FAQ
Shipping & Tracking
Don't worry, you will receive an email containing your tracking number as soon as your order ships from our warehouse.
If you made a mistake with your shipping details, please reach out to support@yarpa.cc straight away and we will help you to the best of our ability. Please note, we are unable to adjust addresses if the order has already shipped out from our warehouse.
Currently, we're offering free shipping on orders over £55 or more. As we don't ship from the European Union yet so fees might be applied for deliveries within the EU. Agreements with the United Kingdom (UK), Canada, Switzerland, and Norway mean that you should not incur any fees for your order. All other local customs and handling fees are the responsibility of the customer.
For customers ordering from other countries than the above, customs and handling fees might apply. These are the responsibility of the customer so we recommend inquiring about potential fees with the local authorities before placing your order.
UK and European orders, they are usually shipped via local partners and handed over to the national postal service for domestic delivery.
U.S. orders are usually shipped via USPS, UPS or a courier partner that is closest to your address.
Canadian orders are shipped from a local warehouse in Toronto, and various courier services and Canada Post are utilised.
For all other countries, we partner with various courier and postal services. We try to select a service that reliably ships to your region. These orders are shipped from Hong Kong.
When we ship the order you will receive a confirmation email with a tracking number that you can use to monitor the status of your shipment.
Please don't stress if there are no scan events within the first 24 hours - the system can take a day or so to catch up.
During the week, orders usually are processed within a few days depending on the delivery country as well as the service you select. If you order over the weekend or on a national holiday, shipping may be slightly delayed.
We have cut our average order-to-delivery time from 20 days (for our longest and international orders) to around 15 days in 2023. Our supply chain team is working on applying lean manufacturing to make the delivery process smoother and more efficient over time. In the future, you can expect these delivery times to keep decreasing.
International orders can however sometimes take up to 30 business days due to customs.
Please bear in mind shipping companies worldwide are experiencing delays due to the ongoing COVID-19 pandemic. Unfortunately, we have no control over this.
If 30 business days have passed and you still haven't received your order, please email us from our contact page and we'll find a resolution.
We do our best to dispatch items in a timely fashion. From time to time, a delivery is delayed due to unforeseen reasons such as a delivery lorry breaking down or adverse weather. If you have a tracking number for your order, please go online to check for any updates direct from our couriers.
My parcel has not arrived, what do I do?
Occasionally orders are returned to us as deliverable. An order could be returned for one of the following reasons.
Incorrect address
If the address is incorrect, outdated or is rejected because it is a PO Box or pack station, the parcel will typically be returned to us by the carrier or the unintended recipient. We are unable to make address changes for parcels after they have left us. Please double-check the address carefully when placing your order. Should your parcel be returned to us, your order will be refunded less any shipping costs and an email sent to notify you. You will need to place a new order online.
Failed delivery attempts
Most of our carriers will make more than one attempt to deliver a parcel. If they find that they can't successfully deliver your parcel, it may be returned to us or left at a local depot for you to arrange collection. If not collected, the parcel will be returned to us. Should this happen, your order will be refunded less any shipping costs and an email sent to notify you. You will need to place a new order online.
Refused by recipient
When ordering a gift to be sent directly to the recipient, please be sure that they are aware. A gift recipient who isn't expecting a gift may refuse a parcel if they believe it's being delivered to them by mistake. Should this happen, your order will be refunded less any shipping costs and an email sent to notify you. You will need to place a new order online.
Unpaid customs charges
International deliveries outside the UK may be subject to customs clearance. These charges can include import duty, handling fees, local taxes and other costs. Yoga Studio is not responsible for these costs or for any delays caused by Customs or other government authorities. Failure to pay these charges will mean that your parcel will be returned to the UK. Please make sure that you understand what process and costs may apply for delivery to your country. Should this happen, your original shipping charges will be forfeited as well as any other associated return costs. If the cost of return is greater than the value of the order, then the whole cost of the order will be forfeited.
Illegible address
In rare cases, address labels may become illegible in transit. If this happens, a carrier will return the parcel to us. In these instances, we will reship free of charge. Damaged in transit If a parcel is badly damaged while it's on its way to you, the carrier may return it without attempting delivery. In these instances, we will repack and reship free of charge.
