Returns, exchanges & our 1 Year Quality Promise

Made to be worn. Backed for a year.

We want you to feel brilliant in your Yaks, and confident buying them.

Every eligible Lucy & Yak piece is covered by our one year Quality Promise against manufacturing and material faults.

Fault within 30 days? Return it free for a full refund.

Fault after 30 days and within one year? We'd be happy to offer you a replacement, store credit to use online or in-store, or a partial refund if you'd rather keep your Yaks in circulation and give them a little repair.

Changed your mind? Return eligible pieces within 30 days.

Need another size or colour? UK exchanges are free.

Your Quality Promise is in addition to your statutory rights.

START A RETURN

GET HELP WITH A FAULTY PIECE

🇬🇧   UK returns

Quick guide

I want to…

Cost

Exchange for another size or colour

Free

Return to a participating UK store

Free

Receive store credit

Free + 10% extra

Return by post for a refund

£2.50 deducted from your refund

Return a faulty or incorrect item

Free - Please contact Customer Happiness who can organise this for you.

Change of mind?
You can return eligible items within 30 days.

Need a different size or colour?
UK exchanges are free.

Returning a faulty, damaged or incorrect item?
There is never a return charge.

🇺🇸   USA returns

Quick guide

I want to…

Cost

Return for a refund

$15

We are unable to provide exchanges for international orders.

Change of mind?
You can return eligible items within 30 days.

🌎   Rest of World returns

Quick guide

I want to…

Cost

Return for a refund

Starting from €8.99

We are unable to provide exchanges for international orders.

Change of mind?
You can return eligible items within 30 days

💚   Our 1-Year Quality Promise

We make our Yaks to be worn and loved. If something goes wrong because of a manufacturing, material or workmanship fault, we’re here to help.

If your item has a fault within 30 days

You can choose:

A full refund to your original payment method

A replacement where stock is available

A partial refund if you’d prefer to keep the item and repair it to keep it in circulation 

You won’t be charged return postage for a faulty item.

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If your item has a fault after 30 days and within 1 year

For eligible faults, we’ll offer:

An replacement (subject to availability), or

Credit for the amount originally paid, usable online and in participating Lucy & Yak stores

Where a suitable replacement isn’t available, we’ll normally offer credit.

Quality Promise credit is valid for 24 months from the date it is issued.

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💚    What does our Quality Promise cover?

Our Quality Promise covers faults caused by:

Materials

Manufacturing

Workmanship

It does not cover:

Normal wear and tear

Accidental damage

Damage caused by misuse or incorrect storage

Alterations made by someone else

Damage caused by not following care instructions

Any imperfection disclosed before purchasing an ImPerfect piece

If you’re unsure whether your item is covered, contact our Customer Happiness team and we’ll take a look.

🇪🇺   EU Right to Withdraw

If you bought something from us online while shopping in the European Union, you have a legal right to withdraw from your purchase without giving a reason.

You must tell us that you want to withdraw within 14 days of receiving your order. After telling us, you then have another 14 days to send the relevant pieces back.

This legal right is separate from and included within our more generous 30-day returns policy.

WITHDRAW FROM CONTRACT HERE

What happens when I withdraw?

If your order has not been dispatched, we will try to stop it before it leaves us.

If it has already been dispatched or delivered, you will need to return the relevant pieces. We’ll send you instructions after receiving your withdrawal request.

Pieces should be handled only as much as necessary to inspect or try them on, just as you would in a shop. We may make an appropriate deduction if their value has been reduced by handling beyond this.

Return costs

You are responsible for the return charge shown before purchase and in our returns portal, unless:

The piece is faulty, damaged or incorrect

We agreed to cover the return cost

We did not inform you before purchase that you would be responsible for it

The law in your country requires us to cover it

Your refund

Refunds are made to the original payment method unless you expressly agree to another method. 

Exceptions

The right to withdraw may not apply to:

Clearly personalised or made-to-order pieces

Sealed products that are unsuitable for return for health or hygiene reasons once unsealed

Other products excluded under applicable EU consumer law

These exceptions do not remove your rights if something is faulty.

✍️.  Terms & Conditions

Our standard returns policy is 30 days from the date you received your order. This applies to both online and in-store purchases.

Refunds can only be processed to the original payment methods used to purchase. In the event a Gift Card is used to partially pay for an order, the gift card will be refunded in the first instance before any alternative payment methods are refunded.

Socks, tights, headscarves, headbands, scrunchies, briefs, boxer shorts, earrings, soaps, and Re:Yak packs are non-refundable. 

Swimwear items with hygiene seals must be returned with the seals intact.

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.

No shipping costs or customs charges can be refunded by Lucy & Yak. 

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.

ImPerfect items purchased through our website are eligible for our standard 30 days returns period; however, they are excluded from coverage under our Faults Policy.

Sale items purchased on our website can be returned as usual.

We are not able to honour sale prices retrospectively. Your statutory rights are not affected.

3 for 2 items can be returned individually but will be refunded based on the promotional price paid

Any Re:Yak or Preloved items purchased in store are sold as seen and cannot be returned.

For faulty items, please contact our Customer Happiness team within our 365 day quality guarantee to allow us to investigate.