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Privacy Policy
Data Protection
Terms & Conditions of Use
Security FAQ's
Accessibility Statement
Delivery
Returns
Exchanges
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Privacy Policy

As with all shopping websites, we collect personal information from you when you shop on our Camel & Yak wesite.

We use this information to make your shopping experience as easy and enjoyable as possible. We need it to process your order, inform you of any delays or problems and occasionally to send you special offers and promotions.

The information we collect is:

Your name – so we know what to call you
Email address – so we can email you order confirmations, delivery delays, offers etc
Billing address - an obvious one
Delivery address – an obvious one
Telephone number – we’ll only call if we have a delivery problem
Credit card details – we only ask for these when you place an order

We use the latest secure server technology to ensure this information is protected to the highest standards.

We use encryption to safeguard your credit card information and only accept orders from web browsers that permit communication through Secure Socket Layer (SSL) technology - this means you cannot inadvertently place an order through an unsecured connection. Most web browsers above version three support this security.

This encryption makes it virtually impossible for unauthorised parties to read any information that you send us.

The encryption technique we use is the highest standard available for e-commerce and certified by VeriSign, the world's most respected certification body for Internet firms.

Data Protection

Camel & Yak is a registered data user under the Data Protection Act. We will never pass on your details on to a third party for marketing purposes. We will however send you details of offers from other companies that we think may interest you, but only with your permission. If you would like to receive such offers please email newsletteroptin@camelandyak.com

There are only four circumstances where we may share some of your data with others:

With agents (including credit reference agencies, credit card clearing agencies (PayPal Payment Services), fraud prevention and detection agencies) that we use to process the orders you place with us or who assist us in the service we provide to you. In these instances, we provide them with only the information they need to perform their function
In the unlikely event that our business assets are ever sold to or purchased by another company. (Our data records are part of our business).
To outside research companies whom we may ask to contact you directly for your opinions on our products and services (in which case we provide them with only the information they need to perform their function).
We do occasionally make names and addresses (but never email addresses) available to companies whose products we think may interest you, unless you have told us not to. If you do not wish to receive such offers please email us at newsletteroptout@camelandyak.com with your user name, which will have been emailed to you when you started your account.

If you have questions about your personal data or our privacy policy, please contact us at privacy@camelandyak.com
You’ll also find more information about this in our Security FAQs section.

To see all the information we have about you, and to correct any inaccuracies, please write to:
The Data Protection Officer
Camel & Yak Ltd.
47a Bell Street
Reigate
Surrey
RH2 7AQ

Terms & Conditions of Use

Camel & Yak Ltd, 47a Bell STreet, Reigate, Surrey, RH2 7AQ. Registered Company Number: 628 9445, Registered VAT number GB 913 4094 42. The following terms and conditions will apply between you and Camel & Yak Ltd, when you buy an item from Camel & Yak website. The terms do not affect your statutory rights.

Your contract for purchases made through the Camel & Yak website is with Camel & Yak Ltd and you undertake that all goods ordered by you are for your own private and domestic use only and are not for resale.
You must be eighteen years old or older to use this site. If you are under eighteen, you may only use this site with the agreement of, and under the supervision of, a parent or guardian. If you do not qualify, please do not use this site.
You warrant that all details you provide to Camel & Yak for the purpose of ordering or purchasing goods are true, accurate, current and complete in all respects; and that the credit or debit card you are using is your own and that there are sufficient funds in your account to cover payment of the product(s) ordered.
You agree that e-mail can be used as a long-distance means of communication.
During the registration process, you must choose a username and password. You are responsible for all actions taken under that username and password and must only purchase from Camel & Yak under your own username and password. You must make every effort to keep your password safe and should not disclose it to anyone. If you think someone else might know it, you must change it. You may not transfer or sell your username to anyone, nor permit, either directly or indirectly, anyone to use your username or password. If there are any changes to the details supplied by you it is your responsibility to inform Camel & Yak Ltd as soon as possible.
It is a crime to use a false name or a known invalid credit card to order. Anyone caught deliberately entering an incorrect or fictitious order will be prosecuted to the fullest extent of the law. Camel & Yak Ltd tracks the electronic 'fingerprints' of every order placed on Camel & Yak to enable us, and all legitimate crime prevention and prosecution authorities, to trace individual users engaging in criminal activities on or using our website.
Camel & Yak Ltd Ltd reserve the right to end our agreement with you and to suspend or terminate your access to the site immediately and without notice to you if:-
- you fail to make payment to us when due
- you breach any of our terms and conditions
- You warrant that all details you provide to Camel & Yak for the purpose of ordering or purchasing goods are true, accurate, current and complete in all respects; and that the credit or debit card you are using is your own and that there are sufficient funds in your account to cover payment of the product(s) ordered.
- You agree that e-mail can be used as a long-distance means of communication.
- when requested by us to do so, you fail to provide within a reasonable time frame, enough information to let us to check the accuracy and validity of any information supplied by you, or your identity
- we suspect you have engaged, or are about to engage, or have way of being involved in fraudulent or illegal activity on Camel & Yak

