“I am incredibly disappointed with the quality of the product I received and the subsequent lack of support from customer service.
I purchased a pair of Ferragamo shoes for £340 from this company, expecting a high-quality product commensurate with the price point. Shockingly, they began to fall apart after just three wears. The damage is not the result of misuse or accident, but a clear sign of a significant manufacturing defect and lack of durability.
When I contacted the company, they refused to accept any liability, citing a policy that excludes "normal wear and tear." It is completely unacceptable for an item of this value to be considered "normal wear and tear" after only three uses. This stance contradicts basic consumer expectations and legal rights.
A luxury purchase is not just about the brand, but about the quality and longevity that the brand represents. Unfortunately, the experience with both the product and the company's response has been deeply unsatisfactory. I would caution others to be aware of this policy and the company's refusal to provide appropriate remediation for faulty goods.”
“Terrible customer service. Ordered a pair of sneaker size 6 US and received size 6.5 US. Want to return for which we did not make the mistake but they're website notes charge of "Returns will incur a fee of USD 28 per item". We cannot find a number to call to explain the situation, and they give your 14 days to return to their location once your received it on your end. Don't shop at Cettire, you'll regret the headaches.”
“I ordered a product on 8/1 from Cettire Limited then received a counterfeit product on 8/8. I immediately initiated a return on 8/8. The product was sent back on 8/11 and received 8/13. Tracking number is 8834 52993671. I was originally given a processing time of 5-10 days following my return being received, then responded to Cettire because I had received no update by. the 10th, they then changed their quoted processing time to 7 business days. I then followed up again after 10 business days and they said my was still being reviewed. It is now 8/31 (12 business days and 18 total days) following my return being received by Cettire and I have still received no update.
Not only has Cettire failed to meet their own provided timelines but they have also provided no detail as to why my refund has not been processed. This business transaction is a scam for a nearly $400 order.”
“I had a very disappointing experience with CETTIRE. My order was shipped in three separate packages, yet when I initiated a return, they counted it as one order and charged me an additional $50 return fee. This was not due to anything on my end—the multiple shipments were CETTIRE’s decision—but the cost was unfairly passed on to me.
The return policy feels misleading, and the practice comes across as untrustworthy. Transparency and fairness should be standard in online shopping, but CETTIRE has not delivered either. I will not be shopping here again and strongly caution others to review their policies carefully before placing an order.”
“I would give a zero star if possible. Ordered on the 17th and provided a fake tracking number from DHL which I called up and no item ever picked up or posted . Now August 8th still no refund or any communication because lies and more lies. Don’t ever purchase from this website”
“CETTIRE is hands down one of the most incompetent companies I’ve ever dealt with. Their “customer service” is nothing more than scripted robots who never resolve anything. They routinely send wrong items, overcharge for returns, and refuse to refund to your original payment method—forcing you into their useless store credit instead. It’s dishonest, infuriating, and feels like outright theft. Avoid them at all costs.”
“Don't buy from Cettire, please. I had the worst online purchase experience in my entirely life with this company. Please don't be lured by the discounts offered for the luxury goods they are selling.
Below were the issues I had:
1)their return policy for change of mind is not fully transparent. The policy only mentioned a deductible return fee but does not state any deductible custom fees (if the item is shipped from overseas). This is not in compliance with the Australian Consumer Law. The custom fees is AUD70 and AUD30 for return fee. This could be big chunk of deduction for a handbag that cost under AUD400.
I bought a Pinko bag which turned out a little too big for me so I had to return it. Although I was aware of the AUD30 return fee and happy to take the risk if I didn't like it, I wouldn't have bought it if I knew they would also charge a Custom fee of AUD70. This is only fair and just. The return policy has to be more transparent and not in any attempt be deceiving. Customer must be able to make decisions based on information provided on their website before buying and weigh out their own risk.
2) Dealing with the Customer Service was a nightmare. I had to ask the same question in emails at least 3 times (and can be up to 5 times). And this was for a simple request for a return label. Even due to their own delays, they enforced the 14 days return policy. You would vomit blood dealing with them.