On the rare occasion some parcels go missing, usually the goods have just been misplaced by the courier or misrouted and will turn up within a couple of days. For all courier deliveries, an investigation will take up to 10 working days. We need to allow the couriers’ time to deliver your order, so depending on your location and delivery method.
As this is an added service, orders with personalisation will take longer than normal to be dispatched. All orders are different, so we are unable to suggest a time-frame without knowing your requirements. Please get in touch with our Customer Service team to discuss your requirements.
Once you have placed your order you will receive an order confirmation notice, however, your tracking might not yet be promptly available. After 2-3 days you will receive another email informing you that your order has reached the first checkpoint on its journey and the tracking is now live. By clicking the page called 'track orders' in the main menu you can then input your order number and email address to see the tracking information for your order and monitor the status of your shipment. Your order number can be found on your confirmation email.
Please note that you may have to wait 2-4 days for your tracking information to appear. The tracking information will only become active when your order reaches the first checkpoint on its Journey. When this checkpoint is reached, you will receive an email with a link to track your order.
If your order requires international shipping the tracking will not update for a while during the time your order passes overseas. This is the longest section of your package's journey. Once the package reaches your country the tracking information will update and you will receive your package quickly within a few days. Unfortunately, in some circumstances, your shipment may get delayed. This can be down to a number of reasons, such as extreme weather, customs checks or backlogs.
Our tracking system is controlled by the shipping company and so if they have updated the shipment as delivered to both of our best knowledge it has been delivered. However, the deliverer of the package may mark it ask delivered when it was instead left with a neighbour or other safe location. If you cannot immediately find the package, we recommend you check with your neighbours/ fellow house members/usual safe space. In the event that you are still unable to locate your parcel, the best practice is to contact your local post office and notify them of this instance and request a case number.
For context:
Our products are shipped worldwide by the mail service. Once your order is received, we will hand the product over to the shipping service. Once the product reaches your country, it will be handed over to your country's lead postal service. Please contact them first if you have not received your package. You can provide them with your tracking code found on the 'Track Order' page.
Ordering
If we have received your order an order confirmation will be sent to your email address. If you do not receive an email from us then please check your spam folder.
You will receive a separate shipping confirmation when your order is shipped from our warehouse.
An order confirmation may take a few hours due to payment authorisation. Please check your junk/spam folder in case the order confirmation got filtered away from your regular inbox. If you have still not received your order confirmation, please email support@yarpa.cc for further help. If you have placed your order on Friday afternoon or during the weekend, please note that your order will not be shipped out until the following business day.
Your order number can be found in the confirmation email you received immediately following your purchase. Your order number is alphanumeric and will consist of both numbers and characters (e.g. 123456PL).
We ship to one address per order, so if you need to send to multiple addresses, please place a separate order per address. Shipping charges will apply to each order.
To cancel an order that hasn’t shipped, please provide your order number and the reason for your cancellation to our support team using the 'Contact us' link at the bottom of this page. If you’re experiencing a problem, our support team may be able to resolve your issue without cancelling. We’re always happy to help.
Please note:
As we do our best to get your orders out to you as soon as we can, occasionally an order will be processed before the team has a chance to change it. We cannot guarantee a change of order after the order is placed so please select your items carefully.
Please email us immediately with the subject line CHANGE or CANCEL and we will do our absolute best to carry out your request. If it has already been dispatched from our fulfilment partner you will need to go through our returns process.
We cannot cancel orders that have already shipped.
No - due to an automatic ordering system, order modifications are no longer possible once your order has been placed online. If your order is still in process and has not been prepared for shipping yet we can cancel your order so that you can place a new order at your own convenience with the correct changes/options (e.g. colour, size) you wish to purchase.
Please note:
You will receive a shipping confirmation and tracking number once your order is dispatched.
We cannot make changes to orders that have already shipped.
We cancel orders for the following reasons:
Our system detected possible fraud.
You should have received an email from support@yarpa.cc explaining the different root causes and how to solve any outstanding issues.
Your address wasn't correct, and you haven't replied to our emails.
