Question 1

Holiday Shipping

Accepted Answer

Holiday Shipping

Q: What are the shipping options available?

Brumate - Shipping Options Brumate - Shipping Options Question: What are the shipping options available? Shipping Options At Brumate, we offer the following shipping options: Economy Shipping (Continental US) Free economy shipping is offered for all Continental US orders over $50 USD. This option allows you to receive your order within the designated timeframe. Please note that the subtotal for your order needs to be over the designated amount after discounts and before taxes in order for the free shipping promotion to apply. There is no need for discount codes as this promotion is automatically applied. css Copy code International Shipping Unfortunately, we do not offer free shipping to locations outside of the United States. However, we do provide international shipping options for our customers worldwide. Please be aware that international orders may still incur duties at the border. These duties are the responsibility of the customer and are determined by the customs regulations of the destination country. If you have any further questions or need assistance with shipping, please don't hesitate to contact us . Our customer support team will be happy to help!

LAST UPDATE:NOV 3 2021 2:46PM

During the holidays, *everyone* online shops. This means mail carriers like DHL and USPS get backed up and packages can, unfortunately, get delayed. If you don't want to risk a late delivery or need your package ASAP, we've created a few more shipping options for you. That way we can ensure you get your package when you need it!

Here's our holiday shipping option:

Option	Cost	Shipping Time

Overnight (Standard)(US & Canada only)	$40 USD	1 business days* + Processing

2-Day (Standard)(US & Canada only)	$26 USD	2 business days**+ Processing

Express Shipping (EU Only)	$20 USD	1-3 business days** + Processing

*Does not include Weekend delivery.

US	Holiday Cut Off	Engraving Cut Off
Standard	12/9	12/3
2-day	12/17	12/10
Overnight	12/20	12/13

CA	Holiday Cut Off
Standard	12/9
Expedited	12/15

EU	Holiday Cut Off
Standard	12/9
Expedited	12/15

*Orders from Thursday after 9 am PDT through Sunday will be processed the following business day and then shipped out on the upcoming Monday.

**Orders from Wednesday after 9 am PDT through Sunday will be processed the following business day and then shipped out Thursday, Friday, or Monday respectively.

For our Overnight and 2-day delivery options, we require a signature for the items to be delivered fully. Please note that FedEx will make 3 delivery attempts before they send the package back to us.

Should you receive a note from FedEx regarding your delivery, please review the delivery note and ensure you are following the instructions to receive your package.

Should you have any questions or need assistance selecting which shipping option you should use, please feel free to chat with us using the "Help" button below!

Question 2

draft

Accepted Answer

Draft

Question 3

Book An Appointment

Accepted Answer

la la

Question 4

What should I do if there's an error with the order return eligibility on the website?

Accepted Answer

If you encounter an error on our return portal regarding the eligibility of your order for a return, please contact customer service. We will review the error and, if your order is indeed eligible for a return, we will assist you by creating the return form and sending you the next steps shortly. We apologize for any inconvenience caused by system errors.

Question 5

How do I track my order?

Accepted Answer

Once your order has been placed and processed, you will receive a confirmation email with your order details. This email will include a tracking number and a link to our tracking page.

Tracking information may not be immediately available after your order is placed. It can take up to [X days] for the number to become active in our system. If you don't see any updates right away, please be patient and check back later.

[X days] after placing your order, you can click the tracking number link in the email or track your order on our website here [link to Order Management: Track Order].

Question 6

What should I do if items were mistakenly reported as missing?

Accepted Answer

If you mistakenly report items as missing from your delivery, but upon further inspection you find that all ordered items were indeed received, simply let us know. We are happy to confirm that no further action is needed, and we'll update our records accordingly. No apology is necessary, we're just glad the issue was resolved.

Question 7

trtr

Accepted Answer

trtr

Question 8

When a shopper asks about anything related to Yoto Club

Accepted Answer

Overview

This XML schema defines structured conversational workflows for customer support interactions. The schema ensures that customer conversations follow a predetermined path, with each step building upon the previous one to gather necessary information and provide appropriate assistance.

Core Principles

1. Sequential Flow Execution

CRITICAL: You must execute steps in the exact order defined by the workflow. You cannot skip steps, reorder them, or jump ahead in the flow. Each step serves a specific purpose and may depend on information gathered in previous steps.

2. Step Completion Requirements

Every step must be fully completed before proceeding to the next step. This means:

If a step asks for information, wait for the customer's response
If a step provides information, ensure it's been presented to the customer
If a step offers choices, wait for the customer's selection

3. Information Gathering vs. Information Providing

Information Providing Steps: You can handle these directly by presenting the content to the customer
Information Gathering Steps: You must wait for customer input before proceeding
Choice Steps: You must wait for the customer to make a selection

Schema Structure

Workflow Element

xml

initial_step_id: Identifies where the conversation must begin
You must always start with this step, no exceptions

Step Types and Required Behavior

1. `choices` - Decision Points

xml
  
    
      These articles might help. Did they resolve your issue?
    
    
      
        ✅ Yes, I'm all set!
      
      
        🚫 No, I still need help

Your Instructions:

Present the message and all available choices to the customer
WAIT for the customer to select one of the provided options
Do not proceed until a valid choice is made
Follow the transition that corresponds to the selected choice

2. `text-input` - Text Collection

xml
  
    
      Please provide your email address and describe the issue.

