Client

Help & FAQ

We hope you like shopping on the yd. Online Store. To make it just that bit easier, take a look at our FAQs below. If you can’t find the answer you’re after then use our Contact Us form and someone will get back to you directly.  (Please note customer service will be closed on all public holidays)

Ordering
Keeping my details up to date
Gift Vouchers
Sizes
Returns and Exchanges
Deliveries
Technical stuff


Ordering


How do I order online?


To purchase on the yd. website, just click on the item you wish to buy, select the size and colour you want and click ‘Add to bag’. You can then go back and add additional items to your bag or click ‘Checkout’ to complete your order. Keep in mind you will need your credit card details (Visa, Mastercard or Amex), including the billing address to finalise your online order. Or, if you are using PayPal, you will need your login details.
 

Why does the item in my bag now say it is unavailable?

yd. products are very popular and do sell out. Unfortunately when you add items to your bag it doesn’t mean the item is reserved. The items will be available for anyone to purchase until you have checked out and paid. If you receive an error stating you cannot checkout due to an item being unavailable, you will need to remove this item from your bag so you can complete your order. Please feel free to Contact Us for support if needed.

Currency

For our New Zealand Customers all prices are shown and charged  for in NZ$, and for all other countries including Australia prices are shown and charged for in AUS$. For international customers (excluding New Zealand)  the price charged will be converted to your local currency by your credit card provider and all charges for currency conversion are to be borne by the customer

Can I change/cancel my order?


You can change your order while you are still browsing and shopping. You will need to go to ‘My Bag’. Here you can delete a product by clicking on the ‘X’ next to the ‘Qty’ field, or change the quantity by simply adding in the new quantity and clicking ‘update’.

We want to get your order out to you as soon as possible, so once you have clicked the ‘Process Order’ button and your order has been confirmed it has already been sent to our warehouse to be picked and packed. It's not possible at this stage for you to change or cancel your order. Once you receive your order just follow our returns instructions in the Returns and Exchanges section of our website if you want to return an item.
 

What do I do if the item I am looking for says it has ‘Sold Out’?


The yd. best seller products do sell out quickly.  If you’ve seen something you must have, then we suggest you order it straight away.

However, if the item you are after is out of stock, make sure you visit or contact your local yd. store to see if they can help you out or you can contact us on 1300 12 12 93 (1300 12 12 YD).  Find your nearest yd. store by using the Store Locator section of our site.


What payment methods do you accept?


We accept payment by VISA, MasterCard, AMEX (please note that a 2% surcharge applies to AMEX payments). For non Gift Voucher purchases, you can also pay using PayPal.

Your card will be debited as soon as your order is processed. The transaction will appear on your statement as yd.

Unfortunately, we don’t accept cheques or money orders.

How secure is my credit card and personal information?


Your security while shopping online with yd. is really important to us, and we’ve taken all reasonable measures to make sure your credit card and personal details are kept safe at all times.

All pages that require you to enter your personal information or payment details on our site are secure, using 128 bit SSL encryption.

To check that the page you are viewing is secure, look for a padlock icon in the address bar or the bottom right hand corner of your screen.


Can I see my past orders?


Yes, just Login to the website using your email address and password and on the ‘My Account’ page you can review your recent orders.

Keeping my details up to date


How do I let you know if my details have changed?


Just Login to the website using your email address and password and on the ‘My Account’ page chose the ‘Update my details’ button. Make sure you save any changes you make.

Gift Vouchers


You can order a Gift Voucher online and have it emailed direct to the recipient.  It will be validated by the next business day for use in any of our physical stores.


What value can I buy a Gift Voucher for?


Any value that you would like over $10 and up to $200.

What payment methods do you accept for Gift Vouchers?


We accept payment for Gift Vouchers by VISA, MasterCard, AMEX (please note that a 2% surcharge applies to AMEX payments). Unfortunately you cannot use Paypal to pay for a Gift Voucher.

How long is your card valid for?


