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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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
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A Somewhat Frustrating Order Experience
So far placed two orders. First was OK, but a lot of problems with placing a second one. Few days prior to it they send me an email offering 10% off for 3 items order, and 15% when ordering 4. I put 4 items in my cart and then waisted a lot of time with BIRTHDAY discount which wouldn't be applied doesn't matter what! I checked T&C which clearly stated brands excluded from that promotion (those were not in my cart). Not a very good practice to tempt customers with extra discounts which never work! As the result ordered 2 items instead of 4 all these accompanied by a great degree of frustration...
Update-following a reply from an Otrium rep I decided to test if their stated desire to resolve what is truly a pathetic situation, which their side has created, is genuine. As recommended, I used their online contact form to ask for assistance and....all I got were scripted, templated replies clearly stating neither intention no desire to assist and rectify what is by any definition is not normal....Well, guess there are still many more new, unaware customers willing to try and play that roulette....
18 July 2026
Unprompted review
Reply from Otrium
Hi Maria,
Thank you for your review. We’re sorry to hear that placing your second order was such a frustrating experience and that the BIRTHDAY discount did not apply, even though the items appeared to meet the promotional conditions.
We understand how disappointing it is to spend time selecting four items based on an offer, and not being able to use the discount. Please contact our Customer Experience Team through the contact form in our Help Centre and share the promotion details, so we can investigate what happened and offer an appropriate solution.
Kind regards,
The Otrium team
Scam :(
Ordered and returned an item. They emailed me on the 2nd of July saying my item is on the way to them and I still haven't had my money back. Contacted them via the contact form online and Instagram and they have never replied. My order number is OUK-186396
20 July 2026
Unprompted review
Reply from Otrium
Hi,
Thank you for your review. We’re sorry to hear that you had not yet received your refund and that you were unable to get a response through our contact channels.
Unfortunately, we could not find the contact form you submitted. However, we have investigated order OUK-186396 and have concluded that the return parcel was lost in transit.
We have therefore processed the refund for your order. The funds should be visible in your account within three business days.
We apologise for the inconvenience and hope this resolves the matter.
Kind regards,
The Otrium team
Poor AI customer services
I placed an order on 2nd July, I received confirmation of shipment on 3rd July. On the 10th July I received an email from Royal Mail to say Otrium had requested my package to be returned to them. 11 days later and no notification of refund. AI response to say once the return is received by the warehouse it can take 14 days for refund. I never received the items so why should I have to wait for them to process a refund! Useless!
2 July 2026
Unprompted review
Reply from Otrium
Hi Daniel,
Thank you for your review. We understand your frustration regarding the package return and the subsequent delay in your refund.
Unfortunately, it is unclear to us why your package was returned. We are currently working with RoyalMail and our distribution centre to investigate how this could have happened. We will do our utmost to ensure this does not happen again.
Unfortunately, it is not possible for us to intercept and resend the parcel. Rather than waiting for the return to be processed at our warehouse, we have arranged an immediate refund of the purchase price for you. You will find this amount in your account within 1-3 working days. Our team has also sent you an email with more details.
We hope to have resolved this matter and make things right for you. Our team remains available if you need any further assistance.
Kind regards,
Otrium team
Do not order
Do not order! Horrific returns service!
Have attempted to contact Otrium twice regarding the status of my return, have spoke to the AI response and get no further once I’ve sent my Royal Mail tracking. I have also had NO update on whether they have received my item.
Awful customer service, talking to a AI robot is clearly not sufficient.
Would very much like my money back
21 July 2026
Unprompted review
Reply from Otrium
Hi Mae,
Thank you for your review. We’re sorry that our AI assistant was unable to resolve your query and that you did not receive a clear update about your return.
We can confirm that your order was returned on July 4. Returns from the UK can take a little longer, as they are first processed through our UK facility before being transported to our warehouse in the Netherlands. During this part of the journey, it is normal for the tracking information not to show any new updates, but your parcel is still in transit.
