Paul Costelloe Bags Reviews 195

I have emailed them three times and not received a reply. No telephone number to speak to a human. I have now returned a bag to them at my own expense which I know they have received. Hopefully I will receive a refund shortly. Beautiful products which seem to be let down by poor customer service. Bad service will only lead to decreasing sales which is such a shame. Wish I had read the reviews before placing an order.

I've purchased several backpacks and some accessories including their notepads. The quality is very good, especially for the price.

I've only purchased in store so I am surprised to see so much 1-star reviews.

Ordered 2 weekend bags only 1 has arrived. It was packaged beautifully but where is my other one. Still waiting for customer services to get back to me !!!!!!!

I ordered two bags (total £110.40) on 22 Sep 2025, delivered 29 Sep. Outer packaging was torn with a visible big hole and one bag (Valeria, Chipmunk) had creases and pressure marks. Emailed customer service three times (29 Sep, 1 Oct, 7 Oct) for a refund for the damaged bag, but got no response. Poor packaging, poor product quality and terrible customer service—very disappointing experience.

Excessive cost of delivery outside UK, delayed shipping and customs duty. Not worth purchasing if you are outside the uk

I purchased a bag and 2 weeks Later used it for the first time. The leather fob came away from the metal zip ring and I returned to the store with the receipt and bag. I was met by a staff member who responded with “we don’t give refunds” I wasn’t asking for a refund and wanted a replacement . She then said “ we can send it away for repair “ It was only when my husband made a comment about consumer rights that she said she needed to call “him” and see if she could exchange. After disappearing on the phone she returned and gave me a new bag. Very disappointing service and won’t buy again from there

I was lucky enough,
to purchase the Selma in harvest pumpkin, small bag. Its lovely the hardware on it, all the different compartments, it sits crossbody perfect looks amazing. It first came out last year, the price for me was a little high so i kept my fingers crossed and managed to buy it in the sale which was a bonus. It really is a lovely little bag. Delivered on time, no problems, i might be out a little with the date of purchase because i kept it until summer started, it's a lovely colour and always get comments.

I have to say after reading the reviews on here I panicked, so had to come on to leave a 5 star for anyone thinking of ordering.
When I was checking out I had clicked twice and ended up with two orders for 3 bags!
I emailed customer services on the evening of the 16th they responded by lunchtime the next day (17th)to say they had cancelled the duplicate order for me and processed a refund.
I then received an email on the 18th to say my money had already been refunded.
I have just received the 3 bags and they are all gorgeous, zips are all fine and the leather is so buttery soft on the backpack.
So pleased and have had a good experience with customer services.

I ordered a bag online and when it arrived, it was the wrong bag. The company admitted that they had sent the wrong bag out and said that once I’ve returned the wrong bag, they would send me out the right one. I explained that I had been taken into hospital for an emergency operation and may not be able to return the bag for six weeks and the company said that it wasn’t a problem. I’ve tried twice sent them emails to discuss this matter but they have both been ignored and I cannot get in touch with them. I have a bag that was wrongly sent to me and now I can’t get it sorted. I also had to pay £5.95 delivery only for the wrong bag to be sent to me. Terrible service all round.

Paul costelloe bags are well made, the quality of leather and attention to detail is good.

I feel sick. I spent a lot of money on two bags. It took over 2 weeks to arrive. And they have sent me someone elses order.

My order is worth £305.20 and this order is £108.00
I don't know what to do and I have contacted and no reply. I feel sick honestly. I never spend a lot. We have 2 children. I was treating myself and now this. My husband will be livid.

I placed an order on the website and paid for it online and I received no order number, no confirmation email and no one is answering my emails or phone calls.

Later edit/update: I received an order confirmation three days after placing my purchase, and the package was shipped the following day. The product quality is impeccable, and I remain a satisfied customer. I intend to continue purchasing from them and hope they will improve their customer service, as it currently does not reflect the high standard of their products.

I bought from them quite a few times, and the bags were pretty good. Only that recently, 2 weeks ago I returned one bag back still in its original bog as was much smaller than I expected. Did everything as they said, payed the postage myself, and they received my return 1 week ago as I am able to check online, and no answer back from them ! Emailed them 3 times!!!! This is disgusting! What kind of customer service is this? I need my money back!

Very pleased with bag and excellent customer service. Have already purchased a purse. The customer service was excellent as I had made a mistake on colour and they sorted this out for me.

Purchased a bag which developed a fault within a few days. Contacted company and they requested photo which was forwarded to them. They stated to return the bag and they would refund. When they received the bag they sent e mail informing me that there was not a fault, I had returned the bag without stuffing and label which I had previously explained was due to the bag being in use for a few days and would obviously not have the stuffing retained. They have returned the faulty bag back to me and refuse to explain why when a refund was agreed by e mail! AVIOD AVOID AVOID

AVOID AT ALL COSTS !!
Seriously poor communication. Ordered got confirmation but no bag no response to emails customer service dreadful.
Seriously what is wrong with them can’t be bothered to respond but happy to take my money

AVOID AVOID AVOID! Embarrassed I gave this rubbish to people as gifts. Sister bought me a £100 bag for Xmas, it’s all scratched. Still has label on it, proof of purchase in bank statement. They want a printed receipt. £100 down down the drain! Avoid at all costs!

I have now sent two emails and they have not even bothered to get back to me. I definitely won’t be buying from them!
If there was a rating of no stars, that’s what I would have given.
Their Customer Service is absolutely appalling to say the least. I hope Paul Costelloe reads these reviews!
I Will spend my money elsewhere, they obviously don’t want the business!

Paul Costello is my go to for bags.
I have had a number of bags from Paul Costello over the years ( I think it has been around 10 years).
Whenever I buy a Paul Costello bag it is my everyday bag and gets no special treatment.
They have all lasted well.
In recent years I have opted for the brown leather and they have lasted so well.

Recently I bought a new bag and my first purse. Both beautiful, I am very pleased with them
I have bought one bag via ASOS, three via Paul Costello website plus I got one as a gift from my husband and never had an issue with delivery.
BUT this time 5 days passed and I had no bag and purse and no update on my order other than a confirmation. I contacted costumer service via the website and within a 2 days I had a reply explaining my parcel was going to be delivered 24 hours post via royal mail.
They were worth the wait!
While waiting for my order I feared I might have to get another bag but so pleased I didn't need to do that. I could not find another bag I loved as much as a Paul Costello bag and in the sale the bags are amazing.

I was on the brink of ordering two Paul Costelloe bags but thank goodness I read Trustpilot reviews before I did. What has put me off straight away is the fact that the company charge you P&P for an order and if you are returning an item, it is up to the individual to pay for postage. This is bad! Reading the reviews, the customer service support appears to be abysmal. On reflection, I shall not be ordering from this company and I will stick to more trustworthy and dependable companies.