The website was easy to use, I found the ordering process straightforward & emails to confirm my order were sent out quickly & were clear. My order arrived boxed & then items were in plastic bags fo... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
The clothes are always nicely packed and arrive in good time Emails are plentiful regarding dispatch Returns are easy to navigate I enjoy shopping with Finery even if everything I order doesn’t... See more
I usually like Finery dresses, but the sizes are very unpredictable now. I ordered two “Edith” dresses, the patterned one fitted( a size 16) but the plain one was at least an 18. It then co... See more
I ordered a dress which was lovely and used a discount code which worked. I need the next size up and wanted to use an NHS discount code for 15% off but this doesn’t exist. I have tried several time... See more
Company details
About Finery
Written by the company
Welcome to the official Trustpilot for Finery.
Thank you for sharing your reviews with us. We carefully read your feedback and aim to respond to all reviews to assist with your issues as quickly as possible.
Finery is a contemporary fashion brand that wants to make styling your wardrobe, modern and inspiring without compromising on quality or design. Our mission is to offer the modern woman; high quality, sophisticated designs, and timeless styles to make her look good and feel fantastic.
Contact our Customer Services team directly for any queries.
Discover More
Shop Dresses
Shop Knits
Shop Workwear
Contact info
9 Hatton St, NW8 8PL, London, United Kingdom
- care@finerylondon.com
- www.finerylondon.com
3.6
Average
4k reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 91% of negative reviews
Typically replies within 48 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Absolutely terrible experience…
Absolutely terrible experience buying/returning items . £3.50 return fee for EACH item . Customer service was just rude when I asked if I could return 2 items in one box . My advice is buy elsewhere!!
With regards your response to my review: You didn't address your extortionate return fees. I hope everyone reading this review,will take note of not only your return postage fees, but also your diabolical customer service advisors who were quite frankly rude !!!!
How convenient!!
23 February 2026
Unprompted review
Reply from Finery
Hi,
Thank you for your review.
We’re unable to merge two or more orders into one return. Each order must be processed separately, and when orders are combined, a handling fee applies for each order included.
Kindest regards,
I believe this website is a true scam
I believe this website is a true scam. I returned my items via royalmail tracking over 2 weeks ago. I have since received no acknowledgment of return nor a refund. My emails have been ignored and nobody responds. To make matters worse, the phone line is dead too. I tried several times today and it says “all operators are busy” and cuts off. I have made a claim via my bank today as there is no way of contacting this scam company of course.
3 February 2026
Unprompted review
Reply from Finery
Hi , E Thank you for your review.
We deeply apologize for any inconvenience caused.
While we strive to uphold our policies, we also value customer feedback and are continuously working to improve our processes. Your feedback is invaluable to us, and we appreciate you bringing this matter to our attention.
Please note to allow 10 working days for your returns to be processed once received in our distribution centre. Kindly check your returns tracking number and see if it was already delivered to our Distribution Centre. If it is, please count 10 working days from the day it was received (excluding Bank holidays, Saturday, and Sunday).
We hope to have the opportunity to serve you better in the future and regain your trust. Thank you for your understanding and for taking the time to share your feedback with us.
CS Team
I’ve had an awful experience with this… company, steer clear
I’ve had an awful experience with this company. I purchased the cream jacket with black and white braiding on the sleeves and pockets. The braiding has ran into the cream jacket. I’ve tried to contact them and sent them photos. They don’t want to know. You can’t find a proper customer service person to talk to. Steer clear of this company. I feel they are a total rip off and sell bad cheap materials
19 February 2026
Unprompted review
Reply from Finery
Hi Ruth, Thank you for your review.
We deeply apologize for any inconvenience caused.
While we strive to uphold our policies, we also value customer feedback and are continuously working to improve our processes. Your feedback is invaluable to us, and we appreciate you bringing this matter to our attention.
We hope to have the opportunity to serve you better in the future and regain your trust. Thank you for your understanding and for taking the time to share your feedback with us.
