I had to find that my returns were NOT refunded over a month after returning them. I contacted the company only to get a brief apology. Be careful with your returns check they have refunded you. Other... Toon meer
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Lees wat reviewers zeggen
I can't get enough of Kitri - the prints, cuts and fabrics excite me every season. I have bought many things over the years and have never experienced any of the issues raised in other reviews. It... Toon meer
Bedrijf heeft geantwoord
8theryrs cardigan ordered17th march Returned same day - too small! No relatives - housebound- dependent on line for food/ clothing/sundries Thankfully compus mentus!! No refund so far -- s... Toon meer
Bedrijf heeft geantwoord
I bought a summer dress from Kitri over a year ago. It's beautiful and of great quality but one of the buttons fell loose and I lost it. I contacted Kitri by email. Cathe was quick to respond and cont... Toon meer
Bedrijf heeft geantwoord
Bedrijfsgegevens
Geschreven door het bedrijf
Hi there! We’re KITRI, an independent fashion brand by a small team of creatives in London. Founded in 2017 by Haeni Kim, KITRI was borne from the frustration of not being able to find hard-working, well-made hero pieces that didn’t break the bank. A digitally focused direct-to-consumer brand, we produce all our styles in strictly limited quantities offering a fresh fashion collection every month without overproducing and contributing to waste. Plus, our limited quantities ensure you won’t bump into the same outfit on the street. Win, win!
Contactgegevens
Unit 34A Regent Studios, 8 Andrews Road, E8 4QN, London, Verenigd Koninkrijk
- help@kitristudio.com
- kitristudio.com
3,0
Gemiddeld
99 reviews
Heeft 53% van zijn negatieve reviews beantwoord
Reageert doorgaans binnen 2 weken
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Brilliant Customer Service
After ordering a selection of dresses for my graduation and attempting to return them, they got lost in the Royal Mail system. KITRI could not have been more accommodating at trying to track the parcel down, even the director personally went to my local post office to try and rectify the situation.
3 september 2025
Review zonder uitnodiging
Antwoord van KITRI Studio
Thank you so much for your kind words. We’re really glad to hear that our team were able to support you and help resolve the issue with your return. We know how stressful delivery problems can be, so it means a lot that you appreciated the effort.
We’ll be sure to share your lovely feedback with the team (and our director!). We hope you had a wonderful graduation and enjoyed celebrating in style.
Kindest,
The KITRI Team
I adore Kitri and even more so now that…
I adore Kitri and even more so now that I can use the Try before you buy payment option.
I’m not always sure of my size at Kitri so being able to order 2 sizes without the hassle of worrying about a refund if I return is perfect for me.
25 juli 2025
Review zonder uitnodiging
Antwoord van KITRI Studio
Thank you so much for your lovely review. We’re so happy to hear that you’re enjoying our Try Before You Buy option - it’s great to know it’s making shopping with us that bit easier and more enjoyable.
We love that you’re part of our KITRI community and really appreciate you taking the time to share your experience.
Kindest,
The KITRI Team
Return never processed
I sent a return back and got no response for months. They eventually said it hadn’t been processed but that they had received it. Thankfully I had purchased on my AMEX so AMEX refunded me the money as my purchase was insured by my credit card. I followed up with Kitri to complain (again with a long delay) and when they finally did respond they took zero responsibility and said AMEX had sorted so didn’t even provide compensation even though I had waited over 3 months to reach a solution (which hadn’t even been provided by them). Would not recommend. Stay clear.
9 december 2024
Review zonder uitnodiging
Great customer support from Tom!
I unfortunately could not get my dress in my size but I had a fantastic customer support experience with Tom. He was sooo lovely and helpful, going above and beyond trying to help me track down the dress I wanted. Tom is a credit to Kitri!
20 mei 2025
Review zonder uitnodiging
Antwoord van KITRI Studio
Hey Ciara,
Thank you so much for your lovely review. We’re sorry you weren’t able to get the dress in your size, but we’re thrilled to hear that Tom was so helpful and went above and beyond to assist you.
We'll be sure to pass your kind words on to him - we know he’ll be so pleased to hear them. We truly appreciate your support and hope to help you find your perfect piece soon.
