Frequently asked questions

Our Company

What is your legal business name?


Yoga Products Top Limited




Are you a registered entity?


Yes! We are a limited company registered at Companies House in the United Kingdom.




Where are you located?


Our registered address is:

140 Bizspace Lomeshay Business Village
Turner Road Nelson
Lancashire
United Kingdom
BB9 7DR




Are you operating internationally?


Yes! We are an internationally operating company.




Are you shipping internationaly?


Yes! We are shipping internationaly.




Can I review your service or products?


Yes! Please click on the blue "Reviews" box on the left side of the screen, follow the instructions. Only available on desktop for now.




How can I reach you?


You can reach us via email, contact form or live chat.One of our customer care specialist will contact you as soon as possible. It usually takes 24 hours for requests through email and contact form to reply. For sending an email click here. For contact form click here.





General

Can I share my files on your platform?


Yes you can! Please check here.




Where can I buy Yoga Products Top products?


You can buy our products from our store at https://www.yogaproductstop.com/ or from our store on Ebay.




How do I open an account with Yoga Products Top?


Simply click on the Sign Up button on the top right of this page or click here. Fill out some details about yourself and you’re ready to go! You will be sent a welcome email after successfully registering with us. Welcome to Yoga Products Top!




I have forgotten my password - what should I do?


Simply click on the Log In button on the top right of this page or click here. Click on “forgot password”, enter your email. A password reset link will be sent to your email address.




Do I need to open an account to place an order?


No, you don’t. You can place an order as normal and check out as a guest. However, if you create an account, you will find it much quicker to check out in the future. We don’t store your card information, but we will store all your addresses, so that you will not need to fill them out each time you order with us.





Blog

Can I publish my blog post on your platform?


Yes you can! Click on the publish my post icon on the header at the top of the home page or check here.




How can I publish my blog post?


Please click on the publish my blog post icon on the header at the top of the home page and follow the instructions or click here.





Media & Files

Can I share my files on your platform?


Yes you can! Click on the file share icon on the header at the top of the home page or check here.




Can I share my media on your platform?


Yes you can! Click on the share my media icon on the header at the top of the home page or check here.




How can I share my media?


Click on the share my media icon on the header at the top of the home page or check here.




How can I share my files?


Click on the file share icon on the header at the top of the home page or check here.





Orders

How can I check my order?


You can check your orders from the my orders button from the menu on the header at the top of the home page or click here. (For privacy we request our customers to Sign Up).




Do I need to open an account to place an order?


No, you don’t. You can place an order as normal and check out as a guest. However, if you create an account, you will find it much quicker to check out in the future. We don’t store your card information, but we will store all your addresses, so that you will not need to fill them out each time you order with us.




Does Yoga Products Top ship to multiple addresses?


We ship to one address per order, so if you need to send to multiple addresses, please place a separate order per address. Shipping charges will apply to each order if not free shipping.




I ordered an item from the sale, but it is sold out. Can I put it on back order?


Please note some sale stock is limited and cannot be back ordered. Sometimes products which are out of stock can pass through the checkout. In this case, all the out of stock items will be cancelled from your order and refunded via the same payment method used. We will endeavour to get in touch via email as soon as possible to advise if anything on your order has been cancelled due to availability. We can offer alternatives if requested.




How can I place an order?


1. Adding Products to Cart and Checkout

Currency:

Our main currencies is GBP (£). We accept more than +50 currenncies. If you are in a different currency you will see the amount of the product in your currency near or below the main currency. You can purchase with your own currency which will convert automatically to our main currency.

Adding Products to Cart

You can either add your product to your cart or buy directly by using the buy now button for single items. When you select "buy now" you will be directed directly to checkout page. If you are not ready to buy now but will search for your desired item later, add it to your wishlist by clicking on the heart icon. You can view your wish list from your member page. Please check FAQ for how to be a member.

View your Cart.

When you are ready to purchase the items that you have placed in your cart, you can simply click on the shopping bag icon located at the top right of the page or click on the view my cart icon on the checkout page and you will be directed to your cart. Check that you are happy with the products in your bag, you can add more items by clicking "continue shopping" icon at the top left of the checkout page at any stage of your checkout.

By viewing your chart you will see the order details of your purchase, including product details, shipping details and order summary. At the below part of the cart you will see products related to your purchase, you can go and select new products at your cart at this point.

