Marcelalondon Reviews 42

I am writing to share my wonderful experience with Marcela London. I have been so impressed with the customer service team; everyone I have interacted with has been incredibly helpful and professional.

The fact that, as a small team and business, you now include taxes and duties either clearly at checkout or within the item prices (as noted on your Shipping page) makes a huge difference for those ordering internationally.

Furthermore, the quality of the products is truly amazing. It is clear that a lot of care goes into what you provide, and I couldn’t be happier with my purchase.

Thank you for the excellent service and for maintaining such high standards!

I’m very disappointed with my experience. The item I received is much smaller than described and does not match the product information on the website. Unfortunately, because it was marked as “final sale,” the company refuses to accept a return, even though the sizing is clearly misleading.

I understand return policies, but customers should not be stuck with an item that doesn’t match its description. This was my first and last purchase. I would advise others to be very careful with sizing and final sale items

Purchased a coat that I wish to return as it doesn't fit. I have been trying to return it for a week (they say they need to "Approve" my return), and no response at all. When I ordered the coat the website said all taxes were included but FedEx required me to pay $298 to deliver it for taxes and duties.

Fine if you buy and keep merchandise. Hellish if you need to send it back. I mailed ill-fitting pants back to them in May. Of course, there is an obscene charge to return something to them, which should have been my first clue that they aren’t a good company. No response to either of my emails asking where refund is. I filed a dispute with my credit card company and they have an “issue” with my claim. Funny how responsive they were to my credit card company but not to me! I’m still waiting for the refund. Hopefully the CC company will come through for me. Never will I patronize Marcela London again.

Last week I had another good experience with Marcela London, I was interested in a few pieces from the sales and I had to contact the Customer service team to ask for additional information. Once again they didn’t disappoint me! They provided all the information requested and some pictures which I didn’t expect it! They were very helpful and I placed the order. The delivery was quick and I am very pleased with the purchase.
Very good quality and very well-made! I have purchased from them many times and will continue to do so and support another small brand. Highly recommend!

I had another fantastic experience with Marcela London. The customer service is truly outstanding—friendly, responsive, and genuinely helpful every step of the way. It's rare to find a team so committed to making sure customers feel valued and supported.

On top of that, the clothing and outerwear I have purchased is exceptional. The quality exceeds my expectations—everything feels well-made, fits perfectly, and looks even better in person.

Highly recommend for anyone looking for both excellent service and beautiful quality clothing and outerwear. I have purchased from them many times and will continue to do so.

Greetings from Istanbul,
I'm a new fan of your designs and immediately fell in love with your 'Claye Doublé Boyfriend Coat Espresso'. I absolutely love to wear it, suits my style so well:) Who visits your website feels the same so my comment is not about only your gorgeous products but also your beautiful, kind, professional customer care service, deeply impressed by their communication regarding my order. What I experienced so far made me think that Marcela London is developing an excellent brand. I feel so lucky to met you, hope everyone who has a great sense of fashion finds you so soon.
Thank you, deeply appreciate your brand! Excellent!
Love,
Didem

Stay away!! They have the worst customer care service. I am waiting for my refund for almost 2 months after paying 50 euros to return the merchandise. Today they told me I will be waiting additional WEEKS. They keep excusing themselves that they are a small team as if this justifies a complete lack of proper operations while you keep pushing product with Black Friday and sales deals. Plenty of independent brands out there that work well and who actually care about their level of service and quality.

This company pretends it is processing customer refunds, but is most likely using customer payment refund as a cash flow to run their operation and after 30 days the refund remains unpaid.
Their Web site is in breach of UK law as it does not state where the company is based and what the legal registered contact addrss and details for the company is.
Buyer beware and don't get distracted by glossy website. Merchandise return and refund is dead slow and no guarantee payment will be done. We are still waiting after nearly a month.

Quality issues for a large price tag. This company sends a ton of PR products to influencers only to treat the paying customers like garbage.
They are not putting any effort into taking care of customs and duties for EU customers upfront, still the € prices don‘t line up with the £ prices.
Even their terms and conditions state they won‘t support you if your parcel gets lost on the way since „it‘s the customers duty to track the parcel“?! How would that help if the supplier looses it.
Overall way too pricey for the poor customer care. No other brand expresses capitalism more than they do, there’s no genuine interest in their target audience.

Incredibly bad quality for the price - a label as been roughly cut out and a Marcela label badly sewed in. Material is so so cheap. I wish I had googled the company instead of trusting the instagram hype. Be warned !

I wanted to share my experience with Marcela London, as I feel the reviews do not do their Customer Services department justice. I had no previous experience of ML until I noticed a fraudulent transaction made on my credit card statement. During the investigation stage, I emailed the customer services department expecting very little back. They emailed promptly within the hour and did everything they could to help with what seemed like a genuine transaction. They refunded the Coat that I had not ordered and kept me informed throughout the day. Although, I am yet to get to the bottom of what happened with my credit card company, I cannot thank Marcela's team for helping with something that was not an issue created by their systems. ML do not have a contact number to call but they certainly respond to the emails landing in their inbox. They helped gracefully and efficiently, and took away some of the stress from a somewhat stressful situation even though I initially accused them of being a disingenuous company. Thank you again ML you provided customer service to someone who was not a customer. THIS IS A GENUINE REVIEW!!!

Even one star is too much for this company to be honest. Be very careful before ordering from this site. I ordered a coat over 3 months ago, received it 2 months later, returned it right away because of disappointing quality, and I’m still waiting on my refund. On top of that they emailed me today that they wired the refund but took off €40 from my refund amount without explaining why.

This has really been the worst customer service I have ever experienced anywhere and to be honest, the quality of the coat did not impress at all

I was initially skeptical about the comments here, as the designs appeared quite stylish, so I went ahead and ordered a coat valued at a couple of hundred pounds almost a month ago. I have not received the product yet. Please consider AVOIDING this brand; it's not worth the trouble. There are many other brands out there offering similar products.

Really poor service item received 2 months late then returned as poor quality and waited nearly a month for refund do not buy from here

I purchased a cardigan that came utterly wrinkled. The return process has been painful. I had to email and request a refund. they then responded with "an approval" to return. I purchased return label and it was received by them on October 18th and I still haven't received notification of the return or the refund. I have chased them w three emails and no response to that either. I am writing here hoping they will respond to me. My return reference: RMA# I8J3Y1ZU

Sadly I'm having similar experience to other people. I bought few things before which I liked, but returned something more than two weeks ago, had no communication whatsoever, sent couple of emails with no reply.

If I could give zero stars I would!
Absolute rubbish clothing, nothing like online images, you have to pay for returns and when you do you then have to chase your refund, it doesn’t take a month to refund money… I’m still waiting! Report to every social media platform about these scammers !!!!! Stay well clear

AVOID AT ALL COSTS. The clothing is very poor quality, especially for the price. I paid to return the items using tracked delivery, and two months later, still no refund back to my card. Followed up through email and Instagram with no reply, finally got an unprofessionally worded reply last week with no apology. Who knows if they would have ever refunded me if I didn’t chase after it. 0/10 experience

Dont buy from them !
I wished to return my ordet and asked for return label. They just dont answer despite multiple emails.