Warm wishes,
The KITRI Team
Gorg clothing, great quality
I received an order from Kitri for a dress that is had my eye on. The fit was perfect, so flattering on as a size 14 girlie and the quality was amazing. Absolutely love their items. Will certainly be purchasing again.
1 mei 2025
Review zonder uitnodiging
Antwoord van KITRI Studio
Hey Charmonique,
Thank you so much for your lovely review. We're so happy to hear that the dress you had your eye on fit perfectly and made you feel fabulous.
It’s wonderful to know you love the quality and that you’ll be shopping with us again. We can't wait to welcome you back for more pieces you’ll adore.
Warm wishes,
The KITRI Team
I felt beautiful!
Recently wore the beautiful Giulia Yellow Rose Printed dress and I felt amazing in it!
This dress was well-fitting and flattering in all of the right places. I’m a classic XS with a bit of a rounded stomach. I ordered the XS and the fit hid my stomach and gave me an hourglass shape fit.
The fabric felt silk-like so it felt amazing on.
I wore this on holiday and it was the perfect fit for a Spring holiday!
3 mei 2025
Review zonder uitnodiging
Antwoord van KITRI Studio
Hey Cassandra,
Thank you so much for your lovely review. We're thrilled to hear how much you loved the Giulia Yellow Rose Printed dress and that it made you feel amazing.
It's wonderful to know the fit was flattering and the fabric felt beautiful. We hope it added an extra touch of style to your spring holiday and can't wait to help you find your next perfect piece.
Warm wishes,
The KITRI Team
Great new prints and styles.
Really pleased with Kitri. Lovely clothes, great new prints. Never had any problems.
16 mei 2025
Review zonder uitnodiging
Antwoord van KITRI Studio
Hey Jo,
Thank you so much for your kind words. We're delighted to hear you’re enjoying the new prints and styles and that your experience with KITRI has been smooth.
We truly appreciate your support and look forward to welcoming you back for more lovely pieces.
Warm wishes,
The KITRI Team
I used to love Kitri..
I used to love Kitri... but the clothes and service have gone really downhill. Quality is not what it was, clothes get rips and tears easily and buttons fall off after a couple of wears. The worst thing I've noticed recently though is the fact that they will log returns and send you confirmation of this and then simply... not refund you - you have to chase multiple times to get the refund. They say it's a 14-day period from return to refund but this isn't true, they just won't refund you during that timeframe or after unless you chase them. This time, I have been chasing and have been ignored. Seems really fishy to be honest. They also charge £5.95 for returns when they do refund you.
13 mei 2025
Review zonder uitnodiging
Antwoord van KITRI Studio
Dear Natasha,
Thank you for taking the time to share your feedback. We're really sorry to hear you’ve been disappointed with your recent experience.
As a small business, we genuinely care about our customers and want you to feel confident shopping with us. It's disheartening to learn that you've experienced issues with both product quality and our service, and we sincerely apologise for the inconvenience caused.
We aim to process refunds within 14 days of receiving returns. While we operate Monday to Friday during working hours (9am to 5pm), delays or a lack of communication are not acceptable, and we're truly sorry you've had to follow up. Please be assured we're reviewing your case to ensure it's resolved quickly.
In terms of return fees, it was the delivery fee of your order that was £5.95, which was stated when you went to purchase. We have a standard returns fee of £3 to the UK which is clearly stated on our website and helps us cover part of the cost of processing returns as an independent brand.
We're also very sorry to hear about your concerns with quality. We take this seriously and have shared your feedback with our production team so we can look into it further.
If you'd like to speak with us directly, our Customer Care team is available at help@kitristudio.com. We’d really appreciate the opportunity to put things right.
Warm wishes,
The KITRI Team
I love KITRI great quality and style
I love KITRI great quality and style - shipping to Italy is easy
10 april 2025
Review zonder uitnodiging
Antwoord van KITRI Studio
Dear Silvia,
Thank you so much for your lovely review. We're thrilled to hear you're loving KITRI, especially the quality and style of your pieces
It's also great to know your delivery to Italy was smooth and easy. We’re always working to make the experience feel as seamless as possible, wherever you are.
