FREQUENTLY ASKED QUESTIONS
TRACK YOUR ORDER
Can't wait for your delivery to arrive? Enter your tracking code 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'.
DO YOU DELIVER TO MY COUNTRY?
Yes! We have worldwide delivery options so you can get the UK's most loved plus size fashion brand straight to your door! Simply select your country and you will be able to shop in your local currency, language and be shown speedy delivery options to your country.
WHAT DELIVERY OPTIONS DO YOU OFFER?
Whether that is straight to your door the next day or to collect from your favourite local store there is a whole range of delivery options to suit you!
Guaranteed Premium Next Day Delivery
ASDA to YOU Click and Collect
EVRI Parcel Shop
For extra details on all our delivery options visit the delivery page here.
DO YOU OFFER NEXT DAY DELIVERY?
Yes we do! Order before 8PM Monday - Friday / Saturday Before 12PM This is a fully tracked service from dispatch to delivery with options to amend your address, leave your parcel with a neighbour or change your delivery date (The courier will send you an email to advise they have received your parcel! Once your parcel has arrived into the couriers network please click manage parcel and amend your details accoridnly )
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!
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 to your item/s or delivery method's once you've placed it, If your address is incorrect then please contact our customer service team with your order reference and new address and they will be happy to assist (excludes Klarna/Laybuy/Clearpay/PayPal)
CAN I CANCEL MY ORDER?
If you have received your dispatch confirmation from us, unfortunately we are unable to cancel your order as this means your parcel would have left our warehouse already however please do not worry you can request for your parcel to be returned to sender via the courier tracking link , Just click manage parcel and select return to sender - Once this arrives back with us a refund will be issued to your original payment method and confirmation will be sent via email. If you have not received your dispatch confirmation, please contact our customer service team via our live chat portal 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 RECIEVED A FAULTY ITEM - WHAT DO I DO?
We are very sorry to hear that this has happened to your item and would certainly love to have this resolved for you, Please return the item back to us by creating your return via the returns portal https://yoursclothing.returns.international/lite
I'm afraid we do not provide partial refunds to keep any item/s with a manufacturing defect and the item would need to be returned for a refund or replacement to be issued
Please ensure a note is added into your parcel to state if you would like a refund/replacement once the item has been inspected by our quality control and returns team, they will action accoridnly.
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 have paid via PayPal all confirmation emails will be sent to your Paypal email address) 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 the live chat portal, contact form or call us on 03309122464.
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 via the live chat portal or message them 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 AN ITEM IS MISSING FROM MY PARCEL?
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 live chat portal or 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.
WHAT HAPPENS IF I HAVE RECEIVED THE WRONG ITEM?
We’re very sorry to hear that your item is incorrect and would certainly love to resolve this for you, please return the item back to us using the returns portal to generate your free label https://yoursclothing.returns.international/lite Once you have generated your return please contact our customer service team advising of this and our team will then create your replacement order and new confirmation will be sent via email We would like to confirm that if you request a replacement, we will not ask you to pay the postage charge again
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 ITEMS?
If you wish to return a parcel please ensure the items are in a resalable condition and unworn with the tags attached within 21 days of receiving the item, otherwise we cannot guarantee they will be accepted. You will now be able to process your return to us using your order reference number, Email address or area code by clicking the following link https://yoursclothing.returns.international - we offer a variety of different return methods to suit all our cutsomers needs. (Im afraid we do not offer online exchanges, however you can return an item to any of our store to exchange / refund, please ensure you have your invoice as this is required by our staff members to process your exchange/refund , This is attached to your dispatch email)
WHERE IS 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. An email confirmation will be sent to you when this has been processed Paid with Klarna, Laybuy, Clearpay and Zilch? If you have returned an order in its entirety and the full amount of the order is refunded, any upcoming payments will be cancelled and any payments you have already made will be refunded back to the card you paid with.
CAN ALL ITEMS BE RETURNS?
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.
WHAT CAN I DO IF MY REFUND AMOUNT IS INCORRECT?
We are sorry about that! Please contact our customer services team through the live chat portal or 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.
WILL MY DELIVERY CHARGE BE REFUNDED?
We only refund the cost of the item when we process the return, not the delivery cost.
WHAT PAYMENT OPTIONS DO YOU OFFER?
We have lots of different payment options to suit our customers - Whether that’s credit or debit card or our buy now pay later options Klarna, Laybuy, Clearpay and ZIP, Payment for orders can also be made via Yours Clothing Gift Cards and Your Clothing Gift Vouchers (T&C;s apply for Gift Vouchers) Each buy now pay later option offer slightly diffent options so please click the below link that is applicable to you for more information Klarna , Laybuy
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 AND WHERE IS THIS ENTERED?
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 will be feautured on the marketing communication - (only one voucher can be used per order)
CAN I USE A GIFT CARD AND VOUCHER CODE TOGETHER?
Yes you can! Enter the voucher code at the basket page and the Gift Card details at the payment page and you will be able to use both together.
