First Walker Sock Shoes - Zoo

INTERNATIONAL SHIPPING:

We do not have control over customs and are therefore not able to be responsible for delays that may occur. 

Please take a look at the shipping times down below:

(does not include weekends/public holidays):

a) USA Shipping time: 10 to 15 business days (tracking system available on our site 3-5 days after an order has been shipped)

b) Western Europe Shipping time: 7 to 20 business days (tracking system available on our site 3-5 days after an order has been shipped)

c) Rest of the world : 10 to 30 business days (tracking system available on our site 5-10 days after an order has been shipped)

*Exceptions in (a & b) apply.

Delayed delivery - in very rare instances, packages may take longer than the stated expected time frame. Unfortunately, we are unable to control shipping times and any unexpected delays that may occur en-route and we seek your understanding and patience should this occur. In such cases, we will ship out a new package if there is no tracking updates for more than 20-30 business days.

This may especially be true during the busier holiday seasons at the year's end (November to December months).

PROCESSING TIME VS SHIPPING TIME

Please note that processing time (3-5 business days) is different from shipping time and should be added to the total delivery time. Orders generally take 3-5 business days to be fully processed (checked, packed, forwarded to logistics and sent forth to the post office).

After your order has been processed, your package will then be picked up by our shipping company for dispatch. 

CANCELLING AN ORDER

Once an order is placed, we will not be able to cancel or change the shipping address as your order might have already been processed. 

UNCLAIMED ORDERS

We are not responsible for any packages lost or returned to us as refused, unclaimed, undeliverable, or because of incorrect or insufficient address. 

CUSTOM / DUTY FEES

Customs fees are the responsibility of the customer. Please check with your local customs agency regarding fees. Also, kindly note that in rare occasions, customs agents may delay delivery of some packages.

SEPARATE PACKAGES

In some instances, an order may be split into different packages for any of the following reasons:
- Certain items may be on backorder
- Weight restrictions for regular shipping imposed by the post office
- Different designers/warehouse location (we work from multiple warehouses to bring you the best selections at affordable prices)

If you have any questions, don't hesitate to contact us: service@yoohal.com!

RETURNING FOR REPLACEMENT AND REFUND

In the very unlikely occurrence that there are damages with your item; we offer a 30-day unconditional money back guarantee.

After receiving the package, if you do not like the product you ordered, you can return it and get full refund within 30 days. You'll have to pay for the shipping cost of the return.

If your product was damaged in the shipping process or you receive the wrong product, please send us a few pictures of the damages within 3 days of receiving to service@yoohal.com – we will be in touch and arrange another to be shipped.

Before returning items to us, please make sure that you contact us first and that you read and follow the instructions below. Please make sure that you understand our return policy and ensure that all criteria are met before physically sending any items back to us.

Note: yoohal.com reserves the right to charge a handling fee on all returned products.

GENERAL RETURNS

1. All products must be returned in their original condition.

2. Mis-shipped products: For mis-shipped items (item received was not item ordered), once confirmed, we will be responsible for an item exchange and any shipping fees. 

3. Color Errors: If the color of the item received is not what was ordered, you are eligible to get another of this item sent to you.

RETURNING FOR REPLACEMENT OR REFUND

Quality Issues:

We will be responsible for an exchange or refund if there are any product quality problems within 30 days of the customers receiving the item. Please make sure to contact us first before returning any item back. Customers may need to send the product back to us, and after confirming that the product has not been damaged on purpose, we will exchange the product.