My account
You can change your password at any time from your account.
Click the profile icon at the top right, select 'My account' then click 'Information'.
You can now change your password and replace it with a new one. Once done, don't forget to click 'Save' or the changes will not be recorded.
Registering is very simple!
Go to www.yuup.it/shop/en, click on the profile icon at the top right and select 'Register'. Fill in the form with the required information and click 'Save' to create your account.
Helpful tips during registration:
• Subscribe to the Newsletter to receive Birthday Vouchers, exclusive offers and promotions.
• If you have a VAT number in the Pet Care sector (e.g. groomer, retailer, or breeder), select the 'I am a professional' option to access exclusive benefits like a dedicated price list.
Once you’ve completed the registration, you’ll be able to start discovering all the benefits reserved for our community right away!
Note: We request your Identification number (field required only for customers residing in Italy) only for identification purposes, in order to avoid cases of namesakes and to ensure the proper management of your account.
The information is not used for tax purposes nor shared with third parties.
You can view and edit your personal data at any time from your account. Click the profile icon at the top right, select 'My account' then click 'Information'. You can now change one or more options, and don’t forget to click 'Save'.
You can view and change your address anytime from your account.
Click the profile icon at the top right, select 'My account', then click 'Addresses'.
You can update, remove, or add new addresses. Be sure to click 'Save'.
You can check all your orders in the 'My Account' section.
Just log in and select 'Order History and Details' to see your full purchase history.
Professionals (groomers, breeders, handlers, and retailers) can register in the dedicated area by selecting 'I am a professional' and entering business data (Identification number, VAT number, Company name) for e-invoicing. The VAT number must be related to the Pet Care sector; otherwise, the order will be canceled and the amount refunded.
Professionals can access special dedicated pricing.
Subscribe
By subscribing to the newsletter, you’ll receive Birthday Vouchers, exclusive offers, and promotions.
You can subscribe during account creation or anytime from 'Your Account' > 'Information'.
Unsubscribe
Go to 'My Account' > 'Information', uncheck 'Sign up for our newsletter' and click 'Save'.
Yes, you can request the deletion of your account at any time.
Here’s how to do it:
- Go to 'My Account' section in your profile, select 'Delete Account';
- Click the red button 'Delete my data';
- Confirm the action;
- Once your account is deleted, you will receive a confirmation email.
Important: Deleting your account will permanently erase all your personal data, including shipping addresses and order history.
If you have just placed an order and you delete your account before the shipment, the order may not be fulfilled correctly, as the necessary delivery information will no longer be available.
In this case, the payment will not be automatically refunded: we invite you to contact our Customer Service as soon as possible (via email at shop@yuup.it or via WhatsApp at +39 320 806 2760) for assistance.
Once completed, this action is irreversible, and it will no longer be possible to recover any information.
Changed your mind? No problem! You can always come back to the Yuup! community by creating a new account, even using the same email, and start enjoying all the dedicated services again.
Yes, deleting your account will permanently remove all your personal data, including:
• Personal and login data
• Shipping and billing addresses
• Order history
• Preferences and discount codes
except for those required to be kept by law for invoicing purposes.
Important: once deleted, no information can be retrieved and the history will no longer be accessible.
My Orders
It's super easy!
Here's how to place an order on our website:
• Find the item you want.
• Select the quantity and add it to your cart by clicking the “Add to Cart” button. You can continue shopping or proceed to checkout.
• If you have a promotional code, click on “Do you have a promo code?”, enter the code and select “Apply”.
• Click the “Go to Payment” button.
• You can then complete the order by logging into your account (if you are already registered), registering and creating your account (if it’s your first purchase), or checking out as a guest by entering the billing and shipping addresses (if different).
• Finally, select the payment method and complete the order.
You will receive a confirmation email and then updates on the status of your order
Of course!
You can enter an address different from your residence. You can also select a preferred GLS Pick-Up Point where your order will be available during their business hours.
Once your order has been shipped, you will receive an email with a tracking link. You can track your shipment in the 'My Account' > 'Order history' section. You will also receive tracking updates via email once the package is handed to the courier.
After placing an order on www.yuup.it/shop/, you will receive a confirmation email at the address provided during checkout.
This email is the official confirmation that the order was successful.
If you don’t receive the email, it means the order was not confirmed. Check your spam or junk mail folder and verify that the payment was completed.
To view your order history, log in to ‘My Account’ > ‘Order history’.
Once confirmed, an order cannot be modified: for logistical and organizational reasons, we do not allow changes or removals of individual items.
You can request a full cancellation and refund, but we recommend contacting us as soon as possible (via email: shop@yuup.it or WhatsApp: +39 320 806 2760), since the order enters processing quickly.
Shipping & Delivery
Delivery takes between 3 to 5 working days after the order and payment have been accepted. Times may vary depending on the geographical area (e.g., islands or remote areas) and traffic or road conditions. If a product is temporarily unavailable, delivery will still be made within 30 days.
