Acaso London Reviews 

Reply from Acaso London

Jan 5, 2026

Hello Kirstie,

We’re sorry to hear about this experience and would like to clarify a few points.

We carefully reviewed our inbox and order records and were unable to locate any prior communication from this customer regarding a duplicate order. We always respond to customer inquiries as quickly as possible during business hours, especially when an order needs to be amended before shipment.

We’d also like to clarify that we do accept returns in accordance with our clearly stated return policy, and refunds or replacements are always considered when requests are made within that policy and communicated to us directly.

Regarding the comment about “passive aggressive” responses, we want to be clear that we never intend to be dismissive or confrontational. Our replies are standardized and focused on transparently explaining our policies so we can treat all customers fairly and consistently.

We genuinely encourage anyone experiencing an issue to reach out to us directly so we can help resolve it. We regret that this customer feels disappointed and remain committed to clear communication and fair customer service.

Regards,
Acaso Team

Reply from Acaso London

Nov 28, 2025

Hello Emily,

Thank you for your feedback, and we’re truly sorry that our product nor service didn’t meet your expectations.

Please accept our apologies for the delayed response. We were having some technical issues and some of our message were being left unseen.

Please note that the only way to reach out to us is via Etsy message or email at mail@acaso.uk. We do not offer customer service via any social media platform.

It’s really important to contact us directly with any issues and wait for a resolution before leaving a review. Once a review is submitted, we’re often limited to responding publicly rather than working with you directly to resolve the problem properly.

We also want to kindly note that reviews reflect not just the product but also the overall customer service experience. We're always happy to offer satisfactory resolutions, such as a refund or replacement, when given the opportunity to help.

Please reach out and let us know how you'd prefer to proceed—we’re here to make this right for you.

Kindest Regards,
Acaso Team

Reply from Acaso London

Nov 28, 2025

Thank you so much for your feedback! We’re delighted to have you as a valued customer 💗

Reply from Acaso London

Nov 10, 2025

Hello E,

Thank you for your feedback, and we’re truly sorry that our product didn’t meet your expectations.

However, it’s really important to contact us directly with any issues before leaving a review. Once a review is submitted, we’re often limited to responding publicly rather than working with you directly to resolve the problem properly.

We also want to kindly note that reviews reflect not just the product but also the overall customer service experience. We're always happy to offer satisfactory resolutions, such as a refund or replacement, when given the opportunity to help.

Please reach out and let us know how you'd prefer to proceed—we’re here to make this right for you.

Kindest Regards,
Acaso Team

Reply from Acaso London

Aug 26, 2025

Hello Beth,

Thank you for sharing your feedback with us.

We're so sorry our product didn’t meet your expectations. We kindly request our customers to reach out to us first before proceeding with any public complaints regarding their product as we're more than happy to place refunds or replacements as stated in our policies.

However, it is impossible to obtain any positive resolution without the cooperation of both parties.

Keep in mind that one star reviews can have a deeply negative effect on our shop and our sales as we keep doing our best to keep it afloat so we kindly ask you to reconsider yours.

Kindest Regards,
Acaso Team

Reply from Acaso London

Jul 28, 2025

Hello Süleyman,

We're sorry to hear about your experience, however, we take false accusations seriously.

Our website functions correctly, and the order was placed exactly as submitted by the customer. We do not alter product selections. Our return process and policies are clearly outlined on our website, including the return address in the UK—where our studio is based.

This customer selected the wrong item, refused to follow the return instructions, and is now blaming us for their own error. We assist all customers fairly, but we do not tolerate dishonest claims or abuse toward our team.

We are not frauds—we are a small, independent brand with clear policies in place to protect both parties.

Regards,
Acaso Team

Reply from Acaso London

Apr 29, 2025

Hello TA,

Thank you for taking the time to share your feedback with us. We’re truly sorry to hear that our product didn’t meet your expectations.

We kindly ask that our customers reach out to us directly before making any public complaints about their orders. This allows us to promptly address any concerns and offer solutions such as refunds or replacements, as outlined in our policies. Acaso takes pride in providing excellent service & products, as reflected in the hundreds of five-star reviews from our valued customers on Etsy.

As promised and agreed upon, a refund has now been processed.

We understand your frustration, and we sincerely hope you’ll consider revisiting your review. Negative feedback, especially one-star reviews, can significantly impact small businesses like ours. We strive every day to provide the best service and keep our shop running.

Thank you for your understanding and support.

Kindest Regards,
Acaso Team