Frequently Asked Questions (FAQ)

At the moment YOEK ships to Germany, France, Spain, Italy, United Kingdom, Ireland, Norway, Sweden, Finland, Denmark and Switzerland. Yoek do not ship to the Netherlands, Belgium and Austria. 

See for more selling points worldwide at our Shop Locator.

To process your orders properly, we need your personal details. This is why we request you to register as a customer and create an account. To create an account, simply click on My Account and then 'Create an Account' to fill in your details.

During and after the registration process, you can be assured that your personal details are inaccessible to third parties.

The following benefits through your YOEK account are:

• Proceed through checkout faster when making a purchase

• Check the status of orders

• View past orders

• Make changes to your account information

• Change your password

• Store alternative addresses (for shipping to multiple family members and friends!)

• Request your return or exchange directly from your account

You can only place an order if you are logged in. This way, we always have your personal details, which allows us to process your order and you are able to make your purchase in a secure environment.

You can log in by pressing the Log In button. You will find this button on the right site of the page in the horizontal top navigation bar.

Shopping at YOEK is very easy:

• • Please click on ‘e-Shop’ at the horizontal navigation bar at the top of the page.
• • When you are on the products page and you have found an item, select first the right size, colour and then fill in the quantity. Please click on the 'Add to Shopping Bag’ button underneath each item.
• • Review the items in your shopping bag by clicking the 'My Shopping Bag' link at the top of the page.
• • Click on 'Proceed to Checkout' to complete your order.

If you have forgotten your password, click on My Account and choose for 'Forgot Your Password?'. Please enter your email and we will send you a new password.

Is the colour shown exactly the same colour of the article I order?

The colour of the product you order may vary slightly from that of the article displayed on the website. This is due to the colour reproduction capability of your monitor. The manner in which a monitor reproduces colours depends on the brand and the quality of the monitor. We cannot reproduce the colour exactly.

To find out what size you are, see our Size Guide.

Please feel free to ask our Fashion Advisor if you have questions on sizing and fit.

The stock is maintained as efficiently as possible through our shop system. On occasion, an item may have been sold out but the stock has not immediately been updated. If this happens, we will contact you as soon as possible to discuss the options.

Yes, we deliver each shipment after payment has been received. That applies to partial orders as well.

No, we charge no extra shipping costs for partial orders.

No, unfortunately it is not possible to combine orders or add items to an existing order.

We are unable to redirect orders once your items have been dispatched. Therefore, please ensure you provide a suitable shipping address for the specified delivery times.

After you place your order, you will be sent an email confirming that it has been received.

Your card will only be debited at time of dispatch. In the rare instance that any of the items you have ordered are not available, we will contact you by email and will only charge your card for the value of the items in stock.

If you do not receive a confirmation within seconds of placing your order, the following error may have occurred:

• Your provider may view our automatic mails as spam and delete them, please check your spam folder.
• You made a typing error when entering your email address.

If you do not receive a confirmation, please contact us.

We normally handle your order within one working day, so it is not possible to cancel an order. However, the Distance Selling Contract states that you may return your order up to 14 days after receipt. After 14 days the sale is irrevocable.

Just make sure you request your return within 7 days of receiving your order by fill in the Return and Exchange form at your account. By logging in you can quickly and easily sign your return, please choose for 'Product Returns' and then 'Request a new Product Return'. Without this registration, we cannot accept the return.

If the returned item has been received and checked, the cost of the item, excluding shipping costs, will be refunded as soon as possible, but within no more than 30 days of return shipment. The customer is responsible for the costs of return postage. Make sure that you pay the correct postage. Any underpaid postage costs will be deducted from your refund.

Also take care that the order is in original packaging and unused.

We do not sell used items and will not accept any item with any indication that it was used. In such cases, the item will be returned to the purchaser. YOEK is not responsible for any item that is not returned in the manner set forth above.

Note: YOEK does not accept liability for returned goods. Pack and seal your return securely, in the original package if possible. It is recommended that you ship your return via a forwarder who will provide your package with a tracking number to ensure that it does not get lost.

Payment

We accept Visa, MasterCard, American Express, PayPal and Bank Transfer. As soon as your payment has been accepted by our Payment Service Provider, your order is confirmed. After that you will receive a confirmation of your order via email.

