Where: Your order record, seller contact channel and Yogroo Support.
Before you start
Keep the item, packaging, listing details, order reference and any delivery evidence. Report the issue promptly; applicable terms and the order details determine the outcome.
Steps
- Record the problem clearly, including what you ordered and what arrived. Take relevant photos without exposing someone else's private details.
- Contact the seller from the shop's contact details with the order reference and requested resolution. For a missing delivery, include the last tracking update.
- For bespoke work, include the agreed design, measurements, quote, changes and production stage. Do not assume every custom order has the same cancellation treatment.
- If the issue remains unresolved, email Yogroo Support or use your existing support account. You may email as a guest; you do not need to create a shop.
- Agree return instructions through the documented resolution process before sending an item. Keep proof of any handover and check any refund status against the original payment record.
Check the result
Your request includes the evidence needed for seller review or escalation. A request or ticket is not an approved refund.
If something goes wrong
If the seller cannot be reached, send Support the attempts and dates. Do not pay a private 'refund release' fee. Refund eligibility, fees and timing depend on the applicable terms and payment status.
Get help
Email [email protected], or sign in to your support tickets. You do not need a seller account to email us. Include the shop link, order or payment reference, what happened, and a screenshot with private details hidden. Never send passwords, PINs, OTPs, full card numbers or identity documents by email.
Content owner: Yogroo Support
Content reviewed: 28 October 2026
If your screen differs from these instructions, contact Support before continuing.