GENERAL FAQ's

Delivery Information

UK Delivery

Standard Delivery – £3.00

Free when you spend over £30.00 in a single transaction.

• Orders are dispatched within 2 working days (excluding made-to-order items).

• All parcels are sent via a tracked 2–3 working day service.

• You'll receive tracking information by email once your order is on its way.

Next Day Delivery

We do not currently offer guaranteed next day delivery.

International Delivery

We ship to the USA, Europe, and Australia.

Shipping rates are calculated at checkout and sent via the fastest tracked method available.

• Please allow 2 working days for dispatch (non made-to-order items).

• Customs charges or import duties may apply and are the responsibility of the buyer.

Made-to-Order Items

Some items (including cushions, art prints, and chopping boards) are handmade to order.

Please allow an additional 2–5 working days for production before dispatch.

Additional Notes

• Bank Holidays, sale periods, and Christmas may cause delays in dispatch and delivery.

• We do not ship to P.O. Boxes due to carrier restrictions.

UK orders are sent via a tracked 2–3 working day service, after dispatch. Made-to-order items take an extra 2–5 working days before dispatch.

International delivery times vary based on location and are calculated at checkout.

Yes — once your order is dispatched, you’ll receive a shipping confirmation email with a tracking link. If you haven’t received it, please check your spam/junk folder or get in touch.

Yes, we ship to USA, Non EU Europe, Australia and more. Shipping costs and times are calculated at checkout based on your location. Please note, import duties or taxes may apply, and these are the responsibility of the customer.

Unfortunately, we’re unable to deliver to PO Boxes due to carrier restrictions.

During peak periods (like sales, Bank Holidays, or Christmas), dispatch and delivery may take a little longer. We always work as quickly as possible and appreciate your patience during busy times!

Not at this time — all orders are delivered via tracked courier services.

PLEASE NOTE: Our pacels can arrive separelty depending on the warehouse location and the items ordered.

Please see the delivery details that will state the total approx time for your order.

Please note, during sales and holiday seasons orders can take longer to make and dispatch due to volume and deliveries can take longer due to the volume of parcels the couriers have to deliver.

If your order has been despatched already please refer to our delivery guidelines.

If you have not received your item within 7 days of dispatch please contact us at hello@yililo.com so we can look into it for you.

As per the Royal Mail guidelines we cannot declare a parcel as lost until 10 working days have passed since the delivery window expired.

We work with several trusted manufacturers and suppliers, which means your items may arrive in separate parcels. This helps us get your order to you as quickly as possible.

If your missing item hasn’t arrived within the expected delivery window, feel free to contact us at hello@yililo.com — we’re happy to help.

Unfortunately, we’re unable to cancel, amend, or add to orders once they’ve been placed. This includes changes to delivery addresses or item selections.

Please double-check all details before completing your purchase. We’re unable to refund orders that are delivered to an incorrectly entered address, and for security reasons, we cannot make manual address changes after an order is confirmed.

If you no longer want your item once it arrives, you’re welcome to return it following our Returns Policy.

Discount codes can’t usually be combined. Only one offer, promotion, or code can be used per order — this includes automatic discounts.

If you have multiple codes, we recommend using the one with the highest value or saving one for your next order!

UK customers will not be charged import fees.

International customers (outside of the UK) may be required to pay customs duties or taxes depending on your country’s regulations. If you're unsure, we recommend checking with your local customs or tax office before placing your order.

In all cases, any import fees or charges are the responsibility of the customer.

We aim to respond to all customer enquiries within 48 hours, Monday to Friday (excluding bank holidays). In most cases, you'll hear from us much sooner — but during busy periods, it may take the full 2 working days.

To help us assist you as quickly as possible, please:

• Include your order number

• Attach clear photos of any damaged items or packaging (inside and out)

• Describe the issue in as much detail as you can

• Please don’t send multiple emails — this slows down the queue and can delay your reply

We’re a small team, but we take customer service seriously and will always do our best to sort things quickly and fairly.

For common questions, you can also check our FAQs, Returns Policy, or Delivery Info — they cover most things!

Seen a design on a placemat but want it on a chopping board? Or love your cushion print and want matching coasters?We can often do this! Just email us at hello@yililo.com with the design and product you’re interested in, and we’ll let you know if it’s possible.Because most of our items are made to order in the UK, we can sometimes adapt designs across our range — just ask!

We offer a 30-day return policy. You have 15 days from receiving your order to request a return, and a further 15 days to return the item to us.

To start a return, please log in or register and submit a return request through our Returns Portal. Once approved, you'll receive the return instructions.

• Return postage is the customer’s responsibility

• We recommend using a tracked service and keeping your proof of postage until your refund is processed

We do not accept returns on:

• Personalised items (e.g. items with names, dates, or custom changes)

• Sale items

• Gift cards

All returned items must be unused, in their original packaging, and in resaleable condition. Items that are worn, used, marked, or have strong smells will not be refunded.

