Refund Policy
We want every order from Yerilo to be a happy one, for you and for the little one you are shopping for. If something is not right, this page explains how returns, replacements and refunds work. The short version: you have 30 days from delivery to send an item back, there are no restocking fees, and if anything arrives damaged, faulty or wrong, we put it right at our cost.
Your 30 day return window
You can ask to return an item within 30 days of the date it was delivered. After those 30 days have passed, we are no longer able to accept a return for a change of mind. To be accepted, a returned item needs to be:
- unused, and in the same condition as when it reached you;
- in its original packaging, including boxes, inserts and any tags;
- linked to an order, so please keep your order number handy.
How to start a return
Send an email to support@yerilo.com with your order number and the items you would like to send back. A short note on the reason helps us, but it is not required. We will reply with clear instructions and the address to use for your return.
Please do not send anything back until we have approved your return. Parcels that arrive without approval cannot be matched to an order, which means we cannot process or refund them.
Damaged, faulty or wrong items
Please open your parcel and check everything soon after it arrives. If a product is damaged, does not work as it should, or is not the item you ordered, tell us within 48 hours of delivery and attach photos of the item and of the packaging it came in. The photos let us sort things out quickly and, where needed, report the problem to the carrier.
Once we have reviewed the photos, we will send you a free replacement or give you a refund, whichever you prefer. In these cases we cover the cost of return shipping.
Hygiene exception for kids' items
For hygiene reasons, some products can only be returned if they are unopened and unused, unless they are faulty. This covers items that go in the mouth or are worn against the skin, for example:
- kids' water bottles, cups and drinking straws;
- headphones and earphones;
- slippers and other items worn on the feet;
- bath robes, towels and similar textiles worn against the skin.
If one of these items is faulty, the rules for damaged and faulty items above still apply, so please contact us within 48 hours of delivery with photos.
Items we cannot take back
A small number of items cannot be returned for a change of mind:
- items from the hygiene list above once they have been opened or used;
- items that have been used, washed, assembled with glue or decorated;
- arts and crafts supplies once their seal or packaging has been opened, such as paints, clay or modeling dough.
Not sure whether something can be returned? Ask us before you order and we will tell you.
Exchanges
We do not swap items directly. If you would like a different size, color or product, the quickest way is to return the original item for a refund and place a new order for the one you want. We are happy to help you with either step.
Cancelling an order
Changed your mind straight after ordering? Email support@yerilo.com with your order number within 1 hour of placing the order and we will cancel it. After that hour we may already be preparing your parcel. If your order has already shipped, please wait for it to arrive and then use the return process on this page.
Lost parcels
If your parcel does not arrive, or the tracking shows it as delivered but you cannot find it, please let us know. We will open an investigation with the carrier. If the parcel cannot be found, we will send you a replacement or give you a full refund.
Who pays for return shipping
- Damaged, faulty or wrong items: we pay the return shipping.
- Change of mind: the customer pays the return shipping.
We never charge a restocking fee, whatever the reason for your return.
When you will get your money back
When your return reaches us, we check the item and then email you to say whether your refund is approved. Once a refund is approved, the money is returned to your original payment method, typically within 10 business days of approval. Your bank or card issuer may need a few extra days before the amount shows on your account.
Still no sign of the money 15 business days after approval? Write to us and we will chase it with you.
Charges and refunds show on your card statement as Yerilo.com.
Your statutory rights
This policy is in addition to your legal rights as a consumer and does not reduce them. If a product is faulty, not as described or not fit for its purpose, you keep every right that the consumer law where you live gives you.
Contact us about a return
Yerilo is operated by Novaridge Holdings LLC. Please contact us before sending any return, as the address below does not accept parcels that have not been approved.
Company Name: Novaridge Holdings LLC
Address: Unit A1, 3237 54th Street, Valley, AL 36854, United States
Email: support@yerilo.com
Support Phone Number: +1 (347) 651-0409
Company Phone Number: +1 (201) 361-5604
Our team is here Monday to Sunday, 8:00 AM to 4:00 PM MT, and we answer within 12 hours on average.
You can also read our Shipping Policy, Terms of Service and Privacy Policy, or see our FAQ.