We hope you love your Yaks. But if for any reason you need to return something, don't worry, we've got your back. You've got 30 days from when your order arrives to send it back (*exclusions apply). If you're in the UK, you can even opt for an exchange or store credit instead.
We've extended our returns period for the gifting season - any orders placed from 1st November 2024 can be returned until 31st January 2025!
To start your return, head over to our portal here and enter your order number and email address to get started.
Terms & Conditions
• Socks, tights, headscarves, headbands, scrunchies, briefs, and Re:Yak packs are non-refundable.
• Your return may be rejected if items fail to be in a resaleable condition. Returned items need to be in original condition, unwashed, unworn, with no marks or dirt and with the original tags.
• Any sale or imperfect items purchased in store are sold as seen and cannot be returned for a refund. These items can be exchanged in store, or Re:Yakked.
Sale items purchased on our website can be returned as usual.
• Any Re:Yak or Preloved items purchased in store are sold as seen and cannot be returned.
Frequently Asked Questions
We hope you love your Yaks. But if for any reason you need to return something, don't worry, we've got your back. You've got 30 days from when your order arrives to send it back (*exclusions apply). If you're in the UK, you can even opt for an exchange or store credit instead.
We've extended our returns period for the gifting season - any orders placed from 1st November 2024 can be returned until 31st January 2025!
To start your return, head over to our portal here and enter your order number and email address to get started.
Terms & Conditions
• Socks, tights, headscarves, headbands, scrunchies, briefs, and Re:Yak packs are non-refundable.
• Your return may be rejected if items fail to be in a resaleable condition. Returned items need to be in original condition, unwashed, unworn, with no marks or dirt and with the original tags.
• Any sale or imperfect items purchased in store are sold as seen and cannot be returned for a refund. These items can be exchanged in store, or Re:Yakked.
Sale items purchased on our website can be returned as usual.
• Any Re:Yak or Preloved items purchased in store are sold as seen and cannot be returned.
It's no trouble to return your items to us, you can use our returns portal here! If you have any questions about using this portal, you should be able to find your answers in our FAQ Help Centre - but if you have any trouble and need some further help, you can drop our Customer Happiness team a message here.
I've got a problem with my Yaks, can you help me?
We're sorry to hear you've experienced a fault with your Lucy & Yak items. Please get in touch with our team here or at hello@lucyandyak.com. Make sure to include your order number or receipt and a picture of the fault and we'd be happy to look into the issue for you!
Wondering about return costs?
For returns in the UK, there's a £2.50 fee which you'll be able to pay for upfront in our returns portal. But if you'd rather have store credit or exchange your item, returns are free.
For international returns, the cost starts from €8.99EUR.
You can easily start the return process through our online portal by using the order number from your email receipt. Just a heads up, items purchased in-store are not eligible for exchanges.
Select ‘Gift Return’ and choose whether to exchange it or receive store credit. You'll need the order number, so if you can't get it from the original purchaser, get in touch with us.
We're sorry to say that we're unable to refund any shipping costs or customs fees.
Yes, you can. As a way of saying thanks for your loyalty, we’re offering an extra 10% store credit if you choose this option instead of a cash refund.
If you're in the UK, you can swap your Yaks for a different item or size. Go to our returns portal and select the exchange option. Once your new order ships, we'll email you the tracking details.
If you're not in the UK, we're sorry to say that we're not able to offer international exchanges at this time.
We'll get your refund processed as soon as we receive your return at our warehouse. You can expect to see it within a couple of days.
Sometimes during busier times, it may take up to 10 working days. If you haven't received your refund by then, get in touch with us.
If you choose to have your order delivered to a DPD Parcelshop or InPost locker, just keep in mind that it can't be exchanged. No worries, though – you can always receive store credit and place a new order instead.
Since our returns portal is automated, the store credit or refund amount might differ if you used a voucher for your purchase. If you think there's an error, feel free to get in touch with us, and we'll review your refund for you.
To start a return for your eBay order, simply create a free returns label through the original eBay listing. This will help us process your refund quickly once we receive your return.
Please keep in mind that we're unable to offer exchanges for eBay orders and they can't be returned in-store.
We understand that returning items can be a hassle, but we cannot accept returns on socks, tights, headscarves, headbands, scrunchies, briefs, bikini pants, boxer shorts, earrings, and soaps for hygiene reasons.
To be eligible for a refund, we kindly ask that items be returned in their original condition—unwashed, unworn, clean, and with original tags.
If the item doesn't meet these criteria, unfortunately, we won't be able to issue a refund. However, we're here to help with any questions you may have, so please feel free to get in touch with us.
Yes, you can return your online order in-store within 30 days. Don't forget to bring your order confirmation email with you. Our team will be more than happy to help you out.
It's no trouble to return your items to us, you can use our returns portal here! If you have any questions about using this portal, you should be able to find your answers in our FAQ Help Centre - but if you have any trouble and need some further help, you can drop our Customer Happiness team a message here.
I've got a problem with my Yaks, can you help me?
We're sorry to hear you've experienced a fault with your Lucy & Yak items. Please get in touch with our team here or at hello@lucyandyak.com. Make sure to include your order number or receipt and a picture of the fault and we'd be happy to look into the issue for you!
Wondering about return costs?
For returns in the UK, there's a £2.50 fee which you'll be able to pay for upfront in our returns portal. But if you'd rather have store credit or exchange your item, returns are free.
For international returns, the cost starts from €8.99EUR.
You can easily start the return process through our online portal by using the order number from your email receipt. Just a heads up, items purchased in-store are not eligible for exchanges.
Select ‘Gift Return’ and choose whether to exchange it or receive store credit. You'll need the order number, so if you can't get it from the original purchaser, get in touch with us.
We're sorry to say that we're unable to refund any shipping costs or customs fees.
Yes, you can. As a way of saying thanks for your loyalty, we’re offering an extra 10% store credit if you choose this option instead of a cash refund.
If you're in the UK, you can swap your Yaks for a different item or size. Go to our returns portal and select the exchange option. Once your new order ships, we'll email you the tracking details.
If you're not in the UK, we're sorry to say that we're not able to offer international exchanges at this time.
We'll get your refund processed as soon as we receive your return at our warehouse. You can expect to see it within a couple of days.
Sometimes during busier times, it may take up to 10 working days. If you haven't received your refund by then, get in touch with us.
If you choose to have your order delivered to a DPD Parcelshop or InPost locker, just keep in mind that it can't be exchanged. No worries, though – you can always receive store credit and place a new order instead.
Since our returns portal is automated, the store credit or refund amount might differ if you used a voucher for your purchase. If you think there's an error, feel free to get in touch with us, and we'll review your refund for you.
To start a return for your eBay order, simply create a free returns label through the original eBay listing. This will help us process your refund quickly once we receive your return.
Please keep in mind that we're unable to offer exchanges for eBay orders and they can't be returned in-store.
We understand that returning items can be a hassle, but we cannot accept returns on socks, tights, headscarves, headbands, scrunchies, briefs, bikini pants, boxer shorts, earrings, and soaps for hygiene reasons.
To be eligible for a refund, we kindly ask that items be returned in their original condition—unwashed, unworn, clean, and with original tags.
If the item doesn't meet these criteria, unfortunately, we won't be able to issue a refund. However, we're here to help with any questions you may have, so please feel free to get in touch with us.
Yes, you can return your online order in-store within 30 days. Don't forget to bring your order confirmation email with you. Our team will be more than happy to help you out.