You agree that if you break these Conditions, or any liabilities are incurred arising out of your use of this website, you will be responsible for the costs and expenses that we or our officers, directors, employees, agents and suppliers incur as a result of the breach, including reasonable legal fees (if applicable). You will remain liable if someone else uses your shopping account and/or personal information unless you can prove that such use was fraudulent.

When placing an order, you agree that any and all information given is accurate and complete.
All orders are subject to acceptance and product availability.
Availability information for products is listed on each individual product description. If Camel & Yak does not have enough stock to deliver the goods you have ordered, we will not charge your credit or debit card until the items are back in stock and ready to be despatched.
All prices listed on Camel & Yak are correct at the time of entering the information, however, we reserve the right to change prices of any product at any time. All prices include sales tax
No contract for the sale of any product will exist between you and Camel & Yak until we accept your order by dispatching the product to you. When this happens we will confirm the acceptance by sending you an email
This confirmation email will be sent to the email address given in your order form and will detail products ordered, payment method, cost (including VAT and P&P) and usual delivery times.
You must check all the details on this confirmation email are correct and contact us as soon as possible if any details are incorrect.
If your order has not been accepted, you will receive an email from us telling you the reasons why.
Discount vouchers cannot be used on sale products.

The delivery period stated within which you will receive your order is approximate. Goods will be sent to the address given by you in your order. If you are ordering more than one item, your goods may be sent to you in instalments if certain items are out of stock.
If your delivery address is outside of the UK, you may have to pay import duties and taxes, which are levied once a shipment reaches your country. You must meet any additional charges for customs clearance. Please note, customs policies vary widely from country to country. We recommend you contact your local customs office for further information.
Please note international shipments may be subject to cross-border inspections by customs authorities.
Bespoke products and furniture items may have longer delivery lead times as they are made to order, we will approximate the date that you will receive your goods, however, this is not always a certain indication of a date and time that you will receive your goods.

Camel & Yak accept most major credit/debit cards:
All credit and debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to authorise payment to us, we will not be liable for any delay or non-delivery.

If you haven’t submitted an order, you may clear the items in your shopping basket at any time by clicking the ‘Remove’ button next to the product you do not wish to purchase in you shopping basket.
If you have placed an order but then wish to change or cancel it, please contact us as soon as you can, as orders move rapidly through to our warehouse. We will try our best to make any changes but we cannot guarantee that we will be able to do so as the order may already have been processed. In such cases, you may have to wait until you receive the order and then follow the normal Returns procedures. You will find more information about this in our Help Centre. We operate No Quibbles Returns policy.
Once we've heard from you that you wish to cancel an order, any sum debited to us from your credit or debit card will be re-credited to that credit or debit account within 30 days of your order, provided the goods you return are in the same condition that they were when delivered to you. You will be liable to any charges incurred when returning the goods to Camel & Yak, unless the return is as a result of an error on our side.
If you are in the European Union and you cancel your order within seven days after the day you get your goods, and you cancel the whole order, we will refund the standard postage and packing costs you paid as part of that order (if any), in accordance with the Distance Selling Regulations. If you paid for premium or express delivery, we will only refund the cost of standard delivery. You will have to pay the costs of sending the order back to us. We will not refund any postage and packing charges if you cancel after the seven days allowed under the Distance Selling Regulations or if you only cancel part of your order (although you still have three months to return your goods and receive a refund for the cost of the goods).
Certain items cannot be cancelled once ordered, such as bespoke items and furniture as these items are made to your request.

