Frequently Asked Questions

Ordering & Payment:

  • Ordering your favorite apparel from us is a breeze! Simply navigate through our collections and click on any item that catches your eye. On the product page, select your preferred size and color (if applicable), and then click the "Add to Cart" button. You can continue shopping or proceed to your cart. When you're ready to complete your purchase, click on the "Checkout" button in your cart. You'll then be guided through a secure process to enter your shipping details, choose your preferred shipping method, and finalize your payment. Once your order is successfully placed, you'll receive an email confirmation with your order details.

  • We strive to make your shopping experience as convenient as possible, which is why we accept a wide range of secure payment options. You can complete your purchase using major credit and debit cards, including Visa, MasterCard, American Express, and Discover. For added flexibility, we also accept payments via PayPal and Shop Pay. Rest assured, all transactions are processed through encrypted, secure gateways to protect your personal and financial information.

  • Absolutely! We take the security of your payment information very seriously. Our website uses Secure Socket Layer (SSL) technology to encrypt all personal and payment data during transmission. This ensures that your credit card details, PayPal information, and other sensitive data are protected from unauthorized access. We partner with trusted and reputable payment processors who adhere to the highest industry security standards (PCI-DSS compliance) to handle your transactions. We never store your full credit card details on our servers, providing you with an extra layer of security.

  • We understand that sometimes plans change! We process orders very quickly to get your items to you as soon as possible. Therefore, changes or cancellations are only possible for a very limited time after an order has been placed.

    • To change your order (e.g., size, color, shipping address): Please contact us immediately at orders@yolta.ca within 1-2 hours of placing your order. We will do our best to accommodate your request if the order has not yet entered the shipping process.

    • To cancel your order: Please contact us immediately at orders@yolta.ca within 1-2 hours of placing your order. If your order has not yet been processed for shipping, we can typically cancel it and issue a full refund.

    Once an order has entered the shipping phase, we are unable to make changes or cancellations. In this case, you would need to wait for the order to arrive and then follow our standard return/exchange policy if you still wish to make changes.

  • Currently, we do not offer gift cards. We appreciate your interest and are always looking for ways to enhance your shopping experience, so we may consider adding this option in the future. Please subscribe to our newsletter for updates on new features and product offerings!

Shipping & Delivery:

  • We offer a variety of shipping options to best suit your needs. Shipping costs are calculated based on your location, the weight of your order, and the chosen shipping method. You can view the exact shipping costs for your order during the checkout process before confirming your purchase.

    Here are our standard shipping options:

    • Special Flat Fee Shipping

    Please note that processing times (the time it takes us to prepare your order for shipment) are separate from shipping times. You'll find estimated delivery windows during checkout.

  • The total time until your order arrives depends on two factors: processing time and shipping time.

    1. Processing Time: This is the time it takes for us to prepare your order for shipment. Typically, orders are processed within 1-3 business days from the time of purchase.

    2. Shipping Time: This is the time it takes for the carrier to deliver your package once it leaves our facility. This will depend on the shipping method you selected at checkout:

      • Standard Shipping

      • Expedited Shipping

      • International Shipping

    Please note that these are estimated delivery times. Once your order has shipped, you will receive a tracking number to monitor its progress. Delays can occasionally occur due to unforeseen circumstances with the carrier or customs (for international orders).

  • Yes, we do! We are delighted to offer international shipping to many countries worldwide. During the checkout process, you can select your country to see if we currently ship to your location.

    Please note the following for international orders:

    • Customs Duties & Taxes: International shipments may be subject to customs duties, taxes, and fees levied by the destination country. These charges are typically the responsibility of the recipient and are not included in our shipping costs. We recommend checking with your local customs office for more information on potential charges before placing your order.

    • Delivery Times: International shipping times can vary significantly depending on the destination and customs processing. Estimated delivery windows will be provided at checkout, but please be aware that delays can occur.

    • Tracking: While we provide tracking for international orders, the level of detail can vary once the package enters your country.

