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!
If there’s a problem with your Yaks, please drop our Customer Happiness team an email at email@example.com before you plan to return your item as we should be able to resolve any issues a little quicker for you this way.
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.
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.
If you are a UK 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.
Just take your parcel to your nearest post office and make sure you request and keep a proof of postage receipt for tracking your parcel online.
Returns are currently taking around 10 working days to process once the parcel has been delivered. But you'll receive an email from the returns team as soon as your exchange has been processed.
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.
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 UK 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: each order needs to be returned separately to allow our automated refunds to work!
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, though any items from our Imperfect sales can’t be returned.
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.
If you are returning an order from anywhere outside the UK, 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.
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.
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.
|Australia||Active - Ezi - - Lucy and Yak|
|2/2-4 Federation Way,|
|Canada||Shipero - EZI - - Lucy and Yak|
|5900 14th Avenue|
|ON L3S 4M4|
|Ireland||Coll-8 Logistics - EZI - Lucy and Yak|
|Unit 2, Baldonnell Business Park|
|Italy||IFS - Ezi Returns - Lucy and Yak|
|Via dell'Industria 58/A|
|20037 Paderno Dugnano|
|Poland||Retco - EZI RETURNS - Lucy and Yak|
|ul. Parzniewska 18 bud 2|
|Portugal||MULTISOURCE - EZI - Lucy and Yak|
|Estrada de Santo Antão, 9|
|IC2 – Pavilhão D|
|Spain||DEVO EZI - Lucy and Yak|
|Calle Narcis Monturiol 41|
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.