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FAQ

Shopping at Lewisyates.com is easy, if you have any problems follow our FAQ advice, or contact our customer care at info@lewisyates.com and we will get back in touch with you within 24 hours or call our team on +44 (0) 1277 653834, between 10am to 5.30pm Monday - Saturday. 

Shopping & Orders 

 How do I find an specific Item?

If you know exactly what your want, you can search our online store by the products category, under the department section (Womenswear, Menswear, Accessories, Shoes) or by designer under the designer drop down menu. If you hover over the selected the department a drop down menu will appear, here you can filter by the options on the list. There is also a feature on the right hand side of each category page that allow you to select options.  

Or if you’re looking for something in particular you can enter the keywords or description name into the search bar.

 Does Lewis Yates have seasonal sales?

We have two sales a year, our summer sale and our winter sale. Find the sale by the reductions selection on the right of the homepage navigation. 

We cannot guarantee to equal the prices of other stores during the sales period. Due to the exclusive nature of the stock we cannot guarantee that items will appear available in the sale later in the season. 

 How do I make a purchase?

When you find a product you want to buy simply select the colour, quantity and your size click ‘add to bag’. 

Select the icon with £ sign next to it and your shopping bag will appear.

Click ‘Check Out’ 

After you have reviewed your order is correct, click ‘Proceed to Purchase’ 

Sign up if you are a new customer or login if you have already registered or proceed unregistered.

Fill or click the required boxes for billing, shipping, delivery and packaging options. 

You will then need to click ‘Proceed to payment’

If you have a promotional code you will need to enter this now underneath promotional code and click apply.

Select the top option for Credit/Debit Card and the bottom option for Paypal .

Complete your order by clicking ‘Place Order’ .

You should shortly receive an email notifying your order is 'Processing' and will then be confirmed with a 'Dispatched' email. 

How do I know if the item is in stock?

In stock items are usually shown. As you select the size,colour and quantity availability and your cursor shows a blocked sign - unfortunately the item is out of stock. However if you still select ‘add to bag’ apop up will notify you the selected item is out of stock. To be notified when the product is back in stock enter your email in the section below. 

Alternatively, you can contact us at info@lewisyates.com with ‘Interested in Item’ followed by a description of your requirements for the order. 

Or you can ask by calling  +44 (0) 1277 653834, between 10am to 5.30pm Monday - Saturday or emailing us at info@lewisyates.com

Please be aware if the product is in your shopping bag or wish list and isn’t reserved, this item is still available to other customers to purchase as you browse.  

Can other people see my Wishlist?

Only you can access your Wishlist. 

If you are shopping In store, you can highlight the items you wish and our team can keep a record of this for you and for your loved ones. 

Do I need to set up an account to place an order?

To place an order you can sign up if you are a new customer or login if you have already registered or proceed unregistered. If you proceed unregistered you will need to input your email, billing and shipping address. 

Can I purchase the item in store?

In store and in stock items are usually shown. If you reserve the item this insure you that the item is waiting for you. 

Alternatively you can ask by calling  +44 (0) 1277 653834, between 10am to 5.30pm Monday - Saturday or emailing us at info@lewisyates.com.

 Can I order by telephone?

We do not take payments for orders over the phone. We can however reserve an item for you if you are purchasing this later in the store. Reservations last 24 Hours. Alternatively if you have any further questions, you can call +44 (0) 1277 653834, between 10am to 5.30pm Monday - Saturday or email us at info@lewisyates.com.

 How can I pay? 

We accept American Express, Visa, Visa Debit, Master Card. 

For customers using PayPal this is also available. 

You can also use Lewis Yates LTD E-Vouchers as tender on your online order. Add your E-Voucher code to promotional codes when completing your order. 

Is it safe to use my credit card online at lewisyates.com?

All orders of through a strong fraud-checking system. We ensure purchases are safe and secure and work hard to check this before accepting any orders.  

How do I check my order if I used proceeded with an unregistered account?

You can check the process of your order by checking your confirmed order email. If you cannot see this in your inbox check your spam/junk folders. 

You will receive two emails, one acknowledging you order and the second with your delivery tracking reference. 

If you have any further questions, you can call +44 (0) 1277 653834, between 10am to 5.30pm Monday - Saturday or email us at info@lewisyates.com.

 How will I know if you have received my order?

After you have purchased your order you will receive two emails. 

The first email you will receive will be from us 'processing' your order. This means our team has now acknowledged the order. Please note this does not mean we have confirmed your order. 

After the your payment, billing, shipping and order details have been approved, your order will be accepted and the items will be packaged and shipped to you.  

Once this is confirmed you will receive a second email confirming your delivery with a tracking reference and link attached. 

If the items you have selected are unavailable, we will then try to allocate them for our labels, you will be emailed if this is not possible. 

We will notify you immediately once this is confirmed with an option to exchange or refunded. 

If you do not receive any of these emails in your inbox please check your spam or junk folders. 

Alternatively if you have any further questions, you can call +44 (0) 1277 653834, between 10am to 5.30pm Monday - Saturday or email us at info@lewisyates.com.

Can I change my order if it has been placed?

After you have purchased your order you will have to cancel your order immediatly. You can cancel an item, change the size, or edit the shipping address details. To make these amendments please call our customer care team +44 (0) 1277 653834, between 10am to 5.30pm Monday - Saturday or email us at info@lewisyates.com.

You will receive two emails after ordering. The first one you will receive will be from us acknowledging you order.

Please note if you have not cancelled your order and have recieved a second email with notifying you it been dispatched and you will need to send the item back to us.