  • Tracking your order is simple! Once your order has been processed and shipped, you will receive a shipping confirmation email. This email will contain a unique tracking number and a direct link to the carrier's tracking page.

    You can also typically track your order by:

    1. Clicking the provided link in your shipping confirmation email, which will take you directly to the carrier's tracking portal where you can see the latest updates on your package's journey.

    Please allow 24-48 hours for the tracking information to update after you receive your shipping confirmation, as it can take a short time for the carrier's system to register the package.

  • We take great care in packaging and shipping your order, but occasionally issues can arise.

    • Damaged Package: If your order arrives damaged, please take photos of the damaged packaging and items immediately upon receipt. Contact our customer service team at orders@yolta.ca within 48 hours of delivery, providing your order number and the photos. We will work with you to resolve the issue promptly, which may include sending a replacement or issuing a refund.

    • Lost Package: If your tracking information shows that your package should have been delivered but you haven't received it, please do the following:

      1. Check around your delivery area, with neighbors, or with anyone else who may have accepted the package on your behalf.

      2. Wait an additional 1-2 business days, as sometimes carriers prematurely mark packages as delivered.

      3. If it still hasn't arrived, please contact our customer service team at orders@yolta.ca. within 7 days of the "delivered" date. We will open an investigation with the shipping carrier to locate your package.

    We are committed to ensuring you receive your order and will do our best to assist you in these situations.

  • At this time, we do not offer an expedited shipping option. We currently offer our reliable standard shipping service, which provides delivery within 7-14 business days after processing. We are always evaluating our shipping options and may introduce expedited services in the future. Please subscribe to our newsletter for updates!

Returns & Exchanges:

  • We want you to be completely satisfied with your purchase! If for any reason you're not happy with your order, we accept returns of unworn, unwashed, and undamaged items with all original tags attached within 30 days of the delivery date.

    • Eligibility: Items must be in their original condition. All sale items are final sale and cannot be returned or exchanged. Undergarments/swimwear are not returnable for hygiene reasons.

    • Refunds: Approved returns will be refunded to the original payment method, excluding any original shipping charges.

    • Exchanges: We are happy to facilitate exchanges for a different size or color of the same item, subject to availability.

    • Initiating a Return: To start a return, please visit our Returns Portal or contact our customer service team at orders@yolta.ca

    Please refer to our full Returns & Exchanges Policy page for complete details and instructions.

  • Returning or exchanging an item is straightforward. Please follow these steps:

    1. Check Eligibility: Ensure your item meets our return policy criteria, unworn, unwashed, undamaged, with tags, within 30 days of delivery.

    2. Initiate Request:

      • Please contact our customer service team at orders@yolta.ca with your order number and the reason for your return/exchange.

    3. Package Your Item: Carefully package the item(s) in their original packaging, if possible, along with any original documentation.

    4. Ship It Back: Affix the provided return label (or your own if instructed) to the package and drop it off at the designated carrier location.

    Once we receive and inspect your returned item, we will process your refund or exchange according to our policy.

  • To be eligible for a return or exchange, items must be initiated within 30 days of your order's delivery date.

    Please note the full process:

    • Initiation: You must submit your return/exchange request to orders@yolta.ca within the 30-day window.

    • Shipping Back: Once your request is approved and you receive your return label, we ask that you ship the item back to us promptly, ideally within 7-10 days of receiving the label.

    • Processing: Once we receive your return, it typically takes 3-5 business days for us to inspect the item and process your refund or initiate your exchange.

    • Refunds: After processing, refunds may take an additional 5-10 business days to appear on your bank statement, depending on your bank's processing times.

    We recommend initiating your return as soon as possible to ensure it falls within the eligibility period.

  • Our policy regarding return shipping costs depends on the reason for the return:

    • For Exchanges or Store Credit: If you are returning an item for an exchange or for store credit, we offer free return shipping within US/Canada

    • For Refunds (to original payment method): If you are returning an item for a refund to your original payment method, the cost of the return shipping label "a flat rate" of $10 CAD will be deducted from your refund. Alternatively, you may be responsible for purchasing your own return label.

