Rachel was super helpful and accommodating to my situation. I definently feel like my business matters to Rachel and Club London. I really appreciate her help. I feel as though this is what will keep... See more
Company replied
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What people talk about most
Reviews shaping this summary
I’m 5’7”, 179 lbs, with an athletic build, and this dress fits stunningly! It’s form-fitting without feeling restrictive, so there’s still plenty of room to breathe. Added a pair of heels, and the len... See more
Company replied
Alice is an extremely helpful member of staff at Club L London. My issue was resolved within a matter of minutes, and the guidance she provided was fantastic. She made the whole process so quick and e... See more
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I loveee this company, especially the. customer service is so easy and really quick ! Sara was the sweetest person, was so polite and helped me with what I needed and showed me alternate options si... See more
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Company details
About Club L London
Written by the company
Shop With Confidence For Every Occasion
Club L London is the next-generation online fashion retailer specialising in accessible luxury and unique designs of unrivalled quality to flatter figures of forward-thinking women worldwide. From prom to occasion, am to pm, maternity, bridal and more, we deliver an engaging customer experience across 9 dedicated websites and apps to connect our global community with new and exciting collections dropping each week.
![](https://cdn.trustpilot.net/consumersite-businessunitimages/5c484c998f42e10001378a59/profile-description/tp2.jpg?v=1786351440")
Quality Customer Care
Your satisfaction is our top priority, and we have expert advisors delivering amazing customer service across email, messenger and socials; ensuring your queries, concerns and opinions are heard. The team aim to respond within 24 hours, but we appreciate your patience during busier trading periods. We also have a digital assistant available on-site 24/7, always happy to assist you.
![](https://cdn.trustpilot.net/consumersite-businessunitimages/5c484c998f42e10001378a59/profile-description/TP1.jpg?v=1786351441")
International Delivery
We provide a variety of standard, express and tailored delivery services globally, as well as order tracking to make your shopping experience effortless. UK girls can also subscribe to our Premier Delivery service and get unlimited orders with next-day delivery for just £14.99 annually! *Excluded postcodes apply. ![](https://cdn.trustpilot.net/consumersite-businessunitimages/5c484c998f42e10001378a59/profile-description/tp3.jpg?v=1786351441")
Let’s Stay In Touch
Sign up to emails, download our app and follow Club L London on Instagram, TikTok, YouTube, Facebook and LinkedIn to stay in the know about the must-see trends, our latest drops and exclusive offers. SHOP NEW IN SHOP DRESSES SHOP MATERNITY SHOP BRIDAL CONTACT USClub L London
Written by the company
- Here to help…
- Need a little style advice or some need extra help with your order? We’re here to help! Get in touch with our customer services team via Contact Page on-site and we’ll be happy to help.
- For Your Daily Dose Of Glam
- Find out first, get exclusive sneak peeks, offers and more by following us on Instagram @clubllondon or download the Club L App.
- Payment Made Easy
- Buy it now, pay later with Klarna and Clearpay
Contact info
United Kingdom
- care@clubllondon.com
- clubllondon.com
4.6
Excellent
28K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 98% of negative reviews
Typically replies within 24 hours
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See how their reviews and ratings are sourced, scored, and moderated.
Thank you Doris 🤍
I am writing a review on the customer service, specifically with Doris! She responded immediately at 7am and went above and beyond to help me with my first time order, since I received the wrong dress. Mine did not have a zipper on the back as the one in the picture online and this is why I took off a star. The dress was not at the quality I saw on the pictures advertised and Doris was quick to correct the mistake on behalf of the brand. She was beyond helpful and for that alone I will try purchasing from their brand again, hoping the standard of the item matches their customer service! Thanks again Doris!
22 August 2026
Unprompted review
Reply from Club L London
Hi Tiffany,
Thank you for taking the time to share your thoughtful feedback.
It is truly wonderful to hear that our team member was able to assist you promptly and efficiently, especially in the early hours.
