CRAFTD London Reviews 

Didn't deliver my package within the timeline stated on their website, so I didn't have my order for going on holiday, despite paying for next day delivery. When I got back one of the items sent was incorrect too.

Emailing the customer support team has got me nowhere on getting a refund for this

I ordered a chain with express delivery but it never got delivered. They haven’t responded to my emails either.
Don’t recommend them

The worst online retailer experience I've had and I probably do a couple hundred transactions annually with multiple companies. The first necklace I bought took over 3 weeks to receive and it was the wrong one...I then proceeded to return the wrong one and they received my return in days and took over 6 weeks to process a return credit...Then received an email saying it will take additional days b4 I receive the CC credit on my account. I bought almost the same product from another online store and receive the new product in a few days that was perfect. So sad because I wanted things to work out with this online retailer and buy more things but I've gone elsewhere. Even after receiving emails from the founders of the company things kept getting worse...

Ordered 2 bracelets, the clasp would not operate on either so couldn’t even try them on. Returned for a refund which was slow and difficult, Craftd is literally run via “James and James” which is a fulfilment company operating for multiple online sellers. Automated responses from bots on customer service, multiple requests for refund that did eventually happen. Not a good experience.

Craftd London is a great company. I got a pendant with chain in 2020 which is 6 years ago. It had a some damage due to being worn daily for 6 years and they replaced no questions asked. This company backs up what they said about their product! I will definitely buy more. Special thanks to David for your help!

The customer support and ability to sell internationally is honestly ridiculous.
Situation:

I ordered a necklace to Portugal, it came from the Netherlands (distribution point in the EU).
The moment I saw the necklace, I thought it was a bit pricey for the quality, but I would still keep it, since lifetime warranty is something valuable.

The problem came after: it was the wrong size. The usual type of thing that happens with online shopping and IF THEY WANTED TO it would be extremely easy to solve.
I would just send the necklace back to them and ask for an exchange for a similar necklace but in a different size.

Well, there are a few issues with what was supposed to be a simple exchange:

They don’t have any option to make a refund or an exchange in which the client is free from charge. You just have to deal with it, talk to a carrier, ask for a refund and lose the money.
This feels a bit odd and sketchy for someone who rarely bought anything from a brand with similar conditions. But I would happily pay 7 or 8 euros to ship it back and get a refund.

That’s where issue number 2 appears: shipping it to Portugal costs like 7 euros to Craftd, however shipping it back to the netherlands for a refund happens to cost more that 25 to me (this is without tracking). Why? Because they just don’t offer any options to facilitate such solutions, it’s basically “if it doesn’t fit, that’s on you, spend half of it’s value sending it back if you want to, dummy”

That leads me to issue N3 (hell yeah, 3 frking problems with a simple silver necklace, you did well guys):
No customer support reply. I mean zero, for real. It’s the third day without replying to my issue or giving me any solution.
I used the costumer support chat, I used a forms on their website, even an active email they have that you’re not supposed to use, since they have it hidden. All useless, which brought me here.

Right now the options I have are the following:

-asking for a refund all by myself and losing 25+ euros on shipping
-keeping a necklace that I won’t be able to use due to it’s size, in other words, losing all the money spent

All I’m trying to do is to exchange something I bought to a different size without spending dozens with shipping, it’s not even trying to hurt the brand or getting any advantage from it, I would definitely not complain about the price and quality if it wasn’t for this problem.

And I know how easy it is to solve this type of issues, because most frking brands do it smoothly, even with international shipping.

I didn’t want to leave a bad review on this brand, since I’ve been saving to buy a few accessories from them.
But this is ridiculous.

ORDER NO. #1002627

Bracelet broke within the 24hrs I received it. Broke apart the first time with me out, no tension whatsoever, on the bracelet. Continued to break in separate areas. Tried even slow clipping, as well as welding chain back together. Didn’t work, but also shouldn’t have to on jewelry over $100.
Either assembled with no effort or cheap material. Extremely let down

Gold plating was wearing off after two months, they offered me store credit as I was out of the 30 day refund period. I agree to the credit, have not heard anything since, no reply to emails, absolutely nothing.

Client service : INEXISTANT they never answer to ANY mail.
Items : it's written silver but it is not. Objects are damaged and becoming orange with time.
It's litterally a NO-GO slash red flag website.
And I'm aware of the industry, I have an important job in fashion

CraftD gets 5 stars in my book. My shipment from them was lost by the carrier, USPS. After informing CraftD of the situation, they did not delay at all to get this handled for me. Within a few days, I received a replacement and it fits perfectly. Highly recommended business with great product quality.