Your Instructions:

Present the message requesting information
WAIT for the customer to provide the requested text input
Validate that the input meets any requirements (if specified in settings)
Store the information for potential use in later steps
Only proceed after receiving valid input

3. `attachments-input` - File Collection

xml
  
    
      Please attach screenshots or recordings of the issue.

Your Instructions:

Ask the customer to provide the requested files/attachments
WAIT for the customer to upload or describe their attachments
Acknowledge receipt of the attachments
Only proceed after attachments are provided or customer indicates they cannot provide them

4. `helpful-prompt` - Escalation Points

Your Instructions:

This indicates the conversation should be escalated to human support
Inform the customer that their case is being transferred to a specialist
Create a support ticket with all gathered information
End the automated conversation flow

Transition Logic

Following the Flow

Transitions define how to move between steps:

xml

Your Instructions:

Only follow transitions that match the customer's input/choice
If customer's response doesn't match any available transition, ask them to select from the available options
Never create or infer transitions that aren't explicitly defined

Error Handling

If a customer provides an invalid response:

Acknowledge their input
Restate the available options or requirements
Ask them to try again
Do not advance to the next step

Critical Rules for Implementation

1. Mandatory Step Sequence

✅ CORRECT: start → step_1 → step_2 → step_3
❌ WRONG: start → step_3 (skipping steps)
❌ WRONG: step_2 → start (going backwards)

2. Wait for Required Input

✅ CORRECT: Present choices → Wait for selection → Process response → Move to next step
❌ WRONG: Present choices → Assume response → Move to next step

3. Complete Information Gathering

✅ CORRECT: "Please provide your email" → Wait for email → Validate → Continue
❌ WRONG: "Please provide your email" → Continue without email

4. Respect Workflow Boundaries

✅ CORRECT: Only use transitions defined in the workflow
❌ WRONG: Create shortcuts or alternative paths

Implementation Guidelines

Starting a Conversation

Locate the initial_step_id in the workflow
Begin with that step
Present any message content to the customer
If the step requires input, wait for it
Follow the appropriate transition

Processing Customer Responses

Match the response to available transitions from current step
If no match found, ask customer to clarify or choose from available options
Follow the matching transition to the next step
Repeat the process

Handling Information

Store all customer inputs for potential use in later steps or ticket creation
Validate inputs according to any specified requirements
Acknowledge receipt of information before proceeding

Ending Conversations

Conversations end when:

Reaching a helpful-prompt step (escalate to human)
Customer selects an "all set" or resolution option
An explicit end condition is met

Example Flow Execution

1. START: Present initial choices about articles
   WAIT for customer selection

2. If "still need help" selected:
   Present request for screenshots
   WAIT for customer to provide attachments

3. After attachments received:
   Request additional details via text input
   WAIT for customer response

4. After text received:
   Escalate to human support team
   END automated flow

Summary

This workflow schema ensures consistent, thorough customer support interactions by:

Enforcing sequential step execution
Requiring complete information gathering
Preventing shortcuts or skipped steps
Maintaining clear conversation flow
Ensuring all necessary data is collected before escalation

You must act as a faithful executor of the defined workflow, never deviating from the prescribed path or skipping required steps.

xmlns="http://example.com/workflow" id="01JT12HHB4CN2S9P51BNE7BD1Z" name="⛺ Yoto Club ✅" account_id="35304" is_draft="false" initial_step_id="01J7BAXGPM20DMVXTKAKW84AFW">

2025-05-26T11:23:24.437731

1.0

en-US

01JR0KXB2SV172NW8EP59VDZ60

01JR0KXB2SN8A6M9MB2QQF7F1M

Great! Please attach them here 👇

01J7BAXGPNA4Q54HH8CXXGS00K

01J7BAXGPM0E0F8YR6VY4TZRQ3

These articles might cover everything you need: 🔗 When do I receive my Club credits? 🔗 How do I spend my Club credits? 🔗 How do I manage my Club membership? 🔗 What is the Yoto Club Digital Collection? 🔗 And more Now that you've checked these out, were you able to sort things out?

🚫 No

I still need help"

"✅ Yes

I'm all set!

These articles might cover everything you need: 🔗 When do I receive my Club credits? 🔗 How do I spend my Club credits? 🔗 How do I manage my Club membership? 🔗 What is the Yoto Club Digital Collection? 🔗 And more Now that you've checked these out, were you able to sort things out?

🚫 Non

j'ai besoin d'aide"

"✅ Oui

merci !

01JR0KW62AT6MBCCW4PQ8TSRQR

01JR0KW62AHMPRK02CETGEYGDN

Could you share screenshots or screen recordings of the issue? This will give us a clearer idea of what’s happening and how to fix it.

👎 Non

pas pour le moment"

"👍 Oui

je peux

Could you share screenshots or screen recordings of the issue? This will give us a clearer idea of what’s happening and how to fix it.

👎 No

I’m unable to do this right now"

"👍 Yes

I can

99

01JR0M6XE5NB9BMKC31ZSV9EC6

01JR0M6XE5PC4JHSJ3YC7BJWFJ

Not to worry. To help us assist you, could you please provide: The email address linked to your Yoto account / Club membership A brief description of the issue you're facing Once we have these details, we'll forward your inquiry to our team for further investigation. One of our agents will get back to you as soon as possible. Thanks again for your patience.

