Support Center

How Can We Help You Today?

Find answers, request samples, access business resources and connect with the right Yes.sister team for product, order, quality or partnership support.

Browse Help Topics Contact Support

1–2 Business Days Reply

6 FAQ Categories

Care Dedicated Team Routing

01 / Browse Help Topics

Find what you need faster.

Select a topic below to jump directly to the most relevant answers, guidance and next steps.

Orders

Orders & Shipping

Order process, delivery timelines, shipping terms and after-sales support.

View FAQs Samples

Samples

Sample requests, sample timing, custom samples and sample preparation.

View FAQs Products

Product Information

Materials, care instructions, product categories and specifications.

View FAQs Business

Business Support

Wholesale, OEM/ODM, retail partnership and corporate gift questions.

View FAQs Quality

Quality & Certifications

Testing, safety, compliance, inspections and documentation support.

View FAQs Resources

Downloads & Resources

Request company profile, catalogue, brand book and certification documents.

Request Resources After-sales

Returns & After-sales

Defects, shipment damage, replacements, return review and support requests.

Contact Support Workshop

Workshops & Visits

DIY workshops, showroom visits, factory visits and creative event support.

Contact Team

02 / Frequently Asked Questions

Quick answers before you contact us.

Choose a category to find the answer you need. If your question is project-specific, send us a support request below.

Products

What materials are used in Yes.sister products?

We use carefully selected yarns, fillings, accessories and packaging materials based on product category, touch, durability, safety requirements and market needs. For baby or children-related products, material selection and testing requirements are reviewed more strictly.

Are your products suitable for children and babies?

Some Yes.sister products are designed for baby and kids use, while others are decorative, gift or lifestyle products. Please confirm the exact product category before use. For children’s products, we can support relevant testing and documentation such as EN71, ASTM F963, CPC or other market-specific requirements.

Can products be customized with our brand or design?

Yes. We support OEM and ODM projects, including custom colors, materials, patterns, packaging, private label, product concepts and exclusive collections. For custom development, please provide your target market, product direction, expected quantity and timeline.

How should handmade products be cared for?

Most handmade crochet products should be handled gently, kept dry and cleaned according to material and structure. For washable items, gentle hand-washing and air drying are generally preferred. Final care instructions should be confirmed by product type and material composition.

Do you offer seasonal or limited-edition collections?

Yes. We support seasonal collections for Christmas, Valentine’s Day, Easter, Mother’s Day, Halloween, New Year and other key retail moments. Business partners can request seasonal planning support in advance.

Samples

How do I request a product sample?

Submit a support request or sales inquiry with your company information, target market, product category, estimated order quantity and preferred sample direction. This helps our team recommend the most relevant sample path.

Is there a cost for samples?

Sample cost depends on product type, customization level and shipping method. Standard samples and custom samples are quoted differently. For qualified business projects, sample terms can be discussed with the sales team.

How long does sample preparation take?

Existing or standard samples are usually faster to prepare. Custom samples generally require more development time. As a working reference, most new handmade samples need about 7–15 days depending on complexity, materials and approval requirements.

Can I request custom samples with my branding?

Yes. Custom samples can include brand colors, packaging, labels, product structure, pattern changes and exclusive design development. Please share your brand guidelines, moodboard, sketches or reference images if available.

How many samples should I request at one time?

We recommend starting with a focused sample set so evaluation is clear and efficient. For large projects, we can help structure a sample plan by collection, material, price range or target retail scenario.

Orders

What is the minimum order quantity?

MOQ varies by product type, material, customization level and packaging requirements. Standard wholesale, OEM/ODM and corporate gift projects usually have different MOQ structures. Please contact our team for category-specific MOQ guidance.

What payment methods do you accept?

Payment methods and terms depend on order type, destination and cooperation history. Common international trade payment methods can be discussed during quotation and order confirmation.

How long does production take?

Production time depends on product complexity, order quantity, material availability, approval speed and seasonality. Handmade products require careful planning, especially for larger or customized orders.

Can I modify or cancel an order after confirmation?

Changes may be possible before production begins. Once materials are purchased or production has started, changes may affect cost, timeline and feasibility. Please contact your account manager as early as possible.

What if there is a quality issue after delivery?

Please provide photos, quantity details, packaging photos and a clear description of the issue. Our team will review the case and propose a practical solution based on product type, inspection records and order terms.

Shipping

Which countries do you ship to?

We support international shipments for business partners. Shipping options depend on destination, order volume, delivery timeline, product type and customs requirements.

What shipping methods are available?

Common options include express courier, air freight, sea freight and combined logistics solutions. For large wholesale orders, sea freight is often more cost-effective. For urgent samples, express courier is usually preferred.

How do I track my shipment?

Once shipped, tracking details or shipping documents will be provided according to the selected logistics method. For sea freight or bulk orders, our team can provide milestone updates.

Who handles customs and import duties?

Customs duties, import taxes and clearance responsibilities depend on agreed trade terms. We can provide commercial invoices, packing lists and relevant product documents to support customs clearance.

