Refund policy

We want you to love what you wear. Because much of our collection is purchased for once-in-a-lifetime moments, we keep our returns process clear, fair, and fully compliant with UK consumer law.

This policy is provided in addition to your legal rights and does not affect them in any way. Your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and the Digital Markets, Competition and Consumers Act 2024 always apply, regardless of anything stated in this policy.

1. Your Legal Rights

Faulty, Not as Described, or Not Fit for Purpose

You are entitled to a refund, replacement, repair, and/or compensation under the Consumer Rights Act 2015.

Online & Telephone Orders (Distance Selling)

If you purchased online or by phone, you also have the right to cancel for any reason within 14 days of receiving your order for selected categories of our products.

Rights Cannot Be Reduced

These rights cannot be removed or restricted. We will never ask you to accept a credit note or exchange where the law entitles you to a refund, and we do not charge restocking fees.

2. Returns & Refunds at a Glance

Situation Timeframe
Cancel an order (cooling-off period/change of mind) 14 days from the day after delivery
Time allowed to send item back after notifying us 14 days
Refund processing after approved return Within 3 working days of receiving the item (legal maximum 14 days)
Right to reject a faulty item for a full refund 30 days from delivery
Return postage – change of mind £3.95 prepaid tracked label (deducted from refund) or your own courier
Return postage – faulty, wrong, or not as described Free of charge (we provide a label or reimburse reasonable postage costs)

3. Changing Your Mind (Distance Selling)

Cancellation Period

Your 14-day cancellation period begins on the day after you (or someone nominated by you) receive the goods.

For orders delivered in multiple shipments, the cancellation period begins on the day after the final item is received.

How to Cancel

You must notify us within the 14-day period by:

  • Email

  • Your online account

  • The cancellation form provided in our policy documentation

A clear statement that you wish to cancel is sufficient.

Returning the Goods

After notifying us of cancellation, you have a further 14 days to return the goods.

Refund Times

We will issue your refund within 14 days of:

  • Receiving the returned goods, or

  • Receiving proof that they have been returned,

whichever occurs first.

In most cases, refunds are processed within 3 working days of the returned item reaching us.

Condition of Returned Items

You may inspect and try on items as you would in a physical shop.

However, if an item has been handled beyond what is necessary to establish its nature, characteristics, and fit, we may make a deduction from the refund to reflect any reduction in value.

Examples include:

  • Worn items

  • Washed items

  • Altered items

  • Removed tags

  • Makeup or fake tan marks

  • Perfume or smoke odours

Where items are significantly damaged, we may refuse a change-of-mind return.

4. Items Exempt from Change-of-Mind Returns

The following items are exempt from the 14-day cancellation right unless they are faulty:

Made-to-Measure & Personalised Items

Examples include:

  • Custom bridal wear

  • Blouses stitched to your measurements

  • Altered hems or sleeves

  • Other personalised garments

Hygiene-Sealed Products

Once the hygiene seal has been broken, items such as:

  • Pierced jewellery

  • Shapewear

  • Petticoats

  • Other intimate garments

cannot be returned for change-of-mind reasons.

Gift Cards & E-Vouchers

Gift cards and electronic vouchers are non-returnable and non-refundable unless required by law.

5. Faulty, Damaged, Wrong or Not-As-Described Items

Your Right to Reject

Within 30 days of delivery, you have the legal right to reject faulty goods and receive a full refund, including both original delivery charges and return postage costs.

Reporting Problems

Where possible, please notify us within 48 hours of delivery if:

  • An item is faulty

  • An item arrives damaged

  • An incorrect item is received

  • An item is missing

Please include photographs where available.

Return Postage

We cover return postage costs for all genuine faults and will either:

  • Provide a prepaid return label, or

  • Reimburse reasonable postage expenses

Artisan Product Characteristics

Please note that handcrafted embroidery, beadwork, zari work, and natural fabrics may display minor irregularities.

Similarly, colours may vary slightly due to screen settings and device displays.

These characteristics are part of authentic artisan ethnic wear and are not considered defects.

6. Bridal & Made-to-Measure Orders

Deposit

A deposit equal to 30% of the order value is required as an advance payment toward the purchase price.

Cancellation Before Production Begins

If you cancel before cutting or bespoke stitching has started, we will refund your deposit less any unavoidable costs already incurred.

Cancellation After Production Begins

Once cutting or bespoke stitching has commenced, made-to-measure items are exempt from the 14-day cancellation right.

If you choose to cancel after this stage, we may retain an amount reflecting:

  • Work already completed

  • Materials already purchased or committed

Measurements & Adjustments

Before production begins, we confirm:

  • Measurements

  • Pricing

  • Production timeline

in writing.

We also include up to two complimentary fit adjustments within 14 days of delivery.

7. How to Return an Item

Step 1: Contact Us

Email returns@yl.com or use:

My Account → Orders → Return/Exchange

within your applicable return period.

Please include:

  • Your order number

  • Whether you require a refund, exchange, or replacement

  • Photographs if the item is faulty or damaged

Step 2: Receive Return Authorisation

We will issue a Return Merchandise Authorisation (RMA) Number and return instructions within 1 working day.

Step 3: Package Your Return

Please:

  • Pack the item securely in its original packaging

  • Include the RMA slip

  • Send the parcel to the return address provided

  • Retain proof of postage until your return has been fully processed

Failure to keep proof of postage may delay the resolution of any lost return parcels.