Smythson Reviews 

Very pleasant experience indeed. I had a few inquiries regarding the item I planned to purchase, every single one was answered by a customer service agent promptly and fully.

Ordered and paid for an item only to find when I chased it was out of stock! Chased again for delivery date having been told via email it was back in stock after five days. No idea when I will receive it now - poor customer care Smythson don't sell stuff you don't have in stock it upsets customers

Fail to realise that UK consumer law applies to them when selling online in England. Hilariously bad customer service, at best an average product, and, even though they refuse to refund, are about to be forced to by the credit card company. Awful business model and chronically overpriced - avoid the cheapest feeling leather products this side of an old car seat.

Katie was wonderful - she resolved my bag's manufacturing defect with a new replacement after careful consideration.

Its now two days awaiting a back pack delivery, they use DHL which who ever made this decision has never received a shipment from them. On Friday it stated it would deliver in a time window. Which changed and I missed them. Today it sates will be here before 1pm and now there system is stating the end of the day. They don't have any lockers to leave and the only two options was to collect from a DHL depot 21 miles away. The last time I had to do this DHL could not find the package at the depot after 45 mins. Smythson if this does not arrive today, I don't care how good your bags are I'm not going to waste anymore time waiting.

Visited the Smythson concession in Selfridges and am delighted to report that I received excellent customer service from the lady who served me. Although one of the stationery items I wanted was not on display, she ran to their store room and found one for me. Having returned, she carefully gift wrapped all of the items (at no extra cost) - a wonderful retail experience!

I had a question about the engraving and I tell you Ms Gail gave me top tier service. She was extremely kind and responsive to me and if I could I’d rate her 10 out of 10. My purchase was the first I’ve ever made at Smythson but I can guarantee I’d be a repeat customer based on the service I received from Gail. Kudos to Gail and the Smythson customer service team!!

Smythson and Gail, specifically, are and were terrific. I love my Portobello Ludlow leather diary. I used up my previous one in only four months, and it was time for another one. Gail has always handled me professionally and was able to get exactly what I needed. Highly recommend the product and Gail.

Amazing service.

Proper expensive but Gail offers the best service. EVER

The briefcase arrived with a defect in the zip. When opening and closing the bag, there is a small section where the zip feels unusual to use, and the fabric around it appears stretched. It is clearly visible that something is not right.

I have returned the item for an exchange. However, even if the replacement arrives within the next week, the entire process will have taken up to two weeks to resolve. During that time I have had to make phone calls, send photos, complete forms, and wait at home for courier collection, all of which has been unnecessary hassle.

This situation could have been avoided if proper quality control had been carried out before the item was dispatched. Instead, the burden of resolving the issue has been placed on the customer.

Smythson - and Gail specifically - were absolutely wonderful about finding and shipping the blue Mara stationery box! I own several other blue Mara office products, and this is the perfect item to complement them. They also helped me above & beyond when I was in the UK and found it, and while they didn't offer it in the US, they found one for me and shipped it to me. I'm so delighted!

Ordered a very expensive diary for work. i was stunned when I saw how thin the paper was! 'Featherweight' they call it. To make matters worse, it was blue, so it makes it very hard to distunguish entries. I had thought the paper would be white. I tried to explain this to the customer service, who kept going back and forth, desperately trying to avoid a refund or a replacement. Not what i would expect from a 'premium' company. Definitely not worth the money. I will not be ordering again. Poor customer service to boot.

Hollie Odriscoll is an outstanding associate with Smythson!

I emailed the company about my order and she responded promptly. She assisted by sending me links to order the correct journal, then she assisted me with getting a refund for the diary that was sent to me. She maintained contact until my concern was resolved.

You have a gem on your team!

Thanks, Hollie!

Alma Brown

J’adore le style, j’adore la qualité depuis des années, dommage que les prix aient autant augmentés.

We had an issue with a delivery, but it was rectified promptly and efficiently by Hollie in Customer Services.
It was a pleasure to talk to someone who cared about sorting out the issue.
We will definitely use this company again- First Class

For context, I currently own their 2026 WI Journal and two leather evergreen notebooks.

I have returned a notebook after buying in error with no issues. Customer support was happy to help. Very easy process. Shipping is fast and through DHL — love the ability to sign online (since I always miss delivery signings).

Their online service rep Aggie is quite amazing and I love their online store, as well as their personal stationary support out of NYC.

FULLY RECOMMEND for any writers or lovers of the absolute best quality papers. Also their featherweight stock holds inks from rollerball and fountain perfectly without much bleed through. Again, highly recommend.

The quality and timeliness of this customer service was first class. Willing to assist and go above and beyond.

I had a query which was dealt with in such a prompt and efficient way! My experience of the customer service I received, was 5 *, Excellent!

I have always found them lovely to deal with. The packaging is so beautiful and the highest quality. A little luxury every now and then either to yourself or a loved one.

I needed a bag urgently for a gift. Everyone at Smythson went that extra mile to make it happen. Super next day delivery, carefully wrapped in a cardboard box. Inside the exquisite blue gift box topped with the blue ribbon
Then the main event. The bag. Such a wonderful top quality product It was a gift for my partner who burst into tears.
Everything I have ever purchased from Smythson has been of the highest quality & they last a lifetime!