Returns

 

Although we hope you love your new Yaks, there may be times when you need to return something to us. Just send your items back to us within 30 days of receiving your order, following the guidelines on this page, and we'll take care of the rest! 

Returns are FREE for U.K. customers. If you are a customer from outside the U.K., please scroll down to the International Returns section of this page.

U.K. Refunds

If you are a U.K. customer and would like to return any items for a refund, please tap here to use our U.K. returns portal

U.K. Exchanges

If you are a U.K. customer and would like to exchange any items, firstly complete the form that came with your order and enclose it in your returns parcel with the item(s) you wish to return. If you no longer have this form, include a note with your full name and order number inside the parcel. Use the original packaging if possible.

Tap this link to generate a free Royal Mail returns label. This can be printed at home, or from a post office using the QR code. Alternatively, use this link to find your nearest label printing branch.

Take your parcel to your nearest post office. Make sure you request and keep a proof of postage receipt, for tracking your parcel online. 

We’ll email you when your return has been processed. This can take up to 10 working days.

Please note:

Tights, briefs, earrings and soaps are non-refundable for hygiene reasons.

Returned items must be unwashed, unworn, with no marks or dirt and with their original tags. Your return may be refused if any items are returned in an unsatisfactory condition.  

If your Yaks develop a fault more than 30 days and less than one year after you received them, please contact us for assistance.

Return In Seconds In The U.K. With 24/7 Inpost Lockers

There’s no printing or label required and you can avoid the usual queues. Just scan. Drop. Done.

InPost Lockers are in handy locations like supermarkets (inc. Tesco, Morrisons and Lidl) and train stations. Find your local locker here.

How it works:

Visit our U.K. returns portal to generate a QR code and package up your items - there’s no need to attach anything to the outside of your parcel.

Scan the code on your phone at the locker

Put your parcel inside and shut the door

When your return is collected from the locker, a label will be applied for you by the courier.

Please note: all items from the same order should be returned in one parcel.

U.K. Returns FAQs

Can I exchange an item for a different item?

We can only exchange like-for-like, for the same product in a different size.

What if my exchange request is out of stock?

If the item is out of stock, we will automatically refund you the full the amount.

Can I return a sale item?

Yes, sale items can be returned for a refund or exchange.

Can I return an item I bought in your shop?

Yes! This can be returned within 30 days, following the instructions above.

Can I return my online order to your shop?

You can return any items to our store, within 30 days. Please show your order confirmation email to the team.

Can I return my Depop purchase?

Yes, you can use the free returns label to return your Depop purchase. Please include your Depop username and Paypal email address, inside the parcel.

Will my shipping be refunded?

If you paid for standard shipping and return the full order, we will refund the shipping cost for you. If you upgraded to next day or Saturday delivery and return your full order, we will refund the standard shipping cost of £3.50 only. 

International Returns

Our international returns process has recently changed. 

If you placed an order from outside the U.K. before January 25th 2023, please follow the instructions at the bottom of this page.

International Orders Placed From January 25th Onwards

If you are returning an order from anywhere outside the U.K. and your order was placed on or after January 25th, please tap here to register your return in our international returns portal. You can arrange your own carrier or use our paid returns service. Whichever option you choose, your return must be registered using the returns portal. See below for more information.

International Returns FAQs

How much does an international return cost?

The cost of returning a parcel from outside the U.K. will vary by country. When you access our international returns portal you will be given the option of arranging and paying for your own return, or using our paid returns service. Whichever option you choose, your return must be registered using the returns portal.

If you choose to arrange your own return, please use a tracked service and obtain an official receipt of postage, in case your carrier loses your return in transit.

If you choose to use our paid returns service, the cost of your return will be quoted in the returns portal and will be deducted from the final amount credited back to you when your return is processed.

Will any import duties be refunded?

We're unable to refund any import duties paid on the original parcel.

Can I exchange an international order?

Unfortunately we cannot currently offer exchanges outside the U.K. But you can of course return your item for a refund and place a new order for the new size/colour.

International Orders Placed Before January 25th 2023

If you are returning an order from outside the U.K. and your order was placed before January 25th, please follow these instructions. 

Customers in the USA, Germany, France, Netherlands, Austria, Belgium, Sweden or Denmark. Please tap here here to use our returns portal

Customers in Australia, Canada, Ireland, Italy, Poland, Portugal, Spain. 

  1. If you would like to return any items, firstly complete the form that came with your order and enclose it in your returns parcel with the item(s) you wish to return. If you no longer have this form, include a note with your full name and order number inside the parcel. Use the original packaging if possible.
  2. Write ‘RETURN’ and your order number on the outside of the parcel.
  3. Use the table below to find the returns depot address for your country. Write the address on the outside of your parcel.
  4. Take your parcel to your nearest post office and send it to the relevant depot. Make sure you keep your proof of postage receipt for tracking your parcel online. Returns fees will vary by country.
  5. We’ll email you when your return has been processed. Please note, this can take up to 6 weeks. If you have any questions, please contact us.
           Country Returns Address
          Australia Active - Ezi - - Lucy and Yak
          2/2-4 Federation Way,
          Mentone
          3194
          Canada Shipero - EZI - - Lucy and Yak
          5900 14th Avenue
          Markham
          ON L3S 4M4
          Ireland Coll-8 Logistics - EZI - Lucy and Yak
          Unit 2, Baldonnell Business Park
          Baldonnell
          D22 XK20
          Italy IFS - Ezi Returns - Lucy and Yak
          Via dell'Industria 58/A
          20037 Paderno Dugnano
          Milano
          Poland Retco - EZI RETURNS - Lucy and Yak
          ul. Parzniewska 18 bud 2
          05-800
          Pruszków
          Portugal MULTISOURCE - EZI - Lucy and Yak
          Estrada de Santo Antão, 9
          IC2 – Pavilhão D
          2440-901 Batalha
          Spain DEVO EZI - Lucy and Yak
          Calle Narcis Monturiol 41
          29603 Marbella
          Malaga

              Rest Of The World Orders Placed Before January 25th 2023

              Customers anywhere else in the world, not listed above. Please tap here here to use our returns portal for all orders placed before January 25th 2023.

              You will be asked to arrange and pay for your own shipping method. Please use a tracked shipping method where possible as you will be liable for any untracked parcels which are lost in transit.