I made several purchases on their online shop, around 10, for a decent number of clothes. Usually clothes are good quality and in perfect condition, some are packaged / sealed, others in an open... See more
Company replied
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Review summary
Based on reviews, created with AI
What people talk about most
Based on these reviews
1. There are frequent issues when shopping, especially with selecting colors and sizes. For example, choosing “white” often leads to other colors being shown instead. 2. After viewing a... See more
Company replied
Products are very good but making a return although pretty simple to do, take a long time to go through and their customer service is terrible.
Company replied
I finally got my refund. Was a little worried as I had waited nearly a month for even an update on my return but after contacting support via their contact form, Aline expedited my case and I was re... See more
Company replied
Company details
- Haute couture fashion house
- Children's clothes shop
- Clothing Shop
- Men's clothes shop
- Shopping outlet
- Ladies' clothes shop
About Otrium
Written by the company
Wear over waste
We want all clothing produced to be worn. No new clothing in landfills. We partner with fashion brands to sell archive or older collections at irresistible prices. But Otrium is more than amazing fashion deals. We are smarter for your wardrobe.We are smarter for your wallet.We are smarter for your world. Up to 75% off fashion brands you love, every day.
Otrium app
Hundreds of designer outlets in one app
You can easily find archive fashion you love online and on our app. Scan the QR code to download the Otrium app!
Contact info
Danzigerkade 16A, Amsterdam, Netherlands
- otrium.com
3.2
Average
8K reviews
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
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See how their reviews and ratings are sourced, scored, and moderated.
ZERO CUSTOMER SERVICE
Ordered a belstaff coat on 26th dec 25 .... tracking info provided but no sign of the item with royal mail. Several emails and contact forms later and still no further along. Cannot get hold of anyone to chase the whereabouts of my missing item. I will now do a chargeback on day 14 with my credit card. AVOID - ZERO CUSTONER SERVICE BAR AUTOMATED RESPONSES!!
26 December 2025
Unprompted review
Reply from Otrium
Hi Julie,
We understand your frustration and sincerely apologize for the inconvenience. Your order has now been refunded, so you should see the amount back on your account shortly.
Thank you for your patience.
Warm regards,
The Otrium Team
Very bad customer service
Placed an order on the 24th December, had an update saying it is on its way with royal mail, tracking says they still haven't received it from the company. I have tried numerous times to contact this company via their chat service, only to get an automated email with the tracking details, I then replied to this and sent more messages through their contact page, to get no reply other than the same email reply.
It is impossible to speak to anyone at this company, I didn't want to leave this bad review but was given no other options. I will wait another 14 days then request my money back via my bank.
5 January 2026
Unprompted review
Reply from Otrium
Hi Keel,
Thanks for your message. We can confirm that your order has now been fully refunded. The amount should be visible on your account within a few working days, depending on your bank.
Sorry for the frustration and inconvenience this caused.
Kind regards,
The Otrium Team
I have ordered a jacket which cost me…
I have ordered a jacket which cost me almost 200£ still haven’t received it 3 weeks ago and there’s no way to contact them i have tried everything to contact them but nothing.
avoid please
3 January 2026
Unprompted review
Reply from Otrium
Hi Omar,
Thanks for your message. If you’re referring to order OUK-161915 (£183.90), which was placed on 27/12/2025, we kindly ask for a bit more patience. Since the order is coming from the UK and due to the holiday period, delivery and updates may take a little longer than usual.
Thank you for your understanding, and please feel free to reach out if you have any further questions.
Kind regards,
The Otrium Team
I placed an order for a sweatshirt on…
I placed an order for a sweatshirt on 11 December. I had an email saying it had been dispatched and sent via Royal Mail 48hrs tracked but as of today (28th December) Royal Mail say they have not received it as yet and I have not had any communication from Otrium to say what is happening
28 December 2025
Unprompted review
Reply from Otrium
Hi Mona,
Thank you for bringing this to our attention. We apologize for the delay and the inconvenience caused. This period, around the holidays and new years, we experience a lot more delays than usual but your order seems to be taking longer than usual. So we have decided to refund your order: OUK-160030.
Apologies for the delay.
Warm regards,
The Otrium Team
Total rip-off
Total rip-off. They’re selling cheap knock-offs with fake labels. I got hit with a £10 shipping fee and ended up feeling like a fool once I saw the actual quality. Do yourself a favor and don't buy anything from here
18 December 2025
Unprompted review
Reply from Otrium
Hi Iryna
We’re sorry to hear that you feel this way, but we’d like to clarify a few important points.
We do not sell fake or knock-off items. All products on Otrium are 100% authentic and sourced directly from official brands and authorized partners. We stand firmly behind the authenticity of everything we sell.
Regarding shipping costs, our standard shipping fee is £5.95, not £10. If you believe you were charged differently, we’d be happy to look into this for you.
You can easily return your items, following these steps: https://help.otrium.nl/en-gb/articles/74-how-can-i-return-my-item-s?_gl=1*1b6dmi6*_ga*MTcyODQ5MDM2MC4xNzU2OTEwMjkz*_ga_XHK1GCCSPR*czE3Njc2ODgwNjgkbzUwJGcwJHQxNzY3Njg4MDY4JGo2MCRsMCRoNTgzNDA4MTU.*_fplc*aFgwRkdQVUV1OFlVN2hGeE5MMDBHQlgwZ0tMbDc1T3FwMGZLc3hlMzdxTjlUa0NUVXRNNDVuUFVCbWNuOGFDWDZIc040NmZ4U041ejZMWTVBOW0zaGoxWnRZJTJGJTJCTHp5MERYcERmcW5Gclp3c3ZBcWglMkY1MkxQWFFxU0slMkZlYWclM0QlM0Q.