You can cancel this contract if you so wish, provided that you exercise your right to do so within seven working days after the day on which you receive the products.
If you wish to cancel your order, please follow the procedure set out in our Returns procedure

You may return most items sold by Camel & Yak within 14 days from the date of despatch for a full refund. For more information, please refer to our Returns procedure.

Camel & Yak will be happy to exchange for the same item most products that are damaged, faulty or incorrectly shipped through any circumstance that is in our error within 3 months from the date of despatch. For more information, please refer to our exchange procedure.

Camel & Yak will not pass on your personal, credit or debit card details to any third party.
We will never ask for personal details via email. If you receive an unsolicited email asking you for your Camel & Yak log in details, please contact our Customer Service team immediately.

We do not accept liability (except as set out below) for any errors and/or omissions contained in our website and reserve the right to change information, prices, specifications and descriptions of listed goods, products and services at any time and without notice.
If an error is discovered in the price of the goods that you have ordered, we will inform you as soon as possible. We shall be under no obligation to fulfil an order for a product that was advertised at an incorrect price. In the event that you order an item and the price published on Camel & Yak is incorrect for any reason, we will email you to inform you that we have not accepted your order, and that your order has been cancelled. You will be advised of the correct price of the subject product. You may re-order it if you wish. If you have already paid for the goods in the circumstances described in this clause, we shall refund the full amount within 30 days of the date of order. Should you choose to re-order at the correct price, a separate transaction will be posted to your credit card.
In the unlikely event that you receive goods which were not what you ordered or which are damaged or defective, or are of a different quantity to that stated on your order form, we shall make good any shortage or non-delivery, replace or repair any damaged or defective goods, or refund to you the amount you paid for the goods in question provided that you notify us of the problem in writing at the address stated in the confirmation email within 10 working days of delivery of the goods plus return the goods to us, unless we inform you that return is not necessary. This provision does not affect your statutory rights.
We have taken every measure to provide accurate product images for each product for sale on the site. However, due to a number of different factors such as Internet browsers, monitor colour contrasts etc, we cannot be held responsible or liable for any differences in colour between the image and the actual product.
The products sold on Camel & Yak are provided for private domestic and consumer use only. Accordingly, we do not accept liability for any indirect loss, consequential loss, loss of data, loss of income or profit, loss of damage to property and/or loss from claims of third parties arising out of the use of the Site or for any products or services purchased from Camel & Yak
We have taken every measure to prevent Internet fraud and ensure any data collected from you is stored as securely and safely as possible. However, we cannot be held liable in the extremely unlikely event of a breach in our secure computer servers.
We shall have no liability to you for any delay in the delivery of products ordered or any other matters to the extent that the delay is due to any event outside our reasonable control, including but not limited to acts of God, war, flood, fire, labour disputes, strikes, lock-outs, riots, civil commotion, malicious damage, explosion, governmental actions and any other similar events.
We make no warranty that the Website will meet your requirements or will be uninterrupted, timely or error-free, that defects will be corrected, or that the site or the server that makes it available are free of viruses or bugs or represents the full functionality, accuracy, reliability of the Website. We will not be responsible or liable to you for any loss of content or material uploaded or transmitted through the Website.
To the fullest extent permissible under applicable law, we disclaim any and all warranties of any kind, whether express or implied, in relation to the Products. This does not affect your statutory rights as a consumer, nor does it affect your Contract Cancellation Rights.
We will not be liable, in contract, tort (including, without limitation, negligence), pre-contract or other representations (other than fraudulent or negligent misrepresentations) or otherwise out of or in connection with the conditions for:
- Any economic losses (including without limitation loss of revenues, profits, contracts, business or anticipated savings); or
- Any loss of goodwill or reputation; or
- Any special or indirect losses suffered or incurred by that party arising out of or in connection with the provisions of any matter under the Conditions.
Nothing in the Conditions shall exclude or limit our liability for death or personal injury resulting from our negligence or that of our servants, agents or employees

