- How do I make a purchase?
- Do I need to set up an account to place an order?
- I've forgotten my password. What should I do?
- How do I know that the products you sell are authentic?
- Which size should I choose?
- How do I know if an item is in stock?
- What payment methods does Yakelo accept?
- Is it safe to use my credit card online at Yakelo?
- Why do I need to re-enter my credit card details when I add a new address?
- How do I remove saved credit card details?
- Which countries does Yakelo ship to?
- Does Yakelo ship to post office boxes or freight forwarding addresses?
- Why are shipping restrictions applied to some items?
- How do I know if a product is restricted?
- How do I change currency?
- How much duties and taxes will I have to pay?
- Does Yakelo ship to multiple addresses?
- How soon can I get my order and how much will it cost?
- What packaging will my order be shipped in?
- Is my package insured?
- Do I need to sign for my order?
- Can I add items to an existing order?
- How will I know you received my order & when will payment be deducted?
- Can I track my order?
- Where is my order?
- How do I return my purchase?
- How do I request a return authorisation number?
- Do I need to pay to return my purchase?
- How do I exchange my purchase?
- What happens if I return my purchase late?
- What are the return policy conditions?
- What if I have received a faulty item?
- How do I return faulty goods?
- What if I have received an incorrect item in my order?
- How do I cancel my order under the consumer contracts regulations?
- Will I be refunded the full value of my order?
- What is the Yakelo loyalty scheme?
- How can I become a member of the loyalty scheme?
- How do I earn points?
- How do I check my points balance?
- What are my points worth?
- How do I spend my points?
- What are the terms and conditions of the Yakelo loyalty scheme?
- Does Yakelo have seasonal sales?
- Is my personal information kept private?
- What are cookies? Should I be worried about them?
- Need more help?
How do I make a purchase?
Shopping at Yakelo is easy:
- If you know what you are looking for, use the search box or navigation links to find your product category. You can also shop by browsing the directly by brand.
- Once you have found an item, select your size and use the 'ADD TO BASKET' button underneath.
- Review the items in your shopping bag by selecting the 'SHOPPING BASKET' link at the top of the page. You can add products to your Wish List or use the ‘X’ link to remove items from your shopping basket.
- Click on 'CHECKOUT' to complete your order.
Do I need to set up an account to place an order?
Register with us and you will be able to enjoy the following benefits through your Yakelo account:
- Track your orders and review past purchases
- Request your return or exchange directly from your account
- Gain access to your Wish List and Recommendations
- Be notified when new stock arrives
- Save your address and card details for faster shopping
- Manage your account details, order history and email preferences and see order status.
I've forgotten my password. What should I do?
If you have forgotten your password follow the 'Forgotten Password' instructions on the 'Sign in' page. For security reasons we are unable to send your password via email.
How do I know that the products you sell are authentic?
As an authorised online distributor for all of the brands we feature, we unconditionally guarantee that every item we sell is 100% authentic.
Please note that we are unable to comment on the authenticity of any items not purchased from Yakelo.
Which size should I choose?
All products are sold by the international sizing scheme used by the brand. To convert this to your usual size, simply view the sizing chart on every product page. As sizes can vary greatly by brand, we have also provided the guidance regarding the fit of each product to help your decision. Where an item runs small or large to size, this will be identified within on the product page.
In addition, our customer care team can answer all your questions on sizing and fit - simply email email@example.com for advice.
How do I know if an item is in stock?
All items are in stock unless "Out of stock" is displayed. Please be aware that even if an item is in your shopping bag, it can still be bought by another customer until you have completed your order.
If the product you want to buy is out of stock, add it to your Wish List to save and view at any time and be notified when it is back in stock.
What payment methods does Yakelo accept?
We accept Visa and MasterCard cards. You can also choose to pay with PayPal. When selecting this option at checkout, you will be directed to the PayPal site to 'Log In' and review the amount shown before clicking 'Pay Now'. Once this transaction is complete, you will then return to yakelo.com. Payment is only debited from your card at time of dispatch.
Is it safe to use my credit card online at Yakelo?
At Yakelo, your personal online security is important to us. We use the latest SSL encryption technology to store and safely transmit your personal and credit card information through our systems. All orders are processed through a secure checkout system provided by Iridium Corporation. Additionally, for your safety and protection, we will confirm that the billing address you provide matches the address on file with your credit card company.