As your return has now been in transit for more than 14 days, our team has made an exception and processed your refund in advance. The funds should be visible in your account within three working days. We have also sent you an email with further details.
We sincerely apologise for the inconvenience and hope this has now resolved the matter. Should you need any further assistance, our team remains available to help.
Kind regards,
The Otrium team
Top notch quality tshirt
8 July 2026
Unprompted review
At the moment it’s one star
At the moment it’s one star. I ordered a dress, costing 5.95 delivery. The dress that arrived was completely wrong. I went on line to arrange a return. I got a QR code, but was still told it would cost me 5.95 to return. So that’s 2x 5.95. I received an email (not sure if it was human) telling me I would not be charged. But not saying that I wouldn’t be charged both. The dress has been delivered, but sadly no response from the company. Expect when I tried to find out what was going on I got virtual answer that was nothing like my question
I am owed the cost of the dress plus both deliveries. It wasn’t my fault they sent the incorrect item.
2 July 2026
Unprompted review
Reply from Otrium
Hi Gloria,
Thank you for sharing your review!
We are sorry to hear that you have received a wrong item, in this case you are eligible for a free return, meaning that it will not be deducted from your refund. As the entire order was incorrect, you should receive a full refund, including the shipping costs. We have also requested more information about your order, so our team can ensure that the costs will not be charged.
If you need any further assistance, please contact us via the contact form available in our help center and our team will be happy to help.
Kind regards,
Otrium team
Varid selection and decent quality…
Varid selection and decent quality fashion clothing at comparible/ competitive prices. Easy to navigate website and items arrived in timely fashion. Returns process easy to initiate; however cost involved to return items which is deducted from refund. Also returned items sent to Holland and tracking from leaving UK to arriving in their warehouse not available with no communication until confirmation of receipt of return (1 - 2 weeks). It seems strange that inter country, digital tracking, widely used elsewhere, it is not standard with this company and that there isn't a free returns process offered, as it is with most companies these days. I will not be using this company again for these reasons.
8 July 2026
Unprompted review
Reply from Otrium
Hi Suee,
Thank you for your detailed review. We’re happy to hear that you appreciate our selection, product quality, pricing, website experience, and delivery speed. We’re sorry to hear, however, that the return process and lack of tracking updates have negatively impacted your experience.
Regarding return tracking: once Royal Mail hands your parcel over to our logistics partner, tracking updates will usually stop. This is completely normal and does not mean that your return is no longer moving through the network. Your parcel continues its journey, but updates may only become available again once it has been received and processed in our warehouse. We take your feedback into consideration for further improving our services!
Further, at Otrium, we aim to offer the best possible prices for our items. We charge shipping and return fees to keep our product prices as low as possible while providing transparency. There are many operational steps involved in processing both delivered and returned orders. By separating shipping and return costs, we can offer item prices with no hidden costs, and you can see exactly what you pay for transport.
We appreciate your feedback and will continue working on making the overall customer experience as smooth as possible.
Kind regards,
Otrium team
Great range of products and the prices…
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 before the delivery notification is issued. I've been lucky so far that I've not had to return anything but the cost of returning is something that influences what I purchase from them.
30 June 2026
Unprompted review
Reply from Otrium
Hi,
Thank you for taking the time to leave us a review! We're delighted to hear that you're enjoying our wide range of products and great prices.
We also appreciate your feedback regarding our delivery tracking and return process. We're sorry that the delivery notifications haven't always been accurate. Unfortunately, these updates depend on the carrier's tracking information, but we understand how important clear communication is.
Regarding return costs, we've chosen to keep our product prices as low as possible and you can see exactly what you pay for transport.
Thank you again for your valuable feedback, and we hope you'll continue to enjoy shopping with us.
