Customer Care

You should be able to find answers to most common questions below, but if not please contact us instead. We reply to all messages within 24 hours.

Delivery

Yes, there is an option to choose a different delivery address during the checkout process. 

You can track your order on the Tracking Page .

You can see all of our delivery options on the Delivery page. 

We try our best to offer delivery to as many countries in the world as possible. Please check out the Delivery page to see if we deliver to your country. 

European Union

Orders under €150

As of 7th September 2021, VAT is collected at the checkout on all EU orders under the value of €150. This means that there will be no VAT or duty payable upon delivery. All prices on our website therefore include VAT for EU customers.

Orders over €150  

As of 7th September 2021, VAT is not collected at the checkout on all EU orders over the value of €150. Instead the customs and import duties will be levied once the package reaches its destination country. IYOKI is not responsible for any additional charges for customs clearance, and our customers must pay for these in full. IYOKI has no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country and you may want to contact your local customs office for further information. 

Rest of the World

Orders to countries outside of the United Kingdom and the European Union may be subject to customs and import duties that are levied once the package reaches its destination country. IYOKI is not responsible for any additional charges for customs clearance, and our customers must pay for these in full. IYOKI has no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country and you may want to contact your local customs office for further information.

IYOKI Rewards

IYOKI Points can be earned by completing actions such as placing an order or following our social media. Simply click the rewards tab at the bottom of the screen and open the 'Earn IYOKI Points' tab to see the list of activities available for you to take part in.

Please note that you must be logged in to be able to earn IYOKI Points.

In order to join the rewards program, just click “Create a store account”. Once logged in, you will be able to start earning points and exchanging them for rewards.

IYOKI Points can be exchanged for IYOKI Rewards. Simply click on the rewards tab at the bottom of the screen and open the 'Claim Rewards' tab. Here you will see all of the discounts you can exchange your points for. 

Please note that you must be logged in to be able to earn IYOKI Points.

IYOKI Points are valid for 2 years from the date they are earned. You will receive a reminder email 1 month before they are due to expire.

Payments

Unfortunately not, once your order has been placed we are unable to change your payment method. 

We have several payment options to make your checkout experience fast and convenient.

Debit/Credit Cards

We accept payments from Visa, Mastercard and American Express cards throughout the world using our payment processor Shopify.

PayPal

We accept payments from PayPal.

Google Pay

If you check out via an Android device, you will have the option to use Google Pay.

Apple Pay

If you check out via an Apple device or the Safari web browser, you will have the option to use Apple Pay.

To help ensure that your shopping experience is safe, simple and secure IYOKI uses Secure Socket Layer (SSL) technology. This encrypts and protects the data you share with us when making a purchase.

If SSL is enabled then you will notice that when you look at the location (URL) field at the top of the browser you will see it begin with ‘https:’ instead of the normal ‘http:’. This means that you are in secure mode. 

All orders will be processed in GBP (British Pounds).

We do offer a currency option at the top of our website, but this information purposes and is only there to help you quickly estimate the cost of our products in your currency. The amount you are charged when you make the payment will depend on the payment method you use and the exchange rate at the time of payment.

All credit/debit cards are subject to validation checks and authorisation by the card issuer. If the issuer of your card refuses to or does not authorise payment, our payment processor will decline your order.

If your order is declined, we would advise you to contact your card issuer. 

Unfortunately we do not always know why your card has been declined. Please ensure that your card details are entered exactly as they appear on the payment card, including your name, and that your card number is entered without any spaces. The CVV number, the last three digits on the signature strip on the reverse of the card, will need to be entered also.

If all of the above was entered correctly, please contact your card issuer for further details as to why your card was declined. 

Returns

If you would still like to start a return or an exchange, please head over to the returns page.

Once we have received your return we will email you to let you know. When the refund is approved we will notify you again and then process a refund to the original payment method within 3-5 working days.

We're really sorry that your order hasn't arrived to you in perfect condition. We try our best to ensure that all orders are packaged well, but unfortunately sometimes accidents happen.

Before starting a return however, please contact us as we may be able to send out replacement/spare parts to you without you needing to return anything.

If you would still like to start a return, please head over to the returns page . 

If you are not entirely satisfied with your purchase for any reason, you can return it to us within 30 days of receipt. All we ask is that you return the product(s) to us in the original packaging and in a re-saleable condition. You are responsible for the return shipping, although this may be reimbursed depending on the reason for return.

Please contact us first though, as we may be able to resolve the problem without a return.

If you would still like to start a return, please head over to the returns page .

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