We currently deliver to addresses in the United Kingdom and United States only. Some products are available for delivery to just one of these countries; please check the individual product page before ordering.
Delivery
When will I get my order?
Most Yphora products are made to order. Production usually takes approximately 3–7 business days before your order is dispatched. Once dispatched, estimated delivery times are:
- USA: 3–4 business days
- Europe 6–8 business days
- Australia: 2–14 business days
- International: 10–20 business days
These delivery times are estimates rather than guaranteed delivery dates. Delays can occasionally occur due to customs processing, local postal services, severe weather or other circumstances outside our reasonable control.
Where will my order ship from?
Yphora works with specialist production and fulfilment partners with facilities in a number of locations worldwide. Depending on the product and your delivery address, your order may be produced and dispatched from the facility best placed to fulfil it efficiently.
Will I be charged customs duties or taxes?
Any taxes and delivery charges collected by Yphora will be shown during checkout. For some international orders, additional import duties, customs charges or local taxes may be payable when your order enters the destination country.
Where these charges cannot reasonably be calculated in advance and are not collected at checkout, they may be charged by your local customs authority or delivery provider. Requirements vary by country, so we recommend checking the rules that apply in your destination country before ordering.
Orders
My order should be here by now, but I still haven’t received it. What should I do?
Before contacting us, please:
- Check your shipping confirmation email to make sure the delivery address is correct
- Check the tracking information for your order
- Contact your local postal or delivery service to see whether they are holding the parcel
- Check whether the courier has left the parcel with a neighbour or in a designated safe place
If you still cannot locate your order, please contact us at [email protected] with your order number and we will look into it for you.
If an incorrect or incomplete delivery address was provided when the order was placed, please contact us as soon as possible. We cannot guarantee that an address can be changed once an order has entered production or been dispatched. Where an order has to be resent because an incorrect address was supplied, additional delivery charges may apply.
How are your products made?
Yphora products are created through specialist production and fulfilment partners. Many of our pieces are produced to order rather than being held in large quantities of pre-produced stock. Depending on your location, your order may be produced at one of several international fulfilment facilities.
How do I track my order?
You’ll receive a tracking link by email once your order has been dispatched. If you have any questions about your tracking or delivery, please contact us at [email protected].
Damaged, Faulty or Incorrect Items
I received a damaged, faulty or incorrect item. What should I do?
We’re sorry if something isn’t right with your order. Please contact us at [email protected] as soon as reasonably possible and include your order number, a description of the problem and, where helpful, photographs showing the issue.
We will review the issue and provide an appropriate remedy, which may include a replacement, repair, refund or other remedy depending on the circumstances and your applicable consumer rights.
Any request that you provide photographs or contact us promptly is intended to help us investigate and resolve the issue quickly. It does not limit any statutory rights you may have in relation to faulty, damaged, unsafe, misdescribed or otherwise non-conforming goods.
Returns & Cancellations
Can I return an item if I change my mind?
UK customers: If you purchase a standard Yphora product online, you normally have the right to cancel your order within 14 days of receiving it, without giving a reason. After notifying us that you wish to cancel, you normally have a further 14 days to return the item.
EU customers: If you purchase a standard Yphora product online, you normally have a 14-day right of withdrawal beginning from the day you receive the goods. You do not need to give a reason for exercising this right.
Australian customers: We do not currently offer change-of-mind returns unless stated otherwise. This does not affect any rights or remedies available to you under the Australian Consumer Law.
How to return a standard product
To request a return, email [email protected] with your order number and tell us that you wish to return or cancel your order.
Please wait for our return instructions before sending the item. Products may be made and dispatched by different fulfilment facilities, so you should not send a return directly to the address shown on the original parcel unless we specifically ask you to do so.
For a change-of-mind return, the item should be returned in substantially the same condition in which it was received. You may inspect the product as you reasonably would in a shop, but we may be permitted by law to reduce the refund if the value of the product has been diminished because it has been handled beyond what is necessary to establish its nature, characteristics and functioning.
Unless the item is faulty, damaged, incorrect, or we have agreed otherwise, customers exercising a change-of-mind cancellation are responsible for the direct cost of returning the item.
Refunds
Where a UK or EU customer validly exercises their statutory right to cancel a standard product, we will refund the price paid for the returned goods in accordance with the applicable law.
Where required by law, we will also refund the cost of our standard delivery option. If you selected a more expensive delivery method, any additional amount paid above the cost of standard delivery may not be refundable.
Refunds will normally be made using the same payment method used for the original purchase unless otherwise agreed. We may withhold a change-of-mind refund until we have received the returned goods or you provide evidence that they have been sent back, where permitted by law.
Personalised and Custom-Made Products
Products that are genuinely made to your individual specifications or personalised specifically for you may not qualify for the statutory change-of-mind cancellation or withdrawal rights that apply to standard products.
This may include selected products ordered through Yphora Custom Studio, such as items incorporating personalised names, dates, photographs, pet portraits, customer-supplied artwork or other individually requested customisation.
This exception does not affect your rights if a personalised product is faulty, damaged, incorrectly supplied, not as described or otherwise fails to meet applicable consumer guarantees.
Exchanges
Can I exchange an item for a different size or design?
We do not currently operate a direct exchange service. If you wish to change the size or design of an eligible standard product, you may return the original product in accordance with the return rights described above and place a new order.
If we sent you the wrong size or product, or an item has been incorrectly labelled, please contact [email protected] with your order number and photographs where appropriate. We will arrange an appropriate remedy without affecting your statutory consumer rights.
Your Consumer Rights
United Kingdom
Nothing in this policy limits your statutory rights under applicable UK consumer law. In addition to cancellation rights for eligible online purchases, consumers have legal rights where products are faulty, damaged, not as described or not of satisfactory quality.
European Union
Nothing in this policy limits the consumer rights available to customers under applicable EU or national consumer law. EU consumers generally have a 14-day right of withdrawal for eligible distance purchases and a minimum two-year legal guarantee in relation to goods that are faulty or do not conform to the contract. National law may provide additional rights.
Australia
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Where a product fails to meet an applicable consumer guarantee, you may be entitled to a repair, replacement, refund or other remedy depending on the nature of the problem. Nothing in this policy is intended to exclude, restrict or modify any rights or remedies that cannot lawfully be excluded.
Cancellation / Withdrawal Form
UK and EU customers may use the following form to tell us that they wish to cancel an eligible contract. You do not have to use this wording; any clear statement that you wish to cancel is sufficient.
To: Yphora
Email: [email protected]
I hereby give notice that I wish to cancel my contract for the sale of the following goods:
Order number:
Product(s):
Ordered on:
Received on:
Customer name:
Customer address:
Date:
Please email your cancellation or withdrawal request to [email protected].