RETURNS & REFUNDS
-
Please note that nothing in this Returns Policy affects your statutory rights, including your right to cancel your entire order under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
If you've changed your mind about keeping your purchase, please return it within 14 days in its original condition with proof of purchase.
We'll refund it, as long as it meets our terms and conditions explained on this page.
Sorry - We do not offer exchanges, but you can return items for a refund. If you want a different size or colour, you can place a new order.
By original condition we mean:
you’ve kept all original packaging and labels in good condition and the product can be resold at full price.
you haven’t used the product.
the product contains no personal data and isn’t registered to a user.
Items must not be used, worn or washed
Items must be in original packaging and all tags attached
Personalised items will not be accepted unless the text is incorrect, or the item is faulty
You’ve kept all original packaging and labels in good condition and the product can be resold at full price.
you haven’t used the product.
the product contains no personal data and isn’t registered to a user.
Items must not be used, worn or washed
Items must be in original packaging and all tags attached
Personalised items will not be accepted unless the text is incorrect, or the item is faulty
Underwear, Beauty Items and pierced jewellery cannot be returned for hygiene reasons
Items which deteriorate or expire rapidly, magazines, items that are sealed for hygiene reasons, computer games with the seal broken or any items that have been inseparably mixed after delivery, cannot be returned
Any Items with a security Seal cannot be returned. Any items with the seal broken or a void showing on the sticker will confirm that the item has been opened and potentially used. We will not accept returns of void showing for hygiene reasons
Please Read The What Can’t Be Returned Section For Full Details of Items You cannot Return.
We don't accept returns for unwanted items after the relevant returns period above. If you try to make a return, we may elect to send it back to your default delivery address and ask you to cover the delivery costs.
If you have any further questions. You May contact us as follows:
Email: support@ya-soko.com
You can also Contact Us via our Contact Us Page.
-
The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (UK) advise you have fourteen calendar days to cancel the contract for your order with us and we will issue you with a full refund for the items you have purchased and the cost of standard delivery if you've paid for shipping.
The fourteen calendar days start from the day after you receive your order.
If you're returning your whole order and you've paid for delivery we'll refund the cost of Standard Delivery to your country even if you've used one of our quicker delivery options. For example, if you pay £5 for a Next Day Delivery service but the cost of Standard Delivery is £3 then we will refund you £3. The extra £2 is not covered under these regulations. If only part of your order is returned, any delivery charge you paid won't be refunded.
We need written confirmation of cancellation from you, so you'll need to get in touch using any of our available contact options to let us know you'd like to cancel your order under the Consumer Contracts Regulations 2013. Alternatively, you can complete the Withdrawal Form attachment and send it back to us. You'll find details on how to send this back to us on the Withdrawal Form.
If you have already received your order, you will need to return to us the items from your order that you wish to cancel. Once you let us know you'd like to cancel we receive your completed Withdrawal Form, we will write and let you know how to do this.
The items you return must be unworn and in their original condition and will be inspected once we have received them.
We try hard to accept all returns. Returns to us need to have the original tags still on them but need not be returned to us in the same packaging in which they were delivered to you. However it is your responsibility to ensure that the returned items are packaged well enough that they won't be damaged on the way back to us. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you. In this case we will not refund you. If we do not receive the cancelled order back, we may arrange to have it collected at your cost.
-
These products can only be returned if they’re faulty or not as described.
Purchases received over 14 days ago
Items you’ve opened or unsealed- Any Items with a Void sticker showing will be seen as opened | Used.
Items without the original packaging or labels
Items or packaging in poor condition
Items that contain your personal data or have been registered with the manufacturer
Live plants and trees
Food items such as hampers and other perishables that have an expiry date
Products made or cut to your own specifications
Products that have been personalised for you
Computer software that has been opened or redeemed
Opened gift cards
Products that can’t be returned for hygiene:
Beauty products that have been opened, used or don’t have the seal intact
Personal care products including electric razors etc
Lingerie briefs, underwear, and stick-on bras
Swimwear (if the hygiene seal has been removed)
Pierced earrings or Jewellery
Bedding
Items which have been used, worn or washed
Items which have been Tailored or Altered in any way.
Items that are not in original packaging and all tags attached
Items where the Void Seal has been broken and shows Void.
Items which have been Personalised (unless the text is incorrect, or the item is faulty)
Underwear, swimwear and pierced jewellery cannot be returned for hygiene reasons
Items which deteriorate or expire rapidly, magazines, items that are sealed for hygiene reasons, computer games with the seal broken or any items that have been inseparably mixed after delivery, cannot be returned
Face + Body products
Underwear
Swimwear.