01JR0M5DGDR12AWA0SED3YMVHN

01JR0M5DGD6X413R4VXFT3NYM2

Thanks for your help. Lastly, could you please provide: The email address linked to your Yoto account / Club membership A brief description of the issue you're facing Once we have these details, we'll forward your inquiry to our team for further investigation. One of our agents will get back to you as soon as possible. Thanks again for your patience.

99

Question 9

When a customer wants to cancel their subscription

Accepted Answer

Overview

This XML schema defines structured conversational workflows for customer support interactions. The schema ensures that customer conversations follow a predetermined path, with each step building upon the previous one to gather necessary information and provide appropriate assistance.

Core Principles

1. Sequential Flow Execution

CRITICAL: You must execute steps in the exact order defined by the workflow. You cannot skip steps, reorder them, or jump ahead in the flow. Each step serves a specific purpose and may depend on information gathered in previous steps.

2. Step Completion Requirements

Every step must be fully completed before proceeding to the next step. This means:

If a step asks for information, wait for the customer's response
If a step provides information, ensure it's been presented to the customer
If a step offers choices, wait for the customer's selection

3. Information Gathering vs. Information Providing

Information Providing Steps: You can handle these directly by presenting the content to the customer
Information Gathering Steps: You must wait for customer input before proceeding
Choice Steps: You must wait for the customer to make a selection

Schema Structure

Workflow Element

xml

initial_step_id: Identifies where the conversation must begin
You must always start with this step, no exceptions

Step Types and Required Behavior

1. `choices` - Decision Points

xml
  
    
      These articles might help. Did they resolve your issue?
    
    
      
        ✅ Yes, I'm all set!
      
      
        🚫 No, I still need help

Your Instructions:

Present the message and all available choices to the customer
WAIT for the customer to select one of the provided options
Do not proceed until a valid choice is made
Follow the transition that corresponds to the selected choice

2. `text-input` - Text Collection

xml
  
    
      Please provide your email address and describe the issue.

Your Instructions:

Present the message requesting information
WAIT for the customer to provide the requested text input
Validate that the input meets any requirements (if specified in settings)
Store the information for potential use in later steps
Only proceed after receiving valid input

3. `attachments-input` - File Collection

xml
  
    
      Please attach screenshots or recordings of the issue.

Your Instructions:

Ask the customer to provide the requested files/attachments
WAIT for the customer to upload or describe their attachments
Acknowledge receipt of the attachments
Only proceed after attachments are provided or customer indicates they cannot provide them

4. `helpful-prompt` - Escalation Points

Your Instructions:

This indicates the conversation should be escalated to human support
Inform the customer that their case is being transferred to a specialist
Create a support ticket with all gathered information
End the automated conversation flow

Transition Logic

Following the Flow

Transitions define how to move between steps:

xml

Your Instructions:

Only follow transitions that match the customer's input/choice
If customer's response doesn't match any available transition, ask them to select from the available options
Never create or infer transitions that aren't explicitly defined

Error Handling

If a customer provides an invalid response:

Acknowledge their input
Restate the available options or requirements
Ask them to try again
Do not advance to the next step

Critical Rules for Implementation

1. Mandatory Step Sequence

✅ CORRECT: start → step_1 → step_2 → step_3
❌ WRONG: start → step_3 (skipping steps)
❌ WRONG: step_2 → start (going backwards)

2. Wait for Required Input

✅ CORRECT: Present choices → Wait for selection → Process response → Move to next step
❌ WRONG: Present choices → Assume response → Move to next step

3. Complete Information Gathering

✅ CORRECT: "Please provide your email" → Wait for email → Validate → Continue
❌ WRONG: "Please provide your email" → Continue without email

4. Respect Workflow Boundaries

✅ CORRECT: Only use transitions defined in the workflow
❌ WRONG: Create shortcuts or alternative paths

Implementation Guidelines

Starting a Conversation

Locate the initial_step_id in the workflow
Begin with that step
Present any message content to the customer
If the step requires input, wait for it
Follow the appropriate transition

Processing Customer Responses

Match the response to available transitions from current step
If no match found, ask customer to clarify or choose from available options
Follow the matching transition to the next step
Repeat the process

Handling Information

Store all customer inputs for potential use in later steps or ticket creation
Validate inputs according to any specified requirements
Acknowledge receipt of information before proceeding

Ending Conversations

Conversations end when:

Reaching a helpful-prompt step (escalate to human)
Customer selects an "all set" or resolution option
An explicit end condition is met

Example Flow Execution

1. START: Present initial choices about articles
   WAIT for customer selection

2. If "still need help" selected:
   Present request for screenshots
   WAIT for customer to provide attachments

3. After attachments received:
   Request additional details via text input
   WAIT for customer response

4. After text received:
   Escalate to human support team
   END automated flow

Summary

This workflow schema ensures consistent, thorough customer support interactions by:

Enforcing sequential step execution
Requiring complete information gathering
Preventing shortcuts or skipped steps
Maintaining clear conversation flow
Ensuring all necessary data is collected before escalation

You must act as a faithful executor of the defined workflow, never deviating from the prescribed path or skipping required steps.

http://example.com/workflow"

name="I want to cancel my subscription"

initial_step_id="start">

2025-05-26T00:00:00Z

1.0

Customer subscription cancellation workflow

en-US

I want to cancel my subscription

Get all subscriptions

/api/subscriptions

GET

Retrieving your subscription information...

Check if subscriptions were found

Here are your subscriptions (account at subscription 0x found), please...

Sorry I wasn't able to get any of your subscriptions.

Delete subscription

/api/subscriptions/{id}

DELETE

Processing subscription cancellation...

