oki-ni 

Ordered a sweatshirt a week ago. They had been sitting on my order ever since. I asked three times when it will be dispatched. All they said was "Wait". Today, my order got canceled because they didn't have enough stock. Well... there were three stocks available when my order was placed.

Ordered off-white jacket from the sale. I got express shipping and it came in a day without any issues, I will definitely use the site again!

The first ever review I’ve ever bothered to write, but feel it’s a necessary one. I made an order for over £700 and whilst it’s an unfortunate thing that has happened you find out how good a stores service is when there is a problem. I understand that problems happen and that sometimes things go a bit wrong and I will always understand that and as long as the problem gets resolved I consider that good customer service. However in this case I have been left £408 out of pocket and whilst I don’t believe this was down to anyone at Oki-Ni it is still their responsibility to make sure that my order gets to me correctly and in one piece. The order was dispatched to me very quickly which I was happy with, however when the package was delivered the box was completely open and one of my items with the value of £408 was not in the box. The package got delivered to my neighbour as I wasn’t in at the time. I went to get my collect my package from my neighbour and the box was squashed, ripped and completely open. My neighbour informed me that they received the package like that and I know that Oki-Ni would not have let it leave their building in this condition, but in between leaving them and being delivered it had been badly damaged and items lost. I took pictures of the box immediately so I could send the pictures to Oki-ni’s customer service team and explain the situation, I emailed them and have been dealing with a very polite lady who has investigated the incident for me. Upon investigation I have been sent pictures of the package when it arrived at the delivery depot which was DPD, so it is clear to me that it was damaged after DPD received it. I have since been informed that as a result of this I will not be getting my missing item or any refund. I understand from Oki-ni’s point of view that it left them in good condition however I have been left out of pocket which is unacceptable. For this reason I would recommend avoiding buying from them at all costs as if there is a mistake or problem with an order they pretty much will not give you your money back or even replace the lost item. This could easily happen to anyone and I’m obviously the unlucky one it happened to, and I now am £408 down the drain.

Once again Oki-ni fail ...
Tried to buy a pair of shoes at the time of release , 8am today on the dot.
Transaction did not go through & within 1 minute , it was Out of Stock.
I’m too nice ...

Also still trying to get a refund, 3 weeks past the 3-5 working days as detailed on their site, and no communication after I contacted. As mentioned on numerous occasions I am assuming they will respond to me, like everyone else, with a stock answer.
I wont be buying from them again and would urge readers to use a reliable website like Matches Fashion or Mr Porter.

In terms of delivery I have nothing bad to say about Oki-Ni. My order arrived in impeccable condition within the given time frame.

However the overall shopping experience was baffingly poor, particularly bearing in mind the fact that this is an online-only (to my knowledge, at least) business that operates in the high-end segment.

The experience of using the site is quite poor. The navigation is lackluster, filters don't work etc. Size guides are worthy of a website anno 2010 and image shot fittings are often quite off.

The most puzzling to me, however, was the return process. As I don't see a need for registering, I chose to check out with a guest account. This turned out to make the process of returning an item hard enough that I decided to not bother. There is no description of how you return an item, unless you have created an account upon checkout. Subsequently, I had to contact customer service, and they took a couple of days to get back to me with a link with a description of how to return.

By that time, however, I had learned that there is no such thing as free returns (something I honestly expect these days for an online-only outfit), so I ended uo deciding that it wasn't worth the hazzle, and wound up selling my unfitting item on via a second hand service, since the financial loss would be the same for me regardless. In fairness, it is obviously on me to check out returns conditions beforehand, but I still find it to be a criticisable aspect of the shopping experience from an objective point of view.

To sum up: if you're 100% certain of your size, and don't mind some user expererience no-nos in the site navigation, Oki-Ni is fine. If not, I suggest you buy your items elsewhere.

(Note: UK returns are in fact free, so UK customers can add an extra star to my assessment)

Still trying to get a refund, will beyond the 3-5 working days as detailed on their site, and no timely communication after I contacted. I feel that since their relaunch they have lost something. Not impressed at all. And I am assuming they will respond to me, like everyone else, with a stock answer about 'system' issues.

i have been a patron of the oki-ni shop on Savile Row for years and was so excited when they recently relaunched their online shop. I purchased three items from their website to be shipped overseas using DHL. The next day of purchase I changed my mind with the second item and decided to call their customer service, after calling several times I finally spoke to a male attendant to ask him to cancel the item before shipment and send me a refund for the second item, he said that wouldn't be a problem. I didn't receive any confirmation email regards to the item being cancelled or a refund which i thought was unusual but presumed it's all clear. Yesterday I got an email confirmation for the shipment of the first and second item ( the one I cancelled) but they mistakenly cancelled the third. I called them today trying to resolve the issue, I felt there was no remorse coming from them, as if they are doing me a favour! As soon as I receive the items I am going to send them all back for a refund, I will not do business with them ever again! I am actually concerned now of how long is going to take for them to send me the refund since i read most of the reviews here in regards to that and it's not positive. I will update you on how it goes

NOTE they don't email tracking numbers for shipment !!!!!

rated high for speed of delivery but it seems they are only concerned with selling and not dealing promptly with refunds

Bought a backpack a week ago and paid with my CC for speedy delivery. Did not receive a tracking number as stated on the site. The customer service telephone number does not function and they do not reply to my mail and facebook message.

