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This is really frustrating. I've been ordering from here for years, but this time when I sent something back, part of it disappeared in transit - specifically the cuffs from the gloves. Now they're expecting me to accept the gloves without the missing parts and they're worth a significant amount. I've gotten nothing but silence on my attempts to contact them about this. I'm done. I won't be ordering anything valuable from this company ever again. The shipping they use is subpar and fragile items get lost somehow. You end up paying the price for their poor handling. I'm genuinely upset and fighting to recover my money right now. Don't say you weren't warned.

Disappointed with how this company handled my situation. I bought some items on sale and they fit way smaller than they should have. I wear the same size at other lingerie retailers, so I know the issue isn't me. What's worse is their sizing seems all over the place even within their own brand, with one item fitting fine while similar sizes were noticeably smaller. They don't allow returns or exchanges on sale purchases, and even though I tried explaining that I just needed a swap due to the fit problem, not a refund, they wouldn't budge. I couldn't even successfully dispute it. My advice is to think twice before buying from them because you could end up with a closet full of things that just don't work. I used to think they were truly luxe, but that's changing.

Terrible experience. I ordered some items, they arrived too small, so I sent everything back with tracking. I can see it was delivered two weeks ago, but since then, nothing but silence. I've sent multiple emails and messages asking for my refund and they won't respond.

This was my worst experience ordering from them yet. I sent back 4 bras but they only refunded me for the 2 cheapest items. Their excuse? They said the others had marks, even though they arrived that way and I never even tried them on. I made this clear but they wouldn't listen. Something has changed with this brand for the worse. I won't be back and honestly wish I'd read the reviews before I bought.

Disappointed overall with both the experience and the pricing. My advice to any business looking to keep customers coming back: you can't have it both ways with poor service and expensive products.

Had a minor issue with my order, but Ana from their support team took care of it immediately before it was even packaged up. The way they treat customers is just as impressive as the products themselves.

There was a small problem with what I ordered, but Ana jumped on it from the customer service team and had it sorted before the package even went out. The level of care they put into service matches the quality of what they sell.

Completely useless when it comes to support. The products probably are nice, but when your order doesn't show up and customer service won't help, there's not much left to say. I'm staying away from them going forward.

I have to give a shout out to Beth and the entire team at the main London store. I'd tried the boutique in another department store first where nothing fit right, so I wasn't planning to make a purchase. But Beth at the flagship location found items perfectly suited to my body type, made adjustments so everything fit just right, and I left with an outfit that actually works. My husband had a wonderful time too, getting drinks and good conversation with the other staff. It was such a contrast to that earlier disappointing visit. Please let the branch manager know how happy I am, especially since I left the other place feeling like I could never shop there again. This was also way more thoughtful than another luxury boutique I've tried, where they just brought me items and let me fend for myself.

Beth and her whole team at the London location deserve major recognition. After striking out at another boutique where nothing worked, I wasn't planning to buy anything. But Beth at the main shop found pieces that actually suited my figure, adjusted them perfectly, and sent me home with an amazing collection. Meanwhile, my partner had a fantastic time chatting with the other staff members and enjoying their hospitality. Coming in after that disappointing experience elsewhere, this was exactly what I needed. It was so much more personalized than another high-end shop I'd tried where they just handed me things and left me to figure it out myself. Please let the store manager know how thrilled I am with this turnaround.

I've been ordering here for years and have had a smooth experience throughout. Returns and refunds work perfectly, shipping is always timely, and they've replaced items for me when they haven't held up as well as expected.

Been a customer for several years and everything runs smoothly. Returns and refunds are handled without a hassle, and my orders consistently arrive when expected. When I've had items that didn't last as long as they should, the company replaced them no questions asked.

Someone accessed a gift card I had. I reached out to support with all the details about when and what happened, asked them to review their system logs. They've stopped responding and still haven't restored it.

Riccardo in customer service was fantastic. He went out of his way to apply a Black Friday promotion to my order even though I'd placed it right before the sale started. This level of personal attention is rare from bigger retailers. I'd recommend them to anyone.

Sarah really came through for me! She's actually helped me out multiple times now. What I appreciate most is how clearly she explains things and how quickly she gets back to me when I reach out.