Returns & Refunds

Last updated: February 10, 2025

Hassle-Free Returns and Transparent Refunds

At Yvollo™, your satisfaction is our highest priority. We understand that sometimes a return, refund, or modification to your order might be necessary. Our goal is to make these processes seamless, transparent, and stress-free. Below, you’ll find all the details you need.

1. Issues with Your Order

At Yvollo, we regret any inconvenience caused by defective, missing, or incorrectly shipped items. Rest assured, any issues that are our responsibility will be resolved promptly and at no additional cost to you.

We recommend inspecting your order upon receipt and contacting us immediately if:

• An item is defective.
• An incorrect item was shipped.
• An item is missing from your order.
• There are any other issues related to your order.

2. 14-Day Return Policy

We offer a 14-day return policy, giving you ample time to ensure your purchase meets your expectations. Simply initiate your return within 14 days of receiving your order. Our Customer Service team is always available to assist you at every step.

3. How to Return an Item

1. Submit a Request: Initiate your return request through our Submit a Request page.
2. Await Authorization: Returns must be authorized before shipping the item. Once approved, you will receive a return label for eligible cases.
3. Prepare Your Return: Ensure the item is in its original condition—unworn, unused, undamaged, or unsealed—with all original packaging, including boxes, dust bags, covers, hangers, protectors, and accessories. Items must include their original label and intact tags. Use protective outer packaging to prevent damage during transport.

Important Note: Items returned without authorization, in poor condition, or missing original packaging may be refused. Branded packaging such as shoeboxes should not be used as outer packaging.

Each return is processed individually to avoid refund or processing errors. Therefore, do not combine returns from different orders in the same package.

4. Eligibility for Returns

To be eligible for a return, items must meet the following conditions:

• Be unused, unwashed, undamaged, and unaltered.
• Be in their original packaging, including any original boxes, dust bags, or protective covers.
• Have all original tags attached and include proof of purchase.
• Be properly and safely packaged to prevent damage during transport.

Late Returns: Returns shipped back after the 14-day policy will not be accepted.

5. Items 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 such as food, flowers, or live plants.
• Hazardous materials, flammable liquids, or gases.

If you are unsure whether your item qualifies for a return, please contact our Customer Service team for assistance.

6. Cancel or Modify an Order

If you need to cancel or modify your order, contact our Customer Service team as soon as possible.

• Cancellations: Orders can only be canceled if they have not yet been shipped. Once shipped, cancellation is no longer possible, but you may proceed with a return.
• Modifications: Address changes or item updates can only be made before dispatch.

If an order is placed, paid for, and then canceled before shipment, a full refund will be issued.

7. Exchanges

If you wish to exchange an item, you must initiate the return within 14 days of receipt to be eligible for an exchange. We offer two options:

1. Standard Exchange Process: Return the 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 the item you want and initiate a return for the original item at the same time. This ensures you receive your new item quickly while we process your refund.

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

8. Damaged, Incorrect, or Missing Items

If you receive an item that is damaged, incorrect, or missing, please contact our Customer Service team within 7 days of delivery with the following details:

• Your order number (e.g., #EU123456YV).
• A description of the issue (damaged, incorrect, or missing item).
• Supporting photos clearly showing the defect, incorrect item, or damage to the package.

We will ensure that a replacement or refund is processed promptly at no additional cost.

Missing Items – Split Shipments

If any items are missing from your order, please check whether your order was shipped in separate packages. This may be due to inventory availability, requiring items to be dispatched from different warehouses.

• Please review your shipping confirmation email to see if your order was split.
• If you believe an item is missing, or if any items are listed as out of stock, contact our Customer Service team so we can investigate.

9. Orders Lost in Transit

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

10. Incorrect or Incomplete Address

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

11. Undelivered and Unclaimed Orders

If the customer does not claim the returned order through one of our Customer Service channels within 30 calendar days, the returned items will not be eligible for a refund.

12. Refunds

Once your return is received and inspected, you will be notified of the approval or rejection of your refund. If approved, you can choose from the following options:

• Account Credit

• • The refunded amount will be instantly available in your Yvollo account balance for future purchases.
  • This credit does not expire, offering you total flexibility to use it at your convenience.
  • No return shipping costs apply when selecting this option.

For more information, visit our Store Credits page.

• Gift Card

• • A Yvollo Gift Card will be issued instantly, perfect for gifting or using for new purchases.
  • The gift card does not expire, providing flexibility for future purchases.
  • No return shipping costs apply when selecting this option.

For more information, visit our Gift Cards page.

• Refund to Original Payment Method

• • The refund will be processed within 10 business days after approval.
  • Depending on your bank or credit card provider, it may take up to 5 additional days for the amount to be credited to your account.
  • A return shipping costs will be applied, except for returns due to damage or errors on our part.

Not Received The Amount?

If more than 15 business days have passed since your refund approval and you have not received the amount, contact our Customer Service team to resolve the issue.

13. 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.

14. Shipping Protection

For added peace of mind, 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.

15. Sustainability and Conscious Returns

At Yvollo, we value practices that minimize environmental impact and promote conscious choices. Our commitments include:

• Emission Reduction - Optimizing logistics to reduce CO2 emissions.
• Responsible Reuse - Reintegrating returned products into inventory whenever possible.
• Conscious Disposal - Donating unsellable items to charitable institutions.
• Customer Education - Providing detailed product descriptions to reduce unnecessary returns.

How You Can Contribute:

• Carefully review product details before purchasing.
• Use our support tools, such as the Size Guide and Customer Service, to clarify doubts.
• Prioritize mindful purchases to reduce unnecessary returns.

16. Assistance

Our Customer Service team is dedicated to ensuring that your returns and refunds process is seamless and effortless. If you require any assistance, please do not hesitate to reach out to us.