All rights, including copyright, in the content of the Camel & Yak web pages are owned or controlled by Camel & Yak Ltd. In accessing Camel & Yak web pages, you agree that you may only download the content for your own individual and non-commercial use. You are not permitted to copy, broadcast, download, store (in any medium), transmit, show or play in public, adapt or change in any way the content of the Camel & Yak web pages for any other purpose whatsoever without the prior written permission of Camel & Yak Ltd.

We can not be held responsible for material displayed on third party websites or any other written material. The only prices that apply for Camel & Yak Ltd products are those stated on the Camel & Yak material. We can not vouch for the reliability of prices stated on shopping directories or through any other third party.

We run a Recommend a Friend programme where our customers can refer friends to Camel & Yak Ltd and in return we will credit their account. Recommend a Friend is subject to the following terms and conditions.

It will take a couple of weeks for the credit to appear on your account as we always check with the Mailing Preference Service (mpsonline.org.uk). This ensures that we don’t send unsolicited mail to recommended friends who are registered. If your friend is listed here, we will not be able to provide credit for their referral.
Please make sure your friends are happy for us to contact them.
Please note that, if asked, we will let your friend(s) know who recommended them.
For every name you give us, provided we do not already have the person’s details, we will credit your Camel & Yak account with £2.50.
You can provide us with up to six names per month all of whom must be 18 years or older.
We are unable to provide credit for more than six referrals in one month from the same source. Any referrals over this limit will be excluded from our records, and the credit for this referral will not be issued.
We can only provide credit for new referrals. A new referral is defined as someone who has never shopped at Camel & Yak or through the Camel & Yak catalogue, and is not currently listed in any of our databases.
You must know the person that you recommend
Camel & Yak reserves the right to cancel any credit given and ban you from participating in the Recommend a Friend promotion if we reasonably believe you have recommended individuals who are not known to you.
There is no cash alternative and no purchase is necessary.

No waiver by us shall be construed as a waiver of any proceeding or succeeding breach of any provision.

Each provision of the Conditions shall be construed as separately applying and surviving even if for any reason one or other of those provisions is held to be inapplicable or unenforceable in any circumstances.

These Conditions govern our relationship with you. Any changes to these Conditions must be in writing and signed by both parties. In this way, we can avoid any problems surrounding what Camel & Yak and you are expected to do. You confirm that, in agreeing to accept the Conditions, you have not relied on any representation except where that representation has been made a term of these Conditions and you agree that you shall have no remedy in respect of any representation. Your statutory rights are not affected by these terms and conditions. Nothing in this Clause shall limit or exclude our liability in respect of any fraudulent or negligent misrepresentation whether or not such has become a term of the Conditions.

The Conditions shall be governed by and construed in accordance with the laws of England and you irrevocably submit to the exclusive jurisdiction of the courts of England.

Security FAQ's

We ask for these details so we can contact you in case there's a problem with your order. In about one order in 50, for example, there's a delivery problem and we need to contact the customer to resolve it.

We also email customers special Camel & Yak offers and information. For example, if we have your email address, we can alert you to our Internet Sale before the catalogues turn up so you can be at the front of the queue.

We do not make email addresses or telephone numbers available to other companies ever. (We do sometimes make postal addresses available to companies we think our customers might be interested in, but if you do not want this service please give us a call and we'll make sure that you do not receive any such mailings.)

All Camel & Yak online purchases take place in a safe environment using the latest security technology to protect our customers.

We encrypt your credit card information to ensure your transactions with us are private and protected as they travel over the Internet. We accept orders only from web browsers that permit communication through Secure Socket Layer (SSL) technology - this means you cannot inadvertently place an order through an unsecured connection. Most web browsers above version three support this security.

