Ivy Luna Reviews 519

Photo great, but garment cheap and nasty. Their returns policy is bad. I didn’t realise it was coming from China.

Ordered a beautiful looking dress, the quality of the dress doesn’t match the pictures and isn’t worth the price of £40. As you have to return to Asia charges are £20/£30 which defeats object. Customer service team have been very prompt and reply same day. They have offered a 100% credit note or 50% refund and keep dress.

Dress looks like a cheap copy of the one advertised - it doesn't hang nicely as it does in the advert & cardigan is as bad - bitterly disappointed - don't be fooled by 'UK' in the name - returns done in Asia so return postage is expensive..

Just got fabulous new Orla waterproof coat. Perfect but a bit small - so maybe order one size larger than you’d expect. Great customer service though - couldn’t have been more helpful. A very fast response. They don’t do exchanges but they promised me to be able to keep the old one and offered to send me a different size instead. Would definitely recommend.

Item arrived- was a little on the big size ; contacted the company who have said they will send out a 100% gift card to purchase a smaller size and have said I can keep the original item .

Fake copy website. The item that arrives is similar to the image online but a cheap version. I.e. different cut of sleeves, thinner belt, with no belt loops, different length, bright white instead of off white, no label, sizing off...
They use a UK contact address but tell you returns must be to Asia (in small print) and will cost £30.
I believe they steal real images and make a beautiful AI website then send a rip off fake copy.
I was able to get a refund from Paypal instantly so can't be the first time they have received a return. Make sure you contact your bank to raise a case if you get scammed too.

The fit is amazing, true to size and really flattering. Got lots of compliments!

SCAM! False advertising, terrible quality clothing. Misleading with a UK address, but returns are complicated and to Asia at £20-£30! Do not buy anything!!

Clothes are cheap and nasty. Their website looks like a UK business and they even claim to have a London address yet when I tried to return two dresses the day after I received them, I was told it would cost me £20 to £30 postage to return them to China but that I could have 100% as a credit. I chose the credit reluctantly ( as I didn’t think that their clothes were worth having) but none of the codes they sent me would work. It’s all a scam. I have continued to pursue it and they ignore my legal rights AND their own website which clearly promises a 100% no worries 30 day guarantee. They have today offered me a 30% refund as if they were doing me a favour! I am almost £100 out of pocket and the reluctant owner of two nasty polyester dresses

Excellent customer service, nice clothes.

I ordered knitwear, I received a printed fleece. I complained, asked for a full refund and a prepaid label to return the item.
Originally I was offered a gift card for 100% of the value, I declined. I repeated my request and was offered a 30% refund and to keep the item. Again I declined. I repeated my request. I was offered 50% refund as a final offer and joy of joys, I get to keep the cheap and nasty looking item.
I have taken the offer as I'm fed up with them but have reported them to Consumerline and the Competitions and Marketing Agency for false representation of goods on the website and the breach of the Consumer Act 2015.

First time buying from Ivy Luna, and when the dress arrived it was unfortunately too big. I only realised after the delivery that I was unable to return the dress without paying quite a lot of money and it needed to be shipped overseas. I was very disappointed, but the customer service team have been very accommodating and made my experience a positive one. It was nice to experience a team that understood the frustration and offered a quick solution.

The after sales service awful, illegible emails re return process and after msny requests for legible process they just stopped contact leaving me with a dress that doesn’t fit .Beware

I purchased 2 winter coats when they finally arrived the were much to big for me so have tried to return as they advertised a 30 day money back guarantee on the website,unfortunately they say they can’t do this , but if I gave them a 5 star review they would issue me with a gift card to spend with them , I don’t want anything more from them quality is poor just wasted £84.92 so this is my 5 Star review

Ordered a dress from Ivy Luna when I received it it was to big, my first thoughts were that I was going to have a nightmare returning it but I got in touch with their customer service team, who came back to me promptly & they arranged a replacement, apart from the wait time for the delivery, very happy with the outcome ! Fingers crossed the replacement will be all good 👍🏻

Absolute scam. Not 'two friends' who have set up business at all. Its an Asian scam which sends products of horrifically terrible quality (no tags , no labels, paper thing material) and when you want to return it it costs over £20-£30 as you must return it to Asia! They also use fake Trustpilot tags on the items. AVOID

Dress ordered was definately NOT the quality of the one in the photo. Fabric thin and flimsy. No care instructions and what fabric it is made from. Dress too large, and after sending photos of the item to receive a refund, I was informed I have to return it to Asia. I was offered a gift voucher for 100% of the cost. Why would I want more inferior goods!
Nice worded responses are not good enough.

Buyers beware! Bought earrings as a gift, they looked lovely of course in their photos. They are awful. Faulty too, as one back/ keeper was missing. They are scratched and poorly made. Worthy of the bin, not as a gift for anyone! They are polite and apologetic at customer services and ask you to return items to China, at an extortionate cost. They do not respect UK consumer law for full refunds for faulty or ‘not as described’ items. Eventually you will be offered a gift card or a partial refund of up to 50%. I would avoid at all costs as I think you will be disappointed with the goods you receive.

Very Disappointing – Still No Return Form After Multiple Emails
I’m very disappointed with my experience. The item I received was not as described, and trying to return it has been incredibly frustrating.
First, I was asked to explain the reason for the return, which I did. Then I had to send photos to prove the issue. After that, I was offered a gift card to cover the refund because the warehouse is in Asia. I agreed to this, but was then told that no gift cards were available.
Since then, I’ve been sending emails every day requesting the return form, but I still haven’t received it. The lack of response and the constant back-and-forth make this feel like a deliberate attempt to avoid processing returns.
Update: After I submitted a review on Trustpilot, the company contacted me asking for a screenshot of my review — and said they would only proceed with my return request after receiving it. This feels like a clear attempt to control public feedback rather than resolve the issue. It’s deeply unprofessional and reinforces my concern that this company is doing everything it can to avoid accepting returns.
I hope the company takes this feedback seriously and improves its customer service and return process. At the moment, I cannot recommend them based on my experience.

DO NOT USE THIS COMPANY ❌❌❌

They do not accept returns even though it says they do.
It’s not UK based even though has a London address
Faulty and bad quality