Ordered from Finery and the whole process was smooth from start to finish. It was easy to find pieces that suit my style, every dress perfectly fitted me. I was immediately refunded for a dres... Toon meer
Bedrijf heeft geantwoord
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Lees wat reviewers zeggen
Great service from my initial order/payment, frequent updates, till the parcel arrived elegantly boxed and packaged. Better still, it looks exactly like the sales photo, fits well and carries a co... Toon meer
Bedrijf heeft geantwoord
Dreadful company to deal with. A Rixo dress was returned to them due to a post office error where the cashier mixed up labels. Trying to get my Rixo dress back from them is proving to be a nightmare a... Toon meer
Bedrijf heeft geantwoord
My order arrived very promptly, the items that were trousers and a blouse were very good quantity and true to size. A fair price for each item. I would have no hesitation in ordering again. In fact I... Toon meer
Bedrijfsgegevens
Over Finery
Geschreven door het bedrijf
Welcome to the official Trustpilot for Finery.
Thank you for sharing your reviews with us. We carefully read your feedback and aim to respond to all reviews to assist with your issues as quickly as possible.
Finery is a contemporary fashion brand that wants to make styling your wardrobe, modern and inspiring without compromising on quality or design. Our mission is to offer the modern woman; high quality, sophisticated designs, and timeless styles to make her look good and feel fantastic.
Contact our Customer Services team directly for any queries.
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Contactgegevens
9 Hatton St, NW8 8PL, London, Verenigd Koninkrijk
- care@finerylondon.com
- www.finerylondon.com
3,8
Goed
4K reviews
Geen recente geschiedenis van het vragen naar reviews
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Heeft 91% van zijn negatieve reviews beantwoord
Reageert doorgaans binnen 48 uur
Zo gebruikt dit bedrijf Trustpilot
Ontdek hoe ze hun reviews verzamelen, beoordelen en modereren.
The dress arrived but was faulty
The dress arrived but was faulty. It was velvet the nap on the front of the dress did not lie properly and therefore showed as marks.
27 december 2025
Review zonder uitnodiging
Antwoord van Finery
Hi, thank you for your review.
We are sorry to hear about this issue.
Could you please send us further information at care@finerylondon.com.
Please put Trustpilot Review in the subject of your email.
Once we have more information, we will be able to assist further.
CS Team
Poor processing
Having ordered in plenty of time for Christmas, it is disappointing to find out that it takes several days from ordering to process the order. I was told by a customer service agent that it is a 48 hour turnaround before sending an order out,but that is not explicit on the website (the agent says that's on the website, it's not). Had it been, I wouldn't have ordered standard delivery. Having ordered standard delivery from other retailers around the same time and having got their deliveries virtually within 48 hours, this is pretty poor to be honest. I now have to find replacement presents and Finery London will miss out on revenue as I will be sending back for a refund.
22 december 2025
Review zonder uitnodiging
Antwoord van Finery
Hello,
Thank you for your review.
We deeply apologize for any inconvenience caused. We understand your frustration regarding the issue with the delivery time frame.
While we strive to uphold our policies, we also value customer feedback and are continuously working to improve our processes. Your feedback is invaluable to us, and we appreciate you bringing this matter to our attention.
We hope to have the opportunity to serve you better in the future and regain your trust. Thank you for your understanding and for taking the time to share your feedback with us.
CS Team
had to pay to return the dresses
had to pay to return the dresses - not happy! £3.50 out of pocket, won’t be ordering from here again
24 november 2025
Review zonder uitnodiging
Antwoord van Finery
Hi there,
Thank you for taking the time to share your feedback. I’m sorry to hear you were unhappy about the return fee.
Our returns policy, including the £3.50 returns charge, is clearly outlined on our website, and customers agree to these terms when placing an order. We include this information to ensure transparency and avoid any unexpected costs.
If there’s anything we can assist you with regarding your recent return, please don’t hesitate to get in touch—we’re always happy to help.
Need to sort out returns policy
Really like FL products but was so disappointed to find that the only way I can send items back is by printing my own label - it’s irksome that returns aren’t free, but not providing the faculty to get the Post Office to print the label for me is ridiculous. This is the last time I’ll shop with FL directly- as others have said, I’ll go through third parties in future. V disappointed- would love to support a smaller business but it needs to be much easier.
22 november 2025
Review zonder uitnodiging
Antwoord van Finery
Hi there,
Thank you for taking the time to share your feedback, and I’m really sorry to hear that you were disappointed with the returns experience.
We completely understand that printing a label at home isn’t always convenient. We do offer alternative options, including sending a printed returns label via post when needed, and we’re always happy to help arrange this for any customer. Our return and delivery fees are also clearly outlined in our Terms & Conditions at checkout so customers can review these before completing their purchase.
