Lucy & Yak Reviews 912

Quick reply, nice communication, helped me directly and the dungarees I got are amazing!

I complained about the quality of a fleece I had for Christmas. The team were great and sent me a credit note.
Thankyou!

Love the brand and their products. The crew is always quick in solving any issues with so much kindness and understanding. I really felt considered and helped by contacting them, even though I’m not from the uk and my English can be uneven sometimes.

The service I received was impeccable and incredibly timely. Superb.

I have about 10 L&Y jumpsuits, which I love. I recently inquired about exchanging one for a store credit. It was explained to me that there was a glitch with their new US site and they could not do an exchange, only a refund, but it had to be within a certain time Period. I get that, but it literally took 10 different emails for them to finally answer me, which drags on for days and affects the return window. So the other reviews said that their emails basically just parrot their other emails which parrot their policies that are clearly stated on their website. No one needs customer service to read back the stated return policies to them. Most people contact customer service because they have another issue and just reciting back Policies is not helpful. What is their customer service for?

I had a problem with my ticket because I put in the wrong email address when I emailed I’ve got a lovely response. Emily was brilliant and I’d highly recommend using this service. I’m looking forward to attending the craft event in Norwich.

Poor - just didn’t fulfil an order then when re ordered they removed an item which apparently was in stock at time of ordering and then suddenly wasn’t . Was refunded and give an extra 20% off as goodwill - but only on full priced items! Which is ridiculous when you are trying to take advantage of the sale. By the time all this was sorted sale was closed. What they did send of the second order was so oversized that literally looked like clown pants. If it wasn’t for the fact that I was given a voucher as a gift for Xmas I wouldn’t bother with them. They overstock on website then can’t fulfil the order at warehouse, they just arbitrarily refund. No discussions, no way to actually speak to someone they just have an email address for communication which can take a couple of days to get contact back, by which time there’s even less chance of you getting what you want. Poorly managed, poor quality at extortionate prices.

Great customer service after order went missing. My order was replaced and sent to me straight away

I’m pretty disappointed with the online return process.

Purchased some jeans in a size 10- maybe slightly optimistically and they didn’t fit. So I went through a returns process. It cost me £2.50 to return even though I had to print the label, package and take to the post office.

I then ordered the jeans again in a size 12 (because they’re nice and a bargain!) but they were far too big. So needed to go through the process again.

Lucy & Yak wouldn’t accept the two jeans in one package - which feels really unsustainable and also costly to the customer. Appreciate items need to be scanned when returned etc but provided the packages are opened upon return, there is no reason they couldn’t be put in the same package with separate barcodes. It’s the same jeans- just two sizes.

So now I’m losing out because the jeans aren’t sized correctly. Disappointed as I thought better of the brand. Just a heads up- if you’re unsure on sizes order in one go and only pay for one return.

quick response
alternative offered

Good quality clothes for fair prices. Have bought from Lucy & Yak 5+ times without any issues.

First time customer.

Item came super speedy and is AMAZING!

Very happy and will undoubtedly be back.

UPDATE (1/29/26):

Just wanted to update this and say I also recently noticed that they've completely removed certain items from the US store for whatever...that means if you live outside of the UK, you won't even be able to buy all of their available items anymore - great going, L&Y! Very inclusive, especially considering the recent upset about removing sizes.

To start, I’ve been a massive fan of L&Y for years; even coming from the US. My closet is filled to the brim with Yaks, going back to their super old fit and designs.

But they’ve absolutely and completely lost their way over the last few years. The quality of the new clothes don’t even compare to the old ones; from the sizing, to the fabric, etc. Some of the newer products I’ve purchased look and feel incredibly poor (like, Shein quality)…

The constant drops; twice a week, every week is also insanely disappointing and is a massive contributor to overconsumption and FOMO. Never in a million years did I think I would ever call Lucy & Yak a fast fashion/hype brand, but here we are.

They also aren’t very welcome when it comes to constructive criticism or buyers expressing frustration. I’ve seen posts get locked in their main Facebook group if the comments get too critical, with the excuse that it’s “to give other posts more attention”???

I remember the fan subreddit also being taken over by the same team, and now it’s been totally dead and restricted.

On top of all this, I’ve seen some of their models, who are photographed on the website in wheelchairs…totally not using them on their personal instagram. Which makes me believe that a lot of that is just performative 😞 this tracks as many of their stores still aren’t accessible for those with wheelchairs; from what I’ve personally seen and spoken to others about.

That said, I’ll continue to love my old Yaks with love for years, but I’ve grown completely disillusioned with them these days. I would really hope they’d take in some consideration on the way they run things going forward…but the constant drops, the expanding into frivolous products, lower quality, and removal of some of their sizes says that won’t be happening.

Excellent help from my contact email, though sadly the style I had asked for is discontinued. I was advised to advertise on L & Y “in search of” Facebook page but I found it impossible to know how to put the template into a post. Some more guidance for the less able technically would be appreciated.

I accidentally put an old address in for the shipping address, I then emailed the company immediately and Hannah was very quick to respond.

Size was too big for my grand daughter, the matter was resolved without any fuss and very quickly. Unfortunately you were sold out for this item , so a very speedy refund was given .thankyou

Always been very happy with both the items and the service.

I’ve been looking at this store for years and my first time in contact with their customer support was after receiving a gift of yaks that were unfortunately too small. However their support (specifically Hannah!) could not have been any more helpful - even with the little amount of details I had to give about the order, they easily set up the exchange/return for me. Such a lovely, great team behind such a great brand :)

TERRIBLE CUSTOMER SERVICE

Got ahead of the game buying my wife 2 jumpsuits for Christmas at the end of October. Used the size of her Yak dungarees she has for sizing. Opening them Christmas day and she didn't even need to try them on to see the top half was massively too big for her.

We loved (notice the past tense) Lucy & Yak, so reached out to try and exchange them through their online customer services.

We were given a "unfortunately due to our policy blah blah" dismissive message from Liz to begin with. We were unhelpfully adviced to flog or swap them on Facebook (of all places!?) I replied asking if there's nothing that can be done. Mind that we don't want to refund them, just exchange for something that will fit.

Had another dismissive message this time from Kat, parroting the same policy. Yes I am aware of the return policy, I read it. I contacted customer support to try and find a solution. At this point I don't know if these were even real people or just AI generated responses.

So yes very dissatisfied with the non-existent customer services

I certainly won't be buying from Lucy & Yak again and will be telling this cautionary tale to everyone I know. Which here in Whitstable, I'm sure are a lot of Lucy & Yak's clientele.

Abysmal business practice.

Will give them to a local charity shop if I'm not too irritated to just chuck them in the bin.

EDIT IN RESPONSE TO LUCY AND YAK BELOW:

It wasn't feedback on your extended returns policy. Rather an abysmal review of your customer services...

As I said, I understand the policy. Its a bad policy. Just seems like a great way to lose customers. Why have customer services agents that Parrot a policy rather than resolve customer issues...

I would understand the policy if we were trying to return for money back rather than just exchange for the right size... Just awful practice with snarky responses from what I thought was a great company. You tout that you're all about good ethical practices, any yet in practice your policies ensure that your products end up in landfill.

Extremely disappointed with L&Y! Went on to the app to order from their sale Boxing Day morning, found lots of items at incredible price of £14, so added them to my basket, however when I went to check out the prices of 3 of the items increased from £14 to anywhere between £26-42!! When I complained to L&Y they said it was a “glitch” but that they were entitled change pricing at any point, including when items are in your basket or going through the payment process. I feel this is a case of using algorithms to assess when lots of items are being bought they increase prices? Expected much more from an ‘ethical company’ 😞