The underwear is pretty, very sexy. Came on time. Fits well. However, when I'm ordering skimpy underwear made of black mesh having obnoxiously large white labels is so distracting. I tried to remove o... See more
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Review summary
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The quality of product great, the delivery time great but while I purchased over a required amount to obtain free delivery the system still charged me delivery.
Company replied
Great item, nice material, good to wear
Company replied
Absolutely love the stunning Bras and Bikini top I've ordered. The material is of great quality and looks exactly as in the photos on your models. Unfortunately I have to return the items as the cup s... See more
Company details
- #27 of 36 best companies in Lingerie shop
Written by the company
Playful Promises is a London designed lingerie brand, which mixes quirky, directional design with all things playful, flirty and even a little bit dirty.
Contact info
London, United Kingdom
- customerservices@playfulpromises.com
- www.playfulpromises.com
4.0
Great
4k reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 85% of negative reviews
Typically replies within 1 month
How this company uses Trustpilot
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Customer service is definitely lacking…
Customer service is definitely lacking Placed an order for 4 bras. Two are brilliant, the other 2 are not as good a fit. No problems, this happens.
I returned the 2 bras for a refund and the return was accepted.
2 weeks later I hadn't received a refund, so I chased it up. I have been informed that the most expensive bra returned is "damaged" and nothing else.
The bra was returned in the same condition it was sent to me, there were no flaws I could see.
No other Information was provided, and no refund at all.
I am going to have to start a charge back via my bank.
29 April 2026
Unprompted review
Reply from Playful Promises
Dear Sarah,
We’re so sorry to read about your experience, and for the frustration this has caused.
This is not at all the standard we would ever wish for our customers, especially when it comes to returns and refunds. We completely understand how concerning it is to be told an item is “damaged” without clear explanation, and to be left without a resolution.
Please rest assured that this is being taken seriously. We are urgently reviewing this with our warehouse and customer service teams to understand exactly what has happened and to ensure this is resolved properly for you.
A member of our team will be reaching out to you personally as a priority to look into your return and get this sorted as quickly as possible.
Warm regards,
Playful Promises
PSA Nothing but a disappointment
I made my order weeks ago. It still has not been sent to the post office and my boyfriend, whom this was supposed to be a surprise for, was only able to find that out after putting in a claim that has gone no where like everything else concerning this company, so far. I am beyond upset. I am not able to wear this for the event it was meant for. This has been an all around disappointment! If you value your time and money, DO NOT spend with them. I have been trying for weeks just to find out wear my things are and to contact someone. The only contact information is an amil and they will not reply. I am so disappointed.
3 April 2026
Unprompted review
Reply from Playful Promises
Dear Sarah,
We’re so very sorry to read this - we completely understand how disappointing this must have felt, especially with something meant to be a surprise.
Having looked into your order, we can see from tracking that it was dispatched from our side within the expected timeframe, but unfortunately experienced delays once it passed customs. We know that doesn’t make the wait (or missing your event) any less frustrating.
It also appears our Customer Service team has been replying to your emails, but those responses may not have been reaching you. We appreciate how upsetting that must have been when you were trying to get answers.
Our team will be reaching out to you directly, so please do keep an eye out for our email.
Warm regards,
Playful Promises
Excellent Quality
Excellent quality item, delivery was quicker than expected. I was impressed, plus size lingerie, considered sizing, not just scaled up.
Its every bit worth the hype I've been hearing and I will be a returning customer.
23 March 2026
Unprompted review
Reply from Playful Promises
Hello,
Thank you so much for your wonderful review! 💕 We’re thrilled to hear that you’re happy with your order.
It means a lot to us that we've met your expectations. We can’t wait to welcome you back for your next order!
The Playful Promises Team
I've had a poor experience with Playful…
Edit....further to my review below, I have been contacted directly by PP who have promised to resolve the issues that I've mentioned.
I'm happy to issue a 5 star review as a result.
I've had a poor experience with Playful Promises, and I'm not sure who's at fault.
Ordered a lingerie set for my wife for Valentine's Day. ....Free briefs were part of the deal at the time of ordering....
It's my fault, I admit,..typical bloke, I ordered the wrong size bra, so I returned everything, unopened, to PP via an Evri locker, requesting a refund.
The return took 12 working days to be received back to PP...😳
I was then, instead of a refund, sent the correct size bra, minus the briefs as, I assume, the deal had ended at PP's end....😡
I'm annoyed that
a) a refund was not given and
b) the reorder didn't include the matching briefs.
Not to worry.
16 March 2026
Unprompted review
Reply from Playful Promises
Hi P Jones,
Thank you so much for taking the time to update your review.
We’re really pleased that our team was able to resolve this for you, but we’re very sorry for the initial experience and the confusion around your return and reorder. That’s certainly not the standard we aim to provide.
We truly appreciate your understanding and your kind words following the resolution. It means a lot to us as a small business, and we’re so glad we were able to turn this around for you.
If there’s ever anything you need in the future, we’re always here to help.
Warm regards,
Playful Promises Team
Avoid
I was sent the wrong order (totally different product to what I ordered) AND it was in the wrong size AND it was covered in hair, was just filthy….