When you are happy with your products in your cart you can proceed to payment. At the left side below you can see the promo code icon, please enter your promo (discount) code if you have one at this point. You also can add a note for us to Care while handling and shipping your product.

If you want pay with PayPal simply select the yellow PayPal button to finish your payment and you will be directed to Paypal page to complete your payment.

If you want to pay with credit or debit card, cash payments, iDeal, direct bank transfers or mobile payments for some countries proceed by clicking the blue checkout button.

1.1-Shipping Details

By continiuing to checkout a new page will open and here you will see your order summary at the right part and your shipping and vat details. You still can enter the promo code if you have one at this stage.

Simply enter your shipping details for your order, please note that the areas with the stars are mandatory for shipping the products to the right address. After entering your details click continue.

1.2-Delivery Method

With continuing you will see the delivery method already selected in which we are offering free shipping except Art Store products. Click continue.

1.3-Payment

When you continue you will see the payment instructions. At this stage you can redeem your gift cards by clicking the 'Redeem a gift card' button. For more details about gift cards please check out gift card section on FAQ.

Our standard credit and debit cards payment is selected by default but if you want to select a different payment method like cash payments, iDeal, direct bank transfers or mobile payments for some countries or PayPal click the circle at the right of the related payment service. For our standard credit or debit card payment just enter your card details, for iDeal, Alipay or PayPal you will be directed to their payment page for completing your payment. For bank transfers select ´Cash Payments´ and you will be directed to bank transfers page to complete your payment. For mobile payments select Rapyd and you will be directed to their payment page for completing your payment.

Enter your promo code (discount code) before selecting a payment method.

If your billing address is different than your shipping address please click the same as shipping address icon which is selected by default and enter your billing address.

1.4-Review & Place Order

Click 'Review & Place Order', check all your details again and click 'Place Order'.

And that's all, you're done!

For anything else please email us to info@yogaproductstop.com.

If you don't want to waste time with entering your shipping and billing details every time you checkout, you can can log in in any stage from the checkout page. We never save any of your card details. We only save your address details for giving a faster experience for next time.




Amending orders


We are not able to amend orders once confirmed.

Once you have confirmed your order online, it is immediately directed to our warehouse for processing. This is a seamless process that takes place via our computer system; this means that we are not able to amend any orders. Once you have received your order, if you decide an item(s) is not suitable, you can return it. Please refer to Returns.




Cancelling orders


Once you have completed your order at checkout, it is immediately sent to our warehouse for processing, so we are not able to cancel orders after they have been placed. If you change your mind and decide you do not want your order and wish to cancel, you will need to return the whole order once it has been delivered to you. Please follow the instructions in Returns.




Exchanges


We are not able to offer an exchange service on unwanted goods. This ensures that we can maintain high stock levels and keep an up-to-date inventory at all times.

The quickest and easiest way for you to get exactly what you want in a different colour or size is to simply return the unwanted item and order another. Please refer to Returns.




What happens if my order gets stuck in customs?


If your order is taking longer than normal to clear customs, rest assured that we will be tracking it every step of the way and will help you liaise with our couriers. Where possible, we will also pass direct contact information to you as it is often easier to sort out the delay locally.




Currency


Our main currencies is GBP (£). If you are in a different currency you will see the amount of the product in your currency near or below the main currency. You can purchase with your own currency which will convert automatically to our main currency.





Members

How do I open an account with Yoga Products Top?


Simply click on the Sign Up button on the top right of this page or click here. Fill out some details about yourself and you’re ready to go! You will be sent a welcome email after successfully registering with us. Welcome to Yoga Products Top!




I have forgotten my password - what should I do?


Simply click on the Log In button on the top right of this page or click here. Click on “forgot password”, enter your email. A password reset link will be sent to your email address.




Why I don't see all of the group lists?


Specific groups are open to specific members, only authorized members can view the group lists. For viewing the group lists and getting access to participate in groups you need to be a specific member. Learn more from here.




Why I don't see all of the forum lists?


Specific forums are open to specific members, only authorized members can view the forum lists. For viewing the forum lists and getting access to participate in forums you need to be a specific member. Learn more from here.




How can I be a member?


Simply click on the Sign Up button on the top right of this page or click here. Fill out some details about yourself and you’re ready to go! You will be sent a welcome email after successfully registering with us. Welcome to Yoga Products Top!








How do I log in to my account?


Simply click on the Log In button on the top right of this page or click here. Enter your email and password or log in with google or facebook.




How can I view my wishlist?


