Many reviewers mention quick, helpful customer service that sets up exchanges, replacements, and returns. Several say the boots fit well, feel comfortable, and arrive neatly packaged. Others report faulty items, missing refunds, and incorrect tracking details. Overall, reviews split between smooth after-sales help and serious fulfilment or quality problems.
Examples from available reviews (Nov 2021 – Feb 2026).
Customer service was wonderful and helpful.
“Customer service was wonderFul,”
Items were defective or poor quality and return costs were charged.
“AVOID - Poor quality shoes, terrible customer service”
Company provided false tracking, then failed to refund or respond.
“They gave me a false tracking number”
Shoes looked amazing, were comfortable and sizes accurate despite a delivery delay.
“They were comfortable and sizes were fine.”
Reviewers often describe fast replies from customer service. Staff get credit for arranging exchanges, rush dispatches, and free returns. Several complaints mention refunds that never get resolved, repeat wrong items, and replies that feel scripted or slow.
Some customers say the fit and comfort make the price feel fair. Others report weak materials and unexpected deductions on returns, including return postage being charged.
Many reviews point to quick delivery and careful packaging. A smaller group describes premium deliveries that did not happen and orders that arrived too late for key events.
Feedback is split between comfortable, well-made boots and pairs with defects. Reported problems include suede coming away at the zips, shanks failing after limited wear, and rough finishing.
Several reviewers praise clear, timely order updates and helpful replies. A minority report fake tracking numbers and follow-ups about returns or refunds being ignored.
Ratings range from five-star reviews praising service fixes to one-star complaints about product failures or missing refunds. That swing leaves buyers with uneven expectations from one order to the next.
For each review, the core experience based on original source reviews.
Sources: External Source (20) · Trustpilot (11) · Collected.reviews (1) · Quotes shortened · As of: February 2026
Customer service was wonderful and helpful.
“Customer service was wonderFul,”
Customer requested an exchange but received a refund minus postage.
“I then get an email saying I was getting a refund minus my postage.”
Support promptly resolved a sizing issue and arranged a free return.
“return was sorted free of charge.”
Fantastic customer service and fast, well-packaged delivery.
“Shoes arrived well packaged and fast delivery.”
Issue was resolved efficiently and reviewer was very happy.
“Issue resolved efficiently and very happy with customer service.”
Items were defective or poor quality and return costs were charged.
“AVOID - Poor quality shoes, terrible customer service”
Delivery was prompt and the company kept me updated throughout.
“The time between ordering to delivery was excellant and they kept me updated.”
Customer service resolved my issue within hours.
“Customer Service was brilliant with a issue I had, they sorted it all out within hours.”
Boots arrived with poor quality and suede coming out of the zip.
“the was suede material coming out from the zip.”
Customer service arranged an exchange and the upsized pair arrived quickly.
“Great customer service speedy delivery”
Issue was rectified within minutes with efficient, excellent response.
“the issue rectified in a matter of minutes.”
Customer service resolved an older issue better than larger companies.
“Sorted a matter from a month ago better than bigger company’s”
Customer service promptly replaced faulty shoes and arranged free return.
“they replied very promptly.”
Company provided false tracking, then failed to refund or respond.
“They gave me a false tracking number”
Great quality and fit with fantastic service and lovely colour.
“Fantastic service great quality and fit ..”
Company repeatedly sent wrong shoes and then claimed they were out of stock.
“STAY AWAY FROM THIS INCOMPETENT COMPANY.”
Customer service quickly corrected a colour mistake and refunded postage.
“My money was credited and even the postage was given back.”
Customer service cancelled the order and issued a prompt refund.
“they could cancel the order & give me a refund.”
Customer Services quickly resolved a sizing query within hours.
“Customer Services quickly resolved my query”
Customer service provided prompt communication.
“Excellent customer service with prompt communication”
Customer service arranged urgent delivery so heels arrived in time.
“my new heels sent straight out with Royal Mail”
Staff were helpful, prompt and resolved my returns query quickly.
“staff very helpful prompt & polite”
Customer service failed to refund a returned item and used scripted replies.
“I’m never buying from them ever again.”
Poor quality shoes that fit small and arrived in a shoddy box.
“Shoes not worth it fit small”
Boots are lovely quality, comfortable and arrived quickly.
“boots are lovely quality and conformable”
Initial delivery and return fee confusion was resolved with a full refund.
“they managed to sort everything out, and I received a full refund.”
Returns and delivery issues led to frustration despite eventual refund.
“I was charged postage fees for returning substandard shoes”
Premium delivery failed to arrive in time for a wedding.
“they've failed to arrive (today is saturday)”
Shank of £50 boots failed after two wears and emails got no response.
“I have worn pair of £50 boots twice and the shank has gone”
Reviewer says company ignores return requests and does not issue refunds.
“SCAM SHOP...DON’T BUY FROM.”
They deducted £3.99 twice for postage when returning substandard shoes.
“They deducted £3.99x2 for postage outbound and inbound”
Thankyou for your positive contributions towards my wedding day. The KEVA ROUND TOE LACE DETAIL SLIP ON WEDDING FLATS BALLERINA BRIDAL PUMPS IN IVORY SATIN,JENNA COURT SHOE ZIP UP BUCKLE DETAIL STRAPPY BLOCK HEELS IN IVORY SATIN and DEENA POINTED TOE DIAMANTE FLARED HIGH HEEL COURT SHOE MULE IN ORANGE SATIN left everyone talking. They looked so amazing on each one of us. They were comfortable and sizes were fine. Also happy about the prices and customer services though a little bit disappointed about the delay. I was getting worried we may be forced to buy other shoes but you managed and but by good luck all the sizes were perfect.
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.
XY LONDON is a UK retailer that sells footwear and related accessories through its online store. Product pages show images, size guidance, and delivery options. The company ships orders within the UK and lists return and refund steps on its website. Customers can reach support by email and through order-tracking pages to arrange exchanges and returns.