Keep up the fantastic work, guys!

Great and good

every time a product breaks they are very fast replying to emails and offering replacements or store credit. The products are beautiful and well made and staff are lovely :)

First order arrived very quick and the product is of a premium quality. Have subsequently ordered another item which is on the way. Very happy with this company and I’ll definitely be ordering more items soon.

The speed of the item getting to me was unreal, but the quality is nothing special and they send two discount emails per day, the products are always discounted anyway, they are never full price.

I really wanted some more items but I can't deal with the constant inbox spam so unsubscribed. It's just viral social influencer marketing and nothing that special.

I don't know why people say they reply to all reviews, you can't reply back, so who cares, it's all auto replies and generic content, it's pretty rubbish - just like trust pilot in fact.

I couldn’t be more happy with my order! it arrived next day and everything is perfect, the order process was so simple and easy to navigate, i will definitely be ordering again, it can be pricy however the quality of the jewellery was incredible that i can’t complain, will definitely order again!

The quality and design of the product were excellent, and I was genuinely impressed with it. Unfortunately, the fit wasn’t quite right for me as it sat a little too high on my neck, so I decided to return it.

My issue has been with the customer service throughout the returns process. The returned item was delivered back to the company five days ago, yet I have received no confirmation that it has been received or that my refund is being processed.

In addition, I was unable to use the company’s returns portal and therefore had to pay for the return postage myself. I have sent five emails requesting that this cost be reimbursed, as I would have used their portal had it sent me my returns QR code, but every email has been ignored.

I run an e-commerce business myself, so I understand that issues can arise from time to time. What matters is how those issues are handled. Being a first time customer and receiving no response whatsoever is extremely disappointing.

The product itself was very good, but based on my experience with the customer service and returns process, I will not be purchasing from this company again.

My order #UK934004 arrived faulty and despite legal right for a full refund i was only offered the option for store credit or replacement (consumer rights act 2015). I responded saying i would like a refund and have now been ignored. Furthermore, quality is rubbish for the price you pay.

I ordered (Order UK931975) from CRAFTD London and received defective items. The quality control is non-existent: the gold plating on two out of 3 items is completely flawed, leaving visible unplated raw spots right where the connecting rings are located. They basically delivered partially gold-plated items that look cheap and unfinished.
When I first contacted them, they tried to brush me off by saying I had to pay for my own return. After I sent clear photographic evidence of the manufacturing defects, an agent named David acknowledged the issue and asked for my details to get it sorted. I replied immediately, citing my consumer rights for a full refund.
Since then, total radio silence. Nobody is replying to my emails anymore, and they are completely ignoring my requests. Extremely unprofessional customer service and substandard quality.
If this is not resolved immediately, I will be escalating this matter directly to Citizens Advice and Trading Standards and taking all necessary formal steps to recover my money. I strongly advise against buying from them if you expect decent products or functional support.

Craftd has been such a great company to order from and deal with. My husband loves their jewellery, orders arrive quickly even with standard shipping, and customer service has been top notch (shout out to Josh for helping with a query I had!). I will continue to buy gifts for the men in my life from here in the future.

Terrible customer service. Ordered a ring for my son, was too big so asked to exchange it. Straight away I was told that it was outside their 14 day return window (be warned you only have 14 days which isn’t made clear. This is not enough time if buying a present for someone). Was told I could send it back for store credit. This seemed fine as I just wanted the same item in a smaller size. They wouldn’t do this in one transaction though and wouldn’t give details of how to use the ‘credit’. Got an email almost a month ago to say they’d received the item for processing, no info on what to do next. Contacted them again a couple of days ago to ask how to use the credit. They obviously didn’t even bother to read my email, just sent one back saying it wasn’t received in the 14 day window so I could only have credit. Every message I’ve sent I’ve said I want to get the same item in a smaller size, I have not asked for a refund, every email back tells me I can’t have a refund only credit but refuses to say how to use that credit. Feels like they just want to keep your money.
I’m sure they are fine when there are no issues but it’s like pulling teeth when there is an issue - very poor communication and a sense of once they have your money they don’t care less. Almost 2 months since I placed the order and they have both my money and the product.