Log in, click wishlist on your members menu.





Privacy

What is your privacy policy?


Please check our privacy policy by clicking on the privacy policy button on the footer of the page or click here.




What are your terms & conditions?


Please check our terms & conditions by clicking on the terms & conditions button on the footer of the page or click here.




Can I request my stored data?


Yes. Please click on the data request icon on the footer of the page or click here.




Can I place a delete request for my stored data?


Yes. Please click on the data request icon on the footer of the page or click here.




What is "dont sell my data"?


We never sell any data of our customers or members. We have created an additional protection layer. According to privacy regulations like the CCPA, you may have control over the sale of your personal information. By clicking "dont sell my data" icon you have the option to refuse the "sale" (as defined in the applicable regulation) and transfer of your data to any third party.





Shipment & Delivery

How long takes delivery?


Delivery time will vary from 1 day to 30 days depending on your country as well as the service you select.




How much are your shipping fees?


We offer free shipment for all of our items.




What happens if my order gets stuck in customs?


If your order is taking longer than normal to clear customs, rest assured that we will be tracking it every step of the way and will help you liaise with our couriers. Where possible, we will also pass direct contact information to you as it is often easier to sort out the delay locally.




What is your shipping & delivery policy?


Please check our shipmeent & delivery page from here.




What is your delivery process?


We‘ll send you an email when your order is dispatched including a tracking number. We can't deliver to PO Boxes or packstation addresses. Delivery to hotel addresses, PO Boxes or packstation addresses will be at your own risk, so please be sure to state your room number and dates of stay. We cannot be held responsible for parcels that have been signed for by hotel staff that subsequently get lost. Please note that delivery times quoted are for your guidance only and are not guaranteed. As we're sure you know, nothing is 100% certain (especially when it involves the roads), and very occasionally, the next day service isn't. Generally however, there are no problems and your order will arrive as planned.

Please be aware that courier notes containing extra information for delivery are at the discretion of the delivery driver to comply with. We employ a signed for service in which the courier is expected to obtain a signature upon delivery. If a delivery note expressing alternate delivery instructions is complied with and this results in a lost parcel, any claim for compensation would be invalidated.

If everything in your order is in stock, we'll aim to send it out within a day or so. If something is out of stock, we'll ship what we have and cancel the rest. You will be notified via email should this be the case. Plesae check our shipment & delivery page.




Customs


Deliveries may be subject to customs clearance. These charges can include import duty, handling fees, local taxes, VAT and other costs. Yoga Products Top is not responsible for these costs or for any delays caused by Customs or other government authorities. Failure to pay these charges will mean that your parcel will be returned to us. Should this happen, your original shipping charges will be forfeited, as well as any other associated return costs. If the cost of return is greater than the value of the order, then the whole cost of the order will be forfeited. Please make sure that you understand what process and costs may apply for delivery to your country. Unless otherwise stated, all customs duties and VAT are the responsibility of the customer. Plesae check our shipment & delivery page.




Damaged, incomplete & undelivered orders


1- My order was damaged in transit, what do I do?

We do our best to pack each order thoroughly and carefully, but on occasion, parcels do arrive damaged. In these instances, please sign for the parcel as DAMAGED and take clear photos of the parcel before you open it to inspect the contents. If you then find that the contents have been damaged or are missing, please call us within 5 working days so we can raise a claim with the couriers. We will require photographs in order to progress your claim. Although we may still be able to raise a claim after this time, it may be rejected by the courier company. If you sign for a damaged parcel without indicating that it is damaged, you are accepting delivery and we will not be liable for any goods that have been damaged or went missing during transit.

2-I have an item(s) missing from my delivery, what do I do?

Firstly, ensure that your parcel was not damaged upon receipt. If it was, please follow the steps outlined above.

Our warehouse team will often wrap your items within blankets and in-between bolsters to ensure they are protected during transit, so please ensure that you open each and every parcel and remove everything from their boxes. If you discover that an item(s) is missing, email us ASAP to let us know by email or contact form. Our aim will be to get you your missing item(s) immediately. The only reason we would not be able to resend a missing item from your order is if the item(s) is out of stock.

Unfortunately, sometimes our inventory isn't what we thought it was.

We work very hard with our warehouse team to ensure our stock is correct. However, sometimes things go wrong and what we think we have in stock is not what we have on the shelf. If our inventory is incorrect when picking your order, we will normally ship out the items that we do have in stock and cancel the unavailable item(s). In these instances, you will be notified via email the following day and refunded in full for the missing item(s). We will also get back in touch when the item is in stock again, should you wish to place a new order. We apologise in advance if this happens with your order.