We truly appreciate your support and are grateful you’ve enjoyed our products. Your comments are valuable, and we’re continually reviewing our processes to improve the experience wherever we can.
Theives.
Products ok. Customer service is shocking. Sent dress back on 27th Sep and on 22nd Oct still awaiting a refund. No one answers phone. Email address listed isn't real! Will not be buying from them again.
22 oktober 2025
Review zonder uitnodiging
Antwoord van Finery
Hi Louise,
thank you for your review.
We are sorry to hear about this issue.
Could you please send us further information at care@finerylondon.com
Please put Trustpilot Review in the subject of your email.
Once we have more information, we will be able to assist further.
CS Team
Returns process not good
I've had 2 dresses from them. 1st one is lovely, sizing was good, delivery fine. 2nd one, they sent the wrong colour (their descriptions are blue flower and blue floral, so not entirely surprised), but when I tried to exchange, discovered they don't do exchanges, just returns, so I would have to re-buy the correct dress. Furthermore, they require a label to be printed, and I have no access to a printer (other companies do QR codes which is a much better idea) and the order comes up showing as 2 sizes smaller than I'd ordered, so I'm wondering if they'll query that if I send it back. All in all, an unsatisfactory experience.
9 oktober 2025
Review zonder uitnodiging
Antwoord van Finery
Thanks for your leaving a review with us, we’re glad you loved your first dress! We're sorry to hear about the mix-up with your second order and understand the frustration.
Currently, we don’t offer direct exchanges, but we do appreciate your suggestion about QR code returns and are looking into improvements. Please be assured a customer service advisor is currently in contact with you via email.
Thanks again for your feedback we hope to serve you better next time.
Finery CS
£7.45 Charge for Finery’s Sizing Mistake
I ordered a single dress from Finery but was very disappointed with both the product and the returns process. The dress was labelled as a size 12 but was oversized and much larger than a standard size 12, so I had no choice but to return it.
What frustrated me most was the lack of transparency about returns costs. I understood that the return would cost £3.50, but after sending the dress back I ended up £7.45 out of pocket once the initial delivery charge was withheld. This is not mentioned on the website
Buying clothing online is always a risk, and I always check a retailer’s returns policy before ordering. If I had known the true cost of returning, I would not have placed the order in the first place.
I feel misled by the way Finery presents its returns policy and won’t be ordering again. Shoppers should be aware that returning items can be more expensive than expected.
19 september 2025
Review zonder uitnodiging
Antwoord van Finery
Hi Elisa,
We are sorry to hear about this issue.
Could you please send us further information at care@finerylondon.com. We will be able to assist you on the matter further.
Please put Trustpilot Review in the subject of your email.
Once we have more information, we will be able to assist further.
CS Team
Inflexible returns policy
I had a family crisis which meant I missed the return window but the items are still for sale at the same price and they still will not take the return. So disappointed
1 september 2025
Review zonder uitnodiging
Antwoord van Finery
Hi Kathryn,
Thank you for your review.
I'm sorry to hear the issue with your return. I have looked into this order and the emails between yourself and our customer service agent. I can see that a response was provided to your initial email giving your further information and assistance on this.
Should you need further assistance, please do not hesitate to contact us at
care@finerylondon.com
Finery CS
Be aware of postage
Be aware of postage, return and restocking charges. Ordered 3 tops which were huge - returned for smaller size. Total postage costs £15.95. Emailed to query and was advised return fee of £3.95 and restocking fee of £3.50. This is not in T'C's and they couldn't show me where to find it - just kept telling me it was a new restocking fee and they were closing my case. Shocking customer service and a costly mistake - wont be buying from Finery again
21 augustus 2025
Review zonder uitnodiging
Antwoord van Finery
Hi Laura,
We're truly sorry to hear about your recent experience and the frustration it has caused. We sincerely apologize for any inconvenience regarding the return and handling fees.
At Finery, we aim to be as transparent as possible with our policies, and we understand how disappointing unexpected charges can be. Our returns policy, including information on return postage and applicable restocking fees, is available on our website here: https://www.finerylondon.com/pages/returns. We appreciate your feedback and will be reviewing how we communicate this information to ensure it is even clearer for our customers.
We're very sorry you felt let down by the service you received this is certainly not the experience we want for any of our customers. Your feedback has been passed on to the relevant team, and we hope you'll consider giving us another chance in the future.
Finery CS
They dont value their customers
Clothes are generally lovely and good value. Customer service is shocking. No response to emails, the phone line is constantly on 'try again later' and have been waiting for a refund for now 9 days after they received my goods back. I will not be shopping here again because this is a measure of how they view their customers.
