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
Refunds were difficult but eventually obtained after persistent effort.
“I got my money back eventually”
Item delayed with no tracking and automated bot delayed refund process.
“contacted automated bot on WhatsApp it told me I have to wait til the 15th Nov”
Additional insurance and postage charges were added without consent.
“You have invented a charge for insurance for £1.99 on every item”
Long delay and no contact over a £100+ refund.
“Horrific refund process.”
Refund delayed weeks with automated replies and deductions.
“refund is ’in the system’”
Had to escalate to payment platform to obtain a refund.
“I had to file a complaint with the payment platform I used to make the payment.”
No delivery updates or replies; eventually received a refund.
“I’ve received no parcel, no update, and no support.”
One item missing and customer service provided only automated responses.
“same idiotic robotic response”
Payment difficulties and paid express delivery arrived late without refund.
“I also paid extra for express delivery”
Returned items over three weeks ago with no refund or meaningful replies.
“STILL NO REFUND”
Agent Kai promptly and helpfully resolved my return query.
“Kai was very helpful”
Portal fails and there is no way to return or exchange goods.
“Absolutely shambles of a refund process.”
Parcel not received and customer service failed to provide updates or refunds.
“Disgraceful customer service”
Paid for next-day delivery but received order three days later.
“I PAID 6.99£ TO GET A NEXT DAY...”
Returns received weeks ago with no refunds and only WhatsApp contact.
“They received my returns over 2 weeks ago and I still haven’t received my refunds.”
Several outstanding refunds worth hundreds with no promised reply.
“I have five outstanding refunds totalling several hundred pounds.”
Parcel damaged with missing item; refund delayed after lengthy emails.
“Parcel arrived with an item missing”
Returned bridal outfit weeks ago with no refund or useful contact.
“I sent it back the 7 th of August and still nothing.”
Returned item and three weeks later no refund despite automated messages.
“AI message which states refund was issued 7 days ago but I do not have it.”
Company refused immediate address change and customer service was unhelpful.
“Refused to change and told to go to my old address to pick up.”
Website and account systems failed, preventing returns and confirmations.
“The “returns” link on the FAQ is a fake redirect to their products.”
Item missing and only automated electronic messaging with no human response.
“Wallis only contactable via electronic messaging.”
Heels broke and reviewer warns about refunds and AI bot customer service.
“Heels are already breaking and straps coming off.”
Order confirmation not received and customer service is unresponsive.
“Three days after ordering I still have not had a confirmation email”
Customer service was non-existent and emails received no response.
“Customer service is non existent.”
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.”
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.”
Return QR code lacked tracking and Wallis couldn't track or provide address.
“the qr code did not have a tracking number at the bottom”
No free returns label provided and returns process was unhelpful.
“there wasn’t one in the package!”
Returned items with no refund yet and contact attempts failed.
“No refund received.”
Returned items and refund still not received after 18 days.
“Where is my refund ..?”
Order cancelled yet payment was taken and customer service didn't respond.
“They cancelled my order and still took the money”
Returns portal wouldn't provide options and customer service was unhelpful.
“it told me there were no available carriers for my area.”
Returns portal isn't working and customer service hasn't replied to emails.
“The returns portal is not working”
Only two of seven returned dresses refunded; remaining five still awaiting refund.
“Returned my order which consists of seven dresses I have been refunded for 2 dresses”
No confirmation emails or replies, unable to return dresses without order number.
“you have not sent any emails or replies to my messages”
Returns portal fails and live chat bot provides no help.
“The portal doesn't work effectively”
Return barcode would not scan and customer still retains unwanted parcel.
“the barcode provided would not scan at the evri drop off point.”
Returns portal failed to generate QR and contact channels were ineffective.
“the portal isn't working to generate a return QR”
Customer service representative Rey resolved the return promptly and politely.
“The service was exemplary from Rey”
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.