Dunelace Reviews 

Part of the purse handle was cut off and I contacted customer service. Here’s their ridiculous response:
“Could you please try sewing it to see if it resolves the problem?”
There’s no way that can resolve the problem-it’s defective. I responded that it wasn’t an acceptable response. I haven’t heard from them since.

I have tried repeatedly to get a contents list for the Cambridge bag, I have bought two for Christmas presents but I need to check everything is included because by December they will not refund

Do not use! Had fraudulent activity on my card that bank has confirmed is linked back to this transaction & the company behind the stock holding. Attempted on day of purchase (luckily blocked) then successful attempt 1 month later

Payment page is dodgey, tried to place the order at payment a block was placed on my card. Tried to pay again and then details wouldn’t go through. Have cancelled the order and placed block on my credit card just in case.

UPDATE based on response from Dunelace - I have emailed numerous times back and forth trying to get help from the support team. I have given you the opportunity to help me before I posted this review - you just need better customer service.

Had high hopes for the bag/concept - whilst the materials feel ok quality, it has been extremely hard to make as there are no step by step instructions and the customer service is TERRIBLE!

There is a 51 minute video with no sound so you have to pause, rewind, play, pause, rewind, play to try understand what they’re doing - there are definitely parts that I didn’t do 100%, it wasn’t made clear at the point of ordering that there were issues with the videos/instructions

I reached out for support via the email on the website….
- First response acknowledged an issue with videos but told me they were on holiday for two weeks, they suggested I checked the website for written instructions (already done) or reach out to the support team (thought this email was that). I replied and asked for a direct link to the written instructions

- Second response didn’t acknowledge what I had said, just sent me a link to their website… which took me to the videos that don’t have sound but not the written instructions as I had been told to use

- Third response - told me that the ‘Bridget bag’ video was only available in French, this wasn’t the bag I ordered…. They then said “For now, you may refer to the step-by-step images provided on our site to assist with the assembly.” But couldn’t provide me a link to these instructions despite me asking twice before and I couldn’t find them on the website from searching myself

- They have now stopped replying….

I think this could be a really good concept if they provide better training materials, are upfront about any issues when customers order and have better customer service when there are issues - don’t reply with blanket answers, check what customers have asked for / ordered, be upfront with known issues when customers place orders, also I don’t care if you’re on holiday - surely someone is still working and can support?!

For what I paid, I’m not sure it’s worth it for how much chasing and getting spun in circles I’ve had

Don't waste your money. They look good quality in the website but when it arrives it's cheap nasty plastic and the colour is significantly different than on the website.

Update - I tried to contact these guys on numerous occasions, everything was ignored so I ended up reporting it via Paypal, they tried to make contact, got nothing so issued me a refund.

In response to your reply, are you actually having a laugh?? Paypal have already refunded me because your company is a scam. WARNING TO ALL OTHERS - avoid like the plague!

Expected delivery from Europe within a week, actually shipping from China lead time 13 days. This seems to be a recurring theme with 1star reviews. As a result this will be late for my granddaughter’s birthday. No warning of or option to cancel due to this Delay. Tracking link in the email is useless. This will be the last purchase I will make from Dunelace.

Arrived 11 days after ordering, from China.

Pieces arrived with significant creases and no instructions. Have requested to return refund but company not yet responded. Will update review if they do. Otherwise I’ll be requesting a chargeback from the bank.

Awful customer service. Do not order.

I ordered a kit from them which took several weeks to arrive. It was due to be delivered by Evri when I was on holiday so I set my preferences for it to be left with a neighbour. The courier ignored this and left the parcel outside my home where it was left in the rain until I got home days later.

I contacted Evri who advised me to contact dunelace directly to arrange a refund or replacement. Dunelace ignored my emails for weeks. I eventually contacted them on Instagram and was told someone would get back to me. A further week later they replied to my email by just re-sending me the Evri tracking link and ignoring the contents of my email. I followed up, repeating the issue and after waiting more than a week for another response, just got sent the same tracking link again.