Please note that the delivery times mentioned above apply only to addresses within Italy. For international shipments, delivery times may vary depending on the destination region.
Once your order has been shipped, you will receive an email with a tracking link. You can also track your order in the "My Account" > "Order history" section. When your package is handed over to the courier, you’ll receive tracking and shipping updates by email.
Our shipments are handled by GLS or Poste Italiane, depending on the destination and the available service in the area. It is not possible to choose the courier or request a phone notification service.
International shipments are only handled by GLS.
No, delivery times are the same for all orders. Shipping takes 3–5 working days for Italian addresses.
Shipping costs are indicated during checkout and always before placing the order.
• Private Customers Italy: €5 (VAT included), free over €60
• Professionals Italy: €12 + VAT Private
• Customers abroad: €13 (VAT included), free over €100 P
• rofessionals abroad: €15 + VAT
Note: for large items (e.g., grooming tables and washing tubs), a shipping fee of €80 + VAT always applies.
Shipping is free for:
• Private Customers in Italy with orders over €60
• Private Customers abroad with orders over €100
For Professionals, shipping fees are fixed as listed in the FAQ “How much does shipping cost?”
Almost! We deliver throughout Italy, except for Vatican City, San Marino, Campione d’Italia, and Livigno.
Yes! Yuup! also ships to Europe.
Specifically, to the following countries: Austria, Belgium, Bulgaria, Cyprus, Croatia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Czech Republic, Romania, Slovakia, Slovenia, Spain, Sweden.
If your country is not listed, contact our Customer Service (via email shop@yuup.it, phone +39 0444 719637, or WhatsApp at +39 320 806 2760) to check if there is a Yuup! distributor in your area.
Yes, but it depends on the delivery stage: the courier (GLS or Poste Italiane) usually sends notifications via email or SMS with instructions to change the address. If you're unable to manage the change through the courier portals, contact us directly: we’ll notify the courier branch for you.
You can choose from over 29,000 pickup points across Italy, thanks to the combined network of our logistics partners:
- GLS Parcel Shop: over 11,000 pickup points among affiliated shops and participating commercial businesses.
- Poste Italiane Punto Poste Network: over 18,000 pickup points, including:
- Locker: pickup points in the form of automated lockers, available without opening hour restrictions.
- Collect Point: pickup locations such as bars, shops, and partner offices. Please pay attention to the opening hours of the businesses.
- Post Offices: physical Poste Italiane offices. As above, please check the opening hours.
This means you can select the most convenient pickup point among those available from Poste Italiane and GLS near your home, workplace, or along your daily routes. Once you select the pickup point delivery option, simply choose your preferred pickup location directly from the map.
poste italiane pickup points
locker pickup points
GLS pickup points
The time available for pickup depends on the selected pickup point:
- GLS Parcel Shop: up to 10 days to collect your parcel
- Punti Poste / Locker / Collect Point: approximately 3 business days from the moment the parcel arrives at the pickup point
Please note that you will always receive real-time notifications about the status of your order, from order confirmation to the arrival of the parcel at the pickup point.
We recommend collecting your parcel as soon as possible to avoid it being returned to the sender.
If you choose delivery to a Poste Locker or Collect Point, the process is very simple.
- Place your order on yuup.it and select a Locker or Punto Poste as the delivery address.
- Our warehouse prepares the parcel and checks that the weight and dimensions are compatible with the selected locker.
- When the parcel arrives at the selected location, Poste Italiane will send you an email or SMS with pickup instructions.
- In the message you will find a PIN or a QR Code: simply enter or scan it to open the locker and collect your order.
If the selected locker is temporarily full, Poste Italiane will automatically suggest another nearby pickup point.
Please note: the PIN or QR Code is also required for pickup at post offices or Collect Points.
In some cases the parcel may be too large or too heavy for the selected PUDO.
If this happens, our Customer Service team will contact you directly to arrange an alternative delivery address and make sure your order is delivered smoothly and without any issues.
Payments & Gift Cards
Accepted payment methods include:
• PayPal
• PayPal Later (pay in 3 installments)
• Credit Card (Visa, MasterCard, American Express) via Nexi
• Google Pay
• Bank Transfer
• Satispay
• Klarna
Note: Cash on delivery is not available as a payment option.
During checkout, enter the code in the dedicated field "Have a promotional code?" and apply it.
Note: discount codes only work if you are logged into your account; they are not valid for guest checkouts.
Some discount codes have a limited validity, others are not combinable.
Here are the most common cases:
• Birthday Voucher: if you received a Birthday Voucher via email and tried to use it but it wasn’t accepted, it may have expired. Please note that this personalized code is valid for 7 days. Once expired, it cannot be renewed or reissued. Make sure to use it within the 7-day validity period.
• Influencer/Creator Code: each Influencer/Creator has their own code for their community, which cannot be combined. If the code isn’t working at checkout, you may have entered two Influencer/Creator codes. These may also not be compatible with ongoing promotions. If this is not the case, please contact Customer Service at shop@yuup.it, by phone at +39 0444 719637 or via WhatsApp at +39 320 806 2760.