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 live chat portal, contact form or call us on 03309122464.
CAN I TOP UP A GIFT CARD?
Yes you can! Take your Gift Card into your local store and the brand ambassadors will be more than happy to help. They can easily top up your Gift Card with the amount required.
I HAVE A GIFT CARD; HOW DO I CHECK MY BALANCE?
To check your balance please enter your card number and PIN number by clicking the following link. www.yoursclothing.co.uk/giftcard
WHERE DO I ENTER MY GIFT CARD or GIFT VOUCHER ?
I HAVE RECEIVED A GIFT VOUCHER; HOW DO I USE THIS? Please ensure this is being entered at the first stage of the checkout. Once you have clicked 'My Bag' you will see all items in your basket on the right hand side and under the delivery options you will have a box - 'Got a Voucher code?' please enter your voucher here. (Gift Vouchers can only be redeemed once and would have to be used in full)
WHERE DO I ENTER MY GIFT CARD? Gift cards can be entered at the payment stage of the checkout under 'Pay by Yours Clothing Gift Card'. They start with 5045 and are 19 digital long. (There is no limit for the amount of Gift Cards you can apply at the payment stage)
I HAVE A PROBLEM WITH MY GIFT CARD OR GIFT VOUCHER?
We are sorry to hear you are experiencing issues with your Gift Card or Gift Voucher - please provide your Gift Card Number, PIN or Gift Voucher to our Customer service team by the live chat portal, contact form or call us on 03309122464 and we will be happy to help
HOW LONG IS A GIFT CARD OR GIFT VOUCHER VALID FOR?
All Gift Cards and Gift Vouchers are valid for 12 months, make sure you use it before it expires!
HOW WILL I BE REFUNDED IF I PURCHASED MY ORDER USING A GIFT CARD / GIFT VOUCHER?
If you have made your purchase using a Gift Card or Gift Voucher, Please do not worry! Any money owed to you will be refunded via the same method Gift Vouchers - A new voucher will be generated and emailed to you Gift Card - The funds will be added to the Gift Card originally used. If you no longer have this Gift Card please do get in contact with our Team and they will be happy to post a new one out to you.
I HAVE FORGOTTEN TO ADD A PROMOTIONAL CODE TO MY ORDER, CAN THIS BE ADDED AFTER I'VE RECEIVED MY ORDER CONFIRMATION?
As we would love to help, Please contact our customer service team with your order reference and promotional code via live chat, our contact form or by calling us 03309122464 and we will be happy to manually add this for you
DO YOU OFFER EXCHANGES?
Exchanges for online transactions are only available in store. 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.
WHERE IS MY NEAREST STORE? ARE YOU OPENING ANY MORE STORES?
You can locate the nearest store to you using our online store locator here; store-finder. Simply enter your postcode into the store finder and it will find the closest store to you, it's as easy as that!
We are currently working on opening several new stores around the country, which will be announced via Facebook, email and our website - keep an eye out for your local area!
DO YOU OFFER WHOLESALE OPPORTUNITIES?
Please follow the link to be redirected to our wholesale page - https://www.yoursclothing.co.uk/wholesale
WANT TO WORK WITH US?
We are always looking for exciting new opportunties to work with you! Whether that's in store, at head office or working with us in partnership. Check out our careers page here for the latest vacanices. If you feel you are a model that could suit our brand please email some photographs to [email protected] and we will consider your application. If you would like more information on becoming a blogger then please contact us at [email protected] and we will be in touch.
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 by following the link - https://www.yoursclothing.co.uk/contact-us We appreciate your feedback and aim to resolve any problems as quickly as possible.
CAN I PLACE AN ORDER BY PHONE?
I'm afraid we do not have the function to take telephone orders, however we have made our website super easy to use! If you are having any problems with this then please contact customer services through the live chat portal, contact form or call us on 03309122464 and they will be happy to assist
WHAT SIZE AM I AND DO YOU HAVE MEASUREMENTS FOR A PARTICULAR ITEM?
we have a team of experts with over 20 years experience fitting plus size clothing so we can ensure we fit and flatter your curves time after time. We have also created this easy to use guide so you can find the perfect fit first time. Available measurements are listed in each item’s product description. Further information about clothing measurements are not available.
HOW OFTEN DO YOU RESTOCK PRODUCTS / 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 very 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!
Item available on the website but not in your size? Please do not worry! Click the size you require and a pop up will appear for you to enter your email address, As soon as the stock arrives into our warehouse you will be notified via email
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 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!
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.
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, alternatively contact our Customer Service Team with the email or telephone number you'd like removed and they will action accordingly
Still need help? Our customer service team will be happy to help. Make sure you include your order number when contacting them.
Customer Service Contact Times
Monday - Friday: 8am - 6pm
Saturday & Sunday: 10am - 4pm
Bank Holidays: 10am - 4pm
Call us on 03309122464 (Available Monday -Friday 8am-6pm)
If the above FAQS have not answered your query then please call to speak to a member of the team.
Or you can send us a direct message on social media.