Customer Service Policy – Youagla

At Youagla, we are committed to providing exceptional customer service that matches the quality of our custom-made fitness apparel. We understand that a smooth, supportive experience is just as important as the gear you love—and we’re here to ensure your journey with us is seamless, from order placement to post-purchase support. This policy outlines our commitments, processes, and guidelines to help you get the most out of your Youagla experience.

1. Our Service Commitment

We strive to treat every customer with respect, transparency, and responsiveness. Here’s what you can expect from us:

  • Response Time: We aim to reply to all customer inquiries (via email at [email protected]) within 24-48 business hours (excluding weekends and public holidays). For urgent matters (e.g., order delays, sizing emergencies), we prioritize resolution to minimize disruption to your fitness routine.
  • Accurate Information: We ensure all product details (fabric, sizing, customization options, pricing) on our website are up-to-date and accurate. If discrepancies arise, we will notify you immediately and work with you to find a satisfactory solution.
  • Fairness: We apply our policies consistently to all customers, ensuring equal access to support, returns, and exchanges—regardless of order size or purchase history.

2. Order Inquiries & Tracking

2.1 Order Status Updates

Once you place an order, you will receive a confirmation email with your order number and details within 1 hour of purchase. For custom-made items (which require additional production time), we will send a production update (e.g., “Your order is being crafted” or “Your custom gear is ready to ship”) within 3-5 business days.

2.2 Shipping Tracking

When your order ships, we will send a shipping confirmation email with a unique tracking link (provided by our logistics partner). You can use this link to monitor your package’s delivery status in real time. If tracking information is delayed or unavailable, please contact us at [email protected] with your order number, and we will escalate the issue with our shipping team to provide updates.

2.3 Order Delays

While we work hard to meet our estimated delivery timelines (typically 7-14 business days for standard shipping, 3-5 days for expedited shipping), delays may occur due to factors beyond our control (e.g., customs hold, weather, supply chain disruptions). If your order is delayed by more than 3 business days past the estimated delivery date, we will:

  • Provide a detailed explanation of the delay.
  • Offer a choice of: (1) a 10% discount on your next order, or (2) free expedited shipping on your next purchase (valid for 6 months).

3. Returns & Exchanges Policy

Since our apparel is custom-made to your specifications, returns and exchanges require special consideration—but we still want you to love your gear. Please review the guidelines below:

3.1 Eligibility for Returns/Exchanges

You may request a return or exchange if:

  • The item has a manufacturing defect (e.g., faulty stitching, fabric tears, incorrect prints/embroidery) that was not caused by wear and tear.
  • The item was incorrectly made (e.g., wrong size, color, or customization detail) due to a Youagla error (not a customer input mistake).
  • You received a damaged item (e.g., torn packaging, stained fabric) upon delivery (you must notify us within 48 hours of receiving the package).

Returns/exchanges are NOT eligible for:

  • Items that have been worn, washed, or damaged due to improper care (e.g., using harsh detergents, ironing on printed areas).
  • Customization errors caused by incorrect customer input (e.g., wrong size selected, misspelled personalization).
  • Items returned after the 14-day window (counted from the date of delivery).

3.2 How to Request a Return/Exchange

  1. Send an email to [email protected] with:
  • Your order number.
  • Clear photos/videos of the issue (e.g., defect, incorrect print, damage).
  • A brief description of your request (e.g., “I received a leggings with a broken seam—please send a replacement”).
  1. Our team will review your request within 2 business days and confirm eligibility.
  2. If approved:
  • For exchanges: We will arrange for a replacement custom item to be produced (with the correct specifications) at no extra cost. We will also provide a prepaid shipping label for you to return the defective/incorrect item.
  • For returns: We will provide a prepaid shipping label for the item’s return. Once we receive and inspect the item (to confirm it meets eligibility criteria), we will process a full refund to your original payment method within 3-5 business days.

3.3 Refund Processing

Refunds will be issued to the same payment method used for the original purchase. Processing times may vary by payment provider (e.g., credit cards typically take 3-7 business days, PayPal takes 1-3 days). We will notify you via email once the refund is initiated.

4. Order Modifications & Cancellations

4.1 Order Modifications

Since custom items begin production quickly (within 24 hours of order placement), modifications (e.g., size changes, color adjustments, personalization edits) are only possible if requested within 12 hours of placing your order. To modify an order, email us at [email protected] with your order number and the desired changes—we will confirm if the modification is feasible (based on production progress).

4.2 Order Cancellations

  • Cancellations within 12 hours of purchase: Full refund issued, no fees applied.
  • Cancellations between 12-24 hours of purchase: A 20% cancellation fee will apply (to cover material costs for custom production that has already started). The remaining 80% will be refunded to your original payment method.
  • Cancellations after 24 hours of purchase: Not permitted, as custom production will be in full swing. If you no longer want the item, you may refer to our Returns Policy (Section 3) once you receive it (if eligible).

5. Sizing Support

We understand that getting the perfect fit is critical for custom fitness apparel. To help you choose the right size:

  • Our website provides a detailed size chart (with measurements for waist, hips, inseam, and bust) for each product category (leggings, sports bras, hoodies, etc.).
  • If you’re unsure about sizing, email us at [email protected] with your body measurements (and preferred fit—e.g., “slim” or “relaxed”)—our team will recommend the best size for you.
  • If you receive a custom item that does not fit (due to a Youagla sizing recommendation error), we will offer a one-time free size adjustment (production of a new item in the correct size) within the 14-day return window.

6. Privacy Protection

We take your privacy seriously. Any personal information you share with us (e.g., name, email, address, payment details, body measurements for customization) is protected in accordance with our Privacy Policy. We will never share your data with third parties (except our trusted logistics and payment partners, who use it only to fulfill your order) without your explicit consent.

7. Feedback & Complaints

Your feedback helps us improve. If you’re unsatisfied with our service, product, or experience, please let us know—we want to make it right. Here’s how:

  1. Email us at [email protected] with details of your concern (order number, issue description, and desired outcome).
  2. Our customer service manager will review your feedback within 3 business days and propose a resolution.
  3. If you’re not satisfied with the initial resolution, we will escalate the matter to our leadership team for a final review (concluded within 5 business days).

8. Policy Updates

We may update this Customer Service Policy from time to time to reflect changes in our operations, industry standards, or customer needs. Any updates will be posted on our website (under the “Customer Service” section) and notified to existing customers via email (if the changes significantly impact their rights). The most current version of the policy will always apply to all ongoing and future customer interactions.

Contact Us

For any questions, requests, or feedback related to our customer service, please reach out to us at:

  • Email: [email protected]
  • Response Time: 24-48 business hours (we prioritize urgent inquiries)

Thank you for choosing Youagla. We’re honored to be part of your fitness journey—and committed to supporting you every step of the way.