FAQ

Below you'll find a comprehensive guide to help you with your inquiries. Click on any topic to navigate directly to the section of your interest.

Frequently Asked Questions About

YVOLLO

Who is Yvollo?

Yvollo is a luxury eyewear retailer based in Spain, offering a curated selection of authentic designer eyewear and sunglasses. We are dedicated to providing exceptional customer experiences and are committed to sustainability, quality, and exclusivity. Yvollo stands for more than just eyewear—it’s a lifestyle.

What makes Yvollo unique?

At Yvollo, we blend luxury with accessibility. Our collection features the finest eyewear from renowned designers, backed by our authenticity guarantee. We also prioritize sustainability and customer satisfaction, offering eco-conscious packaging and a seamless shopping experience.

Where is Yvollo based?

Yvollo operates from Spain and adheres to Spanish and European Union regulations. All transactions are processed under the highest standards of quality and security.

Does Yvollo offer exclusive collections?

Yes, Yvollo frequently collaborates with designers to bring you exclusive collections and limited-edition eyewear. Subscribe to our newsletter or follow us on social media to stay updated on our latest releases.

Is Yvollo committed to sustainability?

Absolutely. Sustainability is at the core of Yvollo’s mission. From eco-friendly packaging to responsible sourcing and recycling programs, we are dedicated to minimizing our environmental footprint. For more information, visit our Sustainability page.

How can I stay updated on Yvollo’s new arrivals and offers?

You can subscribe to our newsletter or follow us on Instagram, Facebook, TikTok, Pinterest and X to stay informed about new collections, exclusive offers, and events.

Can I collaborate with Yvollo as an influencer or partner?

We’re always open to partnerships that align with our values. If you’re interested, please contact our team at hello@yvollo.com with your proposal.

What is Yvollo’s authenticity guarantee?

Every product sold by Yvollo is 100% authentic, sourced directly from trusted brand partners and manufacturers. We stand by our commitment to quality and transparency.

Does Yvollo have a loyalty program?

Currently, we do not have a loyalty program, but we’re exploring ways to reward our valued customers. Stay tuned for future updates.

Does Yvollo offer corporate gifting options?

Yes! If you’re looking for corporate gifting solutions, we can customize packages for your team or clients. Contact us at hello@yvollo.com for more details.

Frequently Asked Questions About

Customer Service

How can I contact Customer Service?

You can reach our Customer Service team through the following channels:

1. Live Chat with Yvo, Our Virtual Assistant

  • Available 24/7 for instant responses to your inquiries.
  • Yvo is designed to assist you with quick and accurate answers, providing a seamless experience at any time of the day.

2. Specialized Human Support

  • Available Monday to Friday, 9:00 a.m. to 5:00 p.m. (GMT+1).
  • For complex issues that require personalized assistance, our specialized team is here to help.

3. Email

4. Contact Form

We strive to respond to all inquiries requiring human support within 24 working hours.

What are the Customer Service hours?

Our virtual assistant, Yvo, is available 24/7 via chat to provide immediate answers to most inquiries.

For specialized human support:

  • Monday to Friday: 9:00 a.m. to 5:00 p.m. (GMT+1).

Outside of these hours, Yvo is here to assist, or you can consult our FAQs for detailed information.

Can I get help outside Customer Service hours?

While our human Customer Service team operates Monday to Friday, our virtual assistant Yvo is available 24/7 to help with general inquiries, order tracking, and frequently asked questions.

What should I include in my email or contact form?

To help us assist you faster, please include:

  • Your name and contact information.
  • Order number: (if applicable, e.g., #EU123456YV).
  • A detailed description of your question or issue.
  • Any attachments (e.g., photos of damaged items, if relevant).

How long does it take to receive a response?

For most inquiries, Yvo, our virtual assistant, provides immediate answers, ensuring your questions are addressed promptly, 24/7.

For matters that require specialized human assistance, we aim to respond within 24 working hours. During busy periods, response times may be slightly longer, but we always prioritize urgent requests to ensure a smooth resolution.

What if I have a complaint?

If you’re not satisfied with your experience, we’re here to make it right. Please contact us through any of the methods listed above, and our team will address your concerns promptly.

What if I have a complaint?Can I request a callback?

Currently, Yvollo does not offer a callback service. However, our email and live chat options are efficient, and we strive to resolve your issues as quickly as possible.

What languages does Customer Service support?

Our virtual assistant, Yvo, provides native support in all languages, ensuring immediate assistance regardless of your preferred language.

For human support:

  • Email and Chat: We accommodate all languages with translation support.
  • Voice Assistance: Available in English, Spanish, and Portuguese.

No matter your language, we strive to deliver a seamless and personalized experience.

Can I track my order through Customer Service?

Absolutely! Our Customer Service team or Yvo, our virtual assistant, can help you track your order. Provide your order number, and we’ll give you real-time updates.

How can I provide feedback about Customer Service?

We value your feedback! Please email your suggestions or comments to hello@yvollo.com, or use the feedback form on our Customer Service page. Your input helps us improve and deliver exceptional service.

Frequently Asked Questions About

Our Guarantee

What kind of guarantee does Yvollo offer?

At Yvollo™, we are committed to delivering excellence. Our comprehensive guarantee includes:

  • Product Authenticity: All items are 100% authentic, sourced from trusted brand partners and original manufacturers.
  • Satisfaction Guarantee: If you’re not fully satisfied, return your order within 30 days for a refund or exchange.
  • Secure Payments: All transactions are SSL-encrypted for maximum security.
  • Timely Delivery: We strive to meet or exceed your delivery expectations, with tracking for all shipments.
  • Dedicated Support: Our Customer Service team is here to assist you with any concerns.

For more information, visit our Guarantee page.

Are all products on Yvollo authentic?

Yes, absolutely! Yvollo™ guarantees that every product sold is 100% authentic. We only source items directly from trusted partners, ensuring the highest standards of quality and genuineness. For additional assurance, visit our Product Authenticity page.

What is the 30-day satisfaction guarantee?

Our 30-day satisfaction guarantee ensures that if you’re not completely satisfied with your purchase, you can return the item within 30 days for a refund or exchange. For full details, please refer to our Returns & Refunds page.

How does the 30-day satisfaction guarantee work?

If you’re not satisfied with your purchase, follow these steps to make a return:

  1. Contact our Customer Service team within 30 days of receiving your order to request a return.
  2. Ship the item back in its original condition with all packaging and tags intact.
  3. Choose between a refund or an exchange. Refunds will be processed to your original payment method, or you can opt for store credit or a gift card.

For full instructions, visit our Returns & Refunds page.

How secure is payment processing on Yvollo?

All transactions on Yvollo are protected with SSL encryption, ensuring your payment information remains private and secure. Additionally, we use trusted payment gateways that comply with industry security standards, providing a seamless and safe checkout experience. Learn more on our Guarantee page.

What payment methods are secure on Yvollo?

Yvollo accepts several trusted payment methods, including:

  • Major credit and debit cards (Visa, Mastercard, American Express)
  • PayPal
  • Apple Pay and Google Pay
  • Klarna and UnionPay

Each payment is processed through encrypted channels, ensuring your data remains secure. For more information, visit our Guarantee page.

Frequently Asked Questions About

Product Authenticity

Are all Yvollo products authentic?

Absolutely! At Yvollo™, we guarantee that every product we sell is 100% authentic. All items are sourced directly from our trusted brand partners and original manufacturers, ensuring you receive genuine luxury eyewear of the highest quality. For more details, visit our Product Authenticity page.

