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
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Overpriced postage costs
The cost of postage both ways if you need to return an item amounting to £11.90 is overpriced. I ordered a shirt which could have been shipped in a small bag but it was sent in a large box. I won't be ordering again.
12 March 2026
Unprompted review
Reply from Otrium
Hi Pauline,
Thank you for your review.
At Otrium, we give you the best possible price for an item. 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 orders that are delivered or returned. 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 hope that this will make our customers more mindful when shopping and avoid making unnecessary purchases, since conscious shopping is a shared responsibility.
The process of returning an item contains many steps not directly visible to you. It includes reversed shipping, inspecting the item, possibly cleaning or repairing, repackaging and then putting the item back on stock, before it’s put back online in order to be matched to a new owner.
With the whole return process being out of sight, it is easy to forget how many hands, environmental impact and costs are involved in this process. Therefore, it's our goal to make 100% of returned items sellable again.
We hope to have clarified the delivery costs and remain available!
Best regards,
Otrium team
Be careful. No communiction about refund / returns
Great collection and fast delivery BUT be careful! I have returned 3 items worth € 165,- 3 weeks ago now and despite multiple attempts to get the refund in the agreed time of 14 days, nothing happens. No human communicationis possible, the only one you "talk" to is a chat bot. As a returning customer I am disappointed in this poor communication. I would not recommend to send anything back to Otrium, you never know if you get your money back :(
23 February 2026
Unprompted review
Reply from Otrium
Hi Berry,
First of all, thank you for your kind words about our collection and delivery, we truly appreciate that!
Regarding your return: according to the tracking information, your package was sent on February 17th and arrived back at our warehouse on February 18th. From the day it is received in our warehouse, we kindly ask you to allow up to 14 days for the return to be processed and the refund to be issued.
If you have not received your refund within this timeframe, please contact us via our contact form as soon as possible so we can look into it right away and arrange a solution for you.
We understand how important clear communication is and appreciate your patience.
Kind regards,
Otrium Team
Should have listened to the reviews!
Clearly this company are sending faulty goods.
I ordered a French connection coat and received it today.
The coat is beautiful and I wanted to keep
It but the left hem was bunching. It’s almost like someone had poorly re stiched it and sent it out. I’ve attached a photo about five times even I can see it in the contact form and I’ve even uploaded onto a cloud service as requested and sent the link but the bot that’s talking me keeps saying they can’t see it. Now I’ve been ghosted. I just want my return label so I can get a refund. I’ve already used the direct email so pleas don’t send me the bot email again.
20 February 2026
Unprompted review
Reply from Otrium
Hi Su,
Thank you for sharing your experience. We apologize for the faulty item, which does not meet the standards we aim to deliver. Further, we appreciate your patience with our AI chat bot - it is able to read pictures, but it may present an error depending on the image format.
We have replied to your messages on February 21st with the instructions on how to return a damaged item. Once your package arrives back to us, please allow up to 14 days so your return can be processed and refunded.
Please don’t hesitate to reach out if you have any questions in the meantime, we are here to help.
Best regards,
Otrium team
Sent defective item
Like a lot of the other reviews, returning costs money. I was sent a defective item (it has a hole in it) but the app will not allow me a refund without having to pay to return the item. Total scam, they are sending defective products hoping you will keep them as it costs money to return (which is exactly what's happened.)
12 February 2026
Unprompted review
Reply from Otrium
Hi Francesca,
Thank you for your review. We’re very sorry to read about your experience and completely understand how frustrating this must feel.
We were unable to find any previous communication from the email address provided regarding your order OUK-165708. If you have received a damaged item, we kindly ask you to contact us via our contact form and upload a clear photo of the affected area. Once we receive your request and our team confirms that the item is indeed damaged, you can of course return it free of charge.
Regarding defective products: we do have a thorough quality check process in place. However, despite these checks, it can occasionally happen that an item with a defect slips through. If that is the case here, we are more than happy to provide you with the best possible solution.
We look forward to assisting you further.
Kind regards,
The Otrium Team
OUK-156542
My package OUK-156542 got returned on 13/12/25 and the email confirmation that my return is on its way back also got sent on the same day. I’ve given an email asking to get an update on my refund, an AI bot is the service provided me the updates that is no help to me. I’ve received no actual help and am still looking out for my refund, should not need to email and be left for 2 months with no refund for the group.
13 December 2025
Unprompted review
Reply from Otrium
Hi Colby,
We’re really sorry for the inconvenience, and thank you for your patience while interacting with our AI agent, we understand how frustrating this situation must be.
We received your message on January 24th and have just contacted you privately to look into this further. At the moment, we haven’t yet received your return package in our warehouse, which is why the return hasn’t been processed and the refund hasn’t been issued.
To move this forward quickly, we kindly ask you to share the return receipt or proof of shipment with us. Once we have that confirmation, we can promptly process your refund.
Please don’t hesitate to reach out if you have any questions in the meantime, we’re here to help and look forward to resolving this for you as soon as possible.
Best regards,
Otrium team
Refund processed
Easy to contact customer service regarding process of my refund.
21 January 2026
Unprompted review
Reply from Otrium
Hi Patsy,
Thank you for your review. We’re sorry to hear about the delay you’ve experienced, we understand how frustrating this must be.
We’ve just reached out to you directly, as we weren’t able to find any previous messages linked to your account. It’s possible the earlier contact was sent from a different email address. To help us investigate and resolve this as quickly as possible, we’ve asked you for some additional information so we can locate your return and proceed with the refund.
As soon as we receive those details, we’ll take it from there and make sure this gets sorted for you.
Thank you for your patience, and our apologies again for the inconvenience.
Kind regards,
Otrium team
Otrium Not recommended at all
Returned an item OUK-162716 via Otrium provided Royal Mail return label on 12/01/26. According to trackings, parcel were delivered back to Otrium on 14/01/2026. Still no refund. Two times sent an enquiry to them, they responded just next few days again and again.
28 January 2026
Unprompted review
Reply from Otrium
Hi Agnes,
Thank you for reaching out regarding your return OUK-162716. Because this return is coming from the UK, the process takes longer than domestic returns: Royal Mail collects your parcel, hands it to Bleckmann, and DHL transports it to our warehouse in the Netherlands. This journey can take up to 21 days, and tracking may stop once Royal Mail hands it over — this is normal. As soon as the return arrives and is checked in, we will process your refund immediately to your original payment method, and you’ll receive a confirmation email. Please note it may appear in your bank account as “Stichting Mollie Payments”. We appreciate your patience, and if 21 days pass without a refund, our support team will assist further.
Kind regards,
The Otrium Team
Beware! Items used, returned, and sold as new without passing checks
Received pants from Kooples that were hemmed and used and sold as new. Contacted customer service and no adequate resolution was offered. No refund given.
20 December 2025
Unprompted review
Reply from Otrium
Hi Audrey,
We’re sorry to hear about your experience — that’s not what we want for our customers.
We’ve looked into this and can confirm that we’ve reached out to you with a solution. Our team provided instructions to return the item (on December 12th), which is needed for us to process a refund. At the moment, we haven’t received the return yet, which is why no refund has been issued so far.
We hope to hear from you soon, so we can arrange the solution we offered you.
Kind regards,
The Otrium Team
STILL NO REFUND
Returned orders OUK-162653 and OUK-162654 via Otrium provided Royal Mail return label on 12/01/26. According to trackings, both parcels were delivered back to Otrium on 14/01/2026. Still no refund.
