Please take a look at the sections below to find the answers you’re looking for. If you can’t find what you’re looking for or have additional questions, please don’t hesitate to contact us.
Yelf is an independent skincare brand founded in Germany and based in Hamburg. We offer vegan skincare products that are produced within the European Union in compliance with the strictest cosmetic standards.
Is Yelf a German company?
Yes, Yelf is a company founded in Germany and based in Hamburg.
Does Yelf sell to private and business customers?
Yes, we sell to both consumers (B2C) and businesses (B2B). Different legal regulations apply to some business customers. You can find details in our terms and conditions.
Is there an age restriction for orders?
Orders can only be placed by persons of legal age. By completing your order, you confirm that you are at least 18 years old.
In which countries is Yelf active?
We currently deliver to over 30 countries worldwide, including all EU Member States, the United Kingdom and the United States.
You can find our complete company details, including legal form, commercial register number, address and contact details, in the legal notice on our website.
Orders
How do I place an order with Yelf?
You add your selected products to the cart and complete the checkout. By submitting your order, you make a binding offer.
Can I change my order afterwards?
Changes can only be made as long as your order has not yet been processed or shipped. Please contact us as soon as possible by email at hello@yelf-yeah.com and be sure to include your name and order number.
Can I cancel my order?
Cancellation is only possible as long as the order has not yet been processed. After that, the regular withdrawal or return policy applies.
Do I have to create a customer account?
No, at Yelf you can order your favourite products without a customer account. We are currently working on providing our customers with a customer account at Yelf. This will make future orders easier for you and give you a better overview of your order history.
Can I also order as a guest?
Yes, of course you can place an order without registering.
What should I do if I do not receive an order confirmation?
Please check your spam or junk folder first. If you cannot find the email there, please contact us by email at hello@yelf-yeah.com, stating your name and order date.
Can I change my delivery address later?
Once an order has been placed, we are usually unable to make any changes. This is due to the automated processes that start immediately after a purchase is made in our online shop. However, within the first 24 hours after receiving your order, we can try to make changes if your order has not yet been processed by our logistics centre. Please send an email to hello@yelf-yeah.com and provide your name, order number and the correct address.
Can I provide a different billing address?
Yes, you can enter a separate billing address at checkout.
Can I send an order as a gift?
Unfortunately, we do not yet offer separate gift wrapping. However, we are working on it so that your loved ones can also look forward to Yelf!
Will I receive an invoice showing VAT?
Yes. You will receive an invoice with VAT shown in accordance with applicable legal provisions.
Products
Are Yelf products vegan?
Yes. All Yelf products are 100% vegan and contain no animal ingredients.
Are Yelf products cruelty-free?
Yes. Our products are of course not tested on animals and comply with the applicable EU regulations.
Are Yelf products free from parabens?
Yes, we deliberately avoid using parabens in our formulations. Parabens can act like the hormone oestrogen in the body. Propyl and butyl parabens in particular are the subject of debate.
Do Yelf products contain silicones?
No, our products do not contain silicones or synthetic polymers. Instead, we use plant-based oils and extracts that can also take effect deep within the skin. Unlike silicones, natural oils not only make the skin supple, but also reduce the loss of the skin's own moisture. Their components are similar to the body's own fats, which is why they better balance the skin.
Do Yelf products contain microplastics?
No, all our products and formulations are free from microplastics. There is evidence that microplastics can cause inflammation in the body or act as carriers for harmful substances. Microplastics are also highly damaging to the environment, as they enter the sea and soil via wastewater, where they are hardly biodegradable.
Do Yelf products contain synthetic fragrances?
No, we do not use any synthetic fragrances. If fragrance ingredients are included, they are listed transparently in the INCI list.
Where can I find the complete INCI list?
The full list of ingredients (INCI) can be found on each product page and on the product packaging.
What does the symbol that looks like an open jar (PAO) mean?
The open crucible symbol (PAO) indicates how many months the product can be kept after opening.
What does the best-before date mean?
The best-before date indicates how long the product will keep unopened.
How do I store the products correctly?
Store the products in a cool, dry place away from direct sunlight. Extreme heat should be avoided.
What skin types are your products suitable for?
You can find information about the suitable skin type on the respective product page. If you are unsure, please contact us.
