Poor quality, and horrifying returns process
Ordered 1 dress as a trial for our bridal party - it was poorly shapen and did not resemble the image on the website. Also an awful smell accompanying it. Then onto the really fun part - trying to return the order. The process is entirely manual, we had to email their support address stating we wanted to return it and request the details for return. The response (after 3 days) was a thinly-veiled attempt at intimidating us into taking a £16 'compensation fee' instead of returning it, for a £100+ order. After further emails, and another 48hr+ wait at the end after confirming we want to return it, we finally got the return instructions which we could use to return the item. In this email, there were lovely phrases used such as "we suggest you think twice (about returning)" & "if you insist on returning..". In my opinion, the intent is clearly that their convoluted & intentionally-difficult returns process will make customers simply write off the purchase, or take the paltry "compensation fee" instead. This doesn't even mention the matching ties we also bought, which were among the worst quality I've seen, which are 'final sales' and can't be returned.