Frequently Asked Questions / Help

You should be able to find the answer you need in the list of questions below – click on the one you need further information on. If you still need assistance, please use the Contact Us form or email us at customerservice@yaya21.co.uk and we will answer your question personally as soon as possible

I don't have a PayPal account, can I still buy from you?

Of course you can. If you don’t have a PayPal account, simply enter your credit card details in the Payment section as you would on any e-commerce website. Even if you do have a PayPal account, you can choose to either use it, or bypass your account and pay for your items as a one off transactionThere are three reasons why we work with PayPal, the largest and most respected online payment processor on the Internet:

  • Privacy – PayPal enables you to pay without sharing your financial information with us.
  • Security – cutting edge extensive security and fraud prevention measures.
  • Peace of Mind – every purchase you make from YaYa21 is covered by PayPal’s Buyer Protection and / or Buyer Complaint Policies.
Has my order been shipped?

You can check on the status of your order by signing into My Account and clicking on Recent Orders, which will show you full details of all your recent orders.

Why haven’t I received any emails from you about my order?

Our system will automatically send you an email at various times, depending on the status of your order. You will be sent one immediately you place an order, confirming what you have ordered, and then another telling you your order has been despatched. Also, if you cancel an order, you will be notified by email to confirm the cancellation. And when you purchases arrive, it will contain full details of your order in writing tooIf you are not receiving emails from us when you think you should, it may be because of the settings on your computer such as your spam filters (try adding customerservice@yaya21.co.uk to your email contacts), or, it maybe that you subscribe to AOL – we are aware of problems with AOL users’ systems refusing to accept emails, but unfortunately this is beyond our control. Remember you can always check the status of any current or past orders you have with us in your My Account area.

How long will it take my purchases to arrive?

It depends which delivery method you have chosen, and where you are. In the UK, if you have chosen Overnight, and your order is with us by 1.00pm, your purchases will be with you the next working day (Bank Holidays excluded) If you have chosen Standard delivery, your products should be delivered within 3 working days, but please remember that once your bag is in the hands of the Post Office, we cannot guarantee when when it will reach you.

If you are overseas, please click here for further delivery information

Can I change or cancel my order?

You can cancel an order, but you will only have a short time to do so. Go to My Account and click on Recent Orders. If the Shipped box in the order you wish to cancel says No, click on the Cancel This Order link in the green bar, and you will be able to cancel the order on the next screen. If the order says Yes in the Shipped box, this means it has already been despatched, so you will have to return your purchases once you have received them. If you do cancel an order, you will receive an email confirming this.

In keeping with the UK’s Distance Selling Regulations, you can still cancel your contract with us by returning your bag within 14 days of the day after the bag is delivered to you. If you do wish to return your purchase, please go to our Returns section for further details.

One or more of the items I am purchasing are for gifts, and need to be sent to different addresses, is this OK?

If you would like to split your delivery, and / or have something gift wrapped, please let us know and we will do the rest. And if you would like us to enclose a gift card, please let us know at the time of placing your order by sending an email to customerservice@yaya21.co.uk with details of what you want to put on your card. The paperwork will then be sent to your Invoice address for you rather than with the bag to the Delivery address. Of course you need to amend the delivery address so we know where to send your gift, and don’t forget to change it back afterwards.

Please note we cannot deliver to PO Box numbers in the UK.

Is Your Website Secure?

As you can see from browsing the site, YaYa21 is built using the very latest web technologies – the same website can be viewed on any size of screen from large PC to hand held device, and the site intuitively knows to resize accordingly at all times. Accordingly, any information entered when you create your YaYa21 account is held on highly secure servers.

Regarding payment security, we do not ask for or hold any financial information – our payment provider is PayPal, and you will be transferred to the PayPal secure servers to complete your purchases.

How do I change my delivery address and other YaYa21 Account details?

Just sign into your Account, and you will be able to change any or all of your registered Account details by clicking on the relevant links.

If you need any further assistance please send an email to customerservice@yaya21.co.uk and we will be happy to help you.
Do I need to have an account to shop with you?

Yes you do. In keeping with the UK Distance Shopping Regulations, you have to have an account with us before you can make any purchases.

You can add items to your shopping basket, but before you can complete your purchases you will be asked to either Login to your Account if you already have one, or to create an Account if you haven’t shopped with us before. Once your Account is created, you will be able to log in any time you want, check your orders, alter your account details, and make purchases very quickly and easily.

I’ve forgotten my password, what do I do?

Click on My Account as though you are going to Login, and on that page you will find a section called Password Reminder. Enter your email address in there, and a reminder will be sent to you.

My Discount Code doesn’t work, what am I doing wrong?

Be careful how you enter your code, they are case sensitive, so enter all large and small letters exactly as they are on the code, with no spaces inbetweenDiscount codes only apply for a certain period of time, after which the system will automatically reject them if they are entered. If this is happening, check when your particular Discount Code’s expiry date is – it may be that the one you are using is no linger valid.

What is your cancellations and returns policy?

Click here to see our Cancellations and Returns policy.

Do you have a Privacy Policy?

Yes we do, click here to view our Privacy Policy.

Can you deliver to a P.O Box Number address in the UK?

Unfortunately we can’t, for security reasons, we can only deliver to a standard UK Post Code address.

Can you delivery to BFPO addresses?

Yes we can. Our systems will automatically calculate the delivery amount when you checkout, and your purchases will be sent HM Forces Recorded Delivery.

Can I track my order?

All YaYa21 Orders are despatched requiring a signature on delivery.

If you wish to have the tracking number, please contact us at customerservice@yaya21.co.uk and we will be happy to send you this.