Great customer service and gorgeous dresses. Bought two dresses, unfortunately neither fit so had to return but made a mistake with the form so reached out to customer servie. Maria couldn't have... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I am very impressed by the customer service at Sister Jane. When I needed to reach out to them, the team was very responsive, courteous and helpful. While so many online companies seem so faceless, Si... See more
Company replied
In addition to the top quality clothes the communication was impeccable! Due to one style of dress being out of stock, my daughter selected another which was just as beautiful. Meanwhile, I got a t... See more
Company replied
Just a quick note to say a huge thanks to Anna and other members of the SJ customer service team. Buying online can be tricky sometimes so I almost always ask questions about a specific item I’m think... See more
Company replied
Company details
Written by the company
London-based womenswear label. Vintage-inspired accessible design with a high-end look & feel.
Contact info
36 Golborne Road, W10 5PR, London, United Kingdom
- hello@sisterjane.com
- www.sisterjane.com
4.6
Excellent
670 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 93% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Lovely shop and top quality service
Lovely shop and fantastic quality used in the tops and dresses. A special mention for the excellent, comprehensive and timely customer support from Maria. She is a credit to the company.
24 November 2025
Unprompted review
Reply from Sister Jane
Dear Karen,
Thank you for the sweet review!
We really appreciate and value your feedback as it contributes to our continuous improvement. We're always here to provide the best shopping experience to our amazing community.
Kind regards,
SJ x
I accidentally ordered my parcel to the…
I accidentally ordered my parcel to the wrong address and was able to update this with customer service within the hour. The quality of Sister Jane dresses is superb and so is their customer service!
25 November 2025
Unprompted review
Reply from Sister Jane
Dear Emily,
Thank you for the lovely review!
We really appreciate and value your feedback as it contributes to our continuous improvement. We're always here to provide the best shopping experience to our amazing community.
Kind regards,
SJ x
Wonderful Whimsical Fashion
Wonderful quality, service and style. Kris and Maria provided exceptional customer service, a seamless experience in purchasing whimsical, fun and opulent pieces. The clothing is exceptional and the service professional and polished.
20 November 2025
Unprompted review
Reply from Sister Jane
Dear Jennifer,
Thank you for the sweet review!
We truly appreciate and value your feedback as it contributes to our continuous improvement. We're always here to provide the best shopping experience to our amazing community.
Kind regards,
SJ x
Fabulous clothes Fabulous service ❤️
19 November 2025
Unprompted review
Reply from Sister Jane
Dear Cheryl,
Thank you for the lovely review!
We really appreciate your feedback as it contributes to our continuous improvement. We're always here to provide the best shopping experience to our amazing community.
Kind regards,
SJ x
Excellent and prompt handling of my…
Excellent and prompt handling of my enquiry - new customer questions and dealt with efficiently , politely and considerately . I will be making future purchases based on this experience
17 November 2025
Unprompted review
Reply from Sister Jane
Dear JJ,
Thank you for the sweet review!
We really appreciate your feedback as it contributes to our continuous improvement. We're always here to provide the best shopping experience to our amazing community.
Kind regards,
SJ x
I made a mistake when placing my order…
I made a mistake when placing my order and input the incorrect size .
I phoned the EU customer service line and spoke to a lovely lady , whom responded immediately and efficiently.
She replied to my email ( 18/11/2025) and amended my order on the spot .
Thank you !
A pleasure to pick up the phone and for the staff member to deal with the query on the spot , Maria could see my order & email and responded within minutes .
Repeat Irish customer.
18 November 2025
Unprompted review
Reply from Sister Jane
Dear Lorraine,
Thank you for the lovely review!
We really appreciate and value your feedback as it contributes to our continuous improvement. We're always here to provide the best shopping experience to our amazing community.
Kind regards,
SJ x
Great customer service
Great customer service - very very speedy response . Fingers crossed the item I’m looking for comes back into stock!
17 November 2025
Unprompted review
Reply from Sister Jane
Dear Jane,
Thank you for the sweet review!
We truly value your feedback as it contributes to our continuous improvement. We're always here to provide the best shopping experience to our amazing community and we’re sure you’ll find your next favourite style soon.
Kind regards,
SJ x
Reply from Sister Jane
Dear Lianne,
Thank you for the sweet review!
We really value your feedback as it contributes to our continuous improvement. We're always here to provide the best shopping experience to our amazing community.