To ensure successful delivery, our shipping providers proactively check for incomplete address details and other required information before shipping a product to its intended destination.
When the shipper requests additional information, we will notify you twice over the course of three (3) weeks. If we haven’t received a response, the order is automatically cancelled.
Don’t worry: If your order has been cancelled, you are welcome to place a new order through our website.
Please get in touch using the 'Contact Us' link below if you need additional information regarding your order cancellation.
Please note sale stock is limited and cannot be back ordered. Sometimes products which are out of stock can pass through the checkout. In this case, all the out of stock items will be cancelled from your order and refunded via the same payment method used. We will endeavour to get in touch via email as soon as possible to advise if anything on your order has been cancelled due to availability. Unfortunately, we are unable to offer alternatives.
With the exception of our Black Friday sale, we never provide markdowns or discounts to customers.
However, if you have a social media account, you can participate in the Yarpa Challenges.
To be the first to know about any exclusive offers we're running, as well as new product launches and other updates, please sign up for our newsletter.
Simply head to the checkout - you can apply your discount code on your basket page - and on the first page of the checkout there will be a box for you to enter your discount code in - make sure to click ‘Apply’! This is offered before the payment page so you’re totally aware of how much you can save.
*Please note:
Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders.
If you receive a message saying that your coupon code is invalid, it could be due to any of the following reasons:
- The promotion has expired.
- The promotion cannot be used with the items you want to purchase.
- Promotional items may be missing from your cart.
- The promotion cannot be combined with any other offer.
The majority of our promotions cannot be combined with other offers or discounts. It is always great to check the terms and conditions for specific rules and order eligibility.
No, we are unable to apply promotional codes and discounts to past purchases.
Return & Exchange
We will refund any item within 30 days of purchase. All we ask is that the goods are returned in their original condition. This means clothing must have hangtags still attached. Yoga mats, props and all other equipment must be in their original cellophane and/or branded wrapper. If any products have been removed from their wrapper, we are unable to accept a return.
Please be aware that some items are non-returnable.
What items cannot be returned?
We will normally accept an item back for return if it is brand new, within 30 days of the purchase date, undamaged and still in its original packaging.
To be eligible for a return:
1. Item(s) have to be initiated for return and placed in the post within 30 days of the delivery/receiving of order.
2. Item(s) were not marked “Final Sale” or “Non-Returnable” at the time of purchase, unless faulty.
3. Item(s) must be in the original packaging, which must be in original condition.
This includes attached swing tag, shoe boxes and jewellery packaging. You will be asked to put your photography skills to the test and provide a photo of your item prior to sending it back to us so we can assess the condition.
Also there are a few exceptions and these are listed below:
- Earrings
- Headbands
- Body care items such as creams/lotions/oils/soaps/lip balms etc
- Tongue scrapers
- Neti pots/nasal catheters
- Personalised products
If you are returning one of your items from a bundle, your order is no longer valid at that bundle pricing.
And any rejected returns cannot be reshipped and will be destroyed upon receipt.
Please contact us if you are unsure about our returns process.
For international customers, you can get more information on our Order & Returns page.
On occasion, we may have to reject a return. Below are some of the most common reasons for this happening:
- It has gone past 30 days from date of purchase – our returns policy only extends to 30 days.
- It has been returned with damaged packaging – we are unable to accept a return with incomplete/damaged original packaging.
- It has been returned in an unhygienic condition – for Health & Safety, our staff are unable to handle returns that are contaminated.
- It is an item that cannot be returned – some items are exempt from return, please see below for full list.
If your return passes inspection you will receive a confirmation email, typically within 7 business days from the time we’ve received the returned goods in our warehouse. (If the returned items do not pass inspection, a customer service team member will be in touch.)
Should you receive a refund for your order, you will receive an email confirming this has been processed from our end. From there, it will take up to 10 business days to process in our systems and just a few more days into your account, depending on your bank. If it takes any longer than this, we would recommend contacting your bank or merchant directly.
Please note that at this time we do NOT cover the cost of return shipping. We will, however, refund the initial shipping costs if you return your complete order.
All personalised products will have been made to your specification. In these instances, we are unable to offer a refund for any products with personalisation. Of course, this does not affect your statutory rights.
