Alice is an extremely helpful member of staff at Club L London. My issue was resolved within a matter of minutes, and the guidance she provided was fantastic. She made the whole process so quick and e... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I’m 5’7”, 179 lbs, with an athletic build, and this dress fits stunningly! It’s form-fitting without feeling restrictive, so there’s still plenty of room to breathe. Added a pair of heels, and the len... See more
Company replied
Neisha Beth and Alice were extremely helpful all the way and sorted out a tricky return for me as royal mail lost the package Thank you all very much for saving me so much time and effort Will d... See more
Company replied
I’ve always been happy with my purchases from Club L London. The quality of the clothes is really good, and the fabric feels lovely and comfortable against the skin. Everything looks well made, fits b... See more
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Company details
About Club L London
Written by the company
Shop With Confidence For Every Occasion
Club L London is the next-generation online fashion retailer specialising in accessible luxury and unique designs of unrivalled quality to flatter figures of forward-thinking women worldwide. From prom to occasion, am to pm, maternity, bridal and more, we deliver an engaging customer experience across 9 dedicated websites and apps to connect our global community with new and exciting collections dropping each week.
![](https://cdn.trustpilot.net/consumersite-businessunitimages/5c484c998f42e10001378a59/profile-description/tp2.jpg?v=1786351440")
Quality Customer Care
Your satisfaction is our top priority, and we have expert advisors delivering amazing customer service across email, messenger and socials; ensuring your queries, concerns and opinions are heard. The team aim to respond within 24 hours, but we appreciate your patience during busier trading periods. We also have a digital assistant available on-site 24/7, always happy to assist you.
![](https://cdn.trustpilot.net/consumersite-businessunitimages/5c484c998f42e10001378a59/profile-description/TP1.jpg?v=1786351441")
International Delivery
We provide a variety of standard, express and tailored delivery services globally, as well as order tracking to make your shopping experience effortless. UK girls can also subscribe to our Premier Delivery service and get unlimited orders with next-day delivery for just £14.99 annually! *Excluded postcodes apply. ![](https://cdn.trustpilot.net/consumersite-businessunitimages/5c484c998f42e10001378a59/profile-description/tp3.jpg?v=1786351441")
Let’s Stay In Touch
Sign up to emails, download our app and follow Club L London on Instagram, TikTok, YouTube, Facebook and LinkedIn to stay in the know about the must-see trends, our latest drops and exclusive offers. SHOP NEW IN SHOP DRESSES SHOP MATERNITY SHOP BRIDAL CONTACT USClub L London
Written by the company
- Here to help…
- Need a little style advice or some need extra help with your order? We’re here to help! Get in touch with our customer services team via Contact Page on-site and we’ll be happy to help.
- For Your Daily Dose Of Glam
- Find out first, get exclusive sneak peeks, offers and more by following us on Instagram @clubllondon or download the Club L App.
- Payment Made Easy
- Buy it now, pay later with Klarna and Clearpay
Contact info
United Kingdom
- care@clubllondon.com
- clubllondon.com
4.6
Excellent
28K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 98% of negative reviews
Typically replies within 24 hours
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See how their reviews and ratings are sourced, scored, and moderated.
Great Customer Support
UPDATED - Despite what everyone is claiming, their actual customer support has been extremely helpful and prompt with their responses. They have been very understanding and willing to offer whatever help they can to resolve my issue. If you are experiencing any barriers with your orders don't even try going through the AIbot, I suggest going directly through their email support.
I wanted (and still want) so badly to love this company because I've heard great things about their clothing. Sadly, I am experiencing the terrible AI customer support that I have just been reading about. I ordered my baby shower dress 2 weeks ago with hopes that it would be here before this weekend. I think ordering 3 weeks in advance is enough time...well it's not if the shipping company loses part of your package and neither them nor Club London notifies you so you're just waiting around thinking it's taking long because it's the weekend only to reach out and be told it's lost. They kindly offered a 10% coupon and refund on shipping, which is great, but not for a first time customer who desperately needs the item before their baby shower. So now, I have a 100$ top without the matching bottom but 10% to still shop there and then they said I was still expected to pay the return shipping cost. I'll update once I hear back from an actual person, which after reading these comments I'm worried I won't. For now, only order months in advance and have back up options. Good luck
8 August 2026
Unprompted review
Reply from Club L London
Hi,
We’re really sorry to see your review, especially as you were so excited to wear your outfit for such an important occasion.
I completely understand how disappointing it must be to have planned ahead and then find out that part of your parcel has unfortunately gone missing in transit. We’re also sorry that you weren’t kept informed sooner and that this left you waiting and unsure of what was happening.
