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Order Helpline: 08448 204 204
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Shopping and Returns Frequently Asked Questions


Q. Where do I put in voucher codes?

View Answer

A. On the shopping basket page under the 'Got a Voucher' title place the voucher code in the text box. Click the sumbit button next to it to apply the voucher code to the basket. If you continue to shop or view another page before checking out then you may need to re-enter the voucher code before submitting your order.

Basket Voucher


Q. How do I place an order?

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A. Choose the product(s) you would like to order by selecting the correct size and clicking 'Add to Bag'
When you have finished adding items to your bag, proceed to the checkout and use one of the relevant checkout options.
Returning Customers: Log into your account using your email address and password.
New Customers: Register yourself by entering your email address and a password of your choice.
Simply follow the instructions to complete your secure online payment.

If you are experiencing problems whilst trying to place an order with us then please contact us via our "live chat" facility or contact our Customer Service team on 08448 204 204 who will be happy to offer assistance.

Q. Why do I need to register to shop?

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A. We advise that registering with us is beneficial, not only will you be able to take advantage of our special offers and discounts but you can also keep track of your order from confirmation to delivery.

If you do not have an email address to register with us then please call the customer service team on 08448 204 204 to place the order over the phone.

Q. What do I do if I have forgotten my password?

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A. You can request a password reminder by clicking on 'My Account' and entering your email address. The password will be sent to you via email.

Forgotten Password

Q. Why has my card been declined?

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A. If your card is declined, your bank will be able to advise you as to why. Please ensure the card you are using is supported by our payment systems, unfortunately at this time we cannot accept the Laser card or American Express.
Alternatively we do accept PayPal or Amazon payments.
If you are still experiencing difficulties placing your order then please call the order helpline on 08448 204204 and we will attempt to complete your payment over the phone.

Q. What payment methods do you accept?

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A. Switch/Maestro, Visa, Visa Electron, MasterCard, Solo, PayPal and Amazon Payments.

Q. Can I cancel my order?

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A. When orders are placed on our website they are processed and dispatched very quickly. Unfortunately once the order has been confirmed we are unable to amend or cancel this and it will be sent out to you. You will need to return the order in full for a refund.

Q. I have received an incorrect item in my order, what do I do?

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A. We aim to get your order right every time but we do occasionally make mistakes. If you receive the wrong item then send it back to us and we will refund you or send you the correct item assuming we still have the product and size in stock. Go to My Account to obtain a returns number. We suggest you may want to re-order the item immediately as our stock does sell quickly and when the item is processed we may not have a similar item available.

Q. Can I track my order?

View Answer

A. For UK orders we use Hermes courier service or DPD. International orders will be sent usually by Royal Mail and passed on to the national postal service in the relevant country, unfortunately we do not provide tracking for all International orders.
If you are in the UK, you are able to track your order by logging into your account and clicking on the 'track order' link next to the appropriate order or you can follow the tracking link in your despatch email. This will redirect you to the Hermes web page containing your order's status.

Click here to log into your account

Track Order

Q. How long will my order take to arrive?

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A. Standard delivery within the UK is normally within 3-5 working days.
Next Day delivery in mainland UK is next day if the order is placed by 7pm Mon - Fri, for next day delivery. Orders placed between Fri 7pm to Sun 1pm are delivered on a Monday.
Orders placed after 1pm Sunday - delivered Tuesday
Stated Day Deliveries are selected at the checkout and should be with you on your specified date
Delivery to Northern Ireland is within 2-3 working days, Highlands and Islands is 4-5 working days.
Delivery to Europe is normally within 7-10 working days.
Delivery to the rest of the world is normally within 10-15 working days.

Q. Do I need to sign for my delivery?

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A. All parcels need to be signed for upon receipt, unless the parcel is left in a secure location by the courier. Details of where your parcel was left will be in the tracking information.
We use Hermes for our UK standard, Next Day Delivery and Stated Day Delivery services. If you are out when the Hermes courier attempts delivery, the courier will leave a card to let you know they called and this will advise how to arrange a re-delivery time convenient to yourself. You will be requested for a signature on all deliveries so we are sure your parcel has reached you.

Q. What do I do if there is a problem with my delivery?

View Answer

A. If you have not received your parcel within the designated delivery period then please contact our customer service department via our online contact form or calling our team on 08448 204204.
Returns and Refunds

Q. Can I return an item I bought online to one of your stores?

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A. Items purchased online can be returned instore for a refund, exchange or gift vouchers. If you would like to use this option then simply take the item(s) to your chosen store with a copy of your order invoice. Without the invoice the store might not be able to accept the item(s) back.
If you have any queries regarding online returns then please contact the customer service team on 08448 204 204.

Q. I returned my order, how long will my refund take?

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A. Please allow 5 - 10 working days for your parcel to reach us, once the items are received we will send you an email to let you know, please allow 2 - 4 working days for the refund to clear into your bank account.

Q. What do I do if there is a problem with my return?

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A. If you have difficulties with a return, please call our customer service team on 08448 204204

Q. Do I have to pay for returns?

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A. Unfortunately due to the incredible prices we offer our customers across our range, we are unable at present to offer free returns. However, when you order in the UK you can select a Pre-paid return for just £1.49 with Collect+.
If you decide not to choose this option you can return your items with the Royal Mail taking your parcel to the Post office paying for your return ensuring you ask for the compensation value of your parcel should it go missing in transit. Alternatively you can purchase a Collect+ return for £4.29 by visiting

Q. How do I return an item?

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A. Prepaid Collect+ Return
1. Attach the prepaid label (located on the enclosed invoice) to the parcel.
2. Visit to find your nearest collect+ location point.
3. Take the parcel to your chosen collect+ store and you will be given a receipt and tracking number.

