Frequently Questions

Below are frequently asked questions, you may find the answer for yourself

NEED ASSISTANCE?

Please don’t hesitate to contact us for any questions or queries that you may have.

Longer response time
We’re currently experiencing a high volume of contact requests at our customer service team, which is why the response time might be longer than you’ve come to expect from us. To avoid you from having to wait longer until one of our customer service agents is available to answer your question, we advise you to contact us via email only, not via multiple channels. That way, we can work more efficiently to answer your question as soon as possible.

Delivery

Our warehouse is very busy at the moment which might mean slightly longer delivery times than you’ve come to expect from us. Keep an eye out on the track & trace code for the most up-to-date delivery info.

If you place an order for over €50, you do not pay shipping fees for the cheapest shipping option in the Netherlands. Placing an order for under €50? Then we choose the cheapest shipping options.

What are the postage fees?

Free standard shipping on all NL orders over € 50,-.

Delivery options other countries:

International orders are shipped with PostNL International. The standard shipping fee is €4.95 and may deviate and differ per country. The shipping fee that applies to your order is shown during the ordering process.

How can I track my order?

As soon as your order has been dispatched we will send you an email to confirm that it’s on the way.
This email will also have your tracking number, so it’s important that the email address is entered correctly when the order is placed.
If your parcel is taking a little longer than it should be, please get in touch with us on info@yuwwi.com.

When can I expect my delivery?

We are delighted you are ordering with us. We will dispatch your order as soon as possible.

*Please note! No deliveries on Weekends (Saturday and Sunday) and national public holidays. During promotions & sales, shipping may take longer.

– SHIPPING TIMEFRAMES –

In the NL deliveries are sent by POSTNL will take 1 – 3 working days. If you have opted for a package with a track & trace code, you will be able to follow your package yourself.

International deliveries vary depending on the location, please email us on info@yuwwi.com for more details.

We are not liable for damage incurred to goods in transit or for non-delivery. You will become the owner of the goods you have ordered once they have been dispatched to you. Once goods have been delivered to you they will be held at your own risk and we will not be liable for their loss or destruction. Please note that if you have a non-delivery arrangement with the courier company we are not liable for the loss, damage or destruction to the goods. It is the responsibility of the customer to make sure the package is delivered to the correct address and signed for by the customer as it is the customer’s personal custody once it has left the Yuwwi premises.

Do I have to pay for shipping fees?

If you place an order for over €50, you do not pay shipping fees for the cheapest shipping option in NL. Placing an order for under €50? The shipping fee is €4,95. The shipping fees may deviate and differ per country. This will be calculated automatically in the ordering process.

What shipping options can I choose from?

We currently offer shipment of international packages with PostNL International. Your package will be delivered by a PostNL courier. With this shipping method, you will also receive a track and trace code, which you can use to follow your shipment up until delivery. You will receive this track and trace code from us the moment the package is dispatched from our warehouse.

All packages that we ship with PostNL are shipped CO2 neutral. This means that we offset the CO2 emissions associated with all Yuwwi deliveries.

Can I track my order?

You will receive a link via PostNL with which you can follow your parcel.

As soon as your package leaves our warehouse, you will receive an email with a link that enables you to follow the shipment.

Can I change my address?

Unfortunately, our system does not allow for changes after an order has been placed. We would also like to emphasise that you should always check whether you have filled in the correct personal details before you finalise your order. Do you have any further questions? Then please contact our customer service and keep your order number and address at hand.

My package hasn’t been delivered yet, what should I do?

It could be that your package has been delayed with the courier. We recommend that you first check your track & trace code properly. That will tell you what the status of your delivery is. .

Delivery times during promotions & public holidays

During holidays and promotions, PostNL & Yuwwi are often busier than usual. Despite the rush, we always do the best we can to process your package as soon as possible. Do bear in mind that it may arrive a little later than you would normally expect from us.

Returns & Exchanges

Our warehouse is very busy at the moment which might mean that it will take slightly longer for your return to be processed. Keep an eye out on your inbox for the most up-to-date info regarding your return.

Where shall I send my returns to?

What is your returns policy?

Please Note:
– All items returned must be unworn/ not tried on and undamaged.
– We do not accept exchanges or returns on bespoke items, or pieces that have been resized or altered.
– Unfortunately we do not accept returns or exchanges on sale items.
– For hygiene reasons, we are not able to accept returns, or exchanges on earrings unless they are faulty.
– Exchanges are possible if the item is available.
– Zoe & Morgan cannot refund delivery cost or any international tax or duties paid on non-faulty exchanged items.

