Percival Reviews 

Ordered a suit and returned half due to being too large, asked for exchange. Received confirmation that they have received the returned item but no update on the item being exchange, it has been a number of weeks. I have emailed for an update with no response. Very bad customer service. Item is needed for an upcoming event next week. Updated as they did respond but only after this review, should not take a bad review to get communication

Terrible customer service and complete lack of communication. I sent a return back mid May and I still haven’t received any acknowledgement of when my refund will be processed after reaching out twice. DO NOT SHOP HERE!

Clothing is good quality, was really happy with one of the shirts I received. However, much like other customers, I have requested a return for another item and the request is still pending. Request was placed on the 25th June, it is now the 1st of July. I have also emailed. Silence.
This is a real shame as the customer service lets down what could be a good company.

Refusing a return for faulty items. Unbelievably slow response time from customer services.

**Edited to flag in response to their answer below, that the trousers ARE faulty, they are just refusing responsibility.

AVOID.

I am still awaiting a refund on £500 worth of clothing that I returned over 3 months ago which Percival have registered as received. I’ve emailed the company several days ago with no response.

I then became suspicious and checked my old emails and bank transactions and discovered that they never paid me £252 for returned items all the way back in 2023 (Order #240784) So I am currently owed about £750 from them!

AVOID AT ALL COSTS

Wish I’d looked at all these reviews before I ordered something..!

Been waiting almost 5 weeks for a refund on an item that was returned to Percival 27th May. I’ve sent 3 emails that have been ignored.

Real shame because I love their clothing but the customer service is absolutely diabolical! Hope they sort it out asap.

I have ordered 5 items from this store. Kept 2 and returned 3 with a total return value of nearly £200.

I made the return a month ago, received their email confirming the return BUT IM STILL WAITING for the return of my funds.

I have since emailed 6 times asking for some sort of update but have received NOTHING back.

It’s a real shame as the clothes are good quality but I won’t be buying here again.

AVOID.

I have contacted your customer service twice to request a returns label, but I have still not received it.

It is extremely frustrating that there appears to be no alternative method of contacting your support team to resolve this issue.

I am also concerned that the delay in providing the returns label may impact my ability to return the item within the permitted returns period. I would appreciate it if this matter could be resolved promptly and confirmation provided that I will not be disadvantaged by the delay, as it is outside of my control.

SCAM/ HORRENDOUS CUSTOMER SERVICE

I made 3 separate orders to purchase a shirt in 3 sizes as non of them fitted. I returned my order no. 483753, 483028, 482662 within 7 days of delivery for a fast turn around in May as I can’t afford to have £300 missing

It’s now been 5/6 weeks since the items have been returned and I have had zero response from Percival. I have sent 6 emails over the weeks with no response

It is an absolute disgrace that I need to go to the lengths of writing a trust pilot review in order to get any response/ communication from the brand.

Used to hold the brand in high regards, but this has ruined the brand for me going forward

The order came in good time, the quality of the clothes were good. The disappointment has been the lack of communications or even outlets to communicate to Percival.
I returned my order on 5th June and I am stilll waiting on my refund. I have emailed the support with no repsonse and chased them repeatedly. I have messaged via social media and still had no response, it is really frustrating to be left in the dark with a large amount of money to be waiting on getting back. It is a shame that this has happened as the clothing is great but the Customer support/Refund process has really put me off using Percival again. Still had zero response on my refund nearly a month later.

Ordered a 2 piece suit and shirt back in May, loved the look but the suit jacket was far too small, so exchanged for a size up. Took weeks to exchange and in that time the 21 days return period lapsed on the shirt and trousers. When the jacket finally came, it was still too small, so I wanted to return the whole outfit as it no longer worked. It was a bit of a pain to return the other two items with the jacket, but after some back and forth with a member of the team called Michelle, I was assured I would receive a full refund for all 3 items (even though only 2 were showing on the portal for some reason).

It's now been almost a month since I sent everything back and had the confirmation email that it was received by Percival. I've tried multiple times to get an update since, with no response. It's roughly a £300 purchase so I'm now considering getting in touch with my credit card provider to process a charge-back. I feel even with the disclaimer of them being busy, a month is far too long without any word on the refund. Super disappointed as I've always loved the look of this brand.

Completely understand why brands charge for Returns. However, being asked to spend £3 to exchange a pair of shorts when Percival themselves sent me the wrong colourway is a joke. Appalling customer service, makes me want to stop shopping with them.

Good clothing, good quality, decent price…

But the customer service is awful, I have sent them 10+ emails asking where my refund is, when they have the items for over 2 months. They haven’t responded to anything or given any indication that they want any more of my business.

Order number 482567.

This item was acknowledged as returned on or about 03 June 2026. I have asked for a refund. I have emailed the hello@percival address twice asking for an update as to when the refund will be processed and had no response.

I felt compelled to post a one star review on Trustpilot as the customer service is truly abysmal. Their response was to advise me to contact their customer service. Why? What’s the point? You never reply.

Please reimburse me as I don’t want to be an unsecured creditor when all these negative reviews have a massive effect on your online business.

Returned an item and it took 5 months for them to process my return and refund my card.

5 months to get refund for a return. Yikes!

In answer to my complaint yesterday that Percival had taken six months to refund only one of the 2 jumpers returned and still not the other - Percival wrote publically that both jumpers had been refunded on 09/01/26. I had the inconvenience of scouring all my accounts - NO REFUND. When I asked for exact bank account details of refund, they have refunded both jumpers today. Blatant untruthfulness and chaotic admin. Please do not use this company.

Excellent service in store!

Percival’s customer service is a significant let-down given the price point they operate at and the brand image they try to portray. When you’re paying a premium, you expect a brand that backs it up beyond the product itself.

I’d previously reached out about restocks and heard nothing back, which, in hindsight, was a sign of things to come. Last month, I eventually made a purchase and needed to return items as ordered multiple sizes, the process has been dragging on far longer than it should have. My follow-up messages to try and get status updates remain unanswered. They’ve had my items back for nearly a month.

What’s particularly telling is that Percival appear to only engage with customers when called out publicly on here. If you’re willing to respond on Trustpilot, you have the capacity to respond. You’re simply choosing not to when it’s a private exchange.

For a brand projecting the image Percival does, the aftercare is diabolical.

I am still waiting for an exchange for a return that I processed over 4 weeks ago. I was accused of having sent an item back which was not the correct item, but this was impossible. It took them nearly 2 weeks to tell me this.

The post has clearly been mixed up and through no fault of my own, I am having to wait for a simple exchange to arrive. 2 bad experiences on the customer service front now with Percival. Seriously considering giving up on the Brand if they can't get this simple process right.