×

Frequently Asked Questions (FAQ's)

Questions about shipping

WHAT IS THE COST OF SHIPPING / RETURNING MY ORDER?

France: Payments higher than €70 won't involve shipping cost. Payments lower than this amount will involve a €2.90 shipping cost. The return is free of charge.

Europe: Payments higher than €70 won't involve shipping cost. Payments lower than this amount will involve a €2.90 shipping cost. The return is free of charge.

WHAT IS THE DELIVERY TIME OF MY ORDER?

France, Belgium, Holland and Italy: Shipments take from 2 to 5 working days. You can track your order through the transport company or by contacting us via email [email protected] or telephone +34 966 293 040.

Europe: Shipments take from 3 to 6 working days. You can track your order through the transport company or by contacting us via email [email protected] or phone +34 966 293 040.

In special periods of sales, Black Friday or holidays, these periods may be extended slightly.

WHICH AGENCY WILL DELIVER MY PACKAGE?
Your new Yokono will come to you with: GLS. This same transport agency will be in charge of the delivery of your order, as well as the collection in case you have requested a return.
HOW CAN I TRACK MY SHIPMENT?
As soon as we start preparing your order, you will receive an email with the delivery information. You will also be able to track the delivery from the mail you will receive from the shipping company. If any incidence happens, please contact our customer service through the email [email protected] or the phone number (+34) 966 293 040. We will help you to find out the status of your order and to resolve any possible incidents.
I HAVE PROBLEMS MAKING THE PURCHASE
If you have any problem making a purchase on our website Yokono.es please contact the customer service department by email [email protected] or by phone (+34) 966 293 040.
CAN I RECEIVE MY ORDER AT A DIFFERENT ADDRESS THAN USUAL?
Of course, you can add as many addresses as you want in your customer account. Go to your profile and check that you have selected the right place when you make your purchase. If you have any questions, please contact our customer service at [email protected] or call (+34) 966 293 040.

Questions about ordering

HAVE I MADE MY PURCHASE CORRECTLY?
Once you have finished the purchase process, a confirmation message should appear in your web browser telling you that you have made the purchase correctly. You will also receive an automatic confirmation email where you can check all the details of your order. If you have any questions about this, please do not hesitate to contact us by e-mail at [email protected] or by calling us at (+34) 966 293 040.
CAN I MAKE MY PURCHASE BY PHONE?
Due to the new Data Protection Law, it is not possible to make your purchase by phone. But you can call us to (+34) 966 293 040 and we will accompany you in your purchase step by step.
HOW CAN I FIND A STORE WHERE I CAN BUY YOKONO PRODUCTS?
You can find our products in many shoe shops. Enter this link https://yokono.es/tiendas and discover your nearest store. We recommend you to call first in order to find out if they have a specific product.
WHY CAN'T I FIND MY SIZE IN THE PRODUCT FILE?
It is possible that you are looking for a product but your size is not available. We are sorry that it is out of stock. Please enter your email address so that we can notify you as soon as we receive a replacement. You can also find this product in your nearest store https://yokono.es/tiendas
HOW CAN I PAY MY ORDER?
In Yokono.es we offer you several payment options. We accept payments by credit or debit card and Paypal. For us the security of your payments is very important and that is why we can assure you that it is a secure management. If you have any questions, you can contact us by email at [email protected] or call us at (+34) 966 293 040.
IS IT SAFE TO PAY BY CARD?
The security of your data is very important to us. We have developed a fully encrypted system where the information you provide is protected and will be made in real time by a secure payment method connected between financial institutions. Your card details will not be stored on our website at any time. Remember to have the option of secure payments on the Internet or the security keys requested by your bank activated. If you have any doubts about this, you can contact your bank. For your total security, the Yokono online shop has no access to confidential payment information. Therefore, if you want to place an order again, you will have to enter the necessary data again.
CAN I PAY CASH ON DELIVERY?
We are sorry to inform you that it is not possible to make your payment by cash on delivery.
I HAVE A PROMOTIONAL CODE, HOW CAN I USE IT IN THE YOKONO.ES ONLINE STORE?
First of all, you must choose the product in the size you want to buy. Then, go to your basket to buy your Yokono. During the purchase process you will see a section called "Do you have a promotional code? Write the code in this box and click on "Apply discount" to use your discount code to pay for your order.
WHY HAVEN'T I RECEIVED MY REFUND PAYMENT YET?
If you have returned any of our products, we will refund the corresponding amount through the same payment method used for the purchase. The deadline for this management is a maximum of 15 working days from the moment we receive it in our facilities. Once this is done, you will receive an email notifying you.
HOW CAN I CANCEL MY ORDER?
If your order hasn't been shipped yet, it is possible to cancel it. Please contact our customer service at [email protected] or phone +34 966293040 to process the cancellation of your order. If your order has already been sent, we recommend you to reject it when it is to be delivered so that it can be returned to our facilities. If you have already received it, you can try it out at home and, in case you don't want it, let us know at [email protected] and we will process the return with you.