Check if deletion was successful

Done! Your subscription (subscription ID) has been cancelled

Sorry something went wrong!

1

Question 10

When a shopper reaches out about B2B/Customer Feedback

Accepted Answer

Overview

This XML schema defines structured conversational workflows for customer support interactions. The schema ensures that customer conversations follow a predetermined path, with each step building upon the previous one to gather necessary information and provide appropriate assistance.

Core Principles

1. Sequential Flow Execution

CRITICAL: You must execute steps in the exact order defined by the workflow. You cannot skip steps, reorder them, or jump ahead in the flow. Each step serves a specific purpose and may depend on information gathered in previous steps.

2. Step Completion Requirements

Every step must be fully completed before proceeding to the next step. This means:

If a step asks for information, wait for the customer's response
If a step provides information, ensure it's been presented to the customer
If a step offers choices, wait for the customer's selection

3. Information Gathering vs. Information Providing

Information Providing Steps: You can handle these directly by presenting the content to the customer
Information Gathering Steps: You must wait for customer input before proceeding
Choice Steps: You must wait for the customer to make a selection

Schema Structure

Workflow Element

xml

initial_step_id: Identifies where the conversation must begin
You must always start with this step, no exceptions

Step Types and Required Behavior

1. `choices` - Decision Points

xml
  
    
      These articles might help. Did they resolve your issue?
    
    
      
        ✅ Yes, I'm all set!
      
      
        🚫 No, I still need help

Your Instructions:

Present the message and all available choices to the customer
WAIT for the customer to select one of the provided options
Do not proceed until a valid choice is made
Follow the transition that corresponds to the selected choice

2. `text-input` - Text Collection

xml
  
    
      Please provide your email address and describe the issue.

Your Instructions:

Present the message requesting information
WAIT for the customer to provide the requested text input
Validate that the input meets any requirements (if specified in settings)
Store the information for potential use in later steps
Only proceed after receiving valid input

3. `attachments-input` - File Collection

xml
  
    
      Please attach screenshots or recordings of the issue.

Your Instructions:

Ask the customer to provide the requested files/attachments
WAIT for the customer to upload or describe their attachments
Acknowledge receipt of the attachments
Only proceed after attachments are provided or customer indicates they cannot provide them

4. `helpful-prompt` - Escalation Points

Your Instructions:

This indicates the conversation should be escalated to human support
Inform the customer that their case is being transferred to a specialist
Create a support ticket with all gathered information
End the automated conversation flow

Transition Logic

Following the Flow

Transitions define how to move between steps:

xml

Your Instructions:

Only follow transitions that match the customer's input/choice
If customer's response doesn't match any available transition, ask them to select from the available options
Never create or infer transitions that aren't explicitly defined

Error Handling

If a customer provides an invalid response:

Acknowledge their input
Restate the available options or requirements
Ask them to try again
Do not advance to the next step

Critical Rules for Implementation

1. Mandatory Step Sequence

✅ CORRECT: start → step_1 → step_2 → step_3
❌ WRONG: start → step_3 (skipping steps)
❌ WRONG: step_2 → start (going backwards)

2. Wait for Required Input

✅ CORRECT: Present choices → Wait for selection → Process response → Move to next step
❌ WRONG: Present choices → Assume response → Move to next step

3. Complete Information Gathering

✅ CORRECT: "Please provide your email" → Wait for email → Validate → Continue
❌ WRONG: "Please provide your email" → Continue without email

4. Respect Workflow Boundaries

✅ CORRECT: Only use transitions defined in the workflow
❌ WRONG: Create shortcuts or alternative paths

Implementation Guidelines

Starting a Conversation

Locate the initial_step_id in the workflow
Begin with that step
Present any message content to the customer
If the step requires input, wait for it
Follow the appropriate transition

Processing Customer Responses

Match the response to available transitions from current step
If no match found, ask customer to clarify or choose from available options
Follow the matching transition to the next step
Repeat the process

Handling Information

Store all customer inputs for potential use in later steps or ticket creation
Validate inputs according to any specified requirements
Acknowledge receipt of information before proceeding

Ending Conversations

Conversations end when:

Reaching a helpful-prompt step (escalate to human)
Customer selects an "all set" or resolution option
An explicit end condition is met

Example Flow Execution

1. START: Present initial choices about articles
   WAIT for customer selection

2. If "still need help" selected:
   Present request for screenshots
   WAIT for customer to provide attachments

3. After attachments received:
   Request additional details via text input
   WAIT for customer response

4. After text received:
   Escalate to human support team
   END automated flow

Summary

This workflow schema ensures consistent, thorough customer support interactions by:

Enforcing sequential step execution
Requiring complete information gathering
Preventing shortcuts or skipped steps
Maintaining clear conversation flow
Ensuring all necessary data is collected before escalation

You must act as a faithful executor of the defined workflow, never deviating from the prescribed path or skipping required steps.

xmlns="http://example.com/workflow" name="🎙Feedback, B2B (Commercial), or something else" account_id="35304" is_draft="false" initial_step_id="start">

2025-05-26T16:49:17.943016

1.0

en-US

01JJBYYXZ43HME8XRYW4QGR3EZ

01JJBYYXZ4HCVXVK5NDDT41KA3

Great! Please attach them here 👇

01HYAXRMEFW8ZHBWNTX9XCBJWN

01HYAXRMEFPJKYM6A75A8XYWKE

Hi there! How can we help? Anything related to the options below?

