Frequently Asked Questions
Questions? We’re here to help at sales@yamalava.com.
What is the return & exchange policy?
Do you offer returns?
Yes. If you're not completely satisfied with your purchase, you may request a return within 30 days of receiving your order.
To be eligible for a change-of-mind return, items must be unused, unwashed, unworn, undamaged, in their original packaging, and in resalable condition, with any original tags or labels attached where applicable.
Because our towels, bathrobes and other textile products are personal-use products, we cannot accept change-of-mind returns for items that have been used, worn or washed.
To request a return, please email sales@yamalava.com with your order number before sending the item back. If your return is accepted, we'll provide the return address and instructions.
Original shipping charges are non-refundable, and customers are responsible for change-of-mind return shipping costs.
Can I exchange an item?
Yes. We offer exchanges within 30 days of delivery, provided that the item is unused, unwashed, unworn, undamaged, in its original packaging, and in resalable condition.
To request an exchange, please email sales@yamalava.com with your order number and details of the item you'd like to exchange.
Customers are responsible for return shipping and any additional shipping costs associated with a change-of-mind exchange.
Exchanges are subject to product availability. If the requested replacement is unavailable, we'll discuss an alternative product or refund with you.
Can I cancel my order?
Yes. Orders may be cancelled before they have been dispatched.
If you'd like to cancel your order, please email sales@yamalava.com as soon as possible with your order number.
Once an order has been dispatched, it can no longer be cancelled. After receiving your order, you may request a return in accordance with our 30-day return policy.
Approved cancellations will be refunded to the original payment method.
What if my order arrives damaged, faulty, or incorrect?
If your order arrives damaged, faulty, does not match its description, or you receive the wrong item, please contact us as soon as possible at sales@yamalava.com.
Where possible, we ask that you contact us within 7 days of receiving your order so we can investigate promptly. Please include your order number and clear photos of the item and packaging where applicable.
If the item is confirmed to be faulty, damaged during transit or sent in error, we'll arrange an appropriate remedy, such as a replacement or refund, at no additional cost to you.
The request to contact us within 7 days does not limit your rights under the New Zealand Consumer Guarantees Act 1993.
How long does it take to receive my refund?
Once your returned item has been received and inspected, we'll notify you of the outcome.
If your return is approved, your refund will be processed to your original payment method. Depending on your bank or payment provider, it may take approximately 3–10 business days for the refund to appear in your account.
Can I return Final Sale items?
Items clearly marked as Final Sale cannot be returned or exchanged solely because you have changed your mind.
This does not affect your rights if an item is faulty, damaged, does not match its description, is sent incorrectly, or otherwise fails to meet the guarantees required under New Zealand consumer law.
Who pays for return shipping?
For change-of-mind returns and exchanges, customers are responsible for return shipping costs. Original shipping charges are non-refundable.
If an item is faulty, damaged during transit or sent incorrectly, YamaLava will cover the reasonable shipping costs required to resolve the issue.
If you have any questions about a return, exchange or cancellation, please contact us at sales@yamalava.com.
What are your shipping options?
Where do you ship?
We currently ship throughout New Zealand.
At this time, we do not offer international shipping, but we're working on expanding in the future.
Do you offer free shipping?
Yes! We offer free standard shipping on all New Zealand orders over NZ$300.
For orders under NZ$300, shipping costs are calculated at checkout based on your delivery address.
How long will my order take to arrive?
In-stock items are typically processed within 1–2 business days and usually arrive within 1–4 business days, depending on your location.
Pre-order items may take approximately 5–9 weeks to dispatch, depending on the individual pre-order offer. Please refer to the relevant pre-order terms and current website information for the applicable estimated dispatch timeframe. Once your order has been dispatched, you'll receive a shipping confirmation email with tracking details.
Please note that dispatch and delivery timeframes are estimates and may occasionally vary.
Do you offer expedited shipping?
At the moment, we offer standard shipping only.
If you have an urgent request, please contact us before placing your order, and we'll do our best to assist.
Which courier do you use?
We work with trusted New Zealand courier partners. The courier may vary depending on your location and the size of your order.
Where is my tracking number?
Once your order has been dispatched, you'll receive a shipping confirmation email containing your tracking number.
Please allow up to 24 hours for tracking information to become available.
When will I receive order updates?
We'll keep you informed throughout every stage of your order.
