Help & Contact



Do you have a question? You may find your answer here. Can't find what you're looking for? Please send us an email to

hello[at]iyu-iyu[dot]com

and we'll try our best to help you - as fast as we can.


General Issues


I can't register, because my country is not listed.


Why are the prices of this IYU IYU
and the worldwide IYU IYU different?

Why are prices changed so often?

I have bought something, but now the price on this website has been reduced.

How are the prices determined?

Where do the Products sold on IYU IYU
come from?

Do you have a size guide?

How do i sign up for the IYU IYU
Newsletter?

How do i pay for my order?

What currencies can i use?

How do i change details on my IYU IYU
account?

How do i use a discount/ voucher code?

Can i amend or cancel my order?

Do you have an ethical sourcing policy?

What happens if an item is out of stock?

I run a Blog/Magazine and am interested in a cooperation.



Delivery


Has my order been shipped out yet?


I have received a faulty/incorrect item.

An Item is missing from my order.

How does shipping work? And how much does shipping cost?

Will i be charged customs and import charges?

What countries do you ship to?



Returns


How do i return an existing item?

I have received a refund on my items, but the shipping costs were not refunded.

My returned item has been incorrectly refunded or replaced.

Have you received my returned items?




Technical Issues


I am having problems accessing/buying from your website.

I signed up for your newsletter, but am not receiving anything.

Is it safe to order online?

 

General Issues



I can't register, because my country is not listed.

IYU IYU EU has been made for residents of the European Union. If you live outside of the European Union, please visit IYU IYU Worldwide. We apologize for the circumstances.



What's the difference of IYU IYU EU and IYU Worldwide?

Prices on IYU IYU EU include VAT (19%), prices of IYU IYU Worldwide are without VAT. That's all.


Why do the prices change so often?

We try to keep prices stable. However prices might change in response to current economic situations. Also the prices are based in Euro. Dollar/Pound prices might change often according to the currency exchange rate.

I have bought something, but now the price on this website has been reduced.

If you have bought the article less than 7 days before the price change, please contact us. We will refund you with an IYU IYU voucher worth the difference.



How are the prices determined?

All prices include VAT and are dependent on producing costs and the elaborateness of the respective design.


Where do the Products sold on IYU IYU come from?


Every single design available on IYU IYU has been designed and produced solely for IYU IYU anos sold by IYU IYU only . IYU IYU collections are produced by ourselves. Elements (e.g. t shirt blanks) provided by third parties are listed on their respective product pages.


Do you have a size guide?


Yes! Individual size guides for each of our pieces can be found on it's respective product page.


How do i sign up for the IYU IYU Newsletter?


When you set up an account, click the "Newsletter" option to sign up for our newsletter. You don't need to set up an account. You can also sign up by entering your email address on the left sidebar on each page.


How do i pay for my order?


We try to give you as many payment options as possible. We also take security very seriously, so your details will be save with us. Click here for more information about our payment methods.


What currencies can i use?


All transactions at IYU IYU are handled in Euro (EUR). Articles can be displayed in Dollar (USD) and UK Pound Sterling (GBP) for reference only. Choose your preferred currency from the list in the upper left corner of the page. Currency rates are updated every week and might differ slightly from the currency rated of your Payment service.



How do i change details on my IYU IYU account?


Once you have signed up, you'll be able to log into My Account anytime you want. This is where you go if you want to change your password, email address and delivery info.


How do i use a discount/ voucher code?

Type your code to the appropriate box when you check out and press "add" to apply it to your order.

Please note that if the code is not applied at this point, we can't apply it to the same order later on. You will be able to use it on a subsequent order though.

Some voucher codes have expiry dates, so make sure to use them in time.


Can i amend or cancel my order?

 Unfortunately we are unable to amend an order once it has been admitted. However you can cancel an order if we haven't processed it yet. Please contact us as fast as you can, we will try our best to help you. For that either send us an email to hello[at]iyu-iyu[dot]com or log into your Account and use the message form right below your Order History.