How can I be sure the products are genuine?

We maintain close relationships with the designers and brands we feature, sourcing all items directly from authorized channels. Each product comes with our 100% authenticity guarantee, giving you complete confidence in your purchase. For further peace of mind, many of our items include authenticity cards or certificates issued by the manufacturer.

Do you offer proof of authenticity?

Yes, many of our products include manufacturer-issued authenticity cards or certificates. These serve as an additional guarantee of the product’s origin and quality. If you have any questions about a specific item, feel free to contact our Customer Service team for more details.

What measures do you take to ensure product authenticity?

We go to great lengths to ensure every product we sell meets the highest standards of authenticity by:

  • Sourcing exclusively from authorized dealers and official brand channels.
  • Establishing direct partnerships with designers and manufacturers.
  • Conducting rigorous quality checks for all items before they are shipped to you.

This meticulous process allows us to confidently stand behind the authenticity of every product.

What brands do you carry?

Yvollo™ curates a diverse selection of luxury eyewear from globally renowned designers and premium brands. Our collection is carefully chosen to reflect the elegance and sophistication our customers expect. For specific brand inquiries, feel free to browse our website or contact our Customer Service team.

Can I return a product if I'm not satisfied with its authenticity?

Absolutely. If you ever have concerns about the authenticity of a product, we encourage you to contact us immediately. Your trust and satisfaction are our top priorities, and we will gladly guide you through our return process if necessary.

What should I do if I have concerns about a product's authenticity?

If you have any doubts about a product’s authenticity, please don’t hesitate to reach out to our Customer Service team. We are here to address any concerns and ensure that you are completely confident in your purchase. Your satisfaction is our guarantee.

What should I do if I receive a damaged or counterfeit item?

In the rare instance that an item arrives damaged or does not meet our authenticity standards, please contact our Customer Service team immediately. We will assess the situation and work diligently to resolve the issue, whether that means providing a replacement, issuing a refund, or taking other necessary steps.

How do I care for my designer eyewear?

To maintain the quality and longevity of your designer eyewear, follow these tips:

  • Always use the cleaning cloth provided with your eyewear to remove smudges and dust.
  • Store your eyewear in its protective case when not in use to avoid scratches or damage.
  • Avoid exposing your glasses to extreme temperatures or prolonged sunlight to preserve their materials and coatings.
  • Refrain from placing them face-down on surfaces to prevent lens scratches.

Frequently Asked Questions About

Two-Year Warranty

What is the duration of the warranty for Yvollo products?

All Yvollo™ products come with a 2-year warranty, starting from the date of delivery. This warranty ensures that you can shop with confidence, knowing your purchase is protected against manufacturing defects. For more details, visit our 2-Year Warranty page.

What does the warranty cover?

The warranty covers:

  • Manufacturing defects in materials or workmanship.
  • Functional issues unrelated to misuse, normal wear, or accidental damage.

However, the warranty does not cover:

  • Normal wear and tear.
  • Damage caused by improper use, accidents, or unauthorized modifications.
  • Loss or theft of the product.

For more details, visit our 2-Year Warranty page.

How can I request a replacement or refund for a defective product?

If you encounter a defect, follow these steps to initiate a claim under our 2-Year Warranty:

1. Contact Customer Service: Reach out to us via chat or email at hello@yvollo.com.

2. Provide Necessary Details: Include:

  • Proof of purchase (order number or receipt).
  • A detailed description of the issue.
  • Photographs clearly showing the defect.

3. Assessment: Our team will review your case and guide you through the process to ensure your claim is handled smoothly.

For full details, visit our 2-Year Warranty page.

What if the product shows signs of use or wear?

Products showing signs of unjustified use or wear may:

  • Have their refund value adjusted accordingly.
  • Be deemed ineligible for a refund, depending on the extent of the use or damage.

For more details, visit our 2-Year Warranty page.

What happens if I return a product without the original packaging?

Products returned without the original packaging may:

  • Incur a deduction of up to 50% from their refundable value, as the absence of original packaging impacts the product's resale value.

To avoid deductions, ensure that all returns include the original packaging and any accessories received with the product. For more details, visit our 2-Year Warranty page.

How can I contact Customer Service?

You can contact our Customer Service team for assistance with warranty claims or any questions by:

  • Chat: Access our real-time chat service for instant support.
  • Email: Write to us at hello@yvollo.com.

For more details, visit our 2-Year Warranty page.

Frequently Asked Questions About

Shipping Protection

What is Shipping Protection?

Shipping Protection is an optional service offered by Yvollo to safeguard your purchase against issues during shipping, such as:

  • Loss: If your package doesn’t arrive at the intended destination.
  • Damage: If your items are damaged during transit.
  • Theft: If your package is stolen before reaching you.

This service provides peace of mind, ensuring quick assistance, reimbursement, or replacement if any delivery issues occur. For further details, visit our Shipping Protection page.

How does Shipping Protection work?

If an issue arises, you can file a claim with our Customer Service team. Here's how it works:

  1. Identify the problem (lost, stolen, or damaged package).
  2. Submit your claim with the required details (e.g., photos for damaged items).
  3. Once the claim is approved, you’ll receive a replacement or reimbursement.

This process is designed to be hassle-free and efficient, ensuring a smooth resolution.

Is Shipping Protection worth it?

Absolutely! Shipping Protection offers:

  • Financial security: Coverage for lost, damaged, or stolen packages.
  • Peace of mind: Know your order is protected during transit.
  • Simple claims process: Quick resolutions, often within minutes.

When does Shipping Protection start and end?

Protection starts when your order is shipped and ends when it is either:

  • Delivered in perfect condition.
  • Confirmed lost, stolen, or damaged and resolved through a claim.

Important: Claims must be filed within 30 days of delivery. Damages occurring after delivery are not covered.

What does Shipping Protection cover?

Shipping Protection includes:

  • Lost items during transit.
  • Stolen packages after shipping but before delivery.
  • Damaged items, with visible harm caused during shipping.

Certain exclusions apply, such as free samples, digital products, or high-value packages above $10,000 USD.

What isn’t covered by Shipping Protection?

The following are not eligible for Shipping Protection:

  • Items with no monetary value (e.g., free samples).
  • Pre-order or backordered items.
  • Packages shipped to or from unsupported countries.
  • Fraudulent or high-risk claims identified by Yvollo.

For a complete list, please refer to our Shipping Protection page.

How do I file a claim?

Follow these steps to file a claim:

  • Contact Customer Service: Reach out via email, chat, or our Submit a Request page.
  • Provide Details: Include information such as:
  1. Your name and email address.
  2. Order number (e.g., #EU123456YV).
  3. Photos of the damaged item or packaging (if applicable).
  • Wait for Resolution: Most claims are resolved quickly, often within minutes.

What happens if my package is lost, damaged, or stolen?

Once your claim is approved:

  • Lost/Stolen Packages: Receive a gift card for the product’s value (including shipping and taxes) to place a new order.
  • Damaged Packages: Depending on the extent of the damage, you may receive:
  1. A partial or full refund via gift card.
  2. A replacement product.

Can I cancel Shipping Protection?

  • If your order hasn’t shipped, contact Customer Service to cancel Shipping Protection.
  • Once the order is shipped, the protection cannot be canceled.

Why do I have to pay for Shipping Protection?

Shipping Protection is an optional service that offers added security, ensuring prompt resolutions to delivery-related issues. While optional, it provides valuable peace of mind for your purchases.

How much does Shipping Protection cost?