You may also choose to securely store your credit card details with us. This means you will not have to enter them again during future purchases, making it quicker and simpler to shop at Yakelo.
If you would prefer to place your order by telephone, simply call our Customer Care team who will be happy to assist.
Why do I need to re-enter my credit card details when I add a new address?
For your security, whenever you request delivery to a new address we will ask you to provide new credit or debit card details (if you have previously stored them with us). This means that if someone guesses your password and tries to make an order using your account, they will be unable to do so. We hope you understand that this is a valuable precaution designed to protect your personal information.
How do I remove saved credit card details?
There are two ways to remove previously saved credit card details:
Edit or add a new delivery or billing address
- During your next purchase, simply unselect the option "remember my payment details" on the payment page.
Which countries does Yakelo ship to?
Yakelo ships to more than 100 countries worldwide, as listed below:
|Sorry, but we do not currently deliver to this country.|
Does Yakelo ship to post office boxes or freight forwarding addresses?
Unfortunately we are unable to deliver to Post Office boxes and delivery points where there is no-one to sign for the item.
Why are shipping restrictions applied to some items?
Due to international trading agreements and regulations, Yakelo is obliged to adhere to particular shipping restrictions. As a result, we are unable to dispatch certain products outside of the EU or specific countries.
How do I know if a product is restricted?
If you add a product to your shopping bag that we are not permitted to ship to your country, the site will automatically identify it and prompt you to remove it. To proceed with purchasing this item, you would need to ship it to a different destination address.
How do I change currency?
To change currency, simply change the country on the footer of the website and select from the list of shipping destinations.
If you are a customer whose credit/debit card is not denominated in British Pounds, Euros or US Dollars, the final price will be calculated in accordance with the applicable exchange rate on the day your card issuer processes the transaction.
How much duties and taxes will I have to pay?
Prices shown on the Site are in British Pounds, Euros or US Dollars and are inclusive of VAT at the applicable rate unless you have selected an alternative country where VAT is not chargeable, as indicated on the Site.
Customers purchasing from outside the EU, import duty and tax may be levied by the country to which you are shipping. It will be your responsibility to pay for these potential additional costs. We recommend you contact your local customs authority to determine a landed cost price prior to purchase completion.
Does Yakelo ship to multiple addresses?
You may only ship to one address per order.
If your order contains gifts or items that require shipping to multiple locations, you will need to place separate orders for each address.
How soon can I get my order and how much will it cost?
For information on delivery and shipping charges to your destination, view our Delivery Information.
What packaging will my order be shipped in?
Your items will be placed in a plain polybag with no Yakelo branding.
Orders consisting solely of shoes will be delivered in the original brand packaging placed into a polybag.
Is my package insured?
All items are insured against theft and accidental damage whilst in transit from Yakelo to the shipping address. Once your items have been delivered to the specified delivery address and signed for, they are no longer covered by insurance.
If your box is damaged upon arrival, we recommend that you either refuse the delivery, or make a note when signing for it that you are accepting a damaged box.
Do I need to sign for my order?
Due to the high value of the goods that we sell, we require proof of delivery for all orders. This means we are unable to authorise packages to be delivered without a signature.
Can I add items to an existing order?
It is not possible to combine orders or add items to an existing order. If you would like all your items to be delivered together, you will need to cancel your order(s) and place a new order which contains all the items you require.
How will I know you received my order & when will payment be deducted?
After you place your order, you will be sent an email confirming that it has been received. Your card will only be debited at time of dispatch. In the rare instance that any of the items you have ordered are not available, you will receive an email from our Customer Care team and will only charge your credit card for the value of the items in stock.
Can I track my order?
Once your order has been shipped, you will receive email confirmation of your shipping details and a tracking number. If you have registered, you will be able to view and track the status of your shipment by signing in and selecting 'My Account' followed by 'Order Status'.
Where is my order?
We aim to dispatch all orders within 24 hours. Estimated delivery times are to be used as a guide only and commence from the date of dispatch, Yakelo is not responsible for any delays caused by destination customs clearance processes.
Once your order has been shipped, you will receive email confirmation of your shipping details and a tracking number. If you have registered, you will be able to view and track the status of your shipment by signing in and selecting 'My Account' followed by 'Order Status'. If you are not registered, sign up now so you can track future orders.
