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
Created with AI, based on recent reviews
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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
Company replied
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
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Very happy but I was certain about keeping my purchase
I was very worried about my first purchase from Otrium but the price of £70 and free delivery for a pair of LK Bennetts shoes which had retailed for £300 plus was too great a temptation. No issues at all. Fast delivery with status updates and the shoes are perfect with a dust bag. I'm very happy. That said, I probably wouldn't purchase anything I wasn't 100% about in advance given the return issues everyone appears to be having. However, I have also had major return issues with Monsoon and Karen Millen.
4 September 2026
Unprompted review
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.
This was my first ever order with…
This was my first ever order with Otrium and i have to say, it was horrible experience. They should change the name from Otrium to Micky Mouse because thats how their customer service is. By mistake I ordered wrong size, as soon as i got confirmation email, I noticed and I sent an email to change my shoes to right size but they refused, i asked them wether i can cancel the order and replace the order with right size but I have been told, I can not cancel as the order has gone to wearhouse. This is within first 10 mins of placing an order. This was my last order with this micky mouse company. GUYS PLEASE DO NOT ORDER FROM THIS COMPANY UNLESS YOU ARE READY FOR HORRIBLE CUSTOMER SERVICE. 1 STAR IS EVEN TOO MUCH.
3 September 2026
Unprompted review
Reply from Otrium
Hi Jwalant,
Thank you for your review. We’re very sorry to hear about your experience and understand how frustrating this situation must have been, especially as this was your first order with Otrium.
Unfortunately, once an order has been placed, we’re unable to cancel or change it, as our warehouse process is fully automated to ensure orders are processed and dispatched as quickly as possible. You can, of course, return the item within our 30-day return period.
However, our team has just sent you an email with a solution for your situation, as we would love the opportunity to welcome you back to Otrium and provide you with a better experience. Please make sure to check your spam or junk folder as our emails may sometimes end up there.
We hope to make things right for you, and our team remains available should you need any further assistance.
Kind regards,
The Otrium team
Don’t bother
I’ll start by saying I have ordered successfully from Otrium in the past.
Now however, they seem to have gone completely downhill. Ordered an item, was told it was out of stock even though it did (and still does) show multiple in stock on the website. Then ordered the same item in a different size just to be told that was also out of stock.
There is no customer service to be found other than “Oliver” the useless AI bot.
Terrible service and laughable that a company is this bad at keeping track of its stock levels.
Safe to say I won’t be ordering from them again.
2 September 2026
Unprompted review
Reply from Otrium
Hi Greg,
Thank you for your review. We’re sorry to hear about your experience with the availability of the items you ordered, and we understand how frustrating it is.
The amount for both orders have been fully refunded.
According to our system, you should have received an automatic email informing you about this. We kindly ask you to check your junk or spam folder, as the email may have ended up there. We’re also sorry that our AI agent Oliver was not able to help you in this situation. Our team sent you an email on September 2nd with more information.
If the item is still visible on our website, we recommend not ordering it again for the time being. Our warehouse team is looking into the stock discrepancy and is working to make sure the item is removed from the website. Unfortunately, resolving this is not always straightforward due to the technical side of our stock and website systems.
We’re sorry again for the inconvenience and hope we can provide you with a better experience in the future.
Kind regards,
The Otrium team
Terible service ,the sizes are small…
Terible service ,the sizes are small and the return is so hard.Customer service really bad.
30 August 2026
Unprompted review
Reply from Otrium
Hi Iveta,
Thank you for your review. We’re sorry to hear that your experience was not up to your expectations. Our apologies for the inconvenience!
We’re currently working on improving our sizing charts. However, we also rely on the information provided by the brands, as sizing can vary depending on the brand, design or collection.
Unfortunately, we were unable to find any previous communication linked to your name, email address or order number, which meant our team was not able to assist you sooner. We can see that your return was successfully created on August 30th, but it has not yet been dropped off.
