Frequently Asked Questions
I’ve just placed an order, when will my item arrive?
Orders are dealt with as soon as they come in and I aim to post items out the same day. However if your order is in the late afternoon or evening, it could be the next day before your item is collected by Royal Mail.
All of my deliveries are free and are sent using Royal Mail standard delivery. This usually takes 2 - 3 working days to arrive.
I’ve ordered more than one item, will they all be delivered together?
If you place an order for multiple items then yes I will endeavour to post them all together. As with our single orders, deliveries are free no matter how many items you order!
I can see the items in my basket but it won't let me proceed to the checkout, what should I do?
This is probably because one or more of the items you have selected is currently out of stock. It should not be possible to pay for any item that is not currently available. Items placed in your shopping basket that are currently out of stock will be highlighted by ***. Check the box to the left of the description and click 'remove'. Until you remove them from your basket you cannot proceed to the checkout/payment page. This means that you can shop with confidence that the items you have paid for will be with you within a few days.
I placed my order days ago and it hasn’t arrived, what do I do?
Get in touch with me via the contact us page and I will endeavour to track your order down for you. If the item has been lost in the post then I will issue you either a replacement item or a full refund.
Unfortunately things do sometimes go missing in the post and whilst I try my best to ensure that all items are correctly addressed with full senders’ details on the reverse, these things do sometimes happen and I will act quickly to solve the matter according to your preferences. You can help to prevent delayed or lost postage by providing me with your full address, including your postcode, and checking that all details are correct.
Do you deliver internationally?
No, at the moment I am not able to ship internationally, but it is something I am looking into in the near future.
How will my item be packaged?
Once your order comes through, the item of jewellery you have chosen will be selected and carefully and securely wrapped in coloured tissue paper. This in turn will be popped into one of my gift bags and then inserted into a padded envelope. Multiple items will be individually wrapped then, where possible, placed into the same padded envelope to minimise packaging.
How safe is it to order through Yuju?
It is very safe to order online with Yuju. My secure pages are managed by Realex, one of the leaders of online secure technology. When you are taken to the payment page you will notice the https:// in the address bar and the small padlock symbol, this is your guarantee of the security of the page. Any information you enter on this page is encrypted to prevent theft and your details are not saved anywhere online. Realex also manage my security software to prevent malicious software and hackers. I take my customer security very seriously indeed and I'm always working to update our software and prevent fraud. You can rest assured that shopping with Yuju is as safe as shopping with any other large well-known store.
What types of payment do you accept?
I accept all types of major credit and debit cards and their logos are visible on my payments page. I’m afraid I cannot accept cheques or bank transfer.
I don’t want to pay online, is there any other way of paying for items?
I am only able to take payment through my website but I can assure you it is much safer than giving your card details out over the telephone. All your details are entered at your end and I never even see your card details, that’s got to be safer than telling someone over a phone line.
Do you pass my information onto anyone else?
Here at Yuju I respect the privacy of my customers and will not sell your details onto any third party. If you have opted to receive my newsletter then that is the only regular contact you will have with me and you may unsubscribe from that at any time. I know how frustrating it is to receive unwanted email and so have vowed never to send out unwanted emails or to pass any of my customers’ information onto anyone else.
I want to find out more information about a particular item of jewellery, what do I do?
Whilst I try to provide as much detail as I can about my items, I realise that this is sometimes not enough. If you need more info then just send me a quick message through the contact page and I will get back to you with the answer.
The item that has arrived isn’t what I thought it would be and I want to send it back, can I?
Yes you certainly can. Just pop it back into the envelope and send it back to Yuju along with a return note from our returns page. This lets me know why you didn’t want the product and helps me to make sure my product descriptions and information are correct.
All returns must be sent back to Yuju within 7 days for you to get your refund.
As the item is not faulty in any way, I can only refund what you paid for the item and not the cost of returning the item back to Yuju. Therefore before you order please read the item description carefully to get a better idea of the look and feel of the piece.
I'm afraid that due to hygiene regulations, earrings cannot be returned.
My order has arrived damaged or broken, what do I do?
All of my items are checked before being posted to my customers, however I accept that some may be damaged in the mailing system. Therefore if this happens to you then download the returns form from my returns page, complete and insert it, along with the item back into the envelope and send it back to Yuju clearly addressed (our postal address will be on the reverse of the envelope) with your address on the back – do not make a note on the envelope of the contents as I am not held responsible for returned items that go missing in the post. I will issue you a full refund both for the faulty item and the postage incurred in sending it back so long as the item is sent back within 7 days of receipt.
When will I get my refund?
Once I have received the returned item and I'm satisfied as to its condition, I will work quickly to ensure that the refund is paid into your account within 7 days. All refunds will be issued to the same card that was used to pay for the item.
How can I find out about new products and special offers?
You can sign up for my newsletter which is sent out with all the latest features, special promotions, new products, customer reviews and special offers along with following Yuju on twitter and facebook.