The cost of Shipping Protection depends on the order value and will be displayed during checkout.

Can I transfer Shipping Protection to another item?

No, Shipping Protection applies only to items covered at the time of purchase. To add protection to a new order, contact Customer Service before the order ships.

What do I need to file a claim?

Prepare the following information for a smooth claims process:

  • Order Details: Name, email, and order number.
  • Photos:
  1. For damaged items: Clear images of the damage, the item in full, and the packaging.
  2. For lost or stolen items: Provide additional details as required.

Why might a claim be denied?

Claims may be denied for reasons including:

  • Incorrect or incomplete shipping address provided by the customer.
  • Refused deliveries or unclaimed packages.
  • Fraudulent claims or high-risk scenarios flagged by Yvollo.

Frequently Asked Questions About

Sustainability

How does Yvollo select sustainable partners and suppliers?

We carefully choose partners and suppliers who align with our commitment to sustainability, ethical sourcing, and responsible business practices. Our selection process emphasizes:

  • Transparency: Ensuring all partners provide clear and verifiable data about their sourcing and manufacturing practices.
  • Accountability: Collaborating with suppliers who uphold high environmental and social responsibility standards.
  • Certifications: Favoring partners with recognized sustainability certifications to guarantee eco-friendly operations.

By partnering with like-minded organizations, we strive to support a more sustainable fashion industry.

What are Yvollo's goals for reducing emissions?

Yvollo is committed to minimizing our carbon footprint through:

  • Eco-friendly logistics: Optimizing shipping methods and reducing unnecessary transport emissions.
  • Sustainable packaging: Using recyclable, biodegradable, or reusable materials to package orders.
  • Green energy initiatives: Partnering with facilities that utilize renewable energy in production.
  • Carbon offset programs: Investing in projects that neutralize emissions from our operations.

We continuously evaluate and improve our processes to contribute to a healthier planet.

How can I identify sustainable products at Yvollo?

We make it easy for you to shop consciously by:

  • Marking sustainable items: Look for badges or icons on product pages that highlight eco-friendly and responsibly made items.
  • Detailed descriptions: Each product page includes information about the materials, sourcing, and sustainability practices involved.
  • Transparency: Sharing the certifications or initiatives associated with specific products to help you make informed decisions.

What sustainable practices does Yvollo adopt in its operations?

Yvollo integrates sustainability into all aspects of its operations by:

  • Reducing waste through efficient inventory management.
  • Encouraging responsible returns to minimize environmental impact.
  • Supporting charitable causes by donating unclaimed or unsellable items to organizations in need.
  • Offering tools and resources to help customers make sustainable choices.

Does Yvollo offer recycling programs?

Yes! Through our Recycle Your Frames program, we encourage customers to send back old or damaged eyewear for recycling. This initiative helps reduce waste and gives new life to used materials.

What is Yvollo's commitment to eco-friendly packaging?

We use packaging made from recyclable or biodegradable materials. Our goal is to minimize waste while ensuring your orders are delivered safely and in excellent condition.

How does Yvollo educate customers about sustainability?

Yvollo is dedicated to empowering customers with knowledge through:

  • Product transparency: Clear and detailed descriptions of sustainability practices on our website.
  • Content: Blog posts, newsletters, and social media updates focused on sustainable fashion and conscious living.
  • Support team: Our Customer Service is ready to answer any questions about sustainability practices or initiatives.

How can I support Yvollo's sustainability efforts?

You can contribute by:

  • Making mindful purchases to reduce unnecessary returns.
  • Recycling or reusing packaging materials.
  • Participating in our Recycle Your Frames program.
  • Supporting our sustainable product lines and eco-friendly initiatives.

Does Yvollo participate in any charitable initiatives?

Yes! Yvollo donates unsellable or unclaimed items to charities to support communities in need while minimizing waste.

What are Yvollo’s future sustainability goals?

Yvollo is committed to continuous improvement in sustainability through:

  • Expanding sustainable product offerings.
  • Collaborating with more eco-conscious brands and partners.
  • Achieving carbon neutrality across all operations by 2030.

Frequently Asked Questions About

Our Community

How can I get involved with the Yvollo community?

Joining the Yvollo community is simple and rewarding:

  • Follow Us on Social Media: Stay updated by following us on platforms like Instagram, Facebook, TikTok, Pinterest, Youtube, X and LinkedIn.
  • Engage With Our Content: Like, comment, and share your favorite posts to interact with us and other Yvollo enthusiasts.
  • Share Your Style: Use the hashtag #YvolloStyle when posting your Yvollo eyewear looks to be featured in our community highlights.
  • Community Page: Explore our Community Page for insights into upcoming events, exclusive content, and ways to connect.

Are there any exclusive events for community members?

Yes! As a valued part of the Yvollo community, you may receive invitations to:

  • Exclusive Events: Attend private product launches, fashion showcases, and styling sessions.
  • Promotions: Enjoy early access to seasonal sales and limited-edition releases.
  • Sneak Peeks: Be the first to preview new collections before they’re available to the public.

Stay tuned for event details via our Community Page and newsletters.

What are the benefits of being part of the Yvollo community?

Joining the Yvollo community connects you to a world of exclusive perks, such as:

  • Access to Special Offers: Receive member-only discounts and promotions.
  • Insider News: Be the first to know about new arrivals, upcoming sales, and brand updates.
  • Connection With Like-Minded Enthusiasts: Share your style and get inspired by others in the Yvollo family.
  • Participation in Campaigns: Take part in exciting campaigns like #YvolloStyle to showcase your unique look.

How can I feature my style in Yvollo campaigns?

We love celebrating our community's unique style! To be featured:

  • Post your photos wearing Yvollo eyewear on Instagram or Facebook.
  • Use the hashtag #YvolloStyle in your caption.
  • Tag @YvolloStyle to increase visibility.

Selected entries may be highlighted on our website, social media, or newsletters.

What are Yvollo campaigns, and how can I participate?

Yvollo campaigns are interactive initiatives designed to engage and celebrate our community. Examples include:

  • Style Showcases: Share your look for a chance to be featured.
  • Giveaways: Participate in social media contests for exclusive prizes.
  • Surveys and Feedback: Contribute your opinions on upcoming products or designs.

To participate, follow us on social media and subscribe to our newsletter for campaign announcements.

Can I connect with other Yvollo community members?

Absolutely! Here’s how:

  • Social Media Groups: Join discussions and engage with fellow enthusiasts on our social media platforms.
  • Community Features: Share your photos with #YvolloStyle to connect with others who share your passion for luxury eyewear.
  • Live Events: Attend exclusive Yvollo events to meet other community members in person.

Are there benefits for loyal Yvollo customers?

Yes, we value our loyal customers and reward them with:

  • Exclusive Discounts: Access special promotions available only to returning customers.
  • Early Access to Sales: Get notified about upcoming sales before the general public.
  • Invitations to VIP Events: Enjoy private styling sessions and previews of upcoming collections.

Can I provide feedback to help improve the Yvollo experience?

We’d love to hear from you! Share your thoughts and suggestions through:

  • Customer Surveys: Participate in occasional feedback surveys sent via email.
  • Direct Contact: Reach out to our Customer Service team with your ideas and comments.

Your feedback is invaluable in helping us improve and grow.

How can I stay informed about Yvollo community updates?

Stay connected by:

  • Subscribing to Our Newsletter: Receive weekly updates on events, promotions, and more.
  • Following Us on Social Media: Keep up with the latest news, trends, and community highlights.
  • Checking Our Website: Visit the Community Page for ongoing updates and features.