Kind regards,
SJ x
Prompt helpful response from customer…
Prompt helpful response from customer service
17 November 2025
Unprompted review
Reply from Sister Jane
Dear Not provided,
Thank you for the sweet review!
We really value your feedback as it contributes to our continuous improvement. We're always here to provide the best shopping experience to our amazing community.
Kind regards,
SJ x
Excellent Customer Service
The item I received was great quality. Unfortunately I had to return as it didnt fit. The customer service in returning my order was brilliant. I will definitely order again
1 November 2025
Unprompted review
Reply from Sister Jane
Dear Linda,
Thank you for the lovely review!
We truly appreciate and value your feedback as it contributes to our continuous improvement. We're always here to provide the best shopping experience to our amazing community.
Kind regards,
SJ x
Customer Service
Wasn’t able to find an item but had a wonderful experience with customer service being prompt and friendly despite not being able to source my request.
13 November 2025
Unprompted review
Reply from Sister Jane
Dear Nii,
Thank you for the sweet review!
We really appreciate your feedback as it contributes to our continuous improvement. We're always here to provide the best shopping experience to our amazing community.
Kind regards,
SJ x
Very bad customer service
Update: though I can't reply to SJ's comment below, I want to reiterate: 1. the DPD driver did not deliver where I asked them to, but left the package in our recycling bin, the DPD driver told me so himself. 2. never in this whole process which lasted 2 months did Katherine, the customer service manager, EVER listen to me, she was constantly condescending, and very very bad at any customer service whatsoever; 3. I got less than half the price refunded for a dress that they have lost. Disappointed does not even beging to cover it. Really the worst, least considerate customer service ever.
---_-------------------------
Initial feedback: Though the dresses are pretty, I was very surprised by how how bad the customer service is. After they've lost a dress I have ordered because their courier left it in our recycling bin, instead of delivering to our neighbour as requested, the SJ customer team responded to me by offering 10% off to buy again the dress I never received in the first place! I was really shocked by the lack of responsibility the company took for this. They keep saying that DPD said it was delivered and I have had to spend hours investigating something they should have taken responsibility for. The customer should not have to pay for an item lost by their courier.
Their customer representatives Anna and Bea are extremely apathetic, offered no understanding or proactivity and a week since this has happened I have still not received the item I have paid for.
Very disappointed. There are more pretty dresses in the world and I would much rather buy from a company who offers some considerations for their customers.
Cristina
7 November 2025
Unprompted review
Reply from Sister Jane
Dear Cristina,
Thank you for taking the time to share your feedback. We understand your concerns regarding your recent experience and would like to clarify the steps we took on our side.
As soon as you informed us of the issue, we contacted DPD and requested that they begin an investigation. According to the information they provided, including GPS and tracking confirmation, the order was delivered in line with the delivery preferences you selected, which requested neighbour delivery. While we understand the convenience of choosing neighbour delivery or a safe place, our policy explains that these options are used at the customer’s discretion and risk, as our standard delivery method includes a required signature for added security.
Once the courier concluded their investigation, we issued the full amount of the claim offered by DPD as a partial refund, as a gesture of goodwill and in recognition of the inconvenience caused. We also provided a 10% discount to help make your next experience with us more positive.
Please rest assured we take our community’s feedback seriously, as it helps us continue improving our internal processes and provide the best possible experience.
Kind regards,
SJ x
A message from Japan
I order from Japan. I really love the design and the fabric. Since it is so unique and beautiful, people ask me where did I get it but I just answer that it’s from website because I want to make it secret. 1 since Japanese are so judgmental about the body size, there are not so many clothes for plus size. So it’s really hard to find the fashionable clothes for bigger size. 2 sister Jane has their own style. Because japan gets affected by trend all the time, we have to get rid of old fashioned clothes often. On the other hand I can wear clothes of sister Jane for long time for their own uniqueness.
I understand Japanese yen got cheaper and US dollar is still expensive but if the clothes are little more affordable I would buy more since shipping costs are super expensive. For example coupons for exclusive costumes who purchase often.
13 November 2025
Unprompted review
Reply from Sister Jane
Dear NH,
Thank you for the lovely review!
We really appreciate and value your feedback as it contributes to our continuous improvement. We're always here to provide the best shopping experience to our amazing community.
