FAQ

FAQ

How nice that you're trying to get in touch with us! Do you have a question about your parcel or your order? Please first read our FAQ below. It includes answers to our most frequently asked questions — chances are you'll find the answer you're looking for here. If not, you're of course always welcome to contact us.

1. Where is my parcel?

Our parcels have a processing time of 1–3 working days and an average delivery time of 5–8 working days. This is because we are a company that cares about the world and the environment, so we don't ship just a few orders every day. We collect parcels in bulk and, once we reach our minimum threshold, we ship them all at once. We hope you understand this and want to help us create a better, healthier world.

2. It's been 9 working days and I still haven't received my parcel

We're sorry this has happened. Have you already checked the Track & Trace? Sometimes parcels get held up at customs. Please wait an additional 7 days. We apologise for the inconvenience, but in 95% of these cases the parcel is still delivered. Has your parcel still not arrived after that? Please contact us and we'll find a solution together.

3. Where can I find my Track & Trace code?

Once your order has been shipped, you'll automatically receive a Track & Trace code. It usually takes around 3–5 processing days before you receive this. Please also check your spam folder, as our emails can sometimes end up there.

Please note that it may take a few working days before your Track & Trace becomes active.

4. How can I track my order?

You can track your order using the Track & Trace number you received by email. Enter the Track & Trace code on our Track & Trace page to view the status of your delivery.

5. What size should I order?

We know choosing the right size online can be tricky. The best place to start is our size guide, which shows you exactly how to measure and which Yala size matches your measurements.

Still not sure? You're covered by our Fit Guarantee on your first order — you can exchange your underwear or bra once for a different size, even if the hygiene seal has been broken. So you can order with confidence.

6. What is Yala underwear made of?

Our underwear is made from bamboo viscose, blended with a small amount of stretch fibres for the perfect fit. Bamboo is naturally:

  • Soft on the skin (softer than cotton)
  • Breathable and moisture-wicking — keeps you dry
  • Naturally antibacterial — helps prevent odour
  • Hypoallergenic — gentle on sensitive skin
  • More sustainable than conventional cotton

It's why so many of our customers say they never want to go back to regular underwear.

7. How do I wash my Yala underwear?

To keep your Yala pieces feeling soft and lasting as long as possible:

  • Wash at 30°C on a gentle cycle
  • Use a mild detergent (no bleach, no fabric softener)
  • Wash inside-out, ideally in a laundry bag
  • Do not tumble dry — air dry flat or hang to dry
  • Do not iron directly on the fabric

Treat them gently and they'll keep their shape, softness, and stretch for a long time.

8. Which payment methods can I use?

You can pay safely with:

  • Credit & debit card (Visa, Mastercard, American Express)
  • Apple Pay
  • Google Pay
  • Shop Pay

All payments are processed through a secure, encrypted checkout.

9. How do returns and exchanges work?

You'll find everything you need on our Returns & Exchanges page, including how to request a return, what items are excluded for hygiene reasons, and how the Fit Guarantee works.

In short: you have 30 days from delivery to return eligible items (we're currently running an extended 60-day window). Underwear, bras, and swimwear cannot be returned once the hygiene seal has been broken — but you can exchange them for a different size on your first order through our Fit Guarantee.

10. Do I have to pay customs or import fees?

We ship from outside your country, so depending on where you live, your local customs authority may charge import VAT, duties, or handling fees on delivery. These charges are set by your local authorities — they're not part of the price you pay us, and we have no control over them.

In most cases, parcels arrive without any extra charges. If charges do apply, they're the responsibility of the customer.

11. Still can't find what you're looking for?

Have you read our FAQs and your question isn't listed? Then you're always welcome to contact us by email at contact@yala-wear.com. We'll get back to you as quickly as we can.