Preguntas frecuentes generales

We need to have a real chat about something that's been on our minds here at Yililo. As you know, we've always strived to give you the best possible experience, and that's included free UK delivery as a way to say thanks for rockin' with us.

But, as much as we hate to admit it, those good ol' days of free delivery across the board simply aren't sustainable for us anymore.

Running costs have shot up faster than a particularly frisky squirrel, and offering free delivery is a luxury we just can't swing right now.

We're not the only ones facing this, mind you. Even giants like Amazon and ASOS are having to adjust their delivery options to stay afloat. We love what we do here (and love you all for supporting us!), and we need to make sure we can carry on bringing you those awesome products and that cheeky Yililo vibe.

So, going forward we will be charging a small fee for UK delivery if you spend less than £45. We know it's not quite the same, but trust us, we've worked hard to keep things fair and offer as much value as we can.

Big hugs and thanks for understanding,

Yililo

UK DELIVERY

STANDARD DELIVERY - £3.99 or Free when you spend over £45.00 

Orders placed with standard delivery will be dispatched within 2 working days.

All parcels are sent via a trackable 2-3 working day delivery service. You will receive an email with the details once it is dispatched.

We offer FREE DELIVERY when you spend over £45 in a single transaction.

NEXT DAY 

We do not currently offer guaranteed next day delivery

OUTSIDE UK DELIVERIES

Deliveries to USA, EUROPE, AUSTRALIA are calculated at checkout. We send parcels via the fastest tracked method.

Orders may be subject to an import fee or duties, the buyer (you) is responsible for the payment of any charges.

Non made to order items are usually shipped within 2 working days. 

AUSTRALIA  - Standard Delivery 3 to 17 days - £15 or free when you spend over £150.00

USA - Standard Delivery 3 to 17 days - £15 or free when you spend over £150.00

EUROPE - Standard Delivery 3 to 17 days - £15 or free when you spend over £100.00

IRELAND - Standard Delivery 2 to 11 days - £4.99 or free when you spend over £75.00

NOTES: Delivery times exclude made to order products (cushions, art, chopping boards etc) - Please add 2-5 working days to allow for products to be made before being shipped.

Please be aware that Bank Holiday, Sale and Christmas times may extend dispatch and delivery times.

Shipping to P.O. boxes

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

UK DELIVERY

STANDARD DELIVERY - £3.99 or Free when you spend over £45.00 

Orders placed with standard delivery will be dispatched within 2 working days.

All parcels are sent via a trackable 2-3 working day delivery service. You will receive an email with the details once it is dispatched.

We offer FREE DELIVERY when you spend over £45 in a single transaction.

NEXT DAY 

We do not currently offer guaranteed next day delivery

OUTSIDE UK DELIVERIES

Deliveries to USA, EUROPE, AUSTRALIA are calculated at checkout. We send parcels via the fastest tracked method.

Orders may be subject to an import fee or duties, the buyer (you) is responsible for the payment of any charges.

Non made to order items are usually shipped within 2 working days. 

AUSTRALIA  - Standard Delivery 3 to 17 days - £15 or free when you spend over £150.00

USA - Standard Delivery 3 to 17 days - £15 or free when you spend over £150.00

EUROPE - Standard Delivery 3 to 17 days - £15 or free when you spend over £100.00

IRELAND - Standard Delivery 2 to 11 days - £4.99 or free when you spend over £75.00

NOTES: Delivery times exclude made to order products (cushions, art, chopping boards etc) - Please add 2-5 working days to allow for products to be made before being shipped.

Please be aware that Bank Holiday, Sale and Christmas times may extend dispatch and delivery times.

Shipping to P.O. boxes

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

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 different manufacturers and sometimes your items will be shipped separately to ensure you receive them as soon as possible.

Please refer to our delivery guidelines.

If you still do not receive your item within the quoted time please contact us at hello@yililo.com

If you aren't sure your Yililo Item will fit into your space please see the below charts which we will hope will help.

They are also available on each product page.

* Cushion Sizing Chart

* Novelty Cushion Chart

Unfortunately, we are unable to make any changes or additions to orders once they have been placed.

Please make sure you double check the delivery address of your order as we cannot refund orders delivered to an incorrectly input address and for security reasons cannot change the address after the order has been placed.

UK customers will not have to pay import charges

Customers outside of the U.K may have to pay import duties and taxes dependant on their countries rules. If you are unsure please contact your local tax office. In all circumstances the customer (you) will be responsible for paying any fees.

Our return policy is 30 days from the date of delivery.

If you change your mind about your item you have 14 days from receipt to notify us of your wish to return. You then have a further 14 days to return the item.

To begin the returns process, log on to the returns portal that once authorised will send you a returns label.

Returns are charged at £3.99 for smaller items

Once the item is received and checked you will be refunded minus the £3.99 returns fee.

We do not accept return of sale items or personalised items.

Please do not send any items without notifying us first as items can be sent to the wrong address etc.

Lastly, please keep your returns receipts in case of lost parcels until you have been refunded.

Anything that is made for you or changed in any way from the original design cannot be refunded. For example; a cushion that has a name, date or picture added or changed cannot be refunded.

