Webshop FAQ

Account & login
Why should I create an account?

By creating an account you make the ordering process easier, since you won’t have to enter all of your information every time your order. All your address information will be saved to your account. You can easily view and edit all of your addresses. You can also get an overview of all your previous orders and easily re-order any of them.

I don’t have an account yet, how do I register?

If you click at the icon that looks like a person on the top right corner of the website, you can select ‘create an account’. We will ask you to fill in your basic info (first name, last name, email and password) to be able to create your account.

How do I log in to my account and what can I see once I’m logged in?

Click on the icon at the top right corner of the website. A pop-up window will open up where you can enter your email address and password to log in. Once you are logged in, a pop-up will show your previous orders, your addresses and possible vouchers.

I forgot my password, what do I do?

Click on the icon at the top right corner of the website. Here you can enter your email address and click ‘forgotten?’ above the field to fill in your password. Then you can enter your email address and you will receive an email with instructions. Be sure to check your spam folder if you can’t find the email.

How do I change my address?

Log in and go to “my addresses”. Here you can “add” and/or “edit" an address.

Shipping & delivery

Do you have questions about shipping & delivery? Then you will most likely find an answer here. Do you still have questions afterwards? Don't hesitate to contact us.

How much does the delivery cost? Where do you deliver to?

Your order can be delivered in Belgium and Luxemburg. Unfortunately, deliveries outside these countries are not possible yet as we only deliver refrigerated, and we have no logistic partner that can take care of this in other countries.

When you order more than one case, there is no delivery cost. When you proceed to checkout you will be given the exact delivery cost that applies to your order and address.

What are my delivery options?

Packages can only be delivered to your home or work address. You can also pick up your order at our office in Speldenstraat 1, 9000 Gent after sending an email to shop@yugendrinks.com

If you are not at home at the time of delivery, your order will automatically be offered to your neighbors, and you will receive a letter in your mailbox. If your neighbors aren't home, you will also receive a letter and your products will be stored refrigerated with our logistical partner. You will receive a message to choose a new delivery date. If it can’t be delivered the second time, the package will be sent back to us.

How long will delivery take?

Customers should receive their order within 5 working days if the product was in stock on the moment of order. Generally, delivery is within 3 business days. 

I did not receive my order, what should I do?

If within 2 full business days you have not been informed upon the delivery date, it is possible that something has gone wrong with your order. In this case, please contact us directly by sending an email to shop@yugendrinks.com so we can help you.

I asked to cancel my order, but it was sent anyway. What can I do?

When you receive a confirmation email after canceling your order, it is best to wait until your order arrives at home. If you refuse the product at the door, it will automatically be sent back to us. You can also simply return your order. You can find the return procedure through this link.

How do you ship your products?

We always ship our products refrigerated as Yugen kombucha is not pasteurised. Therefore, we cannot drop off our products at your doorstep when nobody is present to accept them. 

What should I do when my order got damaged during shipping?

We chose our logistics partner very carefully to minimize the chance of damage during shipping. 

In case of damage to your order during shipping, you should inform us within 7 working days via shop@yugendrinks.com. This way we can contact our partner who is responsible for packaging in order to help you solve this issue.

Please include some pictures of the damage to your order. This way it will be quicker and easier for us to help you.

It's best to include pictures of the following:

  • The product itself
  • The general packaging
  • The box in which the product was packaged

After your e-mail we can see if you are eligible for a return shipment at our expense. Don't return your product before you have received an answer from us to your e-mail address. For more information, please look into our Terms and Conditions.

Returns & cancellations

Have you changed your mind? Did the product not meet your expectations? Then you will find all the answers to your questions here.

What is your return policy?

You can simply return your item within 14 days after receiving it without any motivation. Nonetheless, we kindly ask you to mention the return reason, without any obligation. This way, we can keep on improving our goods and services.

Can I return only a part of my order?

Yes. When you want to return your order, you're free to return the full order or only part of your order. You can however only return products in the condition in which they were delivered to you. This means that the goods must be refrigerated at all times (max 7°C). Used products will not be accepted for returns.

Returning products should always be done in the original and undamaged packaging. 

Delivery costs will only be reimbursed if the full order is returned. The costs of the return are not reimbursed.

How do I return an item?

Returning your order can be done quickly and easily. It is best to carefully follow the instructions on this page for the process to go as smoothly as possible.

