I wrote an email yesterday it is not replied. I wrote another this morn and waiting for reply.

I am not happy about that they send me a bigger wrong size. ( their M size is very big to me. that’s mean I couldn’t check with the true fit ) I ordered a S size but they sent me a M size. When I check about return, the first 2 options are basically encourage customer to keep the money in the purchasing balance or I could choose refund - exclude the delivery fee + insurance. However they send me wrong size and it does not serve well my ‘trying on’ purpose. If I said yes to the other options like changing size how would I guarantee the S is correct size?
And then they do not let me choose buy without insurance, the page just simply not letting me. And then now not refund the insurance.
More, the color is darker than the image.

I ordered a dress from here and it arrived used and dirty. It's literally stained and has loose threads with the tag on. Absolutely disgusted. I've had less used stuff from vinted, an actual used clothing platform.

Update: Customer care didn't handle it, they directed to returns, which charged a £2.50 processing fee on top of the compulsory protection fee that is not refundable. Outrageous to charge me for returning an item that is in such bad condition, and does not match website photos or description.

Commande passé le 16 février et toujours pas expédiée !
J’ai été avertie que la livraison pouvait aller jusqu’à deux semaines mais là ça fait plus de trois semaines et je n’ai AUCUNE nouvelle de ma commande malgré les deux relances que j’ai envoyé au service client qui ne m’a toujours pas répondu alors qu’ils annoncent un délai de réponse de Max 72h en période de vacances …
J’ai bien sûr été débitée de la commande, c’est d’ailleurs la seule chose qui n’a pas pris de temps.

Je sens que je ne verrais jamais la couleur de cette robe …

Absolutely love Yumi clothing. I’ve ordered from Yumi a number of times now and I’ve always been really happy with the quality. The clothes are well made and feel like they last, which keeps me coming back. The styles are a little bit different from the usual high street options, which I love. Returns are straightforward. I’ll definitely be ordering again.

Asked to swap refund with credit, and they took 2 weeks to respond to say they cant permit it because the order had been received and refunded. Yet they couldn't see that I sent it straight after I processed my refund request.

Order 47014. I purchased a cardigan on the 12th November as a Christmas present. After receiving it I thought that I would check out the returns period for Christmas gifts. I received a short reply stating there was no window currently for Christmas orders. In view of that I decided to return the package which had not been opened at all. I subsequently received a refund less a total of £7.70 which included a handling fee of £2.50. Whilst I have no objection to paying the return postage, I felt that £2.50 to handle a return which had not been opened was a little unfair and emailed accordingly. Again another short reply stating as per our policy there is a £2.50 charge. Whilst this was in process I noted that a returns window for Christmas gifts had been opened to include orders from the 1st November. Customer Services failed here on two counts. Not researching the returns window with anyone and not making any consideration for returning an unopened parcel. What incentive is there in my purchasing anything in the future? A gesture of goodwill regarding the £2.50 would have saved submission of this tale of inadequacy.

Looks like my recollection of this tale of a returns window for Christmas returns effective from 1st November 2025 which appeared on the website now appears to be incorrect. As they say in royal circles, recollections may vary Alex

I returned an item to this company, for which they confirmed receipt and confirmed a refund would be processed. It has now been over a month with no refund issued and no response to several emails. Terrible customer service.

I purchased a dress along with a number of items last year for Christmas 2024. Yes it was 12 months ago, but it's as much about how much an item is used as to how old it is! The dress in question was part of my winter wardrobe and used for special occassions, it had small embroidered flowers all over it. It was worn 3 times last year and washed twice. I wore it again last week, and when I took the dress off, I noticed that all the flowers on the back seating area of the dress were missing the brown stems. I am assuming that either A. these were never stitched on and as you focus on the front of the dress it was never picked up, or they all mysteriously unravelled in the wash. Either way, its evident the dress has hardly been worn, and both times washed, was only on a woollens 30 degree wash inside out and ironed inside out hence I can't pin down as to whether it was purchased with the fault or happened somehow during the last 12 months. Either way, a £65 dress should withstand a couple of washes and not unravel in 12 months.

I sent a message to Yumi with the original order number, and images of the dress and fault in question, and whilst I am aware, legally I have no come back with the fault on this dress, an acknowledgement, or apology would have been appreciated, as this dress, now I am aware of the fault is only for the bin. With such poor customer service, and evidently poor quality clothing, unlikely I will be using again!

Order No. as requested 203792 (WEB203792). As I wrote directly to you on the 8th December though with pics. and heard nothing back, I eventually binned the dress last week, and haven't purchased from you since, as obviously the customer service is also poor. I still have the pictures of the dress if you do wish to see them.

Clothing okayish but button was off when I hot the product these are nice cloths but seem they have various issues as suspect made cheaply. Did email them but they could not do anything really!!. So was a bit annoyed with that sew the button myself again!!!.

Vorsicht, Seriosität fraglich!
Meine Frau hat auf dem Postweg ein fehlerhaftes Kleidungsstück erhalten. Auch nach 5 emails keine Reaktion von Yumi.
Ein seriöser Kundenservice sieht anders aus, vor Bestellung genau überlegen....

