Shipping & Returns

Orders from & shipments to the UK

Since Brexit, shopping with us from the UK has slightly changed. We are here to make the process as smooth as possible and to keep you enjoying our collection without worries or surprises. Below you will find the most important things to know before placing your order:

Import duties & VAT

UK customs may charge extra fees upon arrival, depending on your order value. Once the total amount of your order is above £135, you will be liable to pay 20% UK VAT and import duties, these will be collected by Parcelforce prior to delivering your order. The import duty tariff rate for clothes is mostly 12%. The carrier is in charge of collecting these fees and will not deliver the parcel unless they are paid. The courier, most probably Royal Mail or Parcelforce, will
request you to pay an admin fee for clearing your goods, of respectively £8 or £12 before handing over the parcel. All of this means that it can take longer
in order to receive your parcel, then you were used to when ordering from us before Brexit.

Shipping

All orders are shipped (on working days, Mon-Fri) within 24 hours from our warehouse in Zwanenburg (close to Amsterdam), in The Netherlands.

If you order before 4pm (on working days) we will ship it the same day. Orders placed after 4pm will be shipped the following (working) day. If you order after 4pm on Friday, on Saturday or on Sunday, we will ship your order on Monday.

We ship our orders worldwide; within Europe via DHL, outside the EU, delivery is by the local carrier (e.g. USPS in the USA, Parcelforce in the UK). Unfortunately, it is not possible to send your package to a PO Box or reply number.

Due to the value of the goods, we require proof of delivery for all orders. This means we are unable to authorize packages to be delivered without a signature. International shipments may be subject to import taxes, duties and customs fees, which are levied once your package reaches the country of destination, and are the responsibility of the recipient. Orders may take a little longer due to customs clearance. A standard shipping fee applies, shown at
checkout.

Insurance

All items are insured against theft and accidental damage during shipment from YOEK to the delivery address. Coverage expires once the items have been delivered to the specified delivery address and signed for.

Tax-free shopping

All prices on the website are shown including 21% Dutch VAT. If you live outside the EU you can shop tax-free. The 21% VAT will be deducted at the check-out when you select your country outside the EU and enter the discount code VATCODE.

Customs & import fees

Items in your order that are designated for shipment to countries outside Europe may be subject to taxes, customs duties and fees levied by the destination country (import fees). Any customs or import fees are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. Unfortunately, we do not have control over these charges, and we are not able to tell what the costs will be, as customs policies and import duties vary from country to country. It might be a good idea to contact your local customs office for current charges before you order, so you can avoid
unexpected charges.

If you have any additional questions about the shipping and handling procedure, please check our FAQ or contact us. We will do our best to make things as smooth as possible, in case we will change anything when it comes to the above, we will inform you accordingly, through this page or in the check-out process.

Returns

Of course you can still return items to us, but the return shipping costs will be at your own expense. Please make sure you mark the box as ´RETURNED GOODS - Failed Sale´ and do not forget to add the invoice you received from us, otherwise YOEK will be charged with customs duties, which we will then charge to you by deducting it from your credit amount. While filling out the customs declaration (CN22 and/or CN23), please write 'Returned Goods - Failed sale' and attach the document to the outside of the parcel. If you return (any of the) goods you can request a refund of VAT or customs duty, you can complete a form (BOR 286 if Royal Mail or Parcelforce delivered the goods) and send it to Border Force (Border Force, Coventry International Hub, Siskin Parkway West, COVENTRY CV3 4HX, United Kingdom). The costs of a return differ based on the shipping company and country that you ship it from. Please check with your local post office for current pricing.

We strongly recommend you that every item is returned using registered mail. If the return is not shipped using registered mail, we cannot be held liable for missing items. Also, hold on to the tracking code of your return until your return is processed.

IMPORTANT:
In case you are refusing to receive the parcel once it has been shipped to the
United Kingdom (e.g. in case you are not willing to pay import duties), the parcel will either be destroyed or returned to us in The Netherlands. We expect the customer to take full liability for any parcels returned to us due to unpaid charges. All costs involved; postal charges, return shipment costs, customs charges and handling fees will all be deducted from any refund due.

More questions about ordering and shipping?

If you have any questions about the shipment of your order, please check the frequently asked questions (FAQ) or
contact us. The shipping costs in the shopping cart are ultimately binding.