Won’t be ordering again, let’s see how long it takes them to sort it
28 March 2026
Unprompted review
Reply from Playful Promises
Dear AD,
We’re so sorry to read about your recent experience with us.
This is not at all the standard we would ever wish for our lovely customers, who mean so much to us as a small business. Every order placed with us is truly valued, and it’s incredibly important to us that you feel cared for and supported throughout your journey.
We completely understand how frustrating this must have been, and please rest assured that your experience is being taken seriously. We are looking into this closely with our team to understand exactly what happened and ensure it is properly addressed.
Unfortunately, we’ve not been able to locate your details, please could you reach out to us again at customerservices@playfulpromises.com with your order number so we can look into this immediately and get this resolved for you.
Warm regards,
Playful Promises
Customer service is appalling!!!
Customer service is appalling! I was sent the wrong item in the wrong size and I have had to co tact them three times to even start the refund process.
Do not buy from!!
26 March 2026
Unprompted review
Reply from Playful Promises
Dear Jamie,
We’re so sorry to read about your recent experience with us.
This is not at all the standard we would ever wish for our lovely customers, who mean so much to us as a small business. Every order placed with us is truly valued, and it’s incredibly important to us that you feel cared for and supported throughout your journey.
We completely understand how frustrating this must have been, and please rest assured that your experience is being taken seriously. We are looking into this closely with our team to understand exactly what happened and ensure it is properly addressed.
A member of our team will be reaching out to you personally.
Warm regards,
Playful Promises
Had to file bank dispute to receive refund
I returned several items from my order and Australia Post tracking confirmed delivery to Playful Promises.
I contacted customer service multiple times requesting confirmation of the return and a refund but received no resolution.
After over a month with no refund issued, I was forced to initiate a chargeback through my bank.
A very disappointing returns experience for what should have been a straightforward process.
12 February 2026
Unprompted review
Reply from Playful Promises
Dear Ohara,
We’re so sorry to read about your recent experience with us.
This is not at all the standard we would ever wish for our lovely customers, who mean so much to us as a small business. Every order placed with us is truly valued, and it’s incredibly important to us that you feel cared for and supported throughout your journey.
We completely understand how frustrating this must have been, and please rest assured that your experience is being taken seriously. We are looking into this closely with our team to understand exactly what happened and ensure it is properly addressed.
Unfortunately, we’ve not been able to locate your details, please could you reach out to us again at customerservices@playfulpromises.com with your order number so we can look into this immediately and get this resolved for you.
Warm regards,
Playful Promises
Next Day Delivery Not Honoured and Incorrect Information from Support
I paid for Next Day Delivery, which the store states applies to orders placed before 2 pm.
My order was confirmed at 00:27 on 5 March, and I received a confirmation email immediately showing this date and time. This is well before the stated cutoff for next day delivery.
However, the parcel was not dispatched until the evening of 6 March, meaning the delivery time exceeded 48 hours, which clearly does not correspond to the service that was paid for.
When I contacted customer support, instead of acknowledging the delay, they replied claiming that the order had been placed at 18:51, which directly contradicts the timestamp in their own confirmation email.
Delays can happen, but providing incorrect information instead of taking responsibility undermines trust. If a company sells a premium delivery option, it should either honor the service or refund the delivery charge without forcing customers to dispute basic facts.
Very disappointing experience with both the delivery service and the customer support.
6 March 2026
Unprompted review
Reply from Playful Promises
Dear Natalia,
We’re so sorry to read about your recent experience with us.
This is not at all the standard we would ever wish for our lovely customers, who mean so much to us as a small business. Every order placed with us is truly valued, and it’s incredibly important to us that you feel cared for and supported throughout your journey.
We completely understand how frustrating this must have been, and please rest assured that your experience is being taken seriously. We are looking into this closely with our team to understand exactly what happened and ensure it is properly addressed.
Unfortunately, we’ve not been able to locate your details, please could you reach out to us again at customerservices@playfulpromises.com with your order number so we can look into this immediately and get this resolved for you.
Warm regards,
Playful Promises
Excellent products good fit and good…
Excellent products good fit and good service useful rewards program
16 February 2026
Unprompted review
All my items look and feel amazing
All my items look and feel amazing. They shipped quickly given it’s international. Absolutely would shop with them again.
4 February 2026
Unprompted review
Beautiful lingerie.
Beautiful lingerie.
Very pretty styles, I buy my lingerie from Playful Promises now.
Perfect fit every time.
Very comfortable bras, easy to adjust straps.
The briefs & thongs are a delight too, so comfortable for all day wear or a sexy date night.
Love the website, easy to navigate & select my lingerie.
My next purchase is going to be one of Playful Promises Shelf/Quarter cup bra sets.
25 January 2026
Lovely suspenders I brought from…
Lovely suspenders I brought from playful promises, they fit perfectly and are so comfortable and well made. I highly recommend. Arrived fast so was really happy about that. Great company to buy from. Many thanks.
27 January 2026
Unprompted review
Who knows?
