Reviews suggest Fairfax & Favor often delivers a smooth buying experience with notable strengths in customer service and practical aftercare. Multiple customers describe quick exchanges, repairs and helpful staff, which support repeat purchases. However, a small but significant number of reviewers reported product defects or items arriving in poor condition and felt those complaints were not always resolved satisfactorily. Prospective buyers should weigh the general trend of strong service against isolated product-quality concerns and review return/repair options before purchasing.
Examples from available reviews (Apr 2018 – Feb 2026).
Live customer service quickly resolved my return mistake within a day.
“Customer service is the best I have ever experienced.”
Boots arrived pre-worn and customer service declined further assistance.
“boots that looked second-hand”
Company replaced scuffed trainers quickly after confirming defect.
“they quickly arranged a free return and confirmed the trainers were not up to their high standards”
A seamless shopping experience with high quality products and generous returns.
“I was thoroughly impressed with their products and customer service.”
Most reviewers report responsive, personalised customer service with named staff helping exchanges, repairs and fast resolutions across phone and email.
Opinions vary: some customers feel the quality justifies the price, while a few buyers reported feeling short-changed after high-cost purchases.
Shoppers commonly describe smooth online and in‑store experiences: clear product pages, helpful sizing advice, timely delivery and straightforward returns.
Many reviews praise materials and durability, yet a minority report defects, pre-worn items or scuffs that required returns or repairs.
Frequent mentions of quick, friendly responses and proactive follow-up from named staff; a small number of reviews cite poor or dismissive replies.
Overall impressions are generally positive, driven by service and product satisfaction, though isolated negative incidents substantially affected some customers.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Reviews (17) · Reviews (1) · Quotes shortened · As of: February 2026
Slippers tore after one month and company denied material fault.
“the quality of the material in this one slipper is not up to scratch”
Company quickly corrected ordering error and sent replacement studs promptly.
“They could not have been more helpful and courteous.”
Excellent product quality and flexible exchange policy.
“Excellent quality products and outstanding service.”
Brand styling and product detailing are excellent with quick delivery.
“Customer service is excellent.”
Friendly store staff provided excellent service and high-quality items.
“staff were so friendly and nice nothing was to much for them”
Products are stunningly well made and customer service excellent.
“Their products are stunning quality, exceptionally well made”
Customer service quickly replaced missing tassels under warranty.
“they responded quickly and resolved this within a few days”
Lower-cost boots look like brand new and are a great idea.
“boots at lower cost to normal, but look like brand new”
Stamford team provided exceptional, communicative service and arranged delivery.
“communication was excellent, and nothing ever felt like too much trouble”
Heel covering detached within two months and customer service denied fault.
“the leather covering on the heel was coming away”
Gorgeous purse and staff were very helpful arranging shipping to Ireland.
“the ladies were so helpful with the shipping (to Ireland)”
Friendly Southwold staff looked after us and our dog well.
“The staff were incredibly friendly and helpful”
Beautiful boots and quick refund after return; great overall experience.
“Absolutely amazing experience from start to finish.”
Company refunded sale price difference, enabling a further purchase.
“the company very kindly and quite unnexpectely refunded the difference”
Charlotte coat quality is exceptional and a small flaw was promptly fixed.
“Bought the Charlotte coat and the quality is exceptional.”
Online chat was easy and a helpful representative resolved my issue.
“A really easy online chat service and a lovely representative (Olivia)”
Reviewer was reported for honest feedback and now refuses future purchases.
“trust pilot upheld my review!”
Gilet fits well after upsizing and shows excellent quality and features.
“for us ladies with a full chest don’t be put off.”
Product is great, customer service good and delivery quick.
“Great product. Good customer services. Delivered quickly.”
Company cannot supply replacement strap for my bag, disappointing aftercare.
“a replacement strap can’t be purchased.”
Comfortable, versatile boots with flattering style and immediate comfort.
“Comfortable from the get go I love them!”
Regina boots soles detached after a few years and claim denied.
“the soles have come apart”
Jumper dramatically shrank after first wash despite following care instructions.
“Evie Taupe Herringbone Jumper Shrunk After First Wash”
Customer service collected, repaired and returned boots at no cost.
“customer service was excellent they picked up my boots from home”
Customer service failed to resolve painful defective sandals complaint.
“advised me to try selling them!!”
High-quality products and excellent, attentive customer service.
“Customer service at its best.”
Products are excellent quality and purchases were promptly received.
“The quality is excellent and well priced in my opinion.”
Boots arrived pre-worn and customer service declined further assistance.
“boots that looked second-hand”
Team promptly resolved a delivery issue and provided efficient service.
“Rectified an issue with delivery immediately.”
Fast delivery and consistently excellent service and products.
“Super fast delivery and they always go above and beyond.”
Quick, helpful response enabled the right bag size choice.
“Becky very quickly answered my question”
Company replaced scuffed trainers quickly after confirming defect.
“they quickly arranged a free return and confirmed the trainers were not up to their high standards”
Order accepted then cancelled and staff offered poor, dismissive service.
“I was phoned at 16.40 to be told I wouldn’t be receiving my bag & they were sold out!”
Fast delivery and excellent customer service, including a missing free gift.
“they even sent my free gift (that I forgot to claim) along separately”
Company responded promptly and resolved my boot issue effectively.
“company have been very responsive and helpful resolving it promptly”
In-store staff provided attentive fitting advice and excellent service.
“I was taken through the steps of ensuring the boots I was buying were not just the correct foot size, but also the correct calf size.”
Customer service arranged an easy return and fast replacement delivery.
“They sent a prepaid return label, and an invoice to pay the difference in price.”
Helpful advice from Emily prompted another in-store purchase.
“Thanks Emily for the advice given.”
Staff provided prompt, attentive service and excellent assistance.
“Helena and her team went above and beyond helping me with a purchase.”
Professional, responsive customer service that is reliable when needed.
“I really appreciate the professionalism and response time of customer service at Fairfax and Favor.”
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.
Fairfax & Favor is a British footwear and accessories brand focusing on leather boots, shoes and country-inspired bags and accessories. The company positions itself in the premium segment, marketing traditional, handcrafted styles and direct-to-consumer sales through its own retail channels and online storefront.