If you need any further assistance, we kindly ask you to contact us via the contact form available through our Help Centre. Our team will get back to you as soon as possible.
Kind regards,
The Otrium team
Dreadful problems with getting my first order. Don't even think of ordering
This is my first order and I'm not impressed. I saw the negative reviews and as most of them related to returns I thought I'd be safe as I know the item in question and have confirmed that it fits. I ordered it on Monday 24th August , it's a birthday gift for my daughter. I am going on holiday at the start of September but the delivery time quoted looked like I'd get it in time. I received an email today saying that there is a delay so I contacted Otrium to say, no problem but if it won't arrive before I leave can they delay it until my return. A relatively straightforward request given that the order is delayed and hasn't been despatched. I received a very curt response advising me that as tracking isn't available it's not possible to see if it will arrive in time . I can only check if it's possible to delay once tracking is available and then it might not be. This is ludicrous! You haven't despatched it yet, the tracking is to do with the carrier, Royal mail, Otrium controls when it leaves the warehouse. To quote your own rules about changing an order after it's been placed is a bit rich when Otrium changed the terms by delaying it. I also had issues with the discount " Welcome" it was deemed invalid but I went ahead with the order as I really wanted the item. Now I am faced with not knowing if my order will arrive before I leave for my holiday or if it will arrive when I'm away and Royal mail will return it because they only hold for 7 days. Dreadful service, you caused the delay, you should be willing to try and help. I don't know if I will even have the item for my daughters birthday or if I'm going to be left fighting for a refund like all the other poor people on here. Your products look amazing, there were so many things I was excited to buy for my autumn wardrobe. It's no use of your service is so poor that you can't even get a customer's first order to them . Really consider if you have the stamina to deal with this company before ordering. I wish I had
27 August 2026
Unprompted review
Reply from Otrium
Hi,
Thank you for taking the time to share your feedback. We’re sorry that your first experience with Otrium has been frustrating, especially as this order is intended as a birthday gift for your daughter.
We understand your concern about the delivery delay and the uncertainty around whether your parcel will arrive before your holiday. We’re sorry that our response did not feel as helpful or understanding as it should have.
Unfortunately, once an order has been placed, our fulfilment process is designed to process orders as quickly as possible, which means we’re not able to manually delay an order. At the same time, delays may unfortunately happen, and we understand that this is particularly inconvenient in your situation.
Regarding the WELCOME discount, please feel free to check our FAQ for the terms and conditions. If the discount should have been valid, we kindly ask you to contact our Customer Support team so we can provide you with further assistance on this matter.
We hope to make things right for you and offer you compensation so you can enjoy our products in the future.
We’ll do our best to ensure the order reaches you in time for your daughter’s birthday. If you need any further assistance, please don’t hesitate to contact our Customer Experience Team.
Kind regards,
The Otrium team
I am trying to get my refund for my…
I am trying to get my refund for my order OUK-194893 which one of your advisors provided me with the QR code which return was sent no refund states delivered and can’t speak to a human always AI who say they cannot view tracking I’ve provided receipt tracking which states delivered and just want my refund - appalling after care for customers as can’t get to speak to a human just AI which is a total waste of time would not recommend using this company
23 August 2026
Unprompted review
Reply from Otrium
Hi TC,
Thank you for your review. We’re sorry that our AI agent was not able to assist you properly with your refund. We understand how frustrating this must be. Please rest assured that we are continuously improving this tool so it can better assist you in the future.
Our team has just sent you an email explaining that, if you have not received your refund or any further update regarding your return by August 31st, we kindly ask you to contact us again so we can provide you with the appropriate resolution.
Please note that refunds can take a few days to be processed after the return has been received.
Thank you for your patience and understanding. Our team remains available should you need any further assistance.
Kind regards,
The Otrium team
Zero quality control
Wouldn’t order from again as shoes arrived completely different colours, like one had been on display in the sun. Shame as would have gone back if the quality had been as advertised.
