Shackleton Reviews

Name: Shackleton
Rating: 4.77

4.8 Rating 888 Reviews

94 %

of reviewers recommend Shackleton

4.8

Based on 888 reviews

Shipping & Delivery
Delivery Methods	Postal Service, Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 90%
Accurate And Undamaged Orders	98%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.8 out of 5

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Shackleton 5 star review on 20th November 2025

JuanCarlos Gonzalez

Shackleton 5 star review on 20th October 2025

Chris Turner

Shackleton 5 star review on 28th April 2025

Robert Joseph Macaulay

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I had high expectations for the Shackleton beanie given the brand’s reputation, but the experience has been genuinely disappointing. The beanie itself is extremely tight-fitting — not in a snug, premium way, but in a restrictive, ill-fitting way that never seems to settle properly on your head. For the price point, I expected comfort and quality, not something that feels poorly proportioned. What made the situation worse was the customer service. When I reached out for support, the responses were unhelpful and didn’t offer any meaningful resolution. Instead of acknowledging the issue or providing constructive assistance, I felt I was being pushed in circles with no real interest in solving the problem. For a brand that markets itself on craftsmanship and exploration-ready gear, this fell far below expectations. Unfortunately, I wouldn’t recommend the Shackleton beanie based on my experience — both the product fit and the customer support need serious improvement.”

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Posted 9 hours ago

“I have made three major purchase from Shackleton. Once in-person at the London store and two online. My in-person purchase experience was excellent. Knowledgable staff were helpful with my selections. By contrast, my two online purchases have been plagued by inordinately long purchase-to ship cycle times, each of which required multiple inquires and prodding by the customer. Once shipped, items were delivered in a reasonable time. Your products are good, but there are comparable, rival products from competitors that have a markedly more businesslike approach to product delivery. While I enjoy the design and quality of your products, your order/ship/delivery scheme is too cumbersome and will likely cause me to avoid future purchases.”

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Posted 1 week ago

Thank you for taking the time to share your feedback. We’re really sorry that your online purchasing experience has fallen short, particularly after the excellent service you received in our London store. We’re aware of these issues and have recently moved to a new warehouse to improve order processing and provide a more reliable delivery experience going forward. We’ve reached out to you directly regarding your current order. If you have any further questions, please don’t hesitate to contact us at info@shackleton.com and we’d be happy to assist further.

Posted 1 week ago

“This is for order #16171 The Brompton Merino Beanie arrive a bit crumpled and I wondered if was a return. As it was the end of season and I just couldn’t be bothered to make a fuss, it took it as a loss and helped make up my mind to be reluctant to purchase clothing online. The irony is that I am a proud owner, and a constant user, of your Rothera jacket which I bought in person at the Piccadilly store. I ordered the beanie to wear with the jacket. I have used the beanie twice. Disappointed about the condition the beanie. I would recommend in person purchases for your jackets.”

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Posted 1 year ago

I'm really sorry that you order didn't reach you in perfect condition. We completely understand how this would be disappointing. Our CX team will contact you to arrange a replacement.

Posted 1 year ago

“Can not comment still waiting after 10 days for my coat to arrive”

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Posted 2 years ago

We really appreciate you letting us know the problems you have had with your recent order. Our team have been in touch to update you where possible. Like many businesses, we have certainly experienced some frustrations during the recent Royal Mail strike action and the wider impact this has had on postal logistics. We have adapted where possible and changed our delivery courier to minimise the impact on our customers. We sincerely apologise for the inconvenience and thank you for your feedback.

Posted 2 years ago

“Ordered a Ronnie Down Jacket.[medium] It arrived within 3/4 days. Tried it on but it was too small. Usually, a medium-size fits me fine. I followed the instructions in the paperwork received with the jacket for returns. This was to send an email and I would receive a return label. Received no reply to my email. Resent it. No reply. Phoned them multiple times but it was an answering machine. Left a message. No reply. On the 6/7th attempt, the phoned was answered by a young man who sounded as if he had just gotten out of bed. His being the middle of the afternoon. He said he would send me a return label. This has not been received. Would not recommend this company.”

Helpful Report

Posted 3 years ago

Dear William, We are very sorry to hear about this. It is certainly not the level of service you should expect when shopping with Shackleton. A member of our customer service team will be in contact with you to resolve this as soon as possible. Kind regards, Shackleton guides

Posted 3 years ago

“Very poor service, delivery took weeks and when I needed to return the item I received no response to multiple emails. But with caution!”

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Posted 4 years ago

We are very sorry, Greg, This is unacceptable. We have received your item in the warehouse and have issued a refund. The reason it took so long to get to you, was that it was a pre-order item.

Posted 4 years ago

“I still can't appreciate it because it hasn't been delivered yet))) It takes a lot of time ...”

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Posted 4 years ago

Hi Sergei, thank you for your review. As discussed via email the package was unable to be delivered by DHL and so I resent the item the same day via Royal Mail International. I can see that it is still in transit and this is taking some time due to Brexit and Covid related issues. Please bear with us and I will keep an eye on the developments. Best wishes Charlie

Posted 4 years ago

“Placed an order on 20th of February and haven't heard from Shackleton or the shipper since. Shackleton says they run a tight ship because of covid-19, however other webshops eg. The Modern Draper in the UK are able to follow up and give updates to their customers. Also quite peculiar to be asked for a review before my goods have arrived.”

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Posted 4 years ago

Hi Henrik, I am looking into this for you. Best wishes Charlie

Posted 4 years ago

Hi Henrik, My sincere apologies for the delay. I have sent another for you today. Please let me know if i can help further. Best wishes Charlie

Posted 4 years ago

“A day had passed and I Have still not received my return label. Most other sites do not require you: 1) to send an email to get a label 2) to chase them in order to return an item I classify this as poor service”

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Posted 4 years ago

“I ordered a sweater. It didn’t come. I sent an email asking where it was. Got.a reply saying it had been ‘lost in transit’ and they were going to ‘make a claim’. Offered me another pullover. I said ‘No’ and asked for a refund. I have heard nothing.”

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Posted 4 years ago

“Nobody answer me,I still waiting my order,bad communication.”

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Posted 4 years ago

“I feel really disappointed that your lovely products are let down by dreadful customer service. I have requested a refund form at least 3 times by email and have phoned the number given countless times but have not had anyone get back to me. You specify that products need to be returned within a set number of days but yet make it impossible to return or exchange products. I would not recommend you and will not buy anything from you again.”

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Posted 4 years ago

“I accidentaly ordered 2 items. I immediately contacted the email address to get a returns label as specified on the web site. I emailed a second time then I emailed the info contact email address. Its been nearly 2 weeks and I still haven't had a reply. The goods are fine and delivery was OK to, butI would think that a repeat order of exactly the same item should have raised a question which could have stopped a repeat order. However There is no customer service to sort out the mistake.”

Helpful Report

Posted 4 years ago

“My order did not arrive which was not Shackleton'e fault however I have sent them 2 emails about this and have not yet received an acknowledgment.”

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Posted 4 years ago

“I already owned an Endurance Lightweight Parka and wanted to add the Wild Down Jacket to my collection. Unfortuantely, I was overcharged when I placed the order. I sent two e-mails to Shackleton customer service about it, both of which they ignored. It really is too bad that their products are let down by their unacceptably atrocious customer service. As a return customer, I didn't expect to be diddled by them in this manner.”

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Posted 5 years ago

Shackleton is rated 4.8 based on 888 reviews