Pierced jewellery
Face coverings
We will not accept returns for items which are not in their original condition. By original condition we mean:
you’ve kept all original packaging and labels in good condition and the product can be resold at full price.
you haven’t used the product.
the product contains no personal data and isn’t registered to a user.
Items must not be used, worn or washed
Items must be in original packaging and all tags attached
Personalised items will not be accepted unless the text is incorrect, or the item is faulty
You’ve kept all original packaging and labels in good condition and the product can be resold at full price.
you haven’t used the product.
the product contains no personal data and isn’t registered to a user.
Items must not be used, worn or washed
Items must be in original packaging and all tags attached
Personalised items will not be accepted unless the text is incorrect, or the item is faulty
Underwear, Beauty Items and pierced jewellery cannot be returned for hygiene reasons
Items which deteriorate or expire rapidly, magazines, items that are sealed for hygiene reasons, computer games with the seal broken or any items that have been inseparably mixed after delivery, cannot be returned
Any Items with a security Seal cannot be returned. Any items with the seal broken or a void showing on the sticker will confirm that the item has been opened and potentially used. We will not accept returns of void showing for hygiene reasons
If you return products which are outside our returns policy or if you don’t have proof of purchase, we’re unable to process a refund or exchange, so please keep your order confirmation and ensure your item meets the criteria above.
You May contact us as follows:
Email: support@ya-soko.com
You can also Contact Us via our Contact Us Page.
-
Online purchases can be returned to us via the post - Please email us at support@ya-soko.com to start your return.
We do not cover the cost of the return. You will need to arrange for the item to be returned back to us along with evidence of return.
Returned items are your responsibility until they reach us, so make sure they're packed up properly and can't get damaged on the way!
As the parcel remains your responsibility until it arrives back to us, please ensure that you get proof of postage in case you need to contact us about your return.
We're not responsible for any items that are returned to us by mistake. If we're able to locate the item sent by mistake (Which is not likely), we may ask you to cover the delivery cost to have it sent back to you.
You May contact us as follows:
Email: support@ya-soko.com
You can also Contact Us via our Contact Us Page.
-
You’ll receive a refund within 14 days of receiving the goods back. Refunds will be made to the same payment method you used.
For items bought with gift cards, we’ll send an e-gift card to the email address that was used to make the purchase.
You May contact us as follows:
Email: support@ya-soko.com
You can also Contact Us via our Contact Us Page.
-
If your product develops a manufacturing fault within 30 days of purchase, please return with proof of purchase and we’ll exchange (If the item is still available) or refund it (if the item is no longer available). Please disable any security features and remove your personal data if applicable.
After 30 days, we’ll repair or replace the product in accordance with the terms of the Consumer Rights Act 2015.
Get in touch if your item is faulty.
None of the above exclusions affect your statutory rights, in particular your rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. More information on your rights under Consumer Contracts Regulations 2013.
You May contact us as follows:
Email: support@ya-soko.com
You can also Contact Us via our Contact Us Page.
-
Unfortunately, We do not cover the cost of returns. You will need to cover this cost yourself.
Please contact us using the details below for more information.
You May contact us as follows:
Email: support@ya-soko.com
You can also Contact Us via our Contact Us Page.
-
If you bought a few items with a promo code, and returned one or some of these, we’ll deduct a percentage of the promotion value from your refund.
This is part of the terms and conditions of our offers.
You May contact us as follows:
Email: support@ya-soko.com
You can also Contact Us via our Contact Us Page.
-
Free gifts received as part of an offer or promotion when purchasing an item must be returned with the main ‘qualifying’ item to receive a full refund.
You can still buy the gift, provided it’s for sale on YA SOKO website as a stand alone item, by placing a new order for it at the normal advertised price.
If you want to cancel the main qualifying item in a ‘gift with purchase’ order, this will also cancel the connected promotional (free) item.
This will result in a refund of the entire order price and neither of the items will be delivered or available for collection.
You May contact us as follows:
Email: support@ya-soko.com
You can also Contact Us via our Contact Us Page.
-
You should receive your refund for returns within 14 days of sending the item back.
It can take up to seven days for it to reach our returns centre. Then, we check and process your return, which can take up to two days. We’ll then send you an email to confirm it’s been processed and your refund should be in your account within 14 days.
If you haven’t received your refund within 14 days of sending it, please contact us: Get in touch about your refund.
