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FAQs

RETURNS AND REFUNDS

UK:

What is your returns policy?

We are happy to accept any returned items if they are unworn, returned in the original bag and still have all hang tags attached. Any return must be sent back to us within 14 days of receipt.

Do you offer free returns?

Unfortunately, we are not able to offer free returns at this time.

How do I return an item from my order?

If you wish to return an item from your order, before sending it back please first contact our customer service at hello@weareyouandme.com and advise which item/s you are returning.

Once our customer service team has received your email return request, please send it back to us ensuring your nameorder number and the p-number/s of item/s you are returning are all included on a note within the package. You can find the p-number of your items on the invoice that you received with your order.

We recommend you use a tracked service and obtain proof of postage. We do not accept responsibility for any items lost or damaged in transit.

Please return your goods to the following address:

FAO You & Me, Huboo Ref 4613, Unit 1, Vertex Park South, Emersons Green, Bristol, BS16 7LB

A typical refund will take 21 days for returns to be processed and refunds to reach your bank account, but it can take up to 30 days during busier times. If after 30 days you have still not received your refund, please email hello@weareyouandme.com  

We can also process refunds into store credit, which will be given to you via email in a form of a code. Please note store credit processing is quicker and can take up to 1-2 days.

EU and Rest of World:

If you’ve changed your mind about keeping your purchase, please return your items to the address below within 30 days (for international orders) ensuring your nameorder number and the p-number/s of item/s you are returning are all included on a note within the package. You can find the p-number of your items on the invoice that you received with your order. You are responsible for the cost of your return.

Please ensure items are unworn with all labels intact, well packaged & that you use a tracked service and receive proof of postage from the Post Office. Once received, we will process your request for refund. 

We are not responsible for items lost or damaged in transit.

Returns Address:

FAO You & Me, Huboo Ref 4613, Unit 1, Vertex Park South, Emersons Green, Bristol, BS16 7LB

Have you received my return? 

We aim to process any returns ASAP. You should receive an email letting you know we've received your return, however, please allow up to 30 days before getting in contact with us. If you have not received a full refund within 30 days of returning your item then email hello@weareyouandme.com  

Do you offer exchanges?

Unfortunately, we are unable to offer exchanges. You can return your item to us and place a new order to receive the item of your choice. The original purchase will be refunded within 30 days.

What happens with late returns?

We are unable to accept any returned items outside the 14 day returns period and any item we receive may be returned to you.

 

ORDERS AND DELIVERY

We ship You & Me worldwide!

Standard UK Tracked Shipping: £5 (4-7 working days from shipment)

Standard EU Tracked Shipping: £10 (10-15 working days from shipment)

Standard ROW Tracked Shipping: £15 (15-20 working days from shipment)

NB: Due to the on-going global pandemic international and domestic couriers are currently experiencing delays to their shipping. If your order has still not arrived after 20 working days for international orders and 10 working days for UK orders please contact us at hello@weareyouandme.com .

Where is my delivery?

If you haven't yet received your shipping email (don't forget to check your junk folder) then your order is still with us being prepared. If you have, then it should be on its way!

Our standard 48hr tracked delivery option to the UK usually takes 4-7 working days to arrive from when you receive your shipping confirmation. However it can take up to 10 working days for your order to be dispatched and arrive with you following a new launch.

If your order has not arrived within 10 working days then get in touch with us by emailing hello@weareyouandme.com with your order details.

How do I track my order?

You should receive an email with tracking details as soon as your item ships from our warehouse, if you do not receive an email please get in touch at hello@weareyouandme.com with your order details and we will assist.

Wrong Order/Received Incorrect Item

We are very sorry that we have sent you an item you didn’t order. If you have received an item that doesn’t match your order confirmation or delivery note, then please contact us at hello@weareyouandme.com. Our customer service team will get this sorted for you ASAP.

What do I do if my item is faulty?

We’re sorry to hear that there’s a problem with your You & Me product. So that we can get this fixed for you, please email us at hello@weareyouandme.com  and a member of our team will get back to you shortly.

How do I cancel my order?

To make sure you receive your items ASAP, we start processing your order as soon as we receive it. This means that once your order has been placed, you will unfortunately be unable to cancel it. You can return your order using the instructions in the returns section of the FAQ.

Can I add to my order?

We know you need your order fast! That’s why we begin processing your order moments after payment. Unfortunately, this means once you've placed your order it is not possible to make any additions. You’ll need to place another order.

I didn’t receive an order confirmation.

Have you checked your junk/spam mail? If there’s still no sight of an order confirmation then please contact hello@weareyouandme.com and we will look in to this for you. Alternatively, you can see your recent orders in the ‘My Orders’ section of your You & Me account.

For any other queries or feedback on the delivery service provided, please contact hello@weareyouandme.com  

What should I do if I have ordered to the wrong delivery address?

If you have placed an order but have entered in the incorrect delivery address then please contact us ASAP at hello@weareyouandme.com and we will do our best to catch it in time.