Got a question?

Find your answers here about ordering, delivery, your YESO fragrance ritual and caring for your piece.

Ordering, payments, changes and cancellations

 Purchase & Payments 

How do I place an order?

Browse the collection, choose your preferred design and options, then add your piece to your bag. Follow the checkout steps to complete your purchase.

Once your order has been placed, you'll receive an order confirmation by email.

What payment methods do you accept?

YESO accepts the payment methods available at checkout, including major debit and credit cards and supported digital payment services.

Can I change or cancel my order?

If you need to make a change or cancel an order, please contact us as soon as possible.

Because many YESO pieces are made to order, we begin preparing your piece shortly after purchase. We therefore cannot guarantee that changes or cancellations can be made once production has started.

For the best chance of making a change, please contact us within 24 hours of placing your order.

Can I add a note to my order?

Yes. If you have a special request or need to provide information about your order, you can leave a note during checkout.

For a handwritten gift message, please use the Gift Message option available with your order.

Can I use a discount code?

If you have a YESO discount code, enter it in the designated field at checkout before completing your purchase.

Only one discount code can be applied per order.

Processing times, delivery options and tracking

 Shipping & Delivery 

Where does YESOstudio ship from?

All YESOstudio orders are prepared and dispatched from our studio in London, UK.


Do you ship internationally?

Yes. YESOstudio ships internationally.Available destinations and shipping options are shown at checkout.


Do you offer complimentary UK delivery?

Yes.

Complimentary standard UK delivery is available on orders of £50 or more.

What UK delivery options are available?

For UK orders, we offer tracked delivery options, including:

Standard — Royal Mail Tracked 48

Usually delivered within up to 2 working days after dispatch.

Express — Royal Mail Tracked 24

Usually delivered within 1 working day after dispatch.

Delivery estimates are provided by the carrier and are not guaranteed.

How long does it take for my order to be prepared?

YESO pieces are produced in small batches, with many designs made to order.

Most orders are prepared for dispatch within 1–3 working days.

Larger or more involved orders may require additional preparation time. If there is likely to be a significant delay, we'll contact you.



Will I receive tracking information?

Yes.

Once your order has been dispatched, you'll receive a shipping confirmation email containing your tracking information.

What happens if my parcel is delayed?

Once a parcel has been dispatched, delivery is handled by the selected carrier.

If your parcel appears to be delayed beyond the expected delivery window, please contact us with your order number and tracking details and we'll be happy to help.

What happens if my parcel arrives damaged?

Please contact us as soon as possible after delivery and send clear photographs of both the damaged piece and its packaging.

We'll assess the damage and arrange an appropriate solution.

Do you offer local collection?

Not currently.

How YESO passive fragrance works and what to use

 Products & Fragrance 

What is a passive fragrance diffuser?

A passive diffuser releases fragrance naturally without heat, electricity, water or a flame.

YESO's porous stone pieces absorb fragrance and gradually release it into the surrounding space.



Do YESO pieces arrive scented?

No.

YESO fragrance objects arrive intentionally unscented.

This allows you to choose a fragrance that feels personal to you, whether that's an essential oil, fragrance oil or favourite perfume.



What can I use to fragrance my YESO piece?

You can use suitable essential oils, fragrance oils or perfume/room spray, depending on the particular YESO design.

Always follow the How to Use & Care guidance provided on the individual product page.

How often should I refresh the fragrance?

There is no fixed schedule.

Refresh your piece whenever you feel the fragrance has softened. A few drops or a light mist is generally enough.

The porous stone gradually absorbs and releases fragrance, allowing the ritual to be repeated as often as desired.


Will the fragrance last forever?

No fragrance lasts indefinitely on a passive diffuser.

The duration depends on the type and concentration of fragrance used, how much is applied, the surrounding temperature and airflow, and the size and porosity of the stone.

The beauty of the YESO system is that the piece can be refreshed again and again.



Can I change the fragrance?

Yes.

Because YESO pieces arrive unscented, you can change your fragrance according to your mood, season or space.

If changing between very different fragrances, allow the stone to air before introducing another scent.

Can I use dark-coloured fragrance oils?

We recommend clear or lighter-coloured oils wherever possible.

Darker or strongly coloured oils may leave visible staining on lighter stone surfaces.

Are YESO diffusers safe to use with heat or electricity?

YESO passive diffusers are designed to work without heat, water or electricity.

They should not be heated, placed over a flame or used with electrical diffuser equipment.