After you place your order, you will be sent an email confirming that it has been received.

Your card will only be debited at time of dispatch. In the rare instance that any of the items you have ordered are not available, we will contact you by email and will only charge your card for the value of the items in stock.

I did not receive a confirmation email

If you do not receive a confirmation within seconds of placing your order, the following error may have occurred:
• Your provider may view our automatic mails as spam and delete them, please check your spam folder.
• You made a typing error when entering your email address.
If you do not receive a confirmation from us, please contact us.

Payment via internet is as secure as internet banking. YOEK uses the same protocols and security measures that banks do.

At YOEK, your personal online security is important to us. We use the latest SSL encryption technology to store and safely transmit your personal and credit card information through our systems. All orders are processed through a secure checkout system. Additionally, for your safety and protection, we will confirm that the billing address you provide matches the address on file with your credit card company.

For additional security, some credit card companies such as Visa and MasterCard have introduced a secure code. This service enhances your existing credit card against unauthorised use of prompting you for a private password every time you make a purchase at YOEK. To use this service, you must first register with the organisation that issued your card.

Is my personal information kept private?

Please be assured that your personal information is kept private and confidential and at no point will we rent or sell this.

To register at YOEK, we will need to know your name, mailing address and email address. When processing your order online we require your billing address, shipping address, telephone number, card number and expiration date or payment data. If necessary, these details may be shared with a credit/debit reference agency to verify your order.

Please note that YOEK may use your contact details to inform you of the latest arrivals and new services via email. If you would prefer not to receive these updates, please inform us.

Click here to read our Privacy Policy in full.

We ask you to fill in the fields of our Return and Exchange form at your account to return products. Please see at 'Product Returns' and then 'Request a new Product Return'. Without this registration, we cannot accept the return.

If the returned item has been received and checked, the cost of the item, excluding shipping costs, will be refunded as soon as possible, but within no more than 30 days of return shipment. The customer is responsible for the costs of return postage. Make sure that you pay the correct postage. Any underpaid postage costs will be deducted from your refund.

See the overview of shipping costs at Shipping and Handling on the website.

No, we charge no extra shipping costs for partial orders.

Yes. You are solely responsible for the costs of the return and shipping. Make sure that you pay the correct postage. Any underpaid postage costs will be deducted from your refund.

Please notify that you may return your order up to 14 days after receipt. After 14 days the sale is irrevocable.

Just make sure you request your return within 7 days of receiving your order by fill in the Return and Exchange form at your account. By logging in you can quickly and easily sign your return, please choose for 'Product Returns' and then 'Request a new Product Return'. Without this registration, we cannot accept the return.

Note: YOEK does not accept liability for returned goods. Pack and seal your return securely, in the original package if possible. It is recommended that you ship your return via a forwarder who will provide your package with a tracking number to ensure that it does not get lost.

Provided you are size exchanging your order for the first time, you pay nothing. If you exchange the article once again or several times, you will be required to pay the shipping costs.

If an item is faulty, of course you do not have to pay for the shipping costs. The return shipping costs will be refunded to you.

As soon as the financial transaction for your order has been successfully completed, we strive to ship your order in one working day. About the status of your shipment, you will receive an email of Yoek.com with a track and trace number, so you can track your package via track & trace. If you have not received the email, please check your junk/spam folder.

See the overview of delivery days at Shipping and Handling on the website.

Yes, of course. You can give another delivery address when you register, such as your work address, family or friends.

No, we are unable to deliver to post office boxes and freight forwarding addresses.

No unfortunately. You may only ship to one address per order.

If your order contains gifts or items that require shipping to multiple locations, you will need to place separate orders for each address.

We are unable to redirect orders once your items have been dispatched. Therefore, please ensure you provide a suitable shipping address for the specified delivery times.

Once your order has been shipped, you will receive email confirmation of your shipping details and a tracking number. So you will be able to view and track the status of your shipment.

All items are insured against theft and accidental damage whilst in transit from YOEK to the shipping address. Once your items have been delivered to the specified delivery address and signed for, they are no longer covered by insurance.

If your box is damaged upon arrival, we recommend that you either refuse the delivery, or make a note when signing for it that you are accepting a damaged box. We appreciate if you can inform us.

Due to the value of the goods, we require proof of delivery for all orders. This means we are unable to authorise packages to be delivered without a signature.