    • Damaged or Incorrect Items: If you received a damaged, defective, or incorrect item, we will cover the cost of return shipping. Please contact our customer service team immediately at orders@yolta.ca so we can provide you with a prepaid return label.

    Specific details regarding return shipping costs will be provided when you initiate your return through our Returns Portal / Customer Service.

  • We process refunds promptly once your returned item has been received and inspected at our facility. Here's a typical timeline:

    1. Return Received & Inspected: Please allow 3-5 business days after your return is delivered to our warehouse for us to process and inspect the item(s). We will send you an email notification once your return has been approved and your refund has been initiated.

    2. Refund Processed: Once initiated, the refund amount will be credited back to your original payment method.

    3. Bank Processing Time: It typically takes an additional 5-10 business days for the refund to reflect on your bank statement or credit card account. This timeframe can vary depending on your bank or financial institution.

    Please keep an eye on your email for updates regarding your return and refund status.

  • Yes, absolutely! We want you to love the fit and style of your apparel. We are happy to facilitate exchanges for the same item in a different size or color, provided the desired item is in stock and meets our return policy criteria (unworn, unwashed, undamaged, with original tags).

    To initiate an exchange:

    1. Check Availability: We recommend checking our website for the availability of the size/color you wish to exchange for.

    2. Initiate Exchange: Please send us an email to orders@yolta.ca and specify that you would like an exchange. Provide your original order number and the new size/color you need.

    3. Ship It Back: You will receive instructions on how to send your original item back to us.

    4. New Item Shipment: Once we receive and inspect your original item, we will process and ship your new exchange item to you. You will receive a shipping confirmation with tracking details for your exchanged item.

Product Information:

  • Finding your perfect fit is essential for comfort and style! We highly recommend referring to our comprehensive Size Chart before making a purchase.

    You can typically find our Size Chart in a few places:

    • On each individual product page, usually near the bottom section.

    • In the footer or header of our website, often linked as "Size Guide" or "Size Chart."

    Our size chart includes detailed measurements (e.g., chest, waist, hips, inseam) for our garments, in centimeters. We also provide tips on how to measure yourself accurately to ensure the best fit. If you're still unsure, feel free to contact our customer service team, and we'll be happy to assist you!

  • We are committed to offering high-quality apparel that is both comfortable and durable. The materials used in our garments vary depending on the product, designed to offer specific benefits like breathability, stretch, softness, or warmth.

    You can find the detailed material composition for each item directly on its individual product page under the "Description," "Details," or "Materials & Care" tab. Common materials you'll find across our collections include:

    • Natural Fibers: Such as 100% organic cotton, linen, hemp, and merino wool, chosen for their comfort, breathability, and sustainability.

    • Blends: Combining natural and synthetic fibers to achieve optimal performance, stretch, and longevity, like cotton-polyester blends or rayon-spandex fabrics.

    • Synthetic Fibers: Including recycled polyester, nylon, and spandex, valued for their quick-drying, moisture-wicking, and stretch properties, often used in activewear.

    We strive to be transparent about our materials so you can make informed choices.

  • Proper care will help extend the life of your garments, keeping them looking and feeling their best! While specific care instructions vary by item due to different materials and constructions, you will always find detailed washing and drying recommendations on the care label inside each garment.

    In general, we advise the following best practices:

    • Always check the label: This is your primary guide for temperature, cycle, and drying methods.

    • Wash similar colors together: To prevent color bleeding.

    • Turn garments inside out: This protects prints, delicate fabrics, and reduces pilling.

    • Use appropriate temperatures: Cold water washes are often recommended for delicate items and to save energy.

    • Avoid harsh chemicals: Use mild detergents and avoid bleach unless specified.

    • Air dry when possible: Tumble drying can cause shrinkage and wear; laying flat or hanging to dry is often gentler.