We can't wait to welcome you back again soon.
Warm wishes,
The KITRI Team
'I bought the Red Alberta
'I bought the Red Alberta, great quality and super flattering. It feels premium and looks even better in person. Wore it to a wedding and received tons of compliments. Highly recommend!'
6 mei 2025
Review zonder uitnodiging
Antwoord van KITRI Studio
Dear Patricia,
Thank you so much for your kind words. We're so pleased to hear that you loved the Red Alberta and that it made you feel amazing on such a special occasion.
It means the world to us that you found it flattering, high quality and even better in person. We’re especially delighted to hear it brought in so many compliments!
Thank you again for your order.
Warm wishes,
The KITRI Team
Avoid
Poor quality garments and poor quality customer service. I have been messed around by Kitri and would not recommend buying from them.
Quality of dresses are not reflected in the price, hence the return and they took 26 days for refund to be processed (after an email chaser was sent).
6 mei 2025
Review zonder uitnodiging
Antwoord van KITRI Studio
Hi Emily,
Thank you for taking the time to share your feedback. We're truly sorry to hear about your recent experience and that we didn’t meet your expectations on this occasion.
At KITRI, we pride ourselves on both the quality of our garments and the service we provide, so we’re disappointed to learn that we’ve fallen short. Please accept our sincere apologies for the delay in processing your refund - this is not the standard we aim for, and we understand how frustrating this must have been.
We’re grateful for your feedback, as it helps us identify areas for improvement. If there’s anything further we can do to make things right, our Customer Care team would be happy to assist. Please feel free to reach out to us at help@kitristudio.com.
Thank you again for your comments.
Best regards,
The KITRI Team
Dress shrunk, not worth the money
Washed my dress according to instructions and it's still shrunk. Now being ignored by customer service. You don't get what you pay for! Really disappointed as I hoped this dress would be a 'for life' dress.
14 april 2025
Review zonder uitnodiging
Antwoord van KITRI Studio
Dear Lois,
Thank you for your review. We're so sorry again for the initial experience you had. We completely understand how disappointing it must have been, especially when you'd hoped the dress would be a long-term wardrobe favourite.
There was a genuine mix-up on our side, as your query was mistakenly left unassigned due to an internal miscommunication. We're truly sorry for the delay in getting back to you and any frustration that caused.
We're glad we were able to resolve things and send you a replacement, and we really hope you're happy with your new dress.
Thank you again for your patience and for giving us the opportunity to make this right.
Warm wishes,
The KITRI Team
AVOID UNLESS YOU LIKE GIVING YOUR HARD…
AVOID UNLESS YOU LIKE GIVING YOUR HARD EARNED CASH AWAY.
Ordered a dress 19.3.25 and returned it 25.3.25. I created a returns label through their portal, stuck it on said parcel and took it to the Post Office and they gave me a receipt. I have photographic proof of label, parcel and returns receipt. Never heard anything from Kitri. Got in touch 9.4.25. Back and forth emails saying they have no record. Then when I send picture of returns receipt they say they will have to ask warehouse if they have such a package.
There is photographic evidence of each stage and proof of return. Which they’ve had. I’ve only ever ordered one item so they should see that it can only be the one item.
What more can a customer do?
Please avoid at all costs. As other users have said shocking Customer Service. Blatant avoidance of refunding money. If you have to run a business like that then it’s a sad sorry state of affairs!! Thank you Trust Pilot for giving a platform to customers!
16 april 2025
Review zonder uitnodiging
Antwoord van KITRI Studio
Dear Lindsey,
Thank you for sharing your experience. We're so sorry for the frustration and confusion caused throughout your return process.
After reviewing your case, we can confirm that there was an internal error on our side. A new member of our Customer Care team mistakenly did not action your refund, despite receiving your valid proof of return. This was a clear oversight, and we’re truly sorry for the inconvenience it caused.
We’re pleased to confirm that your refund has now been processed in full. We’ve also taken steps internally to ensure our team is better supported and trained so this does not happen again.
As a small business, we understand the trust our customers place in us and we never take that for granted. We genuinely regret that this has been your first experience with KITRI and hope you’ll allow us the opportunity to do better in future.