3-I've been waiting for my order and it hasn't arrived, what do I do?

We do our best to dispatch items in a timely fashion. From time to time, a delivery is delayed due to unforeseen reasons such as a delivery lorry breaking down or adverse weather. If you have a tracking number for your order, please go online to check for any updates direct from our couriers. You can find this in your dispatch email confirmation.

On the rare occasion some parcels go missing, usually the goods have just been misplaced by the courier or misrouted and will turn up within a couple of days. For all courier deliveries, an investigation will take 5 working days. If you have not received your order after you have received your dispatch confirmation email, please get in touch with us so we can raise this investigation. We need to allow the couriers’ time to deliver your order.

Plesae check our shipment & delivery page.




My parcel has not arrived, what do I do?


Occasionally orders are returned to us as undeliverable. An order could be returned for one of the following reasons.

1-Incorrect address

If the address is incorrect, outdated or is rejected because it is a PO Box or packstation, the parcel will typically be returned to us by the carrier or the unintended recipient. We are unable to make address changes for parcels after they have left us. Please double-check the address carefully when placing your order. Should your parcel be returned to us, your order will be refunded less any shipping costs and an email sent to notify you. You will need to place a new order online.

2-Failed delivery attempts

Most of our carriers will make more than one attempt to deliver a parcel. If they find that they can't successfully deliver your parcel, it may be returned to us or left at a local depot for you to arrange collection. If not collected, the parcel will be returned to us. Should this happen, your order will be refunded less any shipping costs and an email sent to notify you. You will need to place a new order online.

3-Refused by recipient

When ordering a gift to be sent directly to the recipient, please be sure that they are aware. A gift recipient who isn't expecting a gift may refuse a parcel if they believe it's being delivered to them by mistake.

4-Unpaid customs charges

International deliveries may be subject to customs clearance. These charges can include import duty, handling fees, local taxes, VAT and other costs. Yoga Products Top is not responsible for these costs or for any delays caused by Customs or other government authorities. Failure to pay these charges will mean that your parcel will be returned to us. Please make sure that you understand what process and costs may apply for delivery to your country. Should this happen, your original shipping charges will be forfeited as well as any other associated return costs. If the cost of return is greater than the value of the order, then the whole cost of the order will be forfeited.

5-Illegible address

In rare cases, address labels may become illegible in transit. If this happens, a carrier will return the parcel to us. In these instances, we will reship free of charge.

6-Damaged in transit

If a parcel is badly damaged while it's on its way to you, the carrier may return it without attempting delivery. In these instances, we will repack and reship free of charge.

Plesae check our shipment & delivery page.





Groups & Forums

Why I don't see all of the group lists?


Specific groups are open to specific members, only authorized members can view the group lists. For viewing the group lists and getting access to participate in groups you need to be a specific member. Learn more from here.




Why I don't see all of the forum lists?


Specific forums are open to specific members, only authorized members can view the forum lists. For viewing the forum lists and getting access to participate in forums you need to be a specific member. Learn more from here.





Payments

Can I make manual payments?


Yes you can do! You will see cash payments option on checkout page, please follow the instructions. For US dollar payments there is an additional manual payment fee. We will process your order after we receive the amount on our account.




What payment methods does Yoga Products Top accept?


We accept PayPal, Credit and Debit Cards, Cash Payments, Manual payments, bank transfers, iDeal and mobile payments for some countries.




When will I be charged for my order?


All orders are charged at point of sale. This means we debit your card, manuel paymeent or you send us a PayPal payment for the full amount of the order as soon as you complete your order.




How to use discount codes?


Apply your code to promo code section at checkout page.





Gift Cards

How can I send Gift Cards to my loved ones?


Please click on the gift card icon on the menu on the header at the top of the home page or click here.




What are the terms & conditions of using the gift card?


  1. Yoga Products Top gift cards are supplied electronically by email, sms or can be printed.

  2. Each Gift Card has a unique code to enter at point of purchase.

  3. Each of these gift cards can be used on online purchases at https://www.yogaproductstop.com/

  4. All of our gift vouchers have a date of expiry, at least one year from the date of issuance, and must be redeemed before this date.