OUK-162654 - OV446859499GB (Royal Mail tracking)
OUK-162653 - OV446859511GB (Royal Mail tracking)
12 January 2026
Unprompted review
Reply from Otrium
Hi Steven,
Thank you for providing the details of your returns. According to our records, both parcels (OUK-162653 and OUK-162654) were in transit to our warehouse on 13th January 2026, but after that we have not received any further tracking updates.
We will process the refunds for both orders, apologies for the inconvenience.
Kind regards,
The Otrium Team
I've used Otrium over the past 3 years…
I've used Otrium over the past 3 years - usually without fault( once had a return issue)
On this occasion now, I have sent back a number of items that I had bought as gifts-which were unsuitable and am expecting refund . However, whilst customer service were engaging when they were helping me deal with the process of returning items from diffeent orders- the fact that they received the items on the 31st december and have ignored all 3 emails I have sent in the past 7 days is not what I would expect from them. NOt sure how one gets confidence from here but I will take matter further if no response from their message system or email by end week
31 December 2025
Unprompted review
Reply from Otrium
Hi Chrystel,
Thank you for sharing your experience — we’re sorry to hear this has been so frustrating, especially after years of positive experiences with us.
We can confirm that your return is being refunded, and a human customer service agent is already in contact with you to make sure everything is handled properly and as quickly as possible. We understand how important clarity and timely communication are here, and we’re sorry this didn’t meet your expectations.
Please rest assured that this is being actively followed up, and you’ll receive confirmation as soon as the refund is fully processed.
Kind regards,
The Otrium Team
Faulty item and unable to contact customer service
Ordered a jumper which arrived and was faulty (plus sizing seemed off). It is impossible to speak to customer service, chatbots are unavailable. It also will not allow me to “create a return”. Really poor service would not use the company again
7 January 2026
Unprompted review
Reply from Otrium
Hi Carl,
We’re very sorry to hear about your experience and that the jumper didn’t meet your expectations. We always aim to provide high-quality products, and it’s disappointing when this isn’t the case.
We have reached out to you with a solution, looking forward to hearing from you, so we can resolve this for you.
Warm regards,
The Otrium Team
Great service
I have seen a lot of negative reviews but I cannot fault them. Fast delivery and response time from customer service! Very happy with my purchase. Will definitely use again in the future!
10 January 2026
Unprompted review
Reply from Otrium
Hi Emma,
Thank you so much for your kind review! We’re really happy to hear that you had a great experience with both the delivery and our customer service, and that you’re pleased with your purchase.
We’re glad we could meet your expectations and we look forward to welcoming you back again in the future!
Kind regards,
The Otrium Team
Disappointed with the poor customer…
Disappointed with the poor customer service. Sent my order OUK-160914 back before Christmas, delivered back to them on 24th December and nothing from them at all. No confirmation, no refund! The contact form is useless as I am going around and around with Oliver the bott! I am getting emails about new stock, how can a customer buy from you again when they are treated so poorly?
I understand it was received before Christmas and made allowances for that , but it is now the middle of January and most of us are back at work now. I have received all refunds from other reputable companies within that time and would expect at the least a response to my query.
24 December 2025
Unprompted review
Reply from Otrium
Dear Tracy,
During Christmas delivery companies work with less capacity, so everyone can enjoy time with their families.
It's normal returns take longer during these times especially shipping from the UK all the way back to NL with customs etc in-between.
Have made your refund manually now.
Hope you have a great week!
Team Otrium
3 items from the order were missing
3 items from the order were missing. Still charged for them. I’m in contact with AI messaging who says a human colleague will contact me to sort it. Despite many emails chasing - still no response.
17 December 2025
Unprompted review
Reply from Otrium
Hi Chris,
Thank you for sharing your feedback with us. We’re very sorry to hear that three items are missing from your order.
To resolve this as quickly as possible, we’ve sent you an email to confirm the missing items. Once we have your confirmation, we will issue a refund for them.
We look forward to your reply and appreciate your patience.
