We get lots of questions here at Yeo Valley. So many, in fact, that we thought it might be handy to put the ones we hear most often, all in one place. And that place is here.
How do I sign up for an account and bank my Yeokens?
You can find out more about Yeokens, sign up for an account, bank your codes and learn more about the offers via this link.
How do I change my email address on my account and update my password?
Once you are logged into your Yeokens account, you can edit your details (including your password/email address/postcode) on your account page via this link. You will need to be logged in to view this page.
I’ve set up an account, but haven’t received my activation email yet?
Make sure you check your junk or spam folder, as sometimes emails get sent there instead of to your inbox. Please contact firstname.lastname@example.org if you’ve already done this.
What if I’ve forgotten my password?
Not a problem – just click the ‘forgot your password’ link on the sign up page. You’ll find this link underneath the password entry field once you’ve entered your email address.
How can I find my Yeokens balance?
Again, make sure you’re signed in and go to your account page. About halfway down the page you’ll see a section titled ‘Your Yeokens Balance Sheet’. This balance sheet is a mini statement showing how you’ve earned your Yeokens and how you’ve spent them.
How do I sign out of my Yeokens account?
At the top of the page it says ‘view your account’. Click on this and a drop down box will appear where you will see an option to ‘sign out’.
- How do I sign up for an account and bank my Yeokens?
When does Yeokens finish?
Yeokens is a rolling scheme, like many others of this type, and there is no set closing date. However, all codes must be entered within six months of the “use by” date of the product, otherwise they will expire.
Before Yeokens closes, we will give you at least three months’ notice by email and online, and explain how and when to spend your Yeokens.
How many different ways are there to spend your Yeokens?
You can spend your Yeokens in six ways:
- Events in the Valley
- Yeo Valley goodies
- Offers from our friends
- 2-for-1 offers such as great days out and afternoon teas
- Charity donations
- Monthly raffle
You can find out more here.
How do I claim an offer?
Once you’ve banked enough Yeokens, swap them for the offer of your choice.
A message will appear on your screen asking for any further details required (i.e. delivery address, if we need to post your offer out to you).
You will receive a confirmation message on your screen when your claim has been successful, along with an email confirmation.
- When does Yeokens finish?
My code is invalid, how do I enter it?
Please check to ensure that you have entered your code correctly – all Yeokens codes contain letters only, to make it easier for you to enter them on tablets and smartphones, and they are 14 letters long. All codes will contain one of the following letters: C, E, F, H, K, P, T, W, X, Y – no other letters will be used.
If you still can’t enter it, send an email to email@example.com with a photo of your code and we will help you.
Where on the pack do I find my code?
The position of the code depends on the product. Each pack will clearly indicate where you can find your code:
Yogurt Pots: underneath the lid Yogurt 4-Packs: on the reverse of the sleeve Little Yeos 4-Packs: on the reverse of the sleeve Little Yeos 6-Packs: on the reverse of the sleeve 1 Litre Milk: on the reverse of the label 2 Litre Milk: on the bottle underneath the label Cream: underneath the lid Ice Cream: underneath the lid Compote: underneath the lid Butter: underneath the fold
How do I enter my codes?
Go to the Yeokens homepage and hit ‘Enter a Code’, which can be found in the menu at the top of the page or in the page header.
A drop down will appear where you can enter your codes. Remember to hit the ‘Bank Codes’ button to bank the codes you’ve entered.
If you want to enter more codes than there’s space for on your screen, just click ‘I still have more codes’ and more fields will appear.
Once you’re done click the ‘All done?’ button and you’ll return to the Yeokens homepage.
My code is illegible or missing
If your pack has the Yeokens rosette on the front but there is no code, or it is difficult to read please contact us at firstname.lastname@example.org and we will send you a substitute code or add the Yeokens for you.
- My code is invalid, how do I enter it?
How many different charities are there to choose from?
Each quarter, you can donate your Yeokens to one of three charities. Three new charities will be selected each quarter.
How do I donate to my chosen charity?
All you need to do is visit the Charities page to find information on the three charities that have been chosen each quarter. Click the “Donate” button for the charity you wish to donate your Yeokens to and you’ll be asked to select the number of Yeokens you would like to donate, then hit the final ‘Donate’ button.
A confirmation message will appear on your screen when your donation has been received.
How do the charities benefit from my donations?
Each quarter, the charity with the most Yeokens donated will receive £1,500 from Yeo Valley and the two runners-up will receive £1,000 each.
Can I suggest a charity for the next quarter?
Yes, you can – there is a nomination form on the charities page which you need to complete and send back to us.
How will I find out which charities received the donations?
At the end of each quarter, the winners will be announced on our website.
- How many different charities are there to choose from?
The Yeo Valley Shop
Who will deliver my order?
We send everything out using Royal Mail 48 Click & Drop, a Monday-Saturday tracked service (but not one you need to sign for).
When will my order be despatched?
All orders will be sent within a maximum of three working days. When they’re on their way, we’ll send you an email to let you know.
When will I receive my order?