Are Yelf products suitable for sensitive skin?
Most products are formulated for sensitive skin, but individual reactions are still possible. As every skin reacts differently, we recommend that you check the respective product page, where you will find all the important information and ingredients.
Can I use the products during pregnancy?
During pregnancy, safety is paramount for expectant mothers and nursing mothers alike. All Yelf brand products are made from safe ingredients and are subject to strict safety testing. If in doubt, we recommend consulting your doctor for safety reasons.
Are the products dermatologically tested?
Our products are developed and tested in accordance with applicable EU cosmetics directives. We do not test our products on animals. Instead, each product is tested by volunteers. In addition, each product undergoes rigorous laboratory testing. This includes measuring various physical and chemical properties, determining stability and expiry date, and developing and establishing storage standards. In some cases, we also carry out dermatological tests and label the products accordingly.
Are the products comedogenic?
Our formulations are developed to avoid unnecessary stress on the skin. However, individual skin reactions are possible.
How long does a product last?
The range depends on both the type of product and the application. You will find detailed information on the application on the respective product page. As a general rule, more is not necessarily better!
Can I combine different products?
Yes, our products are modular in design and can be combined. You can find out which products complement each other particularly well in the application notes on the product pages.
What should I do if I experience skin reactions?
If you notice any skin reactions that can be attributed to the use of the product, please discontinue use. If the symptoms persist, we recommend that you seek medical advice.
Payment
What payment methods do you accept?
We accept PayPal, Klarna, Shop Pay, Apple Pay, Google Pay, TWINT, Visa, Mastercard and American Express. The available options may vary depending on the country.
Can I pay by invoice?
Payment on account is possible provided that the selected payment provider offers this option and your credit rating allows it.
What currency do I pay in?
Orders within the EU are billed in EUR (€), in the United Kingdom in GBP (£) and in the USA in USD ($).
Is there an exchange rate fee?
Any exchange rate fees are already included in the price displayed. Additional fees may be charged by your credit card provider.
When will my account be debited?
Payment will be authorised at checkout and charged immediately after the order is completed.
Why was my payment declined?
Possible reasons include insufficient funds, incorrect entries or restrictions imposed by your payment provider. Please contact your bank if necessary.
How do I redeem a discount code?
You can enter your discount code in the appropriate field at checkout. The discount will be automatically deducted from the total amount.
Why is my discount code not working?
Please check the expiry date, minimum order value or compatibility with other promotions. Each code is subject to specific conditions.
Can I combine multiple discounts or vouchers?
Combinability depends on the terms and conditions of the promotion.
Is my payment information secure?
Yes. Payments are processed in accordance with PCI DSS security standards via certified payment service providers.
Can I choose a different payment method later on?
Once the order has been completed, it is no longer possible to change the payment method.
Shipping
How much are the shipping costs?
Shipping costs depend on the country of delivery and the order value. The exact costs will be clearly displayed during checkout. You can find further information in our shipping terms and conditions.
Is there free shipping for orders above a certain amount?
Yes, we currently offer free shipping on orders over 49 €.
How long does delivery take?
Delivery time is usually 2 – 5 working days within Europe. Depending on the destination country, it may take up to 10 days for the parcel to arrive in some cases.
When will my order be dispatched?
Orders are usually processed within 1 – 2 working days and then shipped. Rest assured that we endeavour to ship all orders as quickly as possible.
Which delivery service provider is used for deliveries?
We work with the most established and reliable shipping partners worldwide. Depending on the country of delivery, this may be DHL, UPS, FedEx, GLS, DPD or Hermes.
Will I receive a tracking number?
Yes, as soon as the product has been dispatched, we will send you a tracking link by email.
Can I select a preferred delivery time?
Yelf itself cannot offer you a guaranteed delivery time. However, we know that some of our shipping providers offer this service. Once you have received your tracking number, check the information provided by the shipping partner. There may be additional costs for a preferred delivery option.
What happens if I am not at home when the delivery arrives?
The delivery service will usually leave you a notification or attempt to deliver again on one of the following days.
Does Yelf deliver to packing stations?
Delivery to packing stations depends on the respective shipping provider and country of delivery. However, we know that some of our shipping providers offer this service in certain countries. Once you have received your tracking number, please check the information provided by the shipping partner. There may be a charge for this service.