    Following these guidelines, along with the specific instructions on your garment's care label, will ensure your apparel stays in excellent condition.

  • Yes, we are deeply committed to ethical sourcing and sustainable practices throughout our supply chain. We believe in creating beautiful apparel responsibly, ensuring fair labor practices, safe working conditions, and environmental stewardship.

    We work closely with our suppliers to ensure they meet stringent ethical standards, including:

    • Fair Wages & Working Conditions: Ensuring all workers are paid living wages and operate in safe, healthy environments.

    • No Child or Forced Labor: Strictly prohibiting the use of child labor or any form of forced labor.

    • Environmental Responsibility: Prioritizing suppliers who use eco-friendly production methods, reduce waste, conserve water, and use sustainable materials wherever possible.

    We are continuously working to improve our transparency and impact, and we invite you to learn more about our specific initiatives on our Sustainability page.

  • It depends on the item! We do our best to restock popular items as quickly as possible. Many of our core collection pieces are regularly replenished.

    However, some items, especially those from seasonal collections or limited editions, may not be restocked once they sell out.

    Here's how you can stay informed:

    • Product Page Notification: On the product page of an out-of-stock item, you will often find an option to "Notify Me When Available." Enter your email, and we'll send you an alert if the item comes back in stock.

    • Social Media & Newsletter: Follow us on Social Media and subscribe to our newsletter for announcements about restocks, new arrivals, and upcoming collections.

    If you have a specific item in mind, feel free to contact our customer service team, and they can provide more precise information regarding potential restocks.

  • We love keeping our collections fresh and exciting! We regularly introduce new styles and update our offerings throughout the year to align with seasons, trends, and customer feedback.

    You can expect new product launches:

    • Seasonally: We typically release new collections for Spring/Summer, Autumn/Winter, Holiday.

    • Monthly/Bi-Monthly: In addition to major seasonal drops, we often add smaller batches of new items or colorways on a more frequent basis.

    The best way to stay up-to-date with our latest arrivals is to:

    • Visit our "New Arrivals" section on the website.

    • Subscribe to our newsletter for exclusive sneak peeks and launch announcements.

    • Follow us on our social media channels for daily inspiration and updates.

Account & Website:

  • No, you do not! We offer the flexibility to check out as a guest if you prefer.

    However, creating an account comes with several convenient benefits that can enhance your shopping experience:

    • Faster Checkout: Save your shipping and billing details for quicker future purchases.

    • Order History: Easily view and track all your past and current orders.

    • Wishlist: Save your favorite items for later.

    • Exclusive Offers: Be the first to hear about special promotions and new arrivals (if you opt-in for our newsletter).

    • Easy Returns: Streamline the return process for any eligible items.

    You can create an account during checkout or at any time by visiting our Login page.

  • Creating an account with us is quick and easy, offering you a more streamlined shopping experience!

    You can create an account in two ways:

    1. During Checkout: After adding items to your cart and proceeding to checkout, you'll be given an option to "Create an account" or "Register" before finalizing your purchase. Simply enter your desired email and password.

    2. Via Our Registration Page: You can create an account at any time by clicking on the "Account," "Sign Up," or "Register" link usually found in the header or footer of our website. You'll be prompted to enter your name, email address, and create a password.

    Once your account is created, you can log in to manage your details, view order history, and enjoy all the member benefits!

  • Don't worry, it happens to the best of us! Resetting your password is a simple process:

    1. Go to the Login Page: Click on the "Account," "Login," or "Sign In" link, usually located in the header or footer of our website.

    2. Click "Forgot Password": On the login page, you'll see a "Forgot Password?" or "Reset Password" link. Click on this.

    3. Enter Your Email: You will be prompted to enter the email address associated with your account.

    4. Check Your Inbox: An email with a password reset link will be sent to that address. If you don't see it within a few minutes, please check your spam or junk folder.

