We strive to provide exceptional service. Please get in touch with us if you have any questions, and we will do our best to help!
PLACING YOUR ORDER
After you’ve placed your order with us, we will send an order confirmation. This also confirms that we have received your order. If you have not received an order confirmation, please verify that you have completed the payment process and check to make sure our e-mail was not filtered out of your inbox. All products are made after they’re ordered to ensure freshness and potency. For this reason, preparation time may differ. We will notify you when your order has been shipped and you’ll receive a tracking number to tell you where your order is every step of the way!
USA orders are usually fulfilled through USPS Priority Mail or First Class Mail. International orders are usually fulfilled through USPS Priority Mail International. Due to changing logistics, we may use carriers such as UPS, FedEx, or DHL. Please note, YÜLI is not responsible for lost, misplaced or stolen packages once they have been marked as “Delivered.” If you would like extra assurance, please request signature confirmation service by leaving us an order note at check-out. Signature confirmation is not available for international orders.
We currently offer $8 USPS Flat Rate Shipping domestically, international locations will vary. Orders over $150 subtotal qualify for complimentary flat rate domestic shipping – no coupon needed.
We are happy to take fulfill expedited shipping requests. Just send an e-mail to us at firstname.lastname@example.org with your address and desired order so we can provide an accurate shipping quote. You will receive a custom invoice and we will ship same day on orders placed before 12 PM.
Shipment time is not guaranteed by carriers, nor YÜLI. Any shipment may encounter delays due to factors beyond our control including high shipping volume or bad weather that extends beyond the expected delivery estimate provided by the carrier. If your shipment has encountered an issue, we recommend calling your local post office for the most up to date information. You can also send us an e-mail at email@example.com with your Order Number, Shipping Address and Tracking Number, and we will follow up with them as well.
International shipments are subject to customs procedures leaving the United States and arriving in the destination country which may contribute to delays. Delays resulting from customs are a reality of shipping logistics with international shipping. No returns or refunds can be issued due to delays with international shipping.
Orders that are designated for international shipping outside of the U.S. may be subjected to taxes, customs duties and other fees by the destination country. The recipient is responsible for these fees.
If the purchaser refuses a shipment, they are responsible for any import fees incurred, cost of returning the shipment and the original shipping charges.
We want you to be satisfied with your purchase, which is why we make samples of most of our products available to purchase. We also work very hard to try to respond thoughtfully to e-mail inquiries within 24-48 hours. YÜLI will accept returns on most unused full-sized products within 14 days of delivery minus shipping costs. Items should be in their original packaging. Due to the purity and potency of the ingredients used, and the freshly made nature of each order, YÜLI cannot accept opened and used items.
Trial sized items, limited edition items, gift cards, sets and special promotion items (e.g. sale and discounted items) are final sale.
To issue a return, please contact our customer service at firstname.lastname@example.org with your order number and the item you’d like to return. A client care specialist will authorize the request and provide return instructions. We cannot process a return if it not authorized. Returns must be received within 10 business days of return authorization. Refunds will be given within 14 days of your package’s arrival back to our facility. Processing between with your bank may take an additional 4-5 days business days. You will be notified by e-mail once this is completed. To expedite the return process, please provide us with your tracking number when you make your return.
YÜLI is not responsible for the return cost of shipping and cannot process a refund for unsuccessfully delivered return packages or damage incurred to products during the return process. For this reason we recommend insuring your return package in the case of loss or damage. YÜLI utilizes a system of biometrics to verify returned items have not been opened or used and reserves the right to deny a refund to products that are believed to have been previously used. Please note, returning an item may invalidate the promotions or discounts applied to the order including but not limited to shipping discounts.
For products purchased from a stockist, please consult their store policies.
EXCHANGES OR REPLACEMENTS
Exchanges cannot be made for products that have been opened or used. If you are exchanging a product due to our error: such as a wrong product we will gladly replace your product with the correct one. If you would like to exchange an unused product for a different item, please contact our customer service for authorization and return the original product for a full refund minus shipping cost once approval is granted. Unfortunately, we are not able to cover shipping costs for this. You do not need to wait for approval before placing any new orders.
If you have received a damaged or defective product, you may return it for a replacement within 5 days of delivery. Please contact our customer care immediately and we will be glad to take care of this. To arrange this, please contact customer service at email@example.com with your date of product delivery, order number, and product, as well as photographs that document the defect or damage.
Please note returns & exchanges will require 1 week for our Customer Service team to process.
We cannot cancel any orders that have already been shipped. If your order has not be shipped, you may e-mail our customer care team at firstname.lastname@example.org. However please note: although we try to be prompt, this is not a guarantee that we'll be able to process a cancellation as orders may be dispatched before a member of our care team is able to get to your e-mail. Due to the products being made after they’re ordered, once we have begun to prepare an order, it is not possible to cancel. Refunds for cancellations are applied once we provide confirmation.
Promotions are conditional upon quantity and specified time range. If you have trouble redeeming any promotions, please contact us at email@example.com, and we will try to take care you!