Kind regards,
The Otrium team
Really positive experience, pleasantly surprised
I wasn’t sure about using Otrium based on the reviews here. I decided to give them a try though and was very pleased. I ordered a pair of LK Bennet shoes which arrived pretty quickly, they were packaged well and exactly as described. Sadly they didn’t quite fit so I sent them back using a really simple return process. They deducted £5 for return delivery, which I knew they would when I ordered, and they refunded me very quickly. I’d definitely order from them again, I didn’t have any issues at all
1 July 2026
Unprompted review
Great choice, incredible value
I ordered two pairs of suede LK Bennet wedges in pink and tan for less than a third of the original price.it was an easy process and I was sceptical as a ‘too good to be true’ however, I was wrong, and despite checking daily that this was not a scam site, both pairs arrived within six days , original to the letter and perfect! I am really really pleased with them. Well worth a visit online for brands.
27 June 2026
Unprompted review
The costumer service is very bad
The costumer service is very bad . It’s near one week I tried to return my order. I haven’t received return barcode.
I sent 5 emails to them for sending me a return barcode, but I still haven’t received any barcode. Unfortunately I spent 105 pounds and sadly I am not sure if I can return it or not.
20 June 2026
Unprompted review
Reply from Otrium
Hi Hasti,
Thank you for your review. We’re sorry for the delay in receiving your return label.
You are of course always able to return an item as long as it is still within the return window. We can confirm that we sent your return label on June 22nd and hope that you are able to return it now!
If you still need any further assistance, please contact us again and our team will be happy to help.
Kind regards,
The Otrium team
Open carefully.
Easy to order, came on time, very pleased with my hatinater.
One comment, a little more packing on the top of the hat would be nice, needed to be xtra careful opening the centre of the top sticky tape, very worried about damaging the crown.
31 May 2026
Even today i havent received my refund…
Even today i havent received my refund but i have returned the item and it was received on the 10/06/26
31 May 2026
Reply from Otrium
Hi,
Thank you for review and we are sorry to hear that you are still waiting for your refund.
Your package was delivered at our warehouse on June 10th successfully. Once the item arrives, it can take up to 14 days for it to be processed and you refund issued.
Therefore, we kindly ask you to wait until June 24th for your return to be processed. In case the situation remains the same until then, please use our contact form via the help center so our team can assist you as soon as possible.
If you have any other questions in the meantime, our team remains available!
Kind regards,
Otrium team
I have bought many items from Otrium…
I have bought many items from Otrium and they have always arrived quickly and packed superbly.
30 May 2026
I love shopping with Otrium
I love shopping with Otrium. There is a great range of brands to suit all tastes at really amazing prices. I've bought many items for myself and family. Often there is an additional discount on the sale prices. Only small gripe is it takes a bit longer to receive the goods, but the great discounts outweigh this.
23 May 2026
Great selection (sometimes pieces you…
Great selection (sometimes pieces you can't get anywhere else) great prices and service. Yes returns can take a little longer than some other companies but the process is good.
9 March 2026
Great bargains
Great bargains, send quickly. Expensive return costs the only negative. A top I bought was a bit small but I won't be returning it. Otherwise everything else I have bought has been a good fit.
8 March 2026
Happy with the choice of fashion items
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 return. The other issue which I find is the delivery costs are high and the length of time it takes to receive items.
10 June 2026
Reply from Otrium
Hi Liz,
Thank you for your review. We’re glad to hear that you appreciate our selection and prices.
At the same time, we are sorry to hear that you were disappointed with the shipping and return costs. We charge shipping and return fees separately so we can keep our product prices as low as possible and remain transparent about transport costs.
We’re also sorry if delivery took longer than expected. We always aim at staying within the delivery time, but in some cases, delays can happen. This is of course not the ideal experience, and we appreciate your feedback.
Kind regards,
The Otrium team
My entire experience in ordering a pair…
My entire experience in ordering a pair of Levi's jeans was very positive. Having not purchased any items from Otrium before, I mainly relied on customer reviews. I am really pleased to let you know from the time I ordered the pair of jeans until I received them, I had no issues. The item was delivered to me promptly in mint condition. Thank you for your impressive service!
14 March 2026
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