FAQS
Will the products marked as “sold out” be back in stock?
orders, we might have some styles or sizes back in stock. Just send us an email to hello@shopyouniverse.com and we’ll see if we can make you happy.
Where can I find your size guide?
You’ll find a size chart linked to all styles. You can also take a look at the size measures by clicking here.
How do I take care of my Youniverse garments?
- Always read the care label before washing your clothes.
- The washing temperature indicated in the care label is the highest allowed temperature.
- Colorful clothes may lose colors after machine washing (especially during first wash). We recommend washing these pieces separately.
- Please turn garments inside out before washing.
- Avoid using too much detergent.
- Do not use bleach and do not tumble dry unless specified on the care label.
- Do not iron any patches, vinyls, prints, or other parts of the garment appliques.
- Avoid drying your clothes in the sun, the sunlight might alter the colors of your garment.
In case of any other question regarding this matter please do not hesitate to contact us (email to hello@shopyouniverse.com).
I received a wrong item in my order. What should I do?
We are really sorry if you received any wrong or damaged item. Please send us an email (hello@shopyouniverse.com) and we will solve it as quickly as we can.
What payment methods can I use to make purchases?
We accept the following methods of payment: VISA, MasterCard, PayPal and Stripe. Stripe allows you to pay with Apple Pay and any credit or debit card.
Is it safe to use my credit card on the website?
Yes, the information is transmitted safely with SSL encryption. For payments with credit and debit cards, you are required to enter the CVV (Card Verification Value), a code printed on the card that serves as a security measure during e-commerce transactions.
Via PayPal or Stripe are two of the most trusted payments gateways in the world.
Why was my credit card declined?
Your card may have been declined for one of the following reasons:
The card may be expired: check that your card is not past its expiration date.
You may have reached the card limit: check with your bank that the card has not exceeded the limit amount for purchases.
You may have entered something incorrectly: check that you have correctly filled in all the necessary fields.
Can I cancel my order after I have placed it?
If you wish to modify or cancel your order please send us an email as soon as possible. Once the shipment has been dispatched we won’t be able to cancel or change anything. To contact us, write an email to hello@shopyouniverse.com.
How do I use my promo code?
You can enter your promotional code for additional discounts before finishing the purchase process, please always write in capital letters and without any spaces. You must enter the code when you are checking out, as it can’t be entered afterwards. You may only use one discount code per order.
Please take into account that most of our codes have an expiry date and some of them might only work for certain styles or countries. All conditions will be specified when you receive the code.
Do I have to declare customs for my order?
For any deliveries outside the European Union, Canary Islands, Ceuta and Melilla you might be charged additional duties or taxes when your shipment passes local customs. Any of these taxes or additional charges must be paid by the person who receives the order (B2B & B2C customers!). Unfortunately, we have no control over these charges and we are not able to tell you what the cost would be, because customs policies and import duties vary from one country to another.
We recommend you to contact your local customs office before placing an order.
What happens If I’m not at home when my order arrives?
Our shipping company is instructed to do everything possible to deliver your package (2 delivery attempts or call by phone). If for some reason you did not receive it, please contact our customer service team through our email hello@shopyouniverse.com.
You can track your order from your account or with the tracking number we sent you in the confirmation email, so you can follow your parcel at any time.
I have not received my order yet. What should I do?
If your estimated delivery date has passed and you haven’t received your order:
- You can check the delivery status with the tracking number included in your order confirmation email or in your accout/my orders.
- If you can’t see the tracking information, please send us an email to hello@shopyouniverse.com.
How do I return any garment to you and how much
time do I have to do it?
To make a return, you must log in to your user account and go to “My orders”. Inside your order you can select the items you want to return, explain the reason and ask for the refund.
Orders may be returned using any shipping method or courier, but at your own expense. We recommend using a courier which offers a shipment tracking service, because we cannot be made responsible for any failed deliveries of returns.
All garments must be returned unworn, unwashed, unaltered and with the tags attached. Unfortunately we cannot accept any used garments.
Please send all returns to the following address:
Youniverse – Avda. de los Toreros 26, 28028 Madrid (Spain).
You can get updates on your transaction checking “My returns”, on your user account.
Once we recieve the package, if everything is correct, we will process the refund. You will be reimbursed the value of the product by the same method payment you chose in your purchase (paypal, stripe or credit card).
Have you received my returned items?
We’ll send you an email as soon as we’ve completed your return, letting you know whether a refund or change has been processed.
How do you refund my money?
We’ll refund your money with the same payment method / card you used for your payment. The refund can take between 5 and 10 days.