*And please note generic response from Finery that hasn't even reflected my concern.
* Please note second response asking me to email when they haven't yet replied to my two previous emails or my Facebook Messenger!
20 augustus 2025
Review zonder uitnodiging
Antwoord van Finery
Hi Emma,
Thank you for your response.
Please email us at care@finerylondon.com so we can assist you further in this matter.
Thank you for your cooperation.
Finery CS
Cancelled Priority Delivery. Poor customer services
I ordered some dresses as I have a party at the weekend and arranged priority delivery to a collection point but DPD have advised they were unable to deliver to the collection point yesterday and Finery have requested the parcel be returned to them. No communication about the delivery from Finery. First time buying from them and hugely disappointed. No customer services over the weekend to contact. I would avoid in future. Very poor customer services.
16 augustus 2025
Review zonder uitnodiging
Antwoord van Finery
Hi,
Thank you for your review.
We are sorry to hear about the delay in your order.
Could you please send us further information at care@finerylondon.com.
Please put Trustpilot Review in the subject of your email.
Once we have more information, we will be able to assist further.
Finery CS
Help me money
16 augustus 2025
Review zonder uitnodiging
Antwoord van Finery
Hi Gasper,
Thank you for your review.
Could you please send us further information at care@finerylondon.com
Please put Trustpilot Review in the subject of your email.
Once we have more information, we will be able to assist further.
Finery CS
Lengthy Returns & a £3.50 Returns Processing Fee.
I purchased a skirt that was reduced. The item was certainly well tailored. I did not keep the item, since the waist was a little too tight - a bigger size, then the hip would be slightly loose. The small, single item was actually collected by Royal Mail from a post office on 1 August. The last notification received from Finery was 6 August, stating the item had been received by Finery and the refund would be within 10 days. I'm surprised a single item takes so long to process and refund. From Royal Mail collecting my drop-off on 1 August to today, 14 August, that's already 2 weeks. It's still another 2 days to wait within Finery's return policy. If I receive the refund tomorrow, then the entire return process is 14 days, 15 days will be Friday and 16 days will be Saturday and so on. To add, having paid £3.95 for DPD delivery, the return handling policy is also £3.50? It's a costly and lengthy affair and one I shall avoid in the future.
30 juli 2025
Review zonder uitnodiging
Antwoord van Finery
Hi Shar,
Thank you for your review.
I do apologize for the delay and inconvenience on your return.
Please note, we do advise customers to allow 10 working days for their returns to be processed. This information is visible on our website for customers to view before purchasing.
We strive to be transparent about all fees and charges; and try to offer fair and competitive pricing, but we understand that perceptions can vary.
We hope to have the opportunity to serve you better in the future and regain your trust. Thank you for your understanding and for taking the time to share your feedback with us.
Finery CS
sent me worn dress and refused to refund me
in my order, a red dress was worn with strong perfume smell. i returned the order. they refused to refund me that red dress because it is not a saleable condition. that was the exact condition when i received the dress.
big mistakes on my part to place an order with them.
24 juli 2025
Review zonder uitnodiging
Antwoord van Finery
Hi Alice,
Thank you for your review.
I'm sorry to hear about this issue. I have looked into this order and the emails between you and our customer service agent. I can see that a response was provided to your initial email clarifying the situation.
Should you need further assistance, please do not hesitate to contact us at care@finerylondon.com
Finery CS
Extra charges !!
I ordered 3 dresses which I had to return , I understood I was responsible for return postage and would have £3.50 deducted from the refund -fair enough but when I received the refund ( which did take longer than average) it was more than £7 .After enquiring this I was told the extra was for ‘handling’ yet there was no mention of this in their terms . Future customers be aware , doubt if I’ll buy from them again.
4 augustus 2025
Review zonder uitnodiging
Antwoord van Finery
Hi,
Thank you for your review.
I apologize that your refund was not what you expected.
We’ve recently introduced a £3.50 handling fee on UK returns, in addition to the return postage cost. Returns have both environmental and operational impacts including transportation emissions and the time our warehouse team spends carefully checking, processing, and repackaging each item.
https://www.finerylondon.com/pages/returns
While we continue to cover the majority of these costs, introducing a small handling fee helps us manage returns more sustain.
We appreciate your understanding, and we’re always here if you have any further questions.
Finery CS
Poor customer service and I don't agree with the returns fee
Dress was ok but didn't fit well so I had to return it. I quite understand not being refunded the p&p but do not agree the additional £3.50 handling charge. They state this is for environmental impact reasons as well as the cost of repackaging the item. Well as an online business there is an environmental cost in sending the item out in the first place, which doesn't seem to be an issue. Plus as a clothes business, they should be prepared to absorb the cost of repressing items for the next customer as standard.