Kind regards,
SJ x
Customer Service
Maria from Sister Jane was so lovely to deal with. I emailed with my query and less than 24 hours, Maria had responded to me with everything I needed to know and put me right at ease 🤗
10 November 2025
Unprompted review
Reply from Sister Jane
Dear Laura,
Thank you for the sweet review!
We really appreciate and value your feedback as it contributes to our continuous improvement. We're always here to provide the best shopping experience to our amazing community.
Kind regards,
SJ x
Terrible policy and unhelpful customer service
I bought a dress for my friend's wedding but due to travel was unable to open the package before the 14 days refund deadline. I opened it 2 days late. Upon opening it, I realised that the dress was ill fitting on the breast area despite the fact I'd taken my measurements beforehand and the website had indicated "true to size".
This was catastrophic for me as buying this dress was quite the spend, for a very special occasion.
I have not found any support in Sister Jane's customer service and was told there couldn't be refund, exchange, store credits. A 10% discount code was offered but I will not be shopping here again. This was something I had been saving up for and I don't trust Sister Jane's sizing anymore.
Though unhelpful, dismissive and very vague about their 'body conscious' (??) policies explaining such a divergence in sizing, they were quick to reply which is why I put 2 stars.
6 November 2025
Unprompted review
Reply from Sister Jane
Dear Bérénice,
Thank you for taking the time to share your feedback. We understand how important it is to find the right piece for a special occasion and appreciate you sharing your experience with us.
We appreciate that sometimes customers may be unable to open or return their order within our return period. In such cases, we kindly ask that customers contact us within this timeframe to notify us of any potential delays, so we can review the situation and advise accordingly. As we aim to follow our policy to ensure fairness and consistency for all customers, an exception was not possible in this instance.
We also strive to provide as much information as possible about our products and sizing, including an extensive size guide, detailed product videos, composition details, and key measurements. As different designs can vary in fit, we encourage customers to reach out to our customer care team before purchasing, and we are always happy to offer further information to help find the best fit.
As a gesture of goodwill, a discount code was offered for the inconvenience experienced. We appreciate your feedback, as it helps us continue refining both our communication and our customer experience.
Kind regards,
SJ x
Amazing customer service
Amazing customer service: I ordered a few dresses for my daughter. They arrived very quickly and were beautiful- tho sadly not quite right for her, so I had to return. The Customer Service was truly exceptional. I dont normally bother leaving reviews, but MARIA was so helpful, I decided to make an exception. I had a question and she replied incredibly quickly and helpfully, And then throughout the return process, she kept me updated (unprompted) and was always friendly and helpful. Really was exceptional customer services and the dresses look to be well made and good quality. Will definitely use again
4 November 2025
Unprompted review
Reply from Sister Jane
Dear ATL,
Thank you for the lovely review!
We truly appreciate and value your feedback as it contributes to our continuous improvement. We're always here to provide the best shopping experience to our amazing community.
Kind regards,
SJ x
Amazing customer service helping with a…
Amazing customer service helping with a refund issue I had. Highly recommend!
1 November 2025
Unprompted review
Reply from Sister Jane
Dear Tor,
Thank you for the lovely review!
We really value your feedback as it contributes to our continuous improvement. We're always here to provide the best shopping experience to our amazing community.
Kind regards,
SJ x
Brilliant quality clothes & excellent…
Brilliant quality clothes & excellent quality customer services. Would highly recommend
3 November 2025
Unprompted review
Reply from Sister Jane
Dear pauline,
Thank you for the lovely review!
We truly appreciate your feedback as it contributes to our continuous improvement. We're always here to provide the best shopping experience to our amazing community.
Kind regards,
SJ x
Lovely shop with unique designs
Although they didn’t have some of the exact sizes I wanted in stock (they only make small batches of each design), the pieces I did order were fantastic quality and the customer service I experienced from Kris was great- attentive, quick to respond, helpful.
28 October 2025
Unprompted review
Reply from Sister Jane
Dear Joseph,
Thank you for the sweet review!
We really appreciate your feedback as it contributes to our continuous improvement. We're always here to provide the best shopping experience to our amazing community.
Kind regards,
SJ x
First of all
First of all, just love, sister Jane’s dresses always so cute and well-made, every time I contact them I get a response almost immediately👍 great customer service
28 October 2025
Unprompted review
Reply from Sister Jane
Dear Lori,
Thank you for the lovely review!
We really appreciate your feedback as it contributes to our continuous improvement. We're always here to provide the best shopping experience to our amazing community.
Kind regards,
SJ x
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