19 August 2026
Unprompted review
Reply from Otrium
Hi,
Thank you for your review. We're really sorry to hear that the shoes arrived in different colours and didn't meet the quality you expected. This is of course not the experience we aim to provide, and we sincerely apologise for the inconvenience.
We couldn't find any previous communication linked to your name, so we've requested some additional information about your order. This will allow our team to look into what happened and provide you with a suitable solution.
We hope to hear from you soon and resolve this for you.
Kind regards,
The Otrium team
GIVE ME BACK MY REFUND
GIVE ME BACK MY REFUND. THIS IS BLATANT FRAUD OTRIUM.!!
this organisation is fraudulent. I am seeking legal advice and others shout too. Hopefully this organisation will be shut down!!
18 August 2026
Unprompted review
Reply from Otrium
Hi,
Thank you for your review. We’re very sorry to hear that you were unable to generate your return label online. This is not the experience we aim to provide.
Our team has now sent you an email containing your return label and further instructions. We hope this allows you to return your package smoothly.
Once your return arrives at our warehouse, please allow up to 14 calendar days for it to be processed. As soon as the return has been processed, you will receive a confirmation email. Your refund should then be visible in your account within 3 working days.
We sincerely apologize for the inconvenience caused and hope this helps resolve the matter for you. Should you need any further assistance, our Customer Experience Team remains available and happy to help.
Kind regards,
The Otrium team
Extremely frustrating returns process…
Extremely frustrating returns process and no customer support
I have now been trying for five days to return an item to Otrium, and the experience has been extremely frustrating.
Every time I attempt to access the returns option, I am met with an image of an individual holding a balloon and I am unable to progress any further. When I try to contact customer service through the chat, I repeatedly receive a notification stating that a live agent is not available.
I have also sent numerous emails to Otrium over the past five days and have received no correspondence or assistance whatsoever.
I simply want to return an item, but Otrium's system is preventing me from generating the return. Customers should not have to spend this amount of time trying to carry out such a basic process, particularly when there appears to be no accessible way of speaking to a member of the customer service team.
The ordering and delivery experience was straightforward, but unfortunately the complete lack of accessible customer support when something goes wrong has been extremely disappointing and has taken up a considerable amount of my time.
I would appreciate Otrium contacting me and providing a return label so that this can finally be resolved.
18 August 2026
Unprompted review
Reply from Otrium
Hi David,
Thank you for your review. We’re very sorry to hear about the difficulties you’ve experienced while trying to create your return. This is certainly not the experience we aim to provide.
Our return process should be simple and straightforward, so we completely understand how frustrating it must be to repeatedly encounter an error and not be able to complete your return.
Unfortunately, we were not able to find any recent conversation associated with your name. Therefore, we have requested some additional information from you through Trustpilot so we can identify your order. As soon as we receive your order number, our team will send you the return label directly and help you get this resolved.
We sincerely apologize for the inconvenience and time this has taken, and hope to resolve the situation for you as soon as possible.
Kind regards,
The Otrium team
I was sent an email due to
I was sent an email due to
Incorrect sizing offering me a 10% discount and free delivery on the correct size and I replied to say yes and it keeps telling me to use a contact form which is it English I guess work some
Answers
Then asks me to select a country I think but United Kingdom is not an option
I was only trying to reply to your email to me and this should not be such a task
My email I’m replying to Was from josy
If the code could be sent it would be much appreciated
Thanks
Tracey
12 August 2026
Unprompted review
Reply from Otrium
Hi Tracey,
Thank you for your review. We’re sorry for the inconvenience caused, this is not the service we aim to provide you with!
We can confirm that a new discount code was sent to you on August 15th. We hope you can now order the correct size smoothly using the discount and free delivery offered.
We hope we have now resolved the matter for you. If you still experience any issues, our Customer Experience Team will be happy to help.
