FAQ SHIPPING & CONTACT
IMPORTANT INFORMATION, PLEASE READ BEFORE ORDERING
ANSWERS TO FAQ ARE ALL LISTED BELOW, THANK YOU.
Updated 22nd November 2017
Turnaround time is now approximately 15 / 20 working days, please note some payment transactions take approx five working days to complete to us, we will then action your order. Our team work Monday - Friday during business hours only. August, November and December are busier periods, therefore we appreciate your patience.
You will receive email confirmation as soon as they are shipped. Thank you for your patience.
We recommend prior to ordering, you set up a Ysinobear account on the site. Please use this to keep your contact and mailing information updated, as we are unable to make changes after your order has been submitted.
Shipping Fees and Dates
Shipping fees are added at checkout.
Standard - Untracked: China 5-7 Days, International 8-12 Days (DHL)
US/UK/Germany/France/ Italy/ Spain : 3-8Days (DHL)
Others countries:8-12 Days (Send items from China by DHL)
When your parcel arrives in your country, it will be passed into your local postal network and be delivered according to their standard delivery procedures. We are unable to guarantee delivery of any untracked items and booking this way is at your own risk.
When ordering with PayPal Express, you are first taken to the PayPal page. This is where PayPal input your credit card information. Once PayPal receives your billing address, they send that to Shopify in order for them to calculate which rates are applicable, this will occur if you are choosing signed for shipping.
You will receive an email confirming shipping, as soon as our team have completed your order. We believe our team should work in a stress-free environment in order to bring you high standard pieces, therefore please allow extra time during busy periods.
For all other orders, we ship fortnightly. Please allow 4-8 weeks for delivery maximum before contacting us regarding possible missing items. We cannot be held responsible for any delays due to postal / courier strikes or third party delays.
Customs & Import Charges
Any customs or import duties are charged once your parcel reaches its destination country. The recipient is responsible for any of these charges. Unfortunately, we aren't able to provide these charges, nor do we have any control over them, given that customs policies and import duties vary widely around the world. If you would like to find out ahead of making a purchase, please do contact your local customs office for any current rates to avoid any unexpected charges associated. Thank you.
VERY IMPORTANT: Your Shipping Address
Please make sure to include all address information and do not abbreviate any city, country names or zip/post codes and capiltalise country names etc. We need full addresses to ensure safe delivery including Full name, Building name / number, Street name, Town / City, County / State, Zip and Country.
Please do make sure all addresses are in the correct format for your local postal services and also in English - shipping / postal services are more often using machinery that reads zips and addresses on our labels for sorting, any incorrect address information can cause parcels to be lost in transit.
Correct formatting can be found here:
(http://www.addressdoctor.com/en/countries-data/address-formats.html) and (http://www.royalmail.com/business/help-and-support/how-to-address-your-mail-correctly) this is essential as we cannot be held responsible for any missing / delayed items when information is incorrectly supplied to us.
If you feel your parcel should have arrived and it has been fulfilled, please do check in with your local post office and contact us (Email: firstname.lastname@example.org)
Returns / Refunds
Please note we cannot accept returns on magazines nor made-to-order items and don't issue refunds due to apparel being hand finished for you. However, should you find your purchase faulty, please email photographic evidence upon receipt of your items in the first instance and we will work out a solution with you. Please note we are unable to accommodate enquiries after 30 days of receipt.
To ensure your communications are received, please do contact us by replying to your receipt email only. Please allow us at least 14 - 20 working days for a reply, we are a very small team and read emails between 10am and 4pm on working days only when we are not involved in production. Many thanks.
If we are alerted to any possible fraudulent activity in relation to order payments, we will first try contacting you by phone and if we aren't able to reach you, will fully refund the order. If you do receive a refund, please do place your order again using an alternative payment method. Many thanks.
Contact and Letters
Due to the very high volume of emails received, please thoroughly read this FAQ page before contacting us. We hope you understand that given the hands on nature of our work, as much as we’d like to, we are unable to personally reply to messages.
Artists, artist representatives and Retailers: for professional enquiries, please use the contact email on the website and clearly mark your enquiry in the subject line.
You can use Social Networks for customer communications, but we cannot guarantee a reply as we are unable to frequently monitor those inboxes / comment boxes.
Please follow us on twitter for any general news updates via
Facebook: YsinoBear (https://www.facebook.com/YsinoBearBag/)
By placing an order with us, you acknowledge the above information.