Terms of service
Service & Ordering Guide
Effective Date: March 11, 2026
Store Name: Yukl Shop
Contact WhatsApp: +60169709091
Thank you for visiting Yukl Shop. We are an online store based in Malaysia specializing in Chinese-inspired aesthetics. Although we don't have a physical store, we truly value our connection with every customer. We are committed to providing you with a thoughtful, professional, and heartfelt Eastern aesthetic shopping experience.
This guide covers our service commitments, communication methods, and detailed procedures for ordering, payment, and shipping calculation. Please read it carefully to ensure a smooth interaction with us.
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Part One: Our Services
1. Customer Service Channels
We offer the following communication methods so you can reach us anytime:
· WhatsApp (Preferred): +60169709091
· This is our fastest response channel, we recommend using it first.
· Supports text, images, and video for easy communication regarding order issues or product inquiries.
· Email: yukllaye@gmail.com
· Suitable for more complex inquiries or file transfers.
· Social Media Direct Message:
· Facebook / Instagram: @yuklshop
· (Note: For messages via social media involving personal information or order details, we may guide you to WhatsApp for more secure communication.)
Customer Service Response Hours:
· Monday - Friday: 9:00 AM - 6:00 PM (GMT+8)
· Weekends & Malaysian Public Holidays: Messages may experience delayed replies, but we will address your issue promptly on the next business day.
2. How We Serve You
2.1 Pre-Sales Consultation
· Have any questions about products (size, material, symbolism, usage suggestions)? Feel free to contact us.
· We will provide detailed product descriptions, photos of actual items, or videos (if available) to help you make the best choice.
2.2 Order Support
· If you need to modify your address or add order notes after placing an order (before shipment), please contact us immediately via WhatsApp. We will do our best to assist, but changes may not be possible once the package has been dispatched.
2.3 After-Sales Care
· If you have any questions after receiving your package, please first refer to our Refund and Return Policy. If your situation doesn't meet the return conditions but you still need help, we are happy to listen and find a solution for you.
· Usage Guidance: If you purchased Hanfu or special tea ware and are unsure how to wear or use them, please contact us. We can provide detailed wearing tutorials or usage instructions.
3. Special Service Notes (Must-Read for Cross-Border Shopping)
As we are a cross-border online store serving customers in multiple countries, please pay special attention to the following details:
3.1 Language Support
· We primarily communicate in Chinese (Simplified/Traditional) and English.
· If you require assistance in another language, please let us know when you inquire. We will do our best to provide basic support using available tools.
3.2 Time Zone Response
· Our customer service team is based in Malaysia (GMT+8). If you are in a country with a significant time difference (e.g., US, Canada), messages sent at night will be replied to the following morning. Thank you for your patience.
3.3 Customs Assistance
· International orders may encounter customs clearance issues in the destination country. If you are contacted by customs (e.g., needing additional information, paying import duties), please contact us immediately via WhatsApp. We will do our best to provide necessary supporting documents (like a copy of the commercial invoice), but the final clearance outcome and any incurred fees are the buyer's responsibility.
3.4 Address Accuracy
· Changing an address for a cross-border order is costly. Please ensure your name, address, phone number, and postal code are correct when placing your order. If a package is returned or lost due to an incorrect address provided by the buyer, the buyer is responsible for the reshipping cost or the loss.
4. Complaints and Suggestions
We value every customer's feedback. If you are unsatisfied with our service or have suggestions, please contact us through:
· Escalated Support: If your issue is not resolved in a timely manner, you can send an email to [Your complaint email or same email with "Complaint" in the subject line].
· Genuine Improvement: We take every comment seriously and use them to improve our products and services.
5. Force Majeure
We will do our best to coordinate, but are not liable for compensation for order delays or non-delivery caused by force majeure events such as natural disasters, pandemics, war, international logistics interruptions, or sudden changes in customs policies. We will communicate with you promptly to find a solution together.
6. Our Service Commitment
We promise:
· Not to disclose your personal information (see our Privacy Policy).
· Not to hide product flaws and to honestly describe every Chinese-inspired item.
· Not to be perfunctory with any customer and to treat every inquiry with care.
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Part Two: Ordering & Payment Guide
This section details the complete process from inquiry to receipt.
7. How to Place an Order (Personalized Consultation)
We offer personalized shopping assistance, especially suitable for items like Hanfu and traditional clothing that require careful size confirmation.
Step One: Contact Us via WhatsApp
· Send a screenshot of the item(s) you like (from our website, Facebook, or Instagram) to our WhatsApp: +60169709091
Step Two: One-on-One Consultation
· We will provide detailed information about the product, including craftsmanship and fabric.
· Size Recommendation: Please provide your height, weight, and body characteristics (e.g., shoulder width, bust). We will recommend the most suitable size. If needed, we can also provide photos with actual measurements or wearing suggestions.
Step Three: Order Confirmation
· Once the size and style are confirmed, we will create a personalized order link for you (or record the order manually) and inform you of the item total.
Please Note:
· As this is a manual, one-on-one service, please ensure the style and size are correct before confirming. Once the order enters the preparation process, changes may not be possible.
8. Payment Methods
To serve our global customers, we support the following secure payment methods:
· PayPal: Supports credit/debit card payments; suitable for customers in most countries.
· Stripe: Supports major credit cards (Visa/Mastercard/Amex) and some local payment methods.
· Alipay: Convenient for customers in China and parts of Asia.
Payment Instructions:
· We will send you a payment link or QR code via WhatsApp.
· Please include your order number or name in the payment reference for quick verification.
· Payment Confirmation: After successful payment, please send a screenshot of the payment receipt to us via WhatsApp. We will begin preparing your order upon confirmation.
9. How Shipping Costs Are Determined
As we operate cross-border sales and partner with a consolidation warehouse that calculates shipping based on actual weight and dimensions:
· Shipping costs cannot be determined immediately at the time of order.
· The process is as follows:
1. After you pay for the item(s), we will send your package to our consolidation warehouse.
2. Upon receiving the package, the warehouse will measure its actual weight and volumetric weight (the larger of the two is used) and calculate the exact international shipping cost.
3. We will notify you of the specific shipping cost via WhatsApp.
4. Once you pay the shipping fee, the package will be dispatched from the consolidation warehouse and shipped to your delivery address.
Important Notes:
· This "pay for items first, shipping later" method ensures you are charged the most accurate shipping cost, avoiding overestimation or underestimation.
· If you would like a shipping estimate before ordering, please let us know your country/region and the type of items. We can provide a rough reference price based on past orders (however, the final cost is subject to actual measurement at the consolidation warehouse).
10. Contact Us
If you have any questions, please feel free to contact us via WhatsApp:
· WhatsApp: +60169709091
· Customer Service Hours: Monday - Friday, 9:00 AM - 6:00 PM (GMT+8)
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Thank you for choosing Yukl Shop. Let's explore the profound and vast beauty of Chinese culture together.