What makes being part of the Yvollo community special?

As part of our community, you gain:

  • Access to a Supportive Network: Engage with like-minded individuals who share a passion for luxury eyewear.
  • Opportunities to Shine: Showcase your style and creativity in our campaigns.
  • Exclusive Experiences: Enjoy invitations to events and early access to products.

Frequently Asked Questions About

Newsletters

How can I subscribe to the Yvollo newsletter?

Subscribing to our newsletter is quick and easy:

  1. Visit Our Website: Scroll to the bottom of our homepage and find the newsletter subscription section.
  2. Enter Your Email: Type your email address into the field provided.
  3. Click "Subscribe": Once subscribed, you'll start receiving updates on exclusive offers, new arrivals, and style tips directly in your inbox.

Alternatively, you can register by clicking "SIGN UP" at the bottom of our homepage. You'll be redirected to a form to fill in your name, date of birth, preferred language, and country. Complete the process by clicking "SIGN UP HERE".

How can I unsubscribe from the Yvollo newsletter?

Unsubscribing is simple:

  • Click the "unsubscribe" link at the bottom of any newsletter you’ve received from us.
  • Alternatively, you can contact our Customer Service team to remove your email from our list.

Is there any benefit to subscribing to the newsletter?

Absolutely! By subscribing to the Yvollo newsletter, you’ll enjoy:

  • Early access to exclusive sales and new collections.
  • Special offers and promotions reserved for our subscribers.
  • Updates on the latest trends, style tips, and Yvollo community events.

What type of content can I expect in the Yvollo newsletter?

Our newsletters are curated to bring value to your inbox, including:

  • Announcements about new arrivals and limited-edition releases.
  • Exclusive promotions and discount codes.
  • Fashion inspiration, styling tips, and trends.
  • Invitations to Yvollo™ events and behind-the-scenes stories.

Is there a cost to subscribe to the Yvollo newsletter?

No, subscribing to our newsletter is completely free!

How often will I receive the newsletter?

You can expect to receive our newsletter weekly. During special events, product launches, or exclusive sales, we may send additional updates to keep you informed.

Can I change my email preferences for the newsletter?

Yes, you can update your email preferences at any time:

  • Follow the link in the footer of any newsletter to adjust your subscription settings.
  • Alternatively, contact our Customer Service team for assistance in managing your preferences.

What should I do if I don’t receive the newsletter?

If you're not receiving our newsletters:

  • Check your spam or junk folder. Sometimes emails are filtered incorrectly.
  • Ensure the email address provided is correct and resubscribe if necessary.
  • If the issue persists, contact our Customer Service team for further assistance.

Will my email address be shared with third parties?

No, your privacy is our priority. Yvollo™ does not share or sell your email address to third parties without your explicit consent.

What makes being a Yvollo newsletter subscriber special?

As part of the Yvollo community, our subscribers enjoy:

  • VIP access to new collections and exclusive product launches.
  • Personalized content tailored to your preferences.
  • Invitations to Yvollo events and early access to special promotions.

How can I provide feedback on the newsletter?

We’d love to hear your thoughts! If you have suggestions or feedback to help improve our newsletters, please contact our Customer Service team. Your input is invaluable in helping us create content you’ll love.

Frequently Asked Questions About

Product Care

How should I clean my eyewear?

To clean your eyewear, use the microfiber cleaning cloth provided with your purchase. For deeper cleaning, rinse your lenses under lukewarm water and apply a gentle lens cleaner. Avoid using abrasive materials or household cleaners, as they may damage the lenses or frames.

Can I repair a broken frame or lens?

If your eyewear is damaged, contact our Customer Service team for assistance. Depending on the issue, we may be able to guide you through repair options under our warranty or recommend trusted repair services.

How should I store my eyewear?

Always store your eyewear in the protective case provided to prevent scratches and damage. Avoid exposing them to extreme temperatures, as this can warp frames or damage lenses.

How do I prevent scratches on my lenses?

To prevent scratches, never place your eyewear face down on any surface. Use the microfiber cloth provided for cleaning, and avoid wiping lenses with clothing or paper towels.

Can I use any cleaner on my lenses?

We recommend using lens cleaners specifically designed for eyewear. Harsh chemicals or alcohol-based cleaners may damage lens coatings.

What should I do if my eyewear becomes loose?

If your frames feel loose, visit a local optician for an adjustment or contact our Customer Service team for guidance. Avoid trying to adjust them yourself, as this may cause further damage.

How can I maintain the quality of my eyewear over time?

To maintain the quality of your eyewear:

  • Regularly clean your lenses with a gentle solution and microfiber cloth.
  • Store them in their case when not in use.
  • Avoid prolonged exposure to direct sunlight or extreme heat.
  • Handle your frames gently, especially when removing or putting them on.

Does Yvollo offer replacement parts for eyewear?

Yes, for certain models, we offer replacement parts such as nose pads or screws. Contact our Customer Service team with your product details to check availability.

What should I do if my lenses are scratched?

Scratched lenses can be replaced in most cases. Reach out to our Customer Service team for assistance in ordering replacement lenses or exploring repair options.

Are my lenses protected against UV rays?

Yes, all Yvollo eyewear comes with UV-protective lenses to shield your eyes from harmful rays. For additional lens features, refer to the product description on our website.

Can I upgrade my lenses to prescription or polarized lenses?

Some of our frames can be fitted with prescription or polarized lenses. Contact your optician or our Customer Service team for compatibility and guidance.

Frequently Asked Questions About

Gift Cards

Do you offer gift cards?

Yes, Yvollo offers Gift Cards, the perfect choice for gifting elegance and allowing recipients to choose their favorite products. You can purchase them directly from our online store and select thedesired amount. For more details, visit our Gift Cards page.

How do I purchase a Yvollo Gift Card?

  1. Visit the Gift Cards page on our website.
  2. Select the card value from the available options or enter a custom amount.
  3. Provide the recipient's name and email address.
  4. Complete the checkout process, and the Gift Card will be delivered to the recipient's email instantly or on a scheduled date.

Can I schedule a Gift Card delivery for a specific date?

Yes, you can select a specific delivery date when purchasing the Gift Card to ensure it arrives on a special occasion.

Can I personalize my Gift Card with a message?

Absolutely! During checkout, you can include a personalized message for the recipient.

How do I use a Gift Card on my purchase?

  1. Add your desired items to your shopping cart.
  2. At checkout, enter the Gift Card code in the "Gift Card/Promo Code" field.
  3. The Gift Card balance will automatically apply to your order. If the order exceeds the Gift Card value, you can pay the remaining balance using another payment method.

What happens if the recipient doesn’t receive the Gift Card email?

If the email is not received, confirm the email address entered at checkout. If correct, contact our Customer Service team for assistance.

Can I buy multiple Gift Cards in one transaction?

Yes, you can purchase multiple Gift Cards in a single transaction. Each Gift Card will be issued with a unique code, making it easy to distribute to multiple recipients.

Can I use a Gift Card and pay the remaining balance with another payment method?

Absolutely! If your order total exceeds the Gift Card balance, the remaining amount can be paid using any other accepted payment method.

Are Gift Cards available in physical format?

Currently, Yvollo Gift Cards are only available in digital format.

Can I return or exchange a Gift Card?

No, Gift Cards are non-returnable and non-refundable once purchased. Please double-check all details before completing the purchase.

How can I check the balance of my Gift Card?

