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Frequently Asked Questions (FAQ)

Shopping Online

Which countries does YOEK ships to?

At the moment YOEK ships to Germany, France, Spain, Italy, United Kingdom, Ireland, Norway, Sweden, Finland, Denmark, Belgium, Russia, USA, Monaco, Portugal, Greece, Luxembourg, Australia, Canada, Mexico and Switzerland.

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).
    Select the size(s) and color(s) and add the item(s) to your shopping bag. 
    Then you can choose to continue shopping or 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 and fill in a discount code in case you have one. 
    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: Klarna,  PayPal, Visa, Mastercard, American Express or 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 Guide. Please 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 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 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.

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 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

What payment methods does YOEK accept?

We accept Visa, MasterCard, American Express, PayPal, 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 card payment be deducted?

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.

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 partial orders.

When can I expect to receive my order?

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 Information on the website.

Can I have my order delivered somewhere else?

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

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

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

Does YOEK ship to multiple 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.

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.

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, the United Kingdom 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.

Return address
Yoek webshop 
Venenweg 19
1161 AK Zwanenburg
The Netherlands

May I exchange my order?

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

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.

Others

How can I log in to my account?

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

How can I change my personal information?

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

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 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

Can I save my wishlist?

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

Where can I enter  the Giftcard Code or Promotion Code, if I have one.

You can enter the code in your shopping bag 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 this is sent in an envelope or a box.

How must YOEK goods 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 cancel the YOEK newsletter as well?

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.

Does Yoek have seasonal sales?

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.

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.

Technical problems with the website?

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

Contact?

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

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