www.yoins.com

Dear Lisa Forbes, Thank you for notifying us of your complaint and we sincerely apologize for the inconvenience caused. We have 30 days return policy. Please view our return policy here: https://www.yoins.com/Yoins-Return-Conditions-a-111.html Due to hygiene reasons, we cannot offer refunds on Accessories, Jewelry, Earrings, Lingerie, Bodysuits, Underwear, Sleepwear, Swimwear, Beachwear, Sports bra unless the items are visible defects. If the size of the received item is not the same as the size measurement, we will be very grateful if you can show us some pictures of measurement on clothes. And we will responsible for the item if there is over 3cm/1.5 inch of size inaccuracy.） In order to ensure your account safety, we cannot disclose too much of your order information here. We feel sorry about any inconvenience. We have informed the relevant colleagues and they will contact you via email as soon as possible. Please pay attention to your email box left on the Yoins account. If you need any further help, please do not hesitate to contact us. Best regards, Grace

Dear Simon Lewis, Thank you for notifying us of your complaint and we sincerely apologize for the inconvenience caused. We have 30 days return policy. Please view our return policy here: https://www.yoins.com/Yoins-Return-Conditions-a-111.html Due to hygiene reasons, we cannot offer refunds on Accessories, Jewelry, Earrings, Lingerie, Bodysuits, Underwear, Sleepwear, Swimwear, Beachwear, Sports bra unless the items are visible defects. If the size of the received item is not the same as the size measurement, we will be very grateful if you can show us some pictures of the measurement on clothes. And we will responsible for the item if there is over 3cm/1.5 inch of size inaccuracy. For the quality problem, we appreciate if you can send us some pictures of the external packaging, SKU numbers and problem part of received items. After all the information is confirmed, please feel free that we will provide you proper solutions.（We can arrange refund or resend for the problem items with sufficient proof which will help us confirm the issue.） Please kindly offer us some photos to confirm the problem. After receiving your kind reply, we will immediately investigate your claim and offer you a suitable solution at the earliest. We hope we can make good communication with each other and help you solve the problem in a considerable solution. Hope to hear from you again. Best regards, Yuki

Dear Nadine Bell Thank you so much for choosing Yoins and we are sorry to hear the misunderstanding happened. We always reply to emails within 24 hours. But due to your privacy settings, our email might go to your spam and somehow you missed our reply. Please kindly check your mailbox for our email. For the import tax, please note that the fee is charged by your country, and all import taxes/duties are the buyer’s responsibility. Every country is different, therefore our advice is to check with your local council, post office or government tax department. Please enter this link to view our explanation about tax: https://www.yoins.com/Yoins-Taxes-and-Tariffs-a-21.html And if you find that we have sent items in wrong amount, would you please check the amount you ordered first? You can log in our site and find your order via My Account--view orders. And if you find that we did send more or less items, would you mind contacting with us and providing us the order number/the email address/your full name/tracking number through the bellowing ways: A.Contact us by email([email protected]); B.Send us the message to Facebook（https://goo.gl/s84jN1）or Instagram; C.Contact us directly via live-chat (https://www.yoins.com/Yoins-Contact-Us-a-33.html), please pay attention to the working time to avoid any unnecessary misunderstanding. D.Call us by 00852-21364966 at 7:30 am to 10:00 pm GMT + 08:00 from Monday to Friday. After receiving your contact, we will immediately investigate your claim and offer you a suitable solution at the earliest. Yours sincerely, Yuki

Dear Darcell Underwood,  We are sorry about the inconvenience caused. In this case, could you please contact us and provide your order number to us? You can find the order number in your Yoins account-”view orders”. So that we can check for you. You can try the bellowing way to contact with us: A.Contact us by email([email protected]); B.Send us the message to Facebook（https://goo.gl/s84jN1）or Instagram; C.Contact us directly via live-chat (https://www.yoins.com/Yoins-Contact-Us-a-33.html), please pay attention to the working time to avoid any unnecessary misunderstanding. D.Call us by 00852-21364966 at 7:30 am to 10:00 pm GMT + 08:00 from Monday to Friday. In addition, you can also check the status of your order according to the path, ”My account-View Order-Order status”. Hope to hear from you. Please rest assured that we will try our best to solve the problem with you. Best regards,   Yuki

