Frequently Asked Questions
PRODUCTS
You can find your size in our size chart on the product page. Here you can easily see which size you need based on your measurements.
A number of articles from our collection have a different sizing and are shown as size 1, 2 or 3. This sizing is equal to:
Size 1: XXS/XS
Size 2: S/M
Size 3: L/XL
In case an article is sold out online, you can contact a store near you, they may have one in stock for you.
Or you can send an email to our customer service department: service@yaya.nl, stating the item number, color and size, so they can check the store stock.
For all washing instructions, please see our fabric & care page. Here you will find all the instructions on how to wash and care for your article per material.
The collection you see online is not always the same as the one in shop. You can shop most of our collection in our webshop and concept stores. Our HOME collection is only available in the concept stores.
The YAYA Giftcard can only be purchased and spent in our concept stores.
DELIVERY
We ship with GLS to the Netherlands, Belgium, Germany, France, Luxembourg and Austria.
After completing your order, you will receive it within 2 working days.
Of course we are also dependent on the carrier and are not liable for any delays caused by them.
For the payment of your online order you can choose from the following payment methods: Apple Pay, PayPal, iDeal (NL), credit card.
In all cases you must pay for your order in advance. Choose the payment method that suits you best to complete your order.
Shipment is free for orders of €49.95 and over. For orders under this amount, the following shipment costs apply:
- €4.95 for the Netherlands, Belgium, Germany and Luxembourg
- €7.95 for France and Austria
You will always see the shipment costs during the checkout process for your order and they are automatically added to your total amount.
ORDERS
You can view your order confirmation in my account.
After completing your order you will also receive an order confirmation by email.
You can view your order confirmation in your account.
Have you placed the order as a guest user? Then wait for the e-mail with the track & trace. Via this link you can follow your order from the moment it has arrived at the carrier.
Unfortunately, it is not possible to change or cancel your order once it has been completed. This is because your order ends up in our automated system, so that it is delivered to you as quickly as possible.
When your order is transferred by us to GLS for shipment you will receive an email with the tracking information, which also allows you to change the delivery address.
RETURNS
During the 14 days reflection period, you may use an article to the extent necessary to determine the nature, characteristics and operation of the article so that you can do the same in a store. For example, you can try on the article, but not wear it (outdoors).
If you return an article that has been damaged, washed, the labels have been removed, an article is incomplete or a product contains other traces of use, such as make-up stains, you are liable for the depreciation of the article caused by you. YAYA will deduct this depreciation from the amount to be refunded to you.
Received an item with make-up stains? Please contact service@yaya.nl before returning your item.
We hope that you are happy with your new items! If however you are not satisfied, you can return your items within 14 days following receipt.
To announce your return, simply follow the following steps:
- Open the order confirmation in your mailbox
- Click on the link in the confirmation email
- Log in with your order number (NB: this is a combination of letters and numbers) and the email address used
- Select the items you want to return with the quantity and reason for return
- Select the desired shipment method
- Pay the return costs, where applicable
- After announcing your return shipment, you will receive a return label or QR code by mail, using which you can hand over the package at a parcel point of your chosen haulier. Please note that the return label is valid for 5 days. Be sure to keep your proof of postage!
Do you not have the order confirmation at hand? Then follow the steps below:
- Go to https://yaya.returnless.com/en with your order number (NB: this is a combination of letters and numbers) and the email address you used
- Select the items you want to return with the number and reason for return
- Select the desired shipment method
- Pay the return costs, where applicable
- After announcing your return shipment, you will receive a return label or QR code by mail, using which you can hand over the package at a parcel point of your chosen haulier. Please note that the return label is valid for 5 days. Be sure to keep your proof of postage!
You can choose the following carriers to return your order:
Netherlands: PostNL - DPD
Germany: DPD - DHL - UPS
Austria: DPD - UPS
Belgium: DPD - PostNL - UPS
France: DPD - UPS
Luxembourg: DPD - UPS
Return address
YAYA BV - LOGISTICS
Haarlemmerstraatweg 143-147
1165 MK Halfweg
Netherlands
Unfortunately, it is not yet possible to return articles ordered online in our stores.
Unfortunately, it is not yet possible to exchange articles ordered online. You can return unwanted articles and then place a new order yourself via the webshop.
You can return articles within 14 days of receipt.
For returns within the Netherlands, Belgium, Germany and Luxembourg, the costs begin at €4.95, depending on the chosen haulier and the service point. For France and Austria, the return costs begin at €7.95. You must pay these costs directly on announcing your return shipment.
The amount for the returned product will be refunded to your account within 14 days*. Bear in mind that the bank processing period may vary. We are not liable for any delays thereby created. *not including weekends, bank holidays and extreme peak periods.
Did you pay shipment costs for your order (for orders of below €49.95)? In that case, we will cover the return costs with the original shipment costs and you will not have to pay anything extra. If you did not pay any shipment costs, you will pay for your return.
Received a damaged item or have a complaint about your web order? Please contact our customer service team. Describe the complaint as clearly as possible. We will provide an appropriate solution.
If you have a complaint about an item purchased at one of our stores, we will be happy to help you at the store in question.
Received an incorrect order? Contact our customer service. Describe what is wrong with your order, state: order number, relevant article number(s), color, size. We will provide a suitable solution.
As soon as we have received your return in our warehouse, it will be processed as soon as possible*. Within 14 days after processing your return, the return amount will be refunded via the payment method chosen by you.
*with the exception of: weekends, holidays and extremely busy days.
Of course we are also dependent on the bank and not liable for any delays caused by them.
You can return your sale articles within 14 days of receipt.
ACCOUNT
To log in on the top right of the screen on the person icon to go to the login page. Enter your email address and password to log in.
No account yet? Create an account.
Do you receive an error message when logging in or do you not remember your password? Click on "Forgot password" and follow the instructions in the email.
The benefits of an account are:
- faster check out because we saved your details;
- clear overview of all your orders and the status;
- easily change your data and preferences yourself;
- better customer service.
STORES
Looking for a store near you? View all stores.
When purchasing in one of our YAYA concept stores, you can choose from the following payment methods: pin, cash, credit card, YAYA gift card.
Our other points of sale have their own payment methods.
SOCIALS
YAYA MEMBERSHIP
Do you have a question about the membership? The fastest way to find an answer is through our YAYA Membership page.