We sincerely regret that the dress did not meet the high standards we aspire to, and for the disappointment caused by the missing zipper and the difference in advertised quality.
Your understanding and willingness to give us another opportunity are genuinely appreciated.
We look forward to welcoming you again and hope your next experience reflects the elevated standards we are committed to delivering.
I ordered my birthday dress from here…
I ordered my birthday dress from here and got so many compliments. It fit amazing, I loved it!!
1 September 2025
Unprompted review
Reply from Club L London
What lovely news! We're thrilled to hear that your birthday dress was such a hit and that you received so many compliments. It's wonderful to know it fit perfectly and that you loved it. Thank you for sharing your experience with us.
Kind regards,
Nancy, Club L London - Customer Care Team
I had a wedding coming up and made an…
I had a wedding coming up and made an order for 2 dresses and when the dresses came they were HUGE on me so I sent them back on August 14th they received my package. As originally stated in the email for the return it had said ONCE THEY RECIEVE MY PACKAGE it will take 1-3 days to process my return it has been well over 1-3 business days and are now telling me that order will take up to 10 business days plus another 5-10 business days? This isn't even the worst part because I needed a dress for my cousins wedding I placed another order of 5 dresses and I did not select next day shipping and could not get a hold of anyone in time for them to change it as they told me that my time to change it was done and nothing could be done. Okay thats fine I was told to wait to return the dresses once I received them and had to pay another return label fee and ONLY received 4 out of the 5 dresses. This order was placed on 8/13 and said it would arrive in 3 separate shipments but one shipment still days label created AND ITS BEEN OVER THE 7 DAYS NOW that is standard delivery. I wanted to wait to mail out all the dresses but now that order has not been receieved and I did not want to go over the 14 day return window for the other dresses. THERE GOES ANOTHER 20 DOLLARS FOR RETURN LABEL!!
I placed another order this time next day delivery while waiting for the other dress to come and this did NOT come NEXT DAY!! This took 3 business days as I Paid for the 18$ next day delivery fee.
I am frustrated as I have sent all my items back and am missing a dress in one of my orders I cant get a hold of anyone besides an AI bot going around in circles and NO REAL CUSTOMER SERVICE!! This must be a scam company because they are holding all my money they cant ship things properly or refund my money. I have emailed NUMEROUS TIMES AND AM FED UP WITH THIS HORRIBLE CUSTOMER SERVICE!! YOU HAVE YOUR DRESSES GIVE ME BACK MY MONEY!! 3 ORDERS AND 3 PROBLEMS AND THEY ARE HOLDING MY MONEY!
13 August 2026
Unprompted review
My original order ended up being…
My original order ended up being cancelled and I was notified well passed the time that it should have been shipped to me. One of the associates tried to rectify the situation by offering a 10% coupon, however because that dress was supposed to come in in time for a wedding, I was given very limited time to pivot last minute and find another option. This showed poor customer service for the inconvenient situation I was put in so I was highly dissatisfied with that solution. Natalia responded back to my email apologizing for the issue and helped assist by offering a 20% discount, which didn’t completely make up for everything but it was better than the original 10% that was offered.
21 August 2026
Unprompted review
Reply from Club L London
Hi Kelsey,
Thank you for taking the time to share your experience with us.
We deeply regret the inconvenience caused by the cancellation of your original order
Your recognition of the efforts made by our team, including the initial 10% coupon and the subsequent 20% discount, is sincerely appreciated. We understand, however, that these gestures may not have fully alleviated the disappointment or stress of the situation.
Should you require any further assistance or wish to discuss your concerns in more detail, please feel free to contact our customer service team.
Thank you once again for sharing your valuable feedback.
Amazing customer service
21 August 2026
Unprompted review
Reply from Club L London
That's wonderful to hear! We're thrilled that you had such a positive experience with our customer service. Your feedback truly brightens our day.
Nancy, Club L London - Customer Care Team
I had such a positive experience with…
I had such a positive experience with Club L London customer service, and I especially want to thank Natalia for her kindness, understanding and excellent support.
