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
Asks customers to review
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Great company to buy from
Great company to buy from with excellent communication. . I bought 2 White Stuff sweaters. Great price and just as photo. They arrived beautifully packaged.
16 November 2025
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.
Reply from Otrium
Hi Aysha,
Thank you for sharing your experience with us. And we apologize that your shoes arrived with the security tags still on. That should not happen.
We advise you to visit the FAQ (link below) to follow the steps on what to do when your item still has the security tag on.
Once again our apologies for the inconvenience.
Warm Regards,
The Otrium Team
https://help.otrium.nl/en/articles/633?_gl=1*syque2*_ga*MTcyODQ5MDM2MC4xNzU2OTEwMjkz*_ga_XHK1GCCSPR*czE3NjQ4MzY5MzgkbzI3JGcwJHQxNzY0ODM2OTM4JGo2MCRsMCRoMTI2MTY3NDY2Mw..*_fplc*Q2ZaNUM4VkFZdyUyRjJpS0RQM2V5QWZETlZ1U0tTc3BlY1BWajQ3R093OWZKdEdEZ3RPc24zb1g4ak5hMnZ3Tmd6alplSFQlMkJ2SExXUmhHUyUyRkJpMDZveVN0b25HYTkwQUI4Q3JBM29yazJtUkxQeHNUcmdWRGRlU3JRR0dEd0d3JTNEJTNE
Great products easy to order the only…
Great products easy to order the only complaint I have is the returns process took a very long time for a refund to be processed after I returned an item from the UK I had to chase the refund up several times apart from that very good
9 November 2025
They charge a lot of money for returns
They charge a lot of money for returns. I am still waiting for my refund. Not worthy.
9 November 2025
Reply from Otrium
Hi Carmen,
Thank you for taking the time to share your experience with us. And we apologize that you have not received your refund yet.
I have just checked our systems and can see that your return is being processed. You should receive your refund in 1-3 days.
For our returns we charge a fixed rate of £5.95 for all returns--from the UK.
I hope to have informed you enough,
Warm regards,
The Otrium Team
Happy customer
All items ordered, excellent quality, packed neatly and arrive boxed which can be re used or recycled
25 November 2025
Returns not great and chatbox terrible!
Would have liked to return an item but cannot get a returns label and chat box is useless. Oh yeah and what happens if you personally dont have a printer! Alot of faf and messing around. Will never order from here again.
24 November 2025
Unprompted review
Reply from Otrium
Dear Emma,
Unfortunate that you experience our chatbot in this negative way, we are making sure the chatbot takes the easier tasks so our agents can focus on complicated more challenging issues.
That way you can quickly receive a return label or an explanation how to return rather than waiting some hours for a reply.
When checking your messages I can see the bot is waiting for your order number to be able to help.
The return label doesn't have to be printed but can be scanned at a drop off point from your phone.
Absolutely terrible company
Absolutely terrible company. First order, a security tag was left on. Second order, a security tag was left on. I was told to either take the item to my nearest White Stuff shop to get it de-tagged or return it to them. Not very good customer service. Oh, and as a goodwill gesture, 30% off my next order and free postage. Well, I did this on another order, and guess what? I was sent a completely different dress! It has been a joke, and I can have another 30% off my next order and free postage, as if I'm going to order from this dreadful company again. After the first order, I was reassured it would never happen again. Well, it did. No compassion and just a "sorry" isn't good enough. If you like receiving items with tags left on and a completely different item that you didn't order, then good luck. To say I am spitting feathers is an understatement.
8 November 2025
Reply from Otrium
Hi Susan,
Thank you for taking the time to share your experience. We’re very sorry to hear about the repeated issues with your orders and understand how frustrating this must have been for you. This is certainly not the experience we want for our customers, and we completely understand your disappointment.
Regarding your most recent order (OUK-155633), your return left the UK on the 20th of November. We will do our best to process returns as quickly as possible, but please understand that due to pre-Black Friday busyness, it may take a little longer than usual.
