Happy with the choice of fashion items, great prices and sizes are usually available. However three stars because on the occasion when I’ve had to return an item I was disappointed with the cost of r... See more
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Review summary
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Reviews shaping this summary
Great range of products and the prices are brilliant. There is a bit of work to do on the delivery tracking and returns side of things. I've ordered a few times and the packages generally turn up befo... See more
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I absolutely love the prices but after ordering a skirt when it arrives was way to big . I double checked the size chart and it was correct I wonder why sizes are to big than original size advertised... See more
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Great products at attractive prices.......BUT Customer service is non existent No agents available for live chat 'Create a return' doesn't work No telephone number to call It is amazing that a c... See more
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2.9
Average
4k reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
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Order pay great products wait for box to arrive on…
Order pay wait for box to arrive on good time. What’s not to like
3 September 2026
May use AI-assist with repliesRead more
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
Good prices, bad service.
I had to pay to return an item because the sizing guide on their website was wrong. I took a screen shot of the page where the chest size was listed in cm. It showed size L as 107-111cm. Then sent another photo of a tape measure on the shirt showing the actual size of the shirt. It was a size L, but measured 120cm. They responded to say that I ordered size L and received size L and therefore they would not waive the return fee. They said I was free to order the shirt again in a smaller size. It was very clearly not my fault so I'm astonished by this. I won't be giving them any more business. It's a shame because the prices are good, but the service is bad.
17 September 2026
Unprompted review
Reply from Otrium
Hi,
Thank you for your review and we are truly sorry to hear about your experience.
We would love to help you resolve this. We have reached out to you via Trustpilot for more information so we can look into this further. We hope to hear from you soon!
Kind regards,
Otrium Customer Experience
Reply from Otrium
Hi,
Thank you for your review and we are truly sorry to hear that your experience with our customer service has not been to your satisfaction.
We can see that you have been in contact with us via email and we will resolve this for you through that channel. We hope to find a suitable solution for you soon!
Kind regards,
Otrium Customer Experience
Really good bargains on Otrium
Really good bargains on Otrium. The bag I bought was lovely and half the price so very happy with my purchase and delivery was quick, packaging excellent. So am definitely going to purchase from them again.
8 September 2026
Been over 7 days after my order
Been over 7 days after my order. still no delivery update even though it was supposed to take 4 days
6 September 2026
Reply from Otrium
Hi Kyle,
Thank you for your review. We’re sorry to hear that you’re still waiting for your order and haven’t seen a recent delivery update.
Our team has just sent you an email confirming that we’ve processed your order correctly and your package was dispatched on September 8th. As our warehouse is based in the Netherlands, delivery can take around 5–9 working days. Even though there hasn’t been a recent tracking update, please rest assured that your order is on its way.
We kindly ask you to allow until September 18th for your package to arrive. You’ll receive an email once your order is out for delivery, so please also check your spam or junk folder in case the email ends up there.
If you haven’t received your order by then and there is still no recent tracking update, please contact us again. In that case, we’ll consider the package lost and refund the full order amount.
Thank you for your patience and understanding. We hope your order reaches you very soon!
If you need any further assistance, our team is happy to help.
Kind regards,
The Otrium team
All very efficient and speedy apart…
All very efficient and speedy apart from my refund which still hasn’t arrived
11 August 2026
Do not refund without pro lems
Purchased with Klarna and item extremely small for size so returned. The return has taken over a .month and no sign other than email adding extra time.
Would never recommend using this company of the worst I have come across.
9 August 2026
Reply from Otrium
Hi Sandra,
Thank you for your review. We are sorry to hear that you’ve had to wait for your refund.
Unfortunately, we’re currently experiencing a delay in our warehouse processing returns. To not make you wait any longer, our finance team has just refunded the amount for your returned items already.
The refund should be visible on your original payment method within 3 working days.
We hope to resolve this situation and welcome you again. Thank you for your patience and understanding!
Kind regards,
Otrium team
"There’s been a delay in shipping your order "
I placed an order on the 4th September and received an email on the 9th to say "There’s been a delay in shipping your order ". No explanation was given for why.
The vagueness is not reassuring. Where is my order which I paid for?
4 September 2026
Reply from Otrium
Hi,
Thank you for your review. We’re sorry if the email you received was vague and did not provide enough reassurance about the status of your order.
Your package was shipped on September 7th, and our estimated delivery time to the UK is 4–6 working days. You can also track your package using the tracking number sent to you via email. You will receive a notification once your package is out for delivery.
We hope you will receive your order very soon! If you need any further assistance, please feel free to contact our Customer Experience Team via the contact form available in our Help Centre.
Kind regards,
The Otrium team
Ridiculously slow returns process
I sent my return back to you nearly a month ago and have still not received a refund!
Very Disappointed, especially as the return fees are so high
27 July 2026
Reply from Otrium
Hi,
Thank you for your review. We’re sorry to hear that you’ve had to wait so long for your refund, especially given your concerns about the return fees.
Unfortunately, we’re currently experiencing a delay in processing returns at our warehouse. However, we don’t want to keep you waiting any longer, so we’ve already gone ahead and refunded the amount for your returned items.
The refund should be visible on your original payment method once it has been processed by your payment provider.
We hope this helps, and thank you again for your patience and understanding.
Kind regards,
The Otrium team
Otrium concept is great
I think Otrium is great, very good outlet prices (not like others who barely gives you a discount!). However their filtering on the site is pretty awful. If they fix that I believe they'll be great.
Delivery is also very slow, it took me almost 2 weeks to get what I ordered. But I also didn't check delivery timelines before ordering, just assumed it would be more straightforward.
24 August 2026
Good experience despite reviews
Initially skeptical based on some reviews. . Pricing of products is really competitive and despite having technical issues with log in / account access , customer services did respond and were really helpful . I’ve since ordered another item and again , high quality items at competitive prices. I do still have an issue with account access but I’d definitely use Otrium again
15 August 2026
Quality jeans!
7 September 2026
Very pleased with my new tops
Very pleased with my new tops. Excellent savings on these White Stuff items.
24 August 2026
Wanted to return the shoes I bought and…
Wanted to return the shoes I bought and it's been a month now and still haven't received a refund. Basically I've lost the shoes because I've send them back, and money - because they never processed ya refund.
Avoid at all costs.
13 August 2026
Reply from Otrium
Hi Dorota,
Thank you for your review. We’re very sorry for the delay with your refund and completely understand your frustration. We certainly have no intention of leaving you without either your shoes or your money.
Our team has just sent you an email confirming that your refund was issued today. The refunded amount should be visible in your account within 3 working days.
We apologise again for the delay and inconvenience caused. Should you have any further questions, our team will be happy to assist you.
Kind regards,
The Otrium team
L K Bennett Cream Jacket was just what…
L K Bennett Cream Jacket was just what I was looking for. An excellent price. 😄
14 July 2026
Otrium website, ordered Keen shoes
I have only recently come across Otrium. I ordered two pairs of Keen shoes on separate orders. Both pairs arrived in a few days, well packaged and shoes in original Keen boxes. Cannot fault the service, price and quality of the items I ordered. Will definitely shop with Otrium again. Very positive experience. Thank you.
29 August 2026
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