What if my order arrives damaged?

Please photograph the outer carton, inner packaging and damaged products immediately. Contact our support team with your order details so we can review the issue and recommend next steps.

Business

How do I become a wholesale partner?

Start by submitting a sales inquiry or partner application. Please include your company profile, sales channels, target market, product categories of interest and estimated annual volume if available.

What OEM and ODM services do you offer?

We support product concept development, pattern adjustment, custom colors, materials, packaging, private label, exclusive collections and production planning. ODM is suitable when you need product ideas; OEM is suitable when you already have a clear design.

Do you offer corporate gifting solutions?

Yes. We support handmade gifts for employee appreciation, client gifting, brand campaigns, conferences, retail events and seasonal programs. Custom packaging and brand presentation can be developed based on your brief.

Can I become a regional distributor or exclusive partner?

Regional or exclusive cooperation can be discussed for suitable partners with strong market coverage, brand alignment and long-term development plans. Please submit your market profile and cooperation proposal.

Do you support creative workshops and community programs?

Yes. We can support workshop kits, DIY activity materials, retail events, family programs and community-based creative experiences. Project scope depends on location, quantity and event format.

Quality

What certifications can you support?

Depending on product category and target market, we can support documentation and testing related to CE, CPC, EN71, ASTM F963, UKCA and other applicable requirements. Exact documents should be confirmed by product and market.

How do you ensure consistent product quality?

We use material checks, sample approval, in-process control, final inspection, packaging review and batch documentation to improve consistency. Handmade products require clear standards and careful communication before production.

Can I request pre-shipment inspection?

Yes. Buyer-arranged or third-party inspections can be coordinated when required. Please inform us before production completion so inspection timing can be arranged properly.

Are materials ethically sourced and responsible?

We work toward responsible sourcing and long-term supplier relationships. Material choices are reviewed based on safety, quality, touch, product use and partner requirements.

Where can I request certification documents?

Verified business partners can request relevant certification documents, test reports or compliance information through the support request form or the certifications page.

Still Need Help? Contact Us

03 / Resources

Useful documents for business partners.

These materials can help you understand our brand, product universe, quality system and cooperation process. Final files should be provided to verified partners.

Profile

Company Profile

Brand overview, product categories, capabilities and partnership direction.

About Yes.sister

Catalogue

Product Catalogue

Product universe, collection directions, specifications and development options.

Explore Product Universe

Brand

Brand Book

Visual identity, brand principles, tone, creative direction and communication style.

Our Philosophy

Quality

Certification Guide

Compliance overview, certification directions and market documentation support.

View Certifications

Care

Product Care Guide

Care, cleaning and usage guidance for handmade product categories.

Request Care Guide

Workshop

Workshop Guide

Workshop planning, DIY kit support and creative event cooperation information.

Explore Workshops

04 / Support Journey

How we support you.

A clear process helps every question reach the right person and move toward a practical answer.

01

Ask

Submit your question, project details or support request through the right channel.

02

Review

Our team reviews your inquiry and routes it to the most relevant specialist.

03

Respond

We reply with clear information, suggested next steps or questions for clarification.

04

Resolve

We work with you to solve the issue, confirm details or move the project forward.

05

Follow Up

For business and quality-related cases, we continue communication until the outcome is clear.

General Support 1–2 business days

Business Inquiry Priority team routing

Sample Request Dedicated follow-up

05 / Need Personal Assistance?

Talk to the right team.

Every inquiry is different. Choose the contact direction that best matches your question.

Support

General Support

Product questions, order issues, returns, after-sales and general assistance.

support@yessisterco.com

Sales

Wholesale & Sales

Wholesale inquiries, pricing, MOQ, sample requests and business orders.

business@yessisterco.com

Partner

Partnerships & OEM

OEM/ODM development, distribution, retail partnership and corporate gifts.

business@yessisterco.com

Media

Press & Media

Press inquiries, brand assets, interviews and editorial collaborations.

hello@yessisterco.com

Workshop

Creative Workshops

Workshop bookings, DIY kit supply, event programs and community making sessions.

hello@yessisterco.com

Community

Community & Creators

Creator collaborations, community programs and social media partnerships.

hello@yessisterco.com

Submit a Support Request Open Contact Page

06 / Support Request

Send us a message.

Fill in the form and the right team will follow up. For business inquiries, please include your company, product interest, target market, quantity and timeline.

Business inquiries receive priority routing

General support replies within 1–2 business days

Your information is handled confidentially

Contact Support

Send your request through our Contact page.

Include your name, company, order or product reference, issue description, photos or file links, and the outcome you need.

Order number or product reference
Clear description of the question or issue
Photos, videos or document links when relevant
Required timeline and preferred resolution

Open Contact Form Email Support

Most inquiries receive an initial reply within 1–2 business days.

Still Have Questions?

We are always here to help.

Every question matters. Every experience should feel clear, simple and cared for — from first inquiry to final resolution.

Send a Support Request Contact Us