FAQ

I have a question about an order I’ve already placed.  No worries, just reply to the confirmation email you received, and we'll get in touch with you right away to help out.  Or, if you lost that email you can reach us at letstalk@yunikaconcept.com.

Where is my order?  Please note that some shipping delays may occur. You always can check the location of your order by following the track link that we sent to you with the shipping notification.

If you have not received your order within 7 working days for domestic or EU orders and 15 working days for international orders, please get in touch with us by e-mailing to letstalk@yunikaconcept.com, so that we could investigate the situation. 

Can I amend or cancel my order?  Our team works hard to make sure we start packing and processing your order promptly. Cancellation or amendment of the order will depend on its status.  If we have not started processing it yet, or it was not handed over to the shipping company, then yes, we can amend or cancel your order. If it is already shipped or the shipping label is created (at this stage, you receive an e-mail with the tracking link) it is out of our control and you will have to wait until it reaches your delivery address. You can then initiate a return process. To amend, please get in touch with our customer support team at letstalk@yunikaconcept.com and we will check your order status and take it from there depending on the situation.

My order is a gift... Do you include price information on your packing slips?  Don't worry, we never include the price on any of the packages that we ship out!

I just placed my order and forgot to include a gift note. Is it too late?  Reply to your order confirmation email and let us know what you meant to include in your gift note. If it hasn't shipped yet, we'll make sure the note is included. 

Can I order multiple items and ship to separate addresses within the same order or do I need to do a separate order for each item?   Unfortunately, the current check-out system that we use does not permit us to have separate addresses on one order and you have to place one order per each shipping address. 

What can I do if my order is going to the wrong address? Please take extra care when entering your shipping instructions at checkout. Once an order has been placed, we only have a short space of time in which to amend an address and sadly, if your parcel has already been dispatched, we are unable to change your shipping address for you. 

If you find that you have entered the incorrect address, please contact our Customer Service team by emailing us to letstalk@yunikaconcept.com with your order details and your correct address information. We will try to help you as much as we can! 

Where is my order confirmation?  Once you have placed an order, you should receive an email confirmation sent to the email address you provided at checkout. If for some reason, you did not receive this email, please check your spam/junk folders. If you still cannot find this, please log into your account (this only applies if you have created an account with us) to check that your order was initially processed. If you are still having problems, please contact us by e-mail at letstalk@yunikaconcept.com.

What do I do if I've received the wrong item or it is not complete?  We try as hard as possible to ensure you receive your order as requested, however very occasionally mistakes may happen. Please contact our Customer Service team with images of the incorrect or missing item by replying to your order confirmation e-mail or e-mail at letstalk@yunikaconcept.com, where a member of our customer service team will help you further.

Will I be charged right away when I place an order?  Yes, depending on the payment method of your choice, we will process your payment. You will not be able to finalise your purchase without the respective payment.

Can I place a larger order (for my clients, employees, etc)?  Yes! To begin this process, please email us to letstalk@yunikaconcept.com with the reference you would like to purchase and a spreadsheet that contains shipping addresses (columns for Name, Address, City, State, Zip). Add in additional columns to indicate what their gift note text should say, in case you would like to include one. 

What happens to returned packages?  While we make every effort to validate all addresses that we mail to, the customer bears the responsibility of providing a correct shipping address. If the address provided to us is invalid or inaccurate, the carrier we work with will return the package to us. Packages typically take anywhere from one week to one month or more to be returned to our warehouse. Once we have the package with us, we will reach out to you by e-mail. Depending on if there were extra costs associated with the return, we may reimburse your order (your order amount, excluding the shipping cost and eventual costs for the return) or we can ship it again to an updated address, but the costs for the new shipment (and eventual costs for the return) are to be covered by the customer.Can I have a special handwritten card placed inside my order? With pleasure! You can reply to your order confirmation e-mail and tell us what you would like to write in your note, and we will add it to your order free of charge. Please note, that we can only add the note before the order is shipped. After the order is shipped it is out of our control.

Do I need to pay customs and duties charges? Customs charges are outside of Yunika Concept Store control and are charged at the sole discretion of your local customs office. Due to this, we’re unable to cover or refund any charges you may incur. We’re unable to predict if or when you may be charged but for more information you can always contact your local customs office. Should you order and choose not to pay any outstanding customs or import duties on your parcel, it will be returned to us for a refund. 

Do you ship to PO Boxes or APO addresses? For domestic orders (Continental Portugal and Islands) we are able to ship to PO boxes. For international orders, postcode restrictions do apply. Unfortunately, we cannot deliver to an international PO Box address or APO address. Please get in touch with our Customer Service team by emailing letstalk@yunikaconcept.com if you need further assistance with your address. If you have made a recent order with us, please contact us with your order number - we will do all we can to support you further. 