CS Team
Still no refund even though Finery said…
Still no refund even though Finery said on here they would look at my case and issues. Waited ten working days and still nothing. No refund. I would say do not buy as so hard to get money back.
16 February 2026
Unprompted review
Reply from Finery
Hi,
Thank you for your review.
We are sorry to hear about this issue.
Could you please send us further information at care@finerylondon.com
Please put Trustpilot Review in the subject of your email.
Once we have more information, we will be able to assist further.
CS Team
Appalling Customer Service
I have tried telephoning your help line 19 times at various times -each time, I was advised no one was available and to call back later - so frustrating!!
I have emailed twice and email is undeliverable.
I have sent 2 messages.
ALL TO NO AVAIL
I have downloaded the returns label, I haven't got a printer, what can I do?
Could you send a QR code that the post office can scan,like other companies do?
Please advise quickly.
13 February 2026
Unprompted review
Reply from Finery
Thank you for your review.
We deeply apologize for any inconvenience caused. We understand your frustration regarding the issue with getting in touch with us. Sadly, we have had a few issues with our emails and calls, however they have now been resolved.
While we strive to uphold our policies, we also value customer feedback and are continuously working to improve our processes. Your feedback is invaluable to us, and we appreciate you bringing this matter to our attention.
An email has been sent to your inbox to investigate your query further.
We hope to have the opportunity to serve you better in the future and regain your trust. Thank you for your understanding and for taking the time to share your feedback with us.
CS Team
Terrible customer service
Customer service email links not working. Customer service telephone number not picking up making it impossible to process a return.
9 February 2026
Unprompted review
Reply from Finery
Hi B,
Thank you for your review.
We deeply apologize for any inconvenience caused. We understand your frustration regarding the issue with contacting us.
Unfortunately, we was expericing techinal difficulties.
While we strive to uphold our policies, we also value customer feedback and are continuously working to improve our processes. Your feedback is invaluable to us, and we appreciate you bringing this matter to our attention.
We hope to have the opportunity to serve you better in the future and regain your trust. Thank you for your understanding and for taking the time to share your feedback with us.
CS Team
Delightful sensible dresses, good value !
I have bought 3 dresses recently. They are top-class, beautiful, strong materials, very well designed, even for the fuller figure with comfortable amount of stretch, very well tailored - just a delight - good regular delivery - thank u so much for ur lovely items - the dresses, just drop them on, falls beautifully and looks good.. ! 👍👌😘
22 January 2026
Unprompted review
Utterly pathetic customer service
Utterly pathetic customer service. Full refund wasn’t given and I tried multiple times to call, email and message on fb but no response from anyone.
29 January 2026
Unprompted review
Reply from Finery
Hi, thank you for your review.
We are sorry to hear about this issue.
Could you please send us further information at care@finerylondon.com. Sadly we have not received any communication from you in our inbox.
Please put Trustpilot Review in the subject of your email.
Once we have more information, we will be able to assist further.
CS Team
Good service, great products…
I ordered a yellow broderie anglaise dress in the sale, size 16. It arrived very quickly, was well packaged and fitted beautifully. I went on to order the green version - same again, all good and I’m very happy. I’ve got no complaints at all
29 January 2026
Unprompted review
After returning my order
After returning my order, I’m still waiting to hear from Finery London with regard to my refund. Have been unable to contact them. Their website does not receive emails. There seems to be no way of contacting them. Would not recommend purchasing from them.
27 January 2026
Unprompted review
Reply from Finery
Hi, Kimberely,
Thank you for contacting Finery.
I sincerely apologise for any inconvenience.
Unfortunately, we are currently having trouble receiving emails. Please give us a call at 020 3917 4477, and one of our customer service representatives would be happy to assist you.
Warm regards,
Total scam website
Total scam website. Order a jumpsuit on December 23rd. Still haven’t received it over a month later. Emailed their customer service and the email just bounces back. Also tried filling out they’re contact form on the website with no response. Not been issued a refund. They are literally thieves.
26 January 2026
Unprompted review
Reply from Finery
Hi,
Thank you for contacting Finery.
I sincerely apologise for any inconvenience.