The gift card is valid for 12 months from the date purchased.  Keep in mind though that we can’t replace lost or stolen cards.

Can I use my Gift Card online?


No. Gift Cards are only redeemable in stores currently. Use the Store Locator to find your nearest store.


Sizes


How do I know what size I am?


yd. has a sizing guide on every product page or you can visit the Size section of our website.  Our sizes are represented in Australian sizes and in our size section we show you how to measure yourself so you can find your yd. size.
 

Returns & Exchanges


What is yd.'s policy on returns and exchange?


yd. is happy to provide a full refund, exchange or credit note for change of mind purchases, provided you have a receipt as proof of purchase, the item has not been worn or washed, and the swing ticket is still attached to the garment.

Returns can be made to any yd. store in Australia or New Zealand, including online, but exchanges cannot be processed through the online store. If you are after a different product to the one you ordered, you will need to take it into a yd. store or accept a refund and reorder if processing through our online store. Go to the Returns and Exchanges section of our website to get full details including the address for returns.

In the event of having no receipt and/or a missing swing ticket, we will happily provide an exchange or a credit note in store only, provided the garments have not been worn.

If a garment is faulty and provided you have proof of purchase, you are entitled to choose between a refund, exchange or credit note.

Please refer to the Returns and Exchanges section of our website for further information.

Deliveries


Which countries does yd. ship to?


yd. delivers within Australia and to New Zealand.

How much does delivery cost?

Australian Domestic Orders
yd. charges a flat rate of $10.00 for standard delivery on all orders and $15.00 for express delivery within Australia.
But if you register with us orders over $85 with standard delivery will be delivered for FREE.  (However from time to time yd. reserves the right to offer free delivery.)

New Zealand  Orders
yd. charges a flat rate of $20.00 for standard delivery on all orders.  But if you register with us orders over $200 with standard delivery will be delivered for FREE. (However from time to time yd. reserves the right to offer free delivery.)

How long will it take for my order to arrive?


Australian Domestic Orders
Express orders can take 1-3 business days and standard orders can take 3-5 business days depending on your location.

New Zealand  Orders

Standard orders can take 3-5 business days depending on your location.
 

Which courier company do you use?


We use Australia Post for all our deliveries.

Can I track my order?

Australian Domestic Orders
Yes once your order has left our warehouse you will receive an email with a tracking number and a link to the Australia Post website. You will also be able to see the status of your order if you Login to the website. 

If you have special instructions relating to the delivery, please be sure to flag these, where required, on the delivery details page as you are checking out.

If your order has not arrived within the allotted time, please refer to the Delivery Info section of our website or email us at ydonline@yd.com.au

All NZ Orders

Yes once your order has left our warehouse you will receive an email with a tracking number and a link to the Star Trak website. You will also be able to see the status of your order if you Login to the website. 

If you have special instructions relating to the delivery, please be sure to flag these, where required, on the delivery details page as you are checking out.

If your order has not arrived within the allotted time, please refer to the Delivery Info section of our website or email us at ydonline@yd.com.au

If there is a problem with my order who do I contact?
If there is a problem with your order, please email us at ydonline@yd.com.au or call us on 1300 564 669 if calling within Australia or +61 2 8577 6795 if calling from outside of Australia.  Please note customer service will be closed on all public holidays.

 
Technical stuff

What is the best way to view the yd. website?


yd. Online has been developed to look best with a resolution of 1024 x768 and works on both Windows and Macintosh operating systems. We support a range of browsers including Safari, Firefox and Microsoft Internet Explorer versions 6, 7 & 8 using Adobe flash player 9.45 and above.

Our site does not support certain Chrome Browser extensions such as UBlock. Please disable these extensions or whitelist our site if you experience issues.

Operating System
Internet Explorer 6/7 & 8
Firefox 3.0
Safari 3.0
 Windows 2000, XP, Vista
 Yes Yes
NA
 Macintosh OSX 10.2 and above
NA Yes Yes

If you choose to use an operating system or browser not listed you may experience difficulties.