Please allow up to 7 working days from receipt of your return for it to be inspected and refunded. For Buy Now Pay Later services, your refund will be processed to your account with that provider.

Still unsure? Just email us at hello@yililo.com and we’ll be happy to help.

Custom-made or personalised items cannot be refunded unless they are faulty.

This includes any item that has been made to order or altered from its original design — for example, a cushion with a name, date, or image added or changed.

If your item arrives damaged or faulty, please contact us straight away at hello@yililo.com with your order number and clear photos of the issue. We’ll assess the problem and, where appropriate, offer a repair or a like-for-like replacement.

Please note:

• Replacements will match the original item exactly

• We cannot change the colour, size, finish, or any other detail during the replacement process

Yes, we do accept returns from customers based outside of the UK.

However, we do not provide return labels for international orders. If you're returning an item from outside the UK, you'll need to arrange and pay for your own courier to return the goods to our UK warehouse.

To begin an international return, please email us at hello@yililo.com with your order number and details. We'll provide the return address and instructions.

Important notes:

• Items must be securely packaged to avoid damage in transit

• Please use a tracked service and keep your proof of postage

• Any customs forms must be marked clearly as “Returned Goods”

We love our international customers, but we understand that returning items from overseas can be costly. For this reason, many customers choose to resell unwanted items locally through marketplaces.

This does not affect your statutory rights under the laws of your country.

Please inspect your items carefully upon delivery. If your parcel arrives damaged, take clear photos of both the packaging and the item inside.

If you receive a faulty or damaged item, email us at hello@yililo.com with:

• Your order number

• A description of the issue

• Photos showing the fault and packaging

Returns for faulty items are free of charge, but they must be processed through our Returns Portal. We’ll issue a pre-paid returns label once your request is approved.

Please do not return any items without contacting us first — unsolicited returns may be delayed or lost, and refunds may take longer to process.

Refunds are issued after inspection and will be credited to your original payment method within 14 days of receiving your return. Be sure to keep your proof of postage until your refund has been confirmed.

Yililo is a bold, creative homeware brand based in Poole, Dorset, with a correspondence office in London. We're a small, passionate team that lives and breathes colour, fun, and originality — and we're on a mission to bring our vision to homes across the UK and beyond.

There’s no one quite like us. We specialise in dopamine decor, maximalist style, and playful design — creating pieces that stand out and make you smile.

Most importantly, we’re customer-obsessed. Everything we do is with you in mind, and we’re always here to help. If you’re happy, we’re happy!

Absolutely — we’re a trusted small business with thousands of happy customers and a growing community of over 20,000 followers across Instagram, Facebook, and Pinterest.

We understand it’s normal to be cautious when discovering a new brand. If you have any questions before placing an order, feel free to email us at hello@yililo.com — we’re always happy to help.

For extra peace of mind, you can also choose to pay via PayPal, which offers buyer protection on eligible purchases.

You can check out real customer reviews and photos on our social media, and know that we’re always working to provide a safe, secure, and smooth shopping experience.

Yes — your details are safe and secure.

All payments are processed through secure, encrypted systems. We never see or store your card information at any point. Our website uses HTTPS and is protected by SSL/TLS encryption — just look for the padlock symbol in your browser.

We’re also fully GDPR compliant, which means we only collect the information we need to process your order and never share or sell your personal data.

You’re always in control of your information. You can request to view, update, or delete any personal data we hold by contacting us at hello@yililo.com.

For more info, you can read our full Privacy Policy.

Many of our products — including cushions, art prints, and chopping boards — are made to order in small batches here in the UK. That means they’re not sitting in a warehouse, they’re made just for you.

Absolutely — we love collaborating with creators who share our passion for colour, creativity, and bold homeware. We’re always amazed by the content, energy, and engagement our community brings to life.

If you’d like to work with us, please send your media kit or a short intro to collabs@yililo.com with the subject line: Ref – Collab Enquiry.

Once we’ve had a chance to review it, someone from our team will be in touch. 💛

If you're a retailer or stylist interested in stocking Yililo products, we’d love to hear from you. Email us at hello@yililo.com with “Wholesale Enquiry” in the subject line.

At Yililo, we’re committed to reducing our environmental impact and making thoughtful, responsible decisions across everything we do — from the way we design our products to how we package and ship them.

We’re proud to say that since January 2022, 100% of our textiles are made in the UK, in small or single runs. This approach means no overproduction, no waste, and no landfill — just quality pieces made to last.

We believe homeware should be beautiful and built to last — not replaced every season.

