If for any reason you want to return your purchase you can return it to us in resalable condition within 28 days of delivery for a refund or exchange.
You must request your Return Authorisation Number (RAN) within 14 days of order receipt, and return your unwanted items within 14 days of receiving your RAN, for a refund of the value of the item, or an exchange for the same item in a different size, based on stock availability. If you wish to exchange your item for an alternative product, we suggest that you return it for a store credit and purchase the new item separately.
Requesting a return authorisation number
To request a Return Authorisation Number (RAN) visit yakelo.com/returns
Enter your order number and email address.
Select the item(s) you would like to return and choose the reason why you want to send your item(s) back. If an item is faulty, please provide details why.
Select if you would like an exchange or refund.
Check the box to agree with our Returns & Exchanges Policy. You will then receive an email containing your return instructions, Return Authorisation Number (RAN) and the Return Address Label.
Cost of returning my purchase
For UK orders returns are free. We will provide a pre-paid Return Label to use at your post office.
For all other countries the cost of returning your purchase is your responsibility. We recommend that you send your item back via a service which insures you for the value of the return shipment as unfortunately we can’t be held responsibility for items that get lost in the post.
If you wish to exchange your item, shipping is complementary on the replacement item, but exchanges made to destinations outside of the EU may be subject to import duty and tax by the country to which you are shipping. It will be your responsibility to pay for these potential additional costs.
To exchange an item, request a Returns Authorisation Number (RAN) through your Yakelo account, and specify the new size you require.
If there is a price increase you will be prompted to tick a box on the 'REVIEW & CONFIRM' page. You will see a breakdown of cost and this authorizes Yakelo to deduct the additional price from the original card used to place your order. If the price is lower you will be issued a refund for the difference to the original card used to place your order.
Please note that we are only able to offer size exchanges. If you wish to exchange your item for an alternative style, we suggest that you return it for a store credit and purchase the new item separately.
Your item(s) should be sent back to us within 28 days. Returns outside these timeframes may be accepted at the discretion of Yakelo and may only be refunded as a store credit.
Return policy conditions
Items should be returned unused and with all tags still attached. Returns that are damaged or soiled may not be accepted and may be sent back to the customer and/or a refund refused. Where provided, belts and any packaging such as authenticity cards, dust bags, and leather tags should be included with your return.
All shoes must be tried on a carpeted surface until you are certain you are keeping them. Shoes should be returned unmarked and in their original, undamaged shoe box as this is considered part of the product. Shoes that are returned without a box, in a damaged box or with marked soles may not be accepted, and may be sent back to the customer.
All items returned should have a Return Authorisation Number (RAN) to allow easy identification and prompt processing. Unidentified returns may be returned to the sender.
All items are quality controlled and checked for any faults before they are dispatched to customers. Should you receive an item that is not in perfect condition please contact us immediately, email firstname.lastname@example.org or call +44 (0)845 519 2739.
Goods are faulty if they are received damaged or where a manufacturing fault occurs within six months of purchase. Items that are damaged as a result of normal wear and tear are not considered to be faulty.
To return faulty goods you must request a Return Authorisation Number (RAN) and return your faulty items within 14 days of receiving your RAN, for a full refund or an exchange for the same item, based on stock availability. Where possible, we will offer to repair faulty items. If it cannot be repaired or the same product is not available, you are entitled to a full refund.
Received incorrect items
All items are quality controlled and checked before they are dispatched to customers. Should you receive an incorrect item please contact us immediately, email email@example.com or call +44 (0)845 519 2739.
Cancelling my order
If you are based in the EU under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (ICACRs), you have the right to cancel your order with us provided you give us written notice. The cancellation period will expire 14 days from the day after the day on which you acquire (or a third party other than a carrier and indicated by you acquires) physical possession of the last of the goods.
Notice of contract cancellation under the ICACRs must be given in writing to: Notice of Contract Cancellation, Customer Care Department, Yakelo, 55 North Woolwich Road, London, E16 2AA, United Kingdom, or by email to: firstname.lastname@example.org. You may also use the cancellation form, but it is not obligatory.
On receipt of your notice of contract cancellation, we will email your return instructions, Return Authorisation Number (RAN) and the Return Address Label. Follow the instructions and return your order so we can process your refund promptly.
We recommend that you insure the return shipment as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them at our warehouse. We also recommend that you use a secure, trackable means to return your order to us at: Yakelo, 55 North Woolwich Road, London, E16 2AA, United Kingdom.
Please retain proof of sending, in case of a dispute. Please note that you must cover the cost of the return shipment, as our free returns label does not apply to orders cancelled under the ICACRs. All items must be returned unused, in their original condition and from the country that the order was delivered to. We will refund the full value of your order, including shipping costs, within 14 days of receiving your notice of contract cancellation.
Please note you may only use your right to cancel the order under the ICACRs if you give us formal written notice of cancellation any time after your order has been placed, up until 14 calendar days from the day after you receive your order, by email or post as described above, i.e. before requesting your Return Authorisation Number (RAN) through your Yakelo account.
Receiving a refund
Your refund will be credited to the original payment method or your Yakelo account and will include shipping costs for faulty items or for orders cancelled under the ICACRs only. Shipping costs are not refunded in all other cases. Any sales taxes that were charged by Yakelo will also be refunded.
Please be aware that it can take up to 10 days for the refund to appear in your account.
Holiday Season Return Policy
In addition to our standard 28 day returns policy, we offer an extended holiday season returns policy to make gift purchasing even easier. Orders placed from Monday, November 19, 2018 can be exchanged or returned for a refund until Thursday, January 3, 2019.