Customer FAQ's
YOUR ACCOUNT
You will have to register an account with YOU LIVING in order to make online purchases. Registration is free and allows you to review your orders, track your packages and manage your billing and shipping details so that the next purchase can be processed with much convenience.
To register, simply click on “Register/login" to create or login to your account. If you have already placed items in your cart, click on "Checkout" and you will automatically be prompted to register for an account.
If you have forgotten your password, click on "Forgot My Password" located on the login page to have it reset.
ORDER STATUS
You can check the status of your YOU LIVING order by logging into your account and visiting the Order History section of your account. You will receive an order confirmation email after an order has been placed and you will receive a shipping confirmation email once your order has been shipped. Your shipping confirmation email will include the tracking number for your package. Please note that it may take up to 48 hours after your package has left our warehouse for the tracking information to appear in the shipment tracking system.
CHANGING OR CANCELLING YOUR ORDER
Once your order has been placed, you will not be able to modify or cancel your order. Please contact us at hello@youliving.com.sg as soon as possible, should you want to modify or cancel your order. Please indicate your name, order number and product details. We are unable to cancel or make any changes to your order once it has been processed and/or shipped.
OUR PRODUCTS
All prices stated on our site are listed in Singapore Dollars (SGD). For international shoppers, your order total will be charged according to your credit card or bank’s exchange policy on international purchases.
ITEM AVAILABILITY
YOU LIVING products available online are in-stock unless otherwise stated. We will inform you in the event we are unable to fulfill your order.
SALES TAX
We currently do not charge sales tax and/or GST on all our items. However, because duties and taxes vary with each country, international shoppers will be responsible for all duties and taxes incurred on their end.
REDEEMING PROMOTION AND DISCOUNT CODES
To redeem your gift codes or promotional discount codes, simply enter the code during checkout in the field marked “Discount” accordingly. The promotion or gift amount will be then be applied before you make your final payment. Discount codes are not applied to sale items, unless otherwise stated.
ORDER PROCESSING
All orders placed Monday – Friday (excluding holidays) before 12 NOON (GMT+8) will be processed on the same day and shipped within 48 hours subject to availability and credit verification. Orders placed after 12 NOON (GMT+8) will be processed the next business day. Estimated delivery times are to be used as a guide only and YOU LIVING will not be responsible for any delays caused by any customs clearance processes.
SHIPPING RESTRICTIONS
YOU LIVING does not offer weekend delivery. We are also unable to deliver to P.O. Boxes, military APO/FPO addresses as well as forwarding addresses, which includes Aramex addresses.
Please be aware that all products delivered internationally may incur additional costs, due to varying customs and taxes imposed by each country. These additional costs are not part of the shipping fees when your order is processed as you check out. It is the buyer’s responsibility to ensure that all additional charges are paid for, in order to receive the shipment. YOU LIVING have no control over these additional costs. If you decide to refuse any such shipments from YOU LIVING, you will be responsible for the original shipping charges to you, any duties, taxes and/or custom charges that are incurred on the package (for both original and return shipments), and the cost of returning the package to YOU LIVING. This amount will be subtracted from your merchandise refund.
RETURN POLICY
We offer returns for store credit for full priced items only. A Store Credit will be issued within 14 business days from when we receive your parcel.
Please note that shipping costs will not be refunded and the store credits returned are non-exchangeable for cash.
For any returns, please email us at hello@youliving.com.sg within 3 days.
Items must be returned within 10 days from the ship out date (Singapore) and 21 days from the shipping out date (International). Please indicate your order number, the item you wish to return and the reason for return. Our customer service team will get back to you within two working days.
For local customers, you may wish to return the item directly to our showroom:
28, Perak Road, Singapore (208145)
Opening hours: Wednesday till Saturday, 12 noon to 7pm
All items must be returned in the same condition you receive with tags and packaging intact.
It is the customer's responsibility to ensure the safe return of the package. Therefore, it is highly recommended to return the item(s) by Signed For (Registered) post or other traceable service such courier deliveries. Any shipping costs will be borne by the customer.
Once your returned Product has been checked, we will send you an e-mail letting you know if the Product has been accepted. We will then proceed with refunding your money in the form of store credit.
You Living will not be liable for any mail lost via non-traceable methods.
If the items are returned to us in the timescale stipulated and in the same condition as they were originally sent, your return will be processed.
Returns will only be processed for item with its tag intact, unworn, unwashed, unaltered. Requests for exchanges for apparels which do not meet all mentioned conditions will be duly declined.
All items not returned to us within the stipulated time frame or not in original condition will be rejected and sent back to you. Shipping cost will be bore by customer if such an incident occur.
Wrong Delivery Address / Wrong Email address
Please ensure that your email and address provided is correct. Any failure for delivery due to wrong personal information provided will result in a re-delivery charge if the item has been returned to us.
All personal details should be entered correctly before checking out. On the occasion where you realise there is an error, please email us immediately and we will update the correct details for you if the parcel has not been shipping out yet.
Sale items (if applicable)
Only regular priced items may be returned for store credit. Sale items cannot be refunded/exchanged.
Wrong Items / Missing Items
If there is a mistake in your parcel, please send us an email at hello@youliving.com.sg within 7 working days from the shipping out date (Local) and 14 working days from the shipping out date (International). Our team will work on getting your shipment fixed right away!
All orders not reported to us within the stipulated time frame will be considered as fulfilled.
Store Credits:
- Store credits have 6 months expiry date.
- Store credit can only be utilised in a single transaction, and any remaining balance will not be refunded to you via cash or store credits.
- Orders purchased with store credits are not valid for returns/exchanges.
- Store credits cannot be transferred to another email account.
- Store credits are non-refundable.
FAULTY MERCHANDISE
Goods are classified as faulty if they are received damage or where a manufacturing fault has occurred. Please note that items damaged as a result of normal wear and tear are not considered faulty. If you would like to return a faulty item, please email us and follow the instructions above. We will send a replacement item, subject to availability, at our cost after a thorough quality check. All faulty items must be returned in its original packaging with all garment tags and labels intact, unused and unwashed.
DISCLAIMER
YOU LIVING reserves the right to reject any returns that do not comply with the conditions stated above. If your package is not accepted, it will be sent back to you at your expense and a refund will not be granted. For any questions or concerns regarding the return process, email us at hello@youliving.com.sg