All orders should be delivered within two days of being despatched, so you can expect your order within five working days of placing it.
Can I have my order sent to arrive on the same day?
Sorry, all orders are delivered by Royal Mail 48, so will arrive two days after they are despatched.
How much does delivery cost within the UK?
All postage from the Yeokens shop is free!
Do you offer international delivery?
Unfortunately not. Items in our shop are only available in the UK, including Northern Ireland, the Isle of Man and the Channel Islands.
Will there be an invoice with my order?
We know lots of people buy things from our shop as gifts, so we don’t include an invoice in the package. Instead, we put all of the order information into a handy email, which we send only to the person who did the shopping.
How will my order be packaged?
We want your items to arrive in perfect condition, so we’ve put a lot of effort into getting the packaging right. Each item goes into a fully-sealed envelope, jiffy bag or box, depending on how fragile it is.
Will I have to sign for my order?
Royal Mail 48 Click & Drop is a tracked service, but you won’t need to sign for your items (or be at home, as long as the package fits through your letterbox).
Will my parcel fit through the door?
The apron, shopping bag, tea towel and trolley token should be small enough to be posted through a letterbox. However, the larger items – biscuit tin, cuddly toy cow and water bottle – are likely to be too big to fit and therefore will need someone to be available to take them.
If the parcel doesn’t fit, what happens if I’m not at home?
We’ll try a neighbour first and, if they’re in, we’ll leave you a note saying who has taken delivery of the order. If no one else is available to take the parcel, then a ‘Sorry we missed you’ note will be put through the door with instructions on where to collect the parcel or how to rearrange delivery.
My delivery hasn’t arrived – what do I do?
Please get in touch with our helpful team at email@example.com. They’ll then get in touch with Royal Mail 48 and should have an answer for you quickly. Once the items are with Royal Mail, we aren’t responsible for them – which means we aren’t responsible for any delays. But, if there are any problems, we’ll do our best to let you know as soon as we can. In the event that something gets lost, we’ll raise an investigation with the delivery service to try and locate your order, and fix things for you as soon as possible.
Can I send an order to a different address, for example as a gift?
Yes, of course. When you get to the Checkout page, you’ll see the option to deliver to a different address. Tick this box and another form will appear alongside or below your own billing details, which you can complete with the name and address of the person you’d like to send the items to.
How can I see my order history?
Log in to Yeokens, click on View Your Account, then View Your Shop Order History. Everything will be displayed there.
What happens if I want to change my name and address details after placing my order?
You’ll need to contact us at firstname.lastname@example.org to ask if we can change your details. If your order hasn’t yet been processed, we’ll be able to make the changes for you. However, if it has already been prepared for despatch, it is too late, but we’ll still do our best to help.
I would like to cancel or amend my order. How can I do this?
To cancel or change your order, please contact us at email@example.com and we’ll do our best to make the changes before your item is picked and sent out.
My credit card payment page got stuck and I’m not sure if my payment went through. How can I find out?
Just log in to your Yeokens account, head to View Your Account, then View Your Shop Order History. If you’re still not sure, contact our customer service team at firstname.lastname@example.org. They’ll be able to look at the orders and let you know.
I’ve noticed an error in my order confirmation. What should I do?
If you spot anything wrong with your order, please contact us at email@example.com and we’ll do our best to fix it before your item is picked and sent out. Please note that we are unable to change the items in your order, but if your item hasn’t been picked and sent out, then we can cancel your order and issue a full refund so your order can be replaced.
My order is damaged, incomplete or is not what I ordered. How do I get a refund?
We’re sorry that your item hasn’t arrived as it should have done. Please email firstname.lastname@example.org with your order number and details of the issue and, if possible, any images and we’ll get back to you as soon as possible to resolve things.
How much is a Yeoken worth?
As Yeokens are a virtual currency, we prefer not to allocate a fixed value to them. However, when setting the prices in the shop (Yeokens only, money only and a combination of both) we’ve made sure that each item is competitively priced and represents great value.
Why have you changed the shop and why do I have to spend money now for some items?
We’ve opened our online shop to introduce a range of even better items, that you can now buy with a combination of Yeokens and money, or just using money. We’re still offering the same items for you to buy with your Yeokens, alongside our other Yeokens offers like Visits to the Valley, Offers from our Friends, 2-for-1s and Free Gym Passes.
Are the Apron and Tea Towel made from organic cotton?
Yes they are. You can find full information on all the shop items in the ‘product details’ pages.
What’s the point in me collecting Yeokens now that I can’t use many of them to claim items?
It’s definitely worth you collecting Yeokens! There are heaps of ways for you to spend them – and the offers are just as they were before. All that’s changed is a couple of the Yeokens values for things in our shop. Remember, you can also use your Yeokens for events down here in the Valley, our monthly raffle, charity donations and lots more.
I don’t like any of the items you’ve got.
We’re sorry if there’s nothing today that takes your fancy. We always try to make sure there’s something for everyone, so why not take a look at all the other things you can do with your Yeokens?
- Who will deliver my order?
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