3) I had to keep chasing for the refund (got back in two stages after great pain) of a Coach Tabby handbag which was faulty. It had scratches in a few places. I would say it wasn't a pleasant experience at all dealing with their Cistomer Service. It appears that they use generic responses so it is very frustrating when you keep getting the same response even asking specific questions.
It took about one month to get all my refund back from the day they pick up the return parcel. I had to keep chasing for the Custom Fees and Return fees which they deducted in the initial refund.
I don't recommend buying from this business unless you are prepared to deal with all the anxiety and pain.”
“Cettire is selling fake items the Burberry caps isn't real and thread hanging off and the pattern is off . Beware! Avoid this page if you want authentic items.”
“They sent me a USED, WRONG item, WITHOUT ORIGINAL BOX (ordered 7.5cm shoes, they sent 9cm in 12cm box), and they refuse the refund because they received used shoes back... yeah, obviously you received USED SHOES because that's what you had sent.
Fortunately, I took pictures with timestamp to prove that these shoes had been used before they arrived at my doors.
To everyone in that situation: record when you open the parcel from them, take pictures with timestamps, REQUEST CHARGEBACK IMMEDIATELY with your bank, and don't agree for any fees for refund if the fault is theirs.
Alternatively, never buy from them in the first place.”
“I purchased a dress and I got it only to realize it’s completely sheer. I returned it the very next day and it got delivered to Cettire about a few days later. I receive an email about 2 weeks later saying they won’t accept my return because it was damaged. They send pictures and I’m in shock because the dress wasn’t even tried on. They return back to see there is no damage and they sent me pictures of a diff dress damaged. They work process my refund. Their customer service was beyond horrible. I felt like I was emailing a child”
“I placed an order over 10 business days ago and it still hasn’t shipped. I’ve contacted customer service several times and only received vague replies. This is unacceptable and I’ve now asked for a refund. Very disappointed with the lack of communication and transparency.”
“Website said item is available. I placed an order and customer care reaches out saying not in stock at the moment & will be restocked after 5 weeks. Since I wasn’t in rush I said ok. Delivered after 6 weeks & I found out price was reduced by over $100 for the same item on their website. I requested them to match the price for me waiting 6 weeks of placing order & they write me a big email about their policies & how they cannot do it. Now I have to pay the return fee to send these back & order another pair. I should have gone Farfetch in the first place , this whole experience is not worth when you are paying hundreds or thousands of dollars.”
“I ordered a bag and received a much smaller size than aticipated. I returned the bag one day after it was delivered and it shows in my account with cettire that it was returned on the 20th of June. It was supposed to be refunded as a store credit so i could easily get something else but I have been expecting my refund and keep getting the same email that refunds are between 7-10 days and once they receive confirmation of completion, they will proceed with the refund accordingly. I am just
amazed at how this can be happening. This is so sad that they will put genuine customers through hell.”
“Worst customer service. Ordered 20 days ago. The bag was on sale. I have a feeling they don’t want to send it just because it’s regular price again.
Horrible communication.”
“I’ve made an online purchase of a wallet. On the next day they said the item was out of stock (the item is still available for sale on the app/site). The transaction was confirmed on my credit card. They didn’t cancel the transaction and refunded an amount lower than what I’ve paid. I believe they do this to get “adm” fee from users. I wouldn’t recommend buying there. I just lost money, no item and a frustration to deal with.”
“Worst experience ever. Placed my order on the 23/6 and now is 10/7.
Waiting for the order to be shipped for more than 17 days and still nothing. Their customer service are useless and pathetic. No matter how many times I reached out and followed up, they all replied with the same apology but no one took extra step to chase up and see why is taking so long. (It should be a standard procedure, not even an extra step).
Save your trouble and avoid them”
“Cettire is probably the worst site ever to order from. I ordered an item on 6/23/2025 and it is now 7/10/2025 and my order still hasn’t shipped and per the website my item is sold out after I’ve been trying to retrieve for over 7 days. The customer service is horrible and it sends out automatic messages without a specific answer.”
