Anna was extremely kind and quick to respond, helping me with my return. She clearly understood my concern and offered an easy solution. I asked lots of questions about international shipping and she... See more
Company replied
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Review summary
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Reviews shaping this summary
Great customer service and gorgeous dresses. Bought two dresses, unfortunately neither fit so had to return but made a mistake with the form so reached out to customer servie. Maria couldn't have... See more
Company replied
I am very impressed by the customer service at Sister Jane. When I needed to reach out to them, the team was very responsive, courteous and helpful. While so many online companies seem so faceless, Si... See more
Company replied
In addition to the top quality clothes the communication was impeccable! Due to one style of dress being out of stock, my daughter selected another which was just as beautiful. Meanwhile, I got a t... See more
Company replied
Company details
Written by the company
London-based womenswear label. Vintage-inspired accessible design with a high-end look & feel.
Contact info
36 Golborne Road, W10 5PR, London, United Kingdom
- hello@sisterjane.com
- www.sisterjane.com
4.6
Excellent
677 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 82% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
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Incredible Customer Service and Gorgeous Clothing
The customer service with this company is wonderful! I live in the U.S. and while one clothing item I purchased fit perfectly, the second was too large. The U.S. shipping companies were going to charge more that the item cost ($237.00) to ship back to Sister Jane. UPS International was going to charge $270.00 for shipping and the U.S. Postal service didn't guarantee delivery, and there is no tracking once it leaves the borders. Sister Jane helped by sending me a DHL pre-printed form which will be deducted from my original purchase but it was so reasonable ($38.00 U.S.) which is fabulous! Sister Jane employees were so friendly and responsive to every email I sent as we tried to coordinate this! Of course their clothing is so elegant. The quality is fabulous and the designs are gorgeous! I will definitely work with them again, and purchase items in the future!
Thank you Sister Jane!
6 January 2026
Unprompted review
Reply from Sister Jane
Dear Margy,
Thank you for the thoughtful review!
We really appreciate your feedback as it contributes to our continuous improvement. We're always here to provide the best shopping experience to our amazing community.
Kind regards,
SJ x
Super Customer Service
I dealt with Anna in customer service. She was very helpful and professional with my query regarding an order. Looking forward to my next purchase. Thank you!
7 January 2026
Unprompted review
Reply from Sister Jane
Dear Maria,
Thank you for the sweet review!
We really appreciate your feedback as it contributes to our continuous improvement. We're always here to provide the best shopping experience to our amazing community.
Kind regards,
SJ x
Excellent experience and help from…
Excellent experience and help from Maria. Unfortunately the item ordered was sadly too big so not kept.
2 January 2026
Unprompted review
Reply from Sister Jane
Dear Emma,
Thank you for the lovely review!
We really appreciate your feedback as it contributes to our continuous improvement. We're always here to provide the best shopping experience to our amazing community.
Kind regards,
SJ x
Poor Customer Service and Quality of Clothing
I bought a jacket from Sister Jane for £99, after 4 uses, the embroidery fell off as well as a buttons plus all the material is fluffy. Unfortunately they do not class this as poor quality and refuse to adequately assist me. I'm very surprised a brand who prides themselves on quality find this acceptable for a customer to experience. The jacket is of awful quality. Cheap material and sewing but priced like it's high end high street. Just poor.
They also blacklist you for making a genuine complaint. What an awful place.
2 January 2026
Unprompted review
Reply from Sister Jane
Dear MajK,
Thank you for taking the time to share your feedback. We’re truly sorry to hear that you’re disappointed with your experience.
After carefully reviewing your order, we noted that the jacket was purchased almost three months before you contacted us and, based on the images provided, shows signs consistent with general wear, including the wool fabric showing signs of wear and detached embellishments.
Embellishments and attachments are details that are delicate in nature and special care is need to make sure they do not get damaged during wear.
For this reason, the item was not classified as faulty given it was delivered in the intended condition.
That said, we did want to support you as best we could. We offered a complimentary repair for the embellishment that had detached, with only shipping costs required, along with a 10% goodwill gesture discount for the inconvenience caused. While we understand this may not have been the outcome you hoped for, it was offered in good faith.
We take pride in the quality of our designs and always want our customers to enjoy and cherish their pieces for a long time.
We’re genuinely sorry that this experience fell short of your expectations and appreciate your feedback, which we take seriously as we continue to improve.
Kind regards,
SJ x
Very responsive customer service
I had a query about an order and they answered my email almost immediately. They were very responsive, friendly and only to happy to help.