How do I return my purchase?
If for any reason you want to return your purchase you can return it to us in resalable condition within 28 days of delivery for a refund or exchange.
You must request your Return Authorisation Number (RAN) within 14 days of order receipt, and return your unwanted items within 14 days of receiving your RAN, for a refund of the value of the item, or an exchange for the same item in a different size, based on stock availability. If you wish to exchange your item for an alternative product, we suggest that you return it for a store credit and purchase the new item separately.
How do I request a return authorisation number?
To request a Return Authorisation Number (RAN) visit www.yakelo.com/returns.
Enter your order number and email address.
Select the item(s) you would like to return and choose the reason why you want to send your item(s) back. If an item is faulty, please provide details why.
Select if you would like an exchange or refund.
Check the box to agree with our Returns & Exchanges Policy. You will then receive an email containing your return instructions, Return Authorisation Number (RAN) and the Return Address Label.
Do I need to pay to return my purchase?
For all UK orders returns are free. We will provide a pre-paid Return Address Label to use at your post office.
For all overseas orders the cost of returning your purchase is your responsibility. We recommend that you send your item back via a service which insures you for the value of the return shipment as unfortunately we can’t be held responsibility for items that get lost in the post.
How do I exchange my purchase?
If you wish to exchange your item, shipping is complementary on the replacement item, but exchanges made to destinations outside of the EU may be subject to import duty and tax by the country to which you are shipping. It will be your responsibility to pay for these potential additional costs.
To exchange an item, request a Returns Authorisation Number (RAN) through your Yakelo account, and specify the new size you require.
If there is a price increase you will be prompted to tick a box on the 'REVIEW & CONFIRM' page. You will see a breakdown of cost and this authorizes Yakelo to deduct the additional price from the original card used to place your order. If the price is lower you will be issued a refund for the difference to the original card used to place your order.
Please note that we are only able to offer size exchanges. If you wish to exchange your item for an alternative style, we suggest that you return it for a store credit and purchase the new item separately.
What happens if I return my purchase late?
Your item(s) should be sent back to us within 28 days. Returns outside these timeframes may be accepted at the discretion of Yakelo and may only be refunded as a store credit.
What are the return policy conditions?
Items should be returned unused and with all tags still attached. Returns that are damaged or soiled may not be accepted and may be sent back to the customer and/or a refund refused. Where provided, belts and any packaging such as authenticity cards, dust bags, and leather tags should be included with your return.
All shoes must be tried on a carpeted surface until you are certain you are keeping them. Shoes should be returned unmarked and in their original, undamaged shoe box as this is considered part of the product. Shoes that are returned without a box, in a damaged box or with marked soles may not be accepted, and may be sent back to the customer.
All items returned should have a Return Authorisation Number (RAN) to allow easy identification and prompt processing. Unidentified returns may be returned to the sender.
What if I have received a faulty item?
All items are quality controlled and checked for any faults before they are dispatched to customers. Should you receive an item that is not in perfect condition please contact us immediately, email firstname.lastname@example.org or call +44 (0)845 519 2739.
How do I return faulty goods?
Goods are faulty if they are received damaged or where a manufacturing fault occurs within six months of purchase. Items that are damaged as a result of normal wear and tear are not considered to be faulty.
To return faulty goods you must request a Return Authorisation Number (RAN) and return your faulty items within 14 days of receiving your RAN, for a full refund or an exchange for the same item, based on stock availability. Where possible, we will offer to repair faulty items. If it cannot be repaired or the same product is not available, you are entitled to a full refund.
For all faulty items outside of our Returns & Exchanges Policy, please contact email@example.com.
What if I have received an incorrect item in my order?
All items are quality controlled and checked before they are dispatched to customers. Should you receive an incorrect item please contact us immediately, email firstname.lastname@example.org or call +44 (0)845 519 2739.
How do I cancel my order under the consumer contracts regulations?
If you are based in the EU under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (ICACRs), you have the right to cancel your order with us provided you give us written notice. The cancellation period will expire 14 days from the day after the day on which you acquire (or a third party other than a carrier and indicated by you acquires) physical possession of the last of the goods.
