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FAQ

Ordering on yoox.com

To make purchases on yoox.com you do not need to register; however, we suggest you create an account to access exclusive areas and services dedicated to our customers.

Item search

Discover new trends and the most interesting designers directly from our Home Page selections, by choosing a designer or category from the navigation menu, or by using the website's internal search.

Product information

On each product page, you will find all available sizes and colors, a description and the composition of the item, and when applicable, whether availability is limited or if it is the last one available in the warehouse. Click on the product image to zoom in and see all of the details.

How to order

  1. From the item page, select the desired color and size of the product
  2. Add the product to your Shopping Bag
  3. Once you have finished shopping, click the "Proceed to Checkout" button in your Shopping Bag
  4. Enter your email and your shipping address
  5. Select a and a
  6. Check that the information you entered is correct and click "Purchase Now" 
     
    You will receive a confirmation email shortly after with the details of your order. From this moment on, our warehouse will take care of everything and as soon as the order ships, we will notify you with another confirmation email.

Shipping Times and Costs

Import duties and local taxes are added at checkout. You will have no extra costs at delivery.
UPS is our courier for all shipments, except for Hong Kong, SAR of China where we ship with S.F. Express, and Australia where we ship with DHL. You will receive an email containing your Tracking Number once your package has been shipped from our Hong Kong, SAR of China distribution center, approx. 2-3 business days from order date.



Our warehouse is closed for these . Please plan accordingly as orders will not be shipped out on these dates. All orders are processed automatically and we are unable to expedite or delay shipping times.

Return Policy

You can return any item purchased on yoox.com within 30 days of the delivery date. Here’s how:

return process image

  1. Fill out the Return Form in order to get a Return Number.
  2. Make sure the merchandise you return is in its original condition, tags and packaging included, otherwise we will be unable to accept your return and issue a refund.
  3. Fill out 5 copies (3 copies for Australia) of the  that came with your parcel. If the forms are not complete, the package will not pass Customs and will be returned to you.
  4. Use the Return Label included with your order for easy shipping. A flat Return Fee of USD 15.00 will be automatically deducted from your refund. No Return Fee is applied to Brunei, Hong Kong, Indonesia, Macau and Vietnam orders.

Due to merchandising restrictions, all returns must be shipped from the same country they were purchased from.

Once your package reaches the warehouse, please allow 3 to 7 business days (depending on peak times) for your return to be processed. If your return does not meet the conditions listed, the package will be sent back to you. When your return has been accepted, your refund will be issued and you will receive a confirmation email.

For further information on the conditions for exercising your right to return, please see the Legal Area.

Find your size

Find the right size for you with the help of our tables:
 
WOMAN:
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MAN:
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KIDS:
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During the search, filter the products by one or more sizes.



The garment model, style, fabric, and treatment may affect the way it fits. If the fit differs from the standard, this will be stated on the product page.

How we measure our products

Outerwear and Tops

Outerwear length: With the garment laid flat, we measure the entire length of the back from the collar seam downwards.

Dresses

Dress length: With the garment laid flat, we measure from the upper edge (strap or chest) to the hem.

Pants

Pant length: With the pant leg laid flat, we measure the garment along the outside seam, from the waist to the hem, and along the inside seam, from the crotch to the hem.

Shoes

Heel height: We measure from the bottom of the heel to where it meets the sole.
Platform height: We measure the platform from top to bottom at the thickest point.

Boot shaft height: We measure the shaft height from top of the boot to the heel of the foot.
Boot shaft circumference: We measure the shaft circumference at the calf, that is to say 25 cm / 9.8 in. from the heel of the foot. If the boot height is less than 25 cm / 9.8 in., we measure the circumference at the top of the shaft.

Belts

Belt length: If the size is not marked on the belt, we measure its length from the edge of the buckle to the third hole.

Bags

Bag height and width: We measure the bag from the highest point and at the widest point, excluding the handles.
Bag depth: We measure the bag at the widest point of its base.
Handle length: We measure along the edge of the handle, from one end to the other, using a measuring tape.
Handle height: We measure the handle from the highest point to the top of the bag, keeping the handles or shoulder strap taut.

Glasses

Eye size: This is measured in mm and indicates the diameter of the lens from the bridge to the temple.
For most styles, there is just one size. If the style of glasses is available in more than one size, we recommend the smaller size for narrow faces and the larger size for wider faces.

Refunds

We usually accept returns within 3 business days of their arrival at our warehouse. During peak times it could take up to 7 business days. Once your return has been accepted, we will immediately request reimbursement and send you a confirmation email.

The time needed to process your refund may vary based on the used:

Credit Card: Our bank will reimburse you within 7 business days of the Return Acceptance Confirmation email. The time it takes to restore the credit back to your account depends on the Credit Card Issuer.

PayPal: You will see the refund in your PayPal account within 24 hours of the Return Confirmation email.
The PayPal option is available only for customers from Hong Kong, SAR of China, Australiaand Singapore.

Where is my return?

You can check the status of your return at any time on the Follow your Return page.

Kids

Consult our size chart to find the best fit for you.
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