Reviews in this sample show a pattern of operational and after‑sales issues that consumers should consider when buying Stone Island. Many complaints focus on returns, refunds and delivery failures, as well as slow or absent responses from customer service. Product complaints include reports of rapid wear and defects on higher‑priced items, though a few customers do note accurate colours and comfortable pieces. If you plan to purchase, check the retailer’s returns policy, keep proof of purchase and be prepared for potential international return requirements when buying online.
Examples from available reviews (May 2017 – Feb 2026).
Warm, well-made beanie matched online colours and shopping was hassle-free.
“These warm, comfortable Stone Island white beanie caps are a great gift for any occasion.”
Returned parcel went missing and refund is delayed with no replies.
“parcel gone missing . Admitted to it and investigating on day 35 now”
Defective shoes were returned and promised replacement was not sent.
“They failed to process the exchange they promised, claimed it was a “misunderstanding,””
Difficult returns process and poor customer service lost a high-spending customer.
“like it or stop bothering us as we don't care about you as a customer or your problem”
Many reviewers report after‑sales failures: long delays on refunds, lost returns and unresolved cases after weeks of chasing customer service.
Several customers state that product performance and durability do not match the premium price paid, describing items as overpriced for quality received.
Recurring issues with online orders, missed or cancelled deliveries, and a cumbersome international returns process that many found time‑consuming.
Multiple reports of defects and rapid wear: fading, holes and poor durability on items that customers expected to last longer.
Numerous reviews mention unreturned emails, ignored escalation attempts and poor responsiveness from customer support or verification teams.
Overall sentiment is negative: many long‑time customers report lost faith due to unresolved returns, refunds and quality concerns.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (25) · Reviews (19) · Reviews (1) · Quotes shortened · As of: February 2026
After photos assessment, company found no fault and closed complaint.
“They have decided there is no fault in the jumper and the matter is closed”
Company claims worldwide delivery but excluded Northern Ireland.
“doesn’t deliver to Northern Ireland which is part of Great Britain”
Fault in sweater led to months of poor customer service and self-repair.
“After 2 months, being dragged around by Customer Service, I have lost my patience”
Shoe heel lining tore and customer service ignored queries for months.
“never received any form of acknowledgment or update.”
In-store purchases could not be refunded and staff were rude.
“you buy something in store and you can’t return for a refund it even within a day.”
Order was paid but later cancelled due to no stock.
“order cancelled as inventory not in stock.. absolutely shocking.”
No reply from customer service after promised authentication.
“no reply sent two more emails with no reply”
Returned parcel went missing and refund is delayed with no replies.
“parcel gone missing . Admitted to it and investigating on day 35 now”
Refund took over two months with poor communication and shambolic returns.
“took over two months and constant emailing to get a refund.”
Purchase verification delayed nearly a month with no communication.
“communication skills absolute zero,I've been fobbed off now for almost a month”
Defective shoes were returned and promised replacement was not sent.
“They failed to process the exchange they promised, claimed it was a “misunderstanding,””
Hoodie deteriorated and customer service refused responsibility.
“material started to break down around the cuff and a hole appeared”
Customer support did not reply for over a year regarding returns.
“its been over a year we wanted to return the item but the emails we sent never got replied.”
Order arrived incomplete and refund took three months with ignored emails.
“half of it was missing and had to wait 3 months for a refund.”
In-store exchange meant only store credit, refund not offered.
“not eligible for a refund given that I had done the exchange in store”
Expensive cardigan became ruined despite cleaning; awful quality.
“it's all in a pile. Dry cleaning doesn't help, hand washing too.”
Brand quality has declined and garments are now poorer made.
“Stone island back in the day was quality.”
Complicated international returns and courier issues caused delays.
“At present you have to return to Italy.”
Next-day order did not arrive within promised timeframe.
“It's 16 December and it still has not arrived.”
Delivery failed repeatedly and refund still pending after cancellation.
“order was cancelled on the 13th December today is the 2nd January and i am still waiting for a refund”
Difficult returns process and poor customer service lost a high-spending customer.
“like it or stop bothering us as we don't care about you as a customer or your problem”
Cargo pants faded after two washes and complaint went unresolved.
“after two washes they have already faded.”
T-shirt design degraded after brief wear and replacement refused.
“Fragments from the design on the back went through top”
Website prevented ordering new release and later doubled prices.
“Next time available they are double the already steep price.”
Dynamic pricing during release felt exploitative and overpriced.
“dynamic pricing after 6 hours in que!”
In-store exchange meant only store credit, refund not offered.
“not eligible for a refund given that I had done the exchange in store”
Returns system is dysfunctional and customer service is non-existent.
“Stone Island should be ashamed of their nonexistent customer service.”
Coat inner lining failed within six months and replacement refused.
“inner lining fell apart within 6 months”
Long-term customer reports declining quality and poor after-sales service.
“They lie through their teeth, they do not read your emails”
Customer account appears blocked and prevents website access for purchases.
“I think they block me , cause I can’t entery on website.”
Pants shrank after following care instructions and service refused help.
“they ended up shrinking to the point where they are uncomfortable to wear.”
Faulty coat and frustrating email-based customer service denied replacement.
“customer service around getting this back and replaced or fixed is an absolute joke.”
Return missed deadline due to courier and refund was refused.
“By this time the 14 day return term had just expired.”
Customer service was impersonal and failed to answer purchase queries.
“Absolutely, terrible customer service from Stoneisland.com.”
In search of new winter wear, I stumbled upon Stone Island Company and was fascinated by the pure aesthetic appeal of their products. Every detail seems to be absolutely perfect. From the shirt collections to hats, each product is warm and cozy. My major concern when purchasing clothes online is whether the color will match how it appears on my screen, but I have no complaints here since their products are completely accurate. These warm, comfortable Stone Island white beanie caps are a great gift for any occasion. I enjoyed hassle-free shopping when making purchases online at the Stone Island store. I recommend them.
Customer service only via email and lacks empathy.
“they only deal with email, no option to talk to a person.”
Payment made but goods or refund not received.
“pay money and get nothing but money is not paid back”
Jumper shrank after following instructions and customer service ignored complaint.
“Wasahed my Jumper in Handwash as instructed- and it shrunk”
Friendly, customer-focused staff made shopping enjoyable despite high spend.
“Staff were very friendly, they were very customer focussed”
Excellent product quality and very fast shipping.
“PRODOTTI DI ALTISSIMA QUALITA' E ORIGINALITA', SPEDIZIONE VELOCISSIMA”
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.
Stone Island is an Italian apparel brand known for menswear outerwear and technical fabric research. The label is recognised for its utilitarian aesthetic and compass badge; it is positioned at a premium price point and sells through brand stores, department stores and online channels.