Ivylee Copenhagen Reviews 96

I received a pair of shoes I ordered from the Australian website. They have a very loud, audible and embarrassing squeak every single time you take a step in them. I tried to wear them in for a week or two, but it didn't get better - they are totally unwearable. I have been attempting for a month to get a response from the Australian customer service team but they do not respond. I attempted to contact the head office in Denmark, but the email address listed on the main website does not work. I am now out of pocket for a faulty pair of shoes and will be forced to go through ACCC.

Ordered boots, waiting a month already. Emails sent to follow up, no return contact, no boots. Send generic auto replies and never actually reply to your complaint. Can't track it on the Shopit website they supposedly ship via. Why? Because its a scam and they haven't actually posted your order!! Avoid, avoid is all I can say unless you like giving hundreds of dollars to a scam company.

Recently order Final Sale sandals in the same size (39) as previously ordered. The 2 pairs had straps that were too short and could get around my ankle, they were smaller than my previous 39. No response from customer service, silence except that they don't accept returns on final sale. Their quality issues and size variations are Not my fault. I only want to swap for a bigger size which is available, terrible.

Sole came off after third wear. Definitely not worth the price.

Buyer BEWARE, I purchased shoes from this site which were too small so I returned, received confirmation of the return and since that point I have been ghosted by this company who have kept my money and failed and refused to respond to any request for refund. This site should be shut down for misleading and deceptive business practices...

Actual scammers. Ordered $500 boots, which didn't fit, so I returned as described in the returns policy. Which I checked with them by email and they confirmed was the correct process. Then they ghosted me. I tried for weeks to contact them. So I have no boots plus the cost of return postage. I eventually got my bank to refund the money under their anti-fraud process. Cannot believe this website is still live and selling stuff. That was in August 2025

Don’t buy from them! Terrible experience. Their sizing is so off. I am consistently a 37 but it was more like a 35. So I returned the shoes at a cost of $21.20 to me. They have just let me know that there are no exchanges or refunds. So now I have absolutely nothing. What a scam. I wish I had seen all their dodgy reviews before I purchased.

DO NOT ORDER FROM THESE SCAMMERS - I ordered a pair of $500 boots from them nearly 2 months ago and they were too small. I returned to the Australian address listed and was told I wouldn't receive a refund! I have tried to contact them mutiple times and have hear nothing at all. I will be putting in complaints to all consumer protection bodies and be following up with my bank to report the transaction a scam. NOT HAPPY.

Beware this is a scam! I ordered a pair of boots they actually did arrive, but they were far too small so I sent multiple emails requesting an exchange without response. I then found the return details and sent them back I would have accepted an exchange but no one ever contacted me. It has been 2 months since they have been retuned and I have still not received a refund after multiple requests in attempts to contact them. I have lodged a dispute with my bank, as I see there are many reviews here and messages on Facebook warning people. I understand they are now out of business, but I am still receiving multiple emails to purchase their goods, it's pretty dodgy. Beware!

Do not purchase from them.
Their after sales, refund, credit support is non existent. Such a shame as they have lovely products but horrible business to deal with. I have purchased boots and returned for exchange in size and have not heard back.

absolute joke of a company. Ordered boots on the 2nd June, they have still not arrived, noone replies to emails in their "customer service" dept

PLEASE DO NOT BUY FROM IVYLEE COPENHAGEN. If you require customer support or a refund, you will not receive it. Despite trying to contact their team via phone and email multiple times, I'm yet to receive a refund for an order returned a month ago.

I am extremely disappointed with my experience. I ordered a pair of boots, and when they arrived, the two shoes looked completely different — as if they came from two separate pairs. The quality was far below what I expected from a brand at this price point.

When I contacted customer service, I was told that the difference in appearance was due to “leather being a natural material.” I find this excuse appalling. Natural variations in leather are one thing, but sending out boots that look like mismatched stock — something that would normally be categorized as second-class quality — is completely unacceptable.

To make matters worse, I had to pay out of pocket to return the defective goods, losing not only my money but also my time and energy in resolving a problem that should never have occurred in the first place.

