Lucy & Yak Reviews 911

I ordered a present for my sister from Lucy and Yak, after 10 days it still hadn’t arrived. Although the gift was never delivered it was returned to L&Y. While I received a refund promptly it was all a bit disappointing.

Amazing service. Didn't feel Like your typical corporation. I had an issue eith my girlfriends order and someone from the team sorted it asap. During Christmas.

The delivery was well over the stated time and ordered days before their supposed cut off date for Christmas. I sent several emails providing all necessary information including order number and a screenshot of the tracking. All I got in responses were condescending responses explaining how deliveries work and giving me tracking numbers I already had, no acknowledgement that their delivery times were clearly wrong. The last email then added a snarky point that they "couldn't be responsible for local delivery times", bearing in mind, by the time the item had even arrived in my country, on the tracking, it was already the afternoon of the last day of their delivery window, so there was no chance of it ever arriving on time. The customer service feels like AI: condescending and unhelpful, ignoring the information provided and failing to acknowledge the customers problem or accept any responsibility. Having worked in customer service for a long time I would hate to believe there are real people behind the screen giving these responses. For this same reason I don't normally leave feedback because I know it is a difficult job but in this case all interactions were particularly frustrating and at minimum an acknowledgment of the problem and reading the information I provided instead of churning out generic answers and essentially saying "just track it yourself and it might show up some time" would have been nice. Thankfully I am not a regular shopper here, I was buying Christmas gifts, so I can avoid in future.

Had issues with needing to return an item and staff was super helpful and responsive to emails. Got issue resolved quickly. Items that I received were great just needed a different size.

I measured myself and ordered according to the size table on their website (according to the table my hip was even 2cm too big). Then I went on a city trip to London and saw that there is a popupstore of them nearby. I went there and ended up buying the dress two sizes smaller. I then contacted the „customer service“ for a free Return label but no help was given whatsoever. I sent them a picture of the dress on me that showed that its way too big. The website says its a regular fit. It was their mistake but I has to pay for the return… The dress is nice though.

I purchased a top just 8 days before it went into the sale and was refused a refund of the price difference, no matter how unreasonable that is. I explained that I’m a new mum and physically cannot get to a store to return and repurchase an item, yet there was absolutely no flexibility, empathy, or goodwill shown.

What’s even more disappointing is that Lucy & Yak loudly promote sustainability and women empowerment, yet their actions completely contradict this. Forcing unnecessary returns, extra travel, and waste is not environmentally conscious, and refusing to support a new mum is not empowering women.

After reading other reviews, it’s clear this isn’t a one-off — Lucy & Yak seem happy to shout about their values publicly, but are far less interested in actually helping women when it matters. The response felt cold, dismissive, and performative rather than genuine.

This experience has completely changed how I view the brand.

Lucy & Yak were recommended to me by my daughter. I’ve been very pleased with the items I’ve purchased, returns and queries have been dealt with promptly. I will be ordering again.

Ella from Lucy and Yak and and honestly deserves all the praise for helping me with so quickly with this order, the type of service you usually wait a week for, shout out Ella!

There was an issue with the delivery from Royal Mail. When I contacted Lucy & Yak for help they were extremely prompt in resolving the issue. I was very impressed with their customer service and would happily shop with the again as a result!

Staff at the junction 32 castleford outlet are absolutely amazing! They go out of their way to provide great customer service also to add the shop layout is perfect for those in wheelchairs/prams no bumping into one another.

Each time I’ve gone they are always so welcoming and if you don’t want want to talk they give you space. The re-yak system is amazing when you want to get something new but don’t know what to do with your old stuff. Definitely recommend going to the outlet each time you go it’s always changing it up!! Even some of the new pieces online can be in shop👀

I'm so glad that I found Lucy&Yak, I've been looking for new trousers with little luck when a friend said" try Lucy&Yak". I didn't find trousers but did find exactly the pinafore dress that I've been looking for for ages and I'll definitely be shopping with them again. It's refreshing to find great quality, well made and uniquely designed clothes.The sizing is true to size and sensible, love the organic cotton and the ethical and sustainable ethos of the company.
I've been very impressed with the excellent communication and the speed of dispatch and delivery. As a new customer I wasn't sure which size to buy but it has been so easy to return items and exchange for a different size and they were most helpful when I did email with a problem, replying quickly.It has been a pleasure to shop with them and I'm absolutely delighted with my new clothes.
Thank you Lucy&Yak.

Love this unique brand. Quality products and service! Unfortunately, Royal Mail lost my package, but as soon as I let L&Y know, we agreed to wait for the end of the week to see if it would turn up (unfortunately it didn't), I let them know on Friday AM and by the next day I had my replacement item! Very impressed with Adam's great service and that of the team.

I had some problems with my PayPal account and didn’t recognise this Company. Turns out I had sent an E-voucher to a relative some months ago - birthday present. Showed my daughter the website and she said “That would have been ***** Mum” and she was right. I contacted them, they had sent me full details of the voucher and were amazingly helpful. Plus my relative has now been pleased and used the voucher!

Super service.

They reacted very quick by email.
Not a robot but a real person.
The clothes are super too!

Glad with Lucy and Yak.

99% of items are amazing. Although I bought an xL oversized top which had a 5xl sticky label in the sleeve with an xL label sewn in. The actual size is 160cm chest which is a 5xl in the uk. They will not admit their mistake on the production line. They don’t even supply 5xl. I checked my chest size and went with their size guide expecting a slightly baggy xL top at approx 130cm max chest. This item (Murat top) is like a tent! Extremely disappointing with their customer service. I’ve tried wearing it and it hurts due to rubbing with the excess material and therefore can’t return it and they haven’t offered a refund or any compensation.

as always, whenever an issue, they go out of their way to fix it.
I am very impressed not only with the clothing, but the customer service that carries on after.
Yes you may think the clothing is expensive, but it's well made, lasts forever and is such a worthwile investment on a permanent and hardwearing item.

The team behind Lucy & Yak are fantastic! One of my parcels was lost in the postal system, and they refunded me as soon as I contacted them, and then sent me a lovely email.
I’ve been wearing their clothes ever since a friend introduced me to them. Excellent quality and lovely designs! Totally taken over my wardrobe (s)..🤣

Always excellent quality clothes that last and keep their colour. Eco-friendly packaging, great eco credentials too. Staff always friendly and responsive to online contact and staff in store incredibly helpful too.

Quick response to my query, thank you

I love Lucy and Yak—I enjoy the fun and quirky prints. Their customer service is unparalleled —I will be a customer for life.