I cannot fault the service I received. Easy ordering and quick delivery, the beautiful skirt I purchased is of the most fantastic quality and fits like a dream. Would buy again 👏🏼
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I had to find that my returns were NOT refunded over a month after returning them. I contacted the company only to get a brief apology. Be careful with your returns check they have refunded you. Other... See more
8theryrs cardigan ordered17th march Returned same day - too small! No relatives - housebound- dependent on line for food/ clothing/sundries Thankfully compus mentus!! No refund so far -- s... See more
Company replied
I can't get enough of Kitri - the prints, cuts and fabrics excite me every season. I have bought many things over the years and have never experienced any of the issues raised in other reviews. It... See more
Company replied
Company details
Written by the company
Hi there! We’re KITRI, an independent fashion brand by a small team of creatives in London. Founded in 2017 by Haeni Kim, KITRI was borne from the frustration of not being able to find hard-working, well-made hero pieces that didn’t break the bank. A digitally focused direct-to-consumer brand, we produce all our styles in strictly limited quantities offering a fresh fashion collection every month without overproducing and contributing to waste. Plus, our limited quantities ensure you won’t bump into the same outfit on the street. Win, win!
Contact info
Unit 34A Regent Studios, 8 Andrews Road, E8 4QN, London, United Kingdom
- help@kitristudio.com
- kitristudio.com
3.0
Average
99 reviews
Replied to 60% of negative reviews
Typically replies within 2 weeks
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Very simple, efficient and straightforward from beginning to end
Efficiency, speed and straightforward.
25 March 2026
Unprompted review
I had to find that my returns were NOT…
I had to find that my returns were NOT refunded over a month after returning them. I contacted the company only to get a brief apology. Be careful with your returns check they have refunded you. Otherwise you will lose the money. Not good !
11 March 2026
Unprompted review
Gorgeous quality item
I cannot fault the service I received. Easy ordering and quick delivery, the beautiful skirt I purchased is of the most fantastic quality and fits like a dream. Would buy again 👏🏼
17 April 2026
Unprompted review
NO REFUND
Absolutely disgraceful have not received my refund after emailing them multiple times.
9 April 2026
Unprompted review
Been 3 weeks and still waiting for my…
Been 3 weeks and still waiting for my refund, despite confirmation of its return.
23 March 2026
Unprompted review
Awful quality
Awful quality, so so poor for the price and even worse, still waiting for a refund of £280 when they accepted the return on 16/3/26 and now its 13/4/26!!
13 March 2026
Unprompted review
88yrs cardigan ordered17th march
8theryrs cardigan ordered17th march
Returned same day - too small!
No relatives - housebound- dependent on line for food/ clothing/sundries
Thankfully compus mentus!!
No refund so far -- sent 2 texts ! - no reply! Sent 3 telephone calls to 3
Error on my part! I sent 2 E - MAILS. to customer services indicated on website
Made 2 telephone calls to the numbers given for KITRI refunds and received a confirmation by e- mail from Pay Pal telling me that they had sent my resolution to Kitri -- so sorry if I misled !!!!!!!! Edit to 0 stars!!
Now wish to give 0 stars to this company
different numbers ---gained on line!
All numbers -- not recognised!!
Frustrated and missing over £100
Had to resort to a resolution from Pay
- Pal who have been my best friends. Please don't buy from this company!!!
9 April 2026
Unprompted review
Reply from KITRI Studio
Dear Hazel,
We’re really sorry to read how frustrating this has been for you, and we do understand your concerns.
We can confirm that your refund has been processed in line with our returns policy. We also wanted to clarify that we don’t offer customer service via phone or text, so we’re sorry for any confusion there. In addition, we haven’t received any PayPal dispute relating to this order.
That said, we do really appreciate your feedback and will do our best to improve our service going forward.
Thank you again for your patience, and we’re sorry for any inconvenience caused.
Kind regards,
Team KITRI
It’s been 1 week now since I last heard…
It’s been 1 week now since I last heard back after I reached out about not receiving my parcel. They emailed back giving two options - and since I emailed saying I wanted a refund I’ve not had a reply, I’ve chased 3 times this week but nothing. Given they are supposed to offer a good quality product the quality of service is very poor.
19 March 2026
Unprompted review
I would be wary about ordering from…
I would be wary about ordering from here if you suspect you may have to return something. As with other reviews, it’s been over 14 working days now and I have still yet to review my refund….
20 March 2026
Unprompted review
Reply from KITRI Studio
Dear Emily,
Thank you for your review. We're really sorry to hear about the delay with your refund and completely understand how frustrating that must have been.
We can confirm that it has now been processed and depending on your bank should be with you in the next 3 working days.
