FREQUENTLY ASKED QUESTIONS

CONTACT

who is YCZS Skin care products?

YCZS Skin care products is an official distributor of the brand [comfort zone] skin care products. YCZS Skin care products (formerly Your [comfort zone] Shop) is owned by Room for Beauty, based in The Hague, The Netherlands.

How can I reach you?

YCZS Skin care products can be reached from Tuesday to Saturday 09:30 - 17:30, Friday until 12:00.

Send your e-mail to info@yczs.eu and we will answer your question as soon as possible, usually the same day.

Visiting and postal address:

Stevinstraat 153
2587 ED The Hague
The Netherlands 

Telephone: +31 (0)70 - 33 55 177
Email: info@yczs.eu

How can I ask a question about a product?

Questions or comments about our products and services are very welcome and we will do our best to answer them as fully as possible.

You can contact us at:

Telephone: +31 (0)70 - 33 55 177
mail: info@yczs.eu

I have a complaint. What can I do?

In accordance with the conditions of the Stichting Webshop Keurmerk, we have drawn up a complaints procedure: Complaints about the implementation of the agreement (deliveries, applied discounts) must be submitted to us fully and clearly described within 14 days of receipt of your order.

This can be done via e-mail address info@yczs.eu or by telephone during working days (0031(0)70-3355177).

Complaints submitted to us will be answered within a period of 14 days from the date of receipt. If a complaint requires a foreseeable longer processing time, we will respond within the period of 14 days with an acknowledgment of receipt and an indication when you can expect a more detailed answer. A complaint about a product, service or service from us can also be submitted via a complaint form on the website of the Stichting Webshop Keurmerk: www.keurmerk.info. The complaint will then be sent to both us and Stichting Webshop Keurmerk. If the complaint cannot be resolved in mutual consultation, a dispute arises that is subject to the dispute settlement procedure. For more information see our terms and conditions.

TO ORDER

How can I be sure that my order has been placed?

This answer will be formulated as soon as possible! In the meantime, you can contact us via email address info@yczs.eu or by telephone during working days on +31(0)70-3355177.

How can I cancel my order?

When you want to cancel your order; please send us an e-mail immediately with a cancellation request. If you had already paid, we will refund the amount within 14 days. If your order is already on its way, you must return the package to us. The return shipping costs are then for your account. For more information see our terms and conditions.

My order is a gift.

How nice of you to give a [comfort zone] product as a gift! You can mention this in the comments field when you place the order. Your order will then be wrapped in gift wrap and the invoice/packing slip will not be included in the package.

Order samples

Free samples; how does it work?

Sample sets are available as a personal choice, free of charge when you order your products. We have samples / trial sachets available for most products. These are presented in a set containing a number of sachets under the name of the system. Sometimes a set consists of only one or two sachets. We offer you a wide range of these so that you can get acquainted with all our special products without obligation. The sample set does not always contain all products from a system or line. In the shop you will find information about which sachets are in a set. You cannot order sample sets from that information, you will be given the opportunity at the end of your order. On this page you will find the complete overview of all samples.

How do I order the free samples?

- At the end of your order you will see a button with a dropdown box where you can tick your choice of samples.
- You can order the same number of sample sets as the number of products you ordered.
- Your choice of sample set can always only contain different sample sets.
- If you can't or don't want to make a choice, we can do that for you. You can also indicate in the comments field, for example, which products you are interested in.

I do not want to receive samples with my order

Of course you can also indicate this in the comments field.

 

PAYMENT

How can I pay for my order via the website?

You can pay at YCZS Skin care products in a secure payment environment with Ideal, SOFORT banking, Bancontact/Mister Cash, GIROPAY, PayPal or credit card. The payment traffic of YCZS Skin care products runs via a secure, so-called SSL connection to the international payment platform Mollie. Thanks to this special connection, your payments can be made with maximum security and the protection of your privacy is guaranteed.

The payment via Ideal (for Rabo, ABN Amro, SNS and ING account holders), gives you the opportunity to pay for your order directly via Internet banking.