Standard delivery costs & delivery times

Find the shipping rate and duration below:

United Kingdom € 18.95 (free from € 175) and it will take 5-7 working days, depending on clearance at customs

Return policy

Return and exchange

You can return your order up to 30 days after the day you have received the entire order. You can do so by returning the items within this period, or by informing us within this period that you would like to return an item, or several items.

If you inform us in advance, you have 14 days from that moment to actually return it.

Our return address:

Yoek BV
Venenweg 19
1161 AK Zwanenburg
The Netherlands

You can return your items if:

1. your declaration (the return form in the packaging) is enclosed, stating that you wish to cancel the purchase;

2. the items have not been worn. Of course, you are allowed to try them on (if you wear the items and do so beyond what is necessary for the assessment of the items, this may result in a reduction in value for which you may be liable);

3. the tags are still attached. It is not necessary to remove them to try on the clothing. If they have been removed,
this may result in a reduction in value for which you may be liable);

4. you have sent the items in the correct manner and paid the correct postage costs, (if this is not the case, we may charge you for the postage costs).

EXCHANGE

Exchanges are not possible when ordering from a non-EU country like the UK, but you can return your original order and place a new order for your preferred size, colour or item.

Shipping costs for returns

The following applies to all shipping options:

• If you return the entire order, you will be refunded the shipping costs
• If you return a part of your order, we will not refund any shipping costs

THOROUGH COMPLAINT MEDIATION AND INDEPENDENT DISPUTES COMMITTEE

Do you still have a complaint despite these assurances? Report it directly to YOEK or submit a complaint using the complaint form. If you cannot reach a solution together, Thuiswinkel.org will help you further with complaint mediation free of charge. If you are still not satisfied after this, you can submit a dispute to the independent Thuiswinkel Disputes Committee. View the procedure of the Disputes Committee. Thuiswinkel.org guarantees compliance with the rulings up to an amount of €10,000 per ruling. This guarantee does not apply in the event of suspension of payments or bankruptcy of the company; Thuiswinkel Waarborg is not a guarantee fund.

Within what period will I receive the full purchasing amount?

If you return items, you will receive the full purchase amount within 14 days after you have cancelled the purchase. However, we may wait with the refund until we have received the items back, or until you have sufficiently demonstrated that you have sent them.

How do I receive the amount?

You will receive the amount via the payment method you used for paying your order, unless you agree to a different method.

Will I receive the full amount in return?

In any case, we do not charge any costs for the refund. If you return your entire order, you will also receive any paid shipping and transaction costs from us. However, not any paid custom fees.

More sustainable shipping

Every package shipped makes an impact on the environment: packaging is used and there is a CO2 emission associated with its shipment. To minimize this as much as possible, we at YOEK have implemented a number of steps for most shipping countries:
• Offer delivery at a parcelshop
• Reusable packaging boxes
• Collaboration with DHL Go Green, which sends as many packages as possible in electric vehicles and invests in CO2 reduction.
• If you choose home delivery, make sure you are home at the delivery time. If you are not home the package has to be returned which causes extra traffic and thus CO2 emissions. Did you choose home delivery, but you can't be home? Then change your delivery preference with DHL to e.g. a parcel point or delivery to the neighbours.

At YOEK, we never just throw away items. We check returned items carefully; they then go back on sale. When they can no longer be sold as new, the items are offered at our sample sale as 'second chance'.

We are also asking you, our consumer, to help with this. You can do this in the following ways:

• Having your order delivered to a parcelshop. Note: it is important that you pick up your order on foot or by bike. If this is not possible, it is better to opt for home delivery.
• Think carefully before placing your order. Do you have doubts about your size? Contact our customer service instead of ordering multiple sizes. This will prevent your order from doubling in CO2 emissions.
• When you do send a return, always do it in the same box in which your order arrived. For multiple orders, try to bundle the returns into one package.
• If you opt for home delivery, make sure you are home at the delivery time. If you are not at home, the package will have to be returned which will cause extra traffic.
• Have you opted for home delivery, but are unable to be home? Then change your delivery preference with DHL to, for example, a parcelshop or delivery to your neighbours.

Right of cancellation

You can also use the European model withdrawal form to notify us that you are cancelling the purchase. However, use of this form is not obligatory.

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