Thank you for your patience and for bringing this to our attention. We're very sorry that this was your experience and hope we’ll have the chance to do better in the future.
Best regards,
Team KITRI
Would recommend
Beautiful dresses, really well made, lovely fabric. Customer service was also great. Would recommend.
4 March 2026
Unprompted review
Reply from KITRI Studio
Dear Alicja,
Thank you for the review, we are so glad that you love the dress and our team were helpful.
We really appreciate you taking the time to share your feedback and hope to see you again soon.
Kindest,
The KITRI Team
Gorgeous dress
Gorgeous dress, great communication, sent super quickly and lovely to know they're an independent company
14 January 2026
Unprompted review
Reply from KITRI Studio
Dear Rebecca,
Thank you for the kind review, we are so glad to hear that the experience you had with us was a positive one.
We really appreciate you taking the time to share your feedback and hope to see you again soon.
Kindest,
The KITRI Team
Kitri confirmed receipt of my return on…
Kitri confirmed receipt of my return on 19.01.2026, yet refunds can take up to 14 days to process. This is far longer than expected and not in line with current online retail standards.
The delay has been frustrating and has put me off ordering again. I contacted customer service to ask why the process takes so long and received the following response:
“It can take up to 14 working days to process your return parcel once received, as per the email you received. We would anticipate that your refund will be issued by 06.02.2026.”
As of 28.01.2026, I have still not received my refund.
RMA Number: 5160397
Original Order: 171308
19 January 2026
Unprompted review
Reply from KITRI Studio
Dear Ila,
Thank you for taking the time to share this, and we’re very sorry for the frustration caused by the delay. We completely understand how disappointing it can be to be waiting for a refund.
We’ve looked into this but are unfortunately unable to locate your details without an order number or the email address used to place the order. If you’re able to share your order number with us by reply (or contact us directly via email with this information to help@kitristudio.com), we’ll be more than happy to look into this for you straight away.
We appreciate your patience and would really like the opportunity to resolve this as quickly as possible.
*Reply
Dear Ila,
Thank you so much for sharing the order number. I can confirm that your return was processed this morning, and you should receive a confirmation email from our customer service team shortly.
If you need anything else please do not hesitate to reach out here or by email.
Kitri Customer Services fail to respond. bt
Well, Kitri went and delivered a dress intended as a birthday present to my daughter, to a man at an adress 200 miles away. Granted I inadvertantly labelled the wrong address (as the purchase was done through Google Shop, the delivery address was stored to a different address according to a prior purchase), After realising the mistake within seconds, I changed the address on Shop but that was too late to recall the item. I then set about trying to call Kitri customer service, but they do not list a telephone number either on their website or on their electronic receipt. They only offer an email contact or messaging service on Facebook and Instagram, with the assurance they will return any queries within 48 hours. The tracked delivery through the Post Office was listed between 3-5 days. The conclusion to this debacle:
Post office has delivered the dress to the wrong address, to a man, and I have yet to hear from Kitri customer service. Judging by their commitment to reply to the criticisms on this platform, it is sad and ironic that they are unable to respond to the queries levelled through their website.
21 January 2026
Unprompted review
Reply from KITRI Studio
Hi Betty,
Thank you for taking the time to share this and for explaining the situation in detail. We’re very sorry for the worry and frustration this caused, especially as the dress was intended as a birthday gift.
While the incorrect address was initially entered at checkout, we understand how upsetting it must have been when the parcel was delivered elsewhere and you were unable to reach us as quickly as you needed. We apologise for the delay in communication and for any additional stress this caused at the time.
We’re pleased that this was resolved and that everything was sorted in the end. Thank you for your patience while we worked through this, and for giving us the opportunity to make things right.
We truly appreciate your feedback, as it helps us improve how we support our customers going forward.
If you require any further assistance please feel free to reach out to help@kitristudio.com
Quality and service don't reflect a high quality brand
Bought a dress from Kitri. The design is really nice, but the material is quite thin and the label was falling off.
I contacted customer service to ask about the quality of the product, they responded on the first instance, but when I replied with images, they never came back to me.
For a brand that's claiming to be high quality, the product and service don't align. I wouldn't buy their products at full price.
29 November 2025
Unprompted review
Reply from KITRI Studio
Dear Kerry,
Thank you for taking the time to share your experience with us. We’re really sorry to hear that you were disappointed, both with the garment and with the service you received.
We’re glad to hear you liked the design, but we’re sorry that the material and finishing did not meet your expectations. This is not the experience we want for our customers, and your feedback has been shared with our team.
We also sincerely apologise that you did not receive a follow-up after sending images to our customer service team. We understand how frustrating this must have felt, and we regret the lack of communication.
