Sizing

Where can I find your size guide?

You may find our general size guide here. Do note that this is a general guide for the basic body measurements for each size from XS to XL.

However, sizing may also vary per style. To help you choose the best size, you will find the measurements on every product page under ‘Product Details.’

A ‘Fit Reference’ tab with further information on the model’s height and size she is wearing are also indicated for reference.

If you need more help, our customer care team can answer all your questions on sizing and fit.

Please don’t hesitate to contact us at for advice.

I'm in the middle of the measurements. What should I do?

We do not offer cash refunds and our policy is a STORE CREDIT REFUND ONLY Policy.

We understand that getting the right fit could be tricky when buying online.
Unfortunately, due to the costs of handling, processing, shipping and payments, we cannot issue cash refunds for returns. We are happy to grant store credit in return for your newly purchased piece that may not fit perfectly for the first time.

Note: We will issue store credit only for the value of the items returned. Shipping is non-refundable.

I'm really unsure about my sizing. Can I return it if it doesn't fit?

As long as you comply with our Shipping and Returns policy, we will gladly process your return and issue you store credit. You may exchange the item with whatever available stock we have.

Should the price of the new item be lower than the original purchase,change will no longer be given. Should the price of the new order is higher,you only have to settle the difference

Shipping

How much does shipping cost?

Below are our standard shipping fees:

  • Metro Manila –Php350 (via Lalamove)
  • Outside Metro Manila (rest of the Philippines) –Php550 (via LPC)
  • International*–It varies per country (via DHL)

*Should you wish to have your order shipped to anywhere outside the Philippines, please contact us to arrange international shipping.

How long does shipping take?

For shipping within the Philippines, our shipping usually takes 1-3 days after processing. Please allow 1-2 business days to process your order before shipping out.

For international shipping, our express international shipping via DHL usually takes 3-5 business days after processing. Please allow 1-3 business days to process your order before shipping out.

Note: Business days do not include weekends and holidays in the Philippines.

Do you ship internationally?

Yes. We ship internationally. However, the shipping rate depends on the area.

To get an estimate of your shipping fee, please don’t hesitate to contact us with the exact address and postal code of your desired shipping destination.

I placed an order, but never received an order confirmation

You should have received a confirmation e-mail instantly after placing an order. A shipping e-mail should also follow as soon as we finish processing your order. If you did not receive an email from YOYA all within a few hours of placing your order, please check your Spam folder. It is also possible that you entered the wrong e-mail address or it was misspelled when you checked out.

If you think you gave us the wrong e-mail address, please do contact us to have the necessary information sent to your correct email address.

How do I know if my item has been shipped?

Once you place an order, you will automatically receive an order confirmation e-mail.
Once your order has been processed and is ready to be shipped out from our warehouse, you will receive another e-mail with shipping information.
For express international shipments, shipping status should immediately be up within 24 hours of receiving the shipping e-mail.

My order tracking status says delivered, but I never received it

We know how important your order is. If the tracking information states that your items have been delivered but you have not received it, please check with family, helpers, the lobby receptionist, property administration office or security guards, etc. In the event they received it on your behalf. Please also check around your neighborhood in case another home received it by mistake.

We are always willing to provide assistance when this happens. However, YOYA is not responsible for packages whose signature requirement was released. We are not responsible for lost or stolen packages if delivery has been confirmed through the order tracker.

If you are still unable to locate your package that was arranged to be shipped within the Philippines, please don’t hesitate contact us. For international shipments, you must contact the shipping carrier to discuss the issue and file a claim with them. Contact Deutsche Post Group DHL (www.dhl.com). You can reach them by calling 1-800-225-5345 for domestic or international assistance.

Do you refund shipping fees?

Shipping and handling costs are non-refundable. This applies to undeliverable or refused shipments, missing, and stolen shipments.

Should you return an item purchased from us for store credit, you will only be credited for the price of the products.

How do I track my order?

For shipping within Metro Manila, once your order has been shipped, an SMS
message from Lalamove containing the tracking link will be sent to the mobile number you have provided.

For provincial shipments, simply enter your waybill tracking ID at www.lbcexpress.com. For international shipping, enter your waybill tracking http://www.dhl.com.ph/en/express/tracking.html. Please allow for 24 hours after you have received the shipping confirmation e-mail for the status to be updated.

Who will pay for customs duties and taxes?

The customer is responsible for paying customs duties and taxes levied by the respective country involved in your shipment. YOYA will not reimburse payments made for such.

Customs policies vary from country to country and we can not anticipate this. If you are unsure of charges and whether you will be affected, please inquire on your local customs office first.

I won't be at home during the delivery time. Do you need my signature?

For shipping within Metro Manila, please let us know the complete name and contact number of the person who shall receive on your behalf in case you are not home to receive the shipment. If residing in a condominium or gated residence, please inform the lobby reception or security guards of the expected delivery to avoid any inconveniences once our delivery arrives.

