Awful customer care. Returns were sent 2 months ago, company can see goods were returned but seeing the delivery as “still in transit” so refusing to refund me “while they investigate”. Took 2 weeks... See more
Company replied
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Review summary
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Reviews shaping this summary
Shipment & handling was perfect. The item ordered not so much. Fitment left a lot to be desired as was maybe to be expected for a one-size-fits-all type item. I just expected better quality for the pr... See more
Company replied
All lingerie received was of great quality and fit well. However, one bra that I received was covered in gray mold. Like hairy mold. I washed the bra and it all came off, but it was disgusting when it... See more
Company replied
My return was received by Bluebella warehouse over one month ago and I still have not received my refund which is extremely disappointing. Please can this be resolved asap. My refund was issued th... See more
Company replied
Company details
- #34 of 38 best companies in Lingerie shop
- #12 of 12 best companies in Erotic clothing
- #275 of 286 best companies in Fashion accessories shop
- #36 of 37 best companies in Swimwear shop
- #59 of 59 best companies in Underwear shop
- #240 of 256 best companies in Ladies' clothes shop
Written by the company
Bluebella was born from a simple idea to create luxurious and sensual lingerie for self-assured women. Founded on the belief that strength and sensuality belong in the everyday, with the understanding that beautiful lingerie sets a powerful tone for whatever comes next. Bluebella is a multi-award-winning brand that has paved the way for accessible luxury in the lingerie industry.
Bluebella
Written by the company
How Bluebella Gives Back
Customers can choose to donate 1% of their purchase
Bluebella is dedicated to supporting and helping others and have partnered with multiple charities across its global sites. Customers can choose to donate 1% of their purchase, at no extra cost to them. The charities include the Gender Equality Foundation, Equality Now, LGBTQ non-profit Outright International, the climate justice charity Rainforest Trust, and body positivity resource SeekHer Foundation.
Contact info
Brickfields, Unit 201, 37 Cremer Street, Hoxton, E2 8HD, London, United Kingdom
- 0203 176 6990
- care@bluebella.com
- bluebella.com
3.4
Average
6K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 52% of negative reviews
Typically replies within 2 weeks
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Bra fit - cup size
I ordered a bra, panty, garter set with a 34B cup bra. The fit was a bit off on cup size (too large). I returned it (very simple and straightforward BTW!!!) And replaced it with a 34A instead. Oddly, the cup fit for the 34A size bra seemed even worse... almost as if the cup size on the 34A was larger than the 34B.
25 March 2026
Reply from Bluebella
Thank you for your feedback, and we’re really glad to hear that you found the returns process simple and straightforward.
We’re sorry to hear about the inconsistency you experienced with the fit between the 34B and 34A. We understand how confusing and frustrating that must have been, especially when trying a different size and not getting the expected result.
If you’re able to, please feel free to email our Customer Care team with some photos so we can take a closer look and help further with sizing and fit.
Your comments have also been shared with our team, as we’re always looking to improve our products.
Kind regards,
Bluebella Customer Care
✔️✔️✔️✔️✔️✔️✔️✔️✔️✔️
23 March 2026
Although I got an incomplete shipment…
Although I got an incomplete shipment and late, Mrs Anna handled everything very well.
25 March 2026
Great sets and comprehensive and…
Great sets and comprehensive and satisfactory follow up when issues arise
18 March 2026
Ordering was easy and the products we…
Ordering was easy and the products we outstanding.
24 March 2026
products are all made with the highest attention to detail and are absolutely beautiful!
great quality and reasonable pricing.
23 March 2026
I loved the sexyness and the fun…
I loved the sexyness and the fun strapped lingerie. I can't wait to wear it again. 😍
19 March 2026
Didn't ship my items for several weeks
Didn't ship my items for several weeks. Followed up with customer service and my package was finally shipped, but it was missing a a bra once I finally received the package. The bra was part of a set, so the two other items ordered as part of the set were now not needed. Then, had to return the two other items. Major hassle all around, requiring numerous emails to customer service to resolve. Won't be ordering from them again. Too much hassle all around.
17 March 2026
Reply from Bluebella
Thank you for taking the time to share your feedback, and we’re very sorry to hear about your experience.
We sincerely apologise for the delay in dispatching your order and the inconvenience this caused. We also understand how disappointing it must have been to receive an incomplete set, and the knock-on impact this had on the rest of your order and return process.
