Lucy & Yak Reviews 911

Having not received the 10% when I ordered from my newly downloaded app … very quickly they helped by sending me a 10% refund … lovely, efficient customer service !!

Was sent a faulty item. Had obviously been worn and is falling apart. They offered me £4 discount to keep it which is a ridiculous offer but Customer service is soooo slow. They only converse via email exchange and it takes them 2-3 days to respond to each email. It could be such a quick fix but is taking forever.

I’ve edited to give 3 stars instead of 2 because it was finally resolved. But it was a dragged out, time consuming process which should have been dealt a lot quicker

Nice online shop with many sizes, excellent customer support, helped me out a lot. 10/10

Very professional, super quick. Exceptional customer service.

Royal mail lost my parcel by putting it in my bin which got cleared away! Lucy and yak replaced the item with no fuss, really good to deal with.

In my experience Lucy and Yak are an excellent company selling high quality clothes with very responsive customer service, so I was surprised to see that they are getting some negative reviews. Reading the recent ones though, most of them seem to be related to a scam website posting to be Lucy and Yak - avoid by going directly for their website rather than clicking links and check carefully before buying.

Natalie was great, the issue was resolved in one email.

Very quick to help me. Thanks

I didn’t end up purchasing anything, but I had an excellent experience with customer service! I bought a jacket which was too big, I exchanged it for a smaller size but since it was still too big I ultimately asked for a refund. The customer service agent, Hannah, who I contacted via email, was super helpful! Everything from ordering to the return process to the refund, was super smooth!

You dont normally see people talk about customer service unless its a negative and I feel when companies do it right it should be talked about just as much. I'd placed an order and a few days later a new promo had launched, I contacted the email and quoted my order reference and they'd refunded me back the discount all within hours which is outstanding on something they didn't need to honour. Will certainly be back

Customer service team were super helpful, quick and fast. Brilliant!

Hannah, dealt with my delicate matter with compassion and sorted out the mess I made. Very grateful for everything she did.

Top notch customer service - fast response - and lovely helpful staff

I love the clothes and I am a loyal customer but have re-yaked two pairs of dungarees over two and half weeks ago and heard nothing! I emailed the hello@ email address twice, and they got back to me after a week or so. Think some acknowledgment would be helpful.

... fair und fancy products.
Friendly and fast customer service.
Ordered from Germany

I bought 2 pairs of pants that were way too big despite ordering the same size as an original pair I already had. I am in Australia so I had to pay the cost to return the items as they don’t offer a swap for Australian purchases which set me back $50 AUD. I was refunded my money for the pants but really them in a smaller size. I spent the next two months trying to purchase my size via the App with nothing but issues because they kept selling out. It was a stressful experience and in the end I lost another $25 AUD for postage when I finally managed to secure the items I wanted. I will not go through this again. All up this cost me an unnecessary and expensive $75 AUD and there was no offer to compensate or ‘throw’ something in as recognition, like an offer of free shipping…

Bought a fleece which I thought was fine so removed the tags, however when I tried it with different clothing realised it was too big. I contacted customer service to see what I could do and they were super helpful and really quick at responding. Really impressed by their customer care.

Super helpful with everything!

Ordered a number of items in the sale. They never arrived and I was told they had been delivered to the wrong address. That was 2 months ago and despite requesting and then demanding a refund I am told every few days the items are on their way with no offer of a refund. Appalling service - would never order from them again.

Updated 29/10/25
It would appear this is a very convincing scam. The emails are from China, however I note some of the products are made in China which made me think it was real. Plus it had a copyright of Lucy and Yak.

I can’t rate Lucy & Yak highly enough. I’ve been shopping with them for years, their clothes are unique, really colourful and comfortable, also sustainable.
Their customer service is outstanding, Ella and the team recently went above and beyond to sort out an issue with an order which was actually my fault as I had put in the wrong email address. They were so lovely and helpful, sorted it out promptly. 😊