Dear Kimberly, Thank you for shopping on Yoins and we are sorry to hear the misunderstanding caused. Our website(www.yoins.com) is reliable and legitimate. We show all the policies and details on our website. As for the problem you mentioned, there are two possible situations: 1. Sometimes credit card payment would be rejected in order to ensure transaction safety, at this issue, we need to confirm your identity is the same as your credit card account registrant. The bank is holding the money and we haven't received it. You will receive the money in 7-14 business days. Please check your account later. One of the key reasons that it takes as long as it does is the number of steps involved in the international transaction. 2. The payment has already been completed but the information on the payment platform is not updated synchronously. Therefore we ask for a screenshot of the payment details regarding this payment to confirm whether the payment is successful. And we will update the payment status for you after that. Please rest assured that we will try our best to solve the problem with you. Would you mind contacting with us and providing us the order number/the email address/your full name/tracking number through the bellowing ways: A.Contact us by email([email protected]); B.Send us the message to Facebook（https://goo.gl/s84jN1）or Instagram; C.Contact us directly via live-chat (https://www.yoins.com/Yoins-Contact-Us-a-33.html), please pay attention to the working time to avoid any unnecessary misunderstanding. D.Call us by 00852-21364966 at 7:30 am to 10:00 pm GMT + 08:00 from Monday to Friday. Looking forward to your contact soon. Yours sincerely, Yuki

Dear Marie Destefano, Thank you for your review. We are sorry to hear that you still cannot receive your parcel. During international transport, there may be some unavoidable solutions that may result in a slight delay. Delivery time is estimated and begins from the delivery date, so it may take longer than expected due to invalid address, customs clearance procedures or other reasons. See our International Delivery Policy here: https://www.yoins.com/Yoins-International-Deliveries.html. As to your name and the address, we cannot search for any orders records on Yoins. So we cannot help you confirm the order status. For helping you solve the issue, we will send a message to you for getting more details (transaction record, order number, email address, and other related details)about the order. Then we will help you check the order and offer a suitable solution. Besides, you can contact us again via the following methods and provide the related information. Our agent will give a reply to you at once. A.Contact us by email([email protected]); B.Send us the message to Facebook（https://goo.gl/s84jN1）or Instagram; C.Contact us directly via live-chat (https://www.yoins.com/Yoins-Contact-Us-a-33.html), please pay attention to the working time to avoid any unnecessary misunderstanding. D.Call us by 00852-21364966 at 7:30 am to 10:00 pm GMT + 08:00 from Monday to Friday. Looking forward to your contact. Best regards, JOE WANG

Dear Lora Cuiffo, Thank you for shopping on Yoins. We are happy to hear that our agents had helped you solve the issue and you are satisfied with our service. For the wrong item issue, we will collect the information and ask the warehouse's staff to check the issue for avoiding the same situation in the future. We hope that you can enjoy each shopping on Yoins. Best regards, JOE WANG

Dear Chantal, Thank you for shopping on Yoins. For our return policy, you can refer to this link,https://www.yoins.com/Yoins-30-Days-Return-a-20.html If you got the wrong size item, could you please take a photo of the outside package, the received item with its tag size and the SKU sticker and send us? Then we can confirm the issue and offer compensation (product refund or replacement item) to you according to the return policy. Also we will send a message to you for confirming the order number and other details. We always give a reply to our customers' emails within 24~48 hours. If you cannot receive our emails, we advise that you can check if the email was sent to your email box's trash can first. You can contact us via live chat (https://www.yoins.com/Yoins-Contact-Us-a-33.html) to provide the information and get a quicker reply directly. Besides, you also can contact us again via the following methods and provide the related information. Our agent will give a reply to you at once. A.Contact us by email([email protected]); B.Send us the message to Facebook（https://goo.gl/s84jN1）or Instagram; C.Contact us directly via live-chat (https://www.yoins.com/Yoins-Contact-Us-a-33.html), please pay attention to the working time to avoid any unnecessary misunderstanding. D.Call us by 00852-21364966 at 7:30 am to 10:00 pm GMT + 08:00 from Monday to Friday. Looking forward to your contact. Best regards, JOE WANG

Dear Cristina B, Thank you for shopping on Yoins. According to the record, we have sent the return instruction and return label to your email address which was provided on your order. Could you please check if they were sent to your email box's trash can? Later, you can use the label to return the item via postal service step by step with the return instruction. As to our return policy (https://www.yoins.com/Yoins-Return-Conditions-a-111.html), due to hygiene reasons, we cannot offer refunds or exchange on Accessories, Jewelry, Earrings, Lingerie, Bodysuits, Underwear, Sleepwear, Swimwear, Beachwear, Sports bra unless the items are visibly defective. So the necklace on your order is a final sale product, it is not allowed to return. For other items, you can return them later. Once your returning parcel is confirmed by our warehouse's colleagues, we will offer the product refund to you at once. Also, we will email you the details. If you still cannot find the label information, please contact us again and provide another email address for getting the information. A.Contact us by email([email protected]); B.Send us the message to Facebook（https://goo.gl/s84jN1）or Instagram; C.Contact us directly via live-chat (https://www.yoins.com/Yoins-Contact-Us-a-33.html), please pay attention to the working time to avoid any unnecessary misunderstanding. D. Call us by 00852-21364966 at 7:30 am to 10:00 pm GMT + 08:00 from Monday to Friday. Yours Sincerely, JOE WANG