We will normally accept an item back for return if it is brand new, within 30 days of the purchase date, undamaged and still in its original packaging.
To be eligible for a return:
1. Item(s) have to be initiated for return and placed in the post within 30 days of the delivery/receiving of order.
2. Item(s) were not marked “Final Sale” or “Non-Returnable” at the time of purchase, unless faulty.
3. Item(s) must be in the original packaging, which must be in original condition.
This includes attached swing tag, shoe boxes and jewellery packaging. You will be asked to put your photography skills to the test and provide a photo of your item prior to sending it back to us so we can assess the condition.
Here a few examples of items that cannot be returned:
- Earrings
- Headbands
- Body care items such as creams/lotions/oils/soaps/lip balms etc
- Tongue scrapers
- Neti pots/nasal catheters
- Personalised products
If you are returning one of your items from a bundle, your order is no longer valid at that bundle pricing.
And any rejected returns cannot be reshipped and will be destroyed upon receipt.
Please contact us if you are unsure about our returns process.
For international customers, you can get more information on our Order & Returns page.
If a product is given for free together with another product (Buy 'X' and receive 'Y' free of charge), both items needs to be returned to receive a full refund. If only the product which was paid for is returned, the value of the promotional product will be reduced from the refund. If only the promotional product is returned, no refund will be issued for the product since it was free of charge.
Payment
For Yarpa your privacy and security is our highest priority. We use Shopify Payments which is safe and extremely secure. It is a highly encrypted system designed to protect customers and also hold merchants accountable.
For UK customers, we accept several payments methods such as PayPal, and the following cards: Visa, Mastercard and Maestro. We also offer Klarna, Apple Pay and Google Pay. For those outside of the UK, we support 50+ methods which you will be offered on the basis of the country you are in.
All orders are charged at point of sale. This means we debit your card or you send us a PayPal payment for the full amount of the order as soon as you complete your order.
We accept 50+ currencies. When you're shopping in our website, usually your browser will change the currency automatically to match your region. Let us know if you're experience any issue. We're here to help.
No - we do not offer the possibility to place orders on invoice with us. At this time we only accept orders that are placed via our online ordering system by credit card, PayPal, Apple Pay and other payment methods.
Please note that Yarpa does not offer Tax-free purchases or VAT refunds. The retail prices on Yarpa will remain the same independent of the VAT percentage of the destination country. This includes export countries, such as Norway and Switzerland.
We ship international packages DDU (duties and taxes unpaid), meaning that these fees are not included in the price of the goods you purchase from our website. Local tax and import handling fees will be charged to you by the courier service when ordering to a country outside of the EU customs zone. Yarpa is not responsible for these charges. These fees are paid to your local carrier or government and are not collected by Yarpa, and thus cannot be refunded. Please contact your local tax authorities for questions regarding import taxes. These charges are not refundable when returning items. Customs processing may take extra time to have your order delivered. We do not offer duty free shopping so you will be unable to reclaim any VAT from your purchase.
Please note that Yarpa does not offer Tax-free purchases or VAT refunds. The retail prices on Yarpa will remain the same independent of the VAT percentage of the destination country. This includes export countries, such as Norway and Switzerland.
Other
Simply click on the unsubscribe link in the footer of an email you receive, alternatively you can email our marketing team who will manually remove your email address from the Yarpa mailing list.
Sure thing! Please write us an email support@yarpa.cc. Our team is here to help and operates, Monday to Friday from 09.00 to 17.00 GMT.
Yarpa is offering incredible discounts (sometimes up to 50%) during Black Friday. The the discounts we are offering, is calculated based the regular retail price during the year. This offer cannot be combined with other offers and discounts. If another discount code is entered at check-out, it will render an "invalid" notification and will need to be removed in order to complete the purchase. The campaign is not valid on wholesale purchases. Standard Return Policy applies to our Black Friday promotions.
Let us know if you still have any questions.
We look forward to helping you with your enquiry. We will respond to your email as quickly as possible. During busy periods it could take us longer to respond - thank you for your patience.
Opening hours
The team operates Monday to Friday from 09.00 to 17.00 GMT.
Contact us
support@yarpa.cc