fashionette Reviews 

Absolutely terrible experience with this company. I ordered a coach bag back in February this year, which rather frustratingly then came down in price the very next day. I therefore ordered a second bag at the lower price with the view to send back the other one. Long story short, I ended up getting charged custom and import taxes on both bags, despite Fashionette advertising that all these costs where included when purchasing the bags and bought through fashionette.co.uk platform! I had good correspondence with Fashionette customer services who were very apologetic for the error and inconvenience and advised me to pay the duties and they would reimburse me. Their communication was excellent, even asking for my bank details etc. to refund me, however I never received the refund. I have chased this for months and just never get any response from them. I didn’t want to leave such a negative review as I believed they would honour what was agreed and have patiently waited to receive the refund, however six months later and I haven’t received a penny. Absolutely terrible company that lies to get what they want and then do not honour what was agreed in writing over email! Sadly, I have lost complete confidence in this company, am substantially out of pocket and will never order through them again.

**Updated review**
Following the original review, customer services have since been in contact to apologise for the delay and have now fully refunded the customs duties and taxes that were owed. It’s unfortunate that it took for me to leave a negative review to get a response, but I appreciate the quick resolution of the issue and therefore, have changed my original star rating.

I had my favorite watch adjusted into a bracelet, and this was done right in front of me. The fit is now just right, and they even polished the watch before returning it to me.

I bought a pair of trainers. It was wrong size. I returned the trainers the next day and asked for a refund. They said we are looking into it.
No one ever got back to me and there was no refund either.
Contacted them many times via email and instagram but no one replied.
I lost £50....... so annoying.....

Ordered a handbag on 14.02, order 600326420. It was stuck for a month in UPS depot in Stanford le Hope, as tracking showed import fees due on the shipment.
Their customer support refused to provide me with any ETA, though I asked for it several times in emails. Finally, after a month of useless back-and-forth email conversation, I requested order cancellation and refund, to which they replied that "cancellation is not possible at this point" (WHY? I haven't received my order for more than a month!) and they would be able to process the refund only after the bag is back in their warehouse (again, WHY? The parcel never left UPS facilities).
Eventually requested chargeback from my bank and got my money back.

I received the wrong item in my order and had to go through the hassle of returning it. On top of that, I was forced to pay £19.42 in import fees to UPS, even though Fashionette confirmed these charges were prepaid and applied in error.

I have gone back and forth with customer service multiple times and provided my bank details on 28 February as requested so they could refund the import fees. It has now been well over 3 weeks and I have received nothing, no refund and no response.

Their UK website has now shut down, and it directs customers to contact a different email address. I followed these instructions and contacted that email as well, but still received no reply.

While I did receive a refund for the bag while they were still operating, the complete lack of communication and failure to follow up on the import fee refund is unacceptable. I’m having to chase repeatedly for an issue that is clearly their fault.

I ordered some trainers from Fashionette ages ago. It was stuck at the UPS depot at Stanford le Hope for weeks, then UPS said it was being returned to the sender.

I called UPS who said the issue is with Fashionette, and there's a "credit hold issue" with them. There was nothing I could do to stop the parcel being returned.

In the meantime, Fashionette's UK website has gone offline. They have not responded to my emails asking them for information about situation.

This has been a shocking experience.

I also had to pay UK custom fees and a fee to UPS, which I should not have paid and despite being told by Fashionette I would be refunded I have received nothing

I wish I could give it a 0.

I placed an order on 22.02, my order has been stuck at DHL at standford Lee hope for 2 weeks. I keep trying to contact fashionette but their UK website is no longer operating and they keep directing my emails to other departments and do not respond. I’m going to dispute my charges with the bank. This is awful service as I was really looking forward to my bag. Terrible.

Order number: 600326462

Since the response below: I have not received ANY update. They keep saying they are looking into this but it has been a couple of weeks with no resolve. I keep asking for an update and a refund and I keep getting ignored.

If I could put 0 stars I would!!! I ordered louboutin boots for over £600 from Fashionette on 15 February. It was stuck at the UPS depot at Stanford le Hope for days, then UPS said it was requested to be returned to the sender. I contacted UPS and Fashionette many times getting no answer as to why. I also paid UPS customs fees to have the parcel sent to me

UPS said the issue is with Fashionette, and there's a "credit hold issue" with them. There was nothing I could do to stop the parcel being returned.

Fashionette told me my parcel hasn’t arrived back to them yet and a refund will be initiated up to 14 days once received even though UPS tracking tells me that parcel has been received! They are now not responding and take ages. . I can see on here that it looks like many UK customers have had the same issue so clearly something going on!!
The service has been appalling and I will be seeking a refund via chargeback on my credit card.
Do not use this company unless you want to loose your money and never receive a parcel!
Order number: 600326426

I ordered a handbag from Fashionette on 18 February. It was stuck at the UPS depot at Stanford le Hope for days, then yesterday UPS said it was being returned to the sender.

