Pros - wide range of designs, some really original patterns and I genuinely love some of the purchases I've made. Responsive customer service and I've had no problems with the returns process when... See more
Company replied
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Review summary
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Ive ordered twice with Runaway. I love their designs. They do have a strict return policy, but thats the chance you take with these sites. Most places don't return sale items. But heir prices... See more
Company replied
-Didn’t like the quality or the fit -Had to pay a card fee to return (as oppose the this value being taken off my total return) -Had to print the label out myself rather than having a code to sc... See more
Company replied
I've ordered from the website directly a few times (their clothes are also available on revolve.com, which is a very reputable and large site), and I've had a good experience each time. I received the... See more
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Company details
- #38 of 39 best companies in Clothing Store
- #23 of 25 best companies in Women's Clothing Store
Written by the company
Runaway The Label is an Australian fashion brand inspired by a love of fashion, beauty, travel, culture and you! Runaway with us x @runawaythelabel | #runawaywithme
Written by the company
Contact info
3.0
Average
3K reviews
Replied to 100% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
AWFUL Company/Products - AVOID
Product was different from pictures, low quality material. Requested to do a return which I had to do at my own cost then once they received it they refused to issue a refund, only store credit which is not clearly stated on their website.
23 April 2025
Unprompted review
Reply from Runaway The Label
Hi Chris,
Thank you for taking the time to share your feedback with us.
We’re really sorry to hear about your experience, and please know that we take all customer concerns seriously. Your satisfaction is important to us, and we’re always striving to improve wherever we can.
We do have a returns policy in place to help ensure a smooth experience, and you can find all the details on our website, including the steps to follow if you need to return an item.
We truly appreciate your support and hope we have the chance to provide you with a more positive experience in the future.
Kindest regards,
Runaway The Label
Great customer service
Great customer service and very quick communication! Thank you
6 June 2025
Unprompted review
Reply from Runaway The Label
Hi Darcey,
Thank you so much for your lovely message!
We’re absolutely thrilled to hear that you had such a great experience with our customer service team. Delivering exceptional service is so important to us, and it means the world to know we hit the mark for you.
We truly appreciate your support and can’t wait to welcome you back again soon!
With love,
Runaway The Label
Great customer service!
Customer service was super kind! They emailed me back right away about my item and everything got sorted out :)
5 June 2025
Unprompted review
Reply from Runaway The Label
Hi Isabella,
Thank you so much for your lovely message!
We’re absolutely thrilled to hear that you had such a great experience with our customer service team.
We truly appreciate your support and can’t wait to welcome you back again soon!
Kindest,
Runaway The Label
Super stylish and Great quality clothing…
Just ordered the most gorgeous dress from Runaway, such great quality!
On top of that I emailed Mia about a question I had and she was so kind and fast to respond.
I highly recommend this store!!
4 June 2025
Unprompted review
Reply from Runaway The Label
Hi Nikita,
Thank you so much for taking the time to share your positive experience with us.
Your kind words truly mean the world to our team!
We’re so grateful for your support and absolutely love having you as part of the Runaway community.
We can’t wait to serve you again soon!
Kindest
Runaway The Label
I’ve ordered a few items during the…
I’ve ordered a few items during the Easter sale period. Due to a system glitch, i didn’t get what I wanted. I was very disappointed so I emailed customer service. Thank god for Mia from customer service who was able to assist and have my dress in my size delivered in a timely manner! Absolute angel
5 June 2025
Unprompted review
Reply from Runaway The Label
Hi There,
Thank you so much for taking the time to share your kind words
It truly means the world to us!
We’re so grateful for your love and support of Runaway The Label.
We absolutely love seeing you in our pieces, so don’t forget to tag us @runawaythelabel — we can’t wait to see how you style it!
Kindest
The Runaway The Label Team
Had trouble with an order and Mia…
Had trouble with an order and Mia kindly assisted me with exactly what I needed. Couldn’t be happier!!
5 June 2025
Unprompted review
Reply from Runaway The Label
Hi Melinda,
Thank you so much for your lovely message!
We’re absolutely thrilled to hear that you had such a great experience with our customer service team.
We truly appreciate your support and can’t wait to welcome you back again soon!
Kindesy
Runaway The Label
I was super disappointed in the size…
I was super disappointed in the size and fit of the items I purchased! On top of that I was unable to exchange for the correct size and was made to pay for shipping to return the items. Not great service :(
27 May 2025
Reply from Runaway The Label
Hi Caitlyn,
Thank you for taking the time to share your review of Runaway The Label.
