Return & Refund

ORDER CANCELLATION CONDITIONS

We accept non-customized order cancellation within 48 hours once they are placed. If the order is canceled you will get full refund within 5-7 working days. We cannot cancel the order if the product is already under production or shipped out.

For customized orders, once your order has been submitted we will immediately begin production on the personalized items. If you would like to cancel your purchase, your order is subject to a 30% restocking fee.

RETURN & EXCHANGE CONDITIONS

We provide a complete 30-day guarantee for non-personalized orders from the date of purchase or 14 days after item delivered. If an item doesn’t arrive or is damaged, and your payment is eligible, we’ll reimburse the full cost of eligible purchases paid, including shipping costs.

PERSONALIZED ITEMS:

Due to the nature of made-to-order custom-made items such as t-shirts, hoodies, coffee mugs, beer steins, totes, fleece blankets and personalized jewelry, we do not accept returns & exchanges since they will not be available for secondary sale once they have been produced. If any of these items are defective, we will happily exchange them for you.

We want your order to be made just the way you want it! We understand that everyone makes mistakes (including us!) Please review your personalized information before submitting your order. Check spelling, dates and names carefully. You are welcome to email us at support@yoyougi.com, if you have questions about personalization, before placing your order. All cancellations or changes must be made within 48 hours once they are placed.

All our jewelry are subject to a quality color retention process & polishing, however we cannot guarantee plated color on all gold plated jewelry. As color on gold or rose plated are known it may fade over time and vary from person to person.

Return policy does not apply to sale items/ our custom designed, we do not offer exchange or refund after purchase/ order confirmation. If item is defective we will send you a replacement order. Please choose your item carefully.

To be eligible for a return &exchange, your item must meet all the following conditions:

Items returned must be unopened, unused and in the same condition that you received it with the original packing. We do not accept a returned item that has been opened, damaged, or altered in any way.
To complete your return, we require a receipt or proof of purchase.
We do not accept returned items that are sent back by you directly without checking with us first.
If due to logistic problems (the goods received are damaged or not correct) and quality problems (ripped, incomplete, shriveled, etc) of the product are found within the after-sale warranty, please contact us immediately and send us clear pictures of the defective items. We will assist you with replacing or crediting the damaged items.
Order cannot be cancelled once order is confirmed and placed. Customers who wish to cancel their order will need to follow the return policy.
If the return is caused by the consumer, consumer should be responsible for the round-trip shipping fee.

Note:

Please check the items whether they are damaged or with the wrong color before you open them.
Each order has only one after-sale privilege.
Replace, return or refund is not available if the item purchased from a third-party seller
Please do not throw the items and packages before your problem is solved.
E-gift cards items cannot be returned or exchanged
Lost /Damage caused by customers cannot be returned or exchanged

RETURNS ADDRESS

If you wish to return the items to the nearest return address, please contact our support team at support@yoyougi.com or by phone +86 18124111522 (BST 9:00am - 6:00pm)

Note:

1. Please do not send your return to the address on your package. That is not our return address and will affect the processing of your return.

2. If you are in the other area, please contact our support team at support@yoyougi.com for returns and exchanges.

RETURNS / REFUNDS PROCESS

Step 1: Submit a [return request]. Please send an email to support@yoyougi.com, provide us the details of your order in the email: your name, order number, and reason. and we will write back to you as soon as possible.
Step 2: Place the item(s) in the original packing. Please make sure the packaging is in good condition and the product is not opened so that it does not influence the second sale.
Step 3: Drop off your package at your carrier. Please provide tracking number and website for tracking the logistic info after you return the parcel to us.
Step 4: We receive your return package. Once your return is received and inspected, we will email you a notification of receipt. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5-7 working days.

LATE OR MISSING REFUNDS (IF APPLICABLE)

If item is undelivered due to shipping carrier's mistake. E.g. Lost in transit, delivered to wrong address, but we have provided them correct address. We will send you a replacement order without additional cost. However, this is not subject to refund due to unforeseen delay.

For orders shipped to the wrong address due to a customer inputting the incorrect address, the customer must cover the cost of ordering replacement items so please be extremely careful when entering your shipping address.

Express Shipping fee is nonrefundable once order is shipped. Customer is liable to pay for returning fee if they failed to pick up the item on time. Any replacement order sent will be via standard shipping.

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please contact us at support@yoyougi.com.