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, please email us at sales@yamalava.com within 7 days of receiving your order to request a return.
To be eligible for a return, items must be unused, unwashed, in their original packaging, and in resalable condition.
Because our towels are personal-use products, we can only accept returns for items that have not been used or washed.
Please note that original shipping charges are non-refundable, and customers are responsible for return shipping costs unless the item is faulty or we made an error with your order.
Can I exchange an item?
Yes. We offer exchanges within 7 days of delivery for items that are unused, unwashed, and in their original packaging.
To request an exchange, please email sales@yamalava.com with your order number and the item you'd like to exchange.
Please note that customers are responsible for any additional shipping costs associated with exchanges unless the item is faulty or incorrect.
What if my order arrives damaged, faulty, or incorrect?
We're sorry to hear that.
If your order arrives damaged, faulty, or you receive the wrong item, please contact us at sales@yamalava.com within 7 days of receiving your order.
Please include your order number along with clear photos of the item and packaging so we can assess the issue as quickly as possible.
If the item is confirmed to be faulty, damaged during transit, or sent in error, we'll arrange a replacement or issue a full refund at no additional cost to you.
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 3–10 business days for the refund to appear in your account.
Can I return Final Sale items?
Items marked as Final Sale cannot be returned or exchanged unless they are faulty, damaged, or sent incorrectly.
If you have any questions before placing your order, we're always happy to help. Just email 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 are expected to dispatch in approximately 10–12 weeks. 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.