Yes. All articles you order from the e-shop of YOEK are covered by the Distance Selling Contract. You may return your order up to 14 days after receipt. After 14 days the sale is irrevocable.

Just make sure you request your return within 7 days of receiving your order by fill in the Return and Exchange form at your account. By logging in you can quickly and easily sign your return, please choose for 'Product Returns' and then 'Request a new Product Return'. Without this registration, we cannot accept the return.

If the returned item has been received and checked, the cost of the item, excluding shipping costs, will be refunded as soon as possible, but within no more than 30 days of return shipment. The customer is responsible for the costs of return postage. Make sure that you pay the correct postage. Any underpaid postage costs will be deducted from your refund.

The following items cannot be returned:

• Items not in original condition and/or packaging condition.

• Items without the special hangtag.

• Items worn/used.

Also take care that the order is in original packaging.

We do not sell used items and will not accept any item with any indication that it was used. In such cases, the item will be returned to the purchaser. YOEK is not responsible for any item that is not returned in the manner set forth above.

Note: YOEK does not accept liability for returned goods. Pack and seal your return securely, in the original package if possible. It is recommended that you ship your return via a forwarder who will provide your package with a tracking number to ensure that it does not get lost.

Yes, of course. All articles you order from the e-shop of YOEK are covered by the Distance Selling Contract. You may return your order up to 14 days after receipt. However, after 14 days the sale is irrevocable.

Just make sure you request your exchange within 7 days of receiving your order by fill in the Return and Exchange form at your account. By logging in you can quickly and easily sign your exchange, please choose for 'Product Returns' and then 'Request a new Product Return'. Without this registration, we cannot accept the exchange.

If the exchanged item has been received and checked, we will send you a new item as soon as possible, mostly the same day. If the item concerned is not in stock, your exchange order will automatically become a return order. Then the cost of the item, excluding shipping costs, will be refunded as soon as possible, but within no more than 30 days of return shipment. The customer is responsible for the costs of return postage. Make sure that you pay the correct postage. Any underpaid postage costs will be deducted from your refund.

The first size exchange is free (not the colour exchange); unfortunately we charge you for the shipping costs for each subsequent exchange.

The following items cannot be exchanged:

• Items not in original condition and/or packaging condition.

• Items without the special hangtag.

• Items worn/used.

We do not sell used items and will not accept any item with any indication that it was used. In such cases, the item will be returned to the purchaser. YOEK is not responsible for any item that is not returned in the manner set forth above.

Note: YOEK does not accept liability for returned goods. Pack and seal your return securely, in the original package if possible. It is recommended that you ship your return via a forwarder who will provide your package with a tracking number to ensure that it does not get lost.

We ask you to fill in the fields of our Return and Exchange form at your account to return products. Please see at 'Product Returns' and then 'Request a new Product Return'. Without this registration, we cannot accept the return.

If the returned item has been received and checked, the cost of the item, excluding shipping costs, will be refunded as soon as possible, but within no more than 30 days of return shipment. The customer is responsible for the costs of return postage. Make sure that you pay the correct postage. Any underpaid postage costs will be deducted from your refund.

All articles you order from the e-shop of YOEK are covered by the Distance Selling Contract. You may return your order up to 14 days after receipt. After 14 days the sale is irrevocable.

Just make sure you request your return or exhange within 7 days of receiving your order by fill in the Return and Exchange form at your account. By logging in you can quickly and easily sign your return or exchange, please choose for 'Product Returns' and then 'Request a new Product Return'. Without this registration, we cannot accept the return or exchange.

Please note you are solely responsible for the costs of the return and shipping. Make sure that you pay the correct postage. Any underpaid postage costs will be deducted from your refund.

The following items cannot be returned/exchanged:

• Items not in original condition and/or packaging condition.

• Items without the special hangtag.

• Items worn/used.

Also take care that the order is in original packaging.

We do not sell used items and will not accept any item with any indication that it was used. In such cases, the item will be returned to the purchaser. YOEK is not responsible for any item that is not returned in the manner set forth above.

Note: YOEK does not accept liability for returned goods. Pack and seal your return securely, in the original package if possible. It is recommended that you ship your return via a forwarder who will provide your package with a tracking number to ensure that it does not get lost.