Please note, we are unable to combine orders and add pieces to an existing order once it has been placed.

Delivery 

 How much does delivery cost and how long does delivery take?

For shipping and delivery information please go to our ‘Shipping Information’ page. 

Can I collect my order instead?

Select ‘Collect In Store’ underneath delivery options as you check out. If the product,billing and stock detail is all correct, your order will be ready for collection within 1 hour and available between 10am-5.30pm Monday-Saturday.

If you have already purchased your order and selected a different delivery option, you can contact us to rearrange - if  you have not receive your second delivery email and it has not been shipped already. 

Let us know by calling +44 (0) 1277 653834, between 10am to 5.30pm Monday - Saturday or email us at info@lewisyates.com. 

What type of packaging will my goods arrive in?

At LewisYates.com you can can select how you would like your items delivered and packaged. 

Without decision you will receive your item wrapped in a luxury black tissue and finished with a Lewis Yates Sticker. This option is free of charge. All shoes will arrive in the brands original packaging. This will then be packaged in a recyclable silver packaging bag. Or you can choose our premium packaging. 

What is premium packaging? 

Your item will be wrapped in a luxury black tissue, sealed with the Lewis Yates branding and presented in a black chic box and covered in recyclable silver packaging bag. 

 Do you have next day delivery? 

Next Day delivery will require a signature and is estimated within 1 working day if ordered before 3pm. Please note if you are ordering on a Saturday, this will not work as our delivery services do not run on Sundays.

For more shipping and delivery information please go to our ‘Shipping Information’ page. 

 Do you deliver on Sundays?

Our delivery services do not run on Sundays, view our ’Shipping Information’ page for more information. 

 Is my Package insured and does it require a signature? 

Your package is insured and will require a signature. 

For more shipping and delivery information please go to our ‘Shipping Information’ page. 

Returns 

What do I do if my order has arrived but I have received the wrong item/size/colour?

Let us know by calling +44 (0) 1277 653834, between 10am to 5.30pm Monday - Saturday or email us at info@lewisyates.com. 

EXCHANGES

Should you wish to exchange any item, please log into your account and go to the returns and refunds tab. Please select the item from your orders that you wish to return which will display the details of your order where you can 'request an exchange'. In the free text box, please ensure you state the design, style, size and colour of the item you wish to exchange your order for, then click 'submit'. You should receive an email confirmation once your request has been received and a further email will be generated if your exchange has been approved.

Please allow up to three working days from the receipt of a return for the replacement goods to be dispatched.
Please note that if we do not have the available stock for the requested exchange, a refund will automatically be processed and a confirmation email will be sent.

FAULTY GOODS

Goods are classified as faulty if they are received damaged, or where a manufacturing fault occurs within three months of purchase. Please note that items that are damaged as a result of wear and tear are not considered to be faulty and the decision made by Lewis Yates Ltd will be final.

If you would like to exchange a faulty item, please be aware that we can only replace it for the same product in the same size, subject to availability. Where possible, we will offer to repair faulty items.

RETURNS / REFUNDS/CANCELLATIONS

We realise that not everything in life works out, so in line with UK sales law, if you are unhappy with any item of your order for any reason, Lewis Yates Ltd will provide a full refund within 14 days of the date of receiving your returned items, providing items are returned to us in their original condition with tags attached.

Should you wish to return an item, please ensure the item is securely packaged and sent to: Lewis Yates, 80 High Street, Billericay, Essex, CM12 9BT along with your order details. Please then take your package to the Post Office and ensure you receive proof of postage. Unfortunately we cannot refund any goods lost in transit.

Please note that items returned to us without their original packaging or damaged will not be accepted and will be returned to you. Therefore, should you think you may wish to return an item, please ensure that you keep the original packaging.

All refunds will be made to the card originally used to purchase the goods. Please be aware that whilst we aim to get your refund to you as quickly as possible some card returns can take up to 30 business days for banks to complete depending on their processing time. This can vary between card issuers and unfortunately we are unable to influence this.

Any returns received outside the 14 days are accepted at the discretion of Lewis Yates Ltd. This does not affect your statutory rights.

E Voucher / Gift Cards 

What is an E Voucher?

An E Voucher can be purchased by yourself or be recieved as a gift. 

What is the difference between an E Voucher and Gift Card?

E Voucher is an online gifting code, Whereas a Gift Card is only redeemable in store. 

How do I buy a E-voucher?

You can find E Voucher in the search engine or on the Gifting department.
Select 'More Details' on the voucher, you will then be directed to the Voucher Product page.
Chose the amount suitable and the quantity needed. 
Once you have purchased an E Voucher you will recieve an order confirmation email, this will disclose the E Voucher Code.
You can forward this email to your loved ones or print it. 
You can also see purchased vouchers in 'my account' and then 'my vouchers' and you'll see a list of the the evouchers you've purchased (if you purchased it whilst logged in to a user account) 

How do I redeem my E-voucher?

 

Can I use an E-voucher/ Gift card bought in store/online to purchase online/instore? 

Let us know by calling +44 (0) 1277 653834, between 10am to 5.30pm Monday - Saturday or email us at info@lewisyates.com. 

My gift card is lost, stolen or damaged what do I do?

If your gift card is not expired, depending on record details we can create a new gift card for you. 

Can I get a refund on an E-voucher?

E Vouchers and Gift Cards cannot be returned or exchanged for cash. All returned items that are paid with a gift card will be credited on account. This can be redeemed within 3 months.