Thank you again for your patience and for providing all the necessary information to help us resolve this.
Warm wishes,
The KITRI Team
Used the try before you buy service for…
Used the try before you buy service for the first time and was very impressed. The Kitri dresses were beautiful. They do size v big (I’m normally a 12 but took an 8) they feel amazing on though and the cut is super stylish and comfortable
19 maart 2025
Review zonder uitnodiging
Antwoord van KITRI Studio
Thank you so much for your lovely review. We're thrilled to hear you had a great experience using our Try Before You Buy service for the first time.
It’s wonderful to know you loved the dresses and felt amazing in them. We’re so glad the cut and comfort stood out to you, and we really appreciate your note on sizing - it's always helpful for us and for other customers too.
Warm wishes,
The KITRI Team
Too long to wait for a refund
Gorgeous dress but too big so I had to return it. I waited far too long for a refund. I even had to send a chaser email as I had waited the allocated 14 days and had not received payment. I got a reply and they said they would action the refund and I would need to wait another 3-4 days. Not acceptable really and it has put me off ordering from here again.
4 februari 2025
Review zonder uitnodiging
Antwoord van KITRI Studio
Dear SJ,
Thank you for your review. We're really sorry to hear about the delay you experienced with your refund and completely understand how frustrating that must have been.
After looking into this, we can confirm that your return was mistakenly delivered to the wrong warehouse, which unfortunately delayed the processing of your refund. We're truly sorry this wasn't picked up sooner and that you had to follow up in order to get it resolved. That’s not the level of service we aim to provide.
We appreciate your feedback and have shared it with our team to ensure this doesn't happen again. We completely understand how this may have put you off ordering with us, but we do hope we’ll have the opportunity to restore your trust in the future.
Thank you again for your honesty and patience.
Warm wishes,
The KITRI Team
Poor customer service - especially for price
I like KITRI, I’ve ordered a few times from them. But one of my recent orders was delivered to the wrong address and KITRI have done absolutely nothing to resolve the situation. I’ve had to follow up with the delivery driver and KITRI all myself. The customer service agent I’ve been in contact with has just been awful and unresponsive. After multiple emails unanswered, eventually came back and offered an exchange but hasn’t contacted me since regarding this and timing is important as things go off sale/out of stock quickly. At this point I just feel like they flat-out stole my money from me and could care less. And I’m sorry but the prices are outrageous for the quality of the materials (everything I’ve gotten has been polyester so far) and the “customer service”. Won’t be ordering again from them sadly and I would think twice before getting something
23 januari 2025
Review zonder uitnodiging
Antwoord van KITRI Studio
Thank you for sharing your feedback. We're really sorry to hear that your recent experience left you feeling disappointed.
We understand how frustrating it is when a delivery doesn't go as expected. In this case, Royal Mail confirmed the parcel was successfully delivered to a neighbouring address. When we let you know where it was, we understand you preferred not to collect it directly. To help, we contacted Royal Mail to arrange a collection and redelivery on your behalf.
We're sorry that the process took longer than hoped and that communication during this time wasn’t as prompt as it should have been. Please be assured your feedback has been shared with our team so we can improve how we handle situations like this in future.
Regarding your comments on fabric, we always aim to balance quality, structure and design across our collections. That said, we absolutely take your feedback on board and are continually working to refine and improve.
Thank you again for your honesty. We're very sorry for the inconvenience caused and do hope we’ll have the chance to leave you with a better experience in the future.
Warm wishes,
The KITRI Team
I saw a beautiful dress worn by a chef…
I saw a beautiful dress worn by a chef on Saturday Kitchen, did a search online, and found the dress was made by Kitri Studio. I ordered it as it looked so lovely on TV, and today it arrived. It is beautiful, great quality, and really flattering. I am thrilled to bits.
29 januari 2025
Review zonder uitnodiging
Antwoord van KITRI Studio
Dear Louise,
Thank you so much for your lovely review. We're absolutely thrilled to hear that you discovered us through Saturday Kitchen and that the dress lived up to your expectations.
It’s wonderful to know you’re so happy with the fit, quality and how it looks on. We love hearing stories like this and are so pleased it brought you joy.
