International Returns

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,
          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
          D22 XK20
          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
          2440-901 Batalha
          Spain DEVO EZI - Lucy and Yak
          Calle Narcis Monturiol 41
          29603 Marbella

              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.