You'll receive:
- An Order Confirmation email after your purchase.
- A Shipping Confirmation email with tracking information once your order has been dispatched.
- For pre-orders, we'll also keep you updated if there are any changes to the estimated dispatch timeframe.
I can't find my order.
If you can't find your order confirmation or shipping email, please contact us at sales@yamalava.com, and we'll be happy to help.
My order arrived damaged. What should I do?
We're very sorry to hear that.
If your order arrives damaged, please email sales@yamalava.com within 7 days of receiving your order.
Please include your order number along with clear photos of the damaged item and its packaging so we can investigate and resolve the issue as quickly as possible.
I just placed my order. Can I change it?
If your order hasn't been packed or dispatched yet, we'll do our best to accommodate your request.
Please contact sales@yamalava.com as soon as possible with your order number and the changes you'd like to make.
While we'll always try to help, we cannot guarantee that changes can be made once an order has been placed.
Can I change my shipping address?
Yes, provided your order hasn't already been dispatched.
Please email sales@yamalava.com as soon as possible with your order number and your updated shipping address. We'll do our best to update your order before it leaves our warehouse.
Can I order in-stock and pre-order items together?
Yes, but because in-stock and pre-order items are dispatched at different times, they should be placed as separate orders.
This allows us to ship your in-stock items immediately, while your pre-order items will be dispatched once they become available.
Please note that separate orders may incur separate shipping charges.
What if my pre-order is delayed?
We work hard to provide accurate dispatch estimates, but occasionally production, international freight, customs clearance, or other factors outside our control may cause delays.
If this happens, we'll keep you updated by email and let you know as soon as we have more information.
What should I know about your products?
Where are your products made?
At YamaLava, we've carefully selected Onsen for its exceptional quality and thoughtful design.
Our towels are designed in New York using premium cotton grown in the United States, then expertly crafted by trusted manufacturing partners in Vietnam and China to ensure outstanding quality and durability.
What materials do you use?
Our towels are made from 100% Supima® cotton, an extra-long staple cotton grown exclusively in the United States and representing less than 1% of the world's cotton production.
Supima® cotton is naturally softer, stronger, and more durable than regular cotton, providing exceptional comfort and long-lasting performance.
All of our towels are also OEKO-TEX® STANDARD 100 certified, meaning they've been independently tested for harmful substances and are safe for everyday use.
How do I care for my towels?
To keep your towels looking and performing their best, we recommend:
- Wash in cold or warm water on a gentle cycle.
- Tumble dry on low heat.
- Avoid using fabric softeners, as they can reduce the towel's natural absorbency.
- Wash your towels before first use for the best performance.
With proper care, your waffle towels will become even softer and more absorbent over time.
Do your products come with a warranty?
While we don't offer a formal warranty, we stand behind every product we sell.
If you receive a faulty, damaged, or incorrect item, or experience a manufacturing issue, please contact us at sales@yamalava.com as soon as possible. We'll work with you to find the best solution as quickly as we can.
Will my towels shrink after washing?
A small amount of shrinkage after the first wash is completely normal for natural cotton products.
Our towels are designed with this in mind, and following the recommended care instructions will help maintain their size, softness, and performance for years to come.
Will the waffle texture change over time?
Yes—and that's one of the things people love most about waffle towels.
After a few washes, the waffle weave naturally becomes softer, fuller, and more textured while maintaining its lightweight feel. As the fabric opens up, it also becomes even more absorbent.
What payment options do you accept?
What payment methods do you accept?
We accept all major credit and debit cards, PayPal, Shop Pay, Apple Pay, and Google Pay.
Available payment methods may vary depending on your device and browser.
Can I change my payment method after placing an order?
Unfortunately, we're unable to change the payment method once an order has been placed.
If you've encountered a payment issue, please contact us at sales@yamalava.com, and we'll do our best to help.
Can I cancel my order?
If you need to cancel your order, please contact us at sales@yamalava.com as soon as possible.
We begin processing orders shortly after they are placed, so while we'll do our best to accommodate your request, we can't guarantee that an order can be cancelled once it has been processed or shipped.
Do you offer gift cards?
Yes! YamaLava Gift Cards are available and make a thoughtful gift for any occasion.
Gift Cards are delivered by email and include simple instructions for redeeming them at checkout. They never expire and can be used towards any purchase on our website.