  1. Visit the Gift Cards page.
  2. Locate the “Check Balance” section.
  3. Input your Gift Card code and click Check Balance to view the current available amount.

What happens if I lose the Gift Card code?

Contact our Customer Service team for assistance in recovering your code.

Frequently Asked Questions About

Store Credits

Do Yvollo Credits expire?

Yvollo Credits do not expire, giving you the flexibility to use them whenever you like. Certain promotional credits, however, may have specific expiration dates. Refer to our Store Credits page for more details.

Can I use both a Gift Card and Yvollo Credits on the same order?

Yes, you can combine both Gift Card balances and Yvollo Credits to complete your purchase. Any remaining balance can be paid using an additional payment method.

Can Store Credits cover taxes and shipping fees?

Yes, Store Credits can be applied to cover the total order value, including taxes and shipping fees, as long as the balance is sufficient.

How do I redeem Store Credits?

  1. Add your items to the shopping cart.
  2. At checkout, the Store Credit balance will automatically apply to your total if logged into your account.
  3. If necessary, additional payment methods can cover any remaining balance.

Is there a limit to how many times I can use Store Credits?

No, Store Credits can be used across multiple purchases until the balance is fully utilized.

Are Store Credits transferable?

No, Store Credits are tied to the customer’s account and cannot be transferred to another account.

What happens if I receive a refund for a purchase made with Store Credits?

The refunded amount will be returned as Store Credits to your account, ready for future use.

What should I do if my Store Credits are not visible at checkout?

Ensure you are logged into your account. If the credits still do not appear, contact our Customer Service team for assistance.

How can I check my Store Credit balance?

  1. Log in to your Yvollo account.
  2. Visit the My Account section.
  3. View your current Store Credit balance and transaction history.

Frequently Asked Questions About

Business Purchases

Can I buy as a company?

Yes, companies can make purchases at Yvollo. However, we currently do not serve resellers. If you’re looking to purchase a large quantity of items, such as corporate gifts for employees or clients, we’d be happy to assist.

Please contact us with details about your requirements, and we’ll explore a customized solution for your business needs.

Does Yvollo offer discounts for bulk purchases?

We are happy to discuss tailored pricing options for bulk orders. If your company is interested in purchasing a significant number of products, please reach out to our team, and we’ll work with you to create a personalized offer.

Can I get my company’s logo added to the products or packaging?

While we don’t currently offer customization services, we are open to discussing special requests for bulk or corporate orders. Please contact us to explore the possibilities for your project.

Do you issue invoices for business purchases?

Yes, we provide official invoices for business purchases. During checkout, ensure you provide your company’s details, including the VAT or tax identification number, to ensure accurate invoicing.

Can Yvollo help with corporate gifting for holidays or special events?

Absolutely! Whether you’re planning Christmas gifts for your team or personalized packages for a special event, we can assist with selecting the perfect items and arranging bulk deliveries. Contact us for more details and to discuss your needs.

Are there specific payment options available for business purchases?

We offer flexible payment methods for business clients, including wire transfers and credit card payments. Contact us directly for assistance with your preferred payment method.

How does shipping work for large corporate orders?

For large corporate orders, we offer tailored shipping solutions, including express delivery or direct shipment to multiple addresses. Please contact us in advance to coordinate logistics and ensure seamless delivery.

Can I return or exchange items from a bulk or corporate order?

Returns for corporate orders are handled on a case-by-case basis. Please contact our Customer Service team if you encounter any issues, and we will do our best to provide a satisfactory resolution.

Does Yvollo support partnerships or collaborations with businesses?

We are always open to discussing partnerships with like-minded companies that align with our values and vision. If you’re interested in collaborating, please contact us with your proposal.

Frequently Asked Questions About

Account Management

How do I create a user account?

Creating a Yvollo account is easy and quick. Click on the "Sign Up" button at the top of the homepage and follow the prompts to enter your details, including your name, email, and a secure password. Once your account is created, you’ll gain access to exclusive features like:

  • Managing and tracking orders.
  • Saving your favorite items in a wishlist.
  • Storing multiple shipping addresses for a faster checkout experience.

Can I place an order without creating an account?

Yes, you can make a purchase as a guest without creating an account. However, we recommend signing up to enjoy the following benefits:

  • Tracking your orders and shipment statuses in real-time.
  • Saving your preferences for a personalized shopping experience.
  • Easy access to order history for reordering or returns.

How can I update my account information?

Keeping your information up-to-date is simple. Follow these steps:

  1. Log in to your account.
  2. Navigate to the "Account Information" section.
  3. Update your personal details, such as your name, email address, or contact information. Make sure to save your changes before exiting the page.

How do I change my password?

We recommend updating your password regularly for security purposes. To change your password:

  1. Log in to your account and visit the "Account Settings" section.
  2. Select "Change Password", enter your current password, and set a new one. If you’ve forgotten your password, click on the "Forgot Password" link during login. Follow the instructions sent to your email to securely reset it.

How can I view my order history and track my orders?

To review your previous purchases or track current orders:

  1. Log in to your Yvollo account.
  2. Go to the "Order History" section.
  3. Select the order you’d like to view for detailed information, including shipment status and tracking updates.

Can I create a wishlist for future purchases?

Absolutely! Add your favorite eyewear items to your Wishlist. This feature helps you:

  • Save items for future consideration.
  • Quickly access your favorites when you’re ready to make a purchase.

How do I manage my payment methods?

To add or update payment methods:

  1. Log in and navigate to the "Payment Information" section.
  2. Add new cards, remove expired ones, or set your preferred payment method. This ensures a seamless checkout process every time.

Can I change the email address associated with my account?

Yes, updating your email address is straightforward:

  1. Log in and go to the "Account Information" section.
  2. Replace your old email with the new one and save the changes. Keeping your email address current ensures you receive order updates and exclusive offers.

How do I subscribe or unsubscribe to newsletters or promotional emails?

Manage your communication preferences under the "Communication Preferences" section:

  • Opt-in to receive updates on new collections and exclusive deals.
  • Unsubscribe at any time if you wish to stop receiving promotional emails.

How do I manage multiple shipping addresses?

To manage multiple addresses:

  1. Visit the "Shipping Information" section of your account settings.
  2. Add, edit, or delete addresses as needed. This feature is particularly useful for sending gifts or having different delivery addresses for home and office.

What should I do if I believe my account has been compromised?

If you notice unusual activity or suspect your account has been compromised:

  1. Immediately contact our Customer Service team for assistance.
  2. Update your password to a secure one. We’ll guide you through additional steps to secure your account and ensure your information remains protected.

How do I manage my communication preferences?

You can customize how you receive updates from us:

  • Visit the "Communication Preferences" section in your account settings.
  • Choose your preferred channels, including email, SMS, or social media notifications.

How do I delete my Yvollo account?

To delete your account and have your personal data removed:

  1. Contact our Customer Service team through the "Submit a Request" page.
  2. We’ll guide you through the deletion process and confirm once it’s complete.

Can I recover my account if I accidentally delete it?

No, once your account is deleted, it cannot be recovered. You would need to create a new account if you wish to shop with us gain.

How do I set up two-factor authentication (2FA) for myaccount?

Currently, Yvollo does not support two-factor authentication. However, we recommend choosing a strong, unique password and updating it regularly for maximum security.

How can I deactivate my account temporarily?

Account deactivation is not currently supported. If you need assistance managing your account, please contact our Customer Service team.

Frequently Asked Questions About

Orders Policy

How can I place my order?

