Aelfric Eden Reviews 3,608

I placed an order at the end of November and paid straight away. The purchase was intended as a Christmas gift, so timing mattered.

The parcel was not delivered, but I did not receive any proactive notification from the webshop explaining that delivery had failed or that the address needed clarification. I only found out something was wrong after contacting customer service multiple times myself to ask for an update. At that point I was told the delivery had been unsuccessful and that the parcel was entering a return process at the carrier.

From there, the situation turned into a long exchange of emails — 38 emails in total, back and forth between me and several different people on their team — with repeated requests to “wait patiently” while the package was supposedly returned to an overseas warehouse and then resent. Weeks passed without a clear, concrete outcome. Each time I asked for a solution, the response focused mainly on logistics being “out of their control” and on me waiting longer, rather than on resolving the case quickly.

Because the order was placed at the end of November and was meant as a Christmas gift, a delivery in January would be too late to be useful. I therefore asked for a refund instead of reshipment. Initially, this request was refused. I was also told that if the parcel was not resent, it could be destroyed by the carrier and they would not be compensated — which, regardless of the business impact, did not change my situation as a customer who had paid and still had not received anything.

At one point I offered to accept delivery purely to prevent destruction of the goods, but I made it clear I had no intention of keeping items arriving far too late, and I asked for written confirmation that I could return the parcel at no cost. The webshop stated they would not cover return shipping. Later, I was asked to remain patient until the end of January for an update — and when that deadline passed without any delivery, it was again up to me to contact them to state that I still hadn’t received anything. Instead of a refund, I then received an offer of store credit, which I declined. Store credit is not an acceptable substitute when the goods are not delivered within a reasonable time.

After further follow-ups, they finally processed a refund. However, the refunded amount did not match the amount originally paid, so I had to follow up again regarding the remaining difference — which is still not resolved.

In summary: delivery failed and I was not informed proactively; I repeatedly had to initiate contact myself, resulting in 38 emails back and forth; resolution took a long time; a refund was initially resisted and alternatives like “wait longer” or store credit were offered; and even once refunded, the amount was not correct the first time (and is still not fully settled). This was a very time-consuming experience for what should have been a straightforward order.

Worst customer service I have ever experienced.
The item I ordered was never delivered. They claimed to have attempted delivery twice, which is simply not true. Now they are refusing to issue a refund.
This company is a complete joke. The customer service team is unfriendly and clearly not interested in helping. They don’t solve problems — they are the problem. It is unacceptable to charge a customer for an item that was never delivered.
I strongly advise others to think twice before ordering from this company.

I purchased a hoodie with an S size and i emailed them about the change to XS. They are very fast with replies unlike other companies with clothes. I am very satisfied with this service and the quality of the products. I recommend this clothing store!! 😁😁 hopefully this helps you with your next purchase.

I wanted to change the size of the item I ordered, and Mary from customer support team was very friendly and super helpful in providing a solution right away. I am happy with my order and the communication from the team!

I was originally quite impressed with customer service, particularly their timely response. It went down hill quickly when they showed a product “out for delivery” when in fact it wasn’t and did not arrive until 4 days later. Tracking is difficult because they have a special app and it’s not reliable anyway. Customer service appeared eager to help but it’s on you to negotiate the app.

Specifically bought cotton jackets and sweaters but it felt and looked like it was made of synthetic material. The return process was not impossible because they do have a portal where you can request to return. But no prepaid labels so you would have to buy the label yourself. I’ve seen someone say you should only buy from here if you know for sure that you’ll keep it and I think that pretty much sums up the experience.

The person that was emailing me back supper fast did not have to wait and she was supper patient with me

Terrible experience! The jogging pants are too long so I wanted to return it but I had to pay 20€ to ship it back to Germany!!!! Unacceptable

Perfect, very kind

The customer service was amazing! I needed to correct the size of an item after I placed my order and they responded within hours, confirming the size had been updated and the warehouse would be sending the new size. I was super impressed and felt confident my order would be correct. The response time, politeness and assurance was top-notch!

First of all these designs are insane 🤯Ordered an outfit from these guys just yesterday and I’m excited to receive my order from them, EXTREMELY helpful support system, mistaking ordered my pants in a extra small and wanted to switch. To a small without canceling the order, so I emailed them within the same 10 minutes and they reached back almost immediately and confirmed the switch within the next 24 hours, I will be shopping again in the future

So far so good. Haven’t received my products yet but needed help with an adjustment with my order. It was taken care of within 1 day. Hope I receive my pieces soon & they fit.

I accidentally ordered a xl instead of a medium which is my regular size and their contact support worked really quickly fixing the order in less then 24 hrs

The sweatpants are fire asf and the customer service is quick and efficient. Absolutely recommend

On a weekend, noticed i ordered wring size. I emailed & got a response confirming they would adjust the sizing before shipping. I haven't received it, but just receiving a response on a Sunday afternoon is huge.

Elite customer service, lightning quick responses, insanely quick shipping, lowkey kinda crazy

Very fast in replying, and very helpful

My order never got shipped because they ran out of sizes, and when I contacted them through email. Seraphine helped me out quickly

Very supportive and helpful during a return/exchange mishap. They were very responsive and did what they could to help.