Reviews show a clear pattern: many customers praise product materials and timely deliveries, especially for classic leather bags, while a larger portion report poor post-purchase support. Frequent issues include unanswered calls, slow or absent email follow-up, payment/checkout failures and refund or returns disputes. If you consider buying from Cuyana, check the current return and warranty policy and verify shipping timelines for your region. For higher-value purchases, document orders and correspondence in case follow-up or dispute resolution is needed.
Examples from available reviews (Jun 2022 – Feb 2026).
Order was partly unfulfilled and customer service failed during holiday delivery.
“this item is unavailable and had to be removed from your order”
Multiple orders repeatedly cancelled and customer service failed to respond.
“14 purchases, all of which are confirmed and cancelled within 1 minute of each other.”
Recent scoop neck tee was poor quality and deteriorated after few wears.
“low quality material, see-through, does not hold shape, and is pilling after a few wears.”
Classic tote arrived quickly and proved high quality during travel.
“The bag is gorgeous and extremely high quality”
Most reviews cite repeated failures in order processing, shipping delays and inconsistent after-sales support that often remain unresolved.
A small set of reviewers question value after defects or partial refunds and complain about return costs and refund handling.
Checkout, payment and returns processes are frequently reported as frustrating; some users praise the website but many report failures.
Product feedback is mixed: several buyers praise leather goods and durable items, while others report poor material, pilling or stitching failures.
Frequent complaints about unanswered phones, slow or no email follow-up, and automated ticket closures without substantive resolution.
Overall impressions skew negative due to service and communication problems, though some customers report positive product and delivery experiences.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (25) · Collected.reviews (1) · Quotes shortened · As of: February 2026
Leather bag shipped folded, damaged, and customer service refused acceptable remedy.
“they shipped it to me FOLDED IN HALF in a small box.”
Company failed to ship an online order for over two weeks.
“Cuyana failed to ship an online order for over two weeks.”
Wallet was poorly packaged, causing significant disappointment.
“the company sends it in a liottle cotton bag, jammed into a tiny non-padded envelope.”
Strap design flaw causes ends to hang unattractively on bag.
“the ends of the strap would hang over the bag which is very ugly”
Bought online but now receives daily unsolicited marketing text messages.
“I receive spam texts from the company every.single.day.”
Company delayed promised discount code despite repeated contact.
“I was promised a discount code.”
Multiple orders repeatedly cancelled and customer service failed to respond.
“14 purchases, all of which are confirmed and cancelled within 1 minute of each other.”
Recent scoop neck tee was poor quality and deteriorated after few wears.
“low quality material, see-through, does not hold shape, and is pilling after a few wears.”
Customer service fails to follow up after initial responses.
“Cuyana doesn’t follow up with their emails.”
Gift card refund mishandled and customer service failed to resolve.
“I now have $600 stuck on a gift card”
Order was partly unfulfilled and customer service failed during holiday delivery.
“this item is unavailable and had to be removed from your order”
Reviewer praises handbag leather and lightweight sleepwear that washes well.
“The leather is amazing and the styles are gorgeous.”
Reviewer cannot reach customer service to arrange local returns.
“I’m having a difficult time getting in touch with a human”
Passport cover did not fit and customer service required return costs.
“Purchased a passport cover that didn’t fit my passport”
Phone lines unused and customer service directs customers to email instead.
“The number listed is an answering machine saying they cant answer phones”
Order went unprocessed and customer service did not respond.
“I placed an order for a jewelry box on December 4th & no information as to my item since then.”
Customer support responded quickly and resolved the issue satisfactorily.
“Customer support was super fast and attentive to every detail of my order.”
Customer service corrected a wrong address and delivered promptly.
“they were very responsive and addressed the error that I made.”
Classic tote arrived quickly and proved high quality during travel.
“The bag is gorgeous and extremely high quality”
Zipper broke and company had no purchase record, refusing repair.
“they had no record of my purchase and they basically told me to bad.”
Overnight shipment delayed and customer service provided unhelpful responses.
“No customer service, have had something overnighted and haven’t received it in 5+ days.”
Good merchandise but customer service failed to answer calls and emails.
“Good quality merchandise but terrible customer service.”
Bag arrived creased from improper folding or shipping.
“The bag had clearly been folded improperly in storage or shipped improperly.”
Products are nice but customer service fails for returns.
“Cannot print return label, no response to email, and the hold music is driving me crazy.”
Good merchandise and delivery but no return follow-up from customer service.
“I emailed them 3 times about a return with no response.”
As a content customer of Cuyana, I would like to share my positive experience with their premium essentials. From the timeless apparel to accessories, everything is made using high-quality materials and finest craftsmanship which shows in the final product.
The pieces are not only stylish but also functional that can be used for years without worrying about it going out of fashion. The website is easy to navigate and has detailed information that helped me place an order quickly.
My purchase arrived promptly and was impeccably packaged which gave a luxurious shopping experience. Moreover, their sizing chart ensured accuracy in choosing the right size making my online shopping hassle-free.
Overall, I am satisfied with my purchase from Cuyana and have added a few more items already to my wishlist!
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.
Cuyana is a fashion brand offering women's apparel, leather goods and accessories sold primarily through its own online store and select retail channels. Consumers researching reviews should expect a brand positioned in the premium segment that ships internationally and operates direct-to-consumer sales and support channels.