Does Yelf also deliver internationally?
Yes. We deliver to over 30 countries worldwide, including the EU, UK and USA.
Are there any customs or import duties?
There are no customs duties within the EU. For the UK or USA, import or customs duties may apply, which are to be borne by the recipient. You can find more information on this in our shipping policy.
What happens if acceptance is refused?
If you, someone in your household or a neighbour refuses to accept the parcel, it will be returned to us by the shipping service provider. In this case, we will refund the purchase amount minus shipping costs after verification. Important: if you wish to withdraw from the purchase, please check our right of withdrawal in good time and, if necessary, contact us by email at hello@yelf-yeah.com. Simply refusing to accept the parcel does not automatically constitute effective withdrawal.
What happens if my address has been entered incorrectly?
In this case, please contact us as soon as possible by email at hello@yelf-yeah.com. If the parcel has already been dispatched, we cannot guarantee that the delivery address can be changed. Additional costs may apply.
Returns
Do I have a right of withdrawal?
Consumers in the EU and the United Kingdom have a statutory right of withdrawal of 14 days. There is no statutory right of withdrawal for orders to the United States.
How long do I have to return the item?
After declaring your withdrawal, you have 14 days to return the goods to us.
Do I need to notify you in advance of the return?
Yes, please inform us in advance by e-mail about your withdrawal so that we can correctly assign the return and comply with the statutory deadlines.
Who pays the return shipping costs?
We are sorry to say that you will have to bear the costs of the return shipment. This is also part of our commitment to sustainable practices.
How do I pack glass products for return shipment?
Ideally, use the original box, as this avoids the need for additional packaging material, protects the environment and ensures safe transport.
Can I return opened products?
No, for hygiene and safety reasons, opened or used products are excluded from withdrawal.
When will I receive my refund?
If you effectively revoke the purchase contract, we will refund the value of the returned products within 7 days of receipt and successful inspection. The refund will be made exclusively via the original payment method used. Shipping costs will not be refunded.
Are shipping costs refunded?
Shipping costs are generally non-refundable, unless otherwise required by law.
What happens in the case of partial returns?
In the case of partial returns, we will refund you the corresponding value of the returned products.
Can I exchange products instead of returning them?
Unfortunately, direct exchanges are not possible for accounting and logistical reasons. Please return the product to us and place a new order for the item you want.
Claims
What to do if your delivery is damaged?
Please contact us by email at hello@yelf-yaeh.com within 7 days of receiving the goods. In addition to the order number, please also send us photos of the damaged packaging and the product. This will enable us to review the case quickly. We will usually send you a new product.
What to do if the item is incorrect?
If you have received the wrong item, please contact us at hello@yelf-yaeh.com, quoting your order number. Please attach at least one photo.
What to do if an item is missing?
If an item is missing from your delivery, please contact us by email at hello@yelf-yaeh.com, quoting your order number. We will investigate the matter immediately. We will normally send you a new product.
What to do if the shipment is lost?
If your shipment is lost, we will investigate the matter together with the shipping service provider and inform you about how to proceed.
When can a refund be refused?
A refund may be refused if products have been opened, used or damaged when returned, or if the refund policy has not been followed.
How long do I have to report damage?
Please report any transport damage or missing items within 7 days of receiving your order by email to hello@yelf-yaeh.com, stating your order number. Be sure to attach photos of the damage to your email.
Contact
How can I contact Yelf’s customer service?
Whether by email, live chat, WhatsApp or contact form – we’re available. You’ll find all contact options clearly listed on our contact page.
When is customer service available?
No matter where you are in the world, we’re here for you. You can reach us during the following support hours:
🇪🇺 EU / 🇩🇪 Germany 09:00 – 21:00 (CET)
🇬🇧 United Kingdom 08:00 – 20:00 (GMT)
🇺🇸 USA 3:00 AM – 3:00 PM (ET) 2:00 AM – 2:00 PM (CT) 1:00 AM – 1:00 PM (MT) 12:00 AM – 12:00 PM (PT)
How quickly does Yelf customer service respond?
We usually respond within 24 hours, often within just a few hours. In exceptional cases, it may take a little longer.
Complete your routine!
Yelf. offers you everything you need for your daily care routine. Whether in the morning, evening or in between.
