Lucy & Yak Anmeldelser 877

It started out so well… then it wasn’t.
Since the brand has been sold last year (2025) it’s gone down hill, the quality is shocking, the consistency of drops and not being eco anymore really makes you disappointed.

I’ve tried this brand twice. I loved the patterns and I think they are pretty affordable for mostly cotton clothes. Both times the pants fit horribly and I just have to eat the cost because I paid $15 for shipping on $70 pants and would have to pay another $15 to return. I can’t spend all that just to try out different fits and sizes.

Very helpful and friendly team with timely response.

I am extremely disappointed with Lucy & Yak’s customer service.

I returned an item from order #3520514 and received confirmation that my return was submitted, with a promised store credit once the parcel was received (£123.51).

Since 29 December, I have sent multiple emails requesting confirmation that my returned parcel was received and asking when I would receive the store credit. Despite several follow-ups (5 January, 13 January, and 20 January), I have received no response whatsoever.

I also visited the Lucy & Yak store in Spitalfields, London, hoping to get help in person, but the staff were unable to provide any answers or assistance regarding my return.

This lack of communication and accountability is unacceptable, especially for a brand that claims to value its customers and ethics. To this day, I still have no confirmation and no refund credit.

I cannot recommend Lucy & Yak until this issue is properly resolved.

I submitted a return on time and followed the procedure. I sent back both items and have only received refund for one item. I've have emailed them numerous time and have not received a single reply. They currently have the returned item and my money. Horrible customer service so far. Still waiting for someone to respond and refund my money. This is on top of the crazy shipping fees that need to be paid in order to send the product back.

Visited the Edinburgh shop for the first time, the shop was very nicely set out, staff were very welcoming, good range of products, the one star rating is because it's card only, for a company that claims to be diverse and inclusive this isn't very good! This excludes a whole customer base, not EVERYONE uses card, some of us are cash users and this is blatant disregard for customers who aren't convinced to pay for items on card, or on their phone, it is quite discriminatory in fact, Lucy and yak have to up their game and start accepting cash, the clap trap about the environment etc doesn't wash, shop assistant said it's for environmental reasons, sorry, but using power to keep card readers and digital stuff running uses more energy than handing over cash and getting change back. When will companies realise that people don't all blindly accept paying by card only!

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?

La livraison a été un peu retardée à cause des intempéries toutefois je suis ravie par ma commande !! La qualité est au rendez vous j adore !!
Je recommande et je recommanderai !!
Merci beaucoup

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.