Frequently Asked Questions (FAQ)

Shopping Online

 

 

Which countries does YOEK ship to?

At the moment we ship to The Netherlands, Belgium, France, Germany, Austria, Switzerland, Spain, Portugal, Italy, United Kingdom, Ireland, Norway, Sweden, Denmark, Finland, Luxembourg, Monaco, Greece, Russia, USA, Canada, Australia, Mexico and Iceland.

 

 

 

 
How can I shop online at YOEK?

How to shop at yoek.com! Please follow these steps:

1. Choose the item(s) which you would like to purchase (jacket, coat, dress, etc).
    First select the colour(s) and then the size(s) while at the article and add the item(s) to your shopping bag. 
    Then you can choose to continue shopping or to process your order.

2. If you wish to continue shopping, repeat the process but if you wish to process the order, 
    click on ‘proceed to checkout’.

3. Check your order once you are in the shopping bag. 
    Then select your country at ‘shipping to’. Once you have entered the details,
    check that they are correct and click on proceed to checkout.

4. Do you not have an account? You can choose to register as a guest or to create an account. 
    Select your choice and click on ‘continue’. Do you already have an account? Fill in your details and click on ‘login’.

5. If you do not have an account or when you want to shop as a guest, 
    please fill in all of your personal details correctly and click on ‘continue’. If you do have an account 
    please check your details and click on ‘continue’.

6. Confirm your order. Select that you have read and accept the terms and conditions and click on ‘continue’.

7. Select a payment method: Visa, Mastercard, American Express, MisterCash, Sofort Banking, Giropay, Maestro, ING HomePay, KBC/CBC, Belfius, Paypal, Klarna, iDeal and Bank Transfer.

8. The order is placed! Thank you for your order! You will receive an email confirming your order.

 

 
I have forgotten my password, what should I do?

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.

 

 
Which size should I choose?

To find out what size you are, see our Size GuidePlease feel free to ask our Fashion Advisor if you have questions on sizing and fit.

 

 
What happens if I order something that is no longer in stock?

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.

 

 
Can I add items to an existing order?

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

 

 
Can I change my shipping address after my order has been dispatched?

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.

 

 
How will I know YOEK received my order and when will card payment be deducted?

After you place your order, you will receive an email confirming that we have received your order.

When your card will be debited is up to your credit card provider. In the rare instance that any of the items you have ordered are not available, we will contact you by email and we will  refund the amount for the items which were not available.

 

 
Can I cancel an order?

We normally handle your order within one working day. If your order has not been sent yet, please contact us to ask if it is possible to cancel your order.

 

 
I did not receive a confirmation email

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


Payment

What payment methods does YOEK accept?

We accept Visa, Mastercard, American Express, MisterCash, Sofort Banking, Giropay, Maestro, ING HomePay, KBC/CBC, Belfius, Paypal, Klarna, iDeal 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.

 
How will I know YOEK received my order and when will the payment be deducted from my card?

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

When your card will be debited is up to your credit card provider. In the rare instance that any of the items you have ordered are not available, we will contact you by email and we will refund the amount for the items which were not available.

 
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 consider our automatic e-mails as spam and delete them automatically, so please check your spam folder.
• You made a typing error when entering your email address.
If you have not received a confirmation from us, please contact us.

 
Is payment by internet secure?

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

 
Is it safe to use my credit card online at YOEK?

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.


Shipping and Handling

What are the shipping costs?

See the overview of shipping costs at Shipping Information on the website.

 
Do I have to pay the shipping costs for a partial order?

No, we charge no extra shipping costs for orders we have to ship in parts.

 
When can I expect to receive my order?

As soon as the financial transaction of your order has successfully been completed, we strive to ship your order within one working day. You will automatically receive an order confirmation via e-mail and when we ship your order with DHL, you will also receive an e-mail with the tracking code of your shipment (this holds for countries within the EU). In case we ship your order with PostNL (outside the EU), we will not always send you an e-mail with the tracking code, but you can contact us for this code at any time.

See the overview of delivery days at Shipping Information on the website.

 
Can I have my order delivered somewhere else?

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

 
Does YOEK ship to post office boxes or freight forwarding addresses?

No, unfortunately we are not able to deliver our parcels to post office boxes and freight forwarding addresses. The parcel will probably be declined. 

 
Can you ship the items belonging to one order to multiple addresses?

No, unfortunately not. We would like to receive one address per order. 
If your order contains gifts or items that require shipping to multiple locations, we kindly ask you to place separate orders for each address.

