Reviewers largely report consistent problems with fulfilment and refunds, and frequent reliance on automated messaging channels rather than phone support. There are repeated accounts of website or portal failures (login, password resets and checkout/payment issues) that block self-service. A minority of reviewers praise product materials and cite helpful individual responses from staff. Prospective customers should check the returns and refund process before buying, keep records of payments and returns, and consider payment-provider dispute options if refunds are delayed.
Examples from available reviews (Mar 2022 – Feb 2026).
High-quality clothing, speedy delivery and easy returns impressed the shopper.
“What stood out to me the most was the quality of their products.”
Long delay and no contact over a £100+ refund.
“Horrific refund process.”
No delivery updates or replies; eventually received a refund.
“I’ve received no parcel, no update, and no support.”
Agent Kai promptly and helpfully resolved my return query.
“Kai was very helpful”
Frequent reports of delayed or missing deliveries, slow or missing refunds and returns; a few customers eventually received refunds after escalation.
Multiple complaints about extra charges, unpaid or reduced refunds and wasted paid express delivery; one reviewer noted reasonable prices.
Several reviewers report website and portal problems (logins, password resets, checkout and payment rejections); a minority found browsing straightforward.
Some praise for materials and fit, but several reports of damaged, missing or poorly fitting items (including broken heels and damaged packaging).
Predominant criticism of automated responses, restricted channels (WhatsApp/Messenger) and lack of human contact; occasional positive human support noted.
Most reviewers describe a negative overall experience driven by post-order issues; a small number report good products and helpful staff responses.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (60) · Reviews (20) · Reviews (1) · Quotes shortened · As of: February 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-based womenswear retailer operating primarily through an online store. The brand offers clothing and accessories across common womenswear categories and is positioned for mainstream female shoppers looking for seasonal fashion.