Changes / returns

I'D LIKE TO EXCHANGE ONE PRODUCT FOR ANOTHER
Have you bought a product on yokonoshoes.es and want to change it for another size or model? We are sorry to inform you that it is not possible to request a change of product. In order to get the right size, you must return your current order and make a new one. The return period is 30 calendar days from the receipt of the order. To request a refund, you must follow these steps: Write us an e-mail to [email protected] indicating the address for the collection as well as a 3 hour time slot for it to take place. The shipping company will pick up the package within 48 hours after our confirmation.
HOW CAN I RETURN MY ORDER?
To request a refund, you must follow these steps: E-mail us to [email protected] indicating the address for the collection as well as a 3 hour time slot for it to take place. The shipping company will pick up the package within 48 hours after our confirmation.

Questions about our products

WHAT TYPE OF LEATHER ARE YOKONO PRODUCTS MADE FROM?
We manufacture all our products with quality European materials carefully chosen for your comfort. We use the best leathers of bovine origin to make our products manufactured in Spain. In the new Spring Summer 2020 collection we also have products designed with vegan leather, this is the Madeira line of vegan sandals made with synthetic leather.
I'M ALLERGIC TO CHROME, CAN I USE YOKONO?
Our products are handled with a chemical treatment that follows the European Union's REACH regulations on chemical substances and mixtures. This regulation implies the compliance of the regulatory quantities of each substance, that is, there must be a balance between them, As part of the process of this chemical treatment, the substances of Chromium and Mercury are found in their respective quantities. So we cannot guarantee that they are 100% free If you have any other questions about this, please write to us at [email protected] We will be happy to help you!
ARE THE PRODUCTS EXACTLY THE SAME COLOR THAT I CAN SEE IN THE YOKONO.ES ONLINE SHOP?
We make a big effort and use all the resources available to reflect in our website all the possible details of the products. However, sometimes the colour of the product you will see on your screen will depend on your computer configuration; due to this, we cannot guarantee that the colour you see on our website is completely identical to the real product.
MY YOKONO ARE MADE OF DIFFERENT TYPES OF LEATHER, HOW CAN I CLEAN THEM?
Some of our products are made of more than one type of leather, such as cowhide and split leather. In order to clean these Yokono, special attention must be paid to each of the parts that make up the product, as well as other elements such as laces or metal details. We recommend using a damp cloth (not wet) and wiping gently over your shoes. We do not recommend the use of chemical products as this could damage the leather. If you have any questions, write to us at [email protected] or call us at (+34) 966293040.
MY YOKONO GOT WET, WHAT CAN I DO?
If your Yokono's are wet, it's important not to try to dry them with any direct heat source (such as hair dryers or similar) to avoid damage and deformation. Our advice is to leave them in a dry environment avoiding direct sunlight. You can also put paper inside to absorb moisture so you can continue to enjoy your Yokono.

Other questions

I'D LIKE TO WORK WITH YOU
Yokono grows every day with the best professionals in the sector, and we are constantly looking for talent to improve our brand. If you think you can fit in with us, send us your CV to the email address [email protected] and we will be happy to consider your application.
Product added to wishlist