Your payment details are held in an encrypted format until we process your order. All orders are processed on computers that are not connected to the Internet.

This encryption makes it virtually impossible for unauthorised parties to read any information that you send us.

The encryption technique we use is the highest standard available for e-commerce and certified by VeriSign, the world's most respected certification body for Internet firms.

If you have questions regarding our credit card security policies, please call us on +44 (0) 1737 222 441.

If you are still not convinced about the safety of shopping online, but would like to enjoy the quality of Camel & Yak clothing, please call us on the number above and place your order over the phone. We are open Mon-Sat: 9am-5.30pm.

To help us give you the best service, we also keep records of:

Your purchases with us. This lets us send you the most relevant offers. It also means we can quickly deal with any problems you may experience with your order.
Any email correspondence you send us. This helps us keep track any problems or concerns you've had with our products or services.
Incoming calls. This is so we maintain the highest standards of customer service and aids with the training of new staff.

All the information we collect via our website or through correspondence with you is used to operate and improve the service we offer you. We are committed to using your personal information only for:

Dealing with orders and accounts for the supply of our goods and services
Planning and managing Camel & Yak business activities, including analysing customers' shopping habits and preferences
Research
Providing you with information about the products and services we offer
Letting you know about offers from other companies, but only with your permission
Assessing your request for delivery of goods and services from us where we may make enquiries about you including searching your records held by organisations like Equifax and credit reference agencies. At all times where we use or disclose your information it will remain secure.

We will never pass on your email address on to a third party for marketing purposes. We will however send you details of offers from other companies that we think may interest you, but only with your permission. If you would like to receive such offers please email newsletter@camelandyak.com

We also never pass on credit card details to anyone, because that would just be crazy.

There are only four circumstances where we may share some of your data with others:

With agents (including credit reference agencies, credit card clearing agencies (Barclays Merchant Services in UK and Payment Tech in USA), fraud prevention and detection agencies) that we use to process the orders you place with us or who assist us in the service we provide to you. In these instances, we provide them with only the information they need to perform their function
In the unlikely event that our business assets are ever sold to or purchased by another company. (Our data records are part of our business).
To outside research companies whom we may ask to contact you directly for your opinions on our products and services (in which case we provide them with only the information they need to perform their function).
We do occasionally make names and addresses (but never email addresses) available to companies whose products we think may interest you, unless you have told us not to. If you do not wish to receive such offers please email us at mailingoptout@Camel & Yak with your account number, which can be found above your address on you latest catalogue.

Cookies are small text files that websites can send to your computer. A cookie can be thought of as an Internet user's identification card. They tell websites when the user returns and allows the site to bring up information relevant to that user, for example your name, past orders etc.

Cookies are not computer programs, and can't read other information saved on your hard drive. They cannot be used to disseminate viruses, or get a user's email address etc. They only contain and transfer to the website as much information as the users themselves have disclosed to that website.

Cookies make the interaction between users and websites faster and easier. Without cookies, it would be very difficult for a website to allow a visitor to fill up a shopping basket or to remember the user's preferences or registration details for a future visit. The Camel & Yak website uses cookies to allow customers to move from one part of the web site to another and to add items to the shopping basket without having to login repeatedly.

The European Union Directive on Privacy and Electronic Communications (the "Directive"), which came into force on 31st July 2002, recognises that cookies are a "legitimate and useful tool" for many activities, including verifying the identity of website users. The Directive makes it compulsory for websites to inform users if cookies are being used (which is exactly what we are doing here), and to provide some information on how cookies are used. You can find more information on this subject at www.aboutcookies.org.

Lastly, the Directive places an obligation on websites to make users aware that they can set their computers to reject cookies. You will find the instructions on how to do this at www.aboutcookies.org.

However, you should be aware that the Camel & Yak website (in common with most other shopping web sites) will not work without cookies.

The Internet is a global network - therefore there are cases where your data travels internationally, which may include places outside the European Union. We want you to know that if you visit or shop with Camel & Yak, you're agreeing and authorising us to process data in this way.

