FREQUENTLY ASKED QUESTIONS
WHERE IS MY ORDER?
Can't wait for your delivery to arrive? Enter your Order ID (Starts with GE) and your email address here to see the status of your order. You can find this on your dispatch email. Don't have your order number? Log into your account with us and go to 'Order History'. https://service.global-e.com/track-my-order
MY ORDER HASN'T ARRIVED YET? WHAT SHOULD I DO?
First thing you can do is track your order! It will be able to tell you where your order is if it hasn't arrived yet. We do our absolute best to meet all delivery deadlines however, sometimes things can run a little slower than usual. If this doesn't provide you with the information you require please fill out the customer services contact form and they will be in touch as soon as they can!
WHAT HAPPENS IF I HAVE RECEIVED A FAULTY ITEM?
We’re very sorry to hear that your item is faulty and would certainly love to have this resolved for you, please contact our customer service team via our contact form with a photo of the fault and we can send you a free returns label - Once the item is returned a refund will be issued back to your original payment method - Faulty items will be checked on receipt and validated.
I AM MISSING AN ITEM, WHAT DO I DO?
Sometimes an item can be missing from your parcel, but all our parcels are checked before they leave our warehouse. If an item is missing then please get in touch with our customer services team through the contact form. We investigate on a case by case basis so we can work out what has happened and get the missing item out to you.
CAN I CANCEL MY ORDER?
If you have received your dispatch confirmation from us, unfortunately we are unable to cancel your order and you will need to return the items back to us If you have not received your dispatch confirmation, please contact our customer service team via our contact form and they will assist you in cancelling your order. Just one more thing! The payment will not appear back in your available balance straight away and can take up to 7 working days to show in your bank account. A cancellation email will be sent to you to confirm this has been processed.
CAN I EDIT MY ORDER AFTER I HAVE PLACED IT?
We are really quick to pick and pack your order which means we are unable to make changes once you've placed it. This includes delivery options, delivery address or the payment method. If it is more items you need, you can simply place another order.
I HAVE TRACKED MY ORDER AND IT SAYS IT HAS BEEN DELIVERED BUT IT HASN'T, WHERE IS IT?
In this case you will need to contact customer services using the contact form. We can then look on a case by case basis to see what has happened here and get it resolved for you!
WHAT HAPPENS IF I HAVE RECEIVED THE WRONG ITEM?
We are sorry that the item you have received is incorrect and we would certainly love to resolve this for you. Please contact our customer service team via our contact form with a photo of the incorrect item and we can send you a free returns label - Once the item is returned a refund will be issued back to your original payment method - Incorrect items will be checked on receipt and validated.
WILL MY DELIVERY CHARGE BE REFUNDED?
If you have received your dispatch confirmation from us, unfortunately we are unable to cancel your order and you will need to return the items back to us using your free return label.
If you have not received your dispatch confirmation, please contact our customer service team via our contact form and they will assist you in cancelling your order. Just one more thing! The payment will not appear back in your available balance straight away and can take up to 7 working days to show in your bank account. A cancellation email will be sent to you to confirm this has been processed.
I HAVEN'T RECEIVED MY EMAIL CONFIRMATION, CAN YOU HELP?
Don't forget to check your junk folder, emails can get caught up in there. If you still can't find it then you can log into your account and check order history and you will be able to see all details of your orders. If you require the email confirmation to be re-sent then please contact our customer services team through our contact form.
WILL I GET A REFUND IF THE COURIER LOSES MY PARCEL?
We will do everything we can to get the parcel back to you! We deal with this on a case by case basis and will speak to the courier to see if we can locate your parcel. If we cannot find your parcel we will send out a replacement to get to you as soon as possible.
HOW DO I RETURN MY ITEMS?
Returns are Easy! Items in their original condition can be returned within 28 days of receiving your order. Follow these simple steps; Using our return portal link below. You can return your parcel using your local Parcel point or Postal service, options will be available through the returns portal.
To return your item(s) please log onto our returns portal using your “GE” reference number, click here to log on
Select the item(s) you wish to return to us from your order and choose a return reason for each item.
Print the return label (you should have 2 copies), then place the first copy in the package with your item(s) and then attach the second copy to the outside of your package. Please ensure that the label is attached securely.
You will be provided with a tracking number. Please keep the tracking number safe, so you are able to track the progress of your parcel.
Take the package to your local postal office. We recommend that you retain your proof of postage.
A refund will be processed back to the original payment method once the parcel is processed by Yours Clothing.
A refund will be issued once the goods have been received back at Yours Clothing.
HAVE YOU RECEIVED MY RETURNED ITEMS?
It can take up to 21 days for us to receive the items in our warehouse and process the refund. If it has been longer than this please contact customer services through the contact form, Please make sure you have your returns tracking number so the team can provide a resolution.
WHEN WILL I RECEIVE MY REFUND?
We will issue your refund for returned items as soon as your returned parcel has reached our distribution centre. We’ll send you an email as soon as your return has been processed and the funds will take 3-5 working days to reach your account. All refunds are issued in the same payment method as your original payment.
HOW WILL I BE REFUNDED?
To make the process as quick and easy as possible refunds will always be processed in the same way as your original payment method.
WILL MY DELIVERY CHARGE BE REFUNDED?
We only refund the cost of the item when we process the return, not the delivery cost.
CAN ALL ITEMS BE RETURNED?
Most of our product range can be returned through our quick and easy process. The only items which cannot are face masks, earrings and hair accessories due to hygiene reasons.
CAN I GET A REFUND IF THE PRICE OF THE ITEM HAS CHANGED SINCE I ORDERED IT?
Due to the ever changing online product selection we cannot offer refunds if the price of a product changes after your purchase.
HOW LONG WILL IT BE TILL I RECEIVE MY REFUND?
