My wife ordered a dress, she didn't even try it on as the fabric was awful and nothing like the photo. We tried to return it but they would not accept the return as athe "yellow security ribbon" was m... Toon meer
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Lees wat reviewers zeggen
Really great customer service, I had an issue with the return portal so I sent an email to customer care and received a reply less than 10 minutes later from Samantha with the help I needed to resolve... Toon meer
Bedrijf heeft geantwoord
I found it very difficult trying to use the Scan & Print Post Office system to generate a label even screen shot a photo to my daughter who did not understand it either Very relieved to get a messag... Toon meer
Bedrijf heeft geantwoord
I bought a jumpsuit, quality was excellent, fitted perfectly! I then wanted to exchange for another colour as the event I went to had a colour theme. The customer service was excellent, very quick and... Toon meer
Bedrijfsgegevens
Geschreven door het bedrijf
Double Second, an exciting London based fashion brand. See our gorgeous collection of clothing perfect for all your fashion needs. Beginning in trendy Shoreditch, London, our small team is passionate about designing and developing exciting new collections for you to wear and love. Our ethical approach from start to end also means we only use audited factories ensuring workers that produce our goods are paid fairly and have a safe working environment. Our vision is not only to focus on design but quality of the fabrics we use, dedication to detail, the attention to fit and to make sure these all come with an affordable price tag. We not only want you to come away with the outfit of the season, but an outfit that will last beyond the season. We design clothes that make you feel glamorous, confident and most importantly comfortable.
Contactgegevens
Unit 4-5 Greenwich Centre Business Park, 53 Norman Road, SE10 9QF, London, Verenigd Koninkrijk
- customercare@doublesecond.com
- doublesecond.com
4,2
Goed
93 reviews
Heeft 84% van zijn negatieve reviews beantwoord
Reageert doorgaans binnen 48 uur
Zo gebruikt dit bedrijf Trustpilot
Ontdek hoe ze hun reviews verzamelen, beoordelen en modereren.
Had an issue with my order
Had an issue with my order, but when I contacted them, Samantha was really helpful and sorted the issue straight away for me. She was very helpful, thankyou!
14 maart 2026
Review zonder uitnodiging
Antwoord van Double Second
Thank you so much for your continued support! We’re thrilled to hear both experiences have been perfect and that Samantha was able to help with your exchange quickly. We look forward to your next order 😊
Antwoord van Double Second
Hi AK! Thank you for your review and it's great to hear that you had a great experience from shopping with us! :) DS team x
Good quality and arrived on time
I’m really pleased with my recent order from this brand. The fabric quality is solid and feels like it will hold up well over time, which I appreciate. The sizing was accurate, and the items look just as they did online. Shipping was also efficient, arriving within the expected timeframe without any issues.
5 februari 2026
Review zonder uitnodiging
Antwoord van Double Second
HI T-Shay! Thank you for your review and it's great to hear that you had a great experience from shopping with us! :) DS team x
Antwoord van Double Second
Dear Richard,
We are sorry to see a 1 star review from you.
We couldn't find any record of your order, so could you please reach out to our customer care team with your order number so that we can assist in resolving your issue?
We look forward to hearing from you.
Thanks
DS Customer Care team
AVOID AVOID AVOID
AVOID AVOID AVOID - SCAM COMPANY
ordered a dress, sent back. Sent an email inquiring about my return and refund no response. Finally after 4 weeks an email stating return had been processed and refund will go into my bank. Nearly 3 weeks later no refund at all and guess what no response to emails. Conned out of my well earned money by this scam company - AVOID AT ALL COSTS DO NOT LET THEM RIP YOU OFF
14 januari 2026
Review zonder uitnodiging
Antwoord van Double Second
Hi Jackie,
We’re sorry you’re feeling disappointed and would like to clarify the situation for accuracy and transparency.
Your order was not placed through our website, but via a third-party retailer. Because of this, we do not hold your order or payment details and are unable to manage returns or refunds directly.
When you emailed our customer care inbox, you would have received an automated response advising that we are unable to assist with orders placed through third-party retailers and directing you to contact the retailer you purchased from, as they are the only party with access to your account information. This is the reason for the delay you mentioned.
As previously communicated, we have already processed the refund from our end. If the funds have not yet reached your account, this is entirely dependent on the retailer’s payment processing timelines, which are outside of our control.
As a small independent brand, we always try to help where possible, but it is unfair to label us a scam when the purchase, payment, and customer details are held by another company and we have taken all actions available to us.
We encourage you to contact the retailer you purchased from for an update on the refund status.
Highly recommended
Recently bought a dress from this place, second time I've bought something (last time a jumper which I still have). Excellent quality and good fit, really happy with the purchase and would highly recommend.
15 januari 2026
Review zonder uitnodiging
Antwoord van Double Second
HI Paramjit! Thank you for your review and it's great to hear that you love our garments! :) DS team x
Excellent gift for friend
Would recommend. Bought a dress here as a gift for a friend and they absolutely loved it!
29 januari 2026
Review zonder uitnodiging
Antwoord van Double Second
HI Aman! Thank you for your review and it's great to hear that your friend loved our brand! :) DS team x
Love the dress thanks
Pleased with my purchase. It came on time and was well packed.
22 januari 2026
Review zonder uitnodiging
Antwoord van Double Second
HI Betty! Thank you for your review and we are pleased that you were pleased with your order! :) DS team x
Excellent quality clothing and fair…
Excellent quality clothing and fair prices too.
19 oktober 2025
Review zonder uitnodiging
Antwoord van Double Second
HI Sohna! Thank you for your review! :) DS team x
Bought a dress for my wife
Bought a dress for my wife. Was really nice. Had to return it and bought another and had no issues with the process. Would buy from here again!
