Frequently Asked Questions
If you can't find the answer to your question on this page, please contact us using the contact form. We aim to respond to queries within 24 hours (Monday-Friday). We are also available on live chat through our Facebook page.
DO I HAVE TO ORDER ONLINE?
Yes, as we are an online retailer you can only order online. This is the best way to pay. It is fast, safe and secure.
DO YOU SHIP WORLDWIDE?
Yes we do ship worldwide but only to selected countries. If you put an item in your shopping basket, there is a drop down menu to select your country of delivery, if it's listed, we ship there.
HOW CAN I PAY FOR MY ORDER?
We accept the following payment cards: Visa, Visa Debit, MasterCard. We currently do not offer PayPal payments. We are working hard to make it available to you.
IS MY ONLINE PAYMENT SECURE?
We assure you that shopping with YORKMAIN is safe and secure! We use shopify payments which is one of the safest and most trusted payments gateways. We use industry-standard encryption systems for potentially sensitive information, such as your name, address and other critically sensitive information like your credit / debit card details. Information passed between your computer and our website cannot be read in the event of someone else intercepting it.
WHEN WILL I BE CHARGED?
When you reach the final billing page and submit your order, we will immediately contact your bank or card issuer for authorisation to take payment from your account. If there is a query with the payment, either your card issuer or Customer Services will contact you.
HOW DO I KNOW YOU HAVE RECEIVED MY ORDER?
Once you've placed your order, you will be directed to an order confirmation message, which will contain your order number. This information will also be emailed to you within the next 30minutes. Once our team at the warehouse have processed your order, you will receive a second email to let you know that your order is on its way to you.
I HAVE NOT HAD AN EMAIL CONFIRMATION OF MY ORDER WHY?
Every order made on the website gets a confirmation email - If you do not get an email confirmation it is for two reasons: You have entered your email address incorrectly or you may have a spam filter preventing our email getting through.
IS IT POSSIBLE TO MAKE CHANGES TO MY ORDER?
Unfortunately, once you've placed your order, it is not possible to amend any details, as our warehouse team will have already started processing your order.
IS IT POSSIBLE TO TRACK MY ORDER?
Yes you can. Once your goods have been dispatched, we will email you with a tracking number. You can track your parcel on the Australian Post website.
HOW CAN I CANCEL MY ORDER?
Orders can be cancelled before dispatch. However, if we incur costs as result of the cancellation, we will pass these on to you. Please note that all cancellations must be done or confirmed by email and YORKMAIN cancellation policy applies.
HOW DO I KNOW IF MY SIZE IS IN STOCK?
When you are in the item description page you need to first choose the "Colour" THEN the size menu will appear and if you drop down the menu you can see if your size is in stock.
WHAT SHOULD I DO IF I RECEIVE AN INCORRECT OR FAULTY ITEM?
We're sorry to hear that you've received an incorrect or faulty item. Please send us a message with your order ID, the name/product code of the item you were supposed to receive and further details of the problem. After that, please return the item to us according to our return policy and we'll do our best to resolve this for you.
IS IT POSSIBLE TO EXCHANGE AN ITEM?
We will exchange any purchased item or give you a refund, provided that it's returned to us in its original condition and packaging, unworn, unwashed, with all labels intact and in accordance with our exchange policy. Also make sure you:
- Return the package by using the Post Office counters and obtain proof of postage from the Post Office. Please do not post the package through the post box without obtaining a certificate of posting.
- Keep your certificate of postage safe as you will need this as your proof of return.
DO YOU DELIVER TO PO BOXES & BFPO ADDRESSES?
No delivery will therefore be permitted to a Postal Box or similar address.
WHAT IS THE SHIPPING COST?
Domestic or International shipping costs depend on the destination & weight and are displayed at checkout before purchase.
DO I GET CHARGED CUSTOMES AND IMPORT DUTIES?
We're sorry, but we cannot tell you what the cost will be, as this varies widely. For information on current charges, please contact your local customs office.
HOW LONG WILL DELIVERY TAKE?
Domestic regional, rural and more remote customers, orders will be delivered according to AusPost delivery routes and generally within 2-5 business days. All international orders delivery can take up to 6 weeks.
HOW CAN I FIND MORE INFORMATION ABOUT A PRODUCT?
Please read the Style Notes and Details and Care tabs on the product page for information. If you can't find the information you need about a product, please don't hesitate to contact us and we'll try our best to help you.
DO YOU HAVE A SIZE GUIDE?
Products have size guides as applicable
DO YOU HAVE A CATALOG?
We don't currently print a catalogue,
DO YOU HAVE A SHOP?
As we are a dedicated online retailer, we do not have a shop.
IS IT POSSIBLE TO PRE-ORDER AN ITEM?