I ordered an amended version of a product from one I had ordered previously, but their subsequent email had details of my first order, not the amended one. When I queried this I was told it could not... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Awful customer service! You are quite good at sending, money off emails and notes etc for promotions, but when I need to contact, no email getting through, and I’ve tried x4 now. Please can you... See more
Company replied
I ordered a green glass jug with silver neck and handle for my husband to celebrate our emerald 55th wedding anniversary. In the advert it said it could be customised so I added an inscription to com... See more
Company replied
Not one, but two deliveries that have turned up without any notification and now I have to do the chasing. PLEASE don't think it's "the Seller's" responsibility as products are bought through your we... See more
Company replied
Company details
Written by the company
Our purpose is to connect the best small creative businesses with the world!
Contact info
United Kingdom
- info@notonthehighstreet.com
- www.notonthehighstreet.com
2.6
Poor
5K 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 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Helpful
i had put in the wrong email so i didn’t get a confirmation email stating that my order was received. the company has great communication and were able to find my order. they were polite and very helpful
20 February 2026
Unprompted review
Reply from Not On The High Street
Hello Samantha,
Thanks for sharing your experience!
We’re really glad we could help you out.
All the best,
Customer Service
She had quick responses and she helped…
She had quick responses and she helped me to understand what I needed to do
24 February 2026
Unprompted review
Reply from Not On The High Street
Hello Tomisin,
Thank you for leaving us a great review.
We're glad that we could help!
All the best,
Customer Service
Made ann error on the printed date
Made ann error on the printed date, and the company were very helpful on getting it resolved. Many thanks
16 February 2026
Unprompted review
Reply from Not On The High Street
Thank you for leaving a review, Keith! We appreciate it.
All the best,
Customer Service
Terrible company and awful customer services - AVOID!!
Terrible company and awful customer services. I returned my purchase and have now been waiting 18 days for a refund. The seller does not respond to my emails. Have raised a complaint with not on the high street and they say I need to wait another 14 days for it to be issues!! Do not use, I have never had such a bad experience when purchasing something online.
24 February 2026
Unprompted review
Reply from Not On The High Street
Dear Sarah,
Thank you for leaving us feedback. We're sorry you've had this experience.
Having looked into this, we can see this has now been resolved via our customer service team.
Best wishes,
Customer Service
I have finally received a refund after…
I have finally received a refund after nearly 2 months. At last Alexandra actioned it. Thank you.
22 February 2026
Unprompted review
Reply from Not On The High Street
Dear Sandra,
Thank you for sharing your experience, although we're sorry it wasn't a smooth one.
We're pleased to hear Alexandra helped you get this resolved, and we'll pass on your gratitude to her.
All the best,
Customer Service
They charge you delivery PER item
They charge you delivery PER item. £4.99 per item 🤣🤣🤣🤣. Even if yiu order various items together. I'll go elsewhere, thanks.
19 February 2026
Unprompted review
Reply from Not On The High Street
We're sorry you feel this way, James. Thank you for taking the time to share your experience.
As an online marketplace, our individual Sellers are located across the UK; therefore, purchasing from multiple Sellers may incur additional delivery charges.
Some of our products are listed with Free Delivery, and you can narrow your search using the ‘Free Delivery’ filter when browsing.
All the best,
Customer Service
No response at all
I ordered a gift for my partners 50th which should have been delivered by 16th feb. Still no response and seller and not on the high street are ignoring my messages. How can I get money back or receive it? Not sure what to do now and spent £25, on maternity leave so that's a lot of money for me to have wasted! No answer on phone number, no response on Facebook!
16 February 2026
Unprompted review
Reply from Not On The High Street
Dear Katy,
Thank you for leaving us feedback. We're sorry you've had this experience.
Having looked into this, we can see this was resolved between you and the Partner.
Best wishes,
Customer Service
Lovely gift, poor customer service
The product was lovely and my friend loved the gift, once she knew who it was from. Unfortunately the gift note I wrote on the order was not in the package which spoiled the overall impact of the gift. I contacted NOTHS as they did not pass the gift message onto the seller. They have refused to acknowledge their mistake. I won’t use them again and will in future go direct to the seller to ensure this doesn’t happen again.
16 February 2026
Unprompted review
Reply from Not On The High Street
Hello there,
Thank you for taking the time to share your experience. We're sorry you were let down.
We are committed to continuous improvement, and your feedback helps us to do better.
Best wishes
Customer Service
Awful ordered my friends birthday…
Awful ordered my friends birthday present wasn’t dispatched and no response from an email. Had to go and get another gift just awful service
18 February 2026
Unprompted review
Reply from Not On The High Street
Dear Claire,
Thanks for taking the time to leave your feedback. We are very sorry to hear that your order hasn't arrived.
If you still need help, please could you send us an email confirming your delivery address to info@notonthehighstreet.com, including your order number. We can, of course, take a further look into this for you.
Kind Regards,
Customer Service
Good service
Had a great experience. Order arrived damaged but obviously in carriage. Item was promptly replaced in perfect condition.
2 February 2026
Unprompted review
Reply from Not On The High Street
Thanks for taking the time to leave your review, Gillian! We're so glad to hear that your issue was resolved and you're happy with your order.
