How do I start a return? To start a return, select the item you want to send back from your recent purchases in your eBay account and follow the instructions from there
How long do I have to return an item? Returns are the same as our main website - please return within 30 days! We don't have the option of late returns or credit notes as our eBay fulfilment centre is run separately from our main site and warehouse.
What if my item hasn't arrived yet? If your item hasn't arrived yet, firstly, check the delivery information. You can find your item's delivery information by selecting the item in your purchase history.
In the delivery information, you can:
View the estimated delivery date - Your item's estimated delivery date tells you when you should expect to receive the item. If the date hasn't passed yet, your item is probably still in transit.
Make sure your delivery address is correct - If the delivery address you provided during checkout is incorrect, select 'Contact the seller' on the order's delivery information page and see if we're able to cancel the order. If we have already posted the item, we won't be able to change the address. If possible, we recommend trying to collect your package from the original address.
What if my order still hasn't arrived and the estimated delivery date has passed? If the estimated delivery date for your item has passed, and you still haven't received your item, please do let us know. To get started, select the item that's not arrived from your purchase history - follow these steps:
Go to purchase history
Select 'More actions' beside your item and then 'I didn't receive it'
Tick the box beside I want a refund or I want the item
You have the option of adding a message to the seller
Select 'Send request'
What if my order comes after I've opened a case? If your item arrives, you can choose to cancel your case. Here's how to cancel a case:
Go to your 'Purchase history' and find the item
Select 'See request details' on the 'More actions' dropdown menu
Select 'Close your request' and choose your reason from the dropdown menu
It's important to make sure you're certain you want to cancel a case, as you won't be able to re-open it once it's been closed.
Returns Processing Once the returned item is received, the carrier may scan it, however this is not confirmation that we have processed it yet. Please allow up to 10 working days for a return to be fully processed and refunded.
To allow us to process your eBay return, please generate your returns label through the eBay listing that you initially purchased the item from.
If you do not generate this label through eBay, we won't be able to identify your return and process your refund, so please do contact us if you are unsure. Make sure you DO NOT generate your label from our main website.
Let us know if you have any trouble!
eBay & Depop Pricing
Some of our eBay items are discounted discounted compared to our main website and Depop account, this is because we have a larger volume of stock on some eBay items, as well as the consideration that eBay and Depop set different selling fees for us to use their platforms. Garments listen on eBay or Depop should always be the same price or cheaper than our main website, and may be different prices on different platforms depending on if a garment is faulty, end-of-line, a return, or brand new stock! If you have any queries regarding why and item is priced the way that it is, you can get in contact with the relevant team by messaging through the eBay or Depop pages if it's about one of their items, or the dedicated Customer Happiness team by contacting us HERE!
We hope this helps, please let us know if you have any further questions.
We cannot amend orders We are only able to cancel an order if it has not been dispatched yet.
We are unable to provide exchanges We use a separate fulfilment centre to despatch Lucy & Yak Outlet (eBay) orders, so we do not have the ability to implement an exchange process. Please refer to the returns process above.
We do not have a Partial Refund/Faulty Product process Faulty items need to be returned and refunded as per the return process above.
Returns must be generated through eBay As we have separate fulfilment centres for eBay and lucyandyak.com, the returns process is slightly different. If you have ordered via our eBay Outlet, returns labels must be generated through eBay.
International Shipping At present, we are only shipping to the UK. We may open international fulfilment at a later date, be sure to keep checking back!
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