I contacted Club L regarding a return that I was unfortunately unable to arrange within the return period due to unexpected personal circumstances. Natalia was incredibly understanding and went out of her way to help me by approving my return.
She was professional, friendly and genuinely caring, and she made the whole process so easy and stress-free for me. Customer service like this really makes a difference and gives you confidence in shopping with a company again.
Thank you so much, Natalia! I really appreciate your help and kindness. You absolutely deserve 5 stars! ❤️
21 August 2026
Unprompted review
Reply from Club L London
What lovely news! We're thrilled to hear about your positive experience with Natalia. It's wonderful to know she could assist you with your return and make the process smooth and stress-free. Your kind words truly mean a lot to us, and we'll be sure to pass along your appreciation to Natalia. We hope to welcome you back to Club L London soon!
Kind regards,
Nancy, Club L London - Customer Care Team
I had a really great experience with…
I had a really great experience with Club L’s customer service. The team was very helpful, friendly, and responsive throughout the whole process. I especially want to thank Erin, who was absolutely lovely and went above and beyond to help me. She was so kind, patient, and professional, and made the whole experience so much easier. Thank you, Erin! ❤️
21 August 2026
Unprompted review
Reply from Club L London
What lovely news! We're thrilled to hear about your positive experience with our customer service team. Erin will be delighted to know she made such a difference in your experience. Thank you for taking the time to share your kind words.
Warm regards,
Nancy, Club L London - Customer Care Team
Natalia helped me and she resolved my…
Natalia helped me and she resolved my issue perfectly
21 August 2026
Unprompted review
Reply from Club L London
That's wonderful to hear! We're thrilled that Natalia was able to assist you and resolve your issue perfectly. Thank you for sharing your positive experience with us.
Nancy, Club L London - Customer Care Team
Reply from Club L London
That's wonderful to hear! We're thrilled that Natalia was able to provide you with such a great experience. Thank you for sharing your positive feedback with us.
Nancy, Club L London - Customer Care Team
Erin was amazing she helped resolve my…
Erin was amazing she helped resolve my issue very quickly for my daughters Sweet16. Thanks Erin!!
21 August 2026
Unprompted review
Reply from Club L London
What lovely news! We're thrilled to hear that Erin was able to assist you so efficiently for your daughter's Sweet 16. Thank you for sharing your experience with us. We hope the celebration was a memorable one!
Kind regards,
Nancy, Club L London - Customer Care Team
Ruth was incredibly helpful in…
Ruth was incredibly helpful in resolving my concern. Although Club L does not offer direct exchanges, she clearly explained the return and repurchase process, refunded my expedited delivery charge, waived the return fee, and provided a new discount code so I could reorder the correct size at the same price. Her assistance was prompt, thoughtful, and greatly appreciated.
21 August 2026
Unprompted review
Reply from Club L London
What lovely news! We're thrilled to hear that Ruth was able to assist you so effectively. It's wonderful to know that her clear explanation of the return and repurchase process, along with the refund and discount code, made your experience a positive one. We hope you enjoy your new purchase and look forward to serving you again in the future.
Kind regards,
Nancy, Club L London - Customer Care Team
Great customer service!
Great customer service!
Ruth was very pleasant and was able to immediately help with what I needed, and returns were very easy.
21 August 2026
Unprompted review
Reply from Club L London
That's wonderful to hear! We're thrilled that Ruth was able to assist you so effectively and that the returns process was smooth for you. Thank you for sharing your positive experience with us.
Kind regards,
Nancy, Club L London - Customer Care Team
Resolved my delivery query very…
Sara resolved my delivery query very promptly and provided suitable compensation for delayed delivery. Very quick response times via Instagram messenger vs email.
21 August 2026
Unprompted review
Reply from Club L London
That's wonderful to hear! We're thrilled that Sara could assist you promptly and provide a satisfactory resolution for your delivery query. It's great to know that our Instagram messenger service was quick and efficient for you. Thank you for sharing your experience with us!
Kind regards,
Nancy, Club L London - Customer Care Team
Excellent customer service
Very happy with my experience and the great customer service! Everything was so smooth and easy, and a special thank you to Doris for being so kind, helpful, and understanding throughout the whole process. Thank you so much, Doris, for going the extra mile!
21 August 2026
Unprompted review
Reply from Club L London
What lovely news! We're thrilled to hear that your experience was smooth and easy, and that Doris made such a positive impact. It's wonderful to know she went the extra mile for you. Thank you for sharing your kind words with us.
Kind regards,
Nancy, Club L London - Customer Care Team
Great customere care service
Great customere care service! Everyone was kind and got back to me really quickly regarding a return. Erin, Ruth, Julia, Ammara :) thank you all for making this process smoothly. I will have to shop some other time again
21 August 2026
Unprompted review
Reply from Club L London
What lovely news! We're thrilled to hear that Erin, Ruth, Julia, and Ammara were able to assist you promptly and kindly with your return. It's wonderful to know that the process went smoothly for you. We look forward to welcoming you back for another shopping experience soon.
Kind regards,
Nancy, Club L London - Customer Care Team
No money back
I send it back, I didn't get my money back .I paid 17 euro to send it back and the give me 50 euros back not the hole payment from 250 .the said they paid all back but I didn't reserved. I send my bank script that They only paid 50 back . They still denied it . Don't order here you lose money .
Same with my friend not the hole payment back .
11 June 2026
Unprompted review
Reply from Club L London
Hi Merel,
Thank you for reaching out and sharing your concerns. We recognise how disappointing it can be to await a full refund after returning your item, and are here to ensure this is resolved for you with the attention and care you deserve.
Upon reviewing your order and previous correspondence, we can confirm that your purchase was made using an installment payment method. In these instances, the refund process differs slightly from a standard single payment, as funds are returned to your payment provider—such as Klarna, Clearpay, or another installment service—instead of being sent directly to your bank account. We have processed the full refund on our side and provided all necessary documentation and transaction details to your payment provider.
We recommend contacting your installment payment provider directly with the refund confirmation and payment breakdown we have supplied. They should be able to clarify how the refund is being applied to your account and explain any discrepancies in the amount received so far. Should you require any of the documentation to be resent, or need further assistance providing information to your payment provider, please let us know
Kind regards,
The Club L London Team
Great customer service
Great customer service! Simone was quick to respond (and very friendly!) when I had an issue with my order.
20 August 2026
Unprompted review
Reply from Club L London
That's wonderful to hear! We're thrilled that Simone was able to assist you promptly and with such friendliness. We always strive to provide the best service possible, and it's fantastic to know we hit the mark. Thank you for sharing your experience with us!
Nancy, Club L London - Customer Care Team
Good customer service
I had an issue with an order (courier was the problem) and Shannon in Customer Care was super helpful and quick in getting the issue sorted. Based on how it was dealt with I will order from Club L London again as quality of clothes is good
20 August 2026
Unprompted review
Reply from Club L London
What lovely news! We're thrilled to hear that Shannon was able to assist you promptly and effectively with the courier issue. It's wonderful to know that you're pleased with the quality of our clothes and that you're considering ordering from us again. We look forward to serving you in the future.
Kind regards,
Nancy, Club L London - Customer Care Team
Natalia was great
Natalia was great. She refunded my shipping fee as my package was delayed
19 August 2026
Unprompted review
Reply from Club L London
That's wonderful to hear! We're thrilled that Natalia was able to assist you with the shipping fee refund due to the delay. Thank you for sharing your positive experience with us.
Kind regards,
Nancy, Club L London - Customer Care Team
This was a really nice email from…
This was a really nice email from Amara, she was very helpful
20 August 2026
Unprompted review
Reply from Club L London
That's wonderful to hear! We're thrilled that Amara was able to assist you so effectively. Thank you for sharing your positive experience with us.
Nancy, Club L London - Customer Care Team
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