Warm wishes,
The KITRI Team
Error with the try before you buy trial
Would not recommend the try before you buy trial. I have just been charged for something after returning it well over a month ago.
Edit: I was contacted a few hours later with an apology and the appropriate refund due to an error in their system.
3 januari 2025
Review zonder uitnodiging
Antwoord van KITRI Studio
Dear Melis,
Thank you for your review and for updating it. We're really sorry for the mix-up with your Try Before You Buy return.
Your item was mistakenly delivered to the wrong warehouse, which delayed the return being processed in our system. As a result, the automatic charge went through before we could catch and refund it in time. We completely understand how frustrating that must have been and are very sorry for the inconvenience caused.
We're glad we were able to resolve this quickly and issue your refund, and we’ve since reviewed the process internally to help prevent this happening again.
Thank you again for your patience and understanding.
Warm wishes,
The KITRI Team
Literally losing my mind
Literally losing my mind. What is going on with your customer service? I bought a co-ord set, cardigan and miniskirt. I wanted to exchange the medium cardigan for a small and had this confirmed over e-mail.
Once the medium had been delivered back to Kitri I had to follow up to see if the small had been sent out ( it looks like if I hadn't followed up, nothing would have been done bearing in mind it was 5 days later), only for a small miniskirt to be sent out instead, the same one I already have. I accept that errors happen but I re-iterated clearly that I just wanted the cardigan in a small in every single correspondence. So how can your processes be so bad and off the mark that a completely different item gets sent out. The thing is, we pay a lot of money for these items. When I asked why a miniskirt had been sent out I received a completely nonsensical e-mail about 'exchanging my cardigan for a small' with a QR code. What are they even talking about? It didn't make any sense. I subsequently asked when the small cardigan would actually be sent out and I haven't received an answer. This is NOT the way to treat a customer.
So now I'm £100 down, with a miniskirt being sent to me that I didn't ask for, without the small cardigan that I wanted instead of the medium and now also have the added inconvenience of having to go back to the post office to send you back the miniskirt you sent out in error. I have every right to be annoyed at this. Your products aren't cheap, so why is your customer service? When things go wrong it is absolutely your job to reassure the customer that you're going to put it right. You must do better.
22 december 2024
Review zonder uitnodiging
Antwoord van KITRI Studio
Dear Gemma,
Thank you for your review. We’re really sorry to hear how stressful this experience has been and can completely understand your frustration.
After reviewing the order, it looks like the incorrect item was selected during the exchange process, which led to the mix-up. We appreciate that this caused confusion and extra inconvenience, and we’re sorry that our communication didn’t offer the clarity or reassurance you needed at the time.
That said, we're pleased to confirm the issue has now been resolved and that you’ve received the medium cardigan as intended. We’ve also taken this as a moment to review how we communicate during exchanges to make sure we’re clearer and more helpful when things go wrong.
We’re grateful for your honest feedback. It helps us improve and ensure a better experience moving forward. We hope you’re now happy with your cardigan and would love the chance to welcome you back again in future.
Warm wishes,
The KITRI Team
Lovely find; refund processed but takes a while
I ordered three items from Kitri and was a bit nervous as I hadn't ordered from them before and the total payment was quite large. I loved one of the pieces, which I then wore to a wedding, and returned the other two. After 14 working days, my refund hadn't been processed, so I contacted the customer service team who promptly fixed the issue. I got the money back soon after and would happily order from there again.
4 stars as the refund required chasing and does take a long time, but the dress I kept is really flattering and good quality and it's great to support small businesses.
2 oktober 2024
Review zonder uitnodiging
Antwoord van KITRI Studio
Dear Maddie,
Thank you so much for taking the time to share your experience. We're really happy to hear that you loved the dress you kept and that it made the perfect choice for a wedding.
We're also truly grateful for your support as a small business, and we’re so pleased to hear you'd be happy to order from us again. That said, we’re sorry the refund took longer than it should have and that you had to follow up. We’ve taken your feedback on board and are reviewing how we can improve the speed and communication around returns.
Thank you again for your kind words and for giving us a try. We hope to see you back again soon.
Warm wishes,
The KITRI Team
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