  5. Yoga Products Top gift card codes can only be used once.

  6. The total value of the gift card will be applied against the total order including VAT. If the goods purchased online totals less than the value of the gift card, the remaining balance cannot be carried over or used on future purchases. If your order exceeds the amount of your gift voucher, you must pay for the balance with an approved credit card, debit card or via Paypal.

  7. Promotional offers, coupons and discounts may not be applied toward the purchase of a Yoga Products Top gift cards.

  8. If you have to return goods for credit originally purchased online by using gift cards, then you will receive another Yoga Products Top gift card code to use on a future purchase.

  9. Yoga Products Top gift cards cannot be used to purchase other gift vouchers.

  10. Yoga Products Top is not responsible for lost or stolen gift vouchers.

  11. No VAT is charged when buying a gift voucher; however, purchases paid with a gift voucher will be charged applicable VAT.

  12. Treat this card like cash for shopping on our website yogaproductstop.com. You can use this card only for shopping on yogaproductstop.com website.

  13. Except where required by law, this card cannot be replaced ıf lost or stolen and cannot be redeemed for cash.

  14. Use of this cards constitutes acceptance of these terms and conditions.




How can I redeem my gift card?


On checkout page on the payment section you will see a box beneath the "redeem a gift card" text, click the box, a new box will open. Enter your gift card number and click apply, your gift card amount will be reduced from your checkout balance.





Return Policy

What is your return policy?


We want all our customers to be happy with their chosen items. However, if you're unhappy with your purchase, please let us know as soon as possible and return within 14 days of receiving the order.

We have a 14-day return policy during which a customer may return an item that is undamaged, unworn, and unused with tags still attached within 14 days from when the item was received. Yoga mats, props and all equipment must be in their original cellophane and/or branded wrapper for returns to be accepted. If any products have been removed from their wrapper, we are unable to accept a return. Any rejected returns cannot be reshipped and will be destroyed upon receipt.

Please contact us if you are unsure about our returns process.

The postage and handling of your return is your responsibility. Please ensure that you obtain proof of postage when sending your parcel back, as we cannot be held responsible for any orders that do not arrive back to us. You may be able to claim compensation through your chosen return service if you have proof of postage.

Returns can only be refunded to the person who originally placed and paid for the order, and the refund can only be processed back to the same payment method. Refunds can take up to 14 days after receipt of the return.

There are some products which we cannot cancel or refund, such as made-to-order items. Please see below the full list:

We will normally accept an item back for return if it is brand new, within 14 days of the purchase date, undamaged and still in its original packaging. There are a few exceptions and these are listed below:

  • CDs/DVDs
  • Earrings
  • Headbands
  • Body care items such as creams/lotions/oils/soaps/lip balms etc.
  • Tongue scrapers
  • Neti pots/nasal catheters
  • Watches if activated
  • Personalised products

Please follow the below steps to complete a return:
1. Customer messages Us to confirm the correct return address
2. Customer sends product back to the confirmed return address within 14 days.
3. We receive the product in good condition
4. Refund process begins.




How can I return the goods?


We have a 14-day return policy during which a customer may return an item that is undamaged, unworn, and unused with tags still attached within 14 days from when the item was received. Customer is responsible for return shipments. Please follow the below steps to complete a return:
1. Customer messages Us to confirm the correct return address
2. Customer sends product back to the confirmed return address within 14 days.
3. We receive the product in good condition
4. Refund process begins.




Why is my return not accepted?


On some occasions, we may have to reject a return. Below are some of the most common reasons for this happening:

  • It has gone past 14 days from date of purchase – our returns policy only extends to 14 days.
  • It has been returned with damaged packaging – we are unable to accept a return with incomplete/damaged original packaging.
  • It has been returned in an unhygienic condition – for Health & Safety, our staff are unable to handle returns that are contaminated.
  • It is an item that cannot be returned – some items are exempt from return, please see below full list.
  • CDs/DVDs
  • Earrings
  • Headbands
  • Body care items such as creams/lotions/oils/soaps/lip balms etc.
  • Tongue scrapers
  • Neti pots/nasal catheters
  • Personalised products




What items cannot be returned?


We will normally accept an item back for return if it is brand new, within 14 days of the purchase date, undamaged and still in its original packaging. There are a few exceptions and these are listed below:

  • CDs/DVDs
  • Earrings
  • Headbands
  • Body care items such as creams/lotions/oils/soaps/lip balms etc.
  • Tongue scrapers
  • Neti pots/nasal catheters
  • Watches if activated
  • Personalised products