Lucy & Yak Reviews 909

Overpriced trousers disintegrating after 3 wears. Have washed on 20 and line dried. Don’t waste your money on the chuck trousers.

So I contacted Lucy and Yak, they have offered me a credit note. They got back to me quickly and were incredibly helpful. Would definitely buy from them again.

The “Package Protection” is a bit of a con, Lucy and Yak are legally responsible for the package should it be lost, damaged or stolen in transit. Buy it for piece of mind if you like but it gives you zero extra cover above what you’re legally entitled to by purchasing something online. Also, if you return something you are legally entitled to a refund on the outbound shipping if you paid it on your delivery. Return delivery is your responsibility but the outbound should be refunded by default. Lucy and Yak know this but will hope that you don’t.

Edit: Their reply confirms the above, the returns are done through their courier so if anything goes missing or is damaged they are legally responsible for it, you as the customer will never be out of pocket if you do or don’t have that extra cover. Also, no comment on the outbound shipping fee so got to assume they know they’re required to refund it but won’t

The support service of the Company were extremely kind and helpful! I wanted to change my size last minute because I picked the wrong one and they did that no problem:) Even after I had an additional question they remained very patient! The size change actually worked and today I’ve finally received my dungarees🥰 they are really beautiful and good quality, if you are a bit unsure about the sizes I would recommend the bigger one tho🫶🏻

Cassie was incredibly helpful and didn’t make any of my questions sound silly or unimportant! Thank you :)

I have been a customer for 5 years and my experiences so far have always been great.

The stitching came away at the seam after I had already removed the labels from my skirt. I contacted customer service as the item was no longer in stock to exchange and they gave me a voucher for the full amount of the skirt (I bought mine in the sale) so I could order a full price replacement. Such amazing customer service and responsed really quickly to my email. 10/10 customer service.

Always second-to-none customer service, helpful, courteous and environmentally conscious! I love this company and everything I've bought from L&Y (approximately half of my wardrobe!)

On the rare occasion I've received something imperfect, it's been resolved without issue, the company encourages ethical consumption, keeping products in circulation or returning them as part of the Re-Yak scheme. I've been a fan for many years.

Ordered a number of items and didn’t notice until I’d already removed the tag on one of them that some of the stitching had come loose. I saw on their website that returns had to be including tags, so I got in touch with customer service to see if I’d still be able to get a replacement.

Got a reply from Ella who offered me several different options including getting a replacement sent out, which she did so speedily. Really appreciate the help and such a quick resolution!

I ordered a pair of jeans and decided to buy them in other colours since they fit perfectly. The other jeans arrived but they didn't fit even though it was the same size and model as the first pair. One pair was too long, the other too narrow. Additionally, I purchased a pair of shorts that upon coming out of the plastic smelled strongly of cologne, so strong I doubt it would wash out. The other pairs smelled normal, so this is a strange one.

I have been in dialogue with Lucy and Yak because I don't want to pay for return shipping when the sizing is off and one product emits strong odour. They have not addressed the part about the smell at all. Instead they made me measure 3 pairs of jeans and send them photo documentation of it, which was a time consuming process all in itself. They have confirmed that the measurements are indeed off, but I already asked twice to return, and now they have asked a third time to state what I prefer and then we will "go from there." I don't see this going anywhere, honestly. This entire experience has been a huge waste of time, and Lucy and Yak has a 48 hour reply policy, so I expect to waste even more time on them before this ends. If it ends.

Update: On september 2nd I received my refund, but I was disappointed to see that the full amount was not returned. The amount lacking is the initial shipping, which means I have paid 209 DKK for Lucy and Yak to ship me faulty products. I am disappointed but not surprised.

Update update:
Lucy & Yak has responded to my inquiry about the missing money by once again asking me to send photos and my order number. I am floored. What a ride this continues to be.

Update update update:
On September 9th I finally received the last part of my refund. I first contacted Lucy & Yak about the refund on August 8th, meaning it took a full month to get a full refund out of them.

EDIT: Review amended from 2 star to 5 star. Thanks for getting in touch and recognising the issue.

Really sad to have to leave this review. I’ve been a long time fan of Lucy and Yak, spent hundreds if not thousands of pounds on their products.

Ordered Rudys online in July, worn them twice and they have now got huge bobbling clumps between the thighs and are almost threadbare.

Emailed the customer support team asking if it’s a known issue/ anyone had reported it. Was told it’s normal and to be expected on cotton and to look at their care chart. It is absolutely not normal or to be expected the clumps are huge, one noticeably the size of a 10p piece and the fabric has gone so thin I’m scared they’ll tear, after two uses!

I then went to the L&Y run community Facebook group to post photos, to see if anyone else had similar experience (both of the product and the terrible customer service), and my post was refused saying to talk to customer service. Which I had already tried to do. I felt gaslit.

I love the Lucy & Yak brand. My only gripe is that there are no shops in Ireland. 🥺I’m a loyal customer after first seeing a few celebs wearing the dungarees and then I was hooked. Customer service ( Hannah was who I dealt with) was quick to respond. I would love to see the brand do bedding ♥️ keep up the good work… and keep up the collaborative work. It’s great to see good causes getting some attention and support also. Perhaps a T-shirt collaboration to support the current conflicts in the world…. 🌍 ♥️ A worthwhile project

The L&Y team got straight back to me. They were so friendly and kind and offered very generous solutions to my issue. This experience has just furthered my love for the brand and everything they stand for. Thank you for the outstanding customer service and comfort and joy that I get from your clothes. ⭐️⭐️⭐️ ⭐️ ⭐️

The returns process felt deliberately fiddly but when I contacted customer services they were very helpful

More than satisfactory outcome with an issue I was having with some garments I bought. Thank you for resolving quickly.

Knowing that patterns and clothing sell out very quickly I bought a pair of dungarees in advance of my daughter's birthday . Unfortunately they were too big. I contacted Lucy and Yak customer service and explained the situation.They very kindly allowed the return even though it was past 30 days and will issue an in-store credit voucher . Much appreciated.

Excellent and timely support on an issue I had with a pair of pants.

Excellent quality. Fantastic customer service support.

Excellent service and communication. I needed to exchange an item and had a deadline to receive the exchange. The email service was fantastic and the new item sent out the same day.

Lucy and Yak is always always incredible with customers

Love this shop, And the help is first class well done 👏 I will definitely be back