Unfortunately, we are currently having trouble receiving emails. Please give us a call at 020 3917 4477, and one of our customer service representatives would be happy to assist you.
Warm regards,
Double charged for returning my order
Double charged for returning my order. I paid the returns when requesting the return. Once my refund was returned to Finery & processed, they charged me another £3.95. Terrible double charging practice. Poor customer service. Messaged via email, web email & phone call. No response & no one picks up the phone. The phone cuts off before being answered. Been waiting since 1 Jan. Refund me & stop double charging for returns!
1 January 2026
Unprompted review
Reply from Finery
Hi Shahira,
Thank you for your review.
We are currently aware of a temporary issue affecting our email system and are investigating this as a matter of urgency.
The initial delivery cost of £3.95 is the payment incurred for the service to ship the order out to you safely and effectively.
However, this doesn't mean we offer a refund for the initial delivery cost. Therefore, you have been refunded for the entire order minus the initial shipping fee.
If you need further information please give us an email or call us.
https://www.finerylondon.com/pages/contact
Finery CS.
I would NEVER use this company again
I would NEVER use this company again. Placed my order for a dress showing in stock. They took my money. No dress arrived. Tried to chase it up with them but the email address for customer services just bounces back all the time and you can't get through by phone either. They've just updated my order status to cancelled (by them, not me) so I'm assuming they've run out of stock. No refund has yet been issued. I would seriously suggest you avoid ordering from Finery London. Wish I'd read the other reviews before I did
You asked for more information which I tried to send you but unsurprisingly I've not been able to contact you directly. You need to get your email sorted pronto and perhaps you could employ someone to answer your phone 🤷
Order no FN246399
5 January 2026
Unprompted review
Reply from Finery
Good afternoon,
Thank you for your feedback, and we’re very sorry for the frustration caused.
To clarify, the order was cancelled due to a stock issue, and a full refund was processed on Thursday to your original payment method. Depending on your bank, this may take a few working days to appear.
We have been experiencing temporary technical issues with our customer service email, which caused some messages to bounce back and are currently being resolved. Our phone lines remain open as usual, and we apologise for any difficulty reaching us during busy periods.
We appreciate you raising this and regret that your experience did not meet expectations.
Kind regards,
Deplorable service, avoid. Scam
Deplorable service. You can’t email as your email has to meet their system ‘requirements’, you can’t call as you only get an automated message saying there is no-one to take your call. Now out of pocket for a dress I ordered on 4th January ‘26 and have not received.
ETA surprise surprise the dress has just turned up and what a state it is. I didn’t even open it out to try it on as it is that bad. It is black jersey and looks like it has been pressed with a bare iron, it’s a shocking mess. Now I have the painful process of returning it to get a refund.
ETA (again!) Unbelievable, I received the parcel today 15th January and as mentioned above I want to return it. The Finery returns portal has advised me I cannot return the item after 14th January. This company doesn’t appear to be legitimate going by the dreadful reviews
ETA answer to Finery’s reply … I got no reply to the photos I sent to your rep Fatimah and when I tried to email her after your reply my email again got the error message it didn’t meet your ‘requirements’. It’s maybe time to ask my bank to do a chargeback as this is getting ridiculous.
ETA yet again. I sent an email to Finery as per their reply and got the following message.
“ Your email couldn't be forwarded from (finery email address here) to another email address.
Security or policy settings at finerylondon.com have rejected your message.”
What do I need to do to get a refund for a dress that is not fit for purpose? Exasperating
15 January 2026
Unprompted review
Reply from Finery
Hello,
Thank you for your review.
I deeply apologize for the inconvenience caused by this matter.
We are currently aware of a temporary issue affecting our email system and are investigating this as a matter of urgency.
Could you please send us further information at care@finerylondon.com with your order number so we can take a further look into the matter.
Thank you for your patience and understanding.
Finery CS
I have been trying to phone Finery for…
I have been trying to phone Finery for days now. I keep getting a very short curt auto response saying 'no support agents are currently available to take your call' and cuts me off, doesn't even say your are in a queue or they are busy just nobody there! very poor even non existent customer service.