Placing an order with Yvollo is quick and convenient. You can shop online anytime, 24/7.

  • Simply browse our collection, add items to your cart, and follow the checkout process.
  • If you need help, our Customer Service Team is here for you.

Contact us via the Contact Form, live chat, or by emailing us at hello@yvollo.com.

  • 24/7 support: Our virtual assistant provides instant responses via chat or email.
  • Specialized support: For complex queries, our team is available Monday to Friday, 9:00 AM to 5:00 PM (GMT+1).

Can I modify or cancel my order?

Yes, you can modify or cancel your order, but it’s important to act quickly.

  • Once your order is processed or shipped, modifications or cancellations may no longer be possible.

To request changes or cancellations:

Can I modify an order in progress?

Yes, as long as your order has not been processed:

  • Reach out to our Customer Service team immediately via the Contact Form, live chat, or email.
  • If we haven’t started processing your order, we’ll do our best to accommodate your changes.

How can I report a problem with my order?

If you experience any issue with your order, let us know right away:

To expedite resolution, include the following in your initial report:

  1. Order number (e.g., #EU123456YV).
  2. Photos of the issue, including items received and packaging.

We’re committed to resolving any problems quickly and efficiently.

Where is my order confirmation?

If you haven’t received your order confirmation email:

  1. Check your spam/junk folder: Emails occasionally get filtered incorrectly.
  2. Review your email tabs: If your inbox has separate tabs (e.g., Promotions or Updates), the email may have been filed there.

If it’s been over 30 minutes and you still can’t locate it:

What if I need to update my shipping address afterplacing an order?

If your order hasn’t been processed yet, you can update your shipping address:

  • Contact our Customer Service team as soon as possible via the Submit a Request page or live chat.
  • If the order has already been shipped, we recommend contacting the courier directly for assistance.

Can I split my order into multiple shipments?

Yes, in some cases, orders may arrive in multiple shipments depending on stock availability.

  • If your order will be split, you’ll receive a notification in your order confirmation email with tracking details for each shipment.
  • If you have further questions about split shipments, contact our Customer Service team.

How do I track my order?

Tracking your order is simple:

  1. Log in to your Yvollo account and visit the Order History section.
  2. Find your order and click "Track Order" to view its current status.
  3. Alternatively, use the tracking number provided in your confirmation email.

What happens if I miss the delivery?

If you’re not available at the time of delivery:

  • The courier will leave a notice with instructions for redelivery or pickup.
  • If the package is returned to our warehouse as undeliverable, refer to our Returns Policy for next steps.

Can I order from outside the European Union?

Yes, Yvollo ships internationally to most countries.

  • Shipping fees and delivery times may vary depending on your location.
  • Import duties and taxes may apply and are the responsibility of the customer.

What payment methods does Yvollo accept?

We accept the following payment methods:

  • Credit and Debit Cards: Visa, Mastercard, American Express,
    and UnionPay.
  • Digital Wallets: PayPal, Apple Pay, Google Pay, and Klarna
    (where available).
  • Bank Transfers: Domestic and international wire transfers
    (with a 5% discount on your total when using this option).
  • Yvollo Gift Cards and Store Credit: Easily redeemable during
    checkout.
  • Promotion Codes: Apply discounts by entering codes during
    checkout.

For more details on region-specific payment options, visit the Payment section on our Customer Service page.

What should I do if I didn’t receive all items in my order?

Occasionally, items may be shipped separately:

  • Check your order confirmation email for tracking details.

If no split shipment is indicated, contact our Customer Service team with:

  • Your order number.
  • A list of missing items.

Can I preorder out-of-stock items?

Yes, Yvollo offers preorders for select items:

  • Check the product page for availability and estimated delivery timelines.

What happens if my order is delayed?

If your order is delayed:

  • Check the tracking information provided in your confirmation email.
  • Contact our Customer Service team if the tracking status hasn’t updated in 3 business days.

Frequently Asked Questions About

Payments Options

What payment methods does Yvollo accept?

At Yvollo, we accept a wide variety of payment methods to accommodate your preferences:

  • Credit and Debit Cards: Visa, Mastercard, American Express,
    and UnionPay.
  • Digital Wallets: PayPal, Apple Pay, Google Pay, and Klarna
    (where available).
  • Bank Transfers: Domestic and international wire transfers
    (with a 5% discount on your total when using this option).
  • Yvollo Gift Cards and Store Credit: Easily redeemable during
    checkout.
  • Promotion Codes: Apply discounts by entering codes during
    checkout.

For more details on region-specific payment options, visit the Payment section on our Customer Service page.

Are card payments secure?

Yes, Yvollo uses advanced security protocols to protect your payment information:

  • SSL Encryption: Safeguards your card details during the transaction process.
  • Industry-Standard Gateways: Ensure secure and hassle-free payment processing.
  • No Storage of Payment Details: Yvollo does not store your payment data, further enhancing your security.

Additional protections include:

  • 3-D Secure Programs: Verified by Visa and Mastercard SecureCode add an extra layer of protection.
  • American Express Address Verification: Ensures your billing and shipping addresses match.

What happens after I place an order?

Once your payment is confirmed:

  1. Your order will be processed, typically on the same day.
  2. You’ll receive an order confirmation email with details.
  3. Updates will follow as your order is packed and shipped.

How do I get a refund after returning an item?

Refunds are processed promptly:

  • To Original Payment Method: Up to 7 business days after we receive and inspect the returned item.
  • Store Credit or Gift Card: Issued within 24 hours for use on future purchases.

Depending on your bank or credit card provider, it may take several days for the refund to reflect in your account. For full details, visit our Returns & Refunds page.

Can I pay in currencies other than Euro (EUR)?

All payments and refunds are processed in Euro (EUR). Your bank may apply exchange rates and additional fees if your account is in a different currency.

How does the verification process work for card payments?

To comply with the EU Payment Services Directive (PSD2), online payments may require 2-factor authentication, which adds an extra step to verify your identity.

  • For Visa and Mastercard: A pop-up window will prompt you to enter your SecureCode password.
  • For American Express: The shipping address must match the billing address; otherwise, additional verification is required.
  • If you encounter issues, contact your bank or select an alternative payment method like PayPal or Digital Wallets.

How do I use PayPal or PayPal Credit?

To pay via PayPal:

  • Select "PayPal" during checkout and log in to your PayPal account.
  • If you don’t have an account, you can register and complete the payment.
  • Refunds will be credited back to your registered PayPal account.

For PayPal Credit:

  • Opt for this option during checkout to split your payments into installments.

Can I pay with Apple Pay or Google Pay?

Yes, you can use Apple Pay or Google Pay to complete your purchase:

  • These options are quick, convenient, and secure for mobile transactions.

Does Yvollo accept wire transfers?

Yes, we accept both domestic and international wire transfers.

  • A 5% discount is applied to orders paid via wire transfer.
  • Domestic transfers are typically processed the same business day, while international transfers may take longer depending on your bank.
  • For assistance, contact our Customer Service team.

How do I redeem a gift card, store credit, or promotion code?

Redeeming your code is easy:

  1. At checkout, enter your code in the designated "Gift Card/Store Credit/Promotion Code" field.
  2. The discount will be applied, and the final price will update automatically.
  3. If the balance exceeds your order total, the remaining credit will stay active for future use.

What fees might I encounter?

  • Transaction Fees: Your bank may charge transaction or currency conversion fees.
  • Refund Processing: Refunds are always issued in Euro, and any exchange rate differences or fees are not covered by Yvollo.

