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
What people talk about most
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
Company replied
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
Company replied
2.9
Average
4k reviews
Asks customers to review
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Skirt to big
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 clearly from other reviews I can see a problem 😞
3 June 2026
Unprompted review
Reply from Otrium
Hi Joanne,
Thank you for your review.
We’re sorry to hear that the skirt did not fit as expected, even after you checked the size chart.
We understand how disappointing that is. Because we work with many different brands, sizing can unfortunately vary between brands and sometimes even between collections. We know this can make shopping online more difficult, especially when the size guide seemed correct.
If an item does not fit as expected, you can of course return it within our return period. If you need any help with that, please contact us via the contact form in our Help Centre and our team will be happy to assist you.
Kind regards,
The Otrium team
Took a chance and it paid off
I made a thorough check online before ordering from Otrium given some of the very adverse feedback, but decided having ordered from other companies based overseas, I would order, especially as they offered the best price including delivery, online, and there is positive feedback too. One of their main problems is that their tracking and update systems are so poor. I heard nothing for ten days after the initial order and email confirmation. I then received an email saying the item had been delivered and could I leave feedback. I used their customer services system to tell them the package had not been delivered and did receive a reply very quickly the same day, clarifying it was still on way. Once the package was with Royal Mail then my confidence grew, and more so when it was delivered, very well packaged and the three polo shirts in excellent condition. In this day and age I can't see why they don't provide full tracking.
6 June 2026
Unprompted review
Reply from Otrium
Hi Tony,
Thank you for your review. We’re really glad to hear that you were happy with the selection, prices, and condition of your items.
We also understand your comments about the tracking and updates. Because our warehouse is based in the Netherlands, the early tracking updates do not always show the full journey of the parcel. Once the shipment is handed over to our UK delivery partner, Royal Mail, it can be tracked more clearly using the tracking number of your package.
We’re sorry that this made the delivery process feel uncertain at first, and we truly appreciate your feedback as it helps us improve our service. We remain available if you need any further assistance!
Kind regards,
The Otrium team
Poor and unprofessional service
I placed an order OUK-182764 you have taken my money and still no shipping confirmation email. There is no way to contact this company other than their AI customer service agent which is never available no matter what time of the day I try it. Not happy!
3 June 2026
Unprompted review
Reply from Otrium
Hi,
Thank you for your review. We’re sorry that you still haven’t received an order confirmation email.
We have just checked our system and can confirm that your order OUK-182764 was placed successfully. We have also just sent the invoice for your order to you by email. Please make sure to check your spam and junk folders as well, as our emails may sometimes end up there.
Once your package is shipped, you will receive an email with the tracking code.
If you have any other questions, please contact us via the contact form available in our Help Center and our team will be happy to assist you. For the most up-to-date contact hours and available channels, please also check the FAQ article on our website.
Kind regards,
The Otrium team
Wrong item sent
Wrong item sent
Cant get through to customer service, order doesnt show in my account, chat doesnt work.... absolutely appauling - i cant even create the return for the wrong item sent (which took 2 weeks!)
Please do not use this site!
3 June 2026
Unprompted review
Reply from Otrium
Hi VS,
Thank you for your review.
We have requested more information about your order in order to assist you further, but unfortunately we didn't receive a response. If you still need any help, please reach out to us via our contact form available in our help center. Our team will be happy to help you.
Best regards,
Otrium team
Biggest regret buyer from this…
Biggest regret buyer from this establishment. I bought an item that is faulty, there is no contact number and the AI response I keep getting replies from is useless. I just need help with a return, I have been trying for hours replying to emails and never getting a human. What a con
1 June 2026
Unprompted review
Reply from Otrium
Dear Victoria,
As also replied through your contact form we always try for customers to create their own return so they can follow the Track and Trace themselves at any moment in time.
Looking into the conversation you had yesterday you have been helped outside business hours, which we think is a big step forward, our human agents don't work outside office hours as you may understand. Unfortunately the AI agent wasn't able to help you eventhough he did guide you to the right steps.
Your issue has been solved anyway now.
Hope you have a good day.
Team Otrium
No returns process
The returns process takes you to a blank page so there is no way of making a return. No phone number just lots of 'how to' articles that don't work. Avoid.
1 June 2026
Unprompted review
Reply from Otrium
Hi Peter,
Thank you for your review. We’re sorry that the return process is not working correctly.
We have just requested more information about your order. As soon as we receive it, we’ll be able to assist you further and provide a suitable solution. Alternatively, you can also contact us via the contact form available in our Help Centre.
Kind regards,
The Otrium team
I placed an order
I placed an order. 10 days later nothing, no shipping email or item. There is no way to contact customer service. Just feels like a scam at this point.
18 May 2026
Unprompted review
Reply from Otrium
Hi Jane,
We are sorry to hear about the delay and the lack of communication regarding your order. We have requested more information about your order so we can investigate it further.
Alternatively, please feel free to reach out to us via the contact form available in our help center - our team will be happy to assist you!
