Need Assistance? We pride ourselves of our high level of customer service. With this in mind, you will find some answers to our most Frequently Asked Questions (FAQs) below.
If you can't find your answer in our Help pages, you may choose to e-mail or phone us from the 'Contact Us' box located at the top right-hand side of the home page. We're here to help you!
What is your faulty goods return/replacement process?
If the item appears to be faulty within 28 days of receipt you will need to return it to us so that we can send a replacement product/issue a refund to you. After 28 days, please contact is by e-mail on info@yellowgiant.co.uk for advice. In certain cases, manufacturers provide support direct to customers. They do this for many reasons, the main one being to ensure that customers receive the best possible support on their products. If we refer you to a manufacturer your Return will invariably be dealt with a lot quicker.
After 6 months of receipt of the item we cannot accept faulty goods back, so you will need to contact the manufacturer directly.
What is your unwanted item process?
Within 7 days your order can be returned for a full refund for any reason. After 7 days we reserve the right to refuse opened and/or unwanted goods, or to charge a discretionary re-stocking fee of £5 or 7% of the value of the goods, whichever is the greater amount.
Unwanted Headphones.
Please note that unwanted headphones cannot be returned once opened due to health laws. We reserve the right to send any returned headphones back again if we believe they have been opened and/or used.
Postage Charges when returning goods.
All returned items must be sent by a trackable method as we are not responsible for un-received goods. The cost of returning items is the responsibility of the customer – there are some exceptions, please email for details.
You should always contact us if you are unsure if you can return an item to us.
How do I change or cancel an order?
Please send us an email with your order number and your query to info@yellowgiant.co.uk. We will try to make any requested amendments and cancellations but unfortunately we cannot guarantee we will be able to fulfil these before the order is dispatched.
If you have already sent us an email there is no need to send another query. Your original one will be answered as quickly as possible.
Why does my order have to be delivered to my Credit/Debit card billing address?
By delivering your order to your billing address it enables us to complete the final stages of our security checks.
My order is due for delivery today what time will it be delivered?
Your order will be delivered between the hours of 9am and 6.30pm.
What happens to my order if I am not in when the courier attempts to deliver it?
If you are not in when our courier attempts delivery they will leave a calling card which will provide you with a direct contact number for your local depot. You then simply call them to arrange an alternative delivery date or to collect the parcel directly from your local depot, which they will be more than happy to help you with.
Can I come and pick up my order from your shop/office?
We do not hold stock at our office. All orders are dispatched directly from our warehouse via post. Unfortunately, we cannot accommodate the collection of goods from our office or our warehouse.
How can I track an order?
For orders that are being dispatched with Royal Mail 1st class post, please allow 3-5 days for delivery.
We must allow 14 days before an item can be classed as lost in the post.
For orders being shipped with a courier service and which were placed after 3pm please allow an extra day for delivery. For orders placed before 3am. please expect the order the next working day.
Please note that the courier service does not deliver at weekends.
The above does not apply to items that are featured on site as ‘pre- order’. In this case, the order will be dispatched as soon as possible after the item comes into stock at the warehouse.
If your order has not arrived within a reasonable time please contact us and we will try to track the order for you.
Why our Customer Support Team are unable to release information to non-account holders?
As a commitment to our customers we ensure that your details are kept secure. We will only release information regarding a YellowGiant account to the account holder. When account information is requested we take each customer through a thorough security check.