    5. Create a New Password: Click on the link in the email and follow the instructions to create a new, secure password.

    For security reasons, our customer service team cannot access or reset your password for you, but they can guide you through this process if you encounter any issues.

  • Keeping your account information up-to-date helps ensure smooth orders and communication!

    To update your details:

    1. Log In: Go to our website and log in to your account using your email address and password. You can usually find the login link in the header or footer.

    2. Access Account Dashboard: Once logged in, you'll be directed to your "Account Dashboard" or "My Account" page.

    3. Edit Information: From your dashboard, you can typically update:

      • Contact Information: Your name, email address.

      • Shipping Addresses: Add, edit, or delete shipping addresses for faster checkout.

      • Billing Information: Manage your billing addresses (please note that for security, credit card numbers are not stored and must be re-entered at checkout).

      • Password: Change your password if desired.

      • Communication Preferences: Update your newsletter subscription preferences.

    Remember to save any changes you make. If you encounter any difficulties, please don't hesitate to contact our customer service team for assistance.

  • Absolutely! We understand the importance of your privacy and take the security of your personal information very seriously. We employ robust measures to protect your data, including:

    • SSL Encryption: Our entire website uses Secure Socket Layer (SSL) technology, which encrypts all data transmitted between your browser and our servers. This ensures your personal details, browsing activity, and payment information are protected.

    • Data Protection: We adhere to strict data protection regulations and industry best practices. Your personal information is stored securely and is only accessed by authorized personnel when necessary for order fulfillment or customer service.

    • Payment Security: As mentioned previously, all payment transactions are processed through secure, PCI-compliant gateways, and we do not store your full credit card details on our servers.

    • Privacy Policy: For comprehensive details on how we collect, use, and protect your information, please review our full Privacy Policy.

    Your trust is paramount to us, and we are committed to maintaining the highest standards of data security.

General/Other:

  • We're here to help! Our dedicated customer service team is ready to assist you with any questions, concerns, or feedback you may have.

    You can reach us through the following methods:

    • Email: The best way to get in touch is by sending an email to orders@yolta.ca We strive to respond to all inquiries within 24-48 business hours.

    • Contact Form: Fill out our convenient contact form on our Contact Us page

    Please include your order number (if applicable) in your communication to help us assist you more efficiently.

  • At this time, we operate exclusively as an online retailer. This allows us to offer a wider selection and focus on providing a seamless shopping experience directly to your door.

    While we don't have a brick-and-mortar store, we're dedicated to bringing you the best possible online shopping experience, complete with detailed product descriptions, size guides, and excellent customer service to assist with any questions you may have.

  • Currently, we do not offer wholesale pricing or bulk purchase options for resale. We focus on direct-to-consumer sales to ensure we can provide the best possible value and experience to our individual customers.

    We are always exploring new opportunities and may consider wholesale partnerships in the future. If you're interested in potential future collaborations, please feel free to reach out to us, and we can keep your inquiry on file.

  • Staying updated with our latest collections, exclusive offers, and news is easy! We encourage you to subscribe to our newsletter to be the first to know about everything exciting happening with our brand.

    You can subscribe in a couple of ways:

    • Website Footer: Simply scroll to the bottom of any page on our website, where you'll find a newsletter signup box. Enter your email address and click "Subscribe."

    • Pop-Up: Occasionally, a pop-up window may appear when you visit our site, inviting you to join our mailing list.

    • Account Creation: When creating an account with us, you'll have an option to opt-in for marketing emails.

    We promise not to spam your inbox and will only send you relevant and exciting updates. You can unsubscribe at any time.

  • Currently, we do not have a formal customer rewards program for purchases made directly on our website.

    However, we are always looking for ways to appreciate our community! We often run special promotions, giveaways, and offer exclusive content through our YouTube channels. Subscribing to our YouTube channel is a great way to stay engaged and potentially gain access to subscriber-only benefits, early access to new releases, or special discounts in the future.

    Be sure to also subscribe to our newsletter and follow us on social media for general announcements about any upcoming offers or loyalty initiatives!