We’re truly sorry to hear that you were disappointed with your experience.
Please know that your feedback is very important to us, and we’ve passed it along to our management team for review as we’re always looking for ways to do better.
We genuinely appreciate your support and hope we have the opportunity to provide you with a more positive experience in the future.
Kindest regards,
Runaway The Label
Runaway label have always been amazing
Runaway label have always been amazing, any issues and they sort it immediately. Thankyou just love your products
4 June 2025
Unprompted review
Reply from Runaway The Label
Hi Jessica,
Thank you so much for your lovely review.
We're really glad to hear you've had a positive experience and that you're enjoying our pieces.
We appreciate the support!
Kindest,
Runaway The Label
They are so quick to respond
They are so quick to respond. They reached back to me in less than 5 minutes for a question about restock 💕
3 June 2025
Unprompted review
Reply from Runaway The Label
Hi there,
That’s so lovely to hear! 💕
We’re always here to help and love being able to get back to you quickly.
Let us know if there’s anything else you need!
Kindest,
Runaway The Label
Customer service from Mia at head…
Customer service from Mia at head office is A+
Actioned my enquiry so fast to make sure I get my dress on time. Thank you xx
3 June 2025
Unprompted review
Reply from Runaway The Label
Hi Zatiye,
Thank you so much for your kind words!
We're thrilled to hear that you had an exceptional experience with our customer service team. Providing outstanding service is a top priority for us, and it's wonderful to know we met your expectations.
We hope to serve you again in the future!
Kindest
Runaway The Label
Happy Customer
I have been a customer for several years now and have been happy with everything I have ordered. I read the reviews of my items to determine sizing and I have not had a problem. I even forwarded the website to my friend who has several high end clothing stores.
5 March 2025
Unprompted review
Reply from Runaway The Label
Hi Stephanie,
Thank you so much for taking the time to share your positive experience with us! Your kind words mean a lot to our team, and we are grateful for your support.
We look forward to serving you again soon!
Kindest
Runaway The Label
No option for exchange?
I understand the need to do a no refund policy, however, my dress (which I love) was too big and I couldn’t find an option to exchange for size, just return for store credit and I’d have to pay for the return? I suppose I feel a little less inclined in future to make a purchase here knowing these limitations. I think customers benefit from a little more flexibility sometimes. I will keep the dress and get it altered but I was a little disappointed and it did I think tarnish my perception of the business a little. I’ll just think hard before making another purchase here x
27 May 2025
Reply from Runaway The Label
Hi Keira,
Thank you for taking the time to share your feedback. We're sorry to hear about your experience and we want to assure you that we take all customer concerns seriously.
We have a returns policy in place to ensure that our customers have the best possible experience with our products. You can find detailed information about our returns policy on our website, which outlines the steps to follow for returns.
We hope to have the opportunity to serve you better in the future.
Kindest,
Runaway the Label.
Stay away if you want anything quickly
I ordered a dress for a specific event. After having to return the original dress for a larger size, I paid for express shipping so it would be here in time for the event (one week away). Unfortunately even after paying for express the dress took over a week to arrive and was not here before the event. I contacted customer service, and because it says in a hidden area on their website (and not clearly stated when you place the order) that it can take up to 3 days for orders to be dispatched they basically told me bad luck. I requested a refund for the second dress rather than a credit, due to the misleading express post times. Unfortunately no one ever responded to this request and I have ended up with two credits for a place I don’t ever want to shop again. Avoid!
27 May 2025
Reply from Runaway The Label
Hi TH,
We appreciate you taking the time to share your review of Runaway The Label and are very sorry to hear that you are unhappy.
We are always looking at ways we can improve our services, so we have passed this feedback onto our management team.
Kindest,
Runaway the Label.
Great Customer Service!
I ordered the GIA Maxi Dresses in Yellow for my wedding in September, though the dresses weren't quite the right sizes for my bridesmaids, Mia from the customer service team was incredibly helpful and made the return process very easy!
The dresses themselves are of such great quality and fabric! Can't wait to see the girls all dressed them for the wedding x
30 May 2025
Unprompted review
Reply from Runaway The Label
Hi Lauren,
We appreciate you taking the time to share your positive experience with Runaway The Label.
Thank you for all your love and support!
We love to see you wearing Runaway so please tag us @runawaythelabel.