This is not the level of service we aim to provide, and we completely appreciate your frustration with the number of contacts required to resolve the issue. We recognise how time-consuming and disappointing this must have been for you.
We would like to sincerely apologise for the inconvenience caused and appreciate you bringing this to our attention, as it helps us improve both our fulfilment and customer care processes.
Warm regards,
Bluebella Customer Care
Appalling experience....
Absolutely appalling experience with Bluebella.
I returned an order on 31st March using the prepaid return service THEY provided, and I have full proof of postage. The parcel has since been lost by their courier, yet Bluebella are refusing to issue a refund, hiding behind the excuse that it has not reached their warehouse.
This is completely unacceptable and, more importantly, legally incorrect.
Under the Consumer Contracts Regulations, once a return is sent using a retailer’s nominated courier, the risk sits with the retailer, not the customer. I have fulfilled my obligation by returning the item and providing proof. The fact their courier has lost it is THEIR problem, not mine.
Despite this, I am still being told “there is nothing they can do” until it arrives. It has now been over 14 days, meaning they are in breach of their legal obligation to refund.
Instead of taking responsibility, they are attempting to rely on internal policy to override consumer law, which simply does not stand.
Customers should be extremely cautious when purchasing from Bluebella. If anything goes wrong, do not expect them to take accountability.
I am now forced to escalate this via my bank and formal complaints channels just to recover money that should have been refunded already.
Very poor service, very poor understanding of consumer rights, and an incredibly frustrating experience.
EDIT: in response to the below, this reply is yet again completely unacceptable. I should not be bearing the cost of your couriers failure, you are acting illegally by not processing my refund beyond 14 days from the date it was handed to your courier. As a result, you have now been reported to the CAB and trading standards and you have forced me to take this up with my credit card company. Its a disgusting way to treat your customers when the liability for lost goods is on your shoulders. You seem to think its OK to hold the customer ransom and not the courier. Horrendous experience and will not be recommending Bluebella to anyone.
31 March 2026
Unprompted review
Reply from Bluebella
Thank you for taking the time to share your feedback, and we’re very sorry to hear about your experience.
We completely understand your frustration regarding the missing return and the impact this has had. This is not the experience we want any of our customers to have, and we sincerely apologise for the inconvenience caused.
We can confirm that once a parcel is handed to the nominated returns courier, we rely on tracking updates to confirm its arrival at our warehouse so that we can process the refund. In cases where a parcel has not been received, we will always investigate this thoroughly with the courier as part of our process.
We are very sorry that this situation has led to concern and frustration, and we absolutely appreciate how disappointing this must be. Please be assured that your case will be reviewed as a priority with the relevant team to ensure it is properly investigated and resolved.
Thank you again for bringing this to our attention.
Warm regards,
Bluebella Customer Care
Reply from Bluebella
Thank you for your feedback.
We’re very sorry to read your comments regarding our customer service, as this is not the experience we aim to provide. We take all feedback seriously and are always striving to support our customers as quickly and effectively as possible.
However, we have not been able to locate any previous contact from you. It’s possible we may not have received your enquiry, or that it was submitted using a different email address.
We would really appreciate the opportunity to look into this further and make things right. A member of our Customer Care team will reach out to you directly using the contact details linked to your order.
Warm regards,
Bluebella Customer Care
If I could give minus stars, I would
If I could give minus stars, I would.
This has been one of the most frustrating customer service experiences I have had. They received my return on the first of March and had to repeatedly chase for any kind of update. nearly 4 weeks later, I was told that part of my refund was being refused because the items were “worn”.
They were not worn. They were tried on for fit, which is entirely reasonable when ordering clothing online. The suggestion otherwise feels like a convenient excuse to avoid issuing a refund.
I disputed this immediately and since then my emails have been ignored. No reply, no attempt to resolve the issue.
To make matters worse, they have not even processed the partial refund they claim I am entitled to. They are also holding onto the items they say they will not refund. So at this point I have neither my money nor the products.
The lack of communication is unacceptable. If there was genuinely an issue, it should have been raised as soon as the return was received, not weeks later after I chased repeatedly. The whole process feels evasive and poorly handled.
I have now had to escalate this further with Trading Standards, which should never have been necessary.
Had I read the reviews beforehand, I would not have ordered. I would strongly advise others to think twice before purchasing.
Disappointing, time consuming and completely avoidable.