What delivery options do you offer? We offer two shipping carriers: DHL and CTT Correios (Standard Portuguese Mail) and you may choose the one you would like us to use for your shipment.

Domestic orders (Continental Portugal and Islands) - we ship with CTT Correios and DHL - 3 business days in transit after we expedite your order to the carrier. 

European Community and International orders - we ship with CTT Correios and DHL (depends on your choice) and estimate time in transit 5 to 7 business days after it was dispatched to the respective carrier.

We do our best to meet these time frames. During busy periods, there may be some changes and deliveries may take longer. There may also be situations, (including but not exclusive to poor weather conditions, custom delays, local postal delays and tech updates) which result in a longer delivery.

How do you calculate shipping costs? Shipping price depends on the weight or volume of the item and respective destination address. The shipping costs are calculated automatically at the check-out. 

How does your CTT Correios service work? CTT Correios is a Portuguese standard postal company. Once we deliver your order to CTT Correios, we provide you with the link so that you can track your order. Once your order arrives at customs in your country, you can check and submit all necessary information to a corresponding service within your country with the same reference number that we have provided you in the shipping notification e-mail. If you have more questions or doubts, please e-mail us at letstalk@yunikaconcept.com with your order number, and we will do our best to assist you further. 

My package arrived damaged, what should I do?  We’re sorry to hear that! Please send a photo, by reply to your order confirmation e-mail or e-mail letstalk@yunikaconcept.com (include your order number) so we can take a closer look and help with a solution!

Do you offer same day local delivery? No, sorry we don't. The best we can do is to ship your order the same day for local delivery the next day. 

How do I return an item?

We really hope you love every Yunika Concept item you purchase, but if you do need to make a return, you’re welcome to do so within 30 days of receipt.

In case you want to return your purchased item because you changed your mind, it is totally fine. Please note that personalised items and gift cards cannot be returned and exchanged. 

The return or exchange is free of charge, although the customer is responsible for the costs for return shipping to our headquarters in Portugal. We will refund the costs for the item, except the associated shipping costs that you paid initially during the purchase.

In case you have to return an item because it is faulty and based on warranty activation, you should first receive approval from the Yunika Concept team. Please check the details of warranty activation under the chapter “Warranty”. 

Is there a fee for returning? No, it is free.

Can I exchange an item? Yes.

Can I return a personalised item? Unfortunately, we do not accept returns for personalised items, other than if the item is faulty. In case of doubt, please reach out to us via e-mail to letstalk@yunikaconcept.com.

Can I return items purchased with a gift card?  We are sorry, but we do not accept returns for the items that were purchased with a gift card. We only can exchange the item if it is faulty and the warranty process applies, please check under the chapter “Warranty” for how to activate your warranty.

Can I get a refund if the price has changed since I ordered it? We are sorry, but we do not practice a price adjustment or price protection policy at Yunika Concept Store.

What should I do if my refund is incorrect? Please reach out to us with the details via e-mail to letstalk@yunikaconcept.com and we will look into it. 

I forgot to include my return note in my return, what can I do? Please send us an e-mail to letstalk@yunikaconcept.com with the following details: name and shipping address that is on the package, description of the contents and the order number it is referring to, as well as the reason for the return, so that we can identify the initial order and process it accordingly. In case you still have the order confirmation e-mail, you may simply reply to it including the details mentioned above.

Will my original postage costs be refunded? We do not refund the original postage costs, as we use third party shipping companies. 

What do I do if my item is faulty? In case you have to return an item because it is faulty and based on warranty activation, you should first receive approval from the Yunika Concept team. In this case, we will either repair your item or replace it with the new one. 

Where is my refund/exchange? Please note that we initiate the refund process only after we have received the physical item at our headquarters. Some shipping delays may occur. We reserve up to 15 working days to process your exchange/refund, as a part of the process we have to reach out to the artisan who has produced the item and see if there is a replacement available and, if not, how long it will take to produce one. You may reach out to us to check if we have received your item already and the status of your refund by e-mailing us at letstalk@yunikaconcept.com. Once the refund/exchange process is initiated, we will keep you updated on its progress.

What items are non-returnable? Personalised and bespoke items cannot be returned.

When will I receive my refund? Once the refund is processed on our side, we will advise you via e-mail. It can take some time depending on the type of payment you used for the original order, as we use the same channels for the refund as the payment. Duration for the amount to show up on your account may vary depending on your bank or credit provider. We will do our best to give you a timeline. In case it is taking a very long time, please reach out to us via e-mail at letstalk@yunikaconcept.com and we will do our best to help you with this matter.