1. Send us an e-mail (shop@yugendrinks.com) announcing your return. Mention the order number so we can guarantee a quick follow-up.

2. All returns or exchanges must be reported in writing to us. Write the reason(s) why you have returned the products. List necessary details.

3. Put your products, together with the written document, in the box.

4. To return your order, it is necessary to send us the box. The costs of returning are always for your own account.

Returns can be sent to:


Speldenstraat 1

9000 Gent

Alternatively, you can bring it to our office (address mentioned above) during weekdays between 10 and 17h. The goods must be refrigerated at all times (max 7°C).

I have returned an item that I have purchased on the Yugen Webshop. When and how do I get my refund?

If you wish to receive a refund, we kindly ask you to send an e-mail to shop@yugendrinks.com, mentioning the order number and your bank details (IBAN & BIC number). This way, we can process your refund much faster.

We will refund as soon as we have received and processed your return. We aim to complete the refund within 30 working days. When you receive a refund, this will amount to the value of the products ordered. Shipping costs will only be refunded if you return a full order. Shipping costs for returning an order will never be refunded.

Can I track the status of my return?

No, unfortunately you cannot follow the status of the return. Please keep the proof of the return in case something goes wrong, this way we can help you more quickly.

Can I cancel or modify my subscription?

Yes, you have the flexibility to modify or cancel your subscription at any time. To do so, log in to your account and navigate to "My Subscriptions." From there, you can adjust the frequency, change the products, or cancel the subscription altogether. If you encounter any issues or need assistance, please reach out to us at shop@yugendrinks.com.

Purchases & payments

Can't find something on our webshop? Do you not know how to use a discount code, or do you wonder which payment methods we accept? Then you will most likely find an answer here. Do you still have questions afterwards? Don't hesitate to contact us.

How do I order a product in the webshop?
Step 1: Discover

Explore and find the kombucha that you want to order. If you're new to Yugen, our mixed box might by the ideal option for you. Do you already have a specific item in mind? Then use the search bar to navigate to the product quickly and easily.

Step 2: In the shopping cart

Click on the product you desire and type in the number of boxes you wish to receive. Put the product in your shopping cart afterwards by clicking on "Add to cart". If you want to buy more products, then you can keep on navigating. The previously added products will remain in your shopping cart when you add a new product.

Step 3: Get to checkout

When you are done exploring, go to the shopping cart by clicking on the shopping bag icon at the top right. Make sure your order is correct and then click on " Checkout".

Step 4: Checkout

Do you already have an account? Then sign in and follow the instructions on the screen.

If not, then you have two options:

  1. Register and check-out: When you create an account, you will be able to consult your order on the website. You will also be able to re-order more smoothly afterwards because your details will be stored in your account.
  2. Check out as a guest: It's also possible to pay without an account, but then you can no longer consult your order on the webshop and you will only receive information through e-mail. In addition, items ordered without an account cannot be linked to a new account afterwards. It is therefore recommended to create an account when you place your first order.
How do I use a discount code?

Start by filling your shopping basket with the items you desire. Then go to the shopping cart by clicking on the icon at the top. Then fill out all the delivery information and click “Proceed to payment”. Next to the overview of your products you will find a field in which you can enter the discount code. Fill in your code and click on apply. If you entered a valid code, your discount will be shown immediately. Only one code can be entered per order.

How do I know you have received my order?

We will send you a confirmation e-mail when we have received your order. Don't forget to browse through your unwanted e-mails if you do not find the confirmation immediately.

How accurate are product prices and descriptions?

We do our utmost best to communicate the product data as accurately as possible, but we are not liable for the advice we provide, printing and typing errors on the website or technical data provided by suppliers or producers. For more information about this you can go to the "product information" section of the Terms and Conditions.

Will sold-outs items become available again?

Has the item you had in mind suddenly disappeared from the webshop? There is a good chance that the product will be available again in the shortest possible time.

Can I order in large quantities?

Yes. However, if you are representing a business, you should contact us rather than ordering through this consumer-oriented platform.

Can I make changes to my order?

If after you placed an order, you find another item you want to have, you will have to follow the order procedure again. That is why it is smart to create an account, in this way a second order will go a lot faster.

Is my privacy respected when I place an online order?

Your privacy is very important to us; therefore, we communicate openly and transparently about how we handle your personal data. You can read our privacy policy for more information. (juiste link plaatsen)

Which payment methods are available?

