I had a few issues with quality of clothing I received but I would say this was a one off as as I have ordered other items and the quality is great. I contacted customer services and Amy and Anna res... See more
Company replied
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Review summary
Created with AI, based on recent reviews
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Reviews shaping this summary
Really good quality clothing. Always the softest material and so comfortable. Everything feels nice and thick and well Made. Been purchasing Kaiia clothing since last year, & probably a quarter of my... See more
Company replied
The price is truly justified by the quality of their clothes - I’m particularly fond of the hoodies and joggers, though I have bought some shorts and one of the bathing suits before. The shorts... See more
Company replied
Amy dealt with my query from start to finish, with several emails going back and forth. Very helpful to have the continuity of the same advisor each time. She was as helpful as she could be, within th... See more
Company replied
Company details
Written by the company
Designed exclusively in the UK, KAIIA was born to inspire and deliver an elevated approach to fashion-forward street style for the modern, urban, cool-girl. With a laid back edge at the core, KAIIA THE LABEL is on a mission to make young women feel empowered through a curated wardrobe that provides wardrobe staples with a fearless edge and a subtle sexy aesthetic, no matter what shape or size. Elevation is our ethos. #WEAREKAIIA
Contact info
United Kingdom
- support@kaiiathelabel.com
- kaiiathelabel.com
4.4
Excellent
1k reviews
No history of asking for reviews
This company hasn't invited their customers, so reviews may not be representative
Replied to 98% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
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Clothes look worn already!!
21 March 2026
Unprompted review
Reply from Kaiia The Label
Hi Katie,
We sincerely apologise for any inconvenience you may have experienced due to the condition of the clothes you received. It is our commitment to provide high-quality products, and we are truly concerned to hear that the items appeared worn upon arrival.
To assist you further, we kindly ask that you reply to the message from Trust Pilot requesting your order details. This will allow us to identify your order and investigate the issue more thoroughly.
Once we have the necessary information, we will do our utmost to resolve the situation to your satisfaction. Whether that involves a replacement, a refund, or another solution that works best for you, we are here to help.
Thank you for your understanding and patience in this matter. We look forward to hearing from you soon and resolving this issue to your satisfaction.
Laura
I bought several items off TikTok shop…
I bought several items off TikTok shop and they are amazing, great quality, super comfy , great sizing and fast delivery. I’m obsessed with this brand now
18 March 2026
Unprompted review
Reply from Kaiia The Label
Hi Danielle,
Thank you for taking the time to share your feedback regarding your recent purchases from Kaiia through TikTok Shop. We are thrilled to hear that you are enjoying the items you ordered!
Your comments about the amazing quality, super comfy fit, and great sizing are greatly appreciated. We strive to provide our customers with products that not only meet but exceed their expectations. Additionally, we are glad to know that you experienced fast delivery, as we understand how important it is for our customers to receive their orders promptly.
It is wonderful to hear that you are now obsessed with our brand! We take pride in our offerings and are committed to ensuring that our customers have a positive shopping experience. If you have any further feedback or if there is anything else we can assist you with, please do not hesitate to reach out.
Thank you once again for your support and for being a valued customer of Kaiia. We look forward to serving you again in the future.
Sarah x
Like Kaiia nice tracksits
17 October 2025
Unprompted review
Reply from Kaiia The Label
Hi Lauren,
Thank you for taking the time to share your feedback regarding our products. We truly appreciate your thoughts on the tracksuits, and we’re delighted to hear that you like them!
At Kaiia, we are committed to providing high-quality items that not only meet but exceed the expectations of our valued customers. Your input is incredibly important to us, as it helps us refine our offerings and enhance your shopping experience.
If you have any specific suggestions or additional comments that could help us achieve a 5-star rating in your eyes, we would love to hear them. Your insights are invaluable in guiding us toward improvements that matter most to you.
We look forward to hearing more from you and hope you continue to enjoy our products. Should you have any questions or require assistance, please do not hesitate to reach out. Our team is here to help you in any way we can.
Thank you for being a valued customer!
Sam x
I’m obsessed!