For shipping internationally, once the package arrives at your local shipping station, DHL will contact you via text and e-mail to inform you of your shipping schedule. In most cases, this is the next business day.

Failure to reply to DHL’s numerous notifications will signal that you allow the package to be delivered at the said time and date.

In these cases, the customer accepts full responsibility for any loss or damage to these items once there is a delivery or attempted delivery. Furthermore, the customer is responsible if their package gets redirected to our warehouse and marked as unclaimed or undeliverable due to invalid/incomplete address.

It says my package was held or returned

This usually happens for international shipments only as domestic shipping within the Philippines are more within our control. Cases like these usually happen in the event of an invalid/incorrect address or when additional fees must be paid.

DHL will notify you enough times and will give you ample time to respond to their messages. However, once they have declared that the package was rerouted, YOYA is no longer responsible for the items or any fees that you may incur because of it.
Kindly ensure that when you input your details, your shipping address and contact information are correct.

YOYA does not offer free shipping back to the customer in cases where the delivery was unsuccessful due to the negligence of the buyer.

I just realized I just put the wrong address

Kindly contact us as soon as possible. We will gladly change your shipping information for as long as your item has not yet been shipped.

In case you gave overt and obvious incomplete information, YOYA will e-mail you and hold your package until you respond. We are not responsible for any delays brought about by this scenario.

In the event that the error is not obvious and your item has already been shipped, YOYA will be charging you the additional fees we will be incurring in order to change your shipping details. This amount varies on a case-to-case basis and we will provide you with the exact invoice we receive from DHL.

I need a different shipping address from the billing address

Kindly proceed with the transaction and then message us after receiving your confirmation email. We will happily make edits to the location of your order.

Note: Please ensure to message us within 24 hours and before your order is shipped out. Any changes after this time might incur additional charges. Furthermore, if the new address is substantially farther from the billing address or it is remote, we will have to charge you additional. As proof, we will forward to you the invoice sent to us.

Orders and Returns

How about a product(s) I ordered that is not available anymore?

All orders are subject to the products being available. If, at the time the order is issued, our warehouse detects that there are no stocks of any of the products included within it, YOYA will make every effort to locate the item. If this is not possible, the user will be notified immediately. In addition, the amount charged for the unsent item will be refunded to the customer.

Does YOYA have the right not to accept an order?

YOYA may cancel or refuse to accept any confirmed order on the following grounds:

  1. In the event of a technical and/or typing error in the prices or other details of products contained on the webpage when the order was placed.
  2. Due to a lack of availability, as described in the previous question (How about a product(s) I ordered that is not available anymore?).
  3. When the security systems indicate that the order may be fraudulent.
  4. When there are reasons to indicate that the user is a minor.
  5. If YOYA was unable to deliver the order to the address provided.

YOYA will fully reimburse any sums that have been paid.

How long do I have to exchange my items?

For orders within the Philippines, we accept returns and exchanges within 30 business days from the date of receipt. For international orders, however, we accept within 30 days.

Exchange requests outside of these grace periods will not be accepted.

Does YOYA allow cash refunds?

We do not offer cash refunds and our policy is a STORE CREDIT REFUND ONLY Policy.

We understand that getting the right fit could be tricky when buying online.
Unfortunately, due to the costs of handling, processing, shipping and payments, we cannot issue cash refunds for returns. We are happy to grant store credit in return for your newly purchased piece that may not fit perfectly for the first time.

Note: We will issue store credit only for the value of the items returned. Shipping is non-refundable.

Am I eligible for returns?

Item(s) bought on markdown are considered final and cannot be returned.

  • All return items must be unused and undamaged. Washing or altering the item(s) in any way are considered damaging it. We suggest wearing it over other pieces of clothing when you are trying it on for the first time to avoid stains and damages.
  • It must be returned in original condition, complete with its hang tag and packaging.

Are returns free? Who pays for shipping and duties and taxes?

The buyer is responsible for all return costs, including shipping, duties, and taxes. These are not covered and will not be reimbursed by us.

Note: If your original order was paid using a PayPal account, they offer a service to cover and refund return shipment costs. Please see refer to your country’s local Paypal website.

Given this, please declare the minimum shipment value for returned parcels. We reserve the right to refuse a return that has unpaid duties and taxes being charged to us.

My item(s) were damaged

All of our pieces pass through rigorous quality control and are inspected before being shipped. In the unlikely event that there is damage or defect in the piece you purchased, contact us within 7 days of receipt.

Please include images showing the damaged or defective product. We’ll make sure to sort out the problem as soon as we can.

Additionally, we cannot be held liable for any damage beyond normal wear and tear.

Can I reserve item(s) while waiting for my credits?

No, we cannot reserve your items for you while your items are in transit and while we have yet to issue your credits.