UPDATE 13.01.26
a) entgegen der Tatsachen schreibt Yumi 
nachfolgend, die retournierte Ware läge (am 10.1.) 
nicht vor.
Hier der Beleg von DHL:
"Die Sendung wurde zugestellt Zielland/-gebiet: Vereinigtes Königreich Do, 08.01.2026, 09:12 Uhr"

b) ebenfalls schreibt Yumi nachfolgend:"Gemäß der
Yumi-Rückgaberichtlinie wurde Ihnen außerdem die 
Erstattung der Rücksendekosten zugesichert."
Im Widerspruch hierzu schrieb Yumi am 10.12., 
nachdem die defekte Ware bereits mehrfach von 
uns reklamiert wurde: "For international orders, you will be required to pay for return shipping, per our return policy"

I was very happy with the quick delivery & quality of items but returning has been a problem. I’m still trying to track a return to receive a refund. I have emailed with no reply & the phone number just goes to voicemail. Could someone please get in contact so we can resolve this issue.

Ich bekam ein besticktes Kleid, bei dem sich die Blüten durch lose Fäden auflösten, das Kleid war 2 cm kleiner, als angegeben, das konnte ich in der neuen Bestellung nachweisen.
Der Kundenservice antwortet zäh, mehrmalige Nachfragen nach einem Retourenlabel wurden nicht beantwortet, aber dass die Kosten des Kleides voll rückerstattet werden würden.

Nun hänge ich mit dem Kleid hier, weiß nicht, ob ich selbst die Retoure zahlen soll, diese erstattet bekomme dann, oder ob noch ein Retourenlabel kommt.

Es sind schon 5 Mails in dieser Fragestellung unbeantwortet.

Das ist ärgerlich und kein Kundenservice.

YUMI BREACH CONSUMER RIGHTS ACT 2015 when dealing with customers directly and ignore emails that raise this

I loved the brand and clothes but would now due to lesson learnt advise you only buy from reputable high street retailer who understands UK consumer rights and law

Ordered a below knee dress that arrived as a maxi literally rubbing on floor - ordered my usual YUMI size and dress was depicted as short below knee apparently I loose £6 if I return dress for refund but retain full value if I agree to credit to spend with YUMI

They have a two week return policy but ignore emails and their return portal only allows partial refund or full refund as credit to use with YUMI which is in fact breach of Consumer Rights Act 2015

Somehow a delivery insurance was added to costs unbeknownst to me item arrived covered in a sticky substance postman had put it in a plastic bag it was awful unsure what it was monitor mail on postman’s route had issue - inside packaging and dress were not damaged

Used to love this label and its clothing was a great fit for me and I thought I could order in confidence directly to YUMI but have learnt and I agree with summing up by trust pilot
“people have mixed feelings about their orders, particularly regarding sizing and fit. Additionally, some reviewers have expressed concerns regarding the return policy, mentioning issues with the return process and costs”

I guess I will have to ask my bank to raise a dispute if YUMI continue to ignore my emails

They asked me to do a review but contact them first before I did if I had any issues - despite emailing twice once asking for a below knee dress as described to be delivered on time for when needed and once pointing out their reruns policy breaches Consumer Rights Act 2015, item is not as described at point of sale so I am entitled to full refund including postage
Dress fits perfectly bit it is not the length depicted in picture at point of sale

All good. No problems.

I have a few items of clothing from Yumi and I have been impressed by all of them. They are good quality for the price and the dresses have lovely details such as embroidery. The delivery has been prompt and efficient. However, I have not been impressed with the returns process. The cost of my purchase was £60-15. I have had to pay delivery charges and returns insurance so the refund was £52-76. I had paid by Klarna pay in 3 so of the first installment of £20-15 I have received £7-70. For an item I couldn't exchange because the next size was out of stock. Ouch. I had to chase the refund anyway. I was informed that Royal Mail had lost the return in transit after hearing nothing for 8 days. Looking at other reviews on this site this seems to be a common excuse offered for missing returns and I feel a bit sceptical. There was a QR code and I had a tracking number. I usually find Royal Mail one of the most reliable delivery services. I ordered another dress from them in a different style but with the same fabric. I hope to goodness it fits as it seems to be quite a pricy and irritating process to send something back. I would love to give more stars because I really like the clothes but this is a definite drawback. Best plan, but not possible for me, is to buy in store.

My experience was different from Mrs Plumb's as I had to exchange my Brown Sherpa Long Gilet for a size 8 from a size 10. I must say the sizing on this gilet did appear generous. I explained to the helpful James that the size was wrong and he e-mailed me a FOC returns label which I attached to my size 10 gilet. I returned it on Wednesday and received my size 8 replacement just two days' later on Friday. Amazing service, quality of goods and I highly recommend this family run company. Top class.

Great quality product, perfect fit true to size, fast delivery, definitely recommend!

Never received my dress and also still awaiting refund

Have a few dresses from Yumi over the years but having put on some weight and left it very late to prepare for a wedding, I ordered two dresses in a panic (and about 15 from other places!). They arrived far quicker than expected and both fit like a dream! Very pleased. Was complimented lots on both