If you have questions about your personal data or our privacy policy, please email us at privacy@camelandyak.com

To see all the information we have about you, and to correct any inaccuracies, please write to:

The Data Protection Officer
Camel & Yak Ltd
47a Bell Street
Reigate
Surrey
RH2 7AQ

Here's the email addresses to write to if you don't want to receive information from us:

Opting out:

If you do not wish to receive offers in the post from companies whose products we think may interest you, please email newsletteroptout@camelandyak.com
If you do not wish to receive any further email messages from us, (and I quite understand if you don't, but remember that if you unsubscribe we will not be able to send you Sale details before anyone else) please email newsletteroptout@camelandyak.com
If you do not wish to be contacted by Camel & Yak at all, please email newsletteroptout@camelandyak.com

Opting in:

If you would like us to send you offers from other companies that we think may interest you by email please email newsletteroptin@camelandyak.com

Internet shopping is becoming more and more popular and the overwhelming majority of transactions are quick, easy and trouble-free. We do everything we can to ensure your shopping experience is as safe and secure as possible.

However, there are a number of additional precautions you can take to increase security:

We recommend you always close down your Internet browser when you have finished shopping online, especially if you use a shared PC. This will delete temporary Internet cookies from any sites you may have visited
Never reveal your password to others
Keep your password as unique as possible and try not to choose obvious passwords, such as your name, partner's name, or other personal information which could be easily obtained by a third party
Avoid using the same password for numerous Internet sites.

Please note, Camel & Yak will NEVER ask for personal details via email. If you do receive an email requesting this information, please contact our Customer Service team immediately.

Accessibility Statement

At Camel & Yak, we are working hard to provide a website that is accessible to everyone, including those with visual, hearing, motor or cognitive impairments.

We are constantly checking and improving our website to ensure it meets the demands of the Disability Discrimination Act and the W3C Web Content Accessibility Guidelines, priorities 1 and 2.

This statement explains the accessibility features we have implemented to make our website easier to use and navigate.

If you have any queries regarding this statement, please contact our customer service team on +44 (0) 1737 222 441.

We’ve tried to use clear, jargon free language that is easy to understand. We’ve also included a comprehensive Help section. This provides guidance on our ordering processes, delivery and returns and many other topics which could be deemed useful to our customers.

We’ve made navigation links consistent between pages throughout the site. The site is also fully accessible using only a keyboard and can be navigated with scripting disabled.

We are constantly testing colour contrasts and combinations to ensure our website can be read by users with visual impairments, including those with colour blindness.

We’ve also concentrated on providing clear, legible text and fonts. Our text sizes are adjustable so you can use your browser to increase or decrease the text size according to your needs. Go to view in your browser to do this.

We have limited the use of Flash and other applications that are known to cause screen flicker.

We’ve also made it possible to use our site without viewing images or graphics by ensuring that all relevant non-text elements have explanatory text descriptions.

We use Cascading Style Sheets (CSS) for visual layout. This allows users to override our styles with their own preferred fonts and colours for increased readability.

We do use pop up windows occasionally for non-critical elements, such as product zoom and site surveys. Our site is still accessible and functional with your pop up blocker switched on.

Javascript is only used on non-critical elements and you should have no problem accessing the site with Javascript switched off.

We’ve distinguished links from our standard web text by displaying all links in a different, bolder colour, usually with arrows preceding the link. If you roll over a link with your mouse, an underline will appear.

We only use tables for tabular data and not for page layout.

The Camel & Yak website can be accessed on PCs and Macs from the following browsers:

Internet Explorer (version 5.5 does not work with Macs)
Firefox
Chrome
Netscape
Safari

Delivery

UK, Channel Islands, Isle of Man, British Forces Post Office.

Europe: Andorra, Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia. Finland, France, Germany, Gibraltar, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland and Vatican City.

The Rest Of The World: Antigua, Australia, Bahamas, Bahrain, Barbados, Canada, Cayman Islands, Fiji, Hong Kong, Israel, Jamaica, Japan, Jordan, Korea, Kuwait, Malaysia, New Zealand, Saudi Arabia, Singapore, South Africa, United Arab Emirates and Virgin Islands.