Materials, natural variations and caring for your piece

 Care & Materials 

What are YESO pieces made from?

YESO pieces are individually cast from a specialist composite chosen for its stone-like appearance and ability to capture sculptural detail.

Each piece is carefully sanded and hand-finished in our London studio, creating a tactile surface and subtle variations that make every object individual.


Are YESO pieces handmade?

Yes.

Each piece is individually cast, finished and checked by hand in our London studio.

Small variations in colour, texture and surface are a natural part of the process and contribute to the character of each piece.

Why are there small bubbles or variations in my piece?

YESO pieces are individually cast rather than mass manufactured.

Small air bubbles, subtle tonal variations, tiny surface marks and differences in texture may occur during casting and finishing.

These characteristics are a natural part of the handmade process and are not considered defects.

Are YESO pieces waterproof?

YESO pieces are designed for decorative use and fragrance rituals rather than prolonged contact with water. Their resistance to moisture may vary depending on the material, finish and intended use.

Avoid soaking your piece or exposing it to excessive moisture. Please follow the care instructions provided for your specific product.

How should I clean my YESO piece?

Use a soft, dry or slightly damp cloth.

Avoid abrasive cleaning products and harsh chemicals such as acetone or alcohol.

Do not soak the piece or leave it exposed to prolonged moisture.

For fragrance stones, avoid washing the porous surface unless specifically advised.



Can fragrance damage or stain the stone?

Some fragrances, particularly darker or highly pigmented oils, may leave marks on lighter stone surfaces.

Always apply fragrance sparingly and follow the care instructions for your particular product.




Can children use YESO fragrance pieces?

YESO fragrance objects are decorative home accessories and are not toys.

Keep small components, fragrance oils and fragrance materials out of reach of children and pets.

Never leave fragrance oils where they can be accessed or ingested.






Presentation, gift wrapping and gift messages

 Gifting & Packaging 

How will my YESO order arrive?

Every YESO order is carefully wrapped by hand in our London studio.

Standard presentation uses paper-based protective materials, including tissue paper, honeycomb paper and a kraft outer presentation box.

Each order also includes a Ritual Welcome Card and the relevant Product Care Guide.

No pricing information is included inside the parcel.


Is standard packaging included?

Yes.

Standard presentation is included with every YESO order at no additional cost.


Can I add gift wrapping?

Yes.

Signature gift wrapping can be added to your order for £7.99.

Your piece is presented inside a rigid white gift box, finished with YESO tissue, protective honeycomb wrapping, a dark ribbon and the YESO monogram.

Gift wrapping also includes a handwritten gift message.

What happens if I choose gift wrapping?

The gift-wrapped piece is placed inside an outer protective shipping box so that the presentation box remains protected during delivery.



Can I send a gift directly to the recipient?

Yes.

You can enter the recipient's delivery address during checkout.

Because YESO orders are prepared without pricing information inside the parcel, they are suitable for direct gifting.



Where can I see the packaging?

Explore Packaging → 



Returns, damaged items and refunds

 Returns & Refunds 

What is your returns policy?

We want you to be happy with your YESO piece.

If you wish to return an item, please review our full Returns & Refunds Policy for eligibility, timeframes and instructions.

Read Returns & Refunds →

Can I return a made-to-order piece?

Made-to-order items may be subject to specific conditions.

Please review our Returns & Refunds Policy before purchasing if you are unsure whether your item is eligible.



What if I receive the wrong item?

Please contact us as soon as possible with your order number and photographs of the item received.

We'll help resolve the issue.

What if my item is damaged?

Please contact us as soon as possible with clear photographs of the damaged piece and packaging.

We'll review the damage and arrange the appropriate resolution.



Discover YESO

A More Considered Approach to Everyday Fragrance

A favourite fragrance before the day begins. A familiar scent in the room where you unwind. A small detail that makes a guest feel welcome.

The YESO ritual is not about following a strict routine or filling every room with fragrance. It is about choosing a scent you love, placing an object somewhere meaningful and returning to it whenever you wish.

A few drops of essential oil or a gentle mist of room spray transform the sculptural form into an object that engages both the senses and the surrounding space.

There is no fixed schedule and no single right way to enjoy it. Your fragrance can change with your mood, your space or the season.

Each piece arrives unscented. The choice remains yours.

THE YESO RITUAL

Need help? We'd be glad to hear from you


Whether you have a question about a YESO piece, need help with an order or would like to explore working together, we'd love to hear from you.


We aim to respond within 48 hours, often sooner.


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