SHIPPING & RETURNS
What is Yagana's Shipping Policy?
As of now, we are only shipping within Canada and the US. At Yagana, we are choosing to have a service that will both satisfy customer needs and be as economical as possible.
The following information is for Canadian online orders only:
​
-
Orders will normally be processed and shipped within 4-6 business days.
-
Once processed most orders will be delivered within Canada within 3-7 business days for most urban and easily accessible areas.
-
Please note, Yagana is family-owned and operated, we pack everything ourselves. We will make the best effort to send your orders in a timely manner.
-
These time frames might change when dealing with deliveries to less urban areas, the Northern Territories and remote areas. There might be additional shipping charges for these areas.
-
The courier service that we will be using is Canada Post, and as such, we follow Canada Post's terms of service.
-
We will offer the different services provided by Canada Post so that the customer is free to use whichever service it deems will better fit their needs.
-
Business Days do not include Saturdays, Sundays or Holidays.
​
Despite the abovementioned, we will do our best to reduce the time of delivery and to enhance our costumers’ total satisfaction.
​
For US orders, delivery time might be a little longer:
-
The courier service that we will be using is Canada Post and FedEx, and as such, we follow these couriers terms of service.
What is Yagana's Return Policy?
Even though Yagana tries to standardize its craftworks, we collaborate with Artisans from the south of Chile and the Chilean Patagonia and each piece is 100% handmade and as such, no piece will be the same as another. Minor differences from products showcased on our webpage may also occur. Yagana works with Artisans from the south of Chile and the Chilean Patagonia. Each piece is 100% handmade and as such, no piece will be the same as another.
​
For now, all of our orders are Online.
​
All returns for online orders must be first reviewed by Yagana’s customer service team. Follow the process below for online returns:
-
Step 1: Contact Yagana at: info@yagana.ca to explain your return. Please be sure to include the item name and reasons for return. Please attach photographs of the item and - if applicable – a zoom-in picture of the flaw.
-
Step 2: Once you have received your authorization to return the item(s), please be sure to pack all the return items in their original packaging bag with all the original tags intact and packing slip included with items for return noted.
-
Step 3: Brokerage fees incurred by Yagana when shipments are sent via Canada Post will be deducted from the credit being issued upon return. Please be aware that Yagana is not responsible for taxes, duties, brokerage or shipping fees on returned items, and any shipping costs associated with return packages​​.
​
Please send all return packages to:
​
Yagana Crafts Inc
​
#808 - 1160 Haro St
​
Vancouver, BC
​
V6E 1E2
​
Yagana is not responsible for packages lost during return shipments. We recommend choosing a service that includes tracking and insurance for packages over $50-75. Please retain your tracking information for your records.
​
-
Step 4: When the returned goods have been received and inspected by Yagana, you will be sent a confirmation email which will include the full details of your return. The return will reflect the full amount paid for the item(s) minus any brokerage fees/duties paid as well as the initial price paid by Yagana to ship the products.
​
All products can be returned within 30 days of purchase and will be subject to review and resolution by our customer service team. Products must be returned in their original condition with the sales and product tags intact and in its cases if it’s any, with the receipt or a copy of the original sales receipt. This will not apply if the return is due to quality reasons duly approved by Yagana’s customer service.
​
In all of the cases please contact: info@yagana.ca and procure to comply with our Return Policy.
​
No returns will be accepted after 30 days of purchase.
In the event a refund is honoured, a 15% restocking fee will be applied to cover the cost of shipping and any non-refundable fees charged to us by your credit company, PayPal, etc. as the case may be.
​
We do not accept any return that is worn, altered, laundered or damaged through abuse/misuse or has been used in any way which is not considered a normal manner. Most of our products are made out of wool and require special care.
Please, carefully read the care instructions for every product on our website.
​
Yagana reserves the right to deny returns on products that show signs of use (wear, bugs, dirt, smell, pet hair, scuffing, etc) if we see that the customer did not follow the care instructions of the product or is otherwise in a different condition than when they were sold.
​
Yagana does NOT pay for the cost of return shipping, return shipping remains the responsibility of the purchaser.
​
If you have any questions, please contact us at: