Founded in 2010, JJ's House is a leading global online retailer for wedding-related, prom, party, and occasion wear dresses. With over 2,000 different types of dresses in regular, petite, and plus sizes, we’ve got you wrapped up in silhouettes and styles to make you feel beautiful and make your big moments lasting memories. We offer various services to make your dress search easy: Color & Fabric Swatch for a small fee, Try-Before-You-Buy service, Custom Size option and Global Shipping services. In addition, JJ's House has been selected as the winner of 2021, 2024 and 2025 The Knot Best of Weddings, 2022, 2023, 2024 and 2025 Wedding Wire Couples' Choice Awards !
Reviewers had a great experience with this company. Customers are truly thrilled with the stunning dresses, regularly highlighting the gorgeous materials, professional craftsmanship, and remarkably fast shipping times that consistently exceed expectations. Many people frequently mention that the items arrive promptly and match the online pictures precisely, making special family celebrations completely stress-free.
Some reviewers were not happy with occasional delivery delays, missing tracking updates, or unexpected difficulties and hidden costs encountered during the return process. A few customers also noted receiving items with poor stitching, damaged packaging, or fabric colors that significantly differed from the website advertisements and photos.
The website states that my order has been completed when it has not arrived, and I haven’t heard anything from the company in weeks. I’m appalled as I have wasted over £100.
JJ's House 回复2026-04-12
Thank you for taking the time to leave us a review and your suggestions.
After checking, we confirmed that your order has been delivered on April 2nd. But we never received any emails from you about the order. We recommend that you contact our customer service team within 14 days of delivery if you encounter any issues with your order or our services.
Please use the appropriate channels on our website to address your concerns. We appreciate your understanding in this matter.
Incorrect Dress and Color / Partial Order Delivery
I ordered 2 dresses. After several weeks wait for delivery the shipping company SpeedX advised the address was invalid. That was absolute lie. 1 dress was delivered but it was a different dress and color. The company expected to only refund partial asking me to cover shipping and restocking fee. Absolutely not since they delivered incorrect product. And I have not received the second dress.
JJ's House 回复2026-04-12
Thank you for taking the time to leave us a review and your suggestions.
Unfortunately, we were unable to locate your order information. We recommend that you contact our customer service team within 14 days of delivery if you encounter any issues with your order or our services.
Please use the appropriate channels on our website to address your concerns. We appreciate your understanding in this matter.
I ordered 4 dresses to try on. One arrived which I returned within a week as required. The other 3 came a few weeks later. I also returned these within a week. I have today queried my refund. They are saying that I didn’t get permission to return so they won’t be refunding. I’m now £345 out of pocket. Please don’t use!!
JJ's House 回复2026-04-12
Dear Customer,
I hope you are having a great day. We have received your complaint, and we checked that you returned the items without applying a return or getting a return form on our website. But since we have received your returned parcel, please rest assured that we are committed to resolving the issue promptly.
Please check your email for further information, and if you have any additional questions, do not hesitate to reach out to us again.
Thank you for your understanding.
I ordered a number of dresses on the try before you buy. One wasn’t in stock but was due in a couple of weeks so had to pay full price for this. The remainder dresses arrived and I didn’t like the style of the smaller size in the dress that was delayed so I cancelled the order. The dress still wasn’t in stock and hadn’t been posted out. They would only issue me a £6 refund for the unused postage label! Emails to customer services went backwards and forwards with them offering me a 40% refund and then an 80% refund for a dress that wasn’t even in stock yet! I refused and in the end PayPal dealt with it and I got my full money back. Total scam company. Beware. Always pay by PayPal or you won’t get your full money back!
JJ's House 回复2026-04-12
Thank you for taking the time to leave us a review and your suggestions.
Unfortunately, we were unable to locate your order information. We recommend that you contact our customer service team within 14 days of delivery if you encounter any issues with your order or our services.
Please use the appropriate channels on our website to address your concerns. We appreciate your understanding in this matter.
Update: They offer me 30% off another purchase. Would not recommend. It will cost me $40 to have it tailored.
We ordered a custom size. The dress came in two inches too large. It was not at custom, it was off the shelf size 14. It is for an 11 year old and the bodice is so loose as to be immodest. Repeated conversations are obstructive citing “custom dresses are not returnable” I’m very disappointed, it’s a total loss .
JJ's House 回复2026-04-09
Dear customer,
Hope you have a nice day. We received your complaint and we are sorry to bring you all the unhappy experience.
However, we double-checked that the dress has been made according to the measurements you offered, so it is made correctly.
