Frequently asked Questions

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What is Yela?

Yela is an online store dedicated to Moroccan decoration and craft products.

All our products are sourced ethically and responsibly from artisans and cooperatives.

Our mission is to promote artisanal work and contribute to the sustainability of this know-how, while offering unique pieces that tell a story.

How do you guarantee the quality of your products?

All our products are carefully made by experienced Moroccan artisans. We are committed to providing durable and unique items.

The subtle imperfections that may occur are an integral part of the handcrafted charm. Thus, each piece becomes a unique work of its kind.

We carefully monitor the quality of each item, carrying out careful checks at every stage of the production process.

How are orders prepared?

At Yela, we attach great importance to the quality of each order.

It generally takes 5 to 10 days to prepare your order. We are a small company, so this delivery time may vary.

We do everything we can to ship your order as quickly as possible from our warehouse in France.

Is the payment secured ?

The security of your banking information is our priority. On our site, all the banking data that you enter on our platform is secure and encrypted using the SSL protocol.

No payment data is stored on our server, ensuring the confidentiality of your sensitive information.

To which countries does Yela ship products?

Yela ships mainly to France and several countries in Europe (Belgium, Netherlands, Luxembourg...). Do not hesitate to contact our teams if you would like to benefit from delivery to another country.

I would like to modify or cancel my order

Once the order has been validated, it will not be possible to modify it or cancel it.

How can I track my order?

Tracking number will be provided as soon as the order is shipped.

You will be able to track your package in real time to know its delivery status.

I did not receive an email confirming my order

If you have not received a confirmation email, we suggest you check your spam folder. If it is not there, do not hesitate to contact us at the following email address: contact@yela-store.com

We will check that your order has been taken into account.

I have a problem with my order, what should I do?

If you encounter a problem with your order (order not
received, theft, breakage, etc.) do not hesitate to write to us on contact@yela-store.com
Our customer service will respond as soon as possible!

Why has my order still not been shipped after several days?

We understand your impatience and would like to inform you that the preparation of your order generally requires 5 to 10 days. Our dedicated team strives to ensure the quality of every item you select.

Additionally, as part of our commitment to reducing our carbon footprint, we have adopted a consolidated shipping policy. This means that all items in your order will be shipped simultaneously to minimize the environmental impact of transportation.

What are the shipping fees?

Delivery is free in France for orders over 50 €. You can choose to have it delivered directly to your home or to a pick up point.

For orders under €50, delivery costs are calculated during the ordering process. They may vary depending on the delivery area, weight of the package, choice of carrier and delivery options.

What are the delivery times?

Standard delivery orders are shipped in 3 to 4 working days in France (mainland).

My order is returned to sender

You may receive a notification from the carrier informing you that your package has been returned to the sender.

Rest assured, if this situation arises, we will be able to reship it as soon as we receive your package at our warehouse.

To do this, do not hesitate to contact us at the following address: contact@yela-store.com

What is the returns management policy?

If your order does not suit you, you have 14 days after receipt of your order to return it to us.

Return conditions

  • Make your return request to the following address: contact@yela-store.com
  • Return the items in their original packaging to the address provided by our customer service
  • Communicate to customer service the tracking number of the package when it is handled by a carrier
  • Upon receipt of the order (in good condition), we will reimburse you within 10 days.

Please note that return costs are your responsibility.