FAQs

WHAT IS A MADE TO ORDER ITEM?

Make to order (MTO) allows costumers to purchase products that are customized to their specifications. It is a manufacturing process in which the production of an item begins only after a confirmed customer order is received. It is also known as mass customization.

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HOW DO I KNOW IF I HAVE ORDERED A MADE TO ORDER ITEM?

Under the product description of each product we will indicate whether the item is made to order or not.

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HOW LONG DOES IT TAKE FOR MADE TO ORDER ITEMS TO SHIP?

Made to order items take between 10-15 business days to be dispatched, we always try our best to ship your order long before the turnaround time.

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WHERE DO YOU SHIP?

Anywhere our trusted carriers - FedEx, UPS, USPS and DHL - ship.

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THE STYLE I WANTED IS SOLD OUT! HOW CAN I FIND OUT IF IT’S BEING RESTOCKED?

Items can sell out quickly but there is a chance that we could be getting more in stock. Sign up for the product wait list by entering your email address on the product page and you will be the first to know when that item comes back in stock!

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WHY ISN’T MY DISCOUNT CODE WORKING?

Be sure to double check your spelling. If you are still having issues with your discount code, please reach out to our customer service team with your code and we’ll be happy to help you troubleshoot.

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I FORGOT TO ADD MY DISCOUNT CODE. CAN YOU APPLY IT AFTER I PLACED MY ORDER?

Once an order is placed we cannot retroactively apply the discount code. Please save this code for your next order!

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 I DIDN'T RECEIVE A CONFIRMATION EMAIL, DID MY ORDER GO THROUGH?

If you have not received an order confirmation within 24 hours, please check your spam folder. If you still cannot find it contact our customer service team here.

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MY TRACKING NUMBER SAYS MY PACKAGE WAS DELIVERED, BUT I HAVEN'T RECEIVED IT.

Once an order leaves our warehouse, we cannot be held responsible for those lost or stolen packages. If your package has not arrived within 3 days of the delivery date, you will need to file a claim directly with the mailing carrier or with ROUTE if you selected ROUTE Package Protection upon checkout. We are unable to file a claim for customers.

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HOW CAN I GET A RETURN LABEL?

Return requests must be submitted through our customer friendly return portal. After submitting your request, you will receive an email with your return shipping label. At this time, our returns portal only supports domestic returns. 

If you are an international customer and wish to make a return, please email us here.   

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HOW DO I KNOW WHEN MY ORDER HAS SHIPPED?

Once you place an order with us you'll receive an email confirmation that will include a link to your order status page. This information will update as your order is prepared and eventually shipped.  Additionally, you'll receive email notifications from us providing updates, such as "Your order has shipped" and "Your order has been delivered." The emails will include tracking information so you can follow up on your stunning new pieces.

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WHAT IS YOUR CANCELLATION POLICY?

We have a 24 hr cancellation policy. You are allowed a purchased order to be canceled within 24 hours, a full refund will be processed to the original form of payment. You can email us info@ygcollection.com for any order cancellations inquiries.