Frequently Asked Questions
It might be faster to find the answer our FAQ's, but if you still need us then please use the Live Chat link.
General Information
We have a dedicated Customer Service Team who are on hand to help with any queries you may have. You can fill in the form on our "Contact Us" section on the website and one of the team will reply to you within 24 hours during working days. Our Customer Service Team are available for anything you need Monday to Friday 9am - 5pm. Just note that if you contact us over the weekend or during a Bank Holiday expect a reply on the next working day.
We are always running checks on our website to make sure it is optimal for our customers but sometimes we may miss something, please let us know as soon as you can if you’re experiencing any trouble using the website or placing an order with us. You can contact our Customer Support Team by filling in the contact form on our website, from this they will aim to reply within 24 hours during working hours.
Sometimes when you start receiving emails from a new company they drop into your junk/spam files, most of the time this is where your emails will be.
If they are, you can add us to your contacts list in your email address book, that way you’ll never miss an email again and they will always arrive in your main inbox. Please make sure you’re checking the email that you placed the order with.
Here at Yimbly we strive to provide the best service possible for our customers and we appreciate any feedback that you can give us. You can contact our dedicated Customer Service Team with any of your concerns via the Contact Us section of our website. The team will be back in contact with you ASAP.
Shipping & Order Information
Thank you for your order, all tracking numbers are provided automatically when you receive your dispatch email. If your order is from different trusted Yimbly partners then you will get a tracking number per package so keep an eye out on your emails.
All items purchased with us are sent to you by our carefully selected trusted Yimbly partners, orders over £50 are delivered free. For orders under £50 the delivery cost is £2.99.
Standard delivery is within 3 to 5 days of the order being placed.
Some items can arrive within 1 to 3 days. More accurate dates are displayed when you select your product through to the checkout. Multi item orders may be sent to you in different parcels with no additional charges.
If your order contains items from different trusted Yimbly partners then it's most likely, you will receive multiple parcels. You will receive a dispatch email for each parcel that is shipped. The email will confirm what items are in the parcel and the relevant tracking number for you to monitor its progress.
Don't forget you can track information about your orders in your account. Your tracking details will be provided within your dispatch email.
In some cases it is not uncommon for deliveries to either be misplaced or not arrive at all. We do provide customers with a tracking number so that you can track your order until it is delivered.
Tracking numbers are provided automatically when you receive your dispatch email.
In the case that your order is not delivered please do contact our Customer services team and we'll respond as soon as possible.
Generally once your order has been placed it is sent to the warehouse immediately to be processed. However if you get in touch with our customer services team within the first hour then we'll do what we can to make any changes before it's dispatched.
We currently deliver to mainland UK and Northern Ireland. Currently we don’t offer delivery to the Channel Islands and there may be some surcharges applied at checkout for a few of the UK Mainland Zones.
These are as follows: AB35-AB38, AB53-AB56, FK17-FK22, all HS postcodes, all IV postcodes, KA27-KA28, all KW postcodes, PA17-PA18, PA20-PA38, PA41-PA80, PH3, PH5-PH7, PH10-PH11, PH13-PH50, TR21-TR25, all ZE postcodes, all BT postcodes and all HS postcodes.
Returns, Exchanges & Damages
First port of call would be to get in contact with our Customer Support Team, they will be able to provide you with the return address to ship your item(s) to. Most products are eligible for return, this would be subject to exceptions listed in our returns policy.
All returns must be done within the timeframe of 30 days. Our Customer Service Team will advise you when your return has been received, once it has gone through the inspection process we will then be able to notify you of the refund status. We will then automatically refund your money to the payment method you used to pay for the original order.
We have a 30 day return policy here at Yimbly but it is always best to contact us as soon as you want to discuss a return to make sure our Customer Support team have space to process this in good time for you.
Let our Customer Service Team know as soon as you can! We will then work to get you the relevant replacement or refund. If your product is visually faulty then please make sure you send us photos of this to not hold up the process.
Our Returns Policy does explain that there may be some occasions where we do have to reject your return. Examples of items that cannot be returned include personalised or customised products, food that requires refrigeration, sealed health/hygiene products if the seal is broken, an extensive list can be found on our Returns Policy. No refund will be given, and you will be asked to cover the postage costs.
Currently we are unable to offer exchanges. If you need a different size or colour, a refund will be issued for your return and you'll be able to purchase the replacement accordingly.
Yes, you would be responsible for the return shipping costs unless this item is damaged, defective or not as described. If you’re unsure about your return then don’t hesitate to contact our Customer Support Team, they are there to make the process as quick and easy for you as possible.
If a return has been agreed with our trusted Yimbly partner then you will be informed how to begin the returns process, however, if all of your products are from the same brand then you can send them all back together. Please ensure that you read through the returns process and if you’re unsure on anything our Customer Service Team are on hand to help.
Once we have been notified that the Brand Partner has received the returned order, we will do everything we can to process the refund straight away, however, please allow up to 7-10 days from the day of receipt, however it should be quicker than this.