FAQ

Find quick answers about shopping with YIZHUO. If your question is not covered here, contact shop@yizhuo.au. If you already placed an order, include your order number so we can help faster.

Orders

Can I place an order online?

Yes. Add products to your cart and complete checkout through Shopify's secure checkout.

Can I change or cancel my order?

Contact us as soon as possible at shop@yizhuo.au. If the order has not been packed or dispatched, we will try to help. Once an order has been packed, handed to Australia Post, or otherwise processed for delivery, changes may no longer be possible.

What happens if an item is unavailable?

We try to keep product availability accurate, but stock, barcode, listing, or pricing issues can still happen. If we cannot fulfil an item, we may contact you, remove the unavailable item, refund it, or cancel and refund the affected order.

Do you offer wholesale service?

No. We do not provide wholesale service through this store. The YIZHUO Shopify store is for retail online orders.

Payment and pricing

What currency do you use?

All prices are shown in Australian dollars (AUD).

Are taxes included?

Taxes are included where applicable and are shown during checkout and on your order confirmation.

What payment methods are available?

Available payment methods are shown at checkout. Depending on your device and account settings, this may include credit or debit card, PayPal, Shop Pay, Apple Pay, or Google Pay.

Do you store my card details?

No. Payments are handled through Shopify's secure checkout and payment providers. YIZHUO does not receive or store your full card details.

Shipping and delivery

Where do you ship?

We currently ship within Australia only.

When will my order be dispatched?

After we receive your order, we aim to pack and hand it to Australia Post by the end of the second business day. Business days exclude weekends and Australian/Victorian public holidays.

Who delivers my order?

Orders are sent with Australia Post unless we identify a known delivery risk, service restriction, unsafe address, or other issue where another delivery method, manual review, cancellation, or refund is safer.

What does Major Areas mean?

Major Areas are the eligible postcodes in our delivery postcode list. All products receive free standard shipping to these postcodes, with no minimum spend. For other Australian postcodes, fixed weight-based rates apply: Parcel Post up to 22 kg and Express Post up to 5 kg. These are our checkout charges, not live Australia Post quotes. For heavier orders, contact shop@yizhuo.au before ordering. Enter your delivery address to see the options for your order. See our Shipping Policy for more detail.

Why does checkout ask for my address before showing shipping?

Shipping options depend on the destination postcode and the products in your cart. Some remote, rural, oversized, heavy, high-risk, or service-limited destinations may require an additional shipping charge or may be unavailable at checkout.

Can I buy in person or pick up my order?

No. To keep fulfilment efficient and accurate, we do not offer walk-in purchasing, warehouse visits, or customer pickup. Please place orders through the online store.

Orders are normally sent with Australia Post. For very nearby delivery areas, YIZHUO staff may deliver directly when appropriate, but customer pickup is still not available. Thank you for understanding.

Can I use a PO Box, Parcel Locker, or Parcel Collect address?

These addresses may be accepted where Australia Post and checkout rules support them. If we cannot safely deliver to the address provided, we may contact you for another address or cancel and refund the order.

Returns, refunds, and delivery issues

What should I do if my order is damaged, missing, or incorrect?

Contact shop@yizhuo.au as soon as possible with your order number, photos of the parcel and product, and a short description of the issue.

How do returns and refunds work?

Please read our Refund Policy and contact us before sending anything back. We handle refunds and returns in accordance with Australian Consumer Law.

How long can delivery issues be checked?

Please contact us within 1 month of the order date for delivery problems. We do not keep detailed delivery lookup information indefinitely, so for orders older than 1 month we may be unable to retrieve delivery details or provide shipping-related compensation support. This does not limit any rights you may have under Australian Consumer Law.

Accounts and communication

Do I need a customer account to order?

You can complete checkout with an email address. If you use Shopify customer accounts, you may also be able to view your account profile and order history through the account menu.

Where will order emails be sent?

Order confirmation, shipping updates, and support replies are sent to the email address used at checkout. Please check your spam or junk folder if you do not see an expected email.

How do I contact YIZHUO?

Email shop@yizhuo.au or use the Contact page. For order questions, include your order number, product name, and the issue you need help with.