a receiver can spend it on anything they want. The E-gift Card works just like a regular Gift Card, however, it is a digital, and not a physical product. Each Card is given a unique code to apply at the basket when making the purchase. It applies a pre-topped up amount and deducts it from the final amount.  


I want to buy a Gift Card. How can I order it?

Simply go to the Gift Card tab, pick your favourite design and an amount to top up. Then add it to your basket. You will get an email including the E-gift Card and a certificate with a code to use so you can send it to the recipient you choose. If you want the E-card to go straight to its final recipient, just drop us an email on hello@yuugen.store or through the contact box, and we´ll set it up for you! 


I got an E-gift Card. How does it work?

It's worth a specific amount, can be used once and is valid for 1 year from the date of a purchase. It applies to all products and collections on Yuugen platform. It's a great gift idea as a recipient can spend it on anything and whenever they want.

I want to purchase an item but it's out of stock. What can I do?

If it's out of stock, we can add you to the mailing list, and notify when an item is back in stock; However, some of the items are manufactured on demand, so in case it´s out of stock, please email us on hello@yuugen.store. We´ll get back to you within 24 hours, and check if it's possible to manufacture a product you´re interested in.




RETURNS AND EXCHANGES


I want to return a product. Can I do it?

Yes, you can return a product that is unworn and in an original, resellable condition within 14 days. Items worn purely to see whether they fit are not considered worn. We reserve the right to refuse a return due to damage or upon grounds of hygiene.


I want to return a product. How can I do it?

To return a product, simply email us: hello@yuugen.store - we´ll get back to you within 24 hours and assist you from there.


I want to get a refund. How long does it take to get my money back?

It depends on a particular brand. Please email us for details on hello@yuugen.store.


I want to exchange a product. How can I do it?

Yes, you can exchange a product up to 14 days from the date of getting your product. The product needs to be unworn and in an original, resellable condition. Items worn purely to see whether they fit are not considered worn. We reserve the right to refuse a return due to damage or upon grounds of hygiene. 


I want to exchange a product. How can I do it?

To exchange a product, simply get in touch with us and we´ll get back to you within 24 hours and assist you from there.


My product is faulty. What can I do?

Majority of brands give a guarantee on their products, so hopefully it's not a case; However, if it happens, please drop us an email and we'll advise you about the next steps to take. If a product is faulty - you´ll get a refund or exchange (up to your preference) without any additional charge.


I purchased an item with an E-gift Card. Can I refund or exchange it?

Orders paid with an E-Gift Card are exchangeable and refundable. Payment will be refunded back to the Card, and you will be emailed a new unique Purchasing Code. If you want to exchange or refund your order, please contact us for assistance. 




FOR BRANDS


How do you verify a product/brand is following slow fashion ethos?

We choose brands that have the same vision of the future of fashion. We do thorough research before welcoming a brand to Yuugen. A brand needs to follow slow fashion principles and meet at least 1 of our values to work with us. Our values include: local production, vegan friendly, eco fabrics, ethical workplace, fair trade, recycling, handmade, zero waste


I have a slow fashion brand, can I join your marketplace?

We are always open to new brands! Please drop us an email at hello@yuugen.store. We´ll get back to you within 24 hours, lead you through the application process, and hopefully see you on board. 


Does my brand need to have a website to join the marketplace?

No, you don't need to have a website to join us.


Are there any fees to join?

For now, there are no fees to join, so contact us for details on how to join us! There´s no risk to try it out and see how well the cooperation goes!



OTHER


I want to unsubscribe from the mailing list. How can I do it?

Simply hit the unsubscribe button at the bottom of the newsletter, and it's done! If you have any doubts or problems, get in touch with us on hello@yuugen.store, and we´ll sort it out for you!


My question is not covered in the FAQ. What can I do?

Any other questions? Want to give us feedback? Please drop us an email on hello@yuugen.store, or contact us through our contact page (activate link). 

We are always happy to hear from you!