15 januari 2026
Review zonder uitnodiging
Antwoord van Double Second
HI Raj! Thank you for your review and it's great to hear that your wife was satisfied with our garment! :) DS team x
Bought a dress
Bought a dress, lovely design, good fabric feels good on the skin. Would buy again.
1 februari 2026
Review zonder uitnodiging
Antwoord van Double Second
HI Pal! Thank you for your review and it's great to hear that you love our garments! we look forward to seeing you shop with us soon! :) DS team x
Brought a dress
Brought a dress, really lovely. Happy with it.
19 januari 2026
Review zonder uitnodiging
Antwoord van Double Second
HI Kay! Thank you for your review and it's great to hear that you love our garments! :) DS team x
Third time ordering from DS
Third time ordering from DS, third time happy!
2 februari 2026
Review zonder uitnodiging
Antwoord van Double Second
HI Sunny! Thank you for your review and for being a loyal customer! :) DS team x
Bought a lovely dress amazing quality…
Bought a lovely dress amazing quality definitely looking forward for the next purchase.
28 januari 2026
Review zonder uitnodiging
Antwoord van Double Second
HI Sc! Thank you for your review and it's great to hear that you love our garments! :) DS team x
Made my order for the first time and…
Made my order for the first time and just say from start to finish, it was so easy.
My order arrived on time and the dress fitted perfectly. Thank you and you are such a great find. Will definitely shop again as have my eyes on a few pieces already.
30 januari 2026
Review zonder uitnodiging
Antwoord van Double Second
HI Mrs Hoang! Thank you for your review and it's great to hear that you had a great experience with our brand! We look forward to seeing your order very soon! :) DS team x
Brilliant customer service!
Brilliant customer service responded super quick! Their dresses are so beautiful, defo recommend! :)
9 januari 2026
Review zonder uitnodiging
Antwoord van Double Second
HI Lowri! Thank you for your review and it's great to hear that you love our service and our garments! :) DS team x
Scam company
Scam company. Avoid!
Terrible quality of product and customer service. The product that I received was very cheap and of poor quality. The returns portal doesn't work, which makes it very difficult to return the item. I paid for postage as advised previously by customer service. Since then, I have sent several emails regarding my return, and although I have proof of postage, they haven't responded to my emails, and they haven't refunded me either. I am being completely ignored. I wouldn't recommend.
8 december 2025
Review zonder uitnodiging
Antwoord van Double Second
Hi Jade,
I am suprised to recieved a negative review as we have responded to your emails, I have just replied to you again today with all supporting info regarding your matter. As you are aware from the tracking info we have not recieved your return parcel, therefore unable to proceed with the refund. I have just tried to call you and will try again shortly. I hope I am able to help.
Thanks Samantha
DS Customer Care team
Absolutely appalling customer service
Absolutely appalling customer service
I’m genuinely disgusted with the level of customer service I’ve received. I accidentally sent a return parcel to Double Second instead of the correct retailer, and I contacted them immediately. Their auto-reply promised a response within three working days, yet it’s now well beyond that and I’ve had no update at all.
The parcel was delivered to their warehouse and is in their possession, but they haven’t even confirmed whether it’s been located. I also can’t return their own items because I’m still waiting for a replacement returns label, which I requested straight away.
I’ve done everything I can to fix this quickly and fairly, but the complete lack of communication has left me seriously worried the parcel could be misplaced. If that happens, I lose my refund through no fault of my own.
This entire experience has been stressful, unacceptable and totally avoidable. I’m shocked that a company can handle a simple issue with such disregard for its customers. I honestly expected much better.
I emailed on the 10th and received a response the day I added the review (19th) So if you want a response quickly, add a review!
10 november 2025
Review zonder uitnodiging
Antwoord van Double Second
Dear Tamsin,
I’m sorry to see the 1 star review from you.
Please note, we are currently in our busy periods therefore, our team is doing our best to reply to customer’s email which may take up to 3-7 working days.
We truly value every customer’s experience, and it’s disappointing to learn that you felt let down — even in a situation where the issue was outside of our control. Although we were not at fault in this instance, your satisfaction still matters deeply to us therefore, our warehouse team has looked for your parcel and regrettably, we are unable to locate the parcel – it looks like it was delivered elsewhere in Greenwich or despite the tracking showing it was delivered, Royal Mail has failed to deliver and we have not received the parcel. I do apologise on behalf of Royal Mail on this matter; they have been a big let-down to us too.
Please also note, as you have purchased through a 3rd party platform, your contract is with Debenhams therefore, please contact Debenhams Customer Service for any further queries as according to our contract, we are not allowed to reach out or reply to their customers.
Thanks DS customer service team
Beautiful purchase and swift delivery
The trousers arrived in good time and were even better as shown and described on the website. They also fit perfectly and have a quality finish to them. I'm a very satisfied customer!
27 oktober 2025
Review zonder uitnodiging
Antwoord van Double Second
HI T Holli! Thank you for your review and it's great to hear that you loved the trousers :) DS team x
Terrible experience
I contacted both Debenhams and yourself several times about my return. I returned the dress in a completely re-saleable state with photos to prove. I have just realised from previous reviews that you have used this same excuse several times to avoid a genuine return with other customers - totally unethical and unacceptable.
4 oktober 2025
Review zonder uitnodiging
Antwoord van Double Second
Dear Mrs Jones,
Please note, As you have purchased from a 3rd party platform, you would need to communicate with their customer service as we are unable to reach out to customers who has bought from 3rd party platforms.
Thanks DS customer service team
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