Notice of contract cancellation under the ICACRs must be given in writing to: Notice of Contract Cancellation, Customer Care Department, Yakelo, 55 North Woolwich Road, London, E16 2AA, United Kingdom, or by email to: email@example.com. You may also use the cancellation form, but it is not obligatory.
On receipt of your notice of contract cancellation, we will email you a Returns Authorisation Number (RAN). Please complete this on the returns form that you received with your order, and include it with your return so we can process your refund promptly.
We recommend that you insure the return shipment as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them at our warehouse. We also recommend that you use a secure, trackable means to return your order to us at: Yakelo, 55 North Woolwich Road, London, E16 2AA, United Kingdom.
Please retain proof of sending, in case of a dispute. Please note that you must cover the cost of the return shipment, as our free collection service does not apply to orders cancelled under the ICACRs. All items must be returned unused, in their original condition and from the country that the order was delivered to. We will refund the full value of your order, including shipping costs, within 14 days of receiving your notice of contract cancellation.
Please note you may only use your right to cancel the order under the ICACRs if you give us formal written notice of cancellation any time after your order has been placed, up until 14 calendar days from the day after you receive your order, by email or post as described above, i.e. before requesting your Return Authorisation Number (RAN) through your Yakelo account.
Will I be refunded the full value of my order?
Your refund will be credited to the original payment method or your Yakelo account and will include shipping costs for faulty items or for orders cancelled under the DSRs only. Shipping costs are not refunded in all other cases. Any sales taxes that were charged by Yakelo will also be refunded.
Please be aware that it can take up to 10 days for the refund to appear in your account.
What is the Yakelo loyalty scheme?
The Yakelo Loyalty Scheme is our way of saying thank you to our loyal customers. As you spend money with us you earn points that you can use for a discount next time you shop with us.
How can I become a member of the loyalty scheme?
To join the loyalty scheme all you need is a Yakelo account. You can sign-up for a Yakelo account here.
From the moment you become a Yakelo account holder, you will start collecting points with every order you place. All the points you collect can be used as a discount on future orders.
How do I earn points?
You must spend at least £1, €1 or $1 (depending on currency) in a single transaction for the transaction to qualify for points. Then five points will be awarded for every £1, €1 or $1 that you spend.
How do I check my points balance?
To check the total points you have collected sign in and select 'My Account' followed by 'Loyalty Points'. Here you can check how many points you have collected, your points balance history and the value of the points.
What are my points worth?
All the points you collect can be used as a discount on future orders.
Each point is worth £0.01, €0.01 or $0.01 (depending on currency).
How do I spend my points?
You can use your points any time you make an order. The next time you shop with us you can redeem your points for a discount at checkout, where you will see an option to "USE POINTS" as part or total payment for your order.
What are the terms and conditions of the Yakelo loyalty scheme?
Does Yakelo have seasonal sales?
Yakelo, like offline shops, offers seasonal sales. There are links to the 'Sale' page from the navigation bar. Please note that Yakelo cannot guarantee that its prices will be equivalent or equal to online and offline boutiques when they go on sale. Also, due to the exclusive nature of our stock, we cannot guarantee that an item will still be available for purchase late in the season.
Is my personal information kept private?
Please be assured that your personal information is kept private and confidential and at no point will we rent or sell this.
To register at Yakelo, we will need to know your name, mailing address and email address. When processing your order online we require your billing address, shipping address, telephone number, credit card number and expiration date. If necessary, these details may be shared with a credit reference agency to verify your order.
Please note that Yakelo may use your contact details to inform you of the latest arrivals as well as style and lifestyle inspiration. If you would prefer not to receive these updates, you can unsubscribe in your email preferences.
What are cookies? Should I be worried about them?
Registered customers who have cookies enabled will be automatically recognised when they visit Yakelo. Your name will appear in a welcome message at the top left hand corner of the website. You will be able to access your Wish List and then add or move items, register interest for items not yet in stock or request item updates without signing in to your account.
When you proceed to purchase your name will show in the email address field. However, you will still be prompted to enter your password and review your shipping and payment details before completing your order. Please note that registered customers will be recognised for 14 days. After this time, users will be prompted to sign back in to their account.
Need more help?
Speak to Customer Care for further advice on how to get the most out of your Wish List, email firstname.lastname@example.org or call +44 (0)845 519 2739.