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
Created with AI, based on recent reviews
What people talk about most
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
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
I will be purchasing from Bluebella again
I got my bra size wrong but the Bluebella team was very helpful with solving my issue even though they didn't have to per se since it was my mistake. Otherwise I'm always very happy with the quality of the products. I will be purchasing from them again. Bluebella is honestly my favourite lingerie brand.
23 March 2026
Reply from Bluebella
Thank you for your feedback. We’re sorry to hear that you found the item to be overpriced and not reflective of the quality you expected.
At Bluebella, we strive to balance design, craftsmanship, and materials to create pieces that feel both special and accessible, and we regret that this wasn’t your experience on this occasion.
Your comments have been shared with our team, as we’re always looking to improve both our products and the value we offer to our customers.
If there’s anything further you’d like to discuss, our Customer Care team would be happy to assist.
Warm regards,
Bluebella Customer Care
My order was never sent
My order was never sent! It took about a month and countless emails to get a response, and I have still not received my refund - I placed the order over 3 months ago. I’ve had to issue a claim with my bank, which is open a few more weeks before being auto settled, as Bluebella has not responded.
Update: Thank you for your response - I filed the claim with my bank after 6 weeks of emailing Bluebella with no response. I will not withdraw the claim with my bank, as I’m unable to trust a refund will be issued. The claim is still open, after 2 months, as Bluebella has not responded to my bank’s outreach - again failing to operate properly or honestly. The deadline is this month, after which the case will be closed in my favor, due to Bluebella’s failure to respond or fulfill their role as an honest company.
8 March 2026
Reply from Bluebella
Thank you for your feedback, and we’re really sorry to hear about your experience.
We understand how frustrating this must have been, especially with the delay to your order and refund. We can confirm that we have been in touch with you via email regarding this.
In relation to your order, a chargeback has been opened. Once a chargeback is initiated, the refund process is handled directly by your bank or payment provider, which means we’re unable to process a refund on our side while the case is active.
If you would prefer for us to handle the refund instead, the chargeback would need to be withdrawn first, and we’d be happy to assist further from there.
Kind regards,
Bluebella Customer Care
Return Process Experience
Articles of clothing are gorgeous. I struggled with fitting & size on a few of the pieces had to do a return. There was some back-and-forth tracking down the return package, but the team was incredibly helpful always responsive. Will definitely order again.
27 February 2026
Their items are beautiful and nice…
Their items are beautiful and nice quality. I had an extremely delayed response from customer service about a return and took several tries over a month to get through to them; however they finally sent a lovely email and the return. I would buy from them again but know they can be hard to reach if there is an issue. Love their products.
25 February 2026
Excellent service and beautiful…
Excellent service and beautiful delicate but supportive bras that go up to larger band sizes which is great.
31 March 2026
The item I purchased online was not available
I chose an item and paid for it, requesting express delivery. The day before it was due, I was told it wasn’t available, which I find unacceptable for an online sale.
29 March 2026
Reply from Bluebella
Thank you for your feedback. We're very sorry to hear that the item you wanted was out of stock. We understand how disappointing this can be, especially when you’ve found something you love.
While we do our best to keep all items available, demand for certain styles can sometimes exceed expectations, leading to temporary stock shortages. We sincerely apologise for any inconvenience this may have caused.
A member of our Customer Care team will be happy to assist you with alternative options or advise on restocks.
Warm regards,
Bluebella Customer Care
Shockingly high return fee - slow refund
I’m very disappointed with this company! They charged me €9.20 for a return just because the size wasn’t right. Other retailers only charge €1–2 for returns, but they charge €9.20 because They are compensating for their logistics inefficiencies (i.e. not operating a warehouse within EU) still it is anything but (EU) customer friendly.
31 March 2026
Unprompted review
Reply from Bluebella
Thank you for your feedback.
We completely understand how frustrating this can be, particularly when return costs are higher compared to companies based within the EU.
Please rest assured that your feedback has been shared with the relevant teams, as we are always striving to improve our customers’ experience.
Warm regards,
Bluebella Customer Care
Been trying to return something.
Been trying to return something.
The Contact Us goes nowhere.
I can't log in to my account.
16 February 2026
Reply from Bluebella
Thank you for taking the time to leave a review.
We’re very sorry to hear that you’ve experienced difficulties when trying to return your item.
While return information is available on our FAQ page, we understand this process hasn’t been straightforward in your case. A member of our Customer Care team has reached out to you directly to provide further assistance and help resolve this for you.
Warm regards,
Bluebella Customer Care
Terrible experience poor quality and fit
Terrible experience. Poor quality of goods. Appalling customer service and I won’t be shopping here again!
14 January 2026
Reply from Bluebella
Thank you for your feedback. We're very sorry to hear about your experience and that both the quality of your items and our service did not meet your expectations.
We understand how disappointing this must have been, and we sincerely apologise for the delay in our response.
We take all feedback seriously and will be sharing your comments with the relevant teams as we continue to improve both our products and customer experience.
Warm regards,
Bluebella Customer Care
Good luck getting a refund
Refunds take weeks/months to process even if they receive the good back within a few days. They use AI bots to respond to your emails (which also takes them weeks to get back to you for some reason) so you have to repeat the same issue(s) over and over again. In the end I had to resort to a chargeback as I wasn't even sure I would hear from them again. Honestly such a shambles of a company.
