I ordered 4 pairs of shoes in March and still have not received my order. I have an email with a confirmation number for my order. I have tried to reach out to them via email but when I send the email... See more
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
See what reviewers are saying
Placed an order for sneakers I paid for and haven’t received anything.I was provided an email with an order number, but useless when there’s no customer service to go to being there customer support m... See more
Same issue as others….my daughter ordered 4 dresses for upcoming weddings a week ago, no confirmation email, can’t log into the site despite making an account. I’m cancelling her order after reading a... See more
Company replied
I ordered some shoes in April and still haven’t received my shoes and when i finally did hear from them they were talking about giving me my money back in credit only if I take down my review. Then th... See more
Company details
Contact info
Hong Kong,105-111 Thomson Road，Wan Chai., Hong Kong, China
- 13048875706
- business@cherley.com
- cherley.com
1.3
Bad
384 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 35% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
It said it would come in a week…
It said it would come in a week it came three weeks later, i am appalled with this service, i only got it now
16 January 2024
Unprompted review
Reply from Cherley
Dear Sally,
We apologize for any inconvenience caused by the delay in delivering your order. Could you give us your order info to investigate the case? Should you have any follow-up questions, please feel free to contact us at the email address below.
Faithfully,
Cherley Customer Complaint Team
complaint@cherley.com
Ordered a dress for a 21st Birthday
Ordered a dress for a 21st Birthday. It never arrived but I was sent a picture of the package going through somebody else's letter box. Tried to get help from Cherley. They refuse to accept it is their problem and want me to chase up with the courier. Asked for a refund but all I get is delay and obfuscation from Cherley.
3 January 2024
Unprompted review
Reply from Cherley
Update：
Thank you for giving us your order info. The order has been refunded.
Hello CLT,
We tried to identify your order ID via your username here to look into and take care of the issue but failed. Therefore could you please provide us with your order details, such as the order number and the email address used for the purchase? Or may we request you to email us at complaint@cherley.com? This will assist us in locating your specific order and initiating the necessary steps to resolve this issue to your satisfaction.
Looking forward to hearing from you.
Cherley Customer Complaint Team
complaint@cherley.com
The clothes shown and the clothes sold are not the same.
I ordered your dress through your website which I thought was very pretty so I ordered it.
But the dress I received was not at all like the sample shown. Not all the same
There is no back zipper, not in the sample picture.
The arms are very short. Not as long as in the example picture.
Poor quality sewing
The retention of details is very poor.
The color of the lining fabric is not the same as the color of the sample shown.
Nothing like the example you posted on your website. Very, very, very bad.
How do you get through sales like this? Have you checked the product quality before selling?
This is my Email
i have pictures or anything if you want
10 January 2024
Unprompted review
Reply from Cherley
Hello there,
We apologize for your dissatisfaction with the discrepancy of the item received. Please rest assured that orders are returnable and refundable -- you can reach out to us to sort it out.
For your convenience, our team member has used complaint@loragal.com to send you an email to start the process of resolving the issue. Please check your inbox. We hope to hear from you and that this issue is resolved ASAP.
Best Wishes,
Cherley Customer Complaint Team
complaint@cherley.com
Ripoff
Received my $40 knockoff dress. When I received it (in a small package) I knew I was doomed. The quality was “ok” as I was expecting much worse, but knew I couldn’t wear it because the stitching on the back was not aligned and it would be visible to anyone walking in back of me. TikTok please vet your advertisers because they are using legitimate sites and stealing their content. Shameful!
5 January 2024
Unprompted review
Reply from Cherley
Dear Vernie Renée Maier,
We apologize for your dissatisfaction with the quality of the item received. As we always go through quality inspection on our merchandise before shipment, the blame is on us if you feel dissatisfied in this regard. Please rest assured that orders are returnable and refundable -- you can reach out to us to sort it out.
For your convenience, our team member has sent you an email to start the process of resolving the issue. Please check your inbox. We hope to hear from you and that this issue is resolved ASAP.
Best Wishes,
Cherley Customer Complaint Team
complaint@cherley.com
I really wish I would have read the…
I really wish I would have read the reviews. Do not buy from this company. The quality is awful for the price I paid. It smells funny it’s just awful.does not look anything like the photo either.
28 December 2023
Unprompted review
Reply from Cherley
Hello there,
We apologize for your dissatisfaction with the quality of the item received. As we always go through quality inspection on our merchandise before shipment, the blame is on us if you feel dissatisfied in this regard. Please rest assured that orders are returnable and refundable --you can reach out to us to sort it out.
For your convenience, our team member has sent you an email to start the process of resolving the issue. Please check your inbox. We hope to hear from you and that this issue is resolved ASAP.
Best Wishes,
Could not cancel order
I attempted to cancel my order 2 hours after it was confirmed due to personal reasons, so i emailed them.
