FAQ's
UPDATE ON COVID-19:
**Please note that there are currently delays in shipping and customs due to COVID-19.
Orders will be shipped within 24 hours of order placement. Please allow 7-25 business days for delivery depending on location.
Due to the current situation, customs is very strict in processing packages. This may also cause further delays beyond our control.
We will do our best to minimize the delay and reduce your problems. We would like to thank you for your patience during this time.
Please do not hesitate to contact us if you have any problems.
INSTRUCTIONS:
HOW CAN I PAY?
We accept Visa, Visa Debit, MasterCard and American Express. We also accept PayPal, Klarna and prepaid debit cards.
IS IT SAFE TO ORDER ONLINE?
Yes, of course! We are members of "Verified by Visa" and "Secure by Mastercard" which provide additional security when using your cards online. We use industry standard encryption systems for potentially sensitive information such as your name, address, and other critical data such as your credit or debit card information. Information sent between your computer and our website cannot be read by anyone else.
*If you are concerned that an order will not be delivered safely to your home, you can place your order with peace of mind by purchasing our Delivery Guarantee at checkout.
If you choose our insured shipping, you can rest assured that your order will arrive safely, otherwise it's up to us! Don't worry about the goods arriving damaged due to improper handling during shipping. Order with confidence that your order will arrive in perfect condition. You are 100% covered! Youstella will place a new order if your package is reported lost or damaged in transit or items are missing.
HOW DO I KNOW YOU HAVE RECEIVED MY ORDER?
Once you have placed your order, you will be directed to an order confirmation with the details of your order. This information will also be emailed to you, but it may take up to 30 minutes to arrive. Once our warehouse team has processed your order, you will receive a second email to let you know that your order has shipped. If an email does not appear to have arrived, please check your spam folder.
CAN I MAKE CHANGES TO MY ORDER?
Unfortunately, once you place your order, our warehouse team has already started processing it (we move fast)! So we are unable to make any changes.
CAN I TRACK MY ORDER?
Once you receive your delivery email, you can check the status of your order at any time.
CAN I CANCEL MY ORDER?
Unfortunately, once you place your order, our warehouse team has already started processing it (we are fast)! So we are not able to make any changes.
WHAT SHOULD I DO IF I RECEIVE A FAULTY OR DEFECTIVE ITEM?
We are sorry to hear that! Please contact us within 28 days of receiving your goods via our email support@youstella.com with your order number. Our customer service team will take care of it as soon as possible!
CAN I EXCHANGE AN ITEM?
Yes! If you have received your item and are not happy with the fit and size, you can contact our customer service team via email at support@youstella.com to arrange an exchange or exchange for store credit.
SALES:
WHERE DO YOU SHIP?
We ship worldwide.
HOW LONG DOES IT TAKE TO SHIP?
Usually 6-12 business days.
WHAT HAPPENS IF I AM NOT AT HOME WHEN MY PACKAGE IS DELIVERED?
If there is a safe place on the property, the shipping company can leave the package there. The shipping company will leave a card stating that they attempted to deliver the package and will give you information about where the package was sent and how to contact the company to reschedule delivery or get information about where you can pick up your package.
IS A SIGNATURE REQUIRED FOR MY DELIVERY?
If you are home, a signature is required at the time of delivery. If no one is home to receive the package, our delivery agents may attempt to leave it in a secure location. You may receive a card to inform you of this or to confirm that the package has been returned to the local depot. You can then contact the courier to arrange pickup or reschedule the delivery date to better suit you.
CAN I SEND TO AN ADDRESS OTHER THAN MY BILLING ADDRESS?
Yes, of course! You can have your package sent to a different address. Please contact us within 24 hours so we can change the address before we ship the product! If you choose to have your package delivered at your place of work, always include the name of the company or organization and the name of the contact person in the address field to ensure your package is delivered correctly.
WHAT HAPPENS IF MY PACKAGE DOES NOT ARRIVE?
We ask that you wait up to 4 days after the promised delivery date for your package in the event of a delivery delay. We always do our best to get your package to you as soon as possible. If you still have not received your order after this time, please contact us with your order number and we will investigate the matter for you.
RETURNS:
For more information on exchanging your packages, please see our return policy.
DUTY:
If you have received an item that has been shipped from outside the UK, EU or other countries, a customs charge may apply. Please note that customs duties may be charged when the package is delivered. These must be paid at the post office. The buyer is responsible for paying the customs fees. For more information, please contact your local postal authority.
GENERAL:
DO YOU HAVE A BUSINESS?
- Since we are an online-only retailer, we do not have a retail store.
CAN I ORDER AN ITEM IN ADVANCE?
- Unfortunately, due to the exclusive and fast-moving nature of our offerings, you cannot pre-order anything at this time.
HOW CAN I CONTACT YOU?
- support@youstella.com
TECHNOLOGY:
I FORGOT MY PASSWORD, WHAT SHOULD I DO?
Don't worry if you have forgotten your password! Just click on the "Forgot Password" link next to the login button and follow the instructions. Do not hesitate to contact us if you continue to have problems.
HOW CAN I CHANGE MY E-MAIL ADDRESS?
For customer account security reasons, we do not allow you to change your email address. If you wish to use a different email address, please create a new account.
HOW CAN I UNSUBSCRIBE?
Click the "Unsubscribe" button at the bottom of the email newsletter.