Given the uniqueness of and the cost of a personalized product, we have had your agreement that personalized items cannot be returned (quality issue is exempted) before you place the order. Here are more details: https://www.jjshouse.com/en/help/returns-refund
We believe you have noted this before you pay for the order.
Your understanding is much appreciated. Have a nice day.
I bought a Chiffon 2 peice trouser suit for my grandaughters wedding, Im a pensioner and selected from their 'final sale' page as Im watching the pennies.
The suit is navy blue and had an 3 cm unidentifieable white mark on the back, at the centre waist height, very visible. They say final sale items non returnable and point out there will be a slight imperfection! I have e mailed several times pointing out it is unwearable and maybe they should score 'imperfections'
1 - hardly visible, 2 - can be removed or 3 - just chuck it in the bin.
JJ's House 回复2026-04-06
Thank you for your feedback.
We are sorry to hear that you are not happy with the shopping experience with us. However, we did not find the order 423302795. Did you give us the correct order number? Please check the information and confirm with us.
You can reply here directly.
Thank you for your time. Hope to hear from you soon.
I have had many issues with this company. They sold me 4 dresses all of which arrived in different shades despite paying for the same shade and even style. I have then got absolutely nothing back from the company to resolve this. I then did a chargeback through my bank, and the company agreed to resolve it, agreeing this with Visa, my bank, and myself, however since the chargeback was closed they have cancelled the refunds they owed me and agreed to, after I also had to send the dresses back, and are now refusing to uphold the chargeback. If they offer a chargeback explain to your bank they will not honour this and leave it for them to resolve fully!! I now have no dresses and have lost the cost of all these dresses also!
Very disappointed.
JJ's House 回复2026-04-03
Thank you for taking the time to leave us a review and suggestions.
Unfortunately, we were unable to identify your order information. We suggest you contact our customer service on time (within 14 days of delivery) if our customers have any problems with their orders or services.
Please use the relevant channels on our website to resolve your concern. We thank you for your understanding in this matter.
Bot fills like your're talking to an agent it confirmed refund as long as returned within 14 days. So I purchased two dresses. NOT MADE TO MEASSURE just standard 12. Within THE FIRST WEEK I tried to cancell the order, which I found hard to do on the website. I emailed and was told I could only have a 80%. RED FLAG!!! VISA got involved and I got a full refund.
JJ's House 回复2026-04-02
Thank you for taking the time to leave us a review and suggestions.
Please understand that almost all items on our website are made from scratch, which might make our cancellation policy different. For more details, please refer to the cancellation policy stated on our wesbite:https://www.jjshouse.com/help/order-cancellation-policy
Thank you for your understanding.
Unfortunately, we were unable to identify your order information. We suggest you contact our customer service on time if our customers have any problems with their orders or services.
Please use the relevant channels on our website to resolve your concern. We thank you for your understanding in this matter.
I sent back the 4 dresses all in the same package, sealed properly. They are pretending they got only 3, so I supposedly kept 1 according to them.
They sent me an email informing me that they charged the full price of the dress on my credit card because of this. And that is in no way refundable. Absolutely dishonest from them.
I was intending to order 3 summer dresses, but they just lost a client.
Edit: answering to their answer. The postal office did not give me back a receipt with the weight indicated on it. I don’t have control over that, it’s just not how they proceeded. So i can’t give you the weight of the parcel.
That parcel was complete and sealed properly, so there are only 4 possible explanations:
1) Miscounted at the warehouse: please go count again, all 4 dresses were in the parcel. None of them fitted me.
2) Employee at the postal office unsealed it and stole 1 dress.
3) Employee at your warehouse misplaced or stole 1 dress.
4) This is a dishonest practice to make money.
In all cases, you have my order number. I ask you to cancel the payment you charged on my card (with no heads up, by the way.. just an email stating it’s already done).
We could have this conversation on the app, but i believe this needs to be done here so that people know what they are getting themselves into when they order from your company.
If you see this message is still here, it means i was not reimbursed for a product I didn’t purchase.
Regards
JJ's House 回复2026-03-31
Dear customer,
Hope you have a nice day. We received your complaint and we are sorry for the negative experience. We checked that only 3 try on dresses were returned. Could you please provide the return receipt with the parcel weight so we can double-check with our warehouse? Please be assured that we will solve the issue properly. Please check your email and if you have any further questions, please feel free to contact us again.
Thank you for your cooperation in advance. Hope to hear from you soon.
Terrible, they shipped the dress my wife ordered about a month after she ordered it, and it was the wrong size too. They stopped responded to emails likely thinking we're annoying for checking in when it hadn't been shipped and the "receive by" date was blown past.