The answer came 2 days later with an ‘We are sorry but the item has been shipped so we cannot go through with the cancellation’, which is exactly why i had tried to cancel before it was shipped and they still shipped it (It was shipped 2 days after I had sent the email).
Now I am waiting for it to arrive (it hasn’t yet) so I can return it, and I’ve yet to have received the dress. I am waiting for it to arrive even if late to see how things will go, hopefully they answer.
19 December 2023
Unprompted review
Reply from Cherley
Dear Mika,
We are sorry for any inconvenience caused by the delay in responding to your email. Though we try our best to make a response within 24 hours of receiving it, the reply might be delayed in situations like overstock and day off. We hope you can understand.
Your order has been in transit to USPS. It is expected to be delivered on Dec. 29. We have sent you another email to give you more shipping details.
Best Regards,
Cherley Customer Complaint Team
complaint@cherley.com
Prompt and kind response
They were quick to reply and kind in their response. They helped with an order issue that most places would've told me it was too late to change.
20 December 2023
Unprompted review
They said they’d respond to emails in…
They said they’d respond to emails in 24 hours but i still haven’t gotten a response after a day. I need to cancel my order.
17 December 2023
Unprompted review
Reply from Cherley
Dear Abi Good,
We would like to clarify that our response time is one Business day. This means at weekends we can't respond as speedy as weekdays.
Additionally, your order has been canceled.
Should you have any follow-up questions, please feel free to contact us.
Faithfully,
Cherley customer complaint team
complaint@cherley.com
I had bad experience with this company…
I had bad experience with this company I did ordered a dress in September just arrived on 4th of December. Also the quality of dress was awful, as well as not described on the website there fore I wouldn’t recommend this website for shopping.
4 December 2023
Unprompted review
Reply from Cherley
Hello there,
We apologize for your dissatisfaction with the quality of the item received. We understand how frustrating it can be to receive a dress that didn't meet your expectations, especially after a long wait. We take customer feedback seriously and will review our turnover time and quality inspection.
For your convenience, our team member has sent you an email to start the process of resolving the issue. Please check your inbox. We hope to hear from you and that this issue is resolved ASAP.
Best Wishes,
Stolen designs and photos
These dresses are directly taken from house of CB- they are exact copies and come in significantly worse quality- the images are identical to that of House of CB so they don’t even try to remodel the dresses before ripping of the images.
7 December 2023
Unprompted review
Reply from Cherley
Dear Mel,
The products and images displayed on our website are provided by our supplier. We are committed to ensuring the authenticity and adherence to legal requirements in our product offerings. In this case, we are in the process of investigating the incident and will provide prompt feedback to the supplier for verification.
We greatly appreciate your vigilance and bringing this matter to our attention. We take your feedback very seriously. As an honest seller, we value and respect all intellectual property rights. We were wondering if you could provide us with a picture of the product you are talking about. This will help us locate the SKU quicker and initiate the necessary steps to resolve this problem ASAP.
We can be contacted at the email below. We look forward to hearing back from you.
Cherley Customer Complaint Team
complaint@cherley.com
Great customer service
Great customer service! Changed the size on my order right away when I emailed them that I had accidentally ordered the wrong size.
7 December 2023
Unprompted review
Fits like a glove
Dress came a little bit later than expected but it was just wonderful. It fitted me like a glove I was in shock
16 October 2023
Unprompted review
Terrible
I ordered two dresses from cherley on 25.9.2023. I received one of the dresses late. This dress is of terrible quality. I have not yet received the other dress. I have not received a reply to my request for a returns label.
I paid €100 for the two dresses and have not received the money. Furthermore, I cannot return the dress.
25 September 2023
Unprompted review
Reply from Cherley
Dear Emel,
We apologize for any inconvenience caused by the delay in shipping your second item. However, we would like to clarify that we clear our inbox every day, which means you will receive a response within 24 hours at the latest. If you have not heard back from us, it might be because your email didn't get through.
Our team member will reach out to you via complaint@cherley.com to deal with the return and the item not received. We also suggest you try to contact this email address if you need assistance yet feel like the support team didn't help much.
Cherley Customer Complaint Team
complaint@cherley.com
Please avoid buying from this company at all costs.
I bought $180 USD on 6 items of clothes. When they arrived they weren’t only late but terrible chinese quality, worse than shein. Materials of the clothes are disgustingly rough, the threads are coming off, sizes are off… you name it.
NOT worth a single penny. The best part was trying to do the returns. They make you email them to get instructions, then they ask you to take pics of the items… then they tell you they can only refund you 48% of the total on store credit or 30% on the card and you can keep the clothes…. Nowhere in their website is this explained, my bad for trusting them.
It is shameful, disrespectful and a total scam.