Yes. You are solely responsible for the costs of the return and shipping. Make sure that you pay the correct postage. Any underpaid postage costs will be deducted from your refund.

Please notify that you may return your order up to 14 days after receipt. After 14 days the sale is irrevocable.

Just make sure you request your return within 7 days of receiving your order by fill in the Return and Exchange form at your account. By logging in you can quickly and easily sign your return, please choose for 'Product Returns' and then 'Request a new Product Return'. Without this registration, we cannot accept the return.

We do not sell used items and will not accept any item with any indication that it was used. In such cases, the item will be returned to the purchaser. YOEK is not responsible for any item that is not returned in the manner set forth above.

Note: YOEK does not accept liability for returned goods. Pack and seal your return securely, in the original package if possible. It is recommended that you ship your return via a forwarder who will provide your package with a tracking number to ensure that it does not get lost.

Your refund will either be credited to the original purchaser's credit card or payment and will exclude shipping costs. For faulty items we will pay the shipping costs.

Please be aware that it can take up to 30 days for the refund to appear in your account.

When can I expect my refund for returning my order?

If the returned item has been received and checked, the cost of the item will be refunded as soon as possible, but within no more than 30 days of return shipment. We will credit the amount minus shipping costs from which you made the original payment.

Can I exchange a partial order?

Yes, you can exchange an order for another colour or size, provided it is available and in stock and as soon as we receive and accept the goods that you have returned. If the article is not in stock, we regret that it cannot be exchanged.

The first size exchange is free (not the colour exchange); unfortunately we charge you for the shipping costs for each subsequent exchange.

Provided you are size exchanging your order for the first time, you pay nothing. If you exchange the article once again or several times, you will be required to pay the shipping charges.

You can log in by pressing the My Account button.You will find this button on the right site of the page in the horizontal top navigation bar.

Please be assured that your personal information is kept private and confidential and at no point will we rent or sell this.

To register at YOEK, we will need to know your name, mailing address and email address. When processing your order online we require your billing address, shipping address, telephone number, card number and expiration date. If necessary, these details may be shared with a credit/debit reference agency to verify your order.

Please note that YOEK may use your contact details to inform you of the latest arrivals and new services via email. If you would prefer not to receive these updates, please inform us.

To read our Privacy Policy in full, please click here.

Please be assured that your personal information is kept private and confidential and at no point will we rent or sell this.

To register at YOEK, we will need to know your name, mailing address and email address. When processing your order online we require your billing address, shipping address, telephone number, card number and expiration date. If necessary, these details may be shared with a credit/debit reference agency to verify your order.

Please note that YOEK may use your contact details to inform you of the latest arrivals and new services via email. If you would prefer not to receive these updates, please inform us.

To read our Privacy Policy in full, please click here.

Yes, of course. The articles you place on your wishlist will be kept there.

You can add the code in your shopping bag.

Your order will be delivered in a standard luxurious gift box. Gift wrapping is standard at the YOEK e-Shop from € 100,- (excl. shipping costs).

Please note that all styles on sale will be delivered in basic packaging. Unfortunately we are only able to include one box per order.

Every article has a care label including washing instructions.

Yes, you can. Whenever you are logged on to our website, you can select ‘Newsletter Subscriptions’ in your personal data and change it. You can also unsubscribe from the newsletter by clicking on 'click here to unsubscribe' at the bottem of each newsletter.

YOEK, like offline shops, offers seasonal sales. Please see at the button ‘Sale’ at the left navigation bar at our homepage. Please note that YOEK cannot guarantee that its prices will be equivalent or equal to offline boutiques when they go on sale. Also we cannot guarantee that an item will still be available for purchase late in the season.

A cookie is a piece of information that is stored on your computer's hard drive by your web browser which tracks your movements within websites. YOEK uses cookies to keep track of how often you visit our website, the contents of your shopping bag, previous purchases and to deliver content specific to your interests. They are designed to assist your shopping and are therefore nothing to worry about. Most browsers are automatically set up to accept cookies, but usually you can alter the settings of your browser to prevent automatic acceptance. If you choose not to receive cookies, you may still use most of the features of our website, including the ability to purchase items. The use of cookies is an industry standard.

The YOEK website should operate without problems. If an error does occur, or if anything is not clear, please let us know.

Do you have questions or need further assistance, please contact us. We are very happy to help you!