What should I do if my payment fails?

  • Double-check your card details and ensure your payment method is valid.
  • Contact your bank to confirm that there are no restrictions on online transactions.
  • Try an alternative payment method or contact our Customer Service team for assistance.

Frequently Asked Questions About

Shipping and Delivery

Where does Yvollo™ ship to?

Yvollo™ offers worldwide shipping, delivering to over 170 countries. Our strategically located warehouses in Europe, the USA, and Australia ensure fast and efficient delivery.

Warehouses:

  • Europe: Sweden (Jönköping, Stockholm), Italy (Milan, Giuseppe, Beati, Genova, Florence, Modena), Germany (Salzburg)
  • USA: Florida, Minnesota
  • Australia: Sydney

Important: Due to the ongoing war, we do not ship to Russia, Belarus, or Ukraine.

How long does delivery take?

Our estimated delivery times include 24-48 hours for order processing, plus the transit time based on your location:

  • Europe: 1-3 business days after dispatch
  • USA & Canada: 3-5 business days after dispatch
  • Australia & Rest of the world: 5-7 business days after dispatch

Note: Delivery times are based on business days (excluding weekends and public holidays). Unforeseen circumstances, such as customs processing or courier delays, may affect estimated times.

What shipping methods does Yvollo™ offer?

We partner with trusted couriers such as FedEx, UPS, and DHL to provide secure and efficient delivery worldwide.

You can choose between:

  • Standard Shipping – Cost-effective and reliable.
  • Express Shipping – Faster delivery for urgent orders.

How much does shipping cost?

Shipping costs are calculated at checkout based on your location.

Europe:

  • Standard: Starting at €9 per order
  • Express: Starting at €19 per order
  • FREE Standard Shipping on orders over €150

USA & Canada:

  • Standard: Starting at €12 per order
  • Express: Starting at €22 per order
  • FREE Standard Shipping on orders over €190

Australia & Rest of the world:

  • Standard: Starting at €19 per order
  • Express: Starting at €29 per order
  • FREE Standard Shipping on orders over €250

How do I track my order?

Once your order has been dispatched, you will receive an email with a tracking number within 24 hours. You can use this number to track your package’s journey from our warehouse to your hands.

Can I change my shipping address after placing an order?

If you need to update your shipping address, please contact Customer Service immediately.

  • If your order has not yet been dispatched, we will do our best to accommodate the change.
  • Once an order has been shipped, modifications are no longer possible.

What happens if my order is lost in transit?

If your order has not arrived within the expected timeframe, please contact Customer Service within 15 days from the shipment date.

Will I have to pay customs duties and taxes?

For orders outside the European Union, additional customs duties and taxes may apply. These charges are determined by your local customs authorities and are the responsibility of the customer.

Note: Yvollo™ is not responsible for customs fees, duties, or delays due to customs inspections. We recommend checking with your local customs office for more information.

Do you offer shipping protection?

Yes! For added security, we offer optional Shipping Protection to cover your order against loss, theft, or damage during transit.

What happens if my order is undelivered or unclaimed?

  • If a package is returned to our warehouse due to an incorrect address, the customer will be responsible for reshipping costs.
  • If an order is unclaimed for 30 days, the items will no longer be eligible for a refund.
  • Learn more on our Returns & Refunds page.

What if my package is delayed?

While we strive to ensure on-time delivery, unexpected factors may cause delays, such as:

  • Carrier-related issues
  • Customs processing
  • Extreme weather conditions

Note: Yvollo™ is not liable for carrier delays, but our Customer Service team is always available to assist you.

Where are your warehouses located?

We proudly operate multiple strategically positioned warehouses around the world to ensure efficient logistics and fast delivery:

  • Europe: Sweden (Jönköping, Stockholm), Italy (Milan, Giuseppe, Beati, Genova, Florence, Modena), Germany (Salzburg)
  • USA: Florida, Minnesota
  • Australia: Sydney

What happens if the recipient is absent at the time of delivery?

Our trusted couriers FedEx, UPS, and DHL will attempt 2-3 delivery attempts, depending on the service chosen. If delivery is unsuccessful:

  • The package may be taken to a local collection point, where the recipient can pick it up.
  • The courier will leave a notification with instructions on how to retrieve the parcel.
  • If the order is not picked up within the required timeframe, it will be returned to our warehouse, and return shipping costs will be deducted from the refund.

What happens if a parcel gets stopped at customs?

Yvollo™ provides all the necessary documentation for customs clearance. However, any import duties, taxes, or additional fees imposed by local authorities are the responsibility of the customer.

Important: Customs policies vary by country. We recommend checking with your local customs office for more details.

I haven’t received my order. What should I do?

  • First, we recommend checking with your neighbors in case the package was delivered to a nearby address.
  • If the parcel is still missing, please contact our Customer Service team, and we will reach out to the courier to investigate.

Can I select the shipping carrier for my order?

You can choose between Economy and Express shipping. However, the courier (DHL, FedEx, or UPS) will be assigned automatically and cannot be manually selected.

Is a signature required upon delivery?

  • DHL: Once the parcel is in transit, the recipient will receive an email notification from DHL, allowing them to select the "Signature Required" option.
  • FedEx: A signature is always required upon delivery.

Why isn’t my tracking number working?

Once a shipping label is created, tracking details may take a few hours to update in the system. If your tracking number is not working immediately, please check again after a short period.

Will my order be shipped in separate parcels?

If your order contains items from different warehouse locations, they will be shipped separately and may arrive on different dates.

  • Each shipment will have its own tracking number, allowing you to monitor the delivery status independently.
  • All orders are processed within 24 to 48 hours, but the actual delivery time will depend on the warehouse location.
  • You will receive individual tracking details for each shipment to ensure a seamless delivery experience.

Can my parcels from different warehouse locations arrive together?

No, parcels shipped from different warehouse locations cannot be consolidated into a single delivery.

  • Each warehouse operates independently to ensure efficient order processing and fast shipping.
  • Your order will be dispatched from the location where each item is stored, which may result in multiple shipments.

What legal regulations apply to Yvollo™ orders?

All orders placed with Yvollo™ are governed by Spanish and EU regulations, ensuring a secure and transparent shopping experience.

Who can I contact for shipping inquiries?

Our Customer Service team is always here to assist you. If you have any questions regarding shipping, tracking, or delivery, please reach out—we are committed to making your experience seamless and exceptional.

Contact our Customer Service team.

Frequently Asked Questions About

Returns and Refunds

What is Yvollo’s return policy?

We offer a 14-day return policy from the date of delivery. You must initiate the return request within this period to be eligible. Items must be unused, undamaged, and in their original packaging with all original accessories and labels intact.

How do I start a return?

To return an item, follow these steps:

  1. Submit a request through our Submit a Request page.
  2. Await authorization before shipping the item back. If eligible, a return label will be provided.
  3. Prepare your return by ensuring the item is in its original condition with all packaging and tags intact. Use protective outer packaging to prevent damage during transit.

Can I return a used or damaged item?

No. Items must be returned in their original, unused condition with all original packaging and labels intact. Returns of damaged or missing original packaging will not be accepted.

What items are not eligible for return?

Certain products cannot be returned due to their nature, including:

  • Final sale items, giveaways, samples, or gift cards
  • Customized or bespoke products
  • Swimwear, underwear, lingerie, personal care items, and cosmetics
  • Perishable goods (food, flowers, live plants)
  • Hazardous materials, flammable liquids, or gases

If you are unsure whether your item qualifies, contact our Customer Service team.