Kaiia The Label has quickly become my go-to place to shop! I absolutely love their clothing – they offer such a great variety of styles for both summer and winter, and everything I’ve ordered has been amazing quality. Delivery is always fast, which is a huge bonus, and they run regular sales that make it even better to shop with them. I couldn’t recommend them more. Thank you, Kaiia!
21 March 2026
Unprompted review
Reply from Kaiia The Label
Hi Katie,
Thank you for taking the time to share your wonderful feedback! We are thrilled to hear that Kaiia has become your go-to shopping destination. Your enthusiasm for our clothing and appreciation for our variety of styles, both for summer and winter, truly means a lot to us.
We take great pride in ensuring that our products are of exceptional quality, and it’s fantastic to know that your experience has reflected that. We also strive to provide fast delivery and regular sales to enhance your shopping experience, so we are glad to hear that these aspects have been beneficial for you.
Your recommendation is invaluable to us, and we are grateful for your support.
Thank you once again for choosing Kaiia, and we look forward to serving you again soon!
Amy x
Fast shipping and great quality
Fast shipping, great quality items. Not too heavy but so comfy and warm!
21 March 2026
Unprompted review
Reply from Kaiia The Label
Hi Angel,
Thank you for your valuable feedback! We are thrilled to hear that you experienced fast shipping and that our items met your expectations in terms of quality. It’s wonderful to know that you found them not only comfortable and warm but also lightweight.
At Kaiia, we strive to provide our customers with products that enhance their experience, and your satisfaction is our top priority.
We appreciate your support and look forward to serving you again soon!
Sarah x
I ordered 2 tracksuits from this…
I ordered 2 tracksuits from this company. One black on black, one grey with brown stripes.
The black on black tracksuit came with a hole on the leg seam, which after complaining they refused to give a full refund unless I returned the item. After one wash the hoodie’s inside stitching all frayed and i had to cut the frayed edges to make it not feel horrendous on my skin.
I thought this was potentially a faulty tracksuit as out of the two it was a new item that had only just been stocked.
Well here I am now, with the second tracksuit now having a hole in the leg seam aswell! The quality of these items are awful. Would not recommend and will not be purchasing from these guys again. Dissapointing because the products look nice online.
20 March 2026
Unprompted review
Reply from Kaiia The Label
HI Mini,
We sincerely apologise for the issues you've encountered, and we want to assure you that your feedback is invaluable to us as we continuously strive to enhance our products and services.
We understand how disappointing it can be to receive items that do not meet your expectations, particularly when it comes to quality. Your satisfaction is our top priority, and we are committed to resolving this matter for you as swiftly as possible.
To assist you further, we kindly ask that you reply to the message from Trustpilot with your order details. Once we have this information, we will be better equipped to address your concerns and find a suitable resolution.
Thank you for your understanding and patience. We look forward to hearing from you soon so we can assist you further.
Laura
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Hi Mini,
Thank you for providing your order details. I can see form our records that we offered a partial refund for the first track suit, which you accepted, and you decided to keep it. I sincerely apologise for the inconvenience you are experiencing with the second track suit.
Rest assured, our support team will be reaching out to you shortly to address this issue and ensure that we find a satisfactory resolution for you. Your satisfaction is our priority, and we are committed to making this right.
Thank you for your understanding.
Laura
Reply from Kaiia The Label
Hi Sandra,
Thank you for your valuable feedback! We are thrilled to hear that you had an amazing experience at Kaiia. Your satisfaction is our top priority, and we are dedicated to providing our customers with the best products and service possible.
Thank you again for your kind words, and we look forward to serving you in the future!
Amy x
Reply from Kaiia The Label
Hi Frankie,
We truly appreciate your feedback and are always eager to hear from our valued customers. Your insights are invaluable in helping us improve our services and offerings.
If you have specific comments or suggestions regarding your experience, please feel free to share them. We are committed to ensuring that every interaction with our brand is positive and meets your expectations.
Thank you for being a part of the Kaiia community. We look forward to hearing from you soon.
Sam x
Reply from Kaiia The Label
Hi Ellie,
Thank you for taking the time to share your feedback with us! We're thrilled to hear that you found our products to be a great fit and so comfortable. Your satisfaction is our top priority, and it's wonderful to know that you plan to continue purchasing from us.