To arrange a return please email info@yuwwi.com quoting your name, address, details of the product, the reason for return and whether you require a refund or replacement.
Any item(s) being returned must be returned in their original Yuwwi packaging. Please pack the item carefully and we recommend that you use a secure and tracked service for your own protection.

Please send items for return to:
Yuwwi (Returns)
Attn departement returns
Bijdorp-Oost 38
2992 LA Barendrecht
The Netherlands

The item is your responsibility until it reaches us therefore we cannot accept responsibility for any items lost or stolen in transit. Any item returned after the stated time period will only be refunded at our discretion.

Please note, Yuwwi accept returns or exchanges for items purchased from our showrooms or webstore only. If you purchased through one of our stockists, you will need to contact them directly and adhere to their returns or exchanges policy.

Do you accept returns on sale items?

Unfortunately we do not accept any returns or provide exchanges (including exchanging ring sizes, gemstone colours or amending incorrect orders) on sale items.
Please choose carefully and love your new piece of jewellery.

Within what term will my return shipment be processed?

As soon as we have received your return, we will send you an email. Normally it may take up to 14 days to process your return. We will send you an email when the return has been processed. You will then have the money back on your account within a few days.

When the return shipment has been processed, the purchase sum will be reimbursed as follows:

– Ideal: The amount will be on your account within five working days.
– Credit card: The amount will reappear on your credit card statement within 14 working days.
– Klarna: You will receive a corrected invoice via the app.
– Yuwwi Gift Card: You will receive an email about the settlement, so keep a close eye on your inbox!

Are the return fees at your own expense?

Yes, returns are at your own expense. You can return your package with a local postal service.

I don’t have a return form, what should I do?

No problem! Add a note with your name, order number & email address to your return shipment. You can also choose to print out and complete the return form: https://www.yuwwi.com/return-form

Can I change my ordered items?

Unfortunately, it is not possible to change an item. Still want another size or colour? Then you can place a new order yourself.

I returned my item, but still received a reminder from Klarna.

It may be that your return has not been fully processed within Klarna’s payment term. Klarna is a separate entity. They do not know that you have returned items. We recommend that you indicate this in the Klarna app so that they can then temporarily put the invoice on hold.  By doing so, you can avoid any extra costs! You can also choose to pay the entire invoice and the amount “overpaid” will be reimbursed as soon as we have processed your return.

Can I put multiple orders together in one return?

You can put multiple orders together in one return shipment. However, it is important that the separate return forms included as well, so that we have all the necessary information to process the shipment. Keep your proof of return until we have processed the order.

Return terms and conditions

  • Returns are only accepted within the 14-day return term.
  • Returns via a boutique are free of charge. All other returns are at your own expense.
  • The costs associated with the shipping of a return are at your own expense.
  • We only handle return shipments that are in their original state, including labels & packaging. Damaged and/or used items will be rejected and sent back.
  • Unidentifiable returns will be kept for a maximum of one month at our head office. The customer can report to customer service. After that time, our administration department will process the package and there will be no more communication on the matter.
  • Returns can be sent with or without a track & trace code. However, we advise you to send your package with a track & trace code to assist you in the best possible way. Otherwise, we cannot track the parcel in case it gets lost during the return shipment.
  • Paid for delivery fees? If you are returning all items ordered, you will also be reimbursed for the delivery fees.
  • Is there something wrong with your order? We will fix this for you as quickly as possible! Please contact us at info@yuwwi.com or via WhatsApp on 0640215583 and clearly state your name, the order number and the items concerned.

Orders

Provided the order has not yet been shipped then yes, feel free to give us a call or email and we will happily assist you in any requests.

Can I get my purchase gift wrapped?

Will my order be charged customs or import fees?

How can I use my gift voucher?

Lucky you! You can use your gift voucher in one of our stores, or online. For online purchases simply enter your unique gift voucher code at the checkout, or if you are shopping in-store please bring your voucher with you.
If you’re unsure of the code or need assistance, please contact us.

Please treat your gift voucher just like cash as they are unable to be replaced or redeemed for cash unless the amount remaining is less than £5.

Our vouchers also don’t have an expiry date unless specified so you’re able to choose the perfect piece of jewellery in your own time.

If you’re online shopping in a currency other than £UK your gift voucher will be converted to the currency of the country you are in.