Dear Aaliyah Shaconna Loadholt, Thank you for shopping on Yoins. We apologize to you for your inconvenience in this case. For how to place the order on Yoins, you can refer to https://www.yoins.com/Yoins-How-To-Order-a-67.html. Yoins accepts Credit card, Paypal and many payment methods to make the payment on the website. The system will show the payment method to you according to your country. For more details about the payment information, you can refer to https://www.yoins.com/Yoins-Payment-Methods-a-13.html. As to your information, you had tried to use the Paypal to make the payment but it failed. Could you please send the error information/code which was shown on the website to us? Then we can help you confirm the issue and offer a suitable solution for you for solving the issue. We will also send a message for helping. Please check it and give a reply to us. Also, you can contact us via bellowing ways to get a quicker reply. A.Contact us by email([email protected]); B. Send us the message to Facebook（https://goo.gl/s84jN1）or Instagram; C.Contact us directly via live-chat (https://www.yoins.com/Yoins-Contact-Us-a-33.html), please pay attention to the working time to avoid any unnecessary misunderstanding. D. Call us by 00852-21364966 at 7:30 am to 10:00 pm GMT + 08:00 from Monday to Friday. We hope that your order can be created in Yoins shops as soon as possible and get beautiful clothes early. Yours Sincerely, JOE WANG

Dear Mich, Thank you for your recognition of YOINS. We sincerely wish you a pleasant shopping and we will continue to work hard to improve the efficiency and quality of our service! If there are any problems in the shopping process, please feel free to contact us. We will serve you as soon as we can! Looking forward to serving you again! Yours Sincerely, Yuki

Dear Alpha QUINN Shalini, Thank you for choosing YOINS. We will continuously upgrade the quality of products and services. We are looking forward to your next visit. All the staffs in YOINS wish you a happy life and a good mood every day! Looking forward to serving you again! Yours Sincerely, Yuki

Dear Cristina Biddle, Thank you for notifying us of your complaint and we sincerely apologize for the inconvenience caused. We are here to help. We have 30 days return policy. Please view our return policy here: https://www.yoins.com/Yoins-Return-Conditions-a-111.html Due to hygiene reasons, we cannot offer refunds on Accessories, Jewelry, Earrings, Lingerie, Bodysuits, Underwear, Sleepwear, Swimwear, Beachwear, Sports bra unless the items are visible defects. As you are our US customer, we are glad to inform you that you can enjoy the free return to our US warehouse. We have sent you an email to help you return. Please check your email address and reply to us so that we can solve your problem quickly. Thank you for your patience and understanding. Best regards Yuki

Dear David, Thank you for shopping on Yoins and we are sorry to hear that our product does not meet your expectations. We always reply to emails within 24 hours, please kindly check your spam as well to find it. Sometimes our emails might go there due to your security settings. In order to provide a better service, for order amount under US$100, after you post the items back, we can arrange a refund before we receiving the returned items, as long as we get a picture of the return receipt or return tracking number. Would you mind contacting with us and providing us the order number/the email address/your full name/tracking number through the bellowing ways: A.Contact us by email([email protected]); B.Send us the message to Facebook（https://goo.gl/s84jN1）or Instagram; C.Contact us directly via live-chat (https://www.yoins.com/Yoins-Contact-Us-a-33.html), please pay attention to the working time to avoid any unnecessary misunderstanding. D.Call us by 00852-21364966 at 7:30 am to 10:00 pm GMT + 08:00 from Monday to Friday. Looking forward to your contact. Best regards, Yuki

Dear Ana, Thank you for notifying us of your complaint. We are sorry to inform you that your order was defined as the malicious orders as our system detected that most of your "get it free" items were bargained by the same helpers. According to our event rule, you only need to pay for the shipping fee and get the items for free if you share the link to your friends who haven't registered in Yoins. And the helpers only allowed to bargain once for one bargaining event. But we check that you have taken part in the event of more than 30 items, and most of them were bargain by the same helpers. Therefore in this case, we have canceled your order and will arrange a refund for the shipping fee to you to decrease the high risk and ensure transaction safety. The refund has already been completed. And you can still get one item for free. Refund processing time:  Paypal: you will get it within 72 hours. Credit card: 7-14 working days.  One of the key reasons that a credit card refund takes as long as it does is the number of steps involved in the refund process. Sorry for the inconvenience. Yours sincerely, Yuki