N.B
A day after I left this review oki-ni got in touch with me and ultimately agreed to refund my money.

I've used Oki-Ni for years. They were off-line for most of 2017. I have read the negative reviews and I have to share my positive experiences. They're always been good to order from and when I've returned stuff they've refunded me promptly. I recently bought two pairs of trainers which arrived on time.

Ordered off website and was told a month later item was out of stock.

No customer service calls or emails answered.

I had to get paypal to get my money back.

Rarely leave Trustpilot reviews but feel I should after my recent order.

Despite the recent bad reviews, I couldn't resist ordering some new UltraBoost given the sale price - paid by PayPal to protect myself.

Order came through very quickly, well packaged, and cracking price. Guess the recent issues were simply a hiccup, and would not hesitate to order again!

Placed my order before Christmas never received had to contact them!!! I email 4 times for a very slow response would never order again all my items was now out of stock and was Christmas presents very let down no compensation offered...got a refund 3 weeks later absolutely rubbish... earning interest off my money!!! And everyone else’s I guess!!! Avoid spend your hard earned money elsewhere!!!

Prompt delivery will certainly buy from again.

I have bought from this company for more than 10 years and never experienced an issue. However, now there is something wrong.

I have been chasing a refund of a return for almost 2 months and get nothing back from Customer Services. The telephone line points you at an email address that they do not respond to. They don't respond to tweets or their online system.

There is something suspicious about the way Oki-ni is behaving. I have 2 returns open with them but have made sure to use a credit card with insurance. I have opened a claim for the first one and suspect I'll be raising a claim for the second one. Do not buy from Oki-Ni until you see some resolution to the cases for unhappy customers posting on here.

Don't usually leave reviews but like others felt it was necessary.
For a website attempting to compete in the luxury market their offering is shambolic. I ordered a bag on Jan 9th, they took the money the same day. It's now Feb and I finally got a response from their customer service team, after trying via various channels. Turns out they don't have the item. Yet deemed it acceptable to keep my money for nearly a month and not inform me of this. Won't be using again...

I recently made a purchase at oki-ni without realising that items would be shipped duties unpaid. Also, oki-ni provides conflicting information on the minimum amount to qualify for free shipping (says USD300 on the top page but USD225 to Asia on the FAQ page). I was misled into making a purchase above USD300 and had to end up paying for customs duties because of this amount. After noticing the conflicting information, I mailed oki-ni a few hours after the purchase to ask to cancel an item so I wouldn't need to pay for customs duties and still qualify for free shipping (above USD225). However, I received no response whatsoever for the next few days despite sending them reminder mails every day. Now the shipment has already arrived and I have to pay for the customs duties + $20 handling charges to DHL just because we exceeded the dutiable amount by a dollar or so. Worst shopping experience I've had in years and what a disappointment for my first purchase after oki-ni made a comeback in a while. This is really not the way to do online business. Please just shut down your site for good if you're not professional enough to even respond to your customers' queries. I hope other viewers of this site will also be more careful when they purchase from oki-ni in future.

Latest update
I finally received a reply from oki-ni customer service and they agreed to bear the customs duties + handling charges we have paid on our behalf. Hope the refund process will be a smooth one.

I don't normally do reviews, however, the customer service is so bad I thought I needed to warn others. They don't reply to e-mails after damaged item arrived and I dare not send it back and be left with nothing.

I don't know what has happened with this company, one that I have used without issue a number of times in the past, and although I have read their responses to other concerned customers, of coming back into the hands of the original ownership, but presently their service is unacceptable.

Phone line is perpetually on the voicemail hook and no responses from the email alternative that voicemail suggests! Yet they are still able to send out promotional spam?

I ordered a coat 2 weeks ago, they sent me an entirally different item, which I sent back the same day, yet I have heard nothing in addition to the above. This couldn't be in greater contrast to a recent returns experience with END Clothing, who fully communicated throughout.

Oki-ni you have until Wednesday to contact me, deliver the right item or fully refund me or I shall be contacting your local Trading Standards, who should be aware of these reviews which are a horror show for any credible business.