30 December 2025
Unprompted review
Reply from Sister Jane
Dear Claire,
Thank you for the sweet review!
We truly appreciate your feedback as it contributes to our continuous improvement. We're always here to provide the best shopping experience to our amazing community.
Kind regards,
SJ x
Swift response and assistance from…
Swift response and assistance from Anna. Thank you Sister Jane team! Dress arrived safely and as pretty as I expected it to be.
29 December 2025
Unprompted review
Reply from Sister Jane
Dear valencia,
Thank you for the lovely review!
We truly appreciate your feedback as it contributes to our continuous improvement. We're always here to provide the best shopping experience to our amazing community.
Kind regards,
SJ x
Great help with an enquiry
Great help with an enquiry, really speedy and lovely to communicate with.
23 December 2025
Unprompted review
Reply from Sister Jane
Dear Julie-ann,
Thank you for the sweet review!
We really appreciate and value your feedback as it contributes to our continuous improvement. We're always here to provide the best shopping experience to our amazing community.
Kind regards,
SJ x
Great customer service
My package was delayed
Anna couldn’t have been more helpful and then followed up with me after to ensure I had received it.
24 December 2025
Unprompted review
Reply from Sister Jane
Dear Seana,
Thank you for the lovely review!
We really appreciate and value your feedback as it contributes to our continuous improvement. We're always here to provide the best shopping experience to our amazing community.
Kind regards,
SJ x
Parcel delayed but staff were very…
Parcel delayed but staff were very quick to follow up with me
9 December 2025
Unprompted review
Reply from Sister Jane
Dear Sinead,
Thank you for the sweet review!
We truly appreciate your feedback as it contributes to our continuous improvement. We're always here to provide the best shopping experience to our amazing community.
Kind regards,
SJ x
Very helpful customer service, but the dress was disappointing
Bea from customer service was very helpful and fast in replying to questions about my return!
Very sad I had to return the dress in the first place, however. It looked beautiful in the pictures and I loved the fabric, but I feel like it was sewn incorrectly and it was fitting all wrong when I tried it on. What a shame!
17 December 2025
Unprompted review
Reply from Sister Jane
Dear Ilaria,
Thank you for your sweet review!
We truly appreciate you taking the time to share your feedback, as it helps us continue to improve. We’re always here to provide the best possible experience for our amazing community, so if you ever have any concerns with your order, please don’t hesitate to reach out to us directly, we’re happy to help.
Kind regards,
SJ x
No stars if possible
No stars if possible
Cancelled order due to late delivery, 17 days post order.
Customer service dreadful, kept flip flopping back and forth, accepted cancellation & then confirmed delivery.
Dreadful company to deal with. Comparable to interacting with a virtual agent, not Customer centric or resolution focused.
Would not order again if they paid me.
Update 22nd December
Response is indicative of poor customer service, delivery was dumped outside house. Signature was not requested, but recorded, Sister Jane promised to investigate..no response.
The tracking information showed the parcel sat for 7 days in last warehouse before delivery. Sister Jane confirmed second delivery date, which was not met either.
Delay was frustrating, however the customer service was the main reason i would never buy again from this company even if they offered 99% discount. beyond belief.
Facts ignored & very strange salutations to Signature!!
26 November 2025
Unprompted review
Reply from Sister Jane
Dear Pat,
We’re very sorry for the delay you experienced with your order. Even when circumstances are beyond our control, this does not represent the level of service or experience we aim to provide to our customers.
Our team kindly explained that once an order is already in transit, it cannot be cancelled. During this time, we continuously escalated the matter with the courier to ensure the smoothest possible delivery. Thankfully, your order was successfully delivered despite the courier delays experienced during the Black Friday period.
We sincerely apologise for the inconvenience this caused and for any frustration along the way. As a gesture of goodwill, we issued a 10% discount in the hope that your next purchase with us will be a bit easier.
Thank you for taking the time to share your feedback as it is genuinely appreciated and helps us improve.
Kind regards,
SJ x
I gave Sister Jane a 5 star for the…
I gave Sister Jane a 5 star for the wonderful attention, kindness and support Anna gave me. She did all she could to expedite my dress and I am very grateful to her. Merry Christmas Anna. You truly shine! ❤️
10 December 2025
Unprompted review
Reply from Sister Jane
Dear Aisling,
Thank you for the lovely review!
We truly appreciate and value your feedback as it contributes to our continuous improvement. We're always here to provide the best shopping experience to our amazing community.
Kind regards,
SJ x
Great service🌸
8 December 2025
Unprompted review
Reply from Sister Jane
Dear Marija,
Thank you for the sweet review!