Kind regards,
The Otrium Team
RIP off company too stingy to employ humans and their chatbots are destroying their image
Otrium makes returns impossible. Can anyone supply me with the correct address to return an item back to in the Netherlands - or has anyone had ANY LUCK. Arranging a return ? I have been going around in circles trying to return an item I received which was not what I ordered ! I am passed on from one bot to the next and they seem to not understand all I need is a returns label and I do not have an account so I cannot generate a label ! In Short : WHERE EVER YOU LIVE AVOID ! My order number by the way for something I did not order is : OUK155570 .
20 November 2025
Unprompted review
Reply from Otrium
Hi Loulene,
Thank you for sharing your experience. We’re sorry to hear that arranging a return has been frustrating for you.
I can see you have been in contact with one of our customer service agents. And I'll reiterate, the QR code we provided is for Royal Mail to scan at their office, which allows them to print the return label for you. You don’t need to do anything else except show this code to Royal Mail when you go to the office.
We hope this helps make the return process easier. If you have any further questions or need additional assistance, please don’t hesitate to reach out — we’re happy to help.
Kind regards,
The Otrium Team
I have ordered from Otrium several…
I have ordered from Otrium several times:
Great products, good pricing, eco-friendly quality packaging and excellent shipping.
4 November 2025
Make sure you're sure before you order
Item was ordered and arrived fine. Unfortunately it was too big. This is now a challenge with Otrium since you pay postage both ways.
I'm a big fan of Otrium but will make sure I am 100% sure before ordering again
1 November 2025
Reply from Otrium
Hi Richard,
Thank you for your feedback. We’re glad to hear your item arrived properly, though we understand it was unfortunately too big. We appreciate your honesty regarding the challenge with Otrium’s postage process and understand how that can be frustrating.
Regarding returns, we have a standard fee that helps us manage the logistics of processing returns and deliveries efficiently.
Best regards,
The Otrium Team
Great Range and Service
So pleased you are back to delivering in the UK excellent range of products at good prices quick delivery can highly recommend
31 October 2025
Great products at reasonable prices
Great products at reasonable prices
Straightforward procedure to order.
Packages come well represented and wrapped.
Returns are easy and straightforward to follow .
30 October 2025
Reply from Otrium
Hi!
Thank you for the positive feedback! We appreciate it! We are glad you are happy and satisfied with the overall experience at Otrium. Hope you shop with us again.
Have a nice day!
Warm regards,
The Otrium Team
First Otrium order fir a long time
The items were sent very quickly and arrived safely.
The sweatshirt was not as I expected and very lightweight and probably not the quality I expected, however not bad enough to return.
30 October 2025
Reply from Otrium
Hi Martin,
Thank you for sharing your experience with us and we are sorry to hear that the sweatshirt you purchased did not meet your expectations. It unfortunately, will always remain difficult to translate the quality of an item through a website. We are happy to hear that you will keep the sweatshirt.
Warm regards,
The Otrium Team
Excellent service
Excellent service. Items were clearly described on the website (including helpfully stating that sizing on the boots was smaller than usual) The order was dispatched the next day and arrived two days later. I needed to return one item and this was refunded promptly.
22 October 2025
Reply from Otrium
Hello Liz,
Your positive review has made our day! We're so glad to hear that you had a great experience with our services and delivery time. Your fashion choices perfectly align with our mission "Wear Over Waste". Wishing you endless fashion moments and can't wait to welcome you back for more fashionable finds at Otrium!
Thanks,
Otrium
Best clothing selection
Best clothing selection, easy to navigate app, great prices. All good
17 October 2025
Reply from Otrium
Hi Saralee,
Thank you so much for your positive feedback! We’re delighted to hear that you’re enjoying our clothing selection, app experience, and prices.
We really appreciate you taking the time to share your thoughts and hope to keep providing you with great deals and an even smoother shopping experience in the future.
