FAQ

FAQs

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Where can I buy robynkristen.yoga products?
The full range of robynkristen.yoga products is available from us directly at www.robynkristen.yoga. We ship across the UK and have been doing so since 2014, so you can place your confidence in us!
How do I open an account with robynkristen.yoga?
Simply click on Register on the top right of this page. Fill out some details about yourself and you’re ready to go! You will be sent a welcome email after successfully registering with us.
I have forgotten my password – what should I do?
The quickest way to retrieve your password is online. Simply go to the Forgotten Password page and enter your email address. We will send you a link to reset your password.
Do I need to open an account to place an order online?
No you don’t. You can place an order as normal and checkout 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.
I have a query regarding my robynkristen.yoga order and/or account. Who should I speak to?
For all enquiries, please get in touch with our helpful Customer Service team. You can either call during our opening hours or drop us an email. We are here to help from 9am to 5pm, Monday to Friday (not including Bank Holidays).
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Does robynkristen.yoga 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.
What packaging will my order be shipped in?
We will use either PVC mailers or cardboard boxes depending on your items. We try and reuse packaging as much as possible, so if you receive a box labelled as 20 blocks when you’ve ordered some blankets, don’t panic! Just open it up and you will find your items inside.
I ordered an item from the sale but you have sold out. Can I put it on back order?
Please note 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. Unfortunately, we are unable to offer alternatives.
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How long will delivery take?
Delivery will vary from 1 working day to 10 depending on the delivery country as well as the service you select. For more information, please view our Terms & Conditions page.
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.
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What is robynkristen.yoga’s refund policy?
We will refund any item within 30 days of purchase. All we ask is that the goods are returned in their original condition. This means clothing must have hangtags still attached. Yoga mats, props and all other equipment must be in their original cellophane and/or branded wrapper. If any products have been removed from their wrapper, we are unable to accept a return. Some items are non-returnable; please see below for a full list of these items. You can find more information on our Orders & Returns page.
Why won’t you accept my return?
On occasion we may have to reject a return. Below are some of the most common reasons for this happening:
  • It has gone past 30 days from date of purchase – our returns policy only extends to 30 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 for full list
What items cannot be returned?

We will normally accept an item back for return if it is brand new, within 30 days of the purchase date, undamaged and still in its original packaging. There are a few exceptions and these are listed below:

  • CDs/DVDs
  • Headbands
  • Body care items such as creams/lotions/oils/soaps/lip balms etc.
  • Neti pots/nasal catheters
  • Personalised products
What happens when I’ve lost my returns label?
Just drop us an email and we can email another over to you.
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Which payment methods does robynkristen.yoga accept?
We accept payments by PayPal and the following cards: Visa, Mastercard, Maestro and American Express.
When will I be charged for my order?
All orders are charged at point of sale. This means we debit your card or you send us a PayPal payment for the full amount of the order as soon as you complete your order.
What currencies can I pay in?
We accept GB Pounds (sterling).
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Where do I apply a discount code?
You can apply your discount code on your basket page. Please remember to do this before going through the checkout process.
Can I apply a discount code to a past purchase?
No, we are unable to apply promotional codes and discounts to past purchases.
I am a qualified yoga teacher, can I have a discount?
Yes, yoga teachers and trainee teachers qualify for generous discounts, regardless of how much you spend or the number of items in your order. We understand that sometimes you’ll need a large box of stock and at other times, you’ll just need one mat. Just go to Register on the top right of this page, then email us your teacher certificate and we’ll set the account to the correct discount level for you. Please note, your teacher discount cannot be used on top of our wholesale goods discount or any items that are already discounted.
Do you offer wholesale discounts?
Oh yes! We aim to offer you the best prices for all your yoga kit. For excellent value mats and props, you can bulk buy boxes directly from our site. We can also provide you with quotes valid for 30 days for specific orders.
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Can I claim VAT back on my purchase made online?
If you have already placed your order, we will be unable to retroactively refund you the VAT. You will need to claim this back via your normal end of year tax return.
I have a VAT number. How do I avoid being charged for VAT?
If you live in the UK (not including the Channel Islands), we are required by law to charge you VAT.
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I would like to supply goods to robynkristen.yoga. How do I contact the Buying department?
We are always looking to expand our product range and would love to hear from you. Please send us an email to our Purchasing team with some images, a description about your product and pricing indication for us to review.
How do I unsubscribe from your newsletters?
Simply click on the unsubscribe link in the footer of an email you receive, alternatively you can email our marketing team who will manually remove your email address from the robynkristen.yoga mailing list.
I have a question that is not answered here. Will you answer it?
Of course! Please call us on 020 8529 4347 or send us an email. We are here to help, Monday to Friday, 9am to 5pm.
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