We've tried to keep the prices down as much as possible and offer £4 postage for those of you who don't mind waiting an extra couple of days (UK customers only).

UK Delivery	Cost	Delivery Time
Standard	£5.99	3-5 Working Days
Premium	Call	Next Working Day

International Delivery	Cost	Delivery Time
Europe	Call	14-21 Working Days
Rest of World	Call	14-21 Working Days

We do try our best to meet the delivery timescales that we quote, but occasionally a parcel can be late due to reasons that are out of our control. Bespoke products and furniture items may have longer delivery lead times as they are made to order, we will approximate the date that you will receive your goods, however, this is not always a certain indication of a date and time that you will receive your goods.

No, you only pay one lot of postage per order, regardless of how many parcels we send out to you.

Don't worry. The nice man or woman who delivers your order will leave a card saying they've called, but no one was at home. There'll be a phone number for you to ring to arrange a more convenient delivery day.

We know you all like free postage and we do offer it as part of a promotion from time-to-time but it is not an automatic 'right' for every customer. We have considered offering it all the time but the costs would have to be absorbed elsewhere (i.e. the price of the clothes going up, which wouldn't be popular either). The old cliché that 'the customer pays in the end' is true in this case I'm afraid.

If you are in the European Union and you cancel your order within seven days after the day you get your goods, and you cancel the whole order, we will refund the standard postage and packing costs you paid as part of that order (if any), in accordance with the Distance Selling Regulations. If you paid for premium or express delivery, we will only refund the cost of standard delivery. You will have to pay the costs of sending the order back to us. We will not refund any postage and packing charges if you cancel after the seven days allowed under the Distance Selling Regulations or if you only cancel part of your order (although you still have three months to return your goods and receive a refund for the cost of the goods).

Returns

We have a no quibble return policy - which does exactly what the label says. You want to return something, for any reason at all, and we won't quibble, argue or even bat an eyelid. You have up to three-months to make your mind up about any order. As long as we receive the returned item within 14 days of the receipt of your order, we'll exchange or refund it, no questions asked. Certain items cannot be cancelled once ordered, such as bespoke items and furniture as these items are made to your request.

Please note, sale items work slightly differently. You can return your order for any reason at any time by posting it to us within 7 working days after the day you receive it, for a full refund.

No problem. Just send the item back to us and, depending on your preferences and stock levels, we’ll either exchange it or give you a full refund. Please fill in and enclose the form attached to your delivery note.

There is no need to worry as you have a maximum of three months to return the goods (although this is reduced to 7 days on sale goods so we can get them back into stock before the sale ends).

We thought about this, but most companies that offer this absorb the costs in other areas – for example putting up the price of their products. We don’t want to do that, so decided to keep things as transparent as possible by letting you know from the offset that it’s our policy to charge for returns. We do sometimes offer free returns during special promotions

We try to process returns as quickly as possible, but, as stated in the catalogue, it can take up to twenty-one days when we’re very busy. Over the last season we have brought down the average time it takes to process a return. We will continue to try and reduce it this season.

If you are returning goods for refund or exchange please send them to:

Camel & Yak
47a Bell Street
Reigate
Surrey
RH2 7AQ

Exchanges

Unless you have an offer providing free returns (we do these promotions every now and then) then you will have to pay for return postage yourself. However, we will happily post you out a different size or style for free.

We will refund the price difference between your item and a cheaper one, or require extra payment to match the price of a more expensive one. That seems fair to us.

As with returns, we offer you a whopping three months to make your mind up.

Press Office

Yes you can, please contact a member of our sales team in one of the following ways;

Email: pr@camelandyak.com
Telephone: +44 (0) 1737 222 441
Post: Camel & Yak, 47a Bell Street, Reigate, Surrey, RH2 7AQ.

All photographs used in the catalogue and website are originated by Camel & Yak and the photographer and as such, they are protected by copyright. This copyright belongs to Camel & Yak and the photographer, and restricts any third party reproduction without permission. By giving you access to the Camel & Yak press website, we are granting you permission to use our images for press purposes only.