Frequently Asked Questions

How long is the dispatch time?

We usually dispatch our packages within 1 working day. If you’ve made a pre-order, we will dispatch your package when it arrives with us. You’ll receive an email from us once we’ve dispatched any package.

My parcel isn’t here yet. What can I do?

We’re sorry to hear that you haven’t received your parcel yet. If you haven’t, there are a few things you can do:

1. Check the parcel tracking.

2. Check that you included the right address and contact details. You can find this information in your invoice.

3. Contact us quoting your invoice number! We’ll see what we can do.

Unfortunately, sometimes parcels are delayed or lost due to unforeseen circumstances. If you’re worried about your order, please contact us quoting your invoice number.

Where is the tracking number?

Once we’ve dispatched a package, we’ll send you an email to let you know that your order is on its way. Your email will have your tracking number and the courier service that we’ve used to deliver your package.

We commonly use Collect Plus (fulfilled by Yodel) as our courier service. You can track a Collect Plus package here.

I’m not happy with my order…

If there’s something wrong with your order, we’re very sorry to hear it! We follow the guidelines set by the government for online sales and returns. You can request to return an item within the first 14 days of receiving it. Contact us for more information and we’ll be able to help you further.

Europe

France

Germany

Ireland

Netherlands

Poland

Spain

Switzerland

North America

Canada

USA

International Shipping FAQs

How does international shipping work?

Delivery should be rather straightforward. We’ll simply send your parcel through an international courier and customs will be dealt on our end. We’ll contact you personally via email with your tracking number and other information.

However, it is your responsibility to pay any duties or tariffs on your end of customs so please make sure you check your parcel tracking from time to time.

My parcel isn’t here yet. What can I do?

We’re sorry to hear that you haven’t received your parcel yet. If you haven’t, there are a few things you can do:

1. Check the parcel tracking.

2. Check if you’ve been contacted by customs.

3. Check that you included the right address and contact details. You can find this information in your invoice.

4. Contact us quoting your invoice number! We’ll see what we can do.

Unfortunately, sometimes parcels are delayed or lost due to unforeseen circumstances. If you’re worried about your order, please contact us quoting your invoice number.

I made a mistake on the order!

Oops! Don’t worry, it happens to the best of us. Just drop us a contact request as soon as possible and let us know what the problem is. We’ll do our best to help you out.

Where’s my email invoice?

If the email you’ve provided is correct, your invoice should be emailed to you once you’ve checked out your order. If it hasn’t arrived in your inbox within a few minutes, check your spam folder. Otherwise, let us know and we’ll see what’s wrong.

What happens when I combine a pre-order item with items that are already in stock in my order?

In most cases, we’ll dispatch anything that we have in stock within 1 working day unless you tell us otherwise (sometimes customers prefer to cut down on emissions and packaging by requesting to have all items arrive at once).

What about VAT?

Currently, all prices on the site are including VAT, including the Youdao Dictionary Pen.