Where is my order?
When your order has left our warehouse, you will be updated throughout its journey. Please use the tracking link provided in the shipping email for the most up to date status of your order.
My order is showing as delivered, but I haven't received it. What should I do?
If your order has not arrived, please check your tracking details which you can find in your shipping confirmation email. It may be that no one was home when a delivery attempt was made.
In this case you will have to contact the courier company and arrange a new delivery date.
I didn't receive an order confirmation, what should I do?
Please check your junk mail in case the order confirmation has landed in there.
I received a faulty item, what should I do?
If you have received what you believe to be a faulty item, please contact us at firstname.lastname@example.org and provide the following information so we can look into this for you:
- Order number
- A description of the fault
- Pictures of the fault
My parcel arrived damaged, what should I do?
If your parcel has arrived to you in a damaged state, please contact us at email@example.com and provide following information so we can look into this for you:
- Order number
- Pictures of the damaged parcel
- A description of the damage
Can I cancel my order?
You can cancel your order 12 hours before order confirmation, for as long as we have not shipped and fulfilled your order. Contact us directly via live chat or email us at firstname.lastname@example.org, to cancel your order.
RETURNS FOR REFUND OR EXCHANGE
How do I return my order?
Here’s how to make a return:
1. Please send us back the item using a service that provides tracking number, to the following address:
Make sure you clearly mark the package as “RETURN” and include the invoice of your purchase. This is to avoid any import taxes. In case any import taxes occur because you have not marked the package as “RETURN”, you will be asked to pay the import taxes, or the import taxes will be automatically deducted from your refund.
2. Once your return has arrived at our warehouse, our team will check and verify if the items are in their original condition*. This process typically takes 2-4 business days.
3. You will be informed by email upon receipt of your return.
*Please note that if your item does not pass our checks, you will be notified via email and it will be sent back to you at your cost. Take a look at our terms of sale for more details.
What's your return policy?
Returns’ costs are covered by the customer. Please note, all items must be returned from the original shipping country, unworn and with all of the original packaging and tags attached (if any) within 14 days from delivery date. Dust bags, where provided, should be included in your return.
*Please note that if your item does not pass our checks, you will be notified via email and it will be sent back to you at your cost.
Can I exchange my order?
We offer exchanges within 14 days from the delivery date, as long as your item is in its original condition with all of the packaging and tags.
Exchanges are subject to availability of stock and are not guaranteed. If exchange is no longer available in stock, we will process a refund.
Can I claim my taxes and duties back if I return my order?
As taxes and duties are payable to FEDEX/TNT, unfortunately we cannot refund these and we apologise for any inconvenience. We recommend that you contact FEDEX/TNT directly to make a claim.
Will you refund my shipping fees if I make a return?
Your delivery charge will be refunded in some circumstances, for example if your entire order was faulty or incorrect.
I returned my order, why haven't I been refunded yet?
Our teams are working as fast as possible to process returns quickly. Once the refund is processed you will receive an email to update you. The process typically takes 2-4 business days from the day we receive your return at the warehouse.
Please be advised that our business days are Monday to Friday.
If you are still experiencing issues with your refund please reach out to us by email at email@example.com
SHIPPING & DELIVERY
How long does shipping take?
The usual shipping times are as follows:
- United States: 2-4 business days
- Europe: 1-2 business days
- Rest of the world: 2-6 business days
Please note that any delays due to airport strikes, flight cancellations, custom strikes, pandemics etc, are beyond our control.
Where do you ship to?
We are pleased to confirm that we offer worldwide shipping!*
*Please note that we are unable to deliver to some countries and we apologise for any inconvenience caused. We are currently unable to deliver to the countries below:
Afghanistan, Belarus, Canary Islands, Central African Republic, Congo- Brazzaville, Congo-Kinshasa, Hungary, Iran, Iraq, Lebanon, Libya, Mali, Martinique, Myanmar, Niger, North Korea, Russia, Somalia, South Sudan, St. Barths, Sudan, Syria, Ukraine, Venezuela, Yemen and Zimbabwe.
Where do you ship from?
We ship all of our orders from Cyprus, where our warehouse is based.
What couriers do you use?
- United States: FedEX
- Rest of the world: TNT
Can you deliver to a P.O. Box address?
We are currently unable to ship to PO Box and APO addresses.
Courier has requested additional information from me before they can deliver my parcel. What should I do?
Occasionally, couriers will require additional information such as a passport copy, or an updated contact number before they can make a delivery.
Please respond to a courier as soon as possible, to avoid your order being returned back to us. In such a case, we will ask you to pay a new shipping fee in order to send you your order again.
What payment methods do you accept?
You can use any of the payment methods below to place an order:
- American Express
- Apple Pay
My payment was declined, what should I do?
If your payment was declined we recommend that you check the following:
- Check that your card’s details (such as the security code, billing address, expiry date etc.) match what you’ve entered into our system
- Check whether your card has expired
- Try using another card to make the purchase
If you are still having issues placing an order, we recommend contacting your bank directly as they may have another reason to decline or block the payment. Your bank won't share this information with us, so we will be unable to tell you why the payment has been declined.
I was charged an international transaction fee when placing an order, why is this?
As YUME is based in Cyprus, some card providers may charge additional fees to shop with us. Unfortunately, these fees are not made to us so we are unable to refund them. We recommend that you reach out to your card provider for more information.
What materials do you use?
We use 100% linen fabrics. All of our fabrics are from the EU. We use the finest linen fabrics. We stone-wash them in order to reach absolute softness, and shrink to the maximum, so when you wash them you get 0% shrinkage.
Your products are often sold out, when will you restock?
Please be assured we are restocking and receiving new stock regularly.
For updates on future product launches and pre-orders please subscribe to our newsletter and/or follow us on Instagram @yumelabel.designs
Where are your products made?
All of our products are currently made in Europe.
Our warehouse is located in Cyprus which makes the logistics easier and reduces our carbon footprint as a company. As we source our fabrics, natural dyes and technologies globally due to the scarcity, nature and origin of some of these innovations, it was crucial for us to produce everything in one place.
We choose places like Portugal, Italy and Lithuania for the quality of their factories, labour law compliance, and a range of factories with the latest eco certifications. It was also important for us to partner with factories and people who share our ideas and are ready to incorporate the latest and best eco-innovations, technologies and sustainable processes.