14 January 2026
Unprompted review
DON'T BUY FROM THESE PEOPLE
Don't buy from these people!! I should have read the reviews. The clothing is rubbish quality. I tried to return the items which they charge £3.50 to do so and they don't provide a qr code. They don't answer their phone, it will just cut you off and don't answer their emails. Save yourself the pain, don't do it!
7 January 2026
Unprompted review
Reply from Finery
Hi Joanie,
Thank you for your review.
We deeply apologize for any inconvenience caused. We understand your frustration regarding the issue with your return.
While we strive to uphold our policies, we also value customer feedback and are continuously working to improve our processes. Your feedback is invaluable to us, and we appreciate you bringing this matter to our attention.
The £3.50 return handling fee helps cover the resources involved in processing returns including careful inspection, repackaging, and restocking as well as the environmental impact associated with transportation.
We hope to have the opportunity to serve you better in the future and regain your trust. Thank you for your understanding and for taking the time to share your feedback with us.
Finery CS.
The dress arrived but was faulty
The dress arrived but was faulty. It was velvet the nap on the front of the dress did not lie properly and therefore showed as marks.
27 December 2025
Unprompted review
Reply from Finery
Hi, thank you for your review.
We are sorry to hear about this issue.
Could you please send us further information at care@finerylondon.com.
Please put Trustpilot Review in the subject of your email.
Once we have more information, we will be able to assist further.
CS Team
Poor processing
Having ordered in plenty of time for Christmas, it is disappointing to find out that it takes several days from ordering to process the order. I was told by a customer service agent that it is a 48 hour turnaround before sending an order out,but that is not explicit on the website (the agent says that's on the website, it's not). Had it been, I wouldn't have ordered standard delivery. Having ordered standard delivery from other retailers around the same time and having got their deliveries virtually within 48 hours, this is pretty poor to be honest. I now have to find replacement presents and Finery London will miss out on revenue as I will be sending back for a refund.
22 December 2025
Unprompted review
Reply from Finery
Hello,
Thank you for your review.
We deeply apologize for any inconvenience caused. We understand your frustration regarding the issue with the delivery time frame.
While we strive to uphold our policies, we also value customer feedback and are continuously working to improve our processes. Your feedback is invaluable to us, and we appreciate you bringing this matter to our attention.
We hope to have the opportunity to serve you better in the future and regain your trust. Thank you for your understanding and for taking the time to share your feedback with us.
CS Team
had to pay to return the dresses
had to pay to return the dresses - not happy! £3.50 out of pocket, won’t be ordering from here again
24 November 2025
Unprompted review
Reply from Finery
Hi there,
Thank you for taking the time to share your feedback. I’m sorry to hear you were unhappy about the return fee.
Our returns policy, including the £3.50 returns charge, is clearly outlined on our website, and customers agree to these terms when placing an order. We include this information to ensure transparency and avoid any unexpected costs.
If there’s anything we can assist you with regarding your recent return, please don’t hesitate to get in touch—we’re always happy to help.
Need to sort out returns policy
Really like FL products but was so disappointed to find that the only way I can send items back is by printing my own label - it’s irksome that returns aren’t free, but not providing the faculty to get the Post Office to print the label for me is ridiculous. This is the last time I’ll shop with FL directly- as others have said, I’ll go through third parties in future. V disappointed- would love to support a smaller business but it needs to be much easier.
22 November 2025
Unprompted review
Reply from Finery
Hi there,
Thank you for taking the time to share your feedback, and I’m really sorry to hear that you were disappointed with the returns experience.
We completely understand that printing a label at home isn’t always convenient. We do offer alternative options, including sending a printed returns label via post when needed, and we’re always happy to help arrange this for any customer. Our return and delivery fees are also clearly outlined in our Terms & Conditions at checkout so customers can review these before completing their purchase.
We truly appreciate your support and are grateful you’ve enjoyed our products. Your comments are valuable, and we’re continually reviewing our processes to improve the experience wherever we can.
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