Also they don't answer their phones. Just leave you holding for 15 minutes then an automated voice says "I'm sorry there is no one available to take your call, please try later" and then the line goes dead. I tried ringing several times and never spoke to someone.
4 augustus 2025
Review zonder uitnodiging
Antwoord van Finery
Hi Charlotte,
Thank you for your review.
We deeply apologize for any inconvenience caused. We understand your frustration regarding the issue with our returns policy. While we strive to uphold our policies, we also aim to provide exceptional customer service.
We’ve recently introduced a £3.50 handling fee on UK returns, in addition to the return postage cost. Returns have both environmental and operational impacts including transportation emissions and the time our warehouse team spends carefully checking, processing, and repackaging each item.
While we continue to cover the majority of these costs, introducing a small handling fee helps us manage returns more sustain.
We hope to have the opportunity to serve you better in the future and regain your trust. Thank you for your understanding and for taking the time to share your feedback with us.
Finery CS
I ordered 2 dresses from Finnery one…
I ordered 2 dresses from Finnery one size 12 one size 14 both £39 each £78 in total
Unfortunately I had to return both of them as they didn't fit me.
I should have received a refund of £78 but I had £7.74 taken from my refund for postage and handling so I was told. I could perhaps except the postage but I've never heard of a handling charge before. I won't be shopping at Finnery again out of principle really
29 juli 2025
Review zonder uitnodiging
Antwoord van Finery
Hi Maureen,
Thank you for your review. We’re sorry the dresses didn’t work out.
We’ve recently introduced a £3.50 handling fee on UK returns, alongside the return postage cost. Returns have both environmental and operational impacts from transport emissions to careful checking and repackaging by our warehouse team.
While we continue to cover most of these costs, this small fee helps us manage returns more sustainably and keep our prices fair for everyone.
Thank you for understanding.
Finery CS
Mixed bag
I’ve ordered from Finery several times, mixed bag really. Some really lovely things and some others where I was disappointed. I’m waiting now for a delivery but frustrated that I paid extra for next day delivery and it hasn’t been delivered and now I suspect it will be delivered on Monday probably after I’ve left, so a waste of money. Ordering from M&S is free so if it’s new things it’s better to order from them. I had a discount but with postage and not arriving in time, M&S would have been better. Nice size range and I think the things are nice quality.
19 juli 2025
Review zonder uitnodiging
Too much hassle from a dress that looked nothing like its picture …
The dress when received looked nothing like the picture.
Not only that, when I received the delivered dress the box had a big rip in it so that was not a good first impression.
The returns process was not easy and I got the impression they tried to make it as hard as possible so you gave up. Took over 5 attempts to get the return to work!
It took even longer to get my money back. Payment left my account straightaway but I had to wait 2 weeks to get my money back.
I so liked the dresses on this website but I’ll never order from Finery again.Avoid it’s too much hassle
17 juli 2025
Review zonder uitnodiging
Antwoord van Finery
Hello,
Thank you for your review.
We deeply apologize for any inconvenience caused. We understand your frustration regarding the issue with your order. While we strive to uphold our policies, we also aim to provide exceptional customer service.
While we strive to uphold our policies, we also value customer feedback and are continuously working to improve our processes. Your feedback is invaluable to us, and we appreciate you bringing this matter to our attention.
Please note, we advise customers to allow 10 working days for their returns to be processed.
We hope to have the opportunity to serve you better in the future and regain your trust. Thank you for your understanding and for taking the time to share your feedback with us.
Finery CS
Don't purchase anything from this company
Mrs Cook here I returned a dress that was too big to Finery in London on Monday for a refund of £24-50 by our local Royal Mail, nobody has been in touch to let me know that they've received it or not.Im a 74year old state pensioner and can't afford to lose this money. The order number is #FN218409 Aurena Navy Polka Dot Cotton Midi Sundress size 20. The bar code number for proof of posting is OT179651706GB. Hope you can help with this Trust pilot. I have emailed but no reply.
30 juni 2025
Review zonder uitnodiging
Antwoord van Finery
Hi Mrs Cook,
Thank you for your review and I do apologize for the inconvenience.
We do state to allow 10 working days for refunds to be processed once received in our distribution centre.
I can confirm that this was delivered to us on 03-07-2025.
If you have not received any confirmation of your return by the 10th working day since we received your returns, please give us an email at care@finerylondon.com.
Thank you for your patience and understanding.
Finery CS
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