Your parcel should take around 21 working days to reach us. Please use the tracking information provided when returning your parcel to check the progress of your parcels journey. We will process your return on the same day we receive your item/s, once it has been processed we will send you confirmation. Please allow 7 working days for your bank to process your refund.
WHAT CAN I DO IF MY REFUND AMOUNT IS INCORRECT?
We are sorry about that! Please contact our customer services team through the contact form and we can get this resolved for you. This could be for a few reasons such as discounts or the delivery charge not being included.
HAVE YOU RECEIVED MY RETURNED ITEMS?
It can take up to 21 days for us to receive the items in our warehouse and process the refund. If it has been longer than this please contact customer services through our contact form. Make sure you have your returns tracking number handy.
WHAT CURRENCIES DO YOU ACCEPT?
We offer different currencies to make it even easier for you to shop, these are; GBP, AUS, USD and Euros.
WHEN CAN I USE A VOUCHER CODE?
We aim to make this process as simple as possible however each voucher code will have different T&Cs as to when this can be used. These should be featured on the marketing communication you were sent or a link to the site will be provided where you can find the details about that specific voucher code.
I USED A VOUCHER CODE BUT NOW I NEED TO RETURN MY ITEM, CAN I DO THIS?
Of course! Follow the normal returns process and our team will refund the price you paid for this item.
MY PAYMENT WAS DECLINED - WHAT CAN I DO NEXT?
If your payment method had been declined then you will need to place your order again, unfortunately we aren't able to reinstate the order. Before you do this, speak to your banking or payment provider to see why this has happened. If payment has been taken please let us know through our contact form.
I HAVE FORGOTTEN TO ADD A PROMOTIONAL CODE TO MY ORDER, CAN THIS BE ADDED AFTER I'VE RECEIVED MY ORDER CONFIRMATION?
I'm afraid we are unable to add a discount code to an order once the order has been placed with us. If you have had any problems placing an order then please contact our customer service team.
DO YOU OFFER EXCHANGES?
As a company we do not currently offer exchanges online. If the items are unsuitable for you and in an unworn condition, you can easily return them for a refund and place a new order online.
CAN I PLACE AN ORDER BY PHONE?
We have made our website super easy to use so that you don't have to order by phone. If you are having any problems with this then please contact customer services through our contact form.
I WOULD LIKE TO LEAVE SOME FEEDBACK, WHERE CAN I DO THIS?
If you have anything that you loved about Yours Clothing or any problems you would like to be resolved, please do not hesitate to contact us via our contact form. We appreciate your feedback and aim to resolve any problems as quickly as possible.
WHY HAVE I RECIEVED AN EMAIL SAYING THE ITEM I HAVE ORDERED IS OUT OF STOCK?
We're sorry if you've received an email saying one or more of the items you've ordered is out of stock. Our online stock is updated regularly and is as accurate as possible, but sometimes, things fall through the net. We will still send the remainder of your order and refund you for the item that is not in stock. Keep an eye out- it may come back in stock!
DO YOU HAVE MEASUREMENTS FOR A PARTICULAR ITEM?
Available measurements are listed in each item’s product description. Further information about clothing measurements are not available.
WHERE CAN I BUY PLUS SIZE BRAS?
Searching for the perfect bra? You have come to the right place, we have a whole range of plus size bras designed to be both flattering and supportive for the bigger bust. Available in back sizes 38-50 and cup sizes B-J so we have a bra to suite every shape.
WHERE TO BUY MATERNITY CLOTHES?
We have a fanatastic range of plus size maternity clothes in our Bump It Up Maternity brand available online only. This offers everything from tops, jeans and dresses suitable for both the bump and the nursing stage of maternity, available in AU sizes 16-32.
HOW OFTEN DO YOU RESTOCK PRODUCTS?
All the time! We have the styles you love coming into our warehouse everyday. We get these on site as quickly as possible ready for you to shop! Take a look at coming soon, these are styles coming into the business soon so you can sign up and be the first to know when the stock hits the website making sure you can get your hands on the styles you want as soon as you can!
HOW OFTEN DO YOU GET NEW ARRIVALS?
We have brand new styles you will love coming into our warehouse everyday! We get these on site as quickly as possible ready for you to shop. Take a look at coming soon, these are styles coming into the business soon so you can sign up and be the first to know when the stock hits the website making sure you can get your hands on the styles you want as soon as you can!
HOW CAN I FIND A PRODUCT OR BRAND?
Our website aims to make it as easy as possible to look for new products or brands. You can search for products and brands in the search bar which runs along the top of the screen or use the menu to find certain categories you are looking for. Go to New In to see the latest on-trend items.
HOW DO I CHANGE MY NAME AND ADDRESS ON MY ACCOUNT?
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.
I'VE FORGOTTEN MY PASSWORD, CAN YOU HELP?
We've all done it! If you go to the customer log in page there will be a link to reset your password. Follow the email sent straight to your inbox to reset your password.
DO I NEED TO CREATE AN ACCOUNT TO SHOP WITH YOU?
No, you don't need to set up an account to shop with us. When you get the checkout simply choose the guest checkout option.
WHAT ARE THE BENEFITS OF HAVING AN ACCOUNT?
If you open an account our system will store your details, so next time you order it will be quicker and easier. For your security we will not store any of your credit and debit details. You also have the option to sign up to emails and text messages so you will be first to know about great new products and offers available on site!
DO YOU STORE CARD DETAILS?
The only place we store card details is in your account options if you choose too. It makes shopping next time so much easier and we store all information in a safe and secure place however this is completely up to you!
HOW CAN I UNSUBSCRIBE FROM EMAILS AND TEXTS?
We are sorry you feel this way. You can unsubscribe to emails and texts at any time. Log onto your account and you can edit your preferences.