Answers to questions about ordering and our website

<div data-icon="gpicon-textblock" data-id="1690810810385-1" data-label="Text Block" data-sanitized-data-icon="gpicon-textblock" data-sanitized-data-id="1690810810385-1" data-sanitized-data-label="Text Block" data-sanitized-data-tool="0" data-sanitized-data-ver="1" data-tool="0" data-ver="1">You may spot some fraudulent social media advertisements and unauthorised websites that appear to be selling Lucy and Yak products at a discount price. These sites are using our imagery and branding, along with copies of our social media posts and reels - so they can look quite convincing!These fake imitation sites do not sell legitimate Lucy and Yak products and are not connected to our brand in any way. As such, we&apos;d strongly suggest that you do not click through any links from these fraudulent advertisements, make any purchases or share any information with these sites. It&#x2019;s a good idea to be extra vigilant as several other independent brands have recently fallen victim to these copycat sites, so remember to be careful online!Make sure you keep an eye out for the official &apos;lucyandyak.com&apos; URL and be aware of any stores with suspicious usernames or site addresses, as we&#x2019;d hate for you to get caught out by these scammers! It&apos;s always worth double checking for any red flags such as strange looking logos, time sensitive checkouts and offers that appear too good to be true. If you&#x2019;ve purchased from us before, remember to stop and think - does this website look and feel like Lucy and Yak?We&apos;d really appreciate your help in reporting these advertisements and websites through social media (by clicking the three little dots) so we can work together to make sure these sites are taken down as quickly as possible.If you&apos;re worried that you might have purchased from one of these sites, please contact your bank regarding this transaction as they should be able to report the purchase as fraudulent and resolve the issue for you!You can also find more information on reporting these scams on the government website here;<a data-fr-linked="true" href="https://www.gov.uk/report-suspicious-emails-websites-phishing">https://www.gov.uk/report-suspicious-emails-websites-phishing</a>Our Customer Happiness team are always available at <a href="mailto:hello@lucyandyak.com">hello@lucyandyak.com</a> if you need any help or advice.</div><div data-icon="gpicon-textblock" data-id="1690810810310" data-label="Text Block" data-sanitized-data-icon="gpicon-textblock" data-sanitized-data-id="1690810810310" data-sanitized-data-label="Text Block" data-sanitized-data-tool="0" data-sanitized-data-ver="1" data-tool="0" data-ver="1"><div data-icon="gpicon-textblock" data-id="1690810810345" data-label="Text Block" data-sanitized-data-icon="gpicon-textblock" data-sanitized-data-id="1690810810345" data-sanitized-data-label="Text Block" data-sanitized-data-tool="0" data-sanitized-data-ver="1" data-tool="0" data-ver="1"> </div> </div>

Fraudulent Websites and Keeping Safe Online

We'll be back to answer your queries on 27th December!

Lucy & Yak

Website

Delivery Services & Prices

How do I track my order?

There's a problem with my order

Why are there no standard shipping options available to me?

What to do if my order was shipped to the wrong place or is lost?

Ordering

How do I return an item?

I've got a problem with my Yaks, can you help me?

Wondering about return costs?

Returning an item bought in-store?

Returning a gift?

Will my shipping be refunded?

Can I return my item for store credit?

Can I exchange my item?

When will I receive my refund?

Why isn’t my credit showing the correct amount?

How can I return my eBay order?

Can I return my online order to your shop?

What items can't I return?

What should I do if I received only part of my refund?

Why can't I make an exchange?

Returns

Care instructions

Stock availability & re-stocks

Gift cards

There's an issue with my Yaks

What size should I wear?

What's the difference with Regular, Long, Petite and Tall?

Do you do men's sizing?

Sizing

Products

What's happening with the end of Yak Points?

What if my order was paid with points and I need to return it?

Rewards

I can't apply more than one discount at checkout

Indie Business Discount

How do I get 10% off when I download the app?

Do you offer NHS or Teachers Discount?

Can I use my NHS or Teachers discount code with other discounts?

NHS and Teachers Discount

Do you offer student discount?

I don't have UNiDAYS, can I still get the discount?

Can I get student discount in store?

Student Discount

My friend hasn't received their referral code

How do I refer a friend?

My friend has placed an order, when will I receive my £15 code?

Refer a Friend

Discounts

How does your Re:Yak scheme work?

Re:Yak