Can I change my billing or delivery address?

Unfortunately, it is not possible to change or cancel an order. This means that it is important that you always carefully check your order and personal details before you finalise your order.

Is my payment information secure?

100% Rest assured that all payment information is kept on a secure website.

No information is kept or can be accessed on Zoe and Morgan site.

My order was unsuccessful, what should I do?

Was your order unsuccessful or did something go wrong? No problem, we will then automatically cancel your order. Still have doubts? Then you can always reach our customer service on working days from 9.00 a.m. to 10.00 p.m.

Product Information

Provided the order has not yet been shipped then yes, feel free to give us a call or email and we will happily assist you in any requests.

An item I want is out of stock?

What stones do you offer?

What material is jewellery made of?

We believe that jewellery is precious and should be made from quality materials that will stand the test of time.
The contemporary line is made from copper or stainless steel.

We also use 925 silver, stainless steel,  when requested.

How do I keep my metal jewellery looking good for a long time?

Yuwwi’s jewellery range is made of various materials from the same part of the periodic table of elements. Making jewellery like this means it is of a strong material that is good to wear. Jewellery from Yuwwi is available in silver and golden colours.

Please keep in mind that metal and copper jewellery is sensitive to discolouring. This means that you need to handle the jewellery with care and look after it properly.

This is how you keep your metal and copper jewellery looking good:

  • Don’t wear your jewellery if you want to put on perfume, makeup and other cosmetic products.
  • Take off your jewellery before going to sleep, so that your jewellery doesn’t come in to unnecessary contact with your skin and you avoid damaging or deforming it.
  • Take your jewellery off if you are going to take a shower, go swimming or do sports.
  • Take off your jewellery if you are going to do manual labour or start cleaning.
  • Always keep your jewellery in a protected box where it is not easily affected by external factors such as air and water.

How do I keep my jewellery with beads gemstones looking good for a long time?

– Glass beads are small beads, also known as seed beads. They are mainly used for weaving and lacing jewellery. The beads can take a knock and can handle a bit of perspiration, but to avoid discolouring, we recommend taking them off for a shower and when you go swimming.

– If you want to enjoy your beaded jewellery as long as possible, you will of course need to take care of them. A gemstone is a natural product, which means that some pieces of jewellery may have different dimensions, sizes and colours. It could also happen that the gemstones discolour due to exposure to light and water, so watch out.

Payments

At Yuwwi you can use the following payment methods:

What payment options can I use?

What stones do you offer?

How do I use my discount code or my gift card?

Discount code 

You can use your discount code on the payment page. You enter your discount code under “Apply discount code”. You can only use one discount code per order.

– Shopping credit in the form of a code cannot be used in combination with a discount code.
– Discount codes cannot be settled post payment.
– Discount codes cannot be used for items on sale or on the Yuwwi Gift Card.

 

Gift cards
Yuwwi Gift Card
Our very own special gift card! An amazing present to give or receive. You can use the gift card to pay for your entire order or a part of it. When you return your order, you will get the amount paid back to your card, so keep this card safe!

*It is not possible for you to set how much will be deducted from your gift card yourself.

How do I know if the payment was successful?

It could happen that something goes wrong with your payment. How can you be sure that everything has gone properly after you have received an error notification for example?

– Check your own bank statement to see whether the amount has been debited
– Still in doubt? Then please contact our customer service. They can check for you whether the payment has gone through.

Absolutely sure that your payment has not gone through properly? Then your order has not been placed either. This means that you need to place your order again and also that you need to redo the payment.

How can I check the balance of Yuwwi gift cards?


Step 1.
Fill in your card number at ‘Kaartnummer’.

Step 2.
Tick the box ‘Ik ben geen robot’ to confirm you’re not a robot.

Step 3.
Fill in the security code of the gift card.

Step 4.
Click on ‘Saldo’ to view the balance of your Yuwwi gift card.

Need help with checking the balance of your gift card? In our blog article ‘Yuwwi‘, we share a step-by-step guide!


Step 1.
Fill in your card number at ‘Kaartnummer’.

Step 2.
Tick the box ‘Ik ben geen robot’ to confirm you’re not a robot.

Step 3.
Fill in the security code of the gift card.

Step 4.
Click on ‘Saldo’ to view the balance of your My Jewellery gift card.

Need help with checking the balance of your gift card? In our blog article ‘My Jewellery gift card balance check‘, we share a step-by-step guide!