I’ve reached out to you personally so I can help you directly. I’ll do everything I can to make sure you’re supported and that we find the best possible resolution for you.
We genuinely want your first experience with Club L London to be a positive one, and I’m very sorry that we have fallen short of that so far.
Kind regards,
Shannon
Club L London
ordered 2 dresses and they didn’t tell…
ordered 2 dresses and they didn’t tell me till after 3 days after i ordered them they were out of stock…
7 August 2026
Unprompted review
Reply from Club L London
Hi,
We’re really sorry to hear that your two dresses were cancelled after you had already placed your order.
Unfortunately, during periods of particularly high demand, stock can sometimes sell through at the same time as orders are being placed, meaning our stock availability does not always update immediately. We completely understand how disappointing it is to only be informed a few days later, and we’re sorry for the frustration this caused.
We’ve requested some further information from you via your Trustpilot review so we can locate your order and look into this personally.
We genuinely want to make sure our customers have a smooth experience, and we hope we can have the opportunity to help further.
Kind regards,
Shannon
Club L London
Really kind and helpful
10 August 2026
Unprompted review
Reply from Club L London
That's wonderful to hear! We're thrilled that you found our service kind and helpful. Your feedback truly brightens our day.
Nancy, Club L London - Customer Care Team
Dresses are amazing quality!
10 August 2026
Unprompted review
Reply from Club L London
That's wonderful to hear! We're thrilled that you love the quality of our dresses. Thank you for sharing your positive experience with us.
Nancy, Club L London - Customer Care Team
Very quick response from customer…
Very quick response from customer service and Alice was very helpful
10 August 2026
Unprompted review
Reply from Club L London
That's wonderful to hear! We're thrilled that Alice was able to assist you promptly and effectively. Thank you for sharing your positive experience with us.
Nancy, Club L London - Customer Care Team
Excellent customer service from Mia
Excellent customer service from Mia! She was so helpful, understanding and professional when I had an issue with my dress. She dealt with everything quickly and made the whole process really easy. Thank you so much, Mia, for your help and fantastic customer service! 💕
10 August 2026
Unprompted review
Reply from Club L London
What lovely news! We're thrilled to hear that Mia was able to assist you so effectively with your dress issue. It's wonderful to know she made the process smooth and easy for you. Thank you for sharing your experience with us.
Kind regards,
Nancy, Club L London - Customer Care Team
They exceeded my expectations and…
They exceeded my expectations and helped make the ordering process for a dress I needed quickly seamless. Very thoughtful company and they care about their customers!! Will be ordering again :)
10 August 2026
Unprompted review
Reply from Club L London
That's wonderful to hear! We're thrilled that your experience with ordering the dress was seamless and met your expectations. It's always our aim to provide thoughtful service, and we're delighted to know you'll be ordering from us again. Thank you for sharing your positive experience with us!
Kind regards,
Nancy, Club L London - Customer Care Team
Excellent Customer Service
I am very satisfied about the Customer Service quality of Club L London. I contacted them (on a Friday evening in August!) and received almost immediate response. Lauren was very helpful and provided a solution to my problem. Thanks a lot!
10 August 2026
Unprompted review
Reply from Club L London
What lovely news! We're thrilled to hear that Lauren was able to assist you promptly, even on a Friday evening. It's wonderful to know that you found our customer service to be excellent. Thank you for sharing your experience with us.
Kind regards,
Nancy, Club L London - Customer Care Team
Doris was very helpful to get me my…
Doris was very helpful to get me my faulty order settled and to get a replacement
10 August 2026
Unprompted review
Reply from Club L London
That's wonderful to hear! We're thrilled that Doris was able to assist you with your order and ensure you received a replacement. We appreciate you taking the time to share your experience.
Kind regards,
Nancy, Club L London - Customer Care Team
Great response and prompt resolution…
Great response and prompt resolution from Erin - nice to have great customer service from the outset!
10 August 2026
Unprompted review
Reply from Club L London
That's wonderful to hear! We're thrilled that Erin was able to provide you with such a great response and prompt resolution. It's always our aim to ensure you have a positive experience from the start. Thank you for sharing your feedback with us!
Nancy, Club L London - Customer Care Team
Erin
Erin, helped rectified the issues with an order i placed. I appreciate Erin for going above and beyond in solving the dilemma.