At Kaiia, we strive to provide high-quality products that not only meet but exceed your expectations.
Thank you for being a valued customer!
Laura x
best tracksuits on the market
best tracksuits on the market, regular drops and discount codes, most affordable, comfiest tracksuits on the market
20 March 2026
Unprompted review
Reply from Kaiia The Label
Hi Louisha,
We appreciate your feedback and are always looking for ways to improve our offerings.
At Kaiia, we pride ourselves on providing some of the best tracksuits on the market. Our collection is designed with both comfort and style in mind, ensuring that you not only look good but also feel great while wearing our products.
Thank you for being a valued customer! We look forward to serving you again soon.
Sarah x
Great company and such lovely clothing
Great company and such lovely clothing. Fast delivery. Eould highly recommend this company
20 March 2026
Unprompted review
Reply from Kaiia The Label
Hi Danielle,
Thank you so much for your lovely review! We’re so happy to hear you’re loving our clothing and fast delivery. Your recommendation means so much to us — we can’t wait to have you shop with us again.
Sam x
Best go-to brand
The best soft quality clothing I have bought. Sizing is perfect and quality amazing. Together with the colours and styles, this is my go to brand!
20 March 2026
Unprompted review
Reply from Kaiia The Label
Hi Jo,
Thank you for such a lovely review! We’re so glad you’re loving the quality, fit, and styles — hearing that we’re your go-to brand truly means so much to us.
We can’t wait to have you back shopping with us again soon!
Amy x
Broke the law…
Ordered a pair of their wide leg logo black on black joggers which when arrived did not match what was advertised. Emailed them and (after a lot of back and forth) they assured me this was a one-off defective item, and that if I returned and re-ordered I would receive an item that matched what was advertised. So I returned them (but was not completely refunded). As it was only a small amount I was not refunded I ordered again as I did want the item advertised and trusted this was a one-off defective item as they said, but again a defective item arrived. Had to email again for a refund where I highlighted that they had not only lied to me (by stating it was a one-off defective item when actually they had a whole batch of defective items they are maybe trying to offload on unwitting customers - do not order specifically the wide leg logo black on black joggers as their current batch do not match the website) but falsely advertised an item, and broken the law by not refunding me completely the first time. I actually had to email a link to the government website that states customers are entitled to a full refund (including standard delivery charge) if they initiate a return within 14 days no matter the condition of the product provided, but especially if the product provided does not match what has been paid for. I fear that is common sense. Either they knowingly broke the law hoping I wouldn’t notice, or they are a business operating not knowing the law; both are troubling. Save your time and energy and order elsewhere. I did get my full refund eventually but only after roughly 20 emails sent back and forth, many photos of items, barcodes, and packaging sent to them, and having to research my rights as a consumer to inform them. Any company who needs their customers to inform them of consumer rights is not reputable in my opinion. Other items I have from them have pilled really quickly. They are comfy clothes but after a few wears look so dishevelled I wouldn’t leave the house in them.
18 February 2026
Unprompted review
Reply from Kaiia The Label
Hi Emily,
Thank you for reaching out and sharing your experience with us regarding the wide leg logo black on black joggers. We sincerely apologise for any inconvenience and frustration you have encountered with your orders.
We understand that receiving a product that does not match what was advertised is disappointing, and we regret that you had to go through multiple exchanges and communications to resolve this issue. It is our goal to ensure that every customer receives high-quality items that meet their expectations.
We also apologise for the initial oversight with your refund. Thank you for bringing this to our attention and for sharing the relevant information around consumer rights. We are committed to treating all of our customers fairly and in line with regulations, and your experience has highlighted areas where we need to improve.
To resolve this matter as quickly as possible, I kindly ask that you reply to the message from Trust Pilot with your order details. This information will allow us to investigate the issue further and work towards a satisfactory resolution for you.
Thank you for your understanding and patience in this matter. We are committed to making this right for you.
Sarah x
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Hi Emily,
Thank you for providing your order details. I want to assure you that we have thoroughly reviewed your account, and I can confirm that both of your orders have been fully refunded.