Warm regards,
The Otrium Team
I live and buy from Switzerland and let…
I live and buy from Switzerland and let the clothes deliver in Belgium to family.
It would be nice if i could order and you could send to Switzerland.
I can only buy something if i come to Belgium for holidays.
Best regards
28 November 2025
I am very satisfyied with Otrium.
I am very satisfyied with Otrium.
I did shop a Vixen Marciano Guess dress, leather efect, and in addition the shippnent wich was very fast, the dress like a red carpet dress¡
The quality is EXCELLENT. It fits PERFECT.
I will shop more things to them.
Customer care very fast and good.
Thank you very much
13 December 2025
Unprompted review
Fake
I ordered a guess Marcelino expensive coat (mentioned 50% wool), i got a replica all polyester and not original. I won’t order from this site again!!
13 December 2025
Unprompted review
Reply from Otrium
Hi Ghada,
Thank you for your message. We see that you have returned the items, and as soon as they arrive at our warehouse, a full refund will be processed.
Regarding the Guess Marcelino coat, the composition is 52% polyester and 48% wool. For future reference if you could sent us a picture of the coat before returning it, we would be able to review the situation and provide compensation accordingly.
We apologize for any confusion and hope this clarifies the matter.
Kind regards,
The Otrium Team
Not good at all
Email received yesterday saying the item had been dispatched (finally)
Email received today confirming they had received my return? (It never arrived!) But - worst of all they said a refund would be issued minus the cost of returning it 🫣 not good!!
10 December 2025
Unprompted review
Reply from Otrium
Hi Moira,
Thank you for flagging this — that does sound very confusing, and it’s definitely not the experience we want you to have.
We’ve already reached out to you directly so we can look into what went wrong with the tracking and the unexpected return message. As soon as we hear back from you, we’ll make sure this is resolved as quickly as possible.
Looking forward to your reply.
Kind regards,
The Otrium Team
Placed an order on 30th of November
Placed an order on 30th of November, with a tracking link that does not coincide with the notifications I received via email.
Apparently the order is delivered, but I have not received anything.
Waste of money and time, terrible experience.
6 December 2025
Unprompted review
Reply from Otrium
Hi there,
Thank you for sharing this with us — I’m sorry to hear about the confusion regarding your delivery.
To help you as quickly as possible, we’ll need a bit more information from you, such as your order number or the email address used to place the order. With that, we can look into the tracking details and see what went wrong.
Please share this information with us by updating your review so we can investigate and resolve the issue for you.
Kind regards,
The Otrium Team
Waste of Time
Tried to place an order for a beautiful coat, now no longer
Said it wouldn't post to my postcode on mainland. Highlands, funny, everywhere else can! Didn't answer emails and have now missed out!!
11 November 2025
Unprompted review
Reply from Otrium
Hi Irene,
Thank you for bringing this to our attention, and we apologize for not responding to you sooner. We have reached out to you and we regret to inform you that we do not ship to your postal code. We have gone into more detail about why, in our email to you. Apologies for the inconvenience.
Warm regards,
The Otrium Team
Impossible to contact customer services
I placed an order on 27th October and had an email to say that it has left the warehouse on the 28th. Checking tracking today (30th) Royal Mail say that they are still waiting for the parcel. I emailed Otrium today to see if they could check and they replied that I had to fill in a contact form on the website. I’ve tried to fill in a contact form from Otrium.co.uk but the form is in Dutch and I can’t understand it. What an impossible situation, I’m starting to wonder if I’ve been scammed.
UPDATE - the day after writing this I got an email from Royal Mail to say they had received my parcel from Otrium and I received it today (1st November). I’m happy with the item I ordered but still think their customer service is terrible.
30 October 2025
Unprompted review
Reply from Otrium
Hi Lisa,
Thank you for taking the time to update your review, and we're glad to hear that your parcel has now been delivered and that you're happy with the item.
We completely understand your frustration regarding the tracking delay and the difficulty with the contact form — that shouldn’t have happened, and we’re sorry for the inconvenience this caused. This issue has now been fixed.
Thank you again for your patience.
Warm regards,
The Otrium Team
O-deary-me-i-um...
I am extremely disappointed with my recent experience with Otrium. It is disheartening to see a company rely on AI-generated communications, particularly when the information provided is inaccurate. I find it unacceptable that I am still awaiting a refund for a purchase made on September 25th. I sincerely hope this matter is resolved promptly, although my confidence in a timely resolution is limited. Order#OUK-152218.
26 October 2025
Unprompted review
Reply from Otrium
Hi Wyn!
Thank you for sharing your concerns with us, we are sorry to hear that you have not received your refund. We also do not seem to understand what went wrong on our end. Because your package has been received by our warehouse.
We have refunded you your order, you can expect the amount to be back in your account in 1-3 days.
Once again our apologies!
Warm regards,
The Otrium Team
Good products but Returns…..
Products are very good but making a return although pretty simple to do, take a long time to go through and their customer service is terrible.
19 October 2025
Unprompted review
Reply from Otrium
Hi Stephen,
Thank you for your feedback, and we're happy to hear that making a return is easy to do! But we're sorry to see that you are not pleased with our customer service. We try and aim to answer as soon as possible.
About processing your returns, once your package, has arrived at our warehouse it can take 14 days for it to be processed and it takes 1-3 days for the refund to be visible in your account. This is our standard procedure.
I hope to have informed you enough.
Warm regards,
The Otrium Team
Attention required
Good shop. Fast delivery. Be careful with pictures and descriptions, as sometimes it doesn’t meet real product quality and appearance.
2 October 2025
Favorite brands on a very good price
Otrium sells some of my favorite brands always at a good price and a lot of choice!
3 October 2025
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