If I order the wrong size. Will YOYA shoulder the return fees?

Unfortunately, unless the item is defective, we cannot shoulder any fees.

The whole team strives to answer all sizing inquiries, so please don’t hesitate to contact us.

We’ll try our best to go beyond the size guide and recommend the best fit for you.

Do I have to return the whole order?

No, you only need to request a return for the items you wish to be credited to store credit.

Where do I send my returns?

We will send you the exact address in an email once we have approved your return request.

I received the wrong order

While steps are in place in order to avoid this, as soon as you notice it, kindly contact us immediately.

How long does the return process take?

The approval, checking and crediting process from our team will only take 3-4 business days in total. The duration and length of time for this will largely depend on your chosen return shipping method.

What is the return process?

Send us an e-mail at inquiry@shopyoya.com with the following complete details:

  1. Order number
  2. Style name
  3. Color
  4. Size
  5. Reason for return
  6. Attach pictures for reference if necessary
  • Please allow 1-2 business days for our team to process and approve your return request.
  • Once your request has been approved, you will receive an email containing the return address, the return authorization number, and other pertinent details.
  • Ship the item/s back to the address stated.
  • Once we’ve received the item/s, we will send you an email updating you of its status.
  • After we’ve checked the item/s and it has passed our quality control, you will receive an email containing your store credits.
  • You may then use the store credit to purchase.

Note: YOYA cannot be held liable for missing shipments if you waive the signature requirement as the logistics provider is outside of our control. We also recommend keeping the Tracking ID should issues arise.

Item(s) returned without a return request number will not be accepted and will be returned to you at your cost.

Product

How long does it take for you to restock?

Act quickly when you find a style, size, or color you like. Some pieces are limited edition only and are produced in limited quantities. They may never be restocked again, and we can never guarantee a piece will be restocked.

For out-of-stock items, you may opt to be notified via e-mail by clicking the ‘NOTIFY ME WHEN BACK IN STOCK’ button in the product description of the item. As soon as the item is restocked, we will give you a heads up via e-mail.

Do you allow reservations?

As we would like to give everyone a fair opportunity to purchase our pieces online, we do not allow reservations.

Which items are considered a final sale?

All items that were sold on markdown are considered a FINAL SALE and cannot be returned or refunded. Additionally, items that were bought using a discount or promo codes is included here.

Do you offer alteration services for items purchased?

We do not offer alteration services nor custom sizing for our pieces.

How do I take care of my YOYA piece?

Our pieces are created in the most luxurious yet low-maintenance fabrics and materials. To prolong the life of your YOYA pieces, we recommend the following care guide:

  • Hand wash gently with cool water and light detergent. DO NOT BLEACH.
  • Air-dry on hangers instead of putting them in the dryer. They will break down the fibers of the fabric and cause the garment to shrink and age prematurely.
  • Iron with care. Another option is to have the garment steamed.
  • Some of our customers prefer to Dry Clean their pieces for the utmost care even if it is not necessary. This is entirely up to you.

Payments

What payment options do you offer?

We offer a variety of payment options. We accept Visa, MasterCard, American Express and other major credit cards through our integrated PayPal Checkout. We also accept bank deposits via BPI and BDO for domestic transactions.

We’re constantly working in order to enable and offer more payment options in the future. We’ll be sure to update these as soon as it’s possible.

Is it safe to order from your online store?

Yes. Purchasing from our online store is extremely safe and secure.

Our website uses Secure Socket Layering (SSL), an encryption technology that ensures safe internet transmission of your personal information. We do not store your credit card details nor do we share your personally identifiable information with any third party.

Our payment options are also secured by PayPal.

How do I change or cancel my order?

You may change your order as much as you want before you click ‘Checkout’. After you checkout, there are 2 requirements for us to allow changing or cancellation of orders.

All Sales Are Final / Refund Policy

  1. The item has not yet been shipped and you have not yet received a shipping confirmation e-mail.
  2. As long as you contact us within 24 hours of placing your order.
  3. We will only allow store credit refunds for cancelled orders.

Why was I charged more than I expected?

As of now, our pricing and transactions are processed in Philippine peso (₱). The conversion rate would depend on the credit card company being used on the transaction.

We will be offering more currencies in the future

I forgot to use my discount code. Can I still have it applied?

You can use your code for your next order. Orders that have been charged are final and we cannot retroactively apply discounts.

I keep getting errors with my payment. What can I do?

In these cases, please try the following:

Contact your issuing bank as they may be blocking the transaction. Some banks prohibit cross-border transactions or your limit may be insufficient.

Kindly ensure that the shipping address is the same as the billing address. In the case that you need the shipping address to be different from the billing address, kindly contact us after confirming your order so we can manually change it.

There may be issues with the volume of transactions or your internet connection. Kindly try again after some time.