Do you offer a return/exchange for international orders? Unfortunately, we do not provide prepaid labels for international orders, but they can be shipped back on the customer's own accord for a refund or store credit. The shipping fee will not be refunded. Please be advised that the re-export situation may apply and therefore for us to help you to organise it best way possible, please reach out to us via e-mail letstalk@yunikaconcept.com and we will look into it as each situation is different and may vary from country to country customs policies.

My item was damaged out of the 30-day return/exchange window, what should I do? Send us a picture anyway! Unfortunately, normal wear and tear would not warrant a replacement or refund, but if it is deemed a manufacturing defect or unreasonable damage, we can look into it. Please send an e-mail to letstalk@yunikaconcept.com referring to the order number. 

Can I ship my items back on my own accord? Yes! If you opt not to use our pre-paid shipping label to return your product within the 30-day return window, please send it to:

Pixfolio, LDA

Avenida Veiga da Cunha 10, esc 5

2605-068 Belas

Portugal

Please be sure to include a note with your full name, order number, and indicate if you would like store credit or a refund.

Note: If the return is not made using one of our labels, we do not assume responsibility if it is lost in transit. Please use a trackable and insured shipping method.

What payment methods do you accept?  You may pay safely for your order with your American Express, Master, Visa, UnionPay cards. We also accept PayPal, Apple Pay and local to Portugal MBway and Multibanco. You may choose the preferred type of payment at the check-out. 

Experiencing problems paying? You may reach out to us via chat support during working hours: Monday to Friday:  9am - 6pm UTC* (Portugal UTC: Summer UTC+1; Winter UTC+0) | Saturday - Sunday and Public holidays: Closed.

What currencies can I use?  We are based in Europe; therefore, we receive payment in Euros. The conversion will take place automatically.

How do I purchase a gift card? The process or a purchase of a digital gift card is the same as the physical product. You need to add the desired amount to your check-out basket and follow the instructions. If you want to send it as a gift to another person, you just need to click the check-box “I want to send this as a gift” and fill in the necessary information: recipient email, recipient name (optional), the message you would like to include up to 200 characters and the date you want it to be sent (optional).

My discount code didn't work?  We are sorry to hear that. Please give us details via e-mail to: letstalk@yunikaconcept.com and we will do our best to look into the issue and resolve it in the best manner possible.

Can I use more than one promotional code on my order? It is possible if the code that was sent to you has permission for that. Usually once we send you the promotional code, we will inform you, please kindly check instructions for the code usage in the e-mail we have sent you from Yunika Concept Store. In case of any doubts, please reach out to us via e-mail: letstalk@yunikaconcept.com.

Do you provide a warranty for your products? Yes, we provide a 3-year warranty on our products for manufacturing defects. If the item has a manufacturing defect, you may e-mail us at letstalk@yunikaconcept.com with the reference to your order number and photos that describe the issue. Under the warranty, we may repair or replace the item. For international clients, we will cover the repair costs at the repair shop of your choice. However, before repairing the item, please reach out to us for approval of the respective costs and repair. 

How do I activate the warranty process for the item I purchased at Yunikaconcept.com? If your item showed manufacturing defects during the 3 years from the date of purchase, you can e-mail us at letstalk@yunikaconcept.com with respective pictures and/or videos that show the issue. Please indicate your name and order number. We will evaluate the issue and get back to you within 15 working days. 

How do I get the repair process started? To start a warranty repair request for your item, please reach out to letstalk@yunikaconcept.com. Kindly send us pictures of the defect or issue that clearly describes the issue with the item. Once we receive your request, we'll follow up with the next steps for getting your item repaired or replaced!

Can I have my item repaired at the repair shop of my choice? Yes! If the damage to your item is covered under the Yunika Concept warranty, we're happy to reimburse the cost of repairing. This will be credited to your account with Yunika Concept but please reach out to our team before having the item repaired. Please e-mail us at letstalk@yunikaconcept.com.

What is "General wear and tear"? General wear and tear describes the breakdown of materials that occur naturally over time. The Yunika Concept guarantee does not cover wear and tear from accidents, misuse, improper care, or alterations not approved by Yunika Concept.

How do I create an account at Yunika Concept Store?  It is not obligatory to have an account at Yunika Concept Store but it can be handy for future purchases and to track your activity with our store. In order to create your account, you just need to click the symbol of a human figure next to the shopping cart in the top right corner of our online shop and follow the instructions.  In case you face any difficulties, please reach out to us via chat or e-mail: letstalk@yunikacocnept.com and we will assist you with it asap. 