• Welcome Code: you’ll receive it by email after signing up on our website. It’s valid one time only with no expiry. It may not be combinable with other similar discount codes.
It’s a virtual gift voucher in PDF format, sent via email once the purchase is completed. It can be used for any purchase on www.yuup.it/shop/en/.
The GIFT CARD is available in 3 versions: 30€, 60€, and 100€.
Using the Gift Card is very easy:
• Choose your preferred Gift Card (30€, 60€, or 100€) and add it to the cart;
• After purchase, you'll receive it via email as a PDF;
• Print it or forward it via email to the recipient.
Note: if you don’t use the full amount, you will receive a new code with the remaining balance.
If you have a registered professional account, an invoice will be automatically issued for every order.
The invoice is sent to your tax inbox via SDI using the data provided at the time of registration (PEC or unique code). Valid only for customers with an Italian VAT number.
A courtesy copy of the invoice will be sent via email after the order is shipped.
Note: This document has no fiscal value and will not be printed in paper form.
Returns & Refunds
Cosmetica Veneta srl guarantees consumers the right to withdraw from purchased products within 14 calendar days of delivery, without providing any reason and without penalties, as required by the Consumer Code.
To make a return:
- Contact Customer Service through one of the following channels:
• Email: shop@yuup.it with subject “product/item return” or “damaged items”
• Phone: +39 0444 719637
• Whatsapp: +39 320 806 2760 - Ship the package in its original box to:
Cosmetica Veneta Srl – Via Meucci 50/52 – 36057 Arcugnano (VI) – Italy
Important: do not use cash on delivery for return shipping. Returns sent to a different address than the one specified above will not be considered. The returned product must be in a normal state of preservation and intact, in its original packaging, complete with all accessories and any manuals, with nothing missing.
What conditions must the returned product meet?
The right of withdrawal cannot be exercised in the case of:
• Sealed products that have been opened (for hygienic and sanitary reasons).
• Personalized or custom-made products.
• Products that are likely to deteriorate quickly.
For equipment (such as combs or hairdryers), the product must be clean, unused, and in its original packaging.
Who pays for return shipping?
In case of a change of mind, return shipping costs are borne by the customer. If the received product is damaged or defective, we will cover the shipping costs and arrange for a replacement at no additional charge.
A final note: how should the package be packed?
The package must be properly packed and protected for transport. Any damage or loss during shipping is the responsibility of the customer.
The refund will be issued within 14 working days from the “Return Accepted” confirmation email. The time it takes to see the refund on your account depends on your financial institution and the payment method used. Methods include:
• PayPal (visible within 24h)
• Bank transfer to a bank or postal account (processed within 24h of confirmation)
• Klarna
• Satispay
COSMETICA VENETA S.R.L. reserves the right to withhold the refund until it has received the returned products from the customer and verified their integrity.
My Pet Area
It’s a personalized section within your Yuup! account where you can create your dog’s profile to receive product recommendations tailored to their needs.
You can access it from "My Account" > "My Pets".
Go to "My Account" > "My Pets" section" > Add a new pet by clicking the "Start" button.
You’ll be asked to fill in some essential information such as name, breed, coat type, color, age… All fields are mandatory: they help us recommend the most suitable products.
Once completed, click "Save" to finish registration.
Once the profile is created, you can click on "View recommended products" and discover the best ones for your pet, divided into categories:
• Bath time
• Hydration
• Beauty Routine
• Hygiene
• Professional products (for those with more experience or looking for professional-grade results ⭐)
Of course! For each recommended product, you’ll find a button to add it to your cart or to your wish list (your favorites), or you can click it to read the full product page.
Once you’ve made your choices, click the "X" at the top right or the "Back" button at the bottom left to exit the recommended products window and complete your purchase as usual.
Absolutely! Go to "My Account" > "My Pets" > Click on "Edit" under the profile you want to update. Always remember to click “Save” to confirm the changes.
Yes. Go to “My Account” > “My Pets”, click the pencil icon next to the Pet’s name, scroll down and click “Delete”, then confirm. The Pet’s profile will be permanently removed, but you can always create a new one later.
There’s no limit! You can create a profile for each of your pets, each with their own needs. The more, the merrier!
At the moment, the My Pet area is dedicated to dogs.
We’re working on making the experience available for cats too, with a personalized journey just for them.
Contact Us
• WhatsApp: +39 320 806 2760
• Mail: shop@yuup.it
• Phone: 0444 719637 (Monday to Friday: 9:00 AM - 12:30 PM | 1:30 PM - 5:30 PM)
Our team responds personally with care and attention: no automatic replies, just real people ready to listen and help with a smile. Because every customer truly matters to us.
Please note: for support requests, we remind you that our social media channels are dedicated exclusively to product information and their use. For any other inquiry, please contact Customer Service.