Collect+ Return
1. If you want to return the parcel via Collect+ but did not purchase a label then visit
2. You can buy a label for £4.29 and they will email it to you to print off and attach to your parcel.
3. Visit to find your nearest collect+ location point.
4. Take it your chosen collect+ store and you will be given a receipt and tracking number.

Royal Mail Return
1. Create a hand written returns label with our address on it and attach it to the front of the parcel.
2. Take your parcel to your local Post Office and select and pay for the service that you require.
*We recommend that you take the extra compensation option if your goods exceed £46.00, to ensure you are fully compensated by Royal Mail should they go missing.

Store Returns
1. Take your items and invoice to your nearest Yours store for an exchange or refund.
*Unfortunately the stores cannot refund purchases paid for through PayPal

As a company we do not offer exchanges. If you require a replacement then please place a new order online and return the original item(s) to us for a refund.

International Returns
Currently all overseas returns back to ourselves are at the customers own cost and risk.

Q. What is the return address.

View Answer

A. Please send returns to:

Yours Clothing
Returns Dept
Unit B,
Finmere Park,
Southgate Way,
Orton Southgate,
PE2 6YG,
United Kingdom

Please note you MUST attach an order reference number to the parcel before you send it back to us.
Product Information

Q. Do you have a size chart?

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A. Our size chart can be located on any product page just above the select size option, the size chart can also be viewed in USA and European sizes.

For our size chart Click here

Q. How can I find items I want on the website?

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A. Simply click on a category at the left-hand side of the screen, then choose a sub-category and browse the collection. Alternatively, use the 'search' link on the website and type in the product code or a description of the item you are looking for.

Find Items

Q. Can I order items from your website that are not currently in stock?

View Answer

A. You can only order items that are currently in stock. However, by entering your email address in the box which pops up when a size is unavailable, we will let you know when we have your size back in stock.

Stock Request


Q. Why hasn't the discount been applied to my order?

View Answer

A. Please ensure the voucher code you are using has been entered correctly and that the voucher hasn't already expired.

To use the voucher code please enter this at the "Shopping Bag" stage in the box under "Got a voucher code?".

If you navigate "back" or continue shopping after already entering the voucher then you may need to re-enter the voucher code before continuing with the order.

Please note that all voucher codes are not valid on sale items unless specifically stated.

If you are still experiencing difficulties then please contact the Customer Service team via our contact form.


Q. My order hasn't arrived within the specified delivery time

View Answer

A. We offer several different delivery options, full details of these are available on our relevant delivery page, each service provides an estimated delivery time and we always aim to deliver your parcel within this time frame.

Unfortunately sometimes orders can be delayed within the courier network or postal service and this could be for a number of reasons like public holidays, bad weather or custom delays for international orders.

If you experience a delay with your delivery and the specified time frame suggested on our delivery page has expired then please contact the Customer Service department via our online "contact form" we will then begin an investigation to locate your order and provide tracking if available. Please allow 7 working days for these investigations to be completed.

Q. There is an item missing from my order.

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A. Sometimes an item can be missing from your parcel but all our parcels are carefully checked before they leave us. If an item is missing then get in contact with our Customer Services Team at or call 08448 204204. We will then investigate which may take us a few days and if necessary arrange for the item to be sent again. We recommend that you reorder the item as soon as possible to avoid disappointment as out stock does sell quickly.

Q. My discount hasn't been applied for the multi buy offer

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A. To take advantage of our special multi buy offers then you will need to select the appropriate amount of items under that promotion ie 2 for £20 or 3 for £12.

If you do not have the correct items selected then the discount will not be applied.

The items you have selected will show as full price in your shopping bag but the promotional discount applied to the order can be viewed at the bottom of the shopping bag page where the total amount payable is displayed.

If you have entered the correct items and the discount is still not being applied then please contact our Customer Service team via our "contact form" and we will correct this if necessary.

Q. The sizes I selected changed when confirming my order

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A. Our size chart can be viewed when you are on the product page, this is located just above the "select size" option.

The size chart can be changed from UK to USA and European sizes. If you amend the chart to either USA or European sizes and continue to place an order, when the order is confirmed the sizes will automatically revert back to UK sizes, this is so the warehouse can be sure to pick the correct size for you.
Click and Collect

Q. What is click and collect?

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A. Click and collect is a delivery option available to all mainland UK customers. It gives you the choice to have your parcel delivered to one of your local Yours store for you to then collect.

Q. How much does it cost?

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A. Click and collect is free on orders over £10. Orders below £10 will be charged £2 to have it delivered to a Yours store of your choice.

Q. How will I know when the parcel is on the way to my local store?

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A. Once the parcel has been processed in the warehouse you will receive a dispatch email explaining that the parcel is on its way to the store you have selected.

Q. How will I know when I can collect it?

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A. When your parcel arrives in the store and is ready for you to collect, you will be sent an email notifying you. Simply show the order reference number to a store advisor and you will get your parcel.

Q. What happens if I don’t collect it?

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A. If you do not collect the parcel within 14 days then it will be returned to the customer service team at head office. You will then be contacted via phone or email to discuss if you want it sent back to the store, to a different store or to your home address (additional charges maybe incurred).
If no response is received by customer service within 48 hours then the item will be put back to stock and you will be refunded.

Q. What if I want to return an item?

View Answer

A. If you want to return an item you can return it to the store directly for a refund or exchange. Alternatively you can send it back to the returns department directly for a refund:
Yours Clothing
Returns Department
Unit B, Finmere Park
Orton Southgate

Please note that orders purchased using PayPal can only be refunded if sent to the returns department directly.