Kind regards,
Otrium team
21 days to process a refund
When ordering from this site make sure whatever you buy make sure you like it or fit you. The return process from the uk takes 21 days before they process your refund
30 May 2026
Unprompted review
Reply from Otrium
Hi Toni,
Thank you for your review. We’re sorry for the delay with your return and refund.
Based on your most recent order under your name, we can see that the return was dropped off on May 30th, so the parcel is still on its way to our warehouse. Once the return arrives with us, it can take up to 14 days for the items to be processed and for the refund to be issued.
If you need help with a different order, please contact us via the contact form on our website and our team will be happy to assist you.
Kind regards,
The Otrium team
No sign of my order
No sign of my order. The tracker says that Royal Mail is expecting the order from the sender, I received an email from Otrium that they have delivered- they do not respond to communication form I submitted twice, there is no phone number to call. Fraudsters! Avoid!
27 May 2026
Unprompted review
Reply from Otrium
Hi,
Thank you for your review. We’re sorry to hear that you haven’t received your order yet and that our communication did not meet your expectations.
We understand how concerning it is when the tracking information does not match the email you received from us. This is not the experience we want to provide.
We have requested more information regarding your order via Trustpilot so we can check it properly and provide you with an update as soon as possible. Rest assured, we will provide you with an appropriate solution.
Kind regards,
The Otrium team
I ordered a jacket and my order vanished even though I was charged
I ordered a jacket and received a confirmation email and the money was taken from my bank account. I go to look at my orders and it says I haven't placed any order, even though I can obviously provide proof and have given it via their automated system which is absolutely useless and unhelpful. It's been 4 days now and I've heard nothing. I think this is a scam company.
22 May 2026
Unprompted review
Reply from Otrium
Hi Mark,
Thank you for sharing your experience.
We have checked your order and can confirm that your order OUK-180968 was successfully placed. We have just sent you an email with more details about it. If you cannot see your order in your account, please make sure you are logged in with the same account that was used to place the order.
At the moment, our warehouse is experiencing a small delay in shipping orders due to high demand. As soon as your order is shipped, you will automatically receive an email with the tracking code for your parcel.
If you have still not received any update by May 28th, please contact us again so we can investigate this further for you.
Kind regards,
The Otrium team
Terrible company to deal with.would not recommend it to anyone
Terrible company to deal with.
15 May 2026
Unprompted review
Reply from Otrium
Hi Jelena,
Thank you for your feedback. We’re sorry to hear about your experience.
We have just sent you a follow-up email regarding your situation and look forward to hearing back from you so we can find an appropriate solution.
We remain available for you.
Kind regards,
The Otrium team
reached out the customer service to…
reached out the customer service to explain the code they gave doesn’t work any more . refused to discuss saying you passed the window
21 May 2026
Unprompted review
Reply from Otrium
Hi Riazul,
Thank you for your review. We’re sorry to hear that the discount code no longer worked and that the communication with our team did not meet your expectations.
We understand how disappointing this must have been. If a code has passed its validity period, we are unfortunately not able to reactivate it.
If you have any further feedback, we are happy to hear it! We remain available via the contact form in our website.
Kind regards,
The Otrium team
Good experience but defective items returns could be better
Update: I did get a full refund two weeks after I dropped off the parcel, so thanks to Yara for getting in touch with me quickly after they replied to me on Trustpilot.
In the end it was smooth, but the return process for defective items could be improved. I guess it would be nice to have the option to contact a person if the AI assistant stops replying, that would've made things easier. Overall, I would shop here again.
---
Ordering was smooth and I guess will be if you don't receive a defective item. I ordered 3 items (OUK-174622) but the one arrived really wrinkly with worn-out elastic, as if it's a used item.
I want to return the item but it seems impossible to do so without being charged for it. The help center pages says "return shipping is automatically free" for damaged items, but when I was creating a return it says I'll be charged 5.95 for it.
I've created the return in case this is the only label I will get from them. There's never anyone on live chat so I left a message. I did get a response pretty quickly from the virtual assistant, but it doesn't reply to any follow-ups, so it's literally like talking to a wall.
How do I actually get a free return label for a damaged item?
21 May 2026
Unprompted review
Reply from Otrium
Hi Ava,
Thank you for your review. We’re sorry to hear that one of the items arrived in that condition. This is not the experience we aim to provide.
For damaged items, you can of course return the item free of charge. If the return page still showed a fee, we understand that it must be confusing - we take your feedback to improve it.
Rent assured, with the correct "return reason" selected, once the item is assessed and confirmed as damaged, the return cost is not charged.
We also sent you an email with more details. If you still need any help, please contact us again via the contact form on our website and our team will be happy to assist you further.
Kind regards,
The Otrium team
Placed an order with them I…
Placed an order with them I accidentally put the wrong postcode on delivery address. I realized as soon as confirmed order got in touch right away they would not help just to change the post code.
10 April 2026
Unprompted review
Reply from Otrium
Hi Steve,
Thank you for your review. We’re sorry to hear that there was a mistake in the delivery address.
