Ivy Luna Reviews 517

Super helpful staff and so easy to order the products are beautiful

I bought a dress and it came out too small, I contacted them and they came to a resolution right away no time wastes and I am happy with the service I have received all way round also the dress quality is great however I would recommend buying one size up.

Very helpful, offering full refund. Beautiful fashion

Review for Ivy Luna

I am writing this as a genuine customer to warn others before purchasing.

Although Ivy Luna presents itself as a UK-based company, my experience was very different once a problem arose. When the item arrived, the quality was extremely poor — cheaply made and not as described. The product was also damaged on arrival.

When I requested a return, I was told I would need to pay return shipping to China, at a cost of approximately £40. This was not made clear at the point of purchase. There was no obvious or transparent notice that returns would require international shipping, despite the company giving the impression of being UK-based.

Customer service responses were repetitive and avoided addressing my actual concerns. Rather than engaging with UK consumer rights, they repeatedly referred only to their internal “policy,” even where this conflicted with my understanding of consumer protections for faulty or damaged goods.

Despite the item arriving damaged, a refund was refused unless I paid for return shipping overseas. This effectively makes returning faulty goods impractical and disproportionately expensive compared to the value of the product.

Based on my experience:
• Product quality was extremely low
• Item arrived damaged
• Returns required costly shipping to China
• Return costs were not clearly disclosed before purchase
• Customer service relied solely on internal policy rather than resolving the issue

I would strongly advise anyone considering buying from Ivy Luna to read the return terms very carefully and be aware that returning faulty items may cost more than the product itself.

Great experience overall. The dress arrived as shown and fits perfectly. Customer service was helpful and quick to reply.

There is no realistic possibility of a refund. If you have bought a discounted bundle and want to return one item, the full price is applied to the remainder. Plus returns are at the buyers expense and are £30 to China

Shocking quality! Made out to be a seller from UK but in reality it’s from some place in China. Save your money! Not even good enough to wear at home. I’ve warned you.

Where to start???

If I could give zero stars I would!

Do not believe the photos of the products- nothing like what arrives
Do not think that the quality is great- I wouldn't even give them to a charity shop or use as dusters.
Do not believe the 5 star reviews on the order site (all bribed to give a 5 star review)
Do not order if you want products within the 6-10 day promise timescale, mine took 15 days, arrived too late for me
Do not order what look like high class outfits- cheap material, product bundled into plastic bags
Do not order thinking you can return to quote the "easy returns" process- there are NO RETURNS unless product is faulty (in small print on website but not on the Facebook order site). I ordered one dress in two sizes and colours- now left with 4 crap dresses and £120 down.
Do not think that it is a British company- it is based in Asia and you have to send returns to China at your own cost (my quotes ranged from £30 to £85 to return my goods depending on the speed and tracking)
Do not expect honest dealings- they ask you to declare only $5 as your parcel worth if you return items
You can wangle a refund if you promise to give a 5 star review- enticing others to fall into the trap of losing their money. No thankyou!

I have been trying to get a refund for nearly 3 months, hours of my time wasted. They always come up with an excuse. I took out a dispute with my credit card and now IVY LUNA is writing to me to try to resolve it. I hold no hope of getting a refund from them. They are shysters, out to keep your money.

In summary, just DO NOT GO THERE if you don't want the poorest quality products, slow delivery, no returns, lost money.

Worst company I have ever dealt with.

I received a beautiful dress which was the quality I expected, unfortunately a bit small but the team have been fast to respond and fix the issue and I’m happy with the outcome

Although I was not happy with my purchase I have to say their customer service was very good.

Ordered a size 18 dress doesn't even fit my size 10 friend. Ridiculous sizing. Poor quality. Also been told I have to pay £30 postage to return a £45 dress. Absolutely awful never again

I wanted to return some items and was told it costs too much to return and a refund was not possible and and only a voucher for part of the purchase. When I finally accepted the voucher have been unable to use it despite trying on several devices only to be told keep trying. Please do not purchase from this website as it is a complete scam.

Dress was lovely, just didn’t suit my body. Customer service super helpful with return

I ordered 15 items from Ivy & Luna, and 85% were shockingly poor quality. The return process was a nightmare—slow, complicated, and completely customer-unfriendly. To make matters worse, I had to pay exorbitant postage costs to return items to China, which is outrageous. This company clearly prioritizes profit over customer satisfaction. I strongly advise others to think twice before ordering from Ivy & Luna

Awful experience. Took many weeks to receive my dresses. They arrived looking like rags. I'm in the process of trying to return them. They asked for pictures of each dress! I also read that the customer has to pay for the return. So I'm going to sell them on at a loss. Stay WELL AWAY from this website.

This company runs a scam... they make out they are based in the UK and are in Asia. The quality of product is shocking and to return item cost £25... so not worth it! Do not buy from them!

Unfortunately dresses were smaller than expected but like them so wanted to exchange for a bigger size ..was responded to fairly fast with a gift card

Despite an issue with the size, a quick email and polite reply with hours and all sorted.
Great customer care

The communication was amazing with prompt response and sorting out the issue I had with a 100% gift voucher of which I have had and re-ordered the same jumper but in a different colour and a bigger size!

The sizing in jumper was very small ( I ordered L - 12/14 as I am a 12 ) but is not as loose to wear like the advert but still fine to wear .. So I have ordered the XL- 16 now and know it will be the right fit I am looking for..

There are no tags on the inside to show front and back ( but I have tried both ways and fits exactly the same, which is unusual that the fit looks so good!
Also no care label but it is a wool type fabric so will be a wool type wash ..