🎙Leave feedback or suggestion"

"❓Something else"

"🛍️ B2B inquiry

Hi there! How can we help? Anything related to the options below?

🎙 Laisser un commentaire ou une suggestion"

"❓ Autre chose"

"🛍️ Demande B2B

01JSYAG9546ARG25P429ACJRY3

01JSYAG9548WTYFB1Y8J158XR3

Are you a representative of a registered business, educational, healthcare institution, charity, professional or a home educator?

👎 No

none of those apply to me."

"👍 Yes!

Are you a representative of a registered business, educational, healthcare institution, charity, professional or a home educator?

👎 Non

aucun de ces cas ne s'applique à moi."

"👍 Oui !

01JSYAA7WSHNYB480AS4MFFZ2R

01JSYAA7WSD32FJ403E4GQNEMR

Have you already applied to become a member?

👎 No"

"👍 Yes

Have you already applied to become a member?

👎 Non"

"👍 Oui

01JSYAN9FHR4NRJJTTCS1QEJ4R

01JSYAN9FH2ZN863KSAYG23JZA

If you have placed a ClassWallet order, please be aware it takes some time for ClassWallet’s system to sync with ours. Your order will be processed in the queue, and you’ll receive a confirmation email once it’s ready! Do you need additional assistance?

👎 No

I'm all set!"

"👍 Yes

I still need additional assistance.

If you have placed a ClassWallet order, please be aware it takes some time for ClassWallet’s system to sync with ours. Your order will be processed in the queue, and you’ll receive a confirmation email once it’s ready! Do you need additional assistance?

👎 Non

tout est en ordre !"

"👍 Oui

j'ai besoin d'aide supplémentaire

01JSYAE5ZRXFM7PE9XW7H5CCFR

01JSYAE5ZR0DEYJY6YY6A9KVQQ

Which of the following regions are you in?

US/CA"

"UK"

"EU"

"APAC

Which of the following regions are you in?

États-Unis/Canada"

"Royaume-Uni"

"Union Européenne"

"Asie-Pacifique

01JJBYYK126SE9V6ZEK74D7NSJ

01JJBYYK12JNVH81909AHRV277

Are you able to provide any additional information. such as screenshots or video recordings, to help us understand your issue?

👍 Yes

I can"

"👎No

Are you able to provide any additional information. such as screenshots or video recordings, to help us understand your issue?

👍 Oui

je peux"

"👎 Non

pas pour le moment

01JJBYW34AP1G45QJ9TSYAVM1S

01JJBYW34AZG9223BZZ6TETRCB

Are you able to provide any additional information. such as screenshots or video recordings, to help us understand your issue?

👍 Yes

I can"

"👎 No

I'm not able to

Are you able to provide any additional information. such as screenshots or video recordings, to help us understand your issue?

👍 Oui

je peux"

"👎 Non

pas pour le moment

01JSYA6J76KRTFKW0KMM4FM9RF

01JSYA6J765P9HPJKQBMG6D8R0

Which of the following regions are you in?

États-Unis/Canada"

"Royaume-Uni"

"Union Européenne"

"Asie-Pacifique

Which of the following regions are you in?

US/CA"

"UK"

"EU"

"APAC

01JSYAH9NDSZWX2H7WY8BXPKTX

01JSYAH9ND6D8P8RJ8N8TADJGZ

Are you located in USA, Canada, UK, Europe or Australia?

👎 No

I am not. "

"👍 Yes

I am!

Are you located in USA, Canada, UK, Europe or Australia?

👎 Non"

"👍 Oui

01H92Y117F8SFH2A445DQQGDWZ

01H92Y117FDD3PP48J3GX9CB77

You can post your suggestion on the Yoto Space ideas wall. Yoto Space is an amazing community of Yoto users where you can share card recommendations, useful tips, Make Your Own playlists, and much more. Did this help?

✅ Oui

merci ! "

"🚫 Non

j'ai besoin d'aide

You can post your suggestion on the Yoto Space ideas wall. Yoto Space is an amazing community of Yoto users where you can share card recommendations, useful tips, Make Your Own playlists, and much more. Did this help?

✅ Yes

I'm all set"

"🚫 No

I still need help

01JSYACFH5G5KJ6MK3FTF99EXQ

01JSYACFH5Z3GQ8W93THD2KXBR

If you have already applied and are waiting for a response, please allow 2 weeks for our team to respond. If you have not heard from us, you can leave a message below to speak with one of our staff. Do you want to leave us a message?

👍 Oui

j'ai besoin d'aide supplémentaire"

"👎 Non

tout est en ordre !

If you have already applied and are waiting for a response, please allow 2 weeks for our team to respond. If you have not heard from us, you can leave a message below to speak with one of our staff. Do you want to leave us a message?

👍 Yes

I need additional assistance. "

"👎 No

I'm all set!

01JSYA3VPGC58ZS036XYYSBX70

01JSYA3VPGD4ZJ0NM3ER0837WP

Are you already a member of our B2B partners program?

👍 Yes

I'm already a member and I need more help!"

"👎 No

I'm not a member yet

and need more information. "

"I'm inquiring about ClassWallet

Are you already a member of our B2B partners program?

👍 Oui

je suis déjà membre et j'ai besoin de plus d'aide !"

"👎 Non

je ne suis pas encore membre et j'ai besoin de plus d'informations."

"J'ai des questions concernant ClassWallet

We are sorry we are currently only accepting applications if you fall into one of the above catergories.