Our Key Sustainability Goals:

• Make environmentally conscious decisions when it comes to our suppliers, logistics, and packaging

• Improve efficiency and reduce waste across all areas of our business

• Work only with suppliers who are actively working to lower their carbon footprint

• Source materials and manufacturing within the UK wherever possible to reduce transport emissions

• Reduce the number of mass-produced items in our range to help prevent landfill waste

• Provide high-quality, long-lasting alternatives to fast home decor — without compromising on accessible pricing

• Avoid materials known to be harmful to the environment, using biodegradable options and marine-safe inks where possible

• Stay up to date and comply with all relevant environmental laws and standards

• Be transparent and open with our customers and suppliers, welcoming questions, feedback, and ideas

• Continue to reduce plastic packaging and avoid unnecessary materials wherever we can

We know sustainability is a journey — and we’re committed to learning, improving, and evolving as we grow. If you have suggestions or ideas to help us do better, we’re all ears.

Together, we can create joyful homes with less waste and more care.

Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of smooth payments to more than

200,000 online stores. Over 85 million consumers worldwide have trusted Klarna to securely handle their payments.

Pay later in 3 interest-free instalments will allow you to spread the cost of your purchase over 3 equal payments. The payment for each instalment will

automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed by
Yililo and instalments 2 and 3 are scheduled 30 and 60 days later, respectively. You can always monitor your payments’ schedule in the Klarna app.

To use Pay later in 3 interest-free instalments you must be at least 18. Whilst this option is widely promoted, Pay later in 3 interest-free instalments is subject to
your financial circumstances.

When choosing Pay later in 3 interest-free instalments, our assessment will not affect your credit rating.

Klarna is unique and offers Pay later in 3 interest-free instalments based on a number of factors such as the order value, previous order history and item

availability. If you are 18 or over, you can improve your chances of being offered Pay later in 3 interest-free instalments by ensuring you provide your full name and

accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have been accepted for a Klarna

payment method before does not mean it will be offered for every order and in turn, as it is denied does not mean it will be denied for all future orders.

If you want to make a purchase with Klarna using Pay later in 3 interest-free instalments, you'll need to provide your mobile phone number, email address, current

billing address and a debit or card card. The mobile number is required in case we need to reach you. All communications will be sent to your email address. It's

very important that you give us the correct details, as otherwise you will not receive your payment schedule and any updated order information.

Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to
other lenders.

Neither Klarna nor Yililo run credit searches against you that could impact your credit rating.

Although Pay later in 3 interest-free instalments is widely promoted it is not always universally available. The Pay later in 3 interest-free instalments payment option

is automatically generated by algorithms that are dependent upon a number of factors including address details, cardholder details, amount of order, the online

store, previous order history and item availability.

Payment for your Pay later in 3 interest-free instalments will automatically be collected from the debit or credit card you entered at checkout. The first payment is taken when the order is confirmed. The second and third instalments are collected 30 and 60 days, respectively, after the first instalment. You can always monitor your payments’ schedule in the Klarna app.

As soon as Yililo have accepted your cancellation/return, Klarna will cancel any future scheduled payments as well as refund any amounts due. The return

will be reflected in the Klarna app immediately.

Klarna will automatically attempt to collect your payment for your Pay later in 3 interest-free instalments purchase at Yililo from the debit or credit card

you entered at checkout. If we are unable to collect your payment on the scheduled due date Klarna will make one further attempt to automatically collect

payment two days later. Should this last payment attempt fail, Klarna will issue you a statement for the full outstanding order amount which will become payable 15

days later. Klarna shall notify you when a payment is due two days in advance of attempting to collect your payment and you can always monitor the due date in

Klarna app at your convenience. Your credit score will not be impacted by using Klarna’s ‘Pay later in 3 instalments’ product even if you have failed to pay on time.

You can view all of your Klarna purchases and payment schedule in the Klarna app or by logging onto Klarna.com/uk

Payment information is processed securely by Klarna. No card details are transferred to or held by Yililo. All transactions take place via connections secured with the latest industry standard security protocols.

Yes. Just go to the Klarna app or log onto Klarna.com/uk and pay off early.

Klarna will notify you via email and push notification from the Klarna app when a payment is due and when this has successfully been collected, or in the unlikely event of your payment failing. If a payment has been collected but you have not received payment confirmation, you can always check the status of your order and payments in the Klarna app or by logging in at www.klarna.com/uk.

Once Yililo has received the return (partial or full) and you have received their confirmation of this, an updated statement with an adjusted payment schedule will be sent to you by Klarna if you've made a partial return. With a full return, we shall refund any payments collected and cancel any future scheduled payments. You are always able to monitor the status of your order in the Klarna app.

In the event that your goods have not been received please call Yililo to check on your order and delivery status. You can also contact Klarna’s Customer

Service so that we can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.

As soon as the store has registered your cancellation or your return, the refund will be processed within 5-7 business days.

Refunds shall be issued back to the debit or credit card which was originally entered at checkout.

You can log in the Klarna app or at www.klarna.com/uk, where you will find all of your orders and payment schedule information.

Visit Klarna app or Klarna’s Customer Service page for a full list of FAQ’s, live chat and telephone options.