JJ's House 回复2026-04-01
Thank you for taking the time to leave us a review and suggestions.
Unfortunately, we were unable to identify your order information. We suggest you contact our customer service on time if our customers have any problems with their orders or services.
Please use the relevant channels on our website to resolve your concern. We thank you for your understanding in this matter.
Based in AU and here's my experience:
- Placing an order was fine. Took them almost a month to dispatch my order but it was advertised on the website so I was prepared for it. Hence the one star rating.
- Waiting for the order of 2 dresses led to chaos. Only one tracking number was given and for days the tracking had no update. Then a courier suddenly dropped off a parcel with one of the dresses in it. Scrunched up in a cheap plastic bag, shoved into a tiny box only a bit bigger than 2 shoe boxes. That dress was AUD $590. Standard AU size 8 but the chest area was so tight it's designed for girls without breasts. Also came damaged - thread came out, black stain.
- Contacted customer service about where my second dress was and was told that the tracking number I was given (the one without update) would be for that dress. By then I was anxiously counting days before the return window would end.
- Waited another week before the second dress arrived. This dress costed me AUD $1230 but wow, the pink box it came in was completely destroyed. So torn and beaten up I could barely call it a box. The dress came with a hanger and fabric cover but overall, the dress' materials were cheaper than the $580 one and the shoulder area (made of lace) poked out, nowhere near the website's photos and was protruding worse than shoulder pads. The breast pads were shocking, sitting roughly 10cm from my shoulders so the pads could barely cover any breast. No push up bra can logically push anyone's breasts up to the shoulders, so I don't know what they were thinking when they sewn those thin white fabric onto the lace.
- Lodged a ticket for return yesterday and whilst I understood it was a Sunday, I was told that their team was based in SG so somebody will hopefully reply to me 'soon'. Not sure when soon is, but I only have 2 days before my return window closes.
I expected better return service than this. More than $1800 worth of defective dresses sitting at home and the ticket I lodged was simply labelled by their system as 'offline chat message'. No it wasn't! I clicked the 'return' button on my order page and uploaded photos with description of the defects via the app. The 'return' button on desktop browser doesn't even work.
No idea when my return request will be addressed but with the poor (lack of) service, I rather pay more at other retailers.
JJ's House 回复2026-03-31
Dear customer,
Hope you have a nice day. We received your complaint and we are sorry to bring you all the unhappy experience. Please be assured that we will solve the issue properly. Please check your email and if you have any further questions, please feel free to contact us again.
Thank you for your cooperation in advance. Hope to hear from you soon.
Shipped a men’s tie stuffed in a 4 inch by 4 inch brown envelope. Hopelessly wrinkled. Offered me a $2 discount in a re-order. Passed on that offer as they claim they have no idea how their packages are shipped, and wanted a photograph of the discarded package numerous days later.
JJ's House 回复2026-03-31
Dear customer,
Hope you have a nice day. We received your complaint and we are sorry to bring you all the unhappy experience. We checked that our customer service asked for a photo of the tie because we need to confirm the damage you mentioned so that we can forward it to our logistics department to make improvements in the future. Please be assured that we will solve the issue properly. Please check your email and if you have any further questions, please feel free to contact us again.
Thank you for your cooperation in advance.
The company justified that the amount they did not reimburse me was from the return shipment of $20.97, which is absurdly expensive. But they lied when they didn't inform us that we are obliged to pay a customs fee of $32.03. This should not be the responsibility of the customer but of the company that is exporting, they are passing on to the customer a cost that is theirs. A total fraud, I feel cheated, I lost $53.00 and I don't have any product. Dresses that have no quality at all. One of them looked more like a sweater than a dress.Don’t buy in this store NEVER
JJ's House 回复2026-03-31
Thank you for reaching out to us.
We appreciate your feedback and are sorry to hear that you're unsatisfied with your refund. Please understand that by using the discount, you didn't pay for the full price of the dresses and that's why the discount value will be deducted from the refund of the full item's value for return. As for the shipping fee, as per our policy, the shipping fee back and forth paid to the shipping company is not included in the refund.
For more details, please refer to the policy we stated on our website: https://www.jjshouse.com/help/returns-refund#faq_title_6
Your understanding will be appreciated. Have a nice day!
