Finery Reviews 3.615

The clothes are okay if you find a sale, but they aren't worth full price. The returns process is a nightmare: I had to pay £3.50 upfront, print my own label, and I’m still waiting for a refund 10 days later. Due to the poor customer care and slow processing, I won’t be shopping here again.

****The response has angered me rather than soothed. Taking an additional £3.50 when you already hold over £100 of my money(I spent over £500) is poor customer service. Refunds can be processed quicker than the weeks I’ve been waiting as I received an immediate refund when some of the clothes I ordered weren’t actually available !!!!

Avoid this company. Items not s photographed. You can’t return as the process won’t allow you to create a returns label. SCAM! Don’t bother with the AI generated feedback to this post from the company- it’s also fake.

I like Finery Clothes but unfortunately the ordering experience means I will not be ordering from them again. You have to pay for returns and print your own label. On two occasions I have had to contact their Customer Services to receive an Order Confirmation (it took a painfully long time for anyone to understand what I was after) and then on one occasions but parcel was returned to sender with no delivery attempt.

It is a shame but just not worth the performance of ordering.

I can only say from all the 1 star reviews that this sounds like a multitude of other scam, usually Chinese, firms who pretend they're in the UK. I always check with Trustpilot every firm before I use them Would not use this one!

Oh how I wish I had read here first!

I ordered two dresses from Finery London (paying for next day delivery). The dresses arrived with no issue, as soon as a I took the dresses out of the bag I thought they seemed quite poor quality. However, as they had been in the sale (both still over £25) I kept them. The morning after they arrived I went to put a dress on, it was dirty and had a HUGE hole by the pocket. I tried to contact the company all day, but got bounce back emails all day. Clearly this isn't a recent problem given some of the feedback here! Eventually, I managed to get through on the phone (this was still the same day), emailed some photos over and got a reply a few days later asking me to return (the return process is ridiculous, printing a label when every other company uses QR codes). I sent the dress back as soon as I could.

..Today, I have received an email to inform me that there will be no refund because the dress has been worn and is not is saleable condition - the dress has a huge hole so was NEVER wearable. I am absolutely disgusted with this company and can't believe some of these dresses are for sale on the M&S website at twice the price! Absolutely avoid!!!!

I have now actually paid for thin air, which is probably preferable! I have asked for the dress to be sent back to me ASAP and am so angry I feel like contacting Trading Standards.

The whole company is a massive scam with emails arriving from Ghost and Hawes and Curtis(?)

Absolutely terrible experience buying/returning items . £3.50 return fee for EACH item . Customer service was just rude when I asked if I could return 2 items in one box . My advice is buy elsewhere!!
With regards your response to my review: You didn't address your extortionate return fees. I hope everyone reading this review,will take note of not only your return postage fees, but also your diabolical customer service advisors who were quite frankly rude !!!!
How convenient!!

I believe this website is a true scam. I returned my items via royalmail tracking over 2 weeks ago. I have since received no acknowledgment of return nor a refund. My emails have been ignored and nobody responds. To make matters worse, the phone line is dead too. I tried several times today and it says “all operators are busy” and cuts off. I have made a claim via my bank today as there is no way of contacting this scam company of course.

I’ve had an awful experience with this company. I purchased the cream jacket with black and white braiding on the sleeves and pockets. The braiding has ran into the cream jacket. I’ve tried to contact them and sent them photos. They don’t want to know. You can’t find a proper customer service person to talk to. Steer clear of this company. I feel they are a total rip off and sell bad cheap materials

Still no refund even though Finery said on here they would look at my case and issues. Waited ten working days and still nothing. No refund. I would say do not buy as so hard to get money back.

I have tried telephoning your help line 19 times at various times -each time, I was advised no one was available and to call back later - so frustrating!!
I have emailed twice and email is undeliverable.
I have sent 2 messages.
ALL TO NO AVAIL

I have downloaded the returns label, I haven't got a printer, what can I do?

Could you send a QR code that the post office can scan,like other companies do?

Please advise quickly.

Customer service email links not working. Customer service telephone number not picking up making it impossible to process a return.

I have bought 3 dresses recently. They are top-class, beautiful, strong materials, very well designed, even for the fuller figure with comfortable amount of stretch, very well tailored - just a delight - good regular delivery - thank u so much for ur lovely items - the dresses, just drop them on, falls beautifully and looks good.. ! 👍👌😘

Utterly pathetic customer service. Full refund wasn’t given and I tried multiple times to call, email and message on fb but no response from anyone.

I ordered a yellow broderie anglaise dress in the sale, size 16. It arrived very quickly, was well packaged and fitted beautifully. I went on to order the green version - same again, all good and I’m very happy. I’ve got no complaints at all

After returning my order, I’m still waiting to hear from Finery London with regard to my refund. Have been unable to contact them. Their website does not receive emails. There seems to be no way of contacting them. Would not recommend purchasing from them.

Total scam website. Order a jumpsuit on December 23rd. Still haven’t received it over a month later. Emailed their customer service and the email just bounces back. Also tried filling out they’re contact form on the website with no response. Not been issued a refund. They are literally thieves.

Double charged for returning my order. I paid the returns when requesting the return. Once my refund was returned to Finery & processed, they charged me another £3.95. Terrible double charging practice. Poor customer service. Messaged via email, web email & phone call. No response & no one picks up the phone. The phone cuts off before being answered. Been waiting since 1 Jan. Refund me & stop double charging for returns!

I would NEVER use this company again. Placed my order for a dress showing in stock. They took my money. No dress arrived. Tried to chase it up with them but the email address for customer services just bounces back all the time and you can't get through by phone either. They've just updated my order status to cancelled (by them, not me) so I'm assuming they've run out of stock. No refund has yet been issued. I would seriously suggest you avoid ordering from Finery London. Wish I'd read the other reviews before I did

You asked for more information which I tried to send you but unsurprisingly I've not been able to contact you directly. You need to get your email sorted pronto and perhaps you could employ someone to answer your phone 🤷
Order no FN246399

Deplorable service. You can’t email as your email has to meet their system ‘requirements’, you can’t call as you only get an automated message saying there is no-one to take your call. Now out of pocket for a dress I ordered on 4th January ‘26 and have not received.

ETA surprise surprise the dress has just turned up and what a state it is. I didn’t even open it out to try it on as it is that bad. It is black jersey and looks like it has been pressed with a bare iron, it’s a shocking mess. Now I have the painful process of returning it to get a refund.

ETA (again!) Unbelievable, I received the parcel today 15th January and as mentioned above I want to return it. The Finery returns portal has advised me I cannot return the item after 14th January. This company doesn’t appear to be legitimate going by the dreadful reviews

ETA answer to Finery’s reply … I got no reply to the photos I sent to your rep Fatimah and when I tried to email her after your reply my email again got the error message it didn’t meet your ‘requirements’. It’s maybe time to ask my bank to do a chargeback as this is getting ridiculous.

ETA yet again. I sent an email to Finery as per their reply and got the following message.

“ Your email couldn't be forwarded from (finery email address here) to another email address.
Security or policy settings at finerylondon.com have rejected your message.”

What do I need to do to get a refund for a dress that is not fit for purpose? Exasperating

I have been trying to phone Finery for days now. I keep getting a very short curt auto response saying 'no support agents are currently available to take your call' and cuts me off, doesn't even say your are in a queue or they are busy just nobody there! very poor even non existent customer service.