What happens if I return an item outside of the 14-day return window?

Returns sent after the 14-day period will not be accepted and will be returned to the sender at their expense.

Can I combine returns from multiple orders?

No. Each return must be processed individually to avoid refund or processing errors. Do not combine returns from different orders in the same package.

How should I pack and ship the product for a return?

To ensure your return is processed smoothly, follow these packing guidelines:

  • Use the original packaging whenever possible. Items should be returned with all original boxes, dust bags, covers, hangers, and accessories.
  • Protect the item with secure outer packaging. Do not use branded packaging (e.g., shoeboxes) as the external shipping box.
  • Ensure all labels and tags remain intact. Items without original labels and proof of purchase may be rejected.
  • Use the provided return label if applicable. If you received a prepaid label, affix it securely to the package before shipping.

If an item is returned without proper packaging and protection, it may be rejected or incur additional costs.

What if I receive a defective, incorrect, or missing item?

Please inspect your order upon arrival. If there are any issues, contact our Customer Service team within 7 days of delivery with:

  • Your order number (e.g., #EU123456YV)
  • A description of the issue
  • Photos of the defective, incorrect, or missing item

We will arrange for a replacement or refund at no additional cost.

What should I do if an item from my order is missing?

Check if your order was shipped in separate packages due to stock availability. Review your shipping confirmation email for tracking details. If your order was not split and an item is missing, contact our Customer Service team for assistance.

What if my order is lost in transit?

If your order does not arrive, contact our Customer Service team within 15 days from the shipment date to report a lost order.

Can I exchange an item instead of returning it?

Yes! If you would like to exchange an item, you must initiate the return within 14 days of receiving your order. We offer two exchange options:

  1. Standard Exchange: Return your item and receive store credit to use for your new purchase. No return shipping cost will be applied.
  2. New Order with Simultaneous Refund: Place a new order for your desired item while returning the original. If you choose store credit or a gift card refund, return shipping costs will not be deducted.

If you need assistance, our Customer Service team is happy to guide you through the process.

Can I cancel or modify my order?

  • Cancellations: Orders can only be canceled if they have not yet shipped. Once shipped, cancellation is not possible, but you may proceed with a return.
  • Modifications: Address changes or item updates can only be made before dispatch.

What if my card is lost or stolen?

If the card used for your purchase is lost or stolen and you are expecting a refund, please contact your bank or card issuer immediately.

  • Refunds can only be issued to the original payment method. If your card has been replaced, your bank will typically redirect the funds to your new card.
  • If your bank account associated with the card has been closed, we recommend selecting store credit or a gift card as an alternative refund option.
  • If you have concerns, reach out to your bank to confirm how refunds will be handled.

How long does it take to receive a refund?

Once we receive and inspect your return, refunds are processed based on your selected option:

  • Account Credit – Instantly available for future purchases (No return shipping costs apply).
  • Gift Card – Issued instantly and does not expire (No return shipping costs apply).
  • Refund to Original Payment Method – Processed within 7 business days after approval. Depending on your bank or credit card provider, it may take up to 5 additional business days for the amount to be credited.

What are the return shipping costs?

  • EU countries: €35
  • Non-EU countries: €65

If you opt for store credit or a gift card refund, return shipping costs will not be deducted.

What happens if I provide an incorrect or incomplete address?

If the address provided is incorrect or incomplete, the order will be returned to our warehouse, and the customer will be responsible for reshipping costs.

What happens to unclaimed orders?

If the customer does not claim the returned order within 30 days, it will no longer be eligible for a refund.

Does Yvollo offer Shipping Protection?

Yes! We offer Shipping Protection, an optional service that safeguards your purchase against loss, theft, or damage during transit.

Learn more on our Shipping Protection page.

How does Yvollo promote sustainability in returns?

We minimize environmental impact through:

  • Emission Reduction – Optimizing logistics to reduce CO2 emissions.
  • Responsible Reuse – Reintegration of returned products into inventory whenever possible.
  • Conscious Disposal – Donating unsellable items to charitable institutions.
  • Customer Education – Providing accurate product descriptions to help customers make informed decisions and reduce unnecessary returns.

How can I contribute to sustainable shopping?

How can I contribute to sustainable shopping?

  • Carefully review product details before purchasing.
  • Use our Size Guides and Customer Service to clarify any doubts.
  • Prioritize mindful shopping to reduce unnecessary returns.

Frequently Asked Questions About

Cookies Policy

What are cookies?

Cookies are small text files that are downloaded to your computer, smartphone, or device when you visit a website. These files store information that helps the website remember your actions, preferences, and browsing behavior, enabling a more seamless and personalized experience.

Why does Yvollo use cookies?

Yvollo uses cookies to:

  • Enhance User Experience: Cookies help us remember your preferences, such as language settings and shopping cart items, for a smoother browsing experience.
  • Analyze Visitor Interaction: We use cookies to track website performance and understand how visitors engage with our content.
  • Improve Functionality: Cookies ensure our website works efficiently and provides the best experience for our customers.

For more details, refer to our Cookies Policy.

What types of cookies does Yvollo use?

Yvollo uses the following types of cookies:

  • Essential Cookies: Required for the website to function properly (e.g., enabling checkout or account login).
  • Performance Cookies: Collect data on how visitors use the website to help improve its performance.
  • Functional Cookies: Store your preferences, such as language and region, to customize your experience.
  • Targeting/Advertising Cookies: Track your browsing habits to deliver personalized advertising.

How can I manage my cookies?

You can control your cookie preferences through your browser settings by:

  • Allowing or blocking cookies entirely.
  • Deleting existing cookies stored on your device.
  • Adjusting settings to notify you when a website uses cookies.

For step-by-step guidance on managing cookies, please refer to the "How to Control Cookies?" section in our Cookies Policy.

Do cookies collect my personal information?

Typically, cookies do not collect information that can directly identify you. Instead, they track activity on the website to enhance functionality and improve your experience. Some cookies, such as those used for account login, may store information necessary for specific actions but always in a secure and encrypted manner.

How can I withdraw my consent for cookies?

You can withdraw your consent for cookies by adjusting your browser settings to block cookies or delete existing ones. Alternatively:

  • Use the "Manage Cookies" option on our website if available.
  • Refer to your browser's help section for specific instructions.

Please note that disabling certain cookies may affect the functionality of the website.

Are third-party cookies used on Yvollo’s website?

Yes, Yvollo uses third-party cookies from trusted service providers to:

  • Analyze Website Traffic: Tools like Google Analytics help us understand visitor behavior.
  • Enhance Marketing Efforts: Third-party cookies may track your browsing habits to display relevant ads.

For more information, refer to our Cookies Policy.

How do cookies benefit my browsing experience?

Cookies improve your experience by:

  • Saving your preferences for faster navigation.
  • Keeping items in your shopping cart for later purchase.
  • Providing tailored recommendations based on your browsing behavior.

What happens if I disable cookies?

If you disable cookies, certain features on our website may not function properly, such as:

  • Staying logged into your account.
  • Remembering items in your shopping cart.
  • Customizing the website to suit your preferences.

However, you will still be able to browse most sections of our website.

How does Yvollo protect my privacy when using cookies?

Yvollo is committed to protecting your privacy. We use cookies responsibly and in compliance with GDPR and other applicable data protection laws. For complete details, please refer to our Cookies Policy.

How can I learn more about Yvollo’s use of cookies?

For detailed information about the cookies we use and how they affect your browsing experience, visit our Cookies Policy page.