We understand that this situation has caused you inconvenience, and we sincerely apologise for any frustration it may have caused. To ensure we address your concerns appropriately, our support team will be reaching out to you shortly. They are committed to discussing the matter further and exploring ways to make it right for you.
Your satisfaction is very important to us, and we appreciate your patience during this process.
Laura
This is the most comfiest tracksuits I…
This is the most comfiest tracksuits I have ever had, the material is amazing and is still perfect after being in the washing machine
19 March 2026
Unprompted review
Reply from Kaiia The Label
Hi Milly,
Thank you so much for your lovely review! We’re so happy to hear you’re loving how comfy your tracksuit is and that the quality is holding up perfectly after washing. That’s exactly what we aim for! Thanks again for your support.
Sam x
Sick good quality products and the team…
Sick good quality products and the team is so lovely
20 March 2026
Unprompted review
Reply from Kaiia The Label
Hi Milana,
Thank you so much for your amazing feedback! We’re so happy to hear you love the quality of our products, and your kind words about the team really mean a lot to us.
We appreciate your support and can’t wait to have you shop with us again!
Sarah x
Fast Delivery and great quality…
Fast Delivery and great quality products!!
19 March 2026
Unprompted review
Reply from Kaiia The Label
Hi Paige,
Thank you for the fantastic feedback! We work hard to ensure our products reach you quickly without compromising on quality. We're so glad you're happy with your experience.
Hope to see you again soon.
Lucy x
Burgundy jumper and jogging trousers
I bought a separate jumper and jogging trousers in burgundy which was well made but the shades were slightly different so weren’t quite a match. I had a query and Anna dealt with it quickly, thanks
19 March 2026
Unprompted review
Reply from Kaiia The Label
Hi,
Thank you for reaching out and sharing your experience with us.
We understand how important it is for items to match in color, and we apologise for any inconvenience caused by the slight difference in shades. Our team strives to ensure that our products meet high-quality standards, and your feedback is invaluable in helping us improve.
We are pleased to hear that Anna was able to assist you promptly with your query. Providing excellent customer service is a top priority for us, and we are glad that she could address your concerns quickly.
We look forward to serving you again in the future.
Amy x
Marie, Anna and Amy
Marie, Amy and Anna were brilliant in dealing with my problem. They were all so polite and helpful.
19 March 2026
Unprompted review
Reply from Kaiia The Label
Hi Mia,
Thank you so much for the kind words! We’re so glad Marie, Amy, and Anna could help get things sorted for you. I’ll be sure to pass your praise along to them—it will truly make their day! We’re lucky to have them on the team, and we're happy we could turn your experience around.
If there is anything else that we can assist you with, please don't hesitate to reach out. We're here to help.
Sarah x
Bought a tracksuit they’ve got…
Bought a tracksuit they’ve got advertised all over their page and tiktok. On the videos the stripe down the arm of the jumper and the stripe down the leg of the joggers are identical colour, as it should with it being a tracksuit. Jumper came in the correct colour. Joggers however, a bright baby blue. Emailed to inform, gave me a discount code as they don’t allow exchanges and didn’t want to mess around with sending back waiting for refund and re ordering. Ordered a second pair of said joggers for them to come again the complete wrong shade. Honestly it’s laughable. Why advertise a tracksuit and it come like they’re meant to be paired with something else.
18 March 2026
Unprompted review
Reply from Kaiia The Label
Hi there,
We understand how frustrating it can be to receive items that do not match the advertised colours, especially when they are meant to be paired together as a tracksuit.
Your feedback is important to us, and I want to ensure we address your concerns effectively. To resolve this matter as quickly as possible, I kindly ask that you reply to the message from Trust Pilot with your order details. This information will allow us to investigate the issue further and work towards a satisfactory resolution for you.
Thank you for your understanding and patience in this matter. We are committed to making this right for you.
Sarah x
Excellent quality off clothes and…
Excellent quality off clothes and amazing texture, think this will be my new clothes shop for tracksuits!
19 March 2026
Unprompted review
Reply from Kaiia The Label
Hi Rebecca,
We really appreciate the kind words! Quality is everything to us, so we're glad you’re feeling the texture.
Thanks for choosing us as your new go-to shop—we’ll be ready when you’re looking to add another color to your collection!
Amy x
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