Ordering Guidelines

Postage:

Orders of AU$169 or more qualify for free home delivery. 

Otherwise, a flat AU$22 shipping fee will be applied per order.

*Additional shipping charges are required in remote areas, please enter the postcode to confirm the postage.

 

 

Yuki House Stores:

Melbourne CBD

Address: Shop GD 014BA, Melbourne Central, 211 La Trobe Street, Melbourne VIC 3000, Australia Phone: 03 9639 7917

Box Hill

Address: Shop SP045, Box Hill Central (North Precinct) 17-21 Market St, Box Hill VIC 3128, Australia

Phone: 0426 655 698

Glen Waverley

Address: G-133 The Glen Shopping Centre, 235 Springvale Road, Glen Waverley VIC 3150, Australia

Phone: 03 9886 3591

  • Payment Options: Accepted payment methods include credit cards (Visa, MasterCard). Any “foreign transaction fees” or “currency conversion fees” incurred during card payment will follow the exchange rates provided by the respective card issuing bank.
  • Shipping Method: We partner with leading international courier companies, including DHL and FedEx, to ensure fast and reliable delivery, providing tracking numbers for your shipments.
  • Delivery Time: Estimated delivery time is approximately 14 business days based on location. However, delivery times may be extended due to courier delays or customs inspections.
  • Order Confirmation: After completing your order, you will receive an email confirmation. For reordering items, please place a new order.
  • Refusal of Package: If you refuse to sign for a Yuki House package, resulting in customs retention, we cannot cancel your order or provide a refund.
  • Customer Support: For any inquiries, please contact our customer service with your member name, phone number, order number, and query details through:

Official Email: [email protected]

Official WeChat customer service

Official Facebook / Instagram fan page private messages


Ordering Notes:

  • Orders will be shipped upon payment.
  • Currently, we only offer shipping within Australia.
  • If you encounter issues with delivery due to remote areas, please contact our customer service for assistance.
  • Due to the complex overseas shipping process, please provide accurate recipient information in English. Once an order is completed, changes to shipping address, recipient, or any order details are not possible.
  • Incorrect recipient information leading to delivery issues or non-receipt may result in cancellation of the order. Refund amounts will deduct round-trip shipping fees and related costs.
  • Goods eligible for promotional offers (e.g., free shipping, gifts, discounts) that are returned may result in the loss of those benefits. Please review data and amounts carefully before ordering, as refunds are not possible after ordering.

 

After-Sales Service:

  • Detailed confirmation of product and amount before ordering is essential. Except for defective/wrong items, other situations will not qualify for returns or refunds.
  • Return requests will be reviewed. If the responsibility lies with the seller, we will assist with returns/exchanges, covering logistics costs.
  • Returns that lead to order amounts falling below qualifying thresholds for benefits (e.g., free shipping, discounts) may result in charges.
  • In case of receiving defective/wrong items, please provide information within 7 days of receipt via email ([email protected]). Our staff will assist you.

[Process]

 → Contact customer service → Confirm return eligibility → Ship the item → Email order info and shipping invoice to [email protected] → Confirm return eligibility → Contact customer and arrange refund → Refund will be issued to the original credit card account *Refund time varies by bank.

  • The following situations may prevent return/refund acceptance:
  • Exceeding the 7-day return period.
  • Opened or damaged items due to human factors.
  • Dirty, damaged, washed, or altered items.
  • Damaged packaging or missing components/invoice.
  • Malicious or excessive returns.
  • Returns/exchanges are not available for overseas addresses.
  • For missing parts, we will send the missing item once informed.
  • Customer service hours: Monday to Friday, 10:00 – 17:00 (closed on holidays).
  • For self-initiated returns without contacting customer service and requiring postage payment upon receipt, Yuki House will refuse them. The buyer bears the associated costs, and we won’t process the return or refund for the order.

 

Disclaimer:

*In case of conflict between this agreement and applicable law, Yuki House will abide by Australian law and address any remaining matters. The remaining valid terms will still be effective.

*In the event of any disputes regarding the agreement or its execution, Yuki House reserves the right to make the final decision, including discontinuing, changing transactions, returns, refunds, and terms, without further notice.