We really appreciate and value your feedback as it contributes to our continuous improvement. We're always here to provide the best shopping experience to our amazing community.
Kind regards,
SJ x
The customer service is really good
The customer service is really good. Very helpful and speedy. It’s a shame that you have to pay for returns (unless the clothing doesn’t fit). The sizing is a bit crazy. I’m normally a size 14 but with Sister Jane I’m L+. Although one dress I bought in L+ was too big for me around the bust. The dress I’ve kept is really beautiful , flattering and unusual. I just wish the sizing was a bit more consistent and realistic.
9 December 2025
Unprompted review
Reply from Sister Jane
Dear Jane,
Thank you for the lovely review!
We really appreciate you taking the time to share your feedback. We aim to provide as much support as possible through detailed product measurements and our extensive size guide, and our customer service team is always on hand to offer personalised sizing advice whenever needed.
We’re delighted to hear you loved the dress you kept, that truly means a lot to us.
Kind regards,
SJ x
Reply from Sister Jane
Dear Shirin,
Thank you for the sweet review!
We truly appreciate and value your feedback as it contributes to our continuous improvement. We're always here to provide the best shopping experience to our amazing community.
Kind regards,
SJ x
Bea from Sister Jane team was…
Bea from Sister Jane team was exceptionally helpful. Nothing was too much for her, she was really happy to assist and always wanted to find solution.
I trusted her professionalism.
Thank you
Seb
4 December 2025
Unprompted review
Reply from Sister Jane
Dear Seb,
Thank you for the sweet review!
We truly appreciate and value your feedback as it contributes to our continuous improvement. We're always here to provide the best shopping experience to our amazing community.
Kind regards,
SJ x
Bea x handled everything for me with…
Bea x handled everything for me with great care, and the outcome was excellent. Thanks to her assistance, the refund process for my clothes is now proceeding smoothly and effectively. I truly appreciate her help.
1 December 2025
Unprompted review
Reply from Sister Jane
Dear WENJIE LI,
Thank you for the lovely review!
We truly appreciate and value your feedback as it contributes to our continuous improvement. We're always here to provide the best shopping experience to our amazing community.
Kind regards,
SJ x
Lovely clothes but horrible service
Lovely clothes , usually buy from JohnLewis but decided to try their original website, they are very good until pre sales and then once sold the service drops, untrained professionals who cannot understand but follow a robotic approach, please stay beware before ordering and process , better to order from other sites, while their clothes are lovely but if service, refunds and customer centric approach is not in place no use of those lovely clothes
I was dealing with Anna who was the most unhelpful.
Bear in mind return was 24 hour delayed due to extreme unavoidable issue but seems they really need customer money
Please be careful guys. Have been shopping responsibly with most brands online and can tell you DO NOT BUY FROM Their DIRECT WEBSITE , they ll find every excuse to never refund.
3 December 2025
Unprompted review
Reply from Sister Jane
Dear Business,
Thank you for taking the time to share your feedback with us. We’re truly sorry to hear about your experience and that our service did not meet your expectations.
We really appreciate your support of our brand and designs. Unfortunately, your return was shipped outside of our return window, which is in place to ensure all our customers are treated fairly and equally. We understand that life happens and delays can occur, which is why we kindly ask our customers to reach out within the return window if there are any issues.
As an exception, we have issued your refund in the form of a gift card to make your next shopping experience with us a bit easier. Please rest assured that our goal is always to help our community, provide tailored advice, and deliver the best possible care.
Kind regards,
SJ x
Thank you, Maria <3
Maria was extremely helpful and professional!! She responded to my inquiry promptly and made the process seamless.
It was my first time ordering from SJ and my order has yet to arrive so I can’t say much about the quality, but the excellent customer service alone speaks volumes about this company :)
I’ll definitely be ordering again and I’m soo excited to try on all the cute dresses I ordered!
1 December 2025
Unprompted review
Reply from Sister Jane
Dear iris,
Thank you for the thoughtful review!
We truly appreciate and value your feedback as it contributes to our continuous improvement. We're always here to provide the best shopping experience to our amazing community.
Kind regards,
SJ x
Super fast delivery and for my returns…
Super fast delivery and for my returns Bea was really very helpful, which made the whole process so much easier.
2 December 2025
Unprompted review
Reply from Sister Jane
Dear annie,
Thank you for the lovely review!
We truly appreciate and value your feedback as it contributes to our continuous improvement. We're always here to provide the best shopping experience to our amazing community.
Kind regards,
SJ x
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