For payments with PayPal, you can create a free account on the PayPal website. Payments go through the secure payment environment of PayPal, trusted by the guaranteed buyer protection.

YCZS Skin care products has concluded a special 3-D Secure contract for payment with Mastercard, Maestro or Visa. Payments are made via MasterCard SecureCode and Verified by Visa, the most fraud-resistant and safe payment method.

Can I transfer the amount myself?

Yes, you can also choose to transfer the amount yourself from your bank account. Payment must be made to:

Bank account (IBAN): NL21ABNA0624951103
in the name of YCZS Skin care products in The Hague, stating your order number.
BIC code: ABNANL2A

Once payment has been received, your order will be processed.

Can I pay afterwards?

Yes that is possible. For payment afterwards (only within the Netherlands) we use PostNL's COD service. You then pay the invoice amount to the PostNL deliverer. Unlike the other shipping methods and/or payment methods, this service is not free. If you choose this shipping method (only possible within the Netherlands), the cost amount will automatically be added to your order.

Why was my payment declined?

Credit card payments can be declined for a variety of reasons. Has your credit card expired? Have you entered the correct information? The correct CVC code?

If the problem persists, please contact your bank or credit card company.

Are VAT and shipping costs included in the price?

For both domestic and foreign orders, the Dutch VAT rate of 21% is included in the price shown on the website.

The shipping costs depend on the country where the order is delivered and the total amount of the order

For orders from abroad, these are calculated for you in the checkout page.

Orders within the Netherlands

Orders above € 50.00: Free shipping
Orders under € 50.00 : Contribution of € 6.95 in the shipping costs

Can I get an invoice on which the VAT is mentioned separately?

For this you can contact us via email address info@yczs.eu or by telephone during working days on +31(0)70-3355177.

SHIPPING AND DELIVERY

What are the shipping costs?

The shipping costs depend on the country where the order is delivered and the total amount of the order.

Orders within the Netherlands:
Above € 50, - no shipping costs
Under € 50 contribution to shipping costs €6.95

How do I know if my order has been shipped?

You will receive a message from us and/or from the delivery service by email when the order is on its way. You can then track the order via track & trace.

When will my order be delivered?

In principle, we deliver in the Netherlands within 2-4 working days.

Within the European Union, orders are delivered within 3 to 6 working days after payment. Outside the European Union, a longer delivery time may be required.

In the event of force majeure (such as strikes, natural disasters, etc.) we will inform you of the progress and the estimated delay. During the holiday periods (July-August and December) there may be a slight delay due to deliveries from abroad. 

You can always track packages sent outside the European Union via the track & trace number that will be sent to you by e-mail.

Can I track my order?

Yes, then you can. As soon as your order has been shipped, you will receive a track & trace number by e-mail, with which you can track your order online.

What should I do if I have not received my order?

You will receive a track & trace code by email in which you can track your order. If the package is listed as 'delivered' here, and you have not yet received anything, please contact the delivery service. A regularly occurring situation is that it has been delivered to the neighbors, the parcel deliverer will leave a notification in your mailbox.

Can I have my order delivered to a PO box?

No, unfortunately that is not possible. Your order can only be delivered to a physical address.

RETURN

How can I return my order?

Your return shipment must meet the following conditions:

- you place the properly closed products in a sturdy cardboard packaging;
- You enclose the fully completed return form. Download the return form here
- to protect the product, there is sufficient dry filling material in the packaging;
- you send the package to the following address:

YCZS Skin care products
Stevinstraat 153
2587 ED The Hague
THE NETHERLANDS 

- the sender must be clearly stated on the package;
- after shipment we will receive the Track & Trace Code of the package from you by e-mail, so that we can track the package. Send this e-mail to: info@yczs.eu ;
- if your return shipment is missing or damaged on the way from you to YCZS Skin care products, you are responsible for this. We therefore recommend that you return the package insured;
- you will receive a message from us when your package has been received by us.

What are the return conditions?

When purchasing our products, you have the option of dissolving the agreement within a period of 14 days without giving reasons. This cooling-off period starts on the day of receipt of the product. During the cooling-off period, you must handle the product and the packaging with care. You may only unpack the product to the extent necessary to assess whether you wish to keep the product.

