Black Friday FAQs
Please ensure that you include as much information about your query in your first message (including your order number!) so that our team can help resolve as quickly as possible.
General
Who do I contact if I need help with my order?
Contact us through our online contact form here; or email customerservices@y1sport.com.
When will I receive my order?
Please allow up to 5 working days for your order to be dispatched during this busy period.
Please allow up to 10 working days from your order being shipped, for your order to arrive due to the high volume of parcels being shipped at this time of year - please do not contact us until after this time frame.
You will automatically receive an email notification when your parcel has been assigned a tracking number (Note: this does not mean that it is guaranteed to catch that afternoon's courier pickup; so your order might be shipped the next working day).
Can I change my order if I’ve made a mistake?
We unfortunately cannot guarantee that we will be able to edit your order, however, we will do our best to accommodate your request. Please contact us ASAP on our online contact form here or via email at customerservices@y1sport.com.
Can I return my order?
We do not accept returns or exchanges of Prototype Sticks. All other items purchased separately, we do accept returns within 14 days of purchase. They must be returned in brand new condition with all packaging and tags attached - if goods are returned in any other condition, we reserve the right to refuse the return.
Can I exchange my order?
We do not accept exchanges. For eligible items only, you must return your order for a refund within 14 days of purchase in brand new condition with all packaging and tags attached (if goods are returned in any other condition, we reserve the right to refuse the return) and re-order online.
I placed two separate orders, can you combine my orders?
We unfortunately cannot guarantee that we will be able to combine your order as the warehouse management system takes each order at a time, however, we will do our best to accommodate your request. Please contact us ASAP on our online contact form here or via email at customerservices@y1sport.com.
I've only received part of my order - where is the rest of it?
Not all items are able to fit in our stickboxes - so some orders may be shipped in multiple packages. The courier you chose at checkout may deliver these separately, and hence we ask for your patience as you may receive goods separately and on different days during the busy Black Friday period. Please only contact us about delivery queries 7 working days after your order was shipped.
How long does a refund take to process?
5-10 working days from receipt of the parcel at our warehouse. It is the customer’s liability to ensure that the parcel is returned successfully to our warehouse - hence we recommend using tracked delivery.
I haven’t received my tracking number, where is it?
You will automatically receive an email notification when your parcel has been assigned a tracking number (Note: this does not mean that it is guaranteed to catch that afternoon's courier pickup; so your order might be shipped the next working day).
I haven’t received an email confirmation of my order.
If you have not received an email confirmation, it likely means that the purchase was unsuccessful. Please contact us ASAP on our online contact form here or via email at customerservices@y1sport.com and we will confirm as to whether your order was placed successfully.
Please note: any unsuccessful order will show the order value in “Pending Transactions” in your bank account, but no money will be taken from your account once the transaction is verified.
Do you have an extended returns window for purchases for Christmas presents?
If you have made a purchase between 16th November to 22nd December, then you are eligible for refund/return up until 10th January. Beyond then, unfortunately we will not accept returns and reserve the right to not refund your order.
Restock
Will you be restocking Prototype Sticks?
No - don’t miss out, order now!
Are you launching apparel in mainland EU?
Unfortunately, due to our recent warehouse move, we are not able to sell apparel in mainland EU during our Black Friday promotions.
Prototype Sticks
When are the Prototype Sticks released?
Thursday 23rd November at 6PM CET (5PM CET Early Access)
Can I exchange my Prototype Stick for another stick?
We do not accept returns or exchanges of Prototype Sticks and reserve the right to not refund the goods if returned to us against our policy. All other items purchased separately, we do accept returns within 14 days of purchase.
My Prototype Stick has become faulty. What can I do?
Unfortunately, as it reads in the disclaimer, we do not guarantee against Prototype Stick issues. You purchase these goods with the knowledge that: “There is always a risk involved due to this being the first production of a new stick development. To offset this risk, we offer these sticks at the cheapest price on the market.”