I have pictures showing the difference between the two boots, but unfortunately, there’s no option to attach them here.

Overall, this experience has been frustrating and disappointing. I expected far better quality control and customer service. I would strongly reconsider purchasing from this company again.

Same thing has happened to me. Returned boots and no refund 1 month later. No contact to any of my emails. threatened accc action. I had success returning a pair of shoes previously - and was refunded (not on postal costs however). But not happening this time. Will try and report them. Ai says to do the following
If Ivy Lee Copenhagen isn’t refunding returned goods—even though you’ve followed their process—that’s understandably frustrating. Here’s how you can escalate the issue effectively:

⸻

1. Exhaust Their Internal Return/Refund Process

Make sure you’ve:
• Returned the item to their specified address and received confirmation that it arrived.
• Return address for Europe: Shippy ApS C/O Ivylee Copenhagen, Ellevænget 5 – Port 1, 7400 Herning, Denmark .
• Waited up to 5 business days for inspection and up to 10 business days for the refund to appear on your payment method .
• Checked with your bank or card issuer—refunds may take extra time to post .
• Followed up via email if nothing arrives

⸻

2. Document Everything

Compile clear records of:
• Your order number and return tracking info.
• Proof the package was delivered (e.g., tracking receipt).
• All communication attempts—emails, dates sent, and whether they were unanswered.
• Screenshots of public complaints supporting your case (see examples below).

“No response!!! … This process has now been going on 2 months.” 
“They sent back, then nothing… I never got the replacement pair. I never got a credit.” 
“I’ve had no communication or a refund. Very disappointing service … out $319 + return cost.” 

⸻

3. File a Formal Complaint in Denmark

A) Danish Mediation Team for Consumer Complaints

A free mediation service (DKK 100 fee) that helps you negotiate with the trader. They must process your complaint within 90 days  .

How to file:
1. Go to the Complaints Portal for the Complaint Boards Authority.
2. Login using MitID.
3. Complete the form, upload receipts, return tracking, and correspondence.
4. Pay the fee and submit .

If mediation fails, you can escalate to the Consumer Complaints Board within 4 weeks. That carries a DKK 400 fee (refundable if you win)  .

B) Danish Consumer Ombudsman

If you believe Ivy Lee is violating marketing or consumer laws (e.g., misleading policies), you can reach out to them. They oversee fair business conduct and compliance with consumer regulations .

⸻

4. Seek EU Cross-Border Support (If You’re Outside Denmark)

Contact the European Consumer Centre (ECC) Denmark for free guidance and support—especially useful for disputes across EU borders  .

⸻

Shoes were far from the color shown on the photos. Return would have been very expensive (25€).

Thought I would add on to my previous review from June 25th.
I have emailed another three times and even emailed the Copenhagen address, and still no response.
Beautiful product, beautiful price, poor after service.
Won’t be buying from them ever.
Still stuck with boots that don’t fit

returned boots that were too small and have had zero response from my email and no return of hundreds of dollars.. no one replies and their phone number doesnt work. absolutely stolen my money.. i am so gutted.

I returned two pairs of boots in early July and have still not received my $1,000 refund directly from the company. I emailed their Australian contact address eight times over three weeks and received no response.

Their customer service is non-existent — the Copenhagen phone number doesn’t work, emails are ignored, and judging by the many similar comments I’ve seen, this is a widespread issue.

In the end, I had to dispute the charge through PayPal — thankfully, that’s how I finally got my money back.

If you're in the same situation, I recommend lodging a dispute with your credit card or payment provider as soon as possible.

Like many others - I have returned some boots and have had ZERO response from their customer service. These were expensive boots - I returned as per their policy and no response. Social comments are turned off. It appears this business is struggling - DO NOT BUY. Check their customer facebook comments to see the extent of this.

Buyers be aware - like the many other comments- purchased boots too small - returned them - Australia Post confirmed delivery - - 3 weeks later, four emails, 3 DMs - no customer service response. They’ve also turned off social media comments- I’ve reported them to Meta - so hoping no one else experiences this expensive lesson.