28 days later & still no items but they've asked for a review. Quality of items? Don't know, I would need to receive them first. First it was 1 item out of stock but also that the courier lost the package- so which was it? Then eventually, your item is on it's way- 7 days ago so not sure where it's on it's way from?
27 January 2026
Unprompted review
Reply from Playful Promises
Dear Shu F,
We’re so sorry to read about your recent experience with us.
This is not at all the standard we would ever wish for our lovely customers, who mean so much to us as a small business. Every order placed with us is truly valued, and it’s incredibly important to us that you feel cared for and supported throughout your journey.
We completely understand how frustrating this must have been, and please rest assured that your experience is being taken seriously. We are looking into this closely with our team to understand exactly what happened and ensure it is properly addressed.
Unfortunately, we’ve not been able to locate your details, please could you reach out to us again at customerservices@playfulpromises.com with your order number so we can look into this immediately and get this resolved for you.
Warm regards,
Playful Promises
Great products
Great products.
Had some issues with an order and the refund however all has been resolved.
I will continue to use and reccommend this company.
5 December 2025
Unprompted review
Reply from Playful Promises
Dear Joanna,
We’re so sorry to read about your recent experience with us.
This is not at all the standard we would ever wish for our lovely customers, who mean so much to us as a small business. Every order placed with us is truly valued, and it’s incredibly important to us that you feel cared for and supported throughout your journey.
We completely understand how frustrating this must have been, and please rest assured that your experience is being taken seriously. We are looking into this closely with our team to understand exactly what happened and ensure it is properly addressed.
Unfortunately, we’ve not been able to locate your details, please could you reach out to us again at customerservices@playfulpromises.com with your order number so we can look into this immediately and get this resolved for you.
Warm regards,
Playful Promises
I recived a different item entirely
I recived a different item in the same colour and was gaslit in to keeping it because they could not understand it was not correct item and was told half of the money would be deducted if I returned the item. They just send what ever item they wish and you have to just put up with it.
13 January 2026
Unprompted review
Reply from Playful Promises
Dear C Hill,
We’re so sorry to read about your recent experience with us.
This is not at all the standard we would ever wish for our lovely customers, who mean so much to us as a small business. Every order placed with us is truly valued, and it’s incredibly important to us that you feel cared for and supported throughout your journey.
We completely understand how frustrating this must have been, and please rest assured that your experience is being taken seriously. We are looking into this closely with our team to understand exactly what happened and ensure it is properly addressed.
Unfortunately, we’ve not been able to locate your details, please could you reach out to us again at customerservices@playfulpromises.com with your order number so we can look into this immediately and get this resolved for you.
Warm regards,
Playful Promises
Absolutely love the stunning Bras and…
Absolutely love the stunning Bras and Bikini top I've ordered. The material is of great quality and looks exactly as in the photos on your models. Unfortunately I have to return the items as the cup size is comparable to an asian fit, but nevertheless I will reorder the exact items in a larger cup size & hopefully it will be the perfect fit going from a C cup up to a DD
24 December 2025
Beautiful garments
Beautiful garments, simple ordering and quick delivery - I absolutely love the items I bought, they are true to size and so flattering, and the quality is outstanding. Little details like the buttons on the French knickers make them that wee bit more special.
24 December 2025
Terrible customer service
Ordered some lingerie on Black Friday. I was told one item was out of stock and that I’d get a refund, but they waited until the item was no longer under the Black Friday deal to tell me. I then checked the website and the item was still available. I asked if they could send me the item instead so I could avoid paying €15 shipping again, but they said they couldn’t do this.
After all this, they sent me the wrong size from what I ordered. I created a return, but after a month I still hadn’t received my refund. I ended up having to get Revolut to get my money back for me.
Very frustrating experience and poor customer service.
21 November 2025
Unprompted review
Reply from Playful Promises
Dear Erika,
We’re so sorry to read about your recent experience with us.
This is not at all the standard we would ever wish for our lovely customers, who mean so much to us as a small business. Every order placed with us is truly valued, and it’s incredibly important to us that you feel cared for and supported throughout your journey.
We completely understand how frustrating this must have been, and please rest assured that your experience is being taken seriously. We are looking into this closely with our team to understand exactly what happened and ensure it is properly addressed.
Unfortunately, we’ve not been able to locate your details, please could you reach out to us again at customerservices@playfulpromises.com with your order number so we can look into this immediately and get this resolved for you.
Warm regards,
Playful Promises
A really positive shopping experience
The items arrived in perfect condition well in time for Christmas. The quality is wonderful, truly designer quality underwear for a department store price. The fit is great. It is realistically sized, I have never had to order a size up. The products are all shown modelled by different sized people representative of different sizes and inclusive body types. A really good shopping experience
15 November 2025
Unprompted review
Beautiful lingerie. Terrible customer service.
Ordered a load of items in Black Friday.
Over a week later (!!) they tell me one single item (a bra, part of a matching set) is out of stock. I ask them to send an F instead of a FF - and now they want me to pay £20 more than I paid on Black Friday since their offer has finished, and act like they're doing me a favour since they're offering a 20% discount on their much higher price.
Absolute joke.
8 December 2025
Unprompted review
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