Many reviewers describe refunds and returns repeatedly going wrong. Support often comes up as unresponsive, with contact limited to automated channels. Several customers mention surprise delivery or insurance fees and problems with the returns portal. A few reviews highlight good product quality and name agents who fixed issues.
Examples from available reviews (Mar 2022 – Mar 2026).
Several outstanding refunds worth hundreds with no promised reply.
“I have five outstanding refunds totalling several hundred pounds.”
Returns portal doesn't work and customer support is unresponsive.
“I cannot return orders because their returns portal doesn’t work and they have no customer support.”
Delivery protection charge was added automatically without authorisation.
“they scammed me with £6.49 delivery protection charge which i did not authorise!!”
High-quality clothing, speedy delivery and easy returns impressed the shopper.
“What stood out to me the most was the quality of their products.”
Customers report long waits for refunds or no refund after sending items back. Reviews also mention deliveries that arrive late or not at all, and some say they had to escalate to their payment provider to get money back. A smaller group say refunds did come through, but only after repeated chasing.
Reviewers repeatedly point to delivery protection or insurance fees being added at checkout without asking. Several say they did not approve these charges and found them difficult to recover. Positive comments about value are rare in this sample.
Customers often say the returns portal, QR/barcode labels, and site navigation do not work. They describe scans failing at drop-off points and redirects that block them from finishing a return. A few people report returns working, but those comments are limited.
Reviews mention parcels arriving damaged, items missing, or the wrong size being sent. Some also report faults such as heels breaking. Other reviews praise product quality and fast delivery, but those positive quality comments appear far less often.
Many reviewers say they only get automated replies, are pushed to Messenger-only contact, and cannot reach a person. A few mention named agents, including Kai and Rey, as helpful, but this comes up rarely. Several customers also say they received no confirmation emails or meaningful responses.
Reviews show a sharp split between frequent 1-star complaints about service and occasional 5-star praise. Most negative comments focus on returns, refunds, and being unable to make contact. A small group report good product quality and support from an effective agent.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (60) · Reviews (20) · Reviews (1) · Quotes shortened · As of: March 2026
Parcel tampered with and missing dress; no refund or further communication.
“Received a parcel in December that had been tampered with and had a dress missing.”
Returned item three weeks ago and still waiting for refund response.
“Wallis has a very complicated return and refund system!”
Return delayed while waiting for manufacturer to provide a label.
“Debenhams and Wallis have been batting me back and forth now for a while!!”
Returned dress but never received refund; told voucher was issued.
“Returned a dress within the allocated time and have never received a refund.”
Website froze preventing returns and third-party return charge was misleading.
“Wallis's website seems to be frozen and won't let me progress with the return”
Only partial refunds received and messenger support is unresponsive.
“It is impossible to get anywhere with the customer service agents.”
Difficult to contact support and received wrong item with slow deliveries.
“Mission impossible to make contact”
Unethical pre-ticked delivery protection charged and not refunded.
“Wallis have a VERY UNETHICAL delivery protection fee tucked away”
Only Messenger bots respond and customer service fails to resolve issues.
“you will enter a hell loop whereby a bot gives you an automated message”
Order misdelivered and refund pending with poor submission options.
“No Delivery, No Refund”
Received wrong item and cannot contact support without messenger; returns charge applied.
“it is impossible to contact them unless you use messenger”
Next-day delivery arrived late and company expects return postage payment.
“arrived a day late!”
Next-day order arrived late and return costs were charged unexpectedly.
“Placed an order for next day delivery arrived a day late!”
Return label code failed at Asda and customer service did not respond.
“the label was not accepted by the scanner at Asda drop off point.”
Return QR code would not scan and customer service hasn't replied.
“the label was not accepted by the scanner at Asda drop off point.”
Automatic unsolicited delivery protection charge of £6.49 was added.
“They scammed me with £6.49 delivery protection charge”
Delivery protection charge was added automatically without authorisation.
“they scammed me with £6.49 delivery protection charge which i did not authorise!!”
Wrong sizes sent and returns portal and emails fail, preventing refunds.
“UNABLE TO RETURN OR CONTACT WALLIS”
Wrong sizes sent twice and returns portal/email do not work.
“I cannot return either for a refund as both the portal and sales email will not work.”
Helpful AI communications but refund still not received after three weeks.
“Kai (AI), who responded to my questions was very helpful.”
Helpful AI communication but refund still not received after three weeks.
“Kai (AI), who responded to my questions was very helpful.”
Partial refunds and £75 still outstanding after returns.
“Still £75 out of pocket since before Christmas”
Partial refunds received; remaining items unrefunded and money outstanding.
“Still £75 out of pocket since before Christmas”
Unable to change delivery address immediately after ordering; chat support unhelpful.
“they cannot change any details once an order has been processed !”
Could not change delivery address after ordering and contact provided no help.
“they cannot change any details once an order has been processed !”
Returned item in December and no response from Wallis.
“Terrible communication.”
Returned item and unable to get any response from Wallis.
“Terrible communication.”
Order shown delivered by courier but was not received; Wallis hasn't responded.
“Order was never delivered by Evri on 24/12/2025 although tracking says it was.”
Delivery marked delivered but not received and Wallis hasn't replied.
“Wallis customer services not acknowledged or even communicated with me by email”
Protracted refund dispute resolved only after persistent effort by reviewer.
“I got my money back eventually”
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.
Wallis is a UK womenswear retailer that sells dresses, tops, knitwear, trousers, shoes and accessories. It sells through high-street stores and an online shop with product details and size guides. The website offers delivery options such as standard and express shipping, and shows its returns policy on product and help pages. Customers can pay using major cards and common online payment methods.