I called UPS who said the issue is with Fashionette, and there's a "credit hold issue" with them. There was nothing I could do to stop the parcel being returned.

In the meantime, Fashionette's UK website has gone offline. They have not responded to my emails asking them for information about situation. I suspect the UK operations have been closed down, but they clearly didn't bother to let their UK customers know there's an issue.

This has been a terrible experience, and I will be seeking a refund via chargeback on my credit card.

Edited to add - I also had to pay UK custom fees and a fee to UPS, which I will also be seeking a refund for.

Order 600326354. On the parcel's arrival I was told by UPS I couldn't receive it until I paid a further just under £20 for duty. I then spent 10 minutes with the driver while he tried to get a code for me to pay the extra carriage. Why was I not told of this in advance? I haven't opened the box yet but hopefully it is actually the correct bag in the correct condition.

Terrible!
The entire experience was an absolute nightmare!
Avoid at all costs!
Customer service is a joke! Unacceptable!

I ordered a bag on 17th jan, paid almost £200 and got an email to say my order was placed and to expect it 23-27 Jan. I had nothing from them to say it was shipped but waited til 28th and emailed. On 29th Customer services sent an email that said another department had to deal with it. As I’d been waiting quite some time I asked them to reply that day. Nothing. Wrote again 30th, nothing. On 2nd Feb I asked for a refund. Nothing.
So I’m now out of pocket, being ignored and am very worried. What an awful way to treat someone, communication is essential, it just feels like theft. I can see they reply to people on here so hoping this may result in someone caring enough to sort.
***EDIT*** please note the below reply from the company is not the truth. Following the publication of this post last night (4th Feb) I received a PayPal notification of a refund very early this morning and then later this morning (5th Feb) had the referred to email saying there was a technical issue. This firms up my belief that anyone reading this should never use the brand as they also have mislead people with the below comment.

Ordered a bag on 17th December. It still hadn’t arrived by 10th of January. I asked for tracking detail to be told my order had been cancelled on 23rd December, yet my order STILL has not been refunded. This should have been done automatically, but I’ve had to request a refund from the supplier of the value of £300+. I’ve now escalated to PayPay as I have zero trust in this company.

I ordered a Ralph Lauren bg early December for a xmas present. I then received a Moschino bag and not the bag i prdered. I received this on the 18th December. I immediately contacted customer services and was told to send them proof photographs. I sent this straight away and was tben told that they had forwarded my rwqjest to a responsible department and they would get back to me. I havent heard anything since that day. I returned the parcel on the 29th after waiting for a reply for so long. I havent received anything to say they have received it or that i will be getting my money back. Avaoid this company!!

** to update, i have now received a refund but it is £10 short of what i originally paid. Not happy as the mistake was theirs and i shouldnt have to pay anything for it!!!

**to update again, after writing the review and the last update. Each one seemed to prompt them to reply to my emails and sort out the problem. So i can now confirm i have received a full refund including shipping costs.

I’m in the UK. I was a bit unsure about ordering a Marc Jacob bag from a different country, but it was a really good experience, tracking was good and the cost of the bag was excellent

Ordered a bag from this company and returned the item, I wasn’t told they received the item until I contacted them a week after I had posted the item. The customer service team said the return would be processed in 8 business day, It is now 10 Business days and still not processed or even an acknowledgment that it is taking longer than they said.
EDIT - After post of this review i received the acknowledgment and confirmation of return the following morning

I’m extremely disappointed with my experience with Fashionette and the way my refund has been handled.

I first contacted Fashionette on 07/11/2025 about my refund. They replied saying the returned item had been received on 06/11/2025 and that it could take up to 8 working days to process the refund and send confirmation.

After that timeframe passed with no update or confirmation, I followed up again on 18/11/2025. This time, they sent the same message but changed the date of receipt to 11/11/2025, which immediately made me doubt the accuracy and honesty of their communication.

I waited another 8 working days and contacted them again on 24/11/2025, but received no response at all. At this point, they have gone beyond the timeframe they themselves specified, and I’ve made several good-faith attempts to resolve this directly with them.

I’ve now opened a case with Paypal and it’s been over a week, yet I still haven’t received my refund or any meaningful update from Fashionette. This whole experience has been stressful, time-consuming, and completely unacceptable. I would not feel comfortable ordering from them again.

purchased a product last week. no email confirmation, just an order number.

no sign of shipping, no updates no info at all.

Try and get hold of any support- no phone number, no live chat. just a contact form on the site..... which they have yet to get back to me.

still awaiting any information. Will be onto the credit card company soon.

Really happy with my purchase of a Max Mara bag. Delivery to the UK took 5 days. Thank you Fashionette

Purchased a pair of shoes through their site on 19/06/2024 and paid by pay pal
PayPal confirmed payment made in full.
I then received two emails threatening legal action from fashionette advising I owed a balance of £15.72. I have tried to contact them asking why and have no response