If your item is faulty or arrives damaged please contact us immediately at hello@yililo.com with your order number and pictures of the fault. Where necessary we will offer to repair the fault if possible or replace your item with a like for like item. During this process you cannot swap colour, size, finish or any other detail about the product.

Yes, we do accept items from customers based outside of the U.K. However, please note we do not provide a returns label for anyone based outside of the U.K.

All customers from outside of the U.K would need to arrange and pay for their own courier to return any unwanted goods to our U.K warehouse.

Please email: hello@yililo.com to begin the international returns process.

Please ensure all goods are packaged safely to ensure their safe arrival and ensure you keep all receipts for proof of postage.

Please note: We welcome orders from customers outside of the U.K but the returns process can be costly, for this reason, the few cases of returns we do have often chose to sell items on via online marketplaces.

This does not affect your statutory rights for your country.

Please check you items throughly on delivery, if the parcel arrives with damage please take pictures of both the inside and outside of the item. If the item received is faulty, or damaged please in the first instance email hello@yililo.com with your order number, details of the problem and supporting pictures.

Returns for faulty items are free but must still be processed through our returns portal and you must be sent a paid for label before returning your items. Unsolicited returns are liable to be lost or take longer to refund.

Refunds will be processed following the inspection of your return and will be credited back to your original payment method within 2 weeks of receipt.

Please keep your return receipt until you receive your refund.

We are a super creative, customer focused team based in Poole, Dorset.

We also have an office in London for our correspondence

We love colour and fun and want to bring our vision to the masses!

There is no one else like us, that's for sure. Most importantly we want our customers to be happy!

Yes we are, but we can understand you asking.

If you are worried about any aspect of the ordering process you can contact us with any questions before hand.

Email us at hello@yililo.com.

You can also check our social media accounts on Instagram, Facebook and Pinterest that have customer images and reviews.

You can also choose to pay with PayPal that offers purchase protection.

As per our privacy policy we do not store or have access to any sensitive information including card details.

Any details you provide during the checkout process are handled by a secure server (indicated by the little padlock symbol in the search bar) and it means our website is encrypted using HTTPS and has an SSL/TLS certificates. At no point does Yililo have access to any of this information.

We are fully GDPR compliant and never share or sell your email or other details with any other companies

Yililo works closely with the Information Commissioners Office (ICO) to ensure we implement best practice with the storage and use of personal data.

Under the freedom of information act 2000 you have a right to request any information that Yililo hold on you, we have a legal obligation to provide you this information within 30 days of your request.

You can request that we delete your information from our database and that of any partner sites (such as manufacturers) and we must do so within 30 days.

Please see our Privacy Policy for more information.

Of course!

We love working with influencers and the creative content they produce and the level of engagement they generate amazes us.

If you would like to work with us send a media pack to collabs@yililo.com Ref-collab enquiry

Someone will respond once its been reviewed.

XX

Like thousands of U.K businesses we have had to adapt to the changes and restrictions of COVID19 and we have worked very hard to ensure we are meeting all the conditions to ensure we work safely and minimise risk for our staff and customers.

We are continuing to follow guidelines and Government advice.

Due to Covid and other factors the price of raw materials, fuel and the transportation of goods have pushed prices up but we are working hard to see how we can keep prices affordable includng moving manufacturers where possible.

Covid has also meant we have moved to an email only customer service and we pride ourselves on answering all emails and queries within a few hours. We find this is a more efficent practice and means our records of customer interactions are seamless and nothing is missed.

We can also be reached on live chat from 9am to 5am Monday - Saturday and 10-3pm on Sunday.

Yililo - working towards reducing our carbon footprint. 

Yililo is actively seeking to minimise and manage the environmental impact of its operations and offerings.

We are very proud to confirm that since January 2022 100% of our textiles are made in the U.K. These items are NOT mass produced and made in small or single runs. This ensures that our items are not over produced and do not end up In land-fill.

Our textiles are also supplied with a 10 year print guarantee with the focus on quality and are made to look good for years avoiding the need for replacements. 

We also have some other key focuses:- 

• To ensure our operational decisions are made with the environment in mind eg the terms of suppliers and logistics. 

• To Improve our environmental efficiency (sustainability)

• To ensure our suppliers are aware of and making active efforts to reduce their carbon footprint. 

• Where possible we will source suppliers within the U.K. for both our manufacturing and distribution meaning less transportation.  

• We will focus on reducing the amount of items we mass produce in efforts to avoid unwanted items ending up in land fill. 

• We will focus on maintaining accessible pricing while moving away from “fast home decor”. We want to bring quality pieces to the market that last for years. 

• To monitor and comply with all relevant environmental laws and relevant standards. Avoiding the use of materials known to have a negative impact on the environment, biodegradable material and marine friendly inks. We are also committed to continuing to keep looking for new ways to reduce our impact on the environment.

• To respond to the environmental questions or concerns of our customers and suppliers, remaining open and honest. 

• To be conscious of the amount of plastic we use and reduce its use in our packaging where possible by avoiding using excessive plastic packing materials. 

As we grow we will continue to add to this statement and welcome any suggestions for how it can be improved. 

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.