Kindest,
Runaway The Label
Dress is perfect. So cute and the fit was true to size
Mia was amazing. The first dress we ordered just wasn’t the right fit for my granddaughter. We needed to return, and we placed a new order. Mia assisted with the entire process. She was extremely helpful and quick on her response. The send dress we ordered arrived and it is so cute, fits perfectly, and looks great on my granddaughter. Definitely would order again from this company.
23 May 2025
Unprompted review
Reply from Runaway The Label
Hi
Thank you so much for your kind words!
We're thrilled to hear that you had an exceptional experience with Mia. Providing outstanding service is a top priority for us, and it's wonderful to know we met your expectations. We will pass your kind words on to Mia.
We hope to serve you again in the future!
Kindest
Runaway The Label
No refund, but great customer service.
Ordered a dress I love in two colours from Runaway and one colour I wanted to return. I had’t realised Runaway doesn’t refund after your return, but you receive a store credit instead. Mia helped me very swiftly and clearly which was great.
27 May 2025
Unprompted review
Reply from Runaway The Label
Hi Laura
Thank you so much for your lovely review!
We really appreciate your understanding regarding our store credit policy, and I’m so pleased to hear that Mia was able to assist you quickly and clearly.
If there’s anything else we can help with, please don’t hesitate to reach out. We’re always here to help 💖
Kindest
Runaway The Label
I accidentally ordered the wrong size…
I accidentally ordered the wrong size in a dress and when I sent an email to the customer service today, I did so with expectations (due to past experiences with countless other online stores) that it would be difficult and drawn out to fix. I was proven wrong within minutes, when i received a prompt and lovely email from Mia (who I can see has been given multiple other incredible reviews.) This has made me want to shop with Runaway the Label again and again, purely for this experience. She is amazing and I hope Mia receives the love she so rightly deserves.
27 May 2025
Unprompted review
Reply from Runaway The Label
Hi Ashleigh,
Thank you so much for your kind words, we’re thrilled to hear Mia was able to help so quickly.
We’ll be sure to pass this on to her, and we look forward to you shopping with us again!
Kindest
Runaway The Label
I made a mistake with my order payment…
I made a mistake with my order payment and Mia responded with an easy solution. Mia is very professional and helpful when you need anything! I appreciate the team and the timeliness to help me fix my issue.
26 May 2025
Unprompted review
Reply from Runaway The Label
Hi Courtney,
Thank you so much for your lovely review!
We're so glad to hear your issue was resolved quickly and easily.
we truly appreciate your kind words and are always here if you need anything! 💕
Kindest
Runaway The Label
Terrible customer service, terrible shipping, no product and no refund. Don’t bother shopping on this website unless you’re prepared to throw hundreds down the drain!
Whoever is behind the customer service is absolutely useless. They do not keep a report on customers issues/read your messages properly leading to a constant back and forth of re-explaining yourself despite the fact it’s always the same person replying which is just awful customer service to constantly act like they don’t know what you’re talking about. I state the obvious in every email (Nearly 15 emails sent over a 2 month period now with my order number in the subject line every time but they still don’t know what order/I’m talking about). I have been waiting for a refund of $674 for 7 weeks because the not so ‘express delivery’ parcel took too long to reach me so I never received the item. I’ve been polite up until now. I’ve had enough. I am simply asking you to do your job here and process the refund of $674 AUD that I was promised on 6th April.
23 May 2025
Unprompted review
Reply from Runaway The Label
Hi Caitlin,
Thank you for your feedback, and we’re truly sorry to hear about your recent experience. We completely understand how frustrating this has been, and we sincerely apologise for any inconvenience caused by the delays and communication issues you've encountered.
After reviewing your case, we can confirm that your parcel was delivered to the address provided at the time of your order and is currently awaiting collection. We understand this situation has been stressful, and we appreciate your patience throughout this process.
Please feel free to reach out to us directly again if you need help locating the parcel or if there’s anything further we can do to assist. We’re here to help and committed to making this right for you.
Kindest
Runaway The Label
After misplacing my store credit and…
After misplacing my store credit and enquiring, I reached out to the sales team and received a response within minutes. Mia helped me out and she was super helpful and really fast to take action. I really appreciated the great customer service after other companies lacking in this area - definitely made me want to shop from Runaway The Label again!
20 May 2025
Unprompted review
Reply from Runaway The Label
Hi Abbey,
Thank you so much for your kind words!
We're so glad Mia was able to assist you quickly
Your support means the world to us, and we can't wait to have you shop with us again!
Kindest
Runaway The Label
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