1 November 2023
Unprompted review
Reply from Cherley
Dear Virginia Campo,
And we would like to clarify that we offer a partial refund as a gesture of goodwill to customers who may find the return not practical. However, we do also offer full refunds after customers return the product.
Now you have been given the return address and return form, kindly give us the tracking number, we will refund you the money after the package is delivered.
Cherley Customer Complaint Team
complaint@cherley.com
Perfect
I ordered two dresses and the experience was perfect!
The first dress suits me very well. The second one didn't suit my body type. But the two dresses were identical to the photos on the site, the materials and colors are the same in real life. For the second dress, customer service was very responsive and found a quick solution for the return even though I live in France (especially since it is not their fault if my body shape did not suit the dress). I 100% recommend this site!
1 November 2023
Unprompted review
Horrible
Horrible, I placed few orders never got them, they said they were having issues with the order and will be dispatched soon. Never got them emailed them and o asked for my money back, I still haven’t got my money so I had to call my bank and dispute it all.
9 September 2023
Unprompted review
Reply from Cherley
Dear Johanna N.,
Thank you for bringing this issue to our attention.
We sincerely apologize for the inconvenience you have experienced with your orders and the delay in refunding your money. We understand how frustrating this must be for you and we assure you that we are taking this matter seriously.
Please be assured that we are investigating the situation and working diligently to resolve it. We have addressed the issue with our team and have taken the necessary steps to expedite the refund you had waited for.
Once again, we deeply regret the inconvenience caused and appreciate your patience. We value your business and hope to have an opportunity to serve you better in the future.
Best regards,
Cherley Customer Complaint Team
complaint@cheley.com
Customer Service
Ordered a gorgeous looking dress but then read the reviews and realised it would not arrive until after my event. Emailed Customer Services and explained the situation. They refunded me within 5 days. I received a very good service. Cannot comment on delivery or quality but Customer Service was excellent.
18 October 2023
Unprompted review
The worst customer service for returns!
I bought two dresses and wanted to return one because I just didn’t like the way it looked. I emailed them to initiate a return and they emailed me back asking for pictures of the dress and reasons why I wanted to return it. I read all these reviews after I received the dresses but regret not doing it before. I insisted on a refund and finally they offered me the dumbest thing. I’d have to pay the shipping cost and they would refund me 30% of the dress and give me a code for 20% off my next purchase! Unfortunately, they’ll continue making money because a lot of people don’t read reviews before buying. But this is exactly why I’ll stick to good online shops such as Lulu’s, that are always reliable. Thankfully, their stuff is low quality and cheap so didn’t lose a lot of money.
17 October 2023
Unprompted review
Reply from Cherley
Dear Carolina,
Thank you for bringing your concerns to our attention regarding your recent purchase and return experience. We apologize for any inconvenience or dissatisfaction caused.
We understand that you were not pleased with the dress you purchased and wished to return it. Our policy requires customers to provide images and reasons for returns to ensure a smooth process and determine the appropriate resolution. We apologize if this caused any inconvenience.
We regret to hear that you were unhappy with the resolution offered. Our team strives to find the best possible solution for our customers, balancing the need for customer satisfaction and the practicalities of running a business.
We appreciate your feedback regarding the shipping cost and the refund percentage. We will take your feedback into consideration when reviewing our return policy for future improvements and would like to kindly request that you offer the order to initiate a thorough investigation into the case.
Best regards,
Cherley Customer Complaint Team
complaint@cherley.com
Ordered some clothes today and…
Ordered some clothes today and immediately changed my mind due to personal reasons. I messaged them less than 20 mins after placing the order to cancel the order and issue a refund before the items get dispatched. Still haven't received a response.
I emailed their complaint and support accounts and their instagram account.
Wish I'd read these reviews before placing the order. Hopefully this doesn't get further escalated.
13 October 2023
Unprompted review
Reply from Cherley
Dear customer,
The time frame of our responding to customer's emails ranges from 1 hour and 24 hours. This means we sometimes can't respond to you immediately. But please rest assured that we will respond to your email and cancel your order within 24 hours at the latest.
Cherley Customer Complaint Team
complaint@cherley.com
The worst page that exists
The worst page that exists. The dresses are not like in the photos. No full refund (not even 50%) cheap fabrics with poor sewing
28 September 2023
Unprompted review
Reply from Cherley
Dear Daniela,
We are sorry to learn that the item fell short of your expectations. And we would like to clarify that we offer a partial refund as a gesture of goodwill to customers who may find the return not practical. However, we do also offer full refunds after customers return the product.
We found that you already chose to return the item. For your convenience, our team member has sent you an email to proceed with resolving the issue. Please check your inbox. We hope to hear from you and that this issue is resolved ASAP.
Best Wishes,
Customer Complaint Team
complaint@cherley.com
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.