Please note that you have the right to cancel your contract with us, within 14 days of receiving your order. Please inform us via email and return the cancelled items, so we can give you a refund.


Do you have an ethical sourcing policy?

Yes! We try the best to make sure, that all the materials used for our items have been produced under acceptable conditions and in an ethical way. This means that they must have been produced lawfully, through fair & honest dealing, without exploiting of the workers, in decent working conditions and without damaging the environment.


What happens if an item is out of stock?

All items available on IYU IYU are produced by ourselves. If an item is out of stock, we will try to reproduce it as fast as we can. The estimated time needed to reproduce an item can be looked up on each item's respective product page.

In case an item will not be reproduced, we will inform you on it's respective product page.


I run a Blog/Magazine and am interested in a cooperation.

Are you at least 18 years old? Is your Blog/Magazine thematically linked to us and has over 500 daily readers? Perfect! Please send us an email. Please note, that we can only answer your request, if you provide us information about your age, the topic of your blog/magazine and its visitor statistics. Thank you very much.


Delivery


Has my order been shipped out yet?

We will send you an email to confirm your order is on it's way as soon as we have dispatched it. From there it should be delivered within the timescale we advertise. If your order is track able we will provide you with the tracking code.


I have received a faulty/incorrect item.


Please let us know right away by sending us an email or by logging into your Account and using the message form below your Order History. We will try our best to resolve any issue with a faulty/incorrect item.


An Item is missing from my order.


Sometimes we can't send all your ordered items at the same time. So please check your dispatch emails to see if any of your items will be arriving separately. If this is not the case and something is missing, please let us know. We will help you.


How does shipping work? And how much does shipping cost?


Fair Shipping rates are very important to us. Shipping is charged on a flat rate basis, regardless of the weight of your parcel:


Germany: FREE SHIPPING


European Union: 2 EUR
(tax incl.)


Will i be charged customs and import charges?


customs and import duties will NOT be charged to residents of the European Union. Also VAT is already included in the prices, so no other charges will be applied once your order reaches your country.


What countries do you ship to?


We ship to all countries, which are part of the European Union. If you don't live in the European Union, please visit the IYU IYU Worldwide.

Returns


How do i return an existing item?

You can return any item within 14 days of receipt for a refund of that item or to exchange it for a different size or color. Please read our complete Returns Policy here.

Please send us an email and let us know which items you want to return. We recommend you use a postal service that insures you for the value of the goods you are returning.


I have received a refund on my items, but the shipping costs were not refunded.


We're sorry to inform you that we can't refund you any shipping costs.


My returned item has been incorrectly refunded or replaced.

We are very sorry for our mistake. Please contact us and we will try to solve this problem as fast as we can.

In case we are unable to exchange the item for what your wanted, we will give you a refund in place of a replacement.


Have you received my returned items?

We'll email you as soon as we have received and reviewed your return. Please let us know if you don't receive an email within 14 days of posting your returns to us.


Technical Issues


I am having problems accessing/buying from your website.

If you have problems accessing or buying from this website, we recommend you to get the latest updates and patches for your operating system and Internet browser. Also we recommend you to use Firefox or Safari.

If you are still having problems afterwards, please send us an email. We'll try our best to help.


I signed up for your newsletter, but am not receiving anything.

Your email software might mark our emails as junk mail and send our newsletters to the spam folder. To stop this from happening, add "newsletter@iyu-iyu.com" to your email address book. Emails should come through fine then.

Also we'll send you an email with an "Activation Link" when you first sign up for our newsletter. If you don't click this link, we'll not be able to send you our newsletter.

If you checked everything and are still not getting the newsletter, please contact us.


Is it safe to order online?

Yes! We are constantly searching for the most secure payment methods online and only work together with online payment services, which ensure secure online transactions.