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REGUARLY POSED QUESTIONS
This is the most common questions for Y24. Hope you find your answers below.
HOW DO I PLACE AN ORDER?
You are welcome to contact us if you require assistance in placing your order. Please contact us via email, chat or phone.
WHERE IS MY ORDER?
Our priority is to deliver your order as soon as possible. Once your order has been placed, our logistics department will then process and dispatch your order. Under normal circumstances, your order will be ready for shipping within 48 business hours (except for pre-orders). You will receive a notification via email with live tracking information with an estimated delivery date from the courier.
Once dispatched, the estimated delivery time is between 2-4 business days which varies from country to country. Delivery times may be affected by local holidays, customs processing, distance, weather conditions, promotional campaign seasons and other external factors. Other circumstances beyond our control can arise and we would like to ask for you’re understanding and patience in these situations.
HOW LONG DOES DELIVERY TAKE?
The estimated delivery time is between 2-4 business days which varies from country to country. Delivery times can be affected by local holidays, customs processing, distance, weather conditions, promotional campaign seasons and other external factors. Other circumstances beyond our control can arise and we would like to ask for your understanding and patience in these situations.
DO YOU SHIP INTERNATIONALLY?
Yes, we ship worldwide except for the following countries: Russia, Belarus, Ukraine, Somalia, Iran, Mauritania and Turkey.
WHAT IS THE RETURN & EXCHANGE POLICY?
You have the right to return all orders bought directly from Y24 except customised orders within 30 days of receiving the item. If you have exceeded the 30 days, a refund or exchange cannot be processed. To be eligible for a return, your item must be unused and in the same condition that you received the item and with the original packaging. Once your item has been returned, an inspection takes place in order to evaluate your eligibility for an exchange or a refund. We will also notify you of the decision made by the technical department via email.
WHAT IS YOUR WARRANTY POLICY?
There is a warranty against any manufacturing defects which is valid for 1 year.
CAN I CHANGE MY DELIVERY ADDRESS OR DELIVERY DATE?
If you require an address change, we can assist you via email at: firstname.lastname@example.org
Kindly note, address and shipment date changes may not be processed if the package has already been shipped out. If you need to make an urgent delivery change whilst your order is in transit, we recommend you to contact the courier directly for assistance.
I HAVE NOT RECEIVED MY ORDER CONFIRMATION. WHAT DO I DO?
Once you have placed your order, you will receive an email from Y24. Please check in your spam folder too. If you have not received the email, please contact us via email at: email@example.com
MY CARD HAS BEEN CHARGED BUT I HAVE NOT RECEIVED AN ORDER CONFIRMATION
In some cases your payment may have been unsuccessful. Even though you’ll see a pending payment, that pending status will be returned back few days after. The number of days to remove the pending status depends on your bank policies.
I HAVE RECEIVED THE WRONG PRODUCT - WHAT SHOULD I DO?
Our goal is to deliver the correct products but due to high volume of orders, mistakes could happen during the processing of your shipment. If this happens, kindly send us pictures or even a video of the item you have received including your order number and we will do our best to deliver the correct item in the shortest period of time. If you have any queries regarding your order status, contact us via email at firstname.lastname@example.org
WHY WAS MY ORDER CANCELLED?
In most cases, your order is cancelled because your payment was unsuccessful. This may be due to different shipping and billing addresses, or unsuccessful authentication procedures.
SHIPPING & DELIVERY
WHAT ARE THE SHIPPING COSTS?
Shipping charges starts from $20 USD which may vary according to the weight of the package and location.
DO I NEED TO PAY FOR IMPORT VAT/TAX/CUSTOMS?
Depending on your country, you may need to pay for custom or VAT charges.
DOES THE WATCH CASE INCLUDE THE APPLE WATCH?
The product does not come with the Apple Watch included.
ARE THE WATCH CASES WATER RESISTANT?
Yes, our watch case are water resistant.
WARRANTY & CARE
HOW SHOULD I LOOK AFTER MY WATCH CASE?
As this is a high end product, we recommend cautious care of the watch cases in order to avoid discoloration, damage and scratches. We recommend occasional cleaning of the inside of the frame to avoid build up which could potentially affect the functionality of the case.
WHAT DOES THE WARRANTY COVER?
The warranty covers manufacturing defects.
RETURN & EXCHANGE
WHAT IS YOUR EXCHANGES, RETURNS AND REFUNDS POLICY?
You have the right to return orders bought directly from Y24 within 30 days of receiving the item. If you have exceeded the 30 days, a refund or exchange cannot be processed. To be eligible for a return, your item must be unused and in the same condition that you received the item in with the original packaging.
Once your item has been returned, an inspection takes place in order to evaluate if you are eligible for an exchange or a refund. We will also notify you for the decision made by the technical department via email: email@example.com
HOW DO I RETURN MY PRODUCT?
You have up to 30 days to return your product if it is unused. Send your return with DOOR TO DOOR services via UPS, DHL Express or FedEx to: Y24 AB, Baltzargatan 20, SE 211 36 Malmö, Sweden. If the return is eligible, your refund will be processed and a credit will automatically be applied to your credit card or original method of payment, within 30 days.
STILL NOT FOUND THE ANSWER TO YOUR QUESTION?
We’re happy to answer any questions you may have. Send us a message in the form below.