Unfortunately, once an order has been placed, it is no longer possible to change the address. Our order processing is designed to prepare and dispatch orders as quickly as possible. We would therefore recommend keeping an eye on the tracking link for your order. Once it becomes active, the courier may offer the option to redirect the parcel to a pick-up point.
If the courier is unable to deliver the parcel because of the incorrect address, it will automatically be returned to our warehouse. Please note that parcels returned to our warehouse enter the return process automatically and cannot be resent.
We hope your parcel can still be delivered successfully. If you have any further questions, please don’t hesitate to contact us.
Kind regards,
Otrium team
Horrific customer service yet again
Horrific customer service yet again. Been 3 weeks i have been trying to reach out to otrium no success regarding a faulty jacket! Absolutely disgusted at the level of customer service, it is basically non existent. They will send you one unhelpful reply and then you are forever chasing up but nothing as of yet. It shouldn’t take this long to resolve when i have provided all proof etc. nobody shop from here or you will regret.
6 April 2026
Unprompted review
Reply from Otrium
Hi,
We’re sorry to hear that you have received a damaged item and your experience with it.
We replied to you asking for a photo of the damaged item on April 2nd, but unfortunately we have not received the picture yet, so we have not been able to assist you further. We have just sent you another email asking you to submit the picture(s) via the contact form available on our website.
As soon as we receive the images, our team will review the situation and provide you with a suitable solution.
Kind regards,
Otrium team
hiden costs
The company advertises the product with a stated price and claims there are no parcel fees. However, they charge approximately £6, and if you choose to return the item, you will also be charged around £6 for the return process. Quite costly, I would avoid them.
1 April 2026
Unprompted review
Reply from Otrium
Hi Carmen,
Thank you for your review. We’re sorry to hear that the shipping and return costs felt too costly.
At Otrium, we aim to offer the best possible price for each item. To keep our product prices as low as possible and remain transparent, we charge shipping and return fees separately. This means there are no hidden costs in the item price, and you can clearly see what you are paying for transport.
The return process also involves many steps that are not always visible, such as reverse shipping, quality inspection, possible cleaning or repair, repackaging, and putting the item back into stock before it can be offered to a new owner again. Because of this, returns come with both operational costs and environmental impact.
That is why we also hope this encourages more mindful shopping and helps avoid unnecessary purchases, as conscious shopping is a shared responsibility. Our goal is to make 100% of returned items sellable again.
We have also sent you an email asking for more details about the claim of no parcel fees and look forward to your reply.
Kind regards,
The Otrium team
Disappointed don't deliver to Northern…
Disappointed don't deliver to Northern Ireland
27 March 2026
Unprompted review
Reply from Otrium
Hi Andy,
Thank you for your feedback. We understand your disappointment that we’re currently unable to deliver to Northern Ireland.
At the moment, the best option would be to place your order using a delivery address in one of the regions we currently ship to, if that is possible for you. You can always check the available delivery countries and regions on our website before placing an order.
If you need further assistance, please contact us via the contact form available in our website.
Kind regards,
The Otrium team
They won't respond to my return…
They won't respond to my return request. I liked most of the items but I want to return one raincoat that is too big. They sent several emails asking me to feedback on my 'customer experience' but the email they should have sent with the DHL return label they simply will not send however often I contact them for it. Useless customer service.
31 March 2026
Unprompted review
Reply from Otrium
Hi Jan,
Thank you for your review.
We are sorry to hear that you haven't been able to download you return label online. Our agent has replied to your message on March 28th and 29th with the link to the return label, as requested. Perhaps, our email ended up in the spam or junk folder, so please make sure to always double check it.
Nevertheless, we have just sent you an email with a new return label attached.
If you need further assistance, please feel free to contact us and we will be happy to help.
Best regards,
Otrium team
I am trying to contact customer…
I am trying to contact customer services. All I am doing is getting an AI response. All I am doing is having to keep repeating myself. I returned an item weeks ago. I have not had an email or a refund and no one is coming back to me.
26 March 2026
Unprompted review
Reply from Otrium
Hi,
Thank you for your message, and we’re really sorry to hear about the difficulty you’ve had reaching us.
We previously tried to contact you to request more information about your order, but unfortunately did not receive a response. We also could not find any previous communication with your name. To help us resolve this for you as quickly as possible, we kindly ask you to reach out again via the contact form on our website.
Please note that due to the Easter holidays, our response times may be slightly longer than usual, but we will get back to you as soon as possible.
We’re here to help and look forward to resolving this for you.
Kind regards,
Otrium team
Issue with refund
I have been waiting for my refund for several weeks now. Unfortunately, I have not received it yet.I have contacted customer support via Email, but the issue is still unresolved.
I Returned my whole order in a same package ODE-738429
I hope this matter regarding my refund can be resolved quickly.
20 March 2026
Unprompted review
Reply from Otrium
Hi Sonia,
As also informed you through the contact form, your profile has been blocked due to fraudulent behaviour.
You can get back to the contact form but warnings have been sent to you so this should not come as a surprise.
Have a good day.
Otrium
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