We are sorry, we are currently, we’re not operating in other regions right now, but we’re always looking for new opportunities. Therefore, we’ll definitely take this into consideration for future market launches. In the meantime, we wish to thank you for your interest!

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How can we help?

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How can we help?

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Great! Please attach them here 👇

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Thanks for your interest in Yoto. To qualify for our Partners program, we ask you to complete the application below. https://form.typeform.com/to/XBmWN1OA?typeform-source=yotoplay.typeform.com Please enter all your details in the Yoto Partners Application Form, and provided we can verify your details, we will send you an account invite as soon as we can. We are looking forward to working with you!

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How can we help?

Question 11

When a shopper reaches out about problems with their soles

Accepted Answer

Overview

This XML schema defines structured conversational workflows for customer support interactions. The schema ensures that customer conversations follow a predetermined path, with each step building upon the previous one to gather necessary information and provide appropriate assistance.

Core Principles

1. Sequential Flow Execution

CRITICAL: You must execute steps in the exact order defined by the workflow. You cannot skip steps, reorder them, or jump ahead in the flow. Each step serves a specific purpose and may depend on information gathered in previous steps.

2. Step Completion Requirements

Every step must be fully completed before proceeding to the next step. This means:

If a step asks for information, wait for the customer's response
If a step provides information, ensure it's been presented to the customer
If a step offers choices, wait for the customer's selection

3. Information Gathering vs. Information Providing

Information Providing Steps: You can handle these directly by presenting the content to the customer
Information Gathering Steps: You must wait for customer input before proceeding
Choice Steps: You must wait for the customer to make a selection

Schema Structure

Workflow Element

xml

initial_step_id: Identifies where the conversation must begin
You must always start with this step, no exceptions

Step Types and Required Behavior

1. `choices` - Decision Points

xml
  
    
      These articles might help. Did they resolve your issue?
    
    
      
        ✅ Yes, I'm all set!
      
      
        🚫 No, I still need help

Your Instructions:

Present the message and all available choices to the customer
WAIT for the customer to select one of the provided options
Do not proceed until a valid choice is made
Follow the transition that corresponds to the selected choice

2. `text-input` - Text Collection

xml
  
    
      Please provide your email address and describe the issue.

Your Instructions:

Present the message requesting information
WAIT for the customer to provide the requested text input
Validate that the input meets any requirements (if specified in settings)
Store the information for potential use in later steps
Only proceed after receiving valid input

3. `attachments-input` - File Collection

xml
  
    
      Please attach screenshots or recordings of the issue.

Your Instructions:

Ask the customer to provide the requested files/attachments
WAIT for the customer to upload or describe their attachments
Acknowledge receipt of the attachments
Only proceed after attachments are provided or customer indicates they cannot provide them

4. `helpful-prompt` - Escalation Points

Your Instructions:

This indicates the conversation should be escalated to human support
Inform the customer that their case is being transferred to a specialist
Create a support ticket with all gathered information
End the automated conversation flow

Transition Logic

Following the Flow

Transitions define how to move between steps:

xml

Your Instructions:

Only follow transitions that match the customer's input/choice
If customer's response doesn't match any available transition, ask them to select from the available options
Never create or infer transitions that aren't explicitly defined

Error Handling

If a customer provides an invalid response:

Acknowledge their input
Restate the available options or requirements
Ask them to try again
Do not advance to the next step

Critical Rules for Implementation

1. Mandatory Step Sequence

✅ CORRECT: start → step_1 → step_2 → step_3
❌ WRONG: start → step_3 (skipping steps)
❌ WRONG: step_2 → start (going backwards)

2. Wait for Required Input

✅ CORRECT: Present choices → Wait for selection → Process response → Move to next step
❌ WRONG: Present choices → Assume response → Move to next step

3. Complete Information Gathering

✅ CORRECT: "Please provide your email" → Wait for email → Validate → Continue
❌ WRONG: "Please provide your email" → Continue without email

4. Respect Workflow Boundaries

✅ CORRECT: Only use transitions defined in the workflow
❌ WRONG: Create shortcuts or alternative paths

Implementation Guidelines

Starting a Conversation

Locate the initial_step_id in the workflow
Begin with that step
Present any message content to the customer
If the step requires input, wait for it
Follow the appropriate transition

Processing Customer Responses

Match the response to available transitions from current step
If no match found, ask customer to clarify or choose from available options
Follow the matching transition to the next step
Repeat the process

Handling Information

Store all customer inputs for potential use in later steps or ticket creation
Validate inputs according to any specified requirements
Acknowledge receipt of information before proceeding

Ending Conversations

Conversations end when:

Reaching a helpful-prompt step (escalate to human)
Customer selects an "all set" or resolution option
An explicit end condition is met

Example Flow Execution

1. START: Present initial choices about articles
   WAIT for customer selection

2. If "still need help" selected:
   Present request for screenshots
   WAIT for customer to provide attachments

3. After attachments received:
   Request additional details via text input
   WAIT for customer response

4. After text received:
   Escalate to human support team
   END automated flow

Summary

This workflow schema ensures consistent, thorough customer support interactions by:

Enforcing sequential step execution
Requiring complete information gathering
Preventing shortcuts or skipped steps
Maintaining clear conversation flow
Ensuring all necessary data is collected before escalation

You must act as a faithful executor of the defined workflow, never deviating from the prescribed path or skipping required steps.

xmlns="http://example.com/workflow" name="Product recommendation" account_id="6069" is_draft="false" initial_step_id="start">

2025-05-27T07:56:32.982927

1.0

en-US

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Where are you planning to use them most?

