FAQ's

PAYMENT OPTIONS
Do you take orders by phone or email?
We can only accept orders and payment through our website, however our friendly customer service team is always available to assist if you have any questions prior to purchase.  

Do you offer lay-by?
We are proud to offer take home lay-by for Australian orders over $100, simply select Afterpay or zipPay at check out.  Click here to see more information about this payment option.  

In which currency will I be charged?
All our prices are in Australian dollars and include GST.  We are unable to charge in any other currency.  

SHIPPING AND RETURNS
Which countries does YOKO ship to?
We ship to all countries, click here to view our shipping policies.

How quickly will my order ship?
Orders are usually dispatched at 2pm every day. All orders come with a tracking number which will be emailed to you once your order leaves our warehouse.  Click  here for detailed shipping information.

Can you put a different value on my order to reduce my import taxes?
As our systems are automated, we are unfortunately not able to make manual changes to customer orders.  Please also note that this practice is illegal and not supported by YOKO’s code of ethics.

How can I return an item?
You’re welcome to return any full priced items within 14 days if you’re not happy with your purchase.  Click  here to read our full return and exchange policy.

Can I return a sale item?
Refunds, exchange and credits are not provided for sale items, unless they are faulty. Items purchased with a promo code may be returned for a store credit.  Click  here to read our full return and exchange policy.

Do you offer free returns?
Return shipping is refunded* when you use PayPal on our site.  *See conditions here.

ORDERING
I forgot to use my voucher code, can you refund the difference?
Unfortunately we’re not able to validate voucher codes after an order has been placed.  If you’re having trouble using the voucher code, please contact our friendly customer service team here.

Can I use more than one voucher code on my order?
Only one voucher code can be used at any one time.

The item I purchased is now on sale, can you refund me?
If an item goes on sale within 48 hours after you have made a purchase, please contact us and we will happily refund the difference.  This applies only to items purchased at full price that go on sale on our website within 48 hours of purchase.  We cannot offer further markdowns on sale items in any circumstance or validate voucher codes after an order has been placed. 

Can I change or add more items to my order?
Unfortunately we’re not able to change an order once it has been placed as our systems are automated.  You’ll need to place a new order if you’d like to purchase additional pieces.

Can I cancel my order?
If you wish to cancel your order, we may be able to cancel it, if it has not yet been packed or shipped.  Please contact us as soon as possible and we will do our best to accommodate.

How do I know you have received my order?
You will receive a confirmation email with your order number within an hour of your order being placed.  If you haven’t received an email from us, please check your junk mail box or contact us here.

How can I track my order?
Once your order is dispatched from our warehouse, you will receive an email with tracking information.  You can contact our friendly customer service team if you are concerned with your delivery.

PRODUCT QUESTIONS
Does YOKO sell replica, factory seconds or second hand products?
We only sell authentic products from premium brands.  Our products are brand new and will arrive in their original packaging.  

Do you have a size chart?
We have listed the individual size charts for each brand on each product page.  Unfortunately we are unable to measure individual items, however our customer service team is always happy to provide advice prior to purchase.

I’m interested in YOKO stocking my brand.  How can I get in touch?
Please contact us at dominique@yoko.com.au 

CONTACT
I have another question that wasn’t answered here.  Who should I speak to?
There are lots of ways to get in touch with us.  Click here to see our friendly customer service contact details.  

I want to get in touch with the marketing team at Baby Dino.
Please contact dominique@yoko.com.au for all marketing and PR queries.

How can I get in touch with your accounts department?
Please contact accounts@yoko.com.au for all accounts queries.