“Their policy of 14 days is firm..
Wife bought me two items and followed their sizing instructions.. sadly the garments are a bit too small.. she bought them beginning of December as a surprise for Christmas. There is no extended policy over Xmas… so we’re left with £1000 of unwearable clothing .. very annoyed.
NO FLEXIBILITY ON THIS…”
“I received a pair of boots as a Christmas gift that did not fit. The boots were ordered in December, and I tried to initiate the return on Christmas Day. They refused to relax their very strict policy even at Christmas, which is both ridiculous and very Grinch like. They clearly don’t value customers like me, who *was* a frequent shopper. I won’t shop there again. There’s no reason for this policy at Christmas except to screw people over. I was even willing to pay the restocking fee (another stupid policy).”
“Bought my son a Xmas pair of shoes late November. They don’t fit as his foot is wider than the shoe. Tried to return but CETTIRE insists on a 14 day return meaning you can NEVER buy a gift that doesn’t fit.”
“The product I received was damaged, so I requested a return. They asked me to send photos and said they would send a return shipping label in a separate email.
I sent the photos as instructed, but I never received the return shipping label. I emailed them three times to inquire about the status, but received no reply. The return policy states that returns must be made within 14 days. This led me to believe they were deliberately ignoring me, so after 9 days, I sent an email expressing my deep disappointment with their lack of response. I also stated that if I didn’t receive a response, I would initiate a chargeback and leave negative feedback on various review sites.
It was only then that I received a reply. However, the response insinuated that I had damaged the product myself, which was deeply offensive. The damage was on the inside of the product and not immediately visible, so it was likely missed during their inspection. Blaming their oversight on me is extremely disappointing.
The reply also claimed that they were dealing with many inquiries and that I was at the end of the queue. Previously, they had responded within a day, but this time it took 9 days, which is highly unusual. Their response stated that Cettire conducts thorough inspections, so damage is unlikely, and that they would provide store credit if I completed the return process by December 27th. Another email mentioned they would send the return shipping label separately.
I insisted on a full refund because I had done nothing wrong. However, I have not received another reply, nor have I received the return shipping label. It seems they are intentionally delaying the process to make me miss the return deadline.
This experience has been incredibly disappointing. I regularly spend over ¥1,000,000 annually at stores like SSENSE and Farfetch, and I had planned to shop at this store similarly. However, I now feel I can never shop at such a dishonest store again. I urge everyone to be cautious.”
“My wife purchased a very expensive bag for more the £1000. This was used only twice before the handle broke. Cettire was very slow to respond and then refused any help as they said this was wear and tear and they were not interested. They also said they would no longer reply to my emails. Disgusting customer service and attitude. This is the second time we have had a problem with them.”
“DO NOT BUY FROM THEM if you can.
I purchased multiple items and got the items. However, for something that you pay a lot of money for , you expect to receive a new item. One of the item was without a tag and with lints all over.
So naturally, I reached out on customer service support to get a replacement or a refund. It took me 2 weeks to get a solution, and once the solution was finally given by them, they had the balls to come back and say it was outside of the return days....
I reached out the very week I received my item. They took a long time to help, and now they're expecting me to keep a dirty, used looking item that was couple hundred dollars..
Either way, I RECOMMEND TO STAY FAR AWAY FROM THIS COMPANY!”
“Purchased Jil Sander flats that arrived quickly, but they were not in good condition upon arrival (discoloration and loose stitching). I immediately contacted cettire and sent them back next day. Now, it has been 1.5 months and they are still working on a resolution to refund me which is insane. They received the items 3 days after I posted them, and have been gaslighting me since. DO NOT PURCHASE FROM THEM!!!! I've just sent a dispute claim to my bank because over chasing them.”
“STEER CLEAR OF THESE FRAUDSTERS
I ordered some espadrilles for my partners birthday which was on the 1st of November. They arrived a couple of days before I wrapped them up and I gave them to my partner for his birthday. On opening the box the right hand shoe was torn. I took a photo of it and emailed them immediately as they do not have any other way of contact. The shoe is with its tags and not worn and the way it was torn it could not be done by wearing it. I have emailed them INXS of 40 times and every time I get a response from a different person they keep delaying my refund and today is the 18 of December and I’m still expecting a refund. They keep saying the shoes were not sent out like that but if I have received shoes that are damaged have not been worn have all their tags intact, what is the problem? They are Fraudsters and I am starting to believe that their items are counterfeit and I will report them. If anyone is interested in seeing all the emails I have had with them please email me. Customer Service Zero”
“I ordered a pair of shoes that were delivered without the branded box the shoes were too big and I wanted to return them they claimed I couldn’t because I don’t have the box which I never received. Will never use them again such poor communication.”
“I ordered 2 items and 1 of the items was missing from the order. I emailed so many times and no one gets back to me. I am going to have to try and make a claim on my credit card. I will never use them again and recommend no one else does. It is too risky. They also took over 2 weeks to ship the order. Avoid!”
“Return is extremely expensive. You pay $28 AND $50 for EACH item in your order. If you have two items in one order, and you want to return both of them, you have to pay ($28+$50)*2!”
“Absolutely awful. Wish i had read the reviews. Absolutely zero customer service - problem? Too bad better call your credit card company. Will never purchase from them again.”
“Unfortunately customer service is so bad that taints an otherwise ok experience.
If you are considering buying from them, you should know that return terms are very punitive, make sure to check them out.
Also they have a tendency of offering increasing discounts in a short time frame, and will not refund you the difference if you bought even a day before the new discount was released. You are better off delaying your purchase as long as possible.”
“Advertised a Golden Goose sweatshirt on a Google search for a men’s sweatshirt but sent a ladies.
They claim I ordered a ladies but see attached pic of the listing and tell me how on earth they can claim it’s listed as a ladies top.
Refused to wave the £20 return charge”