I'm having trouble signing in to my account, what should I do? Sorry to hear that. Please try resetting your password initially. If this still doesn't work, please contact our Customer Service team by e-mailing us at letstalk@yunikaconcept.com with your account details and we'll try and help asap. 

Do I need to set up an account to make an order? No, if you do not want to set up an account with us, you have the option to checkout as a guest. All you'll need is your contact and shipping information.

How can I access my wish list? Your wish list is associated with your Yunika Concept Store account, therefore you need to be logged in your account in order to access your wish list.

Is my personal information kept private? Yes, we promise to keep your information private and secure. To read more about our privacy policy please see here.

How can I remove my personal information from your database? If you would like all information regarding yourself removed from our Yunika Concept database, please contact our Customer Service team with your email address, by mailing: letstalk@yunikaconcept.com

I've made a mistake with my order; can I change it? Once you have placed an order with us, our team works hard to promptly pack and process your order. For the personalised items we send you a pre-approval e-mail to double check the details and to get your final confirmation before we start production. After we get your final confirmation and advance to the production stage, we’re unable to amend or cancel your order, so please ensure your order is correct before the final approval stage.

My product arrived faulty, can I get a refund? Please be assured here at Yunika Concept we always strive to provide the highest quality products. Please send an email to letstalk@yunikaconcept.com, including your order number and photos of the item, and one of our Customer Service Team members will get in touch with you to discuss further.

Please note. Colour of text may vary depending on the product.

Can I personalise any Yunika Concept product? This is dependent on the product ordered. The options are available on the product page. In case a specific product you are interested in does not have this option, please e-mail us at letstalk@yunikaconcept.com and our Customer Service team will be happy to assist you.

Can I use special characters? It depends on the product you would like to personalise and personalisation methods. We always try to stay up to date with new ways of personalising our products, therefore please reach out to us via e-mail to letstalk@yunikaconcept.com or website chat and we will look into it and give you some suggestions. 

How long will my order take to arrive? For Personalisation orders, once you have placed your order, it can take up to 5-10 working days (depending on the item) for your item to be processed & dispatched. Once dispatched, please expect delivery within the below time frames dependant on where in the world you are located;

Portugal & European Union: 3-5 working days

Rest of world: 7-14 working days

Please be assured that tracking details will be sent to your email as soon as your order has been dispatched.

How do I make sure I ordered the correct size? We offer a sizing chart that you can consult before you make a purchase here.

Is your packaging recyclable? We do our best in terms of environmental considerations and always choose recyclable options if they are available on the market. 

Do your products offer a warranty?  Yes, by European law we provide a 3-year warranty on our products for purchases made by private persons and 1-year for purchases made by registered companies. If you want to learn more about warranty process and its activation, please click here.

Are your products vegan/vegetarian friendly?  We work hard at trying to ensure all products created or sold by Yunika Concept are as cruelty-free as possible. If you have any further questions, please reach out to our Customer Service team for further information at letstalk@yunikaconcept.com and we will be happy to assist you.

How do I find out what materials and ingredients are in your products?  We do our best to describe our products in detail on a product page. If we have missed any or you would like more information, please contact our Customer Service team with the product name for further information.

The product is out of stock, when will it be restocked? At Yunika Concept Storeour products are handcrafted and we keep limited stocks of each item. We try to restock all the out of stock items within 15 working days as some production processes may be lengthy and it is out of artisan’s control. In case you would like to know when the specific item will be restocked, please send us a message in a website chat or e-mail to letstalk@yunikaconcept.com.

How do I get in touch about collabs & collaboration requests? You may reach us via e-mail at letstalk@yunikaconcept.com or website chat and our team will look into it. 

Wholesale enquiries: For wholesale enquiries please reach out to our customer support team via e-mail at letstalk@yunikaconcept.com and we will be happy to assist you. 

I am an artisan, and I think my products would be a good fit for the Yunika Concept portfolio. Whom do I contact? We would love to hear from you whether you are an artisan or know of an artisan that we should check out. This is one of our favourite ways to source new products! Email us at letstalk@yunikaconcept.com with your company name, website, and product photos.

I am hosting a big event (corporate gathering, wedding, etc.) and I'd like to give Yunika Concept products as gifts. Is it possible?

Yes, it is! We can help you with that. Although, please bear in mind that we work with limited stock items and therefore need time to produce specially for you and your event. In order to discuss the feasibility of this, please drop an e-mail to letstalk@yunikaconcept.com and we will do our best to make it happen.

What’s more, we can create a 100% personalised gift for your event, if you give us enough notice time (1-2 months).