Kat Maconie Reviews 

Appalling. I should have read the reviews here prior to ordering. Paid additional for 2 day express shipping. Took 2 weeks so I couldn’t wear them for the event I bought them for. I tried every route to get through to customer service. All emails bounced back. Instagram messages are ignored even though they are posting and updating their stories. Disgusting company

Fantastic and beautifully made shoes and very helpful customer service team. My wife loves them.

I have been trying to arrange a return since late December 2025, as the shoes I purchased didn't fit. It took four attempts to get a response.
I am now up to another four attempts to confirm a return. They have to send you the details to return the shoes because it doesn't appear anywhere on the website, which is a red flag. I still have not received the details I need to return the shoes.
The way this business operates is not what you'd expect from what is meant to be a premium brand - there should be easy returns, with lodgement available via the website.

As it stands, they will make you pay for postage both ways and only return around 75% of the amount you paid for your shoes.

I would recommend staying away - the shoes are too expensive to not be happy with them - you will be stuck with them and ignored by customer service when you try to return them.

I bought a pair of shoes that don't work fuel to sizing. The website provides an email for customer support to initiate the returns process.
No response from support team following 4 emails. There is no advise on escalation or a number to call.
This is infuriating and possibly illegal.
As a customer I am left with no other options. How is this possible.

Very poor. I ordered my size and the shoes ran small. I have been trying to get an exchange for over a month now. The reps either do not respond at all or respond vaguely after days. First experience with the brand and never going back.

Shoe ordered by husband as Xmas present - would like to exchange for another design -
Emailed 3 times over last two weeks - no reply
Not really sure what to do ??
No way of contacting them or returning

I have tried numerous times to contact the store about a return (wrong shoe size issued) with no response to my emails, even what’s app messages. Not sure where to return the shoes to (all I have is the address from the shipping parcel which I will have to use).

Like everyone else on here, terrible customer service.
They don't get back to you.
The shoes come from Dubai, so if you need to send back they make you pay for tax duty postage, basically not worth it.
Dont buy unless you are 1000% sure you won't need to send it back.

Awful, awful customer service. Unless you know your KM size and exactly what style to buy, do not buy from KM. Their refund policy and return process is a rip off. Two months of emails to arrange return and refund. Very time consuming, frustrating and a bit stressful. Finally got my refund - paid $600 and received $460 refund!!! Never, ever again.

I purchased a gift card for a friend and was given incorrect and misleading information by the Kat Maconie customer service team regarding the expiry policy. As an international customer unfamiliar with local consumer laws, I relied on their guidance when deciding to make the purchase.

Despite providing multiple emails, screenshots, and clear evidence of their mistake, the team continues to ignore the issue. When they do respond, they refuse to acknowledge any wrongdoing or take responsibility. Reinstating the gift card, even for a short period, is the only reasonable resolution, yet they refuse to do so.

This has been the worst customer service experience I’ve ever encountered. I strongly advise reconsidering any purchase from this brand. Their products are not worth the stress of dealing with such unresponsive and dismissive customer service. At this point, I’m out a lot of money and genuinely feel robbed.

I have been emailing Kat Maconie for months to receive a refund for my returned shoes. They have received the shoes but only refunded a fraction of the total and have charged me double for postage. I have had no response to my emails and will be taking legal action. I would strongly advise against purchasing shoes from them.

This is a poor experience I needed to return my items Order Number: #43693) on the 14th of Nov. 2025 it was delivered on the 20th nov 2025 immediately I tried it, i realised that the shoe (pink) size was not as described and the black with stud was really hurting me because of the stud in it, I decided to return both, to my surprise I was told that I will pay for tax and delivery fees, this was not my fault and was not written on the checkout page. I still have the items with me and I need a full refund. I have emailed several times and no response anymore.

I live in Canada and I ordered the Kay sandal in gold from Kat Maconie online website, but returned it because I wanted a different item.
I requested for a return label, which was sent to me, and i mailed the shoes back through DHL. According to DHL tracking, the return was marked as delivered on November 5.
I have emailed Kat Maconie online and i was informed that the DHL team had not yet received my return. I tracked it myself and also attached proof of collection, which was signed by Shabaz Khan on November 5, 2025.  But Kat Maconie have refused to respond to my email or refund my money since I sent the proof of return.

Awful awful awful customer service!!! Waiting on an exchange and still not fulfilled!! Disgraceful! DO NOT BUY SHOES FROM KAT MACONIE

I purchased a Kat Maconie pair of sandals. The colour of the sandals wasn’t what I expected. I looked up their store address, the website stated Carnaby Street, when I went to Carnaby street I was shocked to find the store closed down. I then used the provided DHL return slip. The sandals kept on being sent back to me until finally DHL rectified the address and sent the pair. It’s been 2 months and Kat Maconie didn’t refund my money. To make the matter worse, I paid for the sandals using Klarna. I sent all the required documents to Klarna but they didn’t refund my money.

Horrible experience dealing with this company, never imagined a company claiming to sell high end luxury shoes has such a poor customer service.
They did deliver my original order, however I did not like the shoes so I submitted for an exchange on their website. The exchange was not process until I e-mailed inquiring about it. I also mentioned I was pressed by time as I needed the shoes for an event.
I returned the shoes, which they received (dhl provided picture evidence), however I never received the exchange despite numerous e-mails. They are simply refusing to ship them. Basically the company defrauded me. I am still shocked to be honest. This will be the last time I ever deal with this company. The services are not commensurate with the prices of the shoes.

Wished I had read the reviews before ordering. Ordered my size which turned out to be too tight so I requested for an exchange to one size up. I got an automated email asking me to wait for further instructions. No further updates from the company despite several email chase, contact mobile number on the website constantly switched off. I'm stuck with an expensive pair of shoes I can't fit into and unable to get any response from the company. I actually thought they were a reputable UK based company that would have been easy to deal with.

A business model thats very fast fashion. Lacklustre customer service. Shoes were sent quickly, but to get a RMA was a complete nightmare. 7 times and I had to do an exchange to even get a shipping label. I have also noticed a theme regarding the shank and flexibility through various styles. The smell is also very much a made in China Shein vibe. I likened the product to TopShop with fancy packaging. There is also A LOT of products at VERY high price points which is very telling.

Sent me the wrong shoes- high incompetent work force

Bought an awesome pair of flat sandals. Absolutely love them. Customer services team were very responsive when I wanted to exchange the size.