Kind regards,
The Otrium team
The boots I received looked as though…
The boots I received looked as though they had already been worn. Although the packaging was sturdy and well presented, the product itself was very disappointing and not as described. I would not recommend Otrium to anyone.
7 August 2026
Unprompted review
Reply from Otrium
Hi Fo,
Thank you for your review. We are very sorry to hear that the boots appeared worn or dirty upon arrival. This is not the quality we aim to provide, and we sincerely apologize for the disappointment.
In this situation, you can return the item free of charge by selecting the correct return reason in our returns portal.
Should you need any further assistance, please contact our Team via the contact form in our Help Centre.
Kind regards,
The Otrium team
An awful experience
An awful experience. I have been trying to process a refund since the middle of June. It took three weeks, and a number of chaser emails, for the company to arrange a UK return label.
I was on holiday when I finally received it, but I informed them and sent the items back as soon as I was home. It has now been two weeks, and despite emailing a couple of times to ask whether the return has been received and when I can expect my refund, I have received no response.
I have unfortunately now had to raise a dispute with my credit card provider.
I don't like leaving negative reviews (this is actually my first) but I just don't think it's an acceptable level of customer service.
3 August 2026
Unprompted review
Reply from Otrium
Hi Lauren,
Thank you for your review. We’re very sorry for the difficulties you experienced when arranging your return, as well as the delays in communication with our team. This is not the level of service we aim to provide.
We have contacted you by email to explain the situation and apologise for the time it has taken to resolve your case. As mentioned in our email sent on 7 August, because a dispute has now been opened with your payment provider, we are unfortunately no longer able to process the refund ourselves while the dispute remains active.
We kindly ask you to await the outcome of their investigation, as we are unable to intervene in the refund process at this stage. Should you have any other questions, our Team remains available and will be happy to assist you!
Kind regards,
The Otrium team
From good to bad
From good to bad. I have used them prior to the closure to UK services. They reopened and I have made 2 orders. However 3 weeks since claiming I have a refund I am chasing an agent AI chatbot around for a refund and cannot speak to a person. Disappointed
Even after this review it is after a week later and I do not have my refund!
3 August 2026
Unprompted review
Reply from Otrium
Hi,
Thank you for your review. We’re very sorry for the difficulties you’ve experienced with our chatbot and for the frustration caused while waiting for your refund.
Our team is still working with you to find a suitable solution, and we hope to resolve the matter as soon as possible.
Kind regards,
The Otrium team
I ordered an &other stories dress
I ordered an &other stories dress, which arrived promptly. The dress matched the quality of my existing Stories dresses.
I would definitely use this company again and am delighted with my purchase.
20 July 2026
Unprompted review
Sent back a dress on 14th July
Sent back a dress on 14th July, contacted customer services. Get the bot, sent back information requested and now it gone quiet. No way to contact anyone else who is human to deal with my issues. Love the brands and prices but this is putting me off ever ordering again.
Update, AI talked too again, got further this time but still has gone quiet. The only way I am going to get my money back is through my bank.
So DO NOT ORDER FROM THIS COMPANY. ITS A SCAM.
14 July 2026
Unprompted review
Reply from Otrium
Hi,
Thank you for your review. We’re sorry for the lack of updates and the difficulties you experienced reaching our AI Chatbot.
As our warehouse is based in the Netherlands, returns from the UK require cross-border transportation and can take longer to reach us. We have checked your return and can confirm that it has now been processed and refunded.
We appreciate your feedback regarding the communication during the return journey and are working to introduce clearer updates soon.
Kind regards,
The Otrium team
Worst shopping experience ever!
Worst shopping experience ever!!
