Many reviews describe returns that stall and refunds that arrive late or not at all. Customers often say support does not reply across email, phone, and social channels. Some shoppers report well-fitting, high-quality dresses and helpful in-store service. Overall ratings split sharply between strong praise and serious complaints.
Examples from available reviews (Jul 2017 – Mar 2026).
Return request unresolved for two months with incorrect label and no engagement.
“DO NOT BUY - RETURNS PROCESS DOES NOT EXIST”
Website and support have been unresponsive, suggesting major issues.
“Website is down, no replies on social media, no replies from customer support email.”
Boutique staff were helpful and the dress was fashionable, comfortable and luxurious.
“I'm really happy with my purchase”
Beautiful products and excellent quality overall.
“Beautiful products. Great quality”
Reviews repeatedly mention returns that do not get resolved and missing return labels. Several customers say refunds were not issued even after the company received the return, and in some cases they only got their money back through third-party claims.
Some international buyers mention extra costs from customs and return shipping that lower value, though this comes up in a minority of reviews. Others tie poor value to items that look different from the photos or use lower-quality materials.
Customers report website outages, phone numbers that do not work, and automated replies with no follow-up. A small set of reviews mentions positive in-store visits and items that fit quickly.
Feedback splits between praise for strong fit and luxurious fabrics and complaints about wrong colours, cheap materials, and items that do not match the images. This mirrors the mix of high and low ratings.
Multiple reviewers describe automated acknowledgements that never turn into a real response. They also report little to no engagement by email, social media, or phone when asking about returns or order updates.
Some customers say they were happy quickly, while others report repeated service problems that never get resolved. The overall picture stays polarised, with clear clusters of five-star praise and one-star complaints.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (22) · Reviews (10) · Reviews (1) · Quotes shortened · As of: March 2026
Dress larger than expected, different from picture, and returns support unresponsive.
“I've tried multiple times to get a return label, but no one has replied.”
Return sent months ago with no credit and poor company responses.
“I am still chasing the credit for this return.”
Returned an item and received no response or refund for over a month.
“Really really bad customer service.”
Return request unresolved for two months with incorrect label and no engagement.
“DO NOT BUY - RETURNS PROCESS DOES NOT EXIST”
Dress was much different than pictured and returns support was unresponsive.
“Purchased dress which was too big and nothing like image.”
Website and support have been unresponsive, suggesting major issues.
“Website is down, no replies on social media, no replies from customer support email.”
Multiple emails ignored, unable to return an item purchased for mum.
“Very poor post purchase service.”
Order mistakes and missed communications left refund and delivery unresolved.
“they've messed up my order giving refund for wrong item”
Return label never provided and multiple emails ignored before return deadline.
“their returns process is deliberately flawed”
No return label or responses and the phone number does not work.
“Returns procedure is terrible.”
Customs and international return costs make purchases not worth it.
“customs charges will apply making the dress cost way more than it's worth.”
Returned item with no confirmation or refund despite multiple contacts.
“Returned dress but never received confirmation email and dont see any refund in my bank account.”
Numerous return label requests were ignored and no refund issued.
“All I want is a label and refund !”
Received a misleading item and refund offer was mismanaged and insincere.
“What arrived was a dull green dress made of flannel material.”
Automated replies promise contact but return label requests go unanswered.
“Customer service keep sending an automated reply that they’ll be in touch - and then nothing.”
Unexpected full shipping charges and restrictive sale return policy denied refund.
“I've never had such a horrible returns experience.”
Boutique staff were helpful and the dress was fashionable, comfortable and luxurious.
“I'm really happy with my purchase”
Quality has declined with poor materials and an overly convoluted returns process.
“quality is comparable to shein, poor quality, poor materials”
Return received but refund not processed and communication was confusing.
“I still haven't received my refund even though they received my return on 19th December”
Order not dispatched for a month and customer service is unreachable.
“can't communicate with them.”
Poor quality items and no response; refund only obtained via PayPal.
“Only got money back via PayPal.”
Still haven't received their order despite having an order number.
“Still haven’t received my order ORDER NUMBER #M2-000033587”
Multiple contact attempts but no reimbursement for a returned item.
“Horrific customer service, I’ve emailed, I’ve messaged and they haven’t reimbursed me for a return I sent back weeks ago.”
Return request unanswered for eight days, suspecting deliberate delay to avoid refunds.
“I need to return the item unworn with all the labels attached but they have not responded in 8 days .”
No reply and no refund weeks after return despite proof and PayPal claim.
“Poor quality dint reply to emails, dint refund weeks after receiving return and proving the proof they have it back and via PayPal Disgusting”
Company refused promised extended return, losing a long-term customer.
“they don’t want to reimburse me.”
I recently had the pleasure of shopping with Closet London and I must say, I was thoroughly impressed. As someone who values contemporary fashion and feminine designs, this brand was a match made in heaven for me.
The website is easy to navigate which made my shopping experience seamless from start to finish. The range of patterns and colours on offer is truly stunning - the bold prints are particularly noteworthy - there's something to suit everyone's taste here.
What stood out most to me about Closet London was their attention to detail when it comes to fit; every item that arrived fitted like a glove! Their clothing seems to be designed specifically for confident women who want pieces that flatter their natural curves.
I felt really excited while trying out my new wardrobe staples as they gave me confidence that truly reflected the brand itself: elegant, stylish & chic all at once! My package arrived promptly, no delays were experienced!
Overall, I highly recommend this brand especially if you're searching for timeless style choices without breaking your wallet. Without hesitation would purchase again in future!
Return refused for being slightly overdue despite bank holidays and past custom.
“they wouldn’t take into account the extra bank holidays nor my past custom.”
Customer service failed to change or cancel order despite assurances.
“she said it was too late it had already been dispatched.”
Beautiful products and excellent quality overall.
“Beautiful products. Great quality”
Provided very good service and good quality products.
“Very good service good quality products”
Provided very good service and good quality products.
“Very good service good quality products”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Closet London is a UK womenswear brand and online retailer. It sells dresses and occasion wear through its e-commerce site. Product pages usually show size guides, fabric details, and delivery information. The company lists customer support via email and telephone. It also supplies selected retail partners and releases seasonal dress collections.