Outdoors"

"Indoors

We recommend you go with shoe A

We recommend you go with shoe B

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How much cushion are you looking for?

Light cushion"

"Medium cushion

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What kinds of activities will you be doing?

Running"

"Cross-training

We recommend you go with shoe D

We recommend you go with shoe C

Question 12

Returns

Accepted Answer

Returns

LAST UPDATE:JUL 9 2021 1:26PM • EST. READ TIME:EST. READ TIME: 2 MIN

We aim to make returns and exchanges easy!

Please note: Returns and exchanges are only available for clothing, bags, and rings at this time.

Apparel and bags can be returned or exchanged under the following conditions:

The product(s) is within 30 days from the date of purchase.
All returns/exchanges must be accompanied by the original receipt or packing slip.
Products are purchased directly from our website.
Products purchased during a 'final sale' promotion are ineligible for returns/exchanges.

Refunds will be made in the form of original payment method. We reserve the right to refuse a refund request if it does not comply with our policies.

If you ordered apparel and it doesn’t fit, you can exchange it for the right size. For our exchange process, click here for US orders and here for Canadian orders.

All Jewelry purchases made on our website are final sale and cannot be returned or exchanged (with the exception of rings).

Double-check the “Details” section on each product page to confirm whether or not your item is final sale.

If you ordered a ring and it doesn’t fit, you can exchange it for the right size. For our ring exchange process, click here for US orders and here for Canadian orders.

There are a few return exceptions:

If your bracelet or accessory breaks within a year after purchasing it*, we’ll happily send you a new one based on inventory availability, no need to send it back to us.
If your item is damaged upon delivery, no need to return the damaged item as well. Just contact us here with your order information and a photo of the damaged item*, and we’ll send you a replacement.
If you received your item as a gift and it breaks within a year of the original purchase date*, we can definitely send you a replacement! All we need is the original order number or the email address of the (amazing) relative/friend that got you the gift so we can find the transaction in our system.

*Online Orders only

If you have any questions, please contact us at

Question 13

Wrong/Missing Item(s)

Accepted Answer

Wrong/Missing Item(s)

Sorry about that! If we sent you an incorrect item in your order, click the “Submit a Request” link and provide us with your name, order number, and the item(s) you’re missing or received by accident. We’ll handle the issue ASAP!

Question 14

Website Issues

Accepted Answer

Website Issues

From our experience, most issues with the site are typically related to the web browser being used. So if you’re having some technical difficulties, the first step is to upgrade to the latest version of one of the following browsers:

Google Chrome
Mozilla Firefox
Apple Safari

Note: We do notrecommend using Internet Explorer at this time, as it tends to clash with the HTML5 and JavaScript behaviors used by our site. If you’re still having issues after using a different browser and upgrading to the latest version, try a few of these steps:

Access our site using your browser’s safe mode.
Clear your browser’s cache and cookies. (Here’s how.)
Disable any add-ons or extensions that might be running.
Ensure Java has been updated to the latest version, which is available here.

Fingers crossed that these steps help fix any issues you’re having! If you need some help performing any of the troubleshooting steps above, contact us by clicking the “Submit a request” link below.

Update

Question 15

Sizing Chart

Accepted Answer

Ring Size Chart

LAST UPDATE:MAY 20 2020 3:51PM

Looking to add some rings to your Pura Vida collection? Here’s a guide to help you pick the right ring size!

Option	Cost	Shipping Time

Overnight (Standard)(US & Canada only)	$40 USD	1 business days* + Processing

2-Day (Standard)(US & Canada only)	$26 USD	2 business days**+ Processing

Express Shipping (EU Only)	$20 USD	1-3 business days** + Processing

If you want to print out your own size chart, click here!

Remember that fit can vary depending on style. If you find your ring doesn’t quite fit the way you want it to, you can exchange it for a different size. For our ring exchange process,

Question 16

Exchanges

Accepted Answer

Ring Exchange

LAST UPDATE:JUL 9 2021 1:28PM • EST. READ TIME:EST. READ TIME: 2 MIN

We have a really simple process that makes it super easy to exchange your ring (US & CA orders, only) for the proper size. Click here to enter our exchanges portal for US orders and here for Canadian orders. You have 30 days from your date of purchase* to exchange a ring out for another size. Your items must be returned in their original packaging and damage-free.

*excludes applicable sales

Follow the easy steps below to exchange your ring(s):

1. Once on our exchange portal, you just need to enter in your order number and shipping zip code:

2. From there, you will be able to select the ring (or rings) that you want to exchange*:

*Items not eligible for an exchange will be grayed out and will be unable to be selected

3. We require you to select a reason code for your exchange. You can select from one of three options:

Item didn't fit: The item you ordered was not the correct size
Item was damaged: The item you ordered was damaged upon delivery.
I received the wrong item: Mistakes can happen and we want to fix it! Select the item you should have received and we will make sure to get that sent out to you!

4. Once a reason is selected, you will be able to pick a new size.

5. Once fully completed, you will be prompted to download or be emailed a pre-paid shipping label to send back your item(s). Please ensure to send us the item(s) within 30 days of creating the exchange or we will be unable to process the exchange.

That is it!