Do not waste your time - will only cost you money
Made the mistake of ordering from this company - not realising it's not in the UK - they charged £5.99 for delivery - took a week to be delivered & the charged another £5.99 for return !! Not only that it took them 17 days to confirm they have it and return will be processed in 3/4 days - that's a total of 21 days to to my money back - £5.99 less of course for the return postage! Don't waste your time - stick with UK based on line shopping - as it's a waste of time & money!
30 July 2026
Unprompted review
Reply from Otrium
Hi,
Thank you for your review. We’re sorry that the delivery and return process took longer than expected and that the associated costs were disappointing.
As our warehouse is located in the Netherlands, UK returns require cross-border transportation and can therefore take longer to arrive and be processed. Our delivery and return costs are shown separately so we can keep our product prices as low and transparent as possible.
We understand that this experience was frustrating and apologise for the inconvenience caused.
Kind regards,
The Otrium team
Do not buy from them
Do not buy from them! Returned an item 16 days ago. Got an AI response asking for proof of postage which I gave them. Had no response since, and have emailed multiple times. Will take legal action if necessary.
29 July 2026
Unprompted review
Reply from Otrium
Hi,
Thank you for your review. We’re sorry for the frustration caused by the lack of updates and the difficulties you experienced with our AI support.
As our warehouse is based in the Netherlands, returns from the UK require cross-border transportation and can take longer to reach us. We have checked your return and can confirm that it has now been processed within the expected timeframe.
We appreciate your feedback regarding the lack of updates during the cross-border shipment and are working to introduce clearer tracking updates soon.
We apologise for the inconvenience and appreciate your patience.
Kind regards,
The Otrium team
Re order OUK-189801
Re order OUK-189801
I ordered an item on July 10. On July 20 I received a box addressed to me containing 4 items I did NOT order. I contacted the company and was asked to return them.
I mended the damaged box in which they arrived and took them to the post office for return on 21 July. I was told not to reorder the item I was still waiting for as they wanted trace what had gone wrong.
Despite my contacting them twice since, I still do not have my order and have so asked for my payment and postage to be refunded.
Dealing with an AI assistant is useless as It doesn’t deal with my situation and simply asks for photos of the damaged box, my order details and proof of postage for returning items I never asked for. I have done all of this and still have neither the blouse I originally ordered nor the refund which is what I now want having waited so long.
If there is a human being connected to Otrium please reply and send a full refund to me. All the relevant info is in the series of emails and photos sent to Oliver virtual assistant
10 July 2026
Unprompted review
Reply from Otrium
Hi,
Thank you for your review. We’re very sorry for the inconvenience caused by receiving a mixed-up parcel and for the difficulties you experienced with our virtual assistant.
A member of our Customer Experience Team has now responded to your email and offered a solution. We hope you are satisfied with the outcome.
We truly value your feedback and will use it to help improve how situations like this are handled in the future.
Kind regards,
The Otrium team
I returned an All Saints jacket over 10…
I returned an All Saints jacket over 10 days ago I’ve sent an email whereby they asked for tracking number and order number and that was 1 week ago still no response despite sending a further 5 emails! No refund as yet either!!
I’ve just received a response and the refund is on its way to me.
27 July 2026
Unprompted review
Reply from Otrium
Hi,
Thank you for your review. We’re sorry that your request was not handled correctly. It appears that your ticket was unfortunately not properly transferred to one of our agents, and we sincerely apologise for the delay and frustration this caused.
Our team has now responded through the contact form and offered a solution. We hope you are satisfied with the outcome.
Kind regards,
The Otrium team
0 customer service
After recieving a faulty profuct, I sent an e mail to the customer service. It's been 12 days and 0 response for them except the automatic AI answer
Update to their answer : I never get asked for a partial reibursment or a return by mail and since I confronted them by mail they stopped to answer too.
14 July 2026
Unprompted review
Reply from Otrium
Dear Theo,
Unfortunate to read your review, especially as it seems like you have been in contact with us and you didn't read/reply to our last question whether you prefer a partial refund or a return.
Let us know!
Best regards,
Otrium
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