We don't take responsibility for items returned to us by mistake. We can't guarantee that incorrect items can be found or returned to you and we do not accept any liability for such returns. If you realise you have returned an item in error please contact us immediately with the order details.
You May contact us as follows:
Email: support@ya-soko.com
You can also Contact Us via our Contact Us Page.
-
You should receive your refund for returns within 14 days of sending the item back.
It can take up to seven days for it to reach our returns centre. Then, we check and process your return, which can take up to two days. We’ll then send you an email to confirm it’s been processed and your refund should be in your account within 14 days.
If you haven’t received your refund within 14 days of sending it, please contact us: Get in touch about your refund.
We don't take responsibility for items returned to us by mistake. We can't guarantee that incorrect items can be found or returned to you and we do not accept any liability for such returns. If you realise you have returned an item in error please contact us immediately with the order details.
You May contact us as follows:
Email: support@ya-soko.com
You can also Contact Us via our Contact Us Page.
-
We'll refund your returns that are posted back to us, within 14 days.
It can take up to seven days for it to reach our returns centre. Then, we check and process your return, which can take up to two days. We'll then send you an email to confirm it's been processed and your refund should be in your account within five days.
If you returned an item to us more than 14 days ago and you still haven’t received a refund, please contact us.
If the item was paid for using a gift card, we’ll send an e-gift card to the email address that was used to make the purchase. Please check your spam folder as it may be there.
I've only received some of the refund
If you’ve returned multiple items and haven’t received a full refund yet, please wait until the 14-day refund period has passed. Get in touch with us if it’s been more than 14 days and you haven’t received a full refund for all the items you returned.
Items bought using promo codes
If you bought a few items with a promo code, and returned one or some of these, we’ll deduct a percentage of the promotion value from your refund. This is part of the terms and conditions of our offers.
Refunds for purchases using multiple payment methods
If you paid for an order of multiple items using both gift cards and a debit/credit card, in cases where you’re receiving a refund for some of the order we will refund you with a gift card first.
You May contact us as follows:Email: support@ya-soko.com
You can also Contact Us via our Contact Us Page.
-
We do not always include a delivery note with orders. You'll now find everything you need to know about your orders and returns in your online account. You can also email us to register a return.
Please see our Returns Policy for more information.
You May contact us as follows:
Email: support@ya-soko.com
You can also Contact Us via our Contact Us Page.
-
You May contact us as follows:
Email: support@ya-soko.com
You can also Contact Us via our Contact Us Page.
-
Imperfect or “Flawed” Goods Policy
Last updated: [11th November 2025]
At YA SOKO, we celebrate the imperfect. Some of our products are sold at a reduced price because they have small flaws, cosmetic marks, or other minor imperfections. As part of our waste reduction, we’re proud to give these items a second chance, and we want to make sure you know exactly what you’re buying.
Before You Buy
Any known fault or imperfection will be clearly described and/or photographed in the product listing.
By purchasing an item labelled “imperfect,” “faulty,” “damaged,” “seconds,” “second Hand” or “Flawed,” you acknowledge that you are aware of the described issue and accept the item in its current condition.
The discount applied reflects the known imperfection.
Product Documentation & Quality Checks
Every imperfect item is fully inspected and photographed before dispatch to document its condition at the time of sale.
These records act as our quality reference and will be used to assess any claim of new damage or faults after delivery.
This ensures full transparency and fairness for both our customers and our team.
Your Rights
Under the Consumer Rights Act 2015, customers are not entitled to a refund for the specific fault or imperfection that was clearly disclosed before purchase.
However, if your item arrives with a new fault or damage not described in the original listing, please contact us within 30 days of receiving your order.
We will review the claim against our documented evidence and product images taken prior to dispatch.
If it is confirmed that the new damage was within our evidence, a refund will be issued.
Refunds Only
We offer refunds only for verified new faults caused by us.
We do not offer replacements or repairs for imperfect items.
Refunds will be processed via the original payment method once the return has been received and reviewed.
Returns of Imperfect Items
Returns for known or described imperfections are not accepted.
Returns are only accepted if:
The item has a new, undisclosed fault verified against our pre-dispatch documentation; or
Please contact us at returns@ya-soko.com before returning any item so we can confirm eligibility of return and issue a return reference.
Our Promise
We aim to be transparent, honest, and fair. Each “Flawed” piece is unique and helps reduce waste while celebrating beauty in imperfection. We document every order carefully so that both our customers and our team are protected — ensuring that every refund or decision is based on clear, factual evidence.
Thank you for supporting conscious shopping and giving imperfect goods a new life.