Finery Reviews 

Products ok. Customer service is shocking. Sent dress back on 27th Sep and on 22nd Oct still awaiting a refund. No one answers phone. Email address listed isn't real! Will not be buying from them again.

I've had 2 dresses from them. 1st one is lovely, sizing was good, delivery fine. 2nd one, they sent the wrong colour (their descriptions are blue flower and blue floral, so not entirely surprised), but when I tried to exchange, discovered they don't do exchanges, just returns, so I would have to re-buy the correct dress. Furthermore, they require a label to be printed, and I have no access to a printer (other companies do QR codes which is a much better idea) and the order comes up showing as 2 sizes smaller than I'd ordered, so I'm wondering if they'll query that if I send it back. All in all, an unsatisfactory experience.

I ordered a single dress from Finery but was very disappointed with both the product and the returns process. The dress was labelled as a size 12 but was oversized and much larger than a standard size 12, so I had no choice but to return it.

What frustrated me most was the lack of transparency about returns costs. I understood that the return would cost £3.50, but after sending the dress back I ended up £7.45 out of pocket once the initial delivery charge was withheld. This is not mentioned on the website

Buying clothing online is always a risk, and I always check a retailer’s returns policy before ordering. If I had known the true cost of returning, I would not have placed the order in the first place.

I feel misled by the way Finery presents its returns policy and won’t be ordering again. Shoppers should be aware that returning items can be more expensive than expected.

I had a family crisis which meant I missed the return window but the items are still for sale at the same price and they still will not take the return. So disappointed

Be aware of postage, return and restocking charges. Ordered 3 tops which were huge - returned for smaller size. Total postage costs £15.95. Emailed to query and was advised return fee of £3.95 and restocking fee of £3.50. This is not in T'C's and they couldn't show me where to find it - just kept telling me it was a new restocking fee and they were closing my case. Shocking customer service and a costly mistake - wont be buying from Finery again

Clothes are generally lovely and good value. Customer service is shocking. No response to emails, the phone line is constantly on 'try again later' and have been waiting for a refund for now 9 days after they received my goods back. I will not be shopping here again because this is a measure of how they view their customers.
*And please note generic response from Finery that hasn't even reflected my concern.
* Please note second response asking me to email when they haven't yet replied to my two previous emails or my Facebook Messenger!

I ordered some dresses as I have a party at the weekend and arranged priority delivery to a collection point but DPD have advised they were unable to deliver to the collection point yesterday and Finery have requested the parcel be returned to them. No communication about the delivery from Finery. First time buying from them and hugely disappointed. No customer services over the weekend to contact. I would avoid in future. Very poor customer services.

I purchased a skirt that was reduced. The item was certainly well tailored. I did not keep the item, since the waist was a little too tight - a bigger size, then the hip would be slightly loose. The small, single item was actually collected by Royal Mail from a post office on 1 August. The last notification received from Finery was 6 August, stating the item had been received by Finery and the refund would be within 10 days. I'm surprised a single item takes so long to process and refund. From Royal Mail collecting my drop-off on 1 August to today, 14 August, that's already 2 weeks. It's still another 2 days to wait within Finery's return policy. If I receive the refund tomorrow, then the entire return process is 14 days, 15 days will be Friday and 16 days will be Saturday and so on. To add, having paid £3.95 for DPD delivery, the return handling policy is also £3.50? It's a costly and lengthy affair and one I shall avoid in the future.

in my order, a red dress was worn with strong perfume smell. i returned the order. they refused to refund me that red dress because it is not a saleable condition. that was the exact condition when i received the dress.
big mistakes on my part to place an order with them.

I ordered 3 dresses which I had to return , I understood I was responsible for return postage and would have £3.50 deducted from the refund -fair enough but when I received the refund ( which did take longer than average) it was more than £7 .After enquiring this I was told the extra was for ‘handling’ yet there was no mention of this in their terms . Future customers be aware , doubt if I’ll buy from them again.

Dress was ok but didn't fit well so I had to return it. I quite understand not being refunded the p&p but do not agree the additional £3.50 handling charge. They state this is for environmental impact reasons as well as the cost of repackaging the item. Well as an online business there is an environmental cost in sending the item out in the first place, which doesn't seem to be an issue. Plus as a clothes business, they should be prepared to absorb the cost of repressing items for the next customer as standard.

Also they don't answer their phones. Just leave you holding for 15 minutes then an automated voice says "I'm sorry there is no one available to take your call, please try later" and then the line goes dead. I tried ringing several times and never spoke to someone.

I ordered 2 dresses from Finnery one size 12 one size 14 both £39 each £78 in total
Unfortunately I had to return both of them as they didn't fit me.
I should have received a refund of £78 but I had £7.74 taken from my refund for postage and handling so I was told. I could perhaps except the postage but I've never heard of a handling charge before. I won't be shopping at Finnery again out of principle really

I’ve ordered from Finery several times, mixed bag really. Some really lovely things and some others where I was disappointed. I’m waiting now for a delivery but frustrated that I paid extra for next day delivery and it hasn’t been delivered and now I suspect it will be delivered on Monday probably after I’ve left, so a waste of money. Ordering from M&S is free so if it’s new things it’s better to order from them. I had a discount but with postage and not arriving in time, M&S would have been better. Nice size range and I think the things are nice quality.

The dress when received looked nothing like the picture.
Not only that, when I received the delivered dress the box had a big rip in it so that was not a good first impression.
The returns process was not easy and I got the impression they tried to make it as hard as possible so you gave up. Took over 5 attempts to get the return to work!
It took even longer to get my money back. Payment left my account straightaway but I had to wait 2 weeks to get my money back.
I so liked the dresses on this website but I’ll never order from Finery again.Avoid it’s too much hassle

Mrs Cook here I returned a dress that was too big to Finery in London on Monday for a refund of £24-50 by our local Royal Mail, nobody has been in touch to let me know that they've received it or not.Im a 74year old state pensioner and can't afford to lose this money. The order number is #FN218409 Aurena Navy Polka Dot Cotton Midi Sundress size 20. The bar code number for proof of posting is OT179651706GB. Hope you can help with this Trust pilot. I have emailed but no reply.

Check refund details before buying. Will not even do an exchange of same dress in different colour

Avoid this company !
Poor quality items - when you try to return via website it won’t work .
Frustrating to deal with - can’t speak to anyone . Poor customer care .
Will never use again

I will never buy from this company again. Returned two dresses. Received email 9th June saying received but money not being refunded for 10 days. Paid through Klarna so it is their money not mine. 2 weeks is a long time to wait when they get the money instantly. Won't be using them again
I have been told by Finery that they will ask the relevant team if they can process my refund
. They received the items on 9th June and they are only now asking the relevant team if they can issue a refund. It is now 17th June?

Bought 2 Marie Tea dresses from Finery, the quality and fit are amazing, very comfortable and flattering. They arrived in quick time and packed really well. Will be buying more in the future