Frequently Asked
First time at Yofeely
Ordering from our store is easy. You don't need to register to find and add products to your basket. However, registration is required during the checkout process when selecting payment and delivery methods. Please note that we only accept orders through our website and not via email, or phone.
I can't log into my Yofeely account. What can I do?
In many instances, the reason for this issue is because you may have made an error while entering your email address or password during the registration process. For example, you may have accidentally clicked the register button twice or entered the wrong information. To resolve this, simply register again.
How do I check the status of my order?
To check the status of an order on a Yofeely web store, customers should log in to their account and go to the "My Account" section. From there, they can view their order history and see the current status of each order, whether it has been shipped or is still being processed. Customers will also receive email updates regarding their order, including an order confirmation email when they place their order and a shipping confirmation email with a tracking number when their order has been shipped. If customers have not received an order confirmation email, they should check their email address and spam folder, and contact customer service if necessary, providing their full name and the date and time of their order to assist in processing their request.
How can I register to receive special offers?
During the registration process, you can opt to receive our exclusive offers and promotions. If you are already registered but not receiving our emails, you can log in to your account and update your 'Email preferences' to start receiving them.
What is the process to cancel my order?
If you need to cancel your order, simply navigate to the Your Orders section and select the order you wish to cancel.
Delivery
Can I order to a different delivery address?
Certainly. During the checkout process, you can select a delivery address, which can be a previously saved address or a new one. If you wish to add a new address, simply click on 'Add a new address'.
I have received the wrong item. What should I do?
We apologize for any inconvenience caused by receiving the wrong item. Though we take great care in fulfilling orders accurately, mistakes do happen. Please reach out to our Customer Service team through Your Account with the following details:
I have received a damaged item. What should I do?
Did you receive a damaged item in your order? We're sorry to hear that. At Yofeely, we take pride in our products, and we want you to be completely satisfied with your purchase. Please don't throw away the item, as we may need pictures of the damage to prevent it from happening again.
What should I do if an item is missing from my order?
We apologize for the missing item in your order. Before reaching out to our Customer Care team, please take a moment to check the following:
- We may have sent your items in separate packages. Please check your emails to see if any items will arrive separately.
- You can also check if your order has been split into multiple packages by visiting the 'My Orders' section.
Please rest assured that if we have made a mistake we will correct it immediately, we will send you the missing item right away if it is the case.
Just send us a quick message about the missing item to: sales@yofeelycosmetics.com, pleae quote your order number in the email.
Payments
What payment currencies are available for placing orders?
Our Checkout Currency is USD.
Will I be charged VAT?
If you're having your order delivered outside of Israel, you may be subject to import duties and taxes, including VAT, or other charges directly to your local customs agency.
I have a payment problem with my order, what should I do?
If you see the status "Payment Problem" on one or more of your orders, it means there's an issue with the payment information submitted. To resolve the problem, click on the order and check the payment details. Make sure the expiry date and billing address are correct, and verify that you have sufficient funds in your account.
How to apply a discount code?
After selecting the items you want to purchase, go to "My Basket" and find the box labeled "Got a discount code? Enter it here". Type in your code and click "Add" to apply the discount.
How will I receive my refund after requesting it?
The method of refund will depend on how you originally paid for your order. If you paid by credit or debit card, the refund will be processed back to the same card. If you paid by PayPal, the refund will be credited back to your PayPal account.