RETURNS & EXCHANGE UPDATE 13/07/20
We just wanted to make you aware that returns are still taking up to 14 working days to process at the moment. This is due to our extended returns due to COVID-19 restrictions and our current warehouse policy. We have a reduced team and they are getting through them as fast as possible while remaining safe and socially distant - thank you for bearing with us at this time!
RETURNS & EXCHANGE UPDATE 16/06/20
Good news! We are processing your refunds and exchanges as normal.
The UK is still following social distancing rules as directed by the UK government to mitigate the impact of COVID-19. We will keep you updated on any additional changes.
For all items purchased from 1st March to 15th June 2020 - you will have another 30 days to return/exchange your items with us from the 15th June.
For all all items purchased from the 15th June - you have 30 days to return/exchange from the date that you receive your order.
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 firstname.lastname@example.org
UK Returns are completely FREE for any reason whatsoever.
Please be sure to return your items in the same condition as you received them as we're unable to refund or exchange items that are returned to us in an unsaleable condition.
Returns can take 10-14 working days to process. You can track your return to see if they have arrived with us using the barcode number from our free label.
Click here to return your Lucy & Yaks.
Alternatively, you can use the direct link below:
In your returns parcel, please include a note of your name, order number and whether you'd like an exchange or refund.
Can I exchange an item for a different item?
No, you can only exchange something for the same product in a different size or colour.
What if the item I request to exchange for is out of stock?
If we do not have the item in stock that you ask for in exchange, we will automatically refund you the full the amount.
Can I return something that I bought online to the shop?
Yes absolutely, you can exchange or get a refund. You will need to take your email receipt with you to the store (no need to print, just show it to the shop staff on your phone), we cannot process the return without this, and it must be inside the 30 days.
Can I return something that I bought in the shop via post to the warehouse?
Yes, you can return your item to us for a refund only. Be sure to include your full name, email address and receipt number and write clearly that the item was purchased from Brighton.
Will my shipping fee be refunded?
If you paid for standard shipping on your original order and return the full order, we will refund the shipping cost for you.
If you upgraded to next day or Saturday delivery and return your full order, we will refund the standard shipping cost of £3.50 only.
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. Excessive wear and tear, slip'n'trip damage, spills, clothing that has been caught, mauled by pets, worn while decorating or customised in any way 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