You can pay on the webshop using KBC, Belfius, Bancontact. It is currently not possible to pay via bank transfer. For orders including a subscription only credit cards (Visa and Mastercard) will be accepted.

Can I pay by bank transfer?

No, payment by bank transfer is currently not possible. You can pay on the webshop using KBC, Belfius, Bancontact.

Do I have to pay customs charges on my order?

No, ordering is only possible within Europe, so customs charges do not apply.

Do the prices include VAT?

Yes, the prices include VAT, unless specified otherwise.

Is there a minimum order price?

There is no minimum order price, but the delivery might be free for your region if your order is above a certain amount. Find out the conditions linked to your region here. (juiste link plaatsen)

Is it possible to receive an invoice?

Keep in mind, an invoice is only possible with an order of at least 100 euros excluding VAT. If you wish to receive an invoice, please mention this in the comment box while making your order. 

Is it safe to pay online?

We work with the reputable partner called Mollie for online payments. Mollie ensures that everything runs smoothly. itis one of the market leaders in e-commerce and guarantees 100% secure payments. You can find more information in the ‘Terms and Conditions’ section.

Why Subscribe?

Experience the convenience of having your favourite Yugen kombucha delivered right to your doorstep without the hassle of placing an order every time. Plus, enjoy exclusive discounts and benefits only available to our subscribers.

How does the Subscription Work?
  1. Choose Your Kombucha: Select from our range of delicious flavours.
  2. Set Your Frequency: Decide how often you'd like your delivery “ weekly, bi-weekly, or monthly.
  3. Sit Back & Relax: We'll handle the rest, ensuring your kombucha is delivered fresh and on time.

If you would like a more detailed explanation of how the subscription works you can download this document: (link document)

Benefits of Subscribing:
  • Exclusive Discounts: Save on every order with our subscription pricing.
  • Flexibility: Pause, modify, or cancel your subscription anytime.
  • Priority Access: Get early access to new flavours and limited-edition releases.
Managing Your Subscription:

To view, pause, or modify your upcoming orders, simply log in to your account and click “My Subscriptions”. If you encounter any issues, please don't hesitate to email us at shop@yugendrinks.com.

Payment for Subscriptions:

Subscriptions require a credit card (Visa or Mastercard) for recurring payments. Your card will be charged based on the frequency you choose. Rest assured, all payments are secure, and we work with trusted partners to ensure your data's safety.

Skipping Deliveries:

Going on a holiday or just want to take a break? No problem! You can skip deliveries anytime by accessing your subscription settings in your account.

Subscription Renewals:

Your subscription will auto-renew based on the frequency you've chosen. We'll send you a reminder email a few days before each renewal.


You can cancel your subscription anytime without any penalties. Just ensure you cancel before the next renewal date to avoid being charged for the next cycle.

What happens if a product in my subscription is out of stock?

If a product in your subscription is temporarily out of stock, we will notify you in advance and provide alternative options or adjust the delivery date.

Can I combine subscription orders with one-time purchases?

Yes, you can add one-time purchase items to your cart along with your subscription products. They will be delivered together based on your chosen subscription frequency.

Will I be notified before each delivery?

Yes, we'll send you a reminder email a few days before each scheduled delivery, so you know when to expect your kombucha.

Is there a commitment period for the subscription?

No, there's no long-term commitment. You can cancel or modify your subscription anytime.

Do I get to choose the flavours in my subscription, or is it a set mix?

You have the flexibility to choose your preferred flavours. If you want variety, you can also opt for our mixed box, which offers a curated selection of our best-selling kombuchas.

Are there any exclusive flavours or products for subscribers?

From time to time, we might release exclusive flavours or offer early access to new products for our subscribers. We'll keep you updated via email!

How do I update my payment information for the subscription?

Log in to your account, go to "My Profile," and there you'll find an option to update your payment details.

What happens if my payment fails?

If a payment fails, we'll notify you via email and attempt to process the payment again in a few days. If the payment continues to fail, your subscription may be paused until the issue is resolved.

Can I set a specific delivery date for my subscription orders?

While we aim to deliver based on your chosen frequency, if you have a specific date in mind, please contact our customer service, and we'll do our best to accommodate your request.

Yugen Kombucha
EN | NL | FR
Shameless Promo
Webshop FAQ
Yugen VAT number: BE0721.820.447