Reviewers most often highlight fast, helpful support that replaces or helps repair faulty items quickly. Several mention weak durability, with chains or clasps failing after only a few wears. A small number report items damaged in delivery or not hearing back from support. Some customers still keep buying long term despite the quality concerns.
Examples from available reviews (Dec 2021 – Mar 2026).
Company resolved an order query quickly with exceptional customer service.
“Exceptional Customer Service.”
Reviewer says purchased items were cheap and ended up discarded.
“Cheap quality trash !”
Parcel mishandled, gift packaging inadequate, and company response was unhelpful.
“The courier did not ring the doorbell and the packaging was visibly damaged.”
Longtime customer who loves their dainty jewellery and returns regularly.
“I have been a loyal Estella customer over the years.”
Most reviews describe quick, practical support that organises replacements or shares repair advice. Several reviewers mention specific staff by name and note fast replies. A smaller set of comments points to courier issues or an unhelpful response when a delivery problem came up.
Several reviewers question the value after items showed poor durability. One review mentions returns being difficult and costly. Many others do not discuss price, so value concerns mostly tie back to durability complaints.
Long-time customers describe repeat purchases and overall satisfaction with shopping. A few isolated issues show up, such as a popper closure on an accessory that keeps opening. Most comments focus on how problems were handled after purchase, not on navigation or checkout.
Multiple reviews describe early breakages, including thin chains snapping and clasps breaking after a few wears. One reviewer calls the items low quality and says they threw them away. Across negative reviews, durability stands out as the main product issue.
Reviewers often praise quick email or support responses, plus helpful troubleshooting videos or guidance. One review says support never replied after being contacted; that kind of non-response is rare next to the positive feedback. Customers also frequently mention being offered a direct replacement once they reached out.
Reviews draw a sharp contrast between consistently strong customer service and repeated complaints about durability. That split leaves shoppers with mixed, sometimes polarised impressions. Several reviewers stay loyal even with the durability reports.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (21) · Collected.reviews (1) · Quotes shortened · As of: March 2026
Faulty clasp replaced quickly after contacting responsive customer service.
“I have my replacement delivered and wearing today.”
Returns are difficult and jewellery quality is mediocre.
“Returns are difficult and not free.”
Reviewer says purchased items were cheap and ended up discarded.
“Cheap quality trash !”
Company resolved an order query quickly with exceptional customer service.
“Exceptional Customer Service.”
They corrected a shipping mistake and sent the package promptly.
“Brilliant customer service”
Customer service responded promptly and helped resolve a product defect.
“Marianna was very prompt with her reply’s and helped resolve the issue”
Thin chain bracelet broke after two wears and was disappointing.
“broke after 2 wears.”
Longtime customer who loves their dainty jewellery and returns regularly.
“I have been a loyal Estella customer over the years.”
Customer support offered repair help and sent a replacement promptly.
“Riju sent me a video on how to fix the earrings.”
They apologised and promptly sent a replacement pair for the faulty item.
“instantly offered to send a replacement pair directly to my friend.”
Tarnished earrings were replaced the same day after contacting customer service.
“a replacement pair was on its way to me.”
Parcel mishandled, gift packaging inadequate, and company response was unhelpful.
“The courier did not ring the doorbell and the packaging was visibly damaged.”
Company replied quickly and resolved a product issue satisfactorily.
“Estella Bartlett were so quick to reply and sort my issue.”
Positive experience with traditional attentive customer service and good products.
“restores your faith in old style customer service.”
Positive experience; beautiful jewellery and prompt replacement service.
“Their jewellery is beautiful and their customer service is exemplary”
Backpack's popper closure repeatedly pops open making it insecure.
“I find it repeatedly pops open when carried”
Customer service replaced a favourite necklace quickly and professionally.
“My partners favourite necklace replaced and delivered within days”
Customer service went above and beyond to resolve an issue with the necklace.
“The service I received was above and beyond”
Reviewer praises excellent customer service and recommends the company.
“Amazing customer service in every way.”
Necklace clasp snapped after fewer than three wears, disappointing durability.
“it's lasted less than 3 wears before breaking.”
Lovely jewellery and efficient, helpful customer service praised.
“Customer service has also been very efficient and the team there are extremely helpful.”
The Double Star Necklace and Stud Earrings Gift Set that I ordered, paid for and was to be delivered within 24 hours. Have not arrived yet.
I have not received my goods, I have contacted them and received no response, I have called them and had no response, and I have attempted to contact them through social media without success.
I believe that the website is no longer active.
Despite the fact that their social media is updated.
I was quite disappointed since I had planned to give my mother the gift set on her birthday, which is today.
I'm going to file a complaint with PayPal so that I can get my money back in full.
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.
Estella Bartlett is a UK jewellery retailer that designs and sells women’s jewellery and accessory collections. The range usually includes necklaces, bracelets, earrings, and curated gift sets sold on the company website. Product pages list materials and care advice, and the site sets out delivery and returns details. Contact options for customer support are posted online for order questions and after-sales help.