Hoxton Gal Reviews 163

Item was of good quality HOWEVER, not true to size, I try to contact Debenhams to arrange a return, but been advised I need to contact Hoxton Gal directly, which I have done at least twice, but not received any response. The more they don't respond, the later it is to even return to the item! This is not the end of my investigation. Do not use this "company" at all cost.

UPDATE: 27.01.2026
Received my order but the clothes didn't fit. I contacted "Hoxton Gal" which is the brand as per the Debenhams returns portal, and received no communication for a long time. Eventually, Hoxton Gal (bearing in mind, the longer they leave it, the closer it gets to the returns deadline), they provided me with a Royal Mail returns label which I then arranged. Tracking number I have proves it was delivered back to them on 09.01.2026. It is now 27.01.2026 and there is no refund! I have returned it in time, but they have made it extremely hard for customers to return. I contacted Hoxton Gal a number of times about the refund process and they said they had completed the refund process, but yet, no refund. I asked them when was the refund issued and when will it likely get back into my account, and they are now saying, contact Debenhams for refunds. Now, Debenhams have no telephone number, they have an email address, which i have emailed numerous times. They have Facebook messenger which I don't have. This is utterly ridiculous and downright robbery!

Advice for anyone ordering from Debenhams OR Hoxton Gal - just don't bother. It's far more hassle than It's worth. Clearly they are making it as hard as possible for customers to get help, and quite frankly I am taking my business elsewhere where it will be valued and appreciated.

UPDATE 02/02/2026
Received email from Debenhams on 01/02/2026 saying they aren't issuing a refund because Hoxton Gal told them the item is not in a condition to be resold and has visible tears which is nonsense. I tried it on for size ONCE, repacked it and sent it back. Please note - Hoxton Gal told me prior to Debenhams email yesterday, that the refund process was completed.

BOTH COMPANIES ARE A FRAUD. DO NOT BUY

This is a scam company!!! purchased an item via Debenhams who I had thought was a reputable seller. However the item is poor quality and I wish to return. Debenhams have advised I must contact Hoxton Gal via email which I did on 18.12.25, then again on 28.12.25. I contacted via the chat function on their website on 30.12.25.

I’ve had no response to any of the communications and as it stands I’m unable to return the poor quality item. Daylight robbery, I’ll be contacting trading standards and making a claim via my bank now.

Fabulous Top, so different to what you would get in the shops.
Very stylish and lovely cut.
I would love more in different colours especially Pink💕

Great customer service! The team was friendly, patient, and very helpful. My issue was resolved quickly and professionally. Thank you!”

Lovely jumper, great quality, unfortunately too large for a Small size. Emailed the team about a return and had a response super quickly with all of the necessary return details.

Very poor customer service. I made a purchase through the Debenhams website from Hoxton Gal and, after encountering an issue, contacted them several times. They never replied. No support, no updates, nothing. They’re quick to take your money but impossible to reach when you need any help. I wouldn’t recommend them.

Unfortunately had to return the jumper I order as it was on the large side. Fantastically quick response from this company with advice and label n how to return it. Thank you Dawn.

I have returned my item and I am still waiting for my refund. I have sent many emails askimg for refund. I just keep getting email saying give your order references. Which I have so many times. Will not be ever buying from them again. Avoid

Thank you Mert for all your help. Return all done!You was a great help!

I bought two items from Hoxton Gal through Debenhams. One was absolutely perfect—stylish, well-made, and true to size. Unfortunately, I had to return the second item due to sizing, and that’s where things got tricky.
The return process was frustrating, but the issue was clearly with Debenhams' marketplace system, not Hoxton Gal. Thankfully, Hoxton Gal’s customer service was fantastic—quick to respond, helpful, and genuinely committed to resolving the issue.
Despite the hiccup, I’d definitely shop with Hoxton Gal again. Just a heads-up: if you’re buying through a marketplace, returns might not be as smooth. Direct purchase might be the better route!

Good quality 🙏🏼 Thank you

Everything was great

Absolute scam of a company I ordered six dresses from this company via boo-hoo and Debenhams two of the dresses were NOT delivered. I spoke to Hoxton gal CUSTOMER SERVICE WHO SAID THEY WOULD SEND ONE OF THE MISSING DRESSES AND REFUND THE OTHER ONE… I HAVE RECEIVED NEITHER! I THEN CONTINUE TO ATTEMPT TO WEAR TWO OF THE OTHER DRESSES ON MY HOLIDAY TO FIND BOTH DRESSES DAMAGED AND EXTREMELY POOR QUALITY UPON MY RETURN I HAVE BEEN CONSTANTLY TRYING TO CONTACT THEIR CUSTOMER SERVICE TO FIND OUT HOW TO RETURN THE DRESSES FOR A REFUND. ONE WAS WORN ONCE FOR THREE HOURS AND THE OTHER ONE IS BRAND-NEW NEVER WORN POOR QUALITY CLOTHING & POOR CUSTOMER SERVICE I WOULD AVOID !!!!

This supposed dress is dreadful, it’s so light it’s transparent. It arrived rolled up in a plastic bag and creased so badly. I’m
furious over this because you’d get better in Primark for a fraction of the cost and even at that you wouldn’t buy it. The postage and the customs cost on top of the item was also atrocious. I’m left now with an extortionate costly dress I’ll never wear. Dissatisfied and disappointed doesn’t cut it. Don’t waste your money you’d get better at Temu and that’s a compliment.

Very good service in the end. Took longer than I thought for you to answer my returns email, but thank you, I must be more patient in future.

The wrong clothing size had been sent and due to some personal difficulties, I had no time to arrange the return/exchange so went over the date required to action this. Having explained the mistake, items were still in original packaging and not worn, the customer service was understanding and allowed me to exchange the products.

Items arrived quickly. Very nice but found the blouses quite tight so have returned them via Royal Mail. This is a great service as they collect from home and bring a returns label. The only down side is trying to fill out the returns label, it is quite to tricky to fill out as you have to do it sort of bottom to top but got there in the end.

Ordered a top from Debenhams which was in fact from HOXTONGAL!!!!!! who I had never heard of before.
The item i ordered was too big and it seemed Impossible to find out how to return.
I was then messaged by the company to tell me how to do it and although I had tried the same thing before this time it worked
I would like to thank that person for the help and say that they were very helpful.
If they could make returns much less complicated I would use again as they have some very nice/different items
Regards

Order arrived fast, nicely packaged and looked just like the pictures. Beautiful piece!