Dear Judit, Thank you for your feedback and we are sorry to hear about the misunderstanding. We couldn't charge our customers directly from your account as we do not have a recharge function. If you find that you have been charged by us without permission, please kindly consult your bank about the payment. And offer us a bank statement, we will check it for you and offer solutions accordingly. Also, we do not save your payment account information. We only collect the data you provide and data from your terminal equipment. For more details please refer to our privacy policy: https://www.yoins.com/Yoins-Privacy-Policy-a-150.html We are really sorry about the delay. We check that your order was placed on Jan.17. And the delay was caused by the stocking issue, your order was backorder. If there is any out of stock item in your order, we will send an email to your registered email to inform you about this. But sometimes the email might go to your spam due to your privacy settings. We provide several options for customers: wait within restocking time, change the out of stock item to another similar one or refund the out-of-stock item. Sorry again for this stock inconvenience. We have split your order and ship the in-stock items first so that you can receive your items earlier. And the parcel has already arrived in your country now. You can also check your order status and track the order on our site via My account--View orders. In order to ensure your account safety, we cannot disclose too much of your order information here. We feel sorry about any inconvenience. We have contacted you and provide the shipping details as well as the information of the backorder. Please pay attention to your email box left on the Yoins account. Sorry for the inconvenience. Please rest assured that we will try our best to solve the problem with you. Best regards, Yuki

Dear Mai, Thank you for your comment. We are sorry to inform you that your order was defined as the malicious orders as our system detected that most of your "get it free" items were bargained by the same helpers. According to our event rule, you only need to pay for the shipping fee and get the items for free if you share the link to your friends who haven't registered in Yoins. And the helpers only allowed to bargain once for one bargaining event. But we check that you have taken part in the event of more than 30 items, and most of them were bargain by the same helpers. Therefore in this case, we have canceled your order and will arrange a refund for the shipping fee to you to decrease the high risk and ensure transaction safety. The refund has already been completed. And you can still get one item for free. Refund processing time: Paypal: you will get it within 72 hours. Credit card: 7-14 working days. One of the key reasons that a credit card refund takes as long as it does is the number of steps involved in the refund process. Sorry for the inconvenience. Best regards, Yuki

Dear Bie, Thank you for your comment. Below is the information about 'Get it free' activity: Qualifications of Bargainer: 1. Only the log-in users can initiate the bargain event. 2. For each “get it free” item, the initiator can only initiate once before the bargain being expired. 3. The bargaining event can be re-initiated if the former bargain has expired 4. The bargaining event can't toward the same item after a successful bargain. The rules of bargaining event: 1. Each bargaining event should be completed within 24 hours, or the bargaining will define to fail. 2. The item price should be bargaining to 0 to be successful. Step one: Select your preferred item and click “get it free” Step two: Share the activity with your friends who haven't registered in Yoins. Step 3: Friends click the link to bargain for you. Step 4:Meeting the specified number of required people to get free items. Qualifications of helpers: 1. Click the link shared by initiators 2. Register a Yoins account and log-in. 3. The helpers only allowed to bargain once for one bargaining event. And you will receive an informed message if you get the item for free successfully. Then we will contact you for more details later. And if you did not get a message, we are afraid that the item might have already been sold out as it is quantity limited. Or the bargain is expired. Please wait for our next promotion. For any further questions and information, please feel free to contact us. Thank you. Best regards, Yuki

Dear Jessa, Thank you for your wonderful comment. We are glad to hear that you are satisfied with our service. Thank you for your chance to communicate with us and your understanding. We will try our best to provide better service to our customers. Hope you visit again. Have a nice day! Best regards, Yuki

Dear Courtney, Thank you for notifying us of your complaint. According to your statement, the item in your order might be under clearance or it cannot be restocked within our promised time, at this issue, in order to prevent customers from waiting too long and affecting the receiving experience, we canceled the order and arranged a refund for you. You will get the refund within 72 hours if you paid by PayPal, and for credit card refund, it may take up 7 to 14 business days to appear in your account.This delay entirely depends on your credit card company and its intermediaries. If you cannot find your refund appearing in your account after this processing time, please contact us, we will check it for you. Please do not be worried. Could you please contact us and provide your order number to us? You can find the order number in your Yoins account-”view orders”. So that we can check for you. You can try the bellowing way to contact with us: A.Contact us by email([email protected]); B.Send us the message to Facebook（https://goo.gl/s84jN1）or Instagram; C.Contact us directly via live-chat (https://www.yoins.com/Yoins-Contact-Us-a-33.html), please pay attention to the working time to avoid any unnecessary misunderstanding. D.Call us by 00852-21364966 at 7:30 am to 10:00 pm GMT + 08:00 from Monday to Friday. In addition, you can also check the status of your order according to the path, ”My account-View Order-Order status”. Hope to hear from you. Best regards,   Yuki