I bought 3 dresses on this site, they gave me a discount coupon and charged me a fortune for shipping. So far so good, but when I received the dresses, 1 was of terrible quality, it looked more like a nightgown, and the others were very heavy and extremely cheap, so I decided to return them. The company charged me an outrageous shipping fee and also deducted from my refund these shipping costs plus the coupon they had given me. Is it absurd to charge for a coupon given on the site? A real scam. In short, I ended up with a loss of $52 and without any dress. DO NOT BUY FROM THIS SITE.
JJ's House 回复2026-03-30
Thank you for reaching out to us.
We appreciate your feedback and are sorry to hear that you're unsatisfied with your refund. Please understand that by using the discount, you didn't pay for the full price of the dresses and that's why the discount value will be deducted from the refund of the full item's value for return. As for the shipping fee, as per our policy, the shipping fee back and forth paid to the shipping company is not included in the refund.
For more details, please refer to the policy we stated on our website: https://www.jjshouse.com/help/returns-refund#faq_title_6
Your understanding will be appreciated. Have a nice day!
I had a terrible experience from start to finish. First, my standard-size dresses took 23 days to arrive, shipped from Shanghai. During that time, I reached out multiple times via chat because the arrival date kept changing and was told they had “run out of lace,” which was incredibly frustrating given the lack of proactive communication (only 3 of 6 items were lace).
The return process was even worse. I attempted The ‘Happy Returns’ service numerous times over several days and it kept saying- “sorry, connection to Happy Returns service failed. Please try again later or try other shipping methods” which ultimately cost me $90 out of pocket to ship 4 items. According to the return policy, if you ship it yourself, the Happy Returns shipping fee should not be deducted—but it still was. And what’s worse two of the items the JJSHouse RMA return code listed an address that was in NJ and two items listed an address in KS. When I reached out *again* regarding the refund I was told the NJ address is not their address and I would not get refunded- literally from the Return Form PDF they generated in my ticket for these two items- unreal!
It took multiple chats, tickets, and emails just to receive a return code (not even a label), and I felt pressured to send everything back quickly to avoid missing the return window on nearly $800 worth of items. In the end, I didn’t even receive a full refund.
When I add up the cost of the dress I did keep, original shipping, return shipping, and the unexpected deductions and lack of refund, I ended up paying much more than I would have for a beautiful dress from a local New York boutique I had tried on.
Overall, this was a stressful and disappointing experience—especially as a bride. I would not recommend ordering from here. AVOID- if you plan to return anything!!! Additionally I tried to post this review on their site and they filtered it out- wouldn’t trust them or their responses.
In response to Jjshouse reply below-
Thank you for suggesting to- ‘contact our customer service on time if our customers have any problems with their orders or services. Please use the relevant channels on our website to resolve your concern.’ After my order in mid January I did contact customer service through your relevant channels on the website, we corresponded on 1/22, 2/5, 2/6, 2/7, 2/23, 2/24, 3/4, 3/5, 3/6, 3/7, and 3/8. There’s no need for you to verify my experience or try to do service recovery now that I’ve shared my honest experience.
My aim in writing my review is for others to avoid having to go through the disastrous experience I encountered, one that is similar to others’ experiences which are expressed here on Trustpilot. I also find it misleading that my 1 star review of items I purchased was left off your website and questions the authenticity of the reviews.
Again- AVOID Jjshouse if you think you may return things or don’t have 3 weeks to wait for the item to come in. Once you total the extra costs and customer service frustration-it’s just not worth the hassle!
JJ's House 回复2026-03-30
Thank you for taking the time to leave us a review and suggestions.
Unfortunately, we were unable to identify your order information. We suggest you contact our customer service on time if our customers have any problems with their orders or services.
Please use the relevant channels on our website to resolve your concern. We thank you for your understanding in this matter.
One of the worst experiences I’ve ever had with ordering try on dresses. Ordered 4 try on dresses and returned all of them the next day. I bought the size and style that I needed on the same day that I returned the 4 try on dresses. Once returned they sent an email saying that I only returned 3 dresses when I in fact returned all of them. They charged me for a dress because they failed to actually look at the order and count each dress in each package. The order form was placed in the return package as directed and because one of the dresses didn’t have a tag on them, they didn’t scan it in. There wasn’t a tag on the dress when we tried it on, we had to look at the inside tag to verify the size. Beware of ordering from this company, they will charge you due to their own employee negligence. On top of this, their customer service is terrible and we will never buy from this company again!
JJ's House 回复2026-03-25
Thank you for taking the time to leave us a review and suggestions.
Unfortunately, we were unable to identify your order information. We suggest you contact our customer service on time if our customers have any problems with their orders or services.
Please use the relevant channels on our website to resolve your concern. We thank you for your understanding in this matter.