It’s now been nearly two months since I placed my order and a month since I first contacted them and they’re still ignoring me or only responding with the same tracking link.

I would avoid them at all costs. Seems like a scam service

Awful customer service. Website states the product is stocked in Europe and delivery is 7 days maximum. I ordered a bag kit for an 80th birthday present. It’s been 14 days. No kit. Tracking says it’s coming from China. Sent loads of emails and messages via Instagram and no reply from company. I now have to buy another gift. Website still says 7 days delivery and Europe stocked. It’s all lies. Product might be good (I don’t know yet) but service is terrible.

DO NOT RECOMMEND. If I could give zero stars I would. I ordered a bag in April and was sent a pack with faulty parts. I contacted the company via email the same day the package was received and was promised that a replacement was on the way and to allow 5 days for delivery. When it did not arrive I contacted the company again to be told that there was a stock shortage, more time passed and I was told that the replacement had already been sent and delivered (the tracking number related to the original parcel). When I pointed this out, I was told it hadn't actually been sent but would be now. I have still not received the replacement to date. Terrible customer service with no intention of correcting the mistake and just further unfulfilled promises. For what is a DIY plastic bag (which can be purchased on Amazon for a third of the price) this is completely unacceptable customer service.

I ordered a Dunelace bag kit as a birthday gift to myself on 19th April 2024 (3 month’s ago) and I was so excited to get it. On 13th May I emailed customer services as the order had been ‘in transit’ status for 23 days. They assured me that my order (1808) had been processed and I would receive it soon. That was the last day I heard from them. I have since tried to contact customer services 3 times and have been ignored - absolutely no response.
I’m really sad that I trusted this company, handed over payment and have received nothing.

A previous review has a reply from Dunelace stating they have stock in Europe and ship from there. My package came from China…. The smell of cheap plastic hits you as soon as you open the package. I am beyond gutted, was going to make this then use for my wedding. It’s nothing like the quality on the web site and for me, a total waste of money.

When there was a problem with really poor quality and cheap materials used - even the thread it a different colour to the plastic material used. Also no linings to the bag just the thick plastic wheic was damaged with a large circle imprinten into the outside of one of the main pieces, this comany was nowhere to be found. Despite being extremely responsive pre purchase they didnt answer any of my contacts via website, email, social media messages requesting a return. I even contacted them via paypal (thankfully how I paid) they even ignored that. after a few days paypal refunded my money and claimed it back from the company and the item went into the bin. nothing matches the pictures of the item on their website. If you are happy with cheap items at inflated priced then feel free to buy. My item the Cleo bag is reduced from£53 to £38. I wouldnt rate the value at 38pence it is so bad.

I bought the Dave wallet. I wasn't happy with the cut of the material, the edges are all wobbly and look like they've been cut by hand with regular scissors. I emailed them to obtain details on how to return it as there was no paperwork included in the parcel and their website just features their email. No one has replied and it has been more than a week.

Received the correct product, however quality of materials doesn't quite match site pictures. Tutorials are on YouTube and have poor image quality and no voiceover or instruction, but easy enough to figure out.

I have since found the same product for half the price on Amazon from Chinese company "Mengsiy", so Dunelace appears to be a drop shipping/repackaging company.

I ordered two luggage from this company on 7th of September. Yesterday I received a peace of a cloth without any information. and the tracking website says my items has been delivered. I have a feeling I have been scammed as none of their ways of contact us is working. :((((

The bag took forever to arrive, when it finally did it was clear it had come from china. No issue with that of course, but explains the wait time.
Now the real kicker, the bag is basically a shrunk down version of what I was buying, the sizing does not match up at all and is a third of the size. So disappointed with the purchase and with the total lack of communication from the company I have requested my money back.

I ordered a bag assuming this was an English company. The confirmation email was in French, the price in euros and the email address does not exist. My bank has charged a transaction fee for foreign exchange and I have not received a response to my query via their website.