We truly appreciate you bringing this to our attention, as it helps us continue to improve both our products and our service. If you need any further assistance please do reach out to help@kitristudio.com
No communication & poor quality
The quality of the clothes are extremely cheap despite the high price tag. Their leather coat is practically a very shiny bin bag. The customer service is also terrible as they ignored all my messages when they were suppose to refund me. They only responded when I got my Amex involved.
1 December 2025
Unprompted review
Reply from KITRI Studio
Dear Karen,
Thank you for taking the time to share your experience. We’re truly sorry to hear that you were disappointed and that this caused frustration.
We’d like to clarify that the coat is made from faux leather and was designed with a high-shine finish as part of its intended aesthetic. We completely understand that this may not have been what you were expecting, and we’re sorry it wasn’t right for you.
We also sincerely apologise for the delay in our communication regarding your refund. We know how important timely responses are, and we regret that this added to your experience.
Your feedback means a great deal to us, and we appreciate you sharing it.
If you need any further assisntance please feel free to reach out to help@kitristudio.com
Helpful Customer Service
I had a small issue with payment on the website and the Kitri customer service team were extremely helpful and efficient in helping me to solve this! I just received my jacket that I bought and love it 😊
10 November 2025
Unprompted review
Reply from KITRI Studio
Hi Laura,
Thank you so much for your lovely review. We’re really glad our team were able to help with the payment issue and get everything sorted quickly for you. It’s wonderful to hear that your jacket has arrived and that you love it.
If you ever need a hand with anything else, we’re always here to help.
Warmest wishes,
KITRI Customer Care
Shein with snazzy marketing
The ordering and return process has been fine except for the fact that I’ve had to pay £6 postage for the privilege of being duped by their marketing.
I’m happy to pay high prices for quality clothing as I’m sick of cheap, mass produced rubbish from generic high street retailers, so thought Kitri might be a good bet. I was really excited to receive my order. I had been eyeing the dress for ages and had big plans for what I would wear it to. However, I was incredibly disappointed by the quality of what I ordered. Immediately on removing it from the packaging I could tell it was cheap, flimsy plastic fabric. Honestly I wouldn’t be surprised if I found the same garment on Shein. Due to the fabric and lack of lining, it was completely see through when it was on and there was no weight or drape to it so it just sat awkwardly on my body, with the sleeves puckering at the seam.
Don’t be fooled by their high prices and justifications of ‘quality’.
8 November 2025
Unprompted review
Reply from KITRI Studio
Hi Sophie,
We’re really sorry to hear that you were disappointed with your recent order and that the dress didn’t meet your expectations. That’s never the experience we want anyone to have with KITRI.
All of our pieces are designed in London and made in limited quantities using high-quality, responsibly sourced fabrics. The dress you ordered is made from 100% viscose crepe, a natural, breathable fabric that’s lightweight by nature and chosen for its soft drape and movement. The product description online also notes that this style is unlined, as the fabric was selected for its airy, fluid feel.
We completely understand that it may not have felt right for you, and we’re sorry it didn’t live up to what you had in mind.
We also understand your frustration about paying return postage when the style didn’t work out. Our returns policy, which is detailed on our website, reflects the realities of being a small, independent business, but we truly appreciate your understanding and feedback on this.
Thank you again for taking the time to share your thoughts, as honest feedback like this really helps us improve. If you’d like to discuss your experience further, please do get in touch with our customer care team at help@kitristudio.com.
Kindest,
The KITRI Team
Excellent customer services
Incredibly responsive and helpful customer services!
30 October 2025
Unprompted review
Reply from KITRI Studio
Thank you so much for your lovely review. We’re so happy to hear that you had a great experience with our customer care team. We always want our customers to feel looked after, so it’s wonderful to know that came through.
We really appreciate you taking the time to share your feedback and hope to see you again soon.
Kindest,
The KITRI Team
Beautiful dresses and excellent…
Beautiful dresses and excellent customer service! I had an issue with an order, and they went the extra mile to help and get it sorted for me!
17 October 2025
Unprompted review
Reply from KITRI Studio
Thank you so much for your kind words. We’re delighted to hear that you love your dresses and that our customer care team were able to help get everything sorted for you. We always want our customers to feel supported and appreciated, so your feedback truly means a lot.
Kindest,
The KITRI Team
Great speedy customer service reply…
Great speedy customer service reply when I’d accidentally entered the wrong delivery address, thank you!
10 October 2025
Unprompted review
Reply from KITRI Studio
Thank you so much for your lovely review. We’re so glad our customer care team were able to help quickly and get everything sorted for you. It’s always our priority to make things as smooth as possible for our customers.
We really appreciate you taking the time to share your experience and hope you enjoy your KITRI piece.
Kindest,
The KITRI Team
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