 
Can I change my shipping address after my order has been dispatched?

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

 
Can I track my order?

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.

 
Is my package insured?

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.

 
Do I need to sign for my order at delivery?

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.


Return and Exchange

May I return my order?

All articles you have ordered at the e-shop of YOEK are covered by the Distance Selling Contract.
You may return and exchange your order up to 30 days after receipt.

You can return or exchange your items if:
1. The return and exchange form is attached;
2. The items are unworn and the Yoek tags still attached to the item;
3. You paid and used the correct postage.

Shipping costs
Please note you are solely responsible for the shipping costs of the returned items. 
We will only include a shipping label for free returns with parcels within The Netherlands, Belgium, Germany and Ireland. Otherwise, make sure that you pay the correct postage. Any underpaid postage costs will be deducted from your refund.
We will not accept items that have been worn. A worn 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.
Please take care of your proof of shipment. So you can show this by any problems with the returned parcel.

Exchange
Would you like to exchange an item for a different size or color? Mail our customer service returns@yoek.com
If the item is on stock, we will send reservation free of charge upon receipt of your return. The first size exchange is free. 
Would you like to receive a different item? Then place a new order. We will refund the amount of the returned items within
10 days after receiving the parcel.

Exchanges are not possible when ordering from a non-EU country, but you can return your original order and place a new order for your preferred size, colour or item.

Return address
Yoek Webshop 
Venenweg 19
1161 AK Zwanenburg
The Netherlands

 
May I exchange my order?

Yes, of course, but this only holds for orders from EU-countries (so not for non-EU countries among which the UK). All articles you order from the e-shop of YOEK are covered by the Distance Selling Contract. You may return your order up to 30 days after receipt. However, after 30 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 or send us an e-mail.

If the returned 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.

 
How is a returned item refunded?

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.

 
Do I have to pay the shipping costs when returning my order?

Yes. You are solely responsible for the costs of the return and shipping. We will only include a shipping label for free returns with parcels within The Netherlands, Belgium, Germany and Ireland. Otherwise, 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 30 days after receipt. After 30 days the sale is irrevocable.
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.

 
Will I be refunded the full value of my order?

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 exchange is free; unfortunately we will charge you for the shipping costs for each subsequent exchange. Please keep in mind that we only accept requests for exchanges for orders from EU-countries (so not for non-EU countries among which the UK)

 
Does YOEK pay the shipping costs if I exchange my order?

For exchanging sizes you do not have to pay the shipping costs. If you exchange the article once again or several times, you will be required to pay the shipping charges. Please keep in mind that we only accept requests for exchanges for orders from EU-countries (so not for non-EU countries among which the UK)


Others

How can I log in to my account?

You can log in by clicking on the My Account or Login button. You will find this button at the top of the website.

 
How can I change my personal information?

You can log in by pressing the My Account button. Here you can change your personal details

 
Is my personal information kept private?

Please be assured that your personal information is kept private and considered as confidential information. 
To register at YOEK, we will need your name, invoice/delivery address and email address. When processing your online order we require your billing address, shipping address, telephone number, and card number and expiration date when paying with a credit card. 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

 
Can I save my wish list?

Yes, of course. The articles you place on your wishlist will be saved there. Please be aware that the items will not be reserverd or put on hold for you.
In case you have subscribed for a re-stock alert, we cannot guarantee the item will still be available when you want to order the item. Everyone who has subscribed for a re-stock alert, will receive an e-mail, so better be quick. 

 
Where can I enter a Giftcard Code or Promotion Code, if I have one?

You can enter the code in the check-out, and click on 'Apply Coupon'. 

 
What packaging will my order be shipped in?

Your order will be delivered in luxury tissue paper, depending on the size it will be shipped in a small or larger box.

 
How do YOEK garments have to be treated and washed?

Every article has a care label including washing instructions. If you have any questions, please feel free to contact us.

 
Can I unsubscribe from the YOEK newsletter?

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

 
Does Yoek has seasonal sales?

YOEK has, just like physical shops, seasonal sales twice a year. When we have sale, there will be a red 'SALE' button at the top of the page. 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. We also have an online outlet, where you can find exclusive promotions and items from previous collections, the online outlet will be 'open' the entire year. 

 
What are cookies? Should I be worried about them?

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. Click here to read our Cookie Policy.

 
Do you have technical problems with the website?

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

 
Or do you want to get in touch with us?

Do you have questions or do you need further assistance? Please contact us. We will be happy to help you!