1 March 2026
Unprompted review
Reply from Bluebella
Thank you for taking the time to share your feedback, and we’re very sorry to hear about your experience.
We understand how frustrating and disappointing this situation must have been, particularly regarding the delays in communication and the concerns raised around your return. This is not the standard of service we aim to provide, and we sincerely apologise for the inconvenience caused.
We can confirm that a full refund has now been processed. We’re sorry that this was not resolved more quickly or communicated more clearly during your contact with us.
A member of our Customer Care team will also be in touch with you directly to follow up and ensure everything has been fully resolved.
Thank you again for bringing this to our attention.
Your feedback is appreciated and will be used to help us improve our processes going forward.
Warm regards,
Bluebella Customer Care
Never again. Ever.
I had a £40 gift card but ended up spending over £60 on some lingerie and then another £55 on nightwear. I returned the nightwear as it was too large and they only refunded £15 and the refunded the original gift card of £40. I thought this was poor seeing as I already spent well over the original gift card but no go on this and apparently a lot of companies have this policy. The absolute worst thing is that I no longer have the gift card as I used it and deleted it and they won’t give me the details of it due to GDPR and they won’t cancel this old one and reissue it to me. So they haven’t refunded me at all and have now stopped responding to any emails requesting an actual useable refund. I would never shop there again!
8 April 2026
Unprompted review
Reply from Bluebella
Thank you for taking the time to share your feedback, and we’re very sorry to hear about your experience.
We understand how frustrating this situation must be, particularly regarding the way your refund was processed and the confusion around your gift card balance. This is not the experience we want for our customers, and we sincerely apologise for the inconvenience caused.
As part of our refund process, when a purchase has been made using a gift card alongside another payment method, any eligible refunds are returned to the original payment methods used. We appreciate this may feel unclear, especially when multiple transactions are involved, and we’re sorry this was not better explained.
For security and data protection reasons, if a gift card was purchased using a different email address or under a different name, we are only able to share or discuss gift card information with the original purchaser.
A member of our Customer Care team will be in touch with you directly to review your case and ensure everything has been fully checked and clarified.
Thank you again for bringing this to our attention.
Warm regards,
Bluebella Customer Care
Expect to Wait for a Reply/Refund
Update: 5 days after I posted this review. The customer service team processed my refund.
Avoid this company! I’ve been waiting for my refund since 5th Feb 2026, and I still haven’t received anything. They pretend to be helpful, but they don’t actually process refund for you. Really disappointed! It’s such a shame as the quality actually seems decent.
10 April 2026
Unprompted review
Reply from Bluebella
Thank you for sharing your feedback.
We’re sorry to hear about your experience and understand your concerns. To help us look into this further and resolve things as quickly as possible, we’ve reached out to you to request some additional information regarding your order.
Once we have these details, we’ll be able to investigate and support you more effectively. We look forward to resolving this for you soon.
Warm regards,
Bluebella Customer Care
Reply from Bluebella
Thank you for your feedback, and we’re so sorry for the delay with your exchange.
We completely understand how frustrating it can be to be waiting on your items, and we really appreciate your patience. We’ve checked the tracking for you and can see that your order is now on its way to you and should be with you very soon.
We appreciate your patience and apologise again for the wait, and we hope you love your items when they arrive.
Kind regards,
Bluebella Customer Care
More than happy…
The lady could not have been mor delighted with the Leonora bra and briefs in paradise blue. The fit is perfect and the colour suits her beautifully.
25 March 2026
Fell apart on first wash
The organza frill totally came away on the first wash. I contacted Bluebella to tell them and didn't get a response for over 2 weeks. They said there was nothing they could do as I hadn’t followed the hand wash instructions, but I had washed them on their own, on a cold delicates wash. There is no way they should have fallen apart as they did. The quality did not match the price point. I will not be buying from them again
10 March 2026
Reply from Bluebella
Thank you for your feedback, Tamara. We're really sorry to hear about your experience with the Venus Satin set and for the delay in getting back to you.
We understand how disappointing this must have been, especially after your first purchase with us. While we appreciate that you used a delicate machine wash, we do want to clarify that the care instructions for this item specify hand wash only, as machine washing even on a delicate setting can be too harsh for more intricate fabrics and trims like those used in this design.
That said, we understand your concerns around durability and value, and we truly appreciate you taking the time to share your experience. Your feedback has been passed on to our team.
Warm regards,
Bluebella Customer Care
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