26 March 2026
Unprompted review
Reply from Bluebella
Thank you for taking the time to leave a review.
To help us assist you further, we have requested some additional information. Once we receive this, a member of our Customer Care team will be in touch to provide support.
Warm regards,
Bluebella Customer Care
Poor customer care
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 to even get an email from customer care. Avoid like the plague
Edit: to be fair and balanced the refund eventually came. Upgraded to 3 stars.
8 January 2026
Reply from Bluebella
Thank you for your feedback. We're very sorry to hear about the frustration caused by the investigation into your returned items.
As part of our standard company policy for lost returns, we always investigate with both the courier and our warehouse before issuing a refund. This process is in place to ensure all returns are tracked accurately and handled fairly.
We appreciate your patience during this process, and a member of our Customer Care team has been in touch directly to confirm your refund.
Warm regards,
Bluebella Customer Care
I purchased a beautiful white lace…
I purchased a beautiful white lace basque for my daughters wedding I gave it to her she was delighted unfortunately I ordered the wrong size I had ordered weeks before I gave it to her so was over the 30 days to return I emailed Bluebella and they were amazing they understood and swiftly let me return the basque and order a smaller size I was so grateful as was my daughter the return process was quick and easy I wouldn’t hesitate to purchase more goods in the future thank you blue Bella perfect response
23 March 2026
Unprompted review
Always love Bluebella's pieces
Always love Bluebella's pieces, they are stunning and so well-crafted. I do wish the 34 bras had one extra hook tighter, but they are still gorgeous pieces and I am a regular to your brand. Added to that, the deliveries come fast!
24 February 2026
Still waiting for my reimbursement after almost two months!
I ordered three items on January 31st. O received them on February 6th, but decided to return them because they didn't suit me. I sent all of the items back on February 8th. By February 27th they still hadn't sent a reimbursement, so I reached out. They told me to wait. Meanwhile I also received their automated confirmation that my return has been received on March 5th. But I'm still waiting for the reimbursement. That's absolutely unacceptable.
25 March 2026
Unprompted review
Reply from Bluebella
Thank you for sharing your feedback. We’re truly sorry to hear about the delay in receiving your refund.
At Bluebella, we pride ourselves on delivering a seamless and considered experience, so it’s disappointing to know we fell short on this occasion. We completely understand how frustrating this must have been.
We can confirm that your return has now been refunded. The agent handling your case will be in touch shortly should you need any further assistance or have any additional questions.
Warm regards,
Bluebella Customer Care
Not great
Not great! sent me faulty item, I asked for replacement and was fobbed off with nonsense email.
I’ve been waiting for a response for over a week.
Definitely would not use again
19 March 2026
Unprompted review
Reply from Bluebella
Thank you for taking the time to leave a review. We’re sincerely sorry to hear that you received a faulty item.
We completely understand how disappointing this must be, and please rest assured that this is not the experience we want for any of our customers.
We have requested some additional information so that a member of our Customer Care team can follow up with you regarding this issue and assist further.
Warm regards,
Bluebella Customer Care
I never received my order and never…
I never received my order and never heard back from customer service after emailing them.
16 February 2026
Reply from Bluebella
Thank you for taking the time to leave a review. We’re sincerely sorry to hear that you have not received your order.
We can confirm that the Agent handling your case has opened an investigation with the courier. However, we apologise that we have not yet been able to locate your parcel.
A member of our Customer Care team will be in touch with you directly to provide a further resolution.
Warm regards,
Bluebella Customer Care
Terrible customer Service
I am waiting almost 2 months for a refund. I received an email that you received my return and have sent 3 emails to customer service and have received no response. I am a repeat customer and have never seen anything like this.
9 February 2026
Reply from Bluebella
Thank you for your feedback. We're very sorry to hear that your refund has taken longer than expected and understand how frustrating this must have been.
Our team works hard to process refunds as quickly as possible, however occasional delays can occur. We sincerely apologise for any inconvenience this may have caused.
The Agent handling your case will follow up with you shortly to confirm your refund and check if you require any further assistance.
Warm regards,
Bluebella Customer Care
Horrible customer support
Their sizing chart is completely misleading. Therefore I had to send my order back, that was end of February. Since then I’m still waiting on my refund. I have been trying to contact customer service several times regarding my refund and haven’t received any response. Super frustrating and unprofessional!
20 March 2026
Unprompted review
Reply from Bluebella
Thank you for your feedback. We're very sorry to hear about your experience and understand how frustrating this must have been.
We’re sorry to hear that the sizing did not meet your expectations and that you’ve experienced delays in both your refund and our response. At present, we’re experiencing a higher volume of enquiries, which has unfortunately led to longer response times than usual. Our Customer Care team works through requests using a queue system to ensure all enquiries are handled fairly and in the order they are received.
To help us resolve this for you as quickly as possible, we have requested some additional information regarding your return. Once we receive this, a member of our Customer Care team will be able to assist further and provide an update on your refund.
Warm regards,
Bluebella Customer Care
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