Frequently Asked Questions
DELIVERY TIME
We ship DHL Express Worldwide Go Green. When confirmed the order will be at your destination within 3 working days. We made the decision that shipments should be done as green as possible - using DHL Go Green to send all our e-commerce orders. Read more about this here. Delivery time may vary from different countries as any local import control may cause additional delays. Delivery notification will be sent via sms when your package on its way. A shipment that is not collected by 14 days will be returned back to us. A new shipment can be arranged for an additional shipping fee. Delivery times are provided only as guidelines, and do not take into account possible delays caused by payment authorization or stock availability.
DUTIES & TAX
Please note that for orders outside Norway, Norwegian taxes will be deducted from your total. Local customs duties or import taxes will apply according to your country's regulations. These charges are not included in your payment at checkout and must be settled separately.
TRANSPORT
DHL Express worldwide manages all of our orders. Your package´s assigned tracking number will be sent to your registered email address as soon as we have processed your order. If goods are damaged or lost during transport between the customer and yacaia.com you must notify our Customer Service team within 14 days. If goods are damaged or missing when making an exchange or return, the customer is responsible for payment.
RETURN & EXCHANGE
We want you to be satisfied with your purchase. Therefore, whenever you shop at yacaia.com you have the opportunity to return the goods within 30 days. The goods needs to be returned in original condition and that means not being worn or used. The return should include the original packaging and brand labels. If an item delivered is faulty, we will cover the return postage. Due to hygiene reasons underwear cannot be returned. Of course, if there is a manufacturing fault with your garment you are welcome to return the items back to us for a full refund.
Please note that it is the customer's responsibility to manage any local import taxes or duties upon delivery, as well as any related taxes, duties, or service charges for returns. Any additional costs incurred from the return will be deducted from your refund.
RETURN POSTAGE
In advance of any returns, please contact return@yacaia.com with your return request. Note that it is the customer who is responsible for ensuring the goods are returned in the same condition as when leaving yacaia.com.
If you paid using a credit/debit card the refund will go onto the same card. Remember that the refund will register on the same day as when you made the purchase so you will need to check your transaction record to confirm you have received the refund. It can take up to 30 days to receive your refund.
RETURN ADDRESS
YACAIA AS, Nedre Banegate 28. 4014 Stavanger, NO.
COMPLAINT
We guarantee that the goods you have ordered are free from defects when delivered. Should you receive faulty goods or an incorrect delivery make sure you contact our customer service team as soon as possible and no later than 14 days after delivery. We will pay for return delivery in such cases.
UNCLAIMED PACKAGES
YACAIA notes every IP-Address when purchasing from yacaia.com. If a package is unclaimed and returned to us we have the possibility to charge you for the cost of the return delivery. If a customer has more than 2 unclaimed packages they will be barred from shopping at yacaia.com.
ORDER CANCELLATION
If your order hasn´t been shipped from our warehouse, we can return the full amount paid. Please get in touch with us as soon as possible to organize a refund.
CONTACT INFORMATION
For detailed contact information please visit our Contact page.
SIZE & FIT
All our products are described with a detailed Size Chart which can be found in the product description. All garments are "true to size". You can safely take your normal size.