PLEASE NOTE: Broken seals, broken, opened jars, tubes, bottles and/or damaged packaging will not be taken back. If you make use of your right of withdrawal, you must return the product to us with all accessories supplied and - if reasonably possible - in the original condition and packaging, in accordance with the reasonable and clear instructions provided by us. When using your right of withdrawal, you will receive the full purchase price plus any paid shipping costs within 14 days after correct receipt of the products. The shipping costs of your return shipment are for your own account. For a full refund of the purchase price, you must send the return shipment to us with sufficient postage. If your return shipment is missing or damaged on the way from you to YCZS Skin care products, you are responsible for this. We therefore recommend that you return the package insured.

I have a complaint about a received product.

In accordance with the conditions of the Stichting Webshop Keurmerk, we have drawn up a complaints procedure: Complaints about the implementation of the agreement (deliveries, applied discounts) must be submitted to us fully and clearly described within 14 days of receipt of your order.

 

This can be done via e-mail address info@yczs.eu or by telephone during working days (0031(0)70-3355177).

 

Complaints submitted to us will be answered within a period of 14 days from the date of receipt. If a complaint requires a foreseeable longer processing time, we will respond within the period of 14 days with an acknowledgment of receipt and an indication when you can expect a more detailed answer. A complaint about a product, service or service from us can also be submitted via a complaint form on the website of the Stichting Webshop Keurmerk: www.keurmerk.info. The complaint will then be sent to both us and Stichting Webshop Keurmerk. If the complaint cannot be resolved in mutual consultation, a dispute arises that is subject to the dispute settlement procedure.

MY ACCOUNT

How can I see the status of my order?

For this you can contact us via email address info@yczs.eu or by telephone during working days on +31(0)70-3355177.

I forgot my password. What should I do?

This answer will be formulated as soon as possible! In the meantime, you can contact us via email address info@yczs.eu or by telephone during working days on +31(0)70-3355177.

How do I create an account?

This answer will be formulated as soon as possible! In the meantime, you can contact us via email address info@yczs.eu or by telephone during working days on +31(0)70-3355177.

Can I also order without creating an account?

Yes, you can of course also place a one-off order.

PRIVACY AND CUSTOMER DATA

How does YCZS Skin care products handle my customer data?

YCZS Skin care products respects your privacy. However, if you order via our website, we need certain information from you in order to process your order or - if necessary - to contact you. We handle this data with the utmost care and respect.

Information collected through YCZS Skin care products is used for three purposes within YCZS Skin care products. First, we collect information to determine how we can improve our website by seeing which environments, features and products are most popular. Second, we collect information to personalize our website for our customers. For example, we can recommend products or options to you based on the products you have previously ordered. Finally, we keep an eye on which domains our visitors come from. We only analyze data collected through YCZS Skin care products internally for trends and statistics. Our customers' personal information is not sold, rented, or transferred to third parties. Personal data is of course protected by our privacy policy and according to the applicable law of the relevant sales area.

Download our full privacy statement here

How safe is ordering through YCZS Skin care products?

YCZS Skin care products has a webshop quality mark, a secure payment environment and a certified SSL connection

What is your cookie policy?

There are different technologies, e.g. cookies, that are used to give you personalized information from a website. A cookie is data that is sent to your browser by a website and is then stored on your system. Some of our pages use cookies or other technologies to provide you with a better service when you next visit our website. For example, we use these cookies to track your clicks as you browse our website, keep track of the items you put in your shopping cart, tell us if you have visited YCZS Skin care products before, and to find out if you have reached our website via a certain link. You can set your browser to notify you when you receive a cookie. This way you can decide for yourself whether or not you accept cookies.

MY QUESTION IS NOT IN THEM!

We do our best to answer all possible questions through this FAQ. If this does not answer your question, please contact us via e-mail address info@yczs.eu or by telephone during working days on +31(0)70-3355177.

You can also use the contact form below. We will answer you as soon as possible, but always within 1 - 2 working days.