Best wishes,
Customer Service
Excellent customer care and service!!!
13 February 2026
Unprompted review
Reply from Not On The High Street
Hello Gary,
What lovely feedback, thanks for leaving this review for us.
Best wishes,
Customer Service
Watch out for £10 'membership' trap
They took an additional £10 from my account for a 'membership' that I didn't ask for. Now they are not responding to my request to cancel it and refund the money. It feels like a scam. Also, I need to return the item but they have not got back to me to say how - I have tried contacting the seller direct but so far no reply. Will stay well away in future.
7 February 2026
Unprompted review
Reply from Not On The High Street
Hello Julie,
Thanks for taking the time to share your experience.
Please be advised that the NOTHS & More annual subscription is an opt-in service available at checkout. It is not an automatic addition to your order.
If you require further help with this, please contact our friendly customer service team via info@notonthehighstreet.com
Kind regards,
Customer Service
Bought a bracket for my dying mother…
Bought a bracket for my dying mother sent, broke within an hour - i
sent it back them ghosted no response from NOTHS nor the company, app deleted
Wasted money time and upset order
87151152
2 February 2026
Unprompted review
Reply from Not On The High Street
Dear Kate,
Thank you for sharing your feedback, although we're sorry you didn't have a positive experience. We are very sorry to hear this, and our thoughts are with you at this difficult time.
Having looked into this, we can see that your enquiry has now been resolved via our customer service team.
Best wishes,
Customer Service
Good service
My issue was dealt with promptly, decisively and with minimum fuss. Refund made without quibble, good communication throughout
15 February 2026
Unprompted review
Reply from Not On The High Street
Hello Malcolm,
Thanks for taking the time to leave a review!
We're really glad that we could help!
All the best,
Customer Service
Still waiting for an order and no one…
Still waiting for an order and no one is responding to tell me where it is.
17 February 2026
Unprompted review
Reply from Not On The High Street
Dear Dawn,
Thank you for leaving us feedback. We're sorry you've had this experience.
Having looked into this, we can see that this has been successfully delivered.
If you still require help, please send us an email confirming your delivery address to info@notonthehighstreet.com, including your order number. We can, of course, take a further look into this for you.
Kind Regards,
Customer Service
Customer Service assistance with my account
The customer service received from Louise was second to none. Response was speedy, efficient and knowledgeable. I had a query with my account which was sorted out without any problem. Thank you Louise .... a great asset to Not on the High Street.
16 February 2026
Unprompted review
Reply from Not On The High Street
Dear Cathy,
Thanks for taking the time to leave a review!
We're really glad that Louise could help, and we'll pass on your kind words.
All the best,
Customer Service
Poor service, seller and customer service not responding to missing item
Very poor service. I ordered an item mid January for Valentine’s Day. The order never arrived. I contacted the seller and no reply. Eventually they got back to me and said that they would send another out. Nothing. I contacted not on the high street and so far no reply. Will not use them again after this
1 February 2026
Unprompted review
Reply from Not On The High Street
Dear Rebecca,
Thank you for leaving us feedback. We're sorry you were let down and didn't receive your order in time for Valentine's.
Having looked into this, we can see this has now been resolved via our customer service team.
Best wishes,
Customer Service
Reply from Not On The High Street
Thanks for leaving a great review, Karen!
We’re always on hand to help you out as quickly as possible.
Best wishes
Customer Service.
Useless
Ordered an item for a specific delivery date. Received no email updates, but when I checked online it had been “delayed” with no new date expected. I emailed to cancel as it wasn’t going to arrive in time. 2 days later it was marked as posted anyway. Nearly a week later it still hasn’t arrived 🤷♂️
No way of getting a refund until it does and I go through the hassle of returning it
15 February 2026
Unprompted review
Reply from Not On The High Street
Dear Sam,
Thanks for taking the time to leave your feedback. We are very sorry to hear that your order was delayed.
We hope this has now been resolved, but if not, please could you send us an email confirming your delivery address to info@notonthehighstreet.com, including your order number. We can, of course, take a further look into this for you.
Kind Regards,
Customer Service
Used to be amazing but too many issues lately
Used to be amazing and my go to for gifts (over 30 past purchases from them) but last few orders have had issues. Mainly from not meeting delivery schedules or supposed tracked parcels that are not trackable, but still frustrating and disappointing. Have been left waiting for stuff far longer than the dates they quote on ordering and with no way of knowing if they are on their way. As a lot of the stuff I order is personalised I am left with the option of just waiting it out (and not having a gift to take on the date required) or buying a last minute replacement gift and then trying to return something that has been personalised that is of no use to us as it is too late to give. Both unacceptable options. I am unlikely to use them again.
14 February 2026
Unprompted review
Reply from Not On The High Street
Dear Tori,
Thank you for being such a loyal customer over the years. We’re truly sorry for the recent tracking issues and delays. We know that our personalised products are often time sensitive.
We're always looking for ways to improve so we'll take a look into this further. Please contact us if there is anything we can help with in the meantime, or if you have any further feedback please let us know via email - info@notonthehighstreet.com.
All the best,
Customer Service
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.