IMPORTANT RETURNS & EXCHANGE UPDATE
The UK is currently following social distancing and lockdown rules as directed by the UK government to mitigate the impact of COVID-19. We will keep you updated as soon as anything changes.
Good news! We are processing your refunds again.
We can now accept more returns into our warehouse, however if you feel you don’t want to post it back to us yet, our returns policy is still extended up until 30 days after lockdown ends in the UK. We will keep you updated on this.
For any questions, you can also check out our FAQ below or contact our lovely Customer Happiness Team: Beth, Liv & Ash (who are all working from home)at email@example.com
WE NOW HAVE A DOMESTIC RETURNS ADDRESS FOR GERMANY, FRANCE, SPAIN, ITALY, POLAND AND AUSTRALIA***
So you only pay to return to the local returns address ... we'll sort the rest!
You have 30 days to return for a refund from the date you received your order.
Please be sure to return your items in the same condition as you received them as we're unable to refund items that are returned to us in an unsaleable condition.
Please write "RETURN" and YOUR ORIGINAL ORDER NUMBER on the outside of the parcel - this will help speed up the returns process!
Inside the parcel we need your name and order number... This helps us process your refund even quicker.
Return your Lucy & Yaks using the address below for your country:
Ezi Returns - LUCYANDYAK
|France||Ezi Returns – LUCYANDYAK
70 Avenue Jean Jaurès
Bagneres de Luchon
|Spain||IMX - LUCYANDYAK
Calle Diamante 19
P.I. La Ermita
|Italy||Ezi Returns - LUCYANDYAK
Via Ezio Vanoni, 5
20037 Paderno Dugnano
|Poland||Retco - Ezi - LUCYANDYAK
ul. Parzniewska 18 bud 2
|Rest of Europe||Lucy and Yak
Unit 22 Valley Road
BA Trading - EZi - Lucy and Yak
|Rest of World||Lucy and Yak
Unit 22 Valley Road
We don't do exchanges on International orders.
Returns are shipped to the UK every week so please allow 2-4 weeks for your refund and please keep hold of your tracking info.
Briefs, earrings and soaps are non-refundable for hygiene reasons, unless they are faulty.
We have to treat every customer fairly, this means every customer receives exactly the same service every time, without exception. We must stick to the returns policy. We will not refund or exchange outside of this period, without exception. We cannot be responsible for the loss or damage of any returned parcels, so please keep your tracking number.
It can take 5 to 10 days working days for your refund to reach you, depending on your bank.
After the initial returns period, until the first anniversary of your order, you can still return anything that doesn't meet your expectations. (Slip'n'trip damage, spills, clothing that has been caught, mauled by pets or worn while decorating etc doesn't qualify). If you're not happy, we will give you store credit for the amount you paid for that item.
We really are doing our best to make every part of your Lucy & Yak experience as pleasant as possible, however we are processing such high volumes of orders that the flexibility that we would like to offer you is becoming difficult to provide. If you think we can improve or you've been disappointed in any way, please don't hesitate to contact us here and give us chance to resolve any issues.
If you think we're doing an awesome job and want to give us a 5 star review, please leave one on our facebook page here.
Love, Lucy & Chris