Frequently Asked Questions | Youtime

Frequently Asked Questions

Orders & Account

We accept Amex, Mastercard, Visa, and PayPal. We also accept Apple Pay and deferred payment options Afterpay, Klarna and Zip.

When you place an order, you will be directed to an order confirmation page containing your order number. If you do not see an order confirmation page after submitting your order, your order was not submitted successfully. You will also receive an order confirmation email sent to the email address that you included in your order. You may access current and past order information by creating and signing into your account on the website, or by contacting Customer Service at hello@youtime.com

Occasionally, we change our minds. It happens! No harm done. An order may be cancelled if it has not yet been processed and prepared for shipment. Once you have received an ‘order shipped’ email, you can no longer cancel.

To cancel your order, please contact our Customer Service team at hello@youtime.comor via the chat function during business hours (9:00 AM to 5:00 PM AEST Monday-Friday) so we can help you.

Before your order has been prepared for shipment, Customer Service can help change your shipping address. Please contact hello@youtime.com as soon as possible. Please note though, that once an order has been placed, it is not possible to edit billing details.

You’ve evolved! Change is good, right? Before your order has been prepared for shipment, Customer Service can help change your order. Please contact hello@youtime.com as soon as possible. Once you have received an ‘order shipped’ email, it is no longer possible to change your order.

All youtime orders are sent on a signature required service. If you are not available to sign for your order, it will be taken to your nearest Post Office. Alternatively, you can give Australia Post authority to leave your order in a safe place.

Please note that we are unable to take responsibility for any orders lost, damaged or stolen once authority to leave has been granted.

Yep, we do it too. To reset your password, visit the Login page and fill in your email address to have a reset password link sent to you. Please note that for security reasons we do not store passwords and are unable to send your old password via email.

Youtime ensures that your personal information is kept private and confidential and at no point will we share it with a third party without telling you, except as necessary to process and service your orders - for example, with Australia Post. For more information, please see our privacy policy.

Shipping

We currently ship Australia wide, and to New Zealand. More international shipping locations are coming very soon.

Sure, we can ship to PO boxes and parcel lockers Australia wide.

All purchases are dispatched the following day, Monday to Friday. If you place your order on a weekend or public holiday, we will be taking some time out for rest and play. Be assured, we will process your order as soon as we return to work on the following business day.


Delivery times depend on the service you have chosen and your location. 

Standard will arrive within 2-3 business days for Metro, 3-5 Regional and 6-13 Remote. 

Express and Free Express will arrive within 1-2- business days for Metro, 1-4 Regional and 1-5 Remote. 

All orders to New Zealand are sent with Express and will arrive within 6-12 business days. 


Please check the shipment tracking link in your shipping confirmation email for the latest shipping status. For additional help, contact our Customer Service at hello@youtime.com for order status information. Please include your order number in your email.

Not yet. But soon. Very soon. We’ll let you know!

Once your order has been shipped you will receive your tracking number via email. You can click on this link to be taken to the Australia Post tracking page, where you can track your order.

Not cool. If you do not receive your package and there are no available tracking updates, please contact our customer service team at hello@youtime.com and include your order number in the correspondence, so we can help. 

We reserve the right, in our sole discretion, to issue you a store credit or to send you replacement products.

Dangerous goods are items that contain flammable liquids (e.g. aerosols, fragrance, nail polish) and can only be shipped via road services due to air transport regulations.

Returns

We offer free returns or credit on products that are unopened and returned in the same condition they were received within 14 days. 

For N.C.P Olfactives fragrances: N.C.P and youtime send you a 1ml sample with every 50ml perfume so that you can test the new scent on your skin before opening your full size purchase. If it’s not for you, you can return the unopened perfume within 14 days.

If, for any reason, your order is not as you expected, please get in touch at hello@youtime.com so we can help you.

Unfortunately we’re not able to process exchanges at this time.

You have chosen to invest in quality, therefore your youtime purchase should arrive in beautiful condition. If your order does not arrive as expected, please contact our Customer Service team at hello@youtime.com so that we may report the damage to our fulfilment provider, if necessary. Once an email is received, we will help you with next steps.

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