Again, thank you Erin, I really appreciate your assistance in the matter
10 August 2026
Unprompted review
Reply from Club L London
We’re absolutely delighted to hear that Erin was able to help resolve the issues with your order and went above and beyond to get everything sorted for you. We’ll be sure to pass your kind words on to Erin. She’ll be so pleased to know how much you appreciated her support. Thank you again for taking the time to share your experience. We really appreciate your support of Club L London.
Kind regards,
Nancy, Club L London - Customer Care Team
Issue resolved immediately
Chloe resolved the issue immediately having done very little work on my end. Thank you!!
9 August 2026
Unprompted review
Reply from Club L London
What lovely news! We're thrilled to hear that Chloe was able to resolve your issue so efficiently. Thank you for sharing your positive experience with us.
Nancy, Club L London - Customer Care Team
Doris is amazing at customer service
Doris is amazing at customer service. So quick and easy to get my issue sorted.
10 August 2026
Unprompted review
Reply from Club L London
That's wonderful to hear! We're thrilled that Doris was able to assist you so efficiently. Thank you for sharing your positive experience with us.
Nancy, Club L London - Customer Care Team
item arrived faulty had my shipping…
item arrived faulty had my shipping cost refunded straight away and customer service was excellent thank you
10 August 2026
Unprompted review
Reply from Club L London
That's wonderful to hear! We're so pleased that our team could assist you promptly and refund your shipping cost. Thank you for sharing your positive experience with us. We hope to serve you again soon.
Kind regards,
Nancy, Club L London - Customer Care Team
thank you!!
Thank you to Fiona for so quickly helping with my query about the order I wanted to return! Very friendly and helpful, couldn't ask for anything more :)
7 August 2026
Unprompted review
Reply from Club L London
That's wonderful to hear! We're thrilled that Fiona was able to assist you so promptly and effectively with your return query. We always aim to provide friendly and helpful service, and it's great to know we hit the mark for you.
Nancy, Club L London - Customer Care Team
Amy was great at the level of…
Amy was great at the level of communication when my parcel went missing
10 August 2026
Unprompted review
Reply from Club L London
What lovely news! We're thrilled to hear that Amy provided excellent communication when your parcel went missing. It's always our aim to ensure you feel supported and informed. Thank you for sharing your experience with us!
Nancy, Club L London - Customer Care Team
Chloe was amazing!
Chloe was super helpful with last minute amendments I needed with my order. Super fast and got the job done! Thanks Chloe!
10 August 2026
Unprompted review
Reply from Club L London
What lovely news! We're thrilled to hear that Chloe was able to assist you with your last-minute amendments so efficiently. It's always our goal to provide the best service possible, and we're glad Chloe could make that happen for you. Thank you for sharing your experience with us!
Kind regards,
Nancy, Club L London - Customer Care Team
Incredibly happy with customer care
I have felt incredibly happy with the support I have received from the customer care team. They have responded promptly to my emails, been clear in all their communication, and exceeded my expectations when resolving my issue.
10 August 2026
Unprompted review
Reply from Club L London
What lovely news! We're thrilled to hear that our customer care team was able to assist you promptly and clearly, exceeding your expectations. Your satisfaction is incredibly important to us, and it's wonderful to know we could provide the support you needed.
Kind regards,
Nancy, Club L London - Customer Care Team
Excellent customer service
Excellent customer service
I was really disappointed when I noticed significant pilling on my dress after wearing it only once to a wedding. I contacted Club L London with photos of the issue, and their customer service team was extremely helpful and professional throughout the whole process.
Ruth was very kind and quick to respond, investigated the issue, and acknowledged that the quality was below their usual standard. They processed a full refund for the dress, and I was able to keep the item rather than having to return it.
I really appreciate how fairly and efficiently my issue was handled. Even though I was disappointed with the quality of the dress, the customer service experience was excellent. Thank you, Ruth! 🤍
10 August 2026
Unprompted review
Reply from Club L London
What lovely news! We're thrilled to hear that Ruth was able to assist you so effectively and that your issue was resolved to your satisfaction. It's wonderful to know that, despite the disappointment with the dress, you had a positive experience with our customer service. Thank you for sharing your experience with us.
Kind regards,
Nancy, Club L London - Customer Care Team
Super quick and detailed response
Super quick and detailed response. Lovely customer service ❤️
Chloe was a delight to talk to
10 August 2026
Unprompted review
Reply from Club L London
What lovely news! We're thrilled to hear that Chloe provided you with such a delightful experience. Your kind words mean a lot to us, and we'll be sure to pass them along to her. Thank you for sharing your positive experience with us!
Nancy, Club L London - Customer Care Team
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