Warm regards,
The Otrium Team
I love using Otrium
I love using Otrium - it’s absolutely wonderful. Orders come when they say they will, the product range, value and quality is excellent and I know it is highly unlikely I’ll meet anyone else wearing the same as me.
29 November 2025
I am writing to express my utmost…
I am writing to express my utmost disappointment with the excessively long time it takes Otrium to process refunds after a return has been completed. It is completely unacceptable that customers must wait up to 21 days for a refund in this day and age.
In a world where transactions are instant and most retailers process refunds within a few days, Otrium’s timeline is outdated, inconvenient, and frankly disrespectful to customers who expect efficiency. I urge you to review and urgently improve your refund processing system. This current delay is unacceptable and undermines trust in your service.
NB; The order number is OUK157179.
There's a second return awaiting refund as well with order number OUK158788.
3 December 2025
Unprompted review
Reply from Otrium
Hi Kenny,
Thank you for sharing your concerns — and we completely understand why the long refund timeline feels unacceptable. You’re absolutely right to expect faster processing in today’s world.
To clarify, the extended timeframe mainly affects UK orders due to customs procedures. When a return is sent back from the UK to our EU warehouse, it first needs to clear customs before it can be delivered to us. Unfortunately, this step can add several days, and during busy periods even longer, before the return physically reaches our facility. Only once the item arrives can we begin the standard processing and refund steps.
This doesn’t make the wait any less frustrating, and we fully recognise that this experience needs improvement. We’re actively working on ways to speed up UK return handling and reduce customs delays.
UPDATE: Thank you Kenny for providing more information, I can see that we refunded you for OUK157179 on 12/15/2025 and OUK-158788 has just been refunded.
Thank you again for your feedback — it truly helps us improve.
Warm regards,
The Otrium Team
Poor website offers vs available stock level
Attractive price for branded clothing. Order placed according to their website instructions. Three days later, while awaiting delivery, informed that items were not available!
Poor online retailer, due to a website that is clearly not adequately linked to stock levels. This was a genuine experience. Order ref: OUK-159819
11 December 2025
Unprompted review
Reply from Otrium
Hi Christopher,
Thank you for sharing your feedback, and we’re truly sorry for the disappointment — we completely understand how frustrating it is to place an order and then be informed that some items are no longer available.
Unfortunately, during busy periods stock can sell out very quickly, and in rare cases the system isn’t able to update the availability in time. We know this is far from ideal and are continuously working on improving the accuracy between our stock levels and what’s shown on the website.
If you’d like us to take a closer look at your order or assist further, please feel free to share your order number, by editing your Trustpilot review — we’re here to help.
Kind regards,
The Otrium Team
Purchased from Otrium several times now…
Purchased from Otrium several times now just glad they are back providing a service in the UK
20 November 2025
Great products at attractive prices.....BUT
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 company who only sell online, have no interest, it would seem, in allowing customers to contact them.
4 December 2025
Unprompted review
Reply from Otrium
Hi Daniel,
Thank you for sharing your feedback, and we’re really sorry to hear about your experience.
Our team has reached out to you directly by email to assist you with your issue. Please check your inbox — we’re ready to help you create your return and make sure everything is resolved as quickly as possible.
We understand how important accessible customer support is and appreciate you bringing this to our attention.
Kind regards,
The Otrium Team
My order arrived very quickly
My order arrived very quickly. However, the item is too big for me and the fabric is a bit scratchy. I returned my order a week ago, but I haven’t received any acknowledgement from Otrium yet.
19 November 2025
Reply from Otrium
Hi Amy,
Thank you for sharing your feedback. We’re glad to hear your order arrived quickly, but we’re sorry that the item didn’t meet your expectations.
I can confirm that we have received your return and it is being processed. Please allow a few days for the return to be fully completed and the refund to be issued. If you don’t see the refund within the expected timeframe, please contact us so we can assist you further.
Thank you for your patience.
Kind regards,
The Otrium Team
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