Top Frequently asked questions
Delivery
Where is my order?
Track your order here
Your order could be waiting to be processed and is currently in our warehouse awaiting dispatch or with our couriers getting ready to be delivered. If you have your dispatch email, then your order is on its way to you. You can track your order at the by putting your order number in the box above. If you haven’t got your dispatch email (please check your junk folders as they have a habit of finding themselves in there) then your order is waiting to leave us. Once you have the dispatch email you will be able to track this for yourself using the link in your email or by using the “Track my order” section on this page. Don’t have your order number? Log into your account with us and go to “Order history”.
Why is my order late?
Please check which delivery option you have selected, cut off times for ordering and the time frame which we said it would be delivered by. You can double check delivery timescales:
Standard Tracked Delivery - Delivered in 4-10 working days (On Bank Holidays please allow 2 extra working days for delivery)
Express Tracked Delivery - Delivered in 1-2 working days (On Bank Holidays please allow 2 extra working days for delivery
Premium Guaranteed Next Day Delivery - Items will be delivered next working day (Order by 6.30pm Monday to Friday, 4pm Sunday)
Stated Day Delivery = To be delivered on your chosen day (Order by 9pm Sunday to Friday)
If you’re within the above timescales, then your order is on its way to you. If its passed the timescales for your selected delivery then please contact us here (Add link to contact form). We are not able to investigate your delivery before the relevant timescales detailed above have passed.
Can I cancel or edit my order?
When orders are placed, they are processed and dispatched very quickly because want to make sure your order gets to you ASAP. Unfortunately this means we are not able to make any changes. You will need to place another order or return any unwanted items.
I received a faulty item what do I do?
We’re really sorry if you’ve received an item that is not in perfect condition. So we can get this sorted for you please return your item to us so we can validate this and we will either exchange the item or refund you.
Returns
How do I return items?
Returns are FREE & easy! Items in their original condition can be returned within 28 days of receiving your order. Follow these simple steps;
- Repack the item with all tags attached.
- Let us know what you want to return and why. Complete the returns code next to the item you are returning on your invoice/returns form that you have received with your order and pop it inside your parcel.
- Choose one of our return carriers (Hermes Parcel shop or Collection, Asda to you, Royal Mail, or a Yours Store) further information can be found on your Returns form.
- Attach the relevant sticky label to your parcel and post it off! Remember to get proof of postage and keep this safe.
The Returns address is: Yours Clothing, Returns Dept, Newcombe House, Bakewell Road, Peterborough, PE2 6XU
Where is my refund?
Typically, a refund MAY TAKE UP TO 21 DAYS. That’s up to 14 days for us to receive your returns and processing them and up to 7 days for the refund to go through the banking system.
I don’t have the original packaging, can I return?
No problem, just put your items into something non see-through, waterproof and sealable. Complete the invoice/returns slip with the items you’re returning and the reason why and pop it in the parcel. Don’t have an invoice/returns slip, get in contact with us and we will get one to you.
The returns address is: Yours Clothing, Returns Dept, Newcombe House, Bakewell Road, Peterborough, PE2 6XU
I don’t have a printer to print a returns label
Don’t worry, the returns label are on your invoice. If you haven’t got this, you can use the Royal Mail option (Link to returns section), they will generate a QR code to take to the Post Office and they will print the label for you.
How long do I have to return?
You have 28 days to return an item back to us from the date of receipt. Unfortunately we cannot accept returns after this time.
More FAQs...
What delivery options do you offer?
Please see our delivery options here
When will I receive my refund?
Typically, a refund may take up to 21 days. That’s up to 14 days for us to receive your returns and processing them and up to 7 days for the refund to go through the banking system.
I am missing an item, what do I do?
In the unlikely event you are missing an item from your order, this is probably due to your order being dispatched in separate parcels, if this is the case please check your emails, as we will have updated you via email on the status of your order. (Don’t forget to check your junk folder in case it’s ended up in there!)
How can I change my name or address?
You can change any of your personal details such as name or address in the Manage Account section of the website, by clicking on Edit Details. When an order is placed, you cannot make changes to your name or address once your order has been dispatched.