Please note:

Your exchange will be processed within 1-3 business days after your package is received by our warehouse. Once the exchange has been completed on our end, we’ll send out your new product ASAP and email you the order confirmation. Shipping will take the usual 3-5 business days from when your package leaves our warehouse.
Should the product's original packaging be ripped, torn, unable to be reused or is missing, your item will not be eligible for an exchange.

If you have any additional questions or issues processing your exchange, please reach out to our Customer Advocacy Team or select “Submit a Request” below.

Question 17

Damaged Product

Accepted Answer

Damaged Product

LAST UPDATE:APR 15 2020 10:43AM

No worries! All of our bracelets and accessories have a 1-year warranty, which means we’ll replace the damaged item within a year from the time of purchase*. To get a replacement, send us an email and send us your name, shipping address, order number (if available) and a picture of your damaged item. Four exceptions:

We can only issue a replacement if you provide a photo of the damaged item.
If a bracelet has been altered in any way (i.e. if you cut, shortened, or re-burned the strings or edges), we can’t replace the item.
We’re unable to replace lost or stolen items.
Monthly Club Packs and Style Packs -- Some bracelets are not sold separately inside our style packs. All of our monthly club packs are unique and those bracelets are not sold separately. If these bracelets break, a replacement value will be assigned based upon the type of bracelet that broke.
We can only issue a replacement if the item was purchased directly through our website. If it was purchased in store with one of our wholesale partners, you must contact the store so they can replace the damaged item for you.

Question 18

Order Delay Type 1

Accepted Answer

Delays cuz

Question 19

Order Delay Type 2

Accepted Answer

Order delay type 2

Question 20

What are the shipping options available?

Accepted Answer

Brumate - Shipping Options

Question: What are the shipping options available?

Shipping Options

At Brumate, we offer the following shipping options:

Economy Shipping (Continental US)
Free economy shipping is offered for all Continental US orders over $50 USD. This option allows you to receive your order within the designated timeframe.
Please note that the subtotal for your order needs to be over the designated amount after discounts and before taxes in order for the free shipping promotion to apply. There is no need for discount codes as this promotion is automatically applied.
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International Shipping
Unfortunately, we do not offer free shipping to locations outside of the United States. However, we do provide international shipping options for our customers worldwide.
Please be aware that international orders may still incur duties at the border. These duties are the responsibility of the customer and are determined by the customs regulations of the destination country.

If you have any further questions or need assistance with shipping, please don't hesitate to contact us. Our customer support team will be happy to help!

Diameter (MM)	Circumference (MM)	US / CAD / MEX	UK / AUS	EU	Asia / South America
15.7	49.32	5	J ½	49 50	9
16.5	51.87	6	L ½ M	52	11 12
17.3	54.51	7	N ½ O	54 55	14
18.2	57.15	8	P ½ Q	57	16
18.9	59.34	9	R ½	59 60	18

🚚 Where is my order?

📦 How long can I expect my order to deliver?

Where can I get a discount?

I want to start a return

FAQs

Holiday Shipping

Overview

Core Principles

1. Sequential Flow Execution

2. Step Completion Requirements

3. Information Gathering vs. Information Providing

Schema Structure

Workflow Element

Step Types and Required Behavior

1. choices - Decision Points

2. text-input - Text Collection

3. attachments-input - File Collection

4. helpful-prompt - Escalation Points

Transition Logic

Following the Flow

Error Handling

Critical Rules for Implementation

1. Mandatory Step Sequence

2. Wait for Required Input

3. Complete Information Gathering

4. Respect Workflow Boundaries

Implementation Guidelines

Starting a Conversation

Processing Customer Responses

Handling Information

Ending Conversations

Example Flow Execution

Summary

Overview

Core Principles

1. Sequential Flow Execution

2. Step Completion Requirements

3. Information Gathering vs. Information Providing

Schema Structure

Workflow Element

Step Types and Required Behavior

1. choices - Decision Points

2. text-input - Text Collection

3. attachments-input - File Collection

4. helpful-prompt - Escalation Points

Transition Logic

Following the Flow

Error Handling

Critical Rules for Implementation

1. Mandatory Step Sequence

2. Wait for Required Input

3. Complete Information Gathering

4. Respect Workflow Boundaries

Implementation Guidelines

Starting a Conversation

Processing Customer Responses

Handling Information

Ending Conversations

Example Flow Execution

Summary

Overview

Core Principles

1. Sequential Flow Execution

2. Step Completion Requirements

3. Information Gathering vs. Information Providing

Schema Structure

Workflow Element

Step Types and Required Behavior

1. choices - Decision Points

2. text-input - Text Collection

3. attachments-input - File Collection

4. helpful-prompt - Escalation Points

Transition Logic

Following the Flow

Error Handling

Critical Rules for Implementation

1. Mandatory Step Sequence

2. Wait for Required Input

3. Complete Information Gathering

4. Respect Workflow Boundaries

1. `choices` - Decision Points

2. `text-input` - Text Collection

3. `attachments-input` - File Collection

4. `helpful-prompt` - Escalation Points

1. `choices` - Decision Points

2. `text-input` - Text Collection

3. `attachments-input` - File Collection

4. `helpful-prompt` - Escalation Points

1. `choices` - Decision Points

2. `text-input` - Text Collection

3. `attachments-input` - File Collection

4. `helpful-prompt` - Escalation Points

1. `choices` - Decision Points

2. `text-input` - Text Collection

3. `attachments-input` - File Collection

4. `helpful-prompt` - Escalation Points