Frequently Asked Questions

Account & Privileges

Do I need to have an account to shop at YOU’s?

Having an account with YOU’s will speed up the checkout process and allow you to keep track of your orders. You can sign up for an account before shopping or create one before you proceed to checkout.

You also have the option to shop through guest checkout. However, your information will not be stored and you will not be able to check or make amendments to your order if you have opted for guest checkout. If you change your mind, you can still create an account after placing your order using your current details.

What are the benefits of creating an account?

By creating an account, you gain several advantages,
including:

  • Faster checkout with saved addresses.
  • Access to order status and history.
  • Ability to save items in your Wishlist.
  • Updates on promotions, new arrivals, and exclusives.

How do I create an account or sign in to my account?

Simply visit the Sign In page and complete the form under "Create account".

How do I reset/change my password?

For a reset, go to the Sign In page, enter your email under "Forgot Password", and follow the email link. To change your password, sign in, navigate to My Account > My Profile.

Product Information

What are Made to Order items?

Made to Order items at YOU's are uniquely crafted pieces produced specifically upon your request.

To initiate a Made to Order purchase, kindly reach out to us at contact@yousonline.store. We'll collaborate with you to finalize the order details and payment, ensuring your item is tailored exclusively for you. Our Made to Order range includes bespoke small leather furniture, stools, paneled screens, and customized items from our existing collection.

Please be aware that Made to Order items are considered final sale once the order is successfully placed and cannot be canceled, modified, or returned for a refund.

Can I personalize my item?

Absolutely! YOU’s delights in offering personalization services for a variety of items, including handbags, small leather goods, belts...
Personalizing your item is a wonderful way to imbue it with a sense of uniqueness and personal significance.

How do I take care of my YOU’s products?

Our products are made of genuine leather, synthetic fabrics and materials; and metallic accessories which can react to humidity, salt and atmospheric agents. This may cause irreversible wear and tear, so we recommend you to keep your item(s) dry.

Overexposure to light and heat; direct contact with rain; oil and grease (makeup); alcohol (perfume, solvents); and other abrasive products or excessive friction, should be avoided as color fading may occur. Care should be taken when wearing lightly-colored garments and/or when storing products with different colors together as the colors may transfer onto each other.

To keep your shoes, bags and accessories clean, wipe them with a soft dry cloth. When they are not in use, store them in a protective bag in a clean, cool and dry place.

All our materials are carefully crafted and sourced for their unique qualities.
Any incidental marks, tonal changes and/or textural variances are part of the material’s natural characteristic and should not be considered as imperfections.

Order & Delivery

How will I know if YOU’s has received my order?

Orders are confirmed once payment has been successfully completed. You will receive a confirmation email from YOU’s within 15 minutes to inform that your order has been received. (Do ensure to check for the confirmation email that may have been directed to your junk folder)

To check if your order has been successfully placed, sign in to your account and click on My Order via 'My Account'.

Guest orders will not be visible under My Account, you may contact our Customer Care Team for further assistance.

How can I track my order status?

Upon the dispatch of your order, you'll receive a confirmation email containing a tracking link. Simply click on this link to view the status of your shipment. Additionally, you have the option to sign up for text updates to stay informed. Final confirmation will be sent to you once your order has been delivered.

Can I cancel or modify my order?

Orders for items that are immediately available cannot be canceled or modified after placement. Should you wish to return an item, please consult our returns and exchange policy for guidance.

Pre-orders and back-orders not yet dispatched may be canceled by getting in touch with us.

However, Made to Order and personalized items, including those under DIY orders, are final sale and thus cannot be canceled, modified, or returned.

My order was unsuccessful, what should I do?

If your order is unable to place successfully, please check if the correct address, postal code and authentication code (if applicable) were used.

If issues persist, contact us with the specifics for assistance.

What if an item is unavailable?

If your desired item or size is currently out of stock, we encourage you to check back later. We aim to replenish our inventory promptly to ensure your favorite products are available for purchase as soon as possible.

I received an imperfect condition item, what should I do?

Please contact us immediately with the following information:


1. Your order number
2. Images of the item(s) showing the overview and a close up of the issues.
3. Description of the issues

Please do not dispose/throw away the item(s) as it may need to be returned to YOU’s.
Our Customer Care team will get in touch with you to assist you on your concern.

I received an incorrect item/parcel, what should I do?

You may return or exchange item(s) via the Online Store if the item(s) received by you is a wrong shipment, by submitting a Return Request online within 30 days from the date of delivery. If the item(s) is still in stock, we will ship the replacement item(s) to you.

Can I change my shipping address after my order has been dispatched?

If the address provided is incorrect, please contact us immediately for any possible adjustment. Once your items have been shipped, we are unable to redirect orders. The package will be returned to us by the delivery agent or the unintended recipient.

If no one is available at the delivery address to receive the package, the delivery agent will leave an “unable to deliver” note at the location and it’s up to you to follow up and arrange for another delivery date.

Please note that any additional shipping charges for attempted delivery and returning shipping
charges will be borne by you.

Is international shipping available?

YOU’s ships to the following destinations:

Asia: Cambodia, China, Indonesia, Brunei, Hong Kong SAR, Macau SAR, Malaysia, Philippines, Singapore, South Korea, Taiwan, Thailand, Vietnam.

Europe: Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, United Kingdom.

Middle East: Kuwait, Oman, Qatar, United Arab Emirates.

North America: Canada, United States of America.

Oceania: Australia, New Zealand.

*All orders purchased from YOU’s are shipped from Japan.
Orders are only valid for delivery within local address corresponding to the
destination.

My location is not in the list of delivery destinations, can I still place my order?

Contact us for verification and assistance.

Will I be charging tax?

All items dispatched from Japan may be subject to import taxes, depending on your delivery country. It's important to consider these potential charges when placing an order.

Is it possible to visit a YOU's store or showroom?

Currently, we only operate online.