Kind regards,
The Otrium Team
I bought 2 of the same dress in 2…
I bought 2 of the same dress in 2 different sizes! I’ve returned the one that was too small and you’ve not received my return! I have proof of return!
20 October 2025
Reply from Otrium
Hi Rachel,
Thank you for sharing your feedback and addressing this with us. We have just checked our systems and your return is in transit from the UK to the Netherlands on the 26th of October. Once your order has arrived in our warehouse it can take 21 days for it to be processed. So we kindly ask for your patience. I hope to have informed you enough.
Warmest regards,
The Otrium Team
Doesn’t deliver to another part of the…
Doesn’t deliver to another part of the uk.
Enough said
For clarity I live in Northern Ireland which as far as I know is still part of the UK.
When I went to the checkout it stated that you don’t deliver to my postcode.
NEVER REACHED OUT AND EVEN WHEN I DID THEY SAID THEY WOULD HELP ME AND NEVER HEARD ANYTHING AGAIN!
ID GUESS AVOID NOW! IMAGINE CHASING A REFUND WHEN THIS IS WHAT THEY ARE LIKE WHEN YOUR TRYING TO GIVE THEM YOUR MONEY.
LAST UPDATE 12/10/25
PLEASE DONT CONTACT ME AGAIN TELL BE YOUR GOING TO FIX THINGS THEN TOTALLY IGNORE WHAT YOU JUST SAID YOU WOULD DO.
YES I KNOW THAT ITEM IN MY BASKET ARNT RESERVED, YES I KNOW OTHER BUYERS CAN BUY THEM BUT GUESS WHAT……..I CANT DO ANYTHING ABOUT THAT AS YOU STILL HAVE NOT SORTED THE POSTAGE ISSUE SO I THEREFORE HAVE TO WATCH MY BASKET SHRINK AS OTHER PEOPLE BUY THEM.
PLEASE DONT CONTACT ME AGAIN AND GIVE ME FALSE HOPE AS PER YOU LAST THREE RMAILS.
8 October 2025
Unprompted review
Reply from Otrium
Hi Beano,
Thank you for your review and sharing your experience with us. And how unfortunate to hear that your postcode is not recognized as a delivery point.
I regret to inform you that, we only ship to mainland UK (which unfortunately does not include Northern Ireland). I hope to have informed you enough.
Warm regards,
The Otrium Team
Avoid at all costs
Was excited to see otrium return to UK but now I'm £200 waiting for a non-existent refund and with no response on email, a chat bot that seems to be permanently offline and only an international phone number. Avoid at all costs and save your money if you're in UK.
Update - otrium did email, said they had refunded, but 5 days later no refund has come through. Not sure what is going on with otrium but not acceptable to be waiting over 4 weeks for a refund.
Further update: this gets progressively worse, they're now trying to defraud me by only refunding the lowest value item in the order which I didn't return, valued at £30, and holding on to the £186 they still owe me for the three items I did return and they previously confirmed receipt of. Avoid at all costs.
16 September 2025
Unprompted review
Reply from Otrium
Hi Kathryn!
Thank you for sharing your experience with us, and we are terribly sorry to hear you have not received your refund! We would like to solve this as soon as possible. We have therefore, sent you an email and are awaiting your reply!
Hope to hear from you soon,
Warm regards,
The Otrium Team
Delivery very quick, return seems impossible
I ordered a dress which arrived very quickly. It didn’t fit me and i have been in touch with Oliver chat bot since 17 September as my order number isn’t accepted on the return form. He tells me almost daily that he is finding a real person to contact me. Nothing……..would not use Otrium again
17 September 2025
Unprompted review
Reply from Otrium
Hi Shirley,
Thank you for your review! And I am sorry to hear that you have not been able to return your order. Our apologies, we are experiencing a high volume of emails at the moment. Which unfortunately effects our response time.
We have sent you your label and are awaiting to hear if everything has worked out.
Warm regards,
The Otrium Team
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