Customer service keeps postponing the dispatch day so our daughter is unlikely to receive the flower girl dress before the wedding. They keep saying "have a nice day" in each message but not responding to my questions or concerns. Useless.
JJ's House 回复2026-03-23
Dear customer,
Hope you have a nice day. We received your complaint and we are sorry to bring you all the unhappy experience. Please be assured that we will solve the issue properly. Please check your email and if you have any further questions, please feel free to contact us again.
Thank you for your cooperation in advance. Hope to hear from you soon.
Scam company - tried a bridesmaid dress on in the London store, got sized up by them, ordered the exact dress in the same size from their email following the appointment which was the same style & size I tried on, and the measurements on the dress that's arrived are completely different. Disgusting customer services team who sent incredibly rude and aggressive messages when I asked how to initiate a refund - I wish I could post the screenshots of how they spoke to me! I also have been given to refund despite something obviously going wrong their end in the sizing between their sample sizes and what they are sending out for a delivery!
**Edit** following JJ's House's reply of their 14 day policy, which shows their disregard for UK law:
"How long do you have to return a faulty product?
The Consumer Rights Act gives you the legal right to either get a refund for goods that are of unsatisfactory quality, unfit for purpose or not as described, or get it repaired - depending on how long you've owned it:
0-30 days: You can claim a full refund for goods that are of unsatisfactory quality, unfit for purpose or not as described.
30 days-six months: You must give the retailer one opportunity to repair or replace it before you can claim a refund."
I have contacted you within an appropriate timeframe, unfortunately it doesn't matter than this is outside of your own company policy as your company policy falls outside the UK Consumer Rights Act.
I will be pursuing further action based on the above law.
And when you have 5 bridesmaids who you managed to get together on the same date for the first time to get measured at a PAID appointment with you in December, you would think that would mean we would receive the same size dresses from you that they have been sized up for, as unfortunately distributing 5 dresses across the country within 14 days to get the girls to try them on again to check JJs House hadn't scammed us wasn't possible. Hence why my bridesmaids have only just been able to get their dresses from me to try on.
Once again terrible customer relations, no acknowledgement in their of the different sizing by them or the actions of their rude customer service team! Avoid avoid avoid!!
JJ's House 回复2026-03-22
Dear customer,
Hope you have a nice day. We received your complaint and we are sorry to bring you all the unhappy experience.
We checked that your order was delivered on January 13th but you never contacted us until March. We are wondering if there is anything suspended you as normally our customer are encouraged to contact our service on time (within 14 days of delivery) if they have any problems with their orders or services.
Thank you for your cooperation in advance. Hope to hear from you soon.
I used the try before you buy service to try two styles I liked. They said shipping would take 3 to 5 days. On day five I got a notification that my package was damaged and had to be repackaged. That was 10 days ago and my package still has not moved since that day customer Support refused point blank to help me all they did was repeatedly say we are pre-sales help we are pre-sales help we are pre-sales help. When I contacted after sales it takes them two days to reply to every email every single time all they said was I have to wait for the ship I asked multiple times for them to re-ship the items because I needed them if I was to decide on which one was going to be my wedding dress. They refused to re-ship the samples after a week of constant fighting every single day. They finally agreed to give me a refund. The dresses are gone, there is no way I’m going to order the actual dress I wanted in the colour and custom size that I wanted, if they can’t even ship a sample dress without messing it up.
JJ's House 回复2026-03-22
Dear customer,
Hope you have a nice day. We received your complaint and we are sorry to bring you all the unhappy experience. 、
We checked and confirmed that your order has been delivered on March 20th. Please check your email and if you have any further questions, please feel free to contact us again.
Thank you for your cooperation in advance. Hope to hear from you soon.
Brought 3 ties that didn't suit description, paid £45 for the 3 ties yet if I want to return them I will only get £22 back, what an absolute scam, they get their stock back and I lose out on over half of the original cost! Was going to buy other things for our wedding but after this I absolutely will not be using them again, terrible policy, if anyone is thinking about purchasing don't bother trying to return anything as you'll lose out on over 50% of what you paid!
JJ's House 回复2026-03-19
Thank you for taking the time to leave us a review and suggestions.
We appreciate your feedback and are sorry to hear that you're unsatisfied with your refund. Please understand that, as per our policy, the shipping fee paid to the shipping company is not included in the refund.
For more details, please refer to the policy we stated on our website: https://www.jjshouse.com/help/returns-refund#faq_title_6
We checked that you still haven't returned the items to us. Please understand that if you need a refund, you will need to return the items on time.
We thank you for your understanding in this matter.
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