“Returns process is abysmal over the Christmas period. I purchased two of the same tops totally £300 and they refused the 2nd because they require the top back within 10 days. Despite the fact I had mitigating circumstances and consumer rights they refused. the condition of the items is rubbish considering the value of the item. will never shop with them again and will discourage others. they take £20 return fee, you pay for your own returns, you pay tax and high delivery fees, not worth it any way.”
“Terrible. They charge an insanely high "restocking fee" (over $100) and didn't accept one return bc the plastic hanger wasn't in the box. Terrible customer service. And the return process is cumbersome and difficult. I will never buy from them again.”
“Ordered gucci sunglasses from them for 300$ and the authenticity paper inside the box says Italy but on the glasses it says made in Japan. Fake products.”
“Before the holidays, my daughter ordered a pair of shoes she knew I loved as a surprise for my birthday. When she received them after about 10 days, I was in vacation and when I returned, i tried them and they were too big. But they didn't let her return it saying that their policy is the item has to be returned and in their facility 14 days after delivery! The other problem is that not knowing she ordered them for me, I also ordered them but a size smaller and when I returned from vacation, i tried them and they still didn't fit!
They wouldn't accept the return for the same reasons! So now we have 2 pairs of the same shoes that don't fit and no way to return them! They have the most horrible customer service I've ever seen for a luxury website! They lost 2 customers but don't even seems to care! Never shop there!”
“Unhelpful customer service. I was sent the incorrect size top as a Christmas present. I don’t know of any other reputable company that doesn’t have an extended returns period over the Christmas holidays. There has been no response to my emails to customer service. Avoid at all costs.”
“DO NOT BUY FROM THIS COMPANY
terrible customer service, no responce to emails, returned my item£900 jacket and it came back to me 6 days later DHL . It was meant to go to Italy! I sent it again and received it back 2 days later.
customer service no help, no chance of getting my money back jacket to small!!!!”
“Absolutely unacceptable return policy. Like many here, I ordered a belt for my boyfriend as a christmas present, the sizing is way off.
Reached out within the said 14 days (26th Dec right after we exchanged present), and they required the item to be *AT their warehouse* by then.
I shopped from all major luxury goods platform. Cettire operates with a theft like behaviour indeed and do not recommend anyone purchase from them.”
“Terrible exchange policy innaceptable for a clothes ecommerce business. They refuse to exchange and return an article with wrong size, at christmas season!”
“Do not buy from this website!!!
The prices look good and if you notice they change daily since it's a foreign company.
I bought a Dolce Gabbana dress in November. I had tried on a size in Neiman Marcus in the US and knew my size.
I got the dress for $1480.39, which was much less than the store in the USA. When you go to checkout, they charge an insane duty.
It was still a good price, and they had my size. So, I did my due diligence and read the refund policy. It said there would be a $25 deduction. And possibly could lose the duties paid.
The box arrived, but I wasn't rushed to try it again since I had already tried on the dress.
There was a 14-day return policy, but I didn't plan on returning, so I didn't rush.
The day before the 14th day, something made me open and check the box.
I realized I should check the dress. I'm so happy I did, tho!
The dress had a stain under the armpit and was super wrinkled. I assumed that I would have to steam it because it was in the box.
But the stain bothered me. Since I had one day left to return, I created a label.
It was too expensive to overlook.
However, I panicked about this stain. My first time buying from this site, and I didn't want not to get my money back.
The reason I picked size was the issue.
I lost $244.26 because of this. There is no number to call to explain the issue. Their only communication is email, and there isn't just one person responding and handling the issue.
I am extremely disappointed, and once I Investigated the return policy further, I realized this company is shady.
I have been communicating via email, but this company is horrible.
Please be careful. I won't ever buy from this site again.
They don't just charge a return fee; this site rips you off.
BUY WITH CAUTION AND BE READY TO LOSE THE DUTY FEES IF YOU RETURN OR EXCHANGE!!”
“This company is the worst company I have ever dealt with before. I have over 7 thousand dollars worth of items I’ve been wanting to return. It’s still within the timeframe of returning. It’s only been 9 days since I recieved the items and they are saying I cannot return it even though their policy is 14 days. Please can someone help me. How do I get in contact with them. Does anyone know the address of their headquarters. It doesn’t seem to be in Melbourne anymore”
“Same complaint as everyone else . Returned the item and it takes weeks to hear back from them and I still hope they return my 300$ purchase ! I will never chop there again !!!”
“OMG I wish I didn’t buy from them haven’t heard from them they don’t ship my item even in instagram THEY DELETE MESSAGES so you can’t see I THINK I have lost a LOT of money PLEASE DONT BUY these was my first buy wish I had done it on Farfetch”
“I was leary of using this vendor but it was the end of the year and I needed to make a quick purchase. The item arrived. Although it looked beautiful, the item had no tags aside from the inside one. It looked authentic to me. Yet I sent the item back because I found it 50% cheaper with another retailer. Cettire contacted me to let me know the item had reached their returns department. However, it has now been 2 weeks and I still do not have a refund and no one provide intel to me via their customer service email. I want my money back and I want Cettire to stop ruining my 2024.
Now I am stuck with no refund and I've also run out of time to return the 1/2 price item because Cettire won't contact me! I won't buy from them again. Customer service is poor.”
“HELP! This company does not respond! I have emailed, DM'd many times because their website said I needed to contact them for a return label for an XMAS present. No response for any of my contacts. Please contact your customers! NEVER AGAIN!”
“Order arrived late, we wrote to customer services twice asking where it was and they never replied. Once arrived the item does not fit but Cettire will not approve a refund, this was requested 26th December, item ordered 11th December- appalling service, would not recommend, having spent £160 we are taking matters further under Consumer Rights Act.”
“Their return policy is one of the worst around. They require your return to be in their hands 14 days after taking delivery of your item, which means it has to be in the hands of their partner carrier (usually DHL) within 10 days of taking delivery. Compare that with the standard 30 days or even 60 from some similar fashion retailers, 10 is pretty bad. And they're strict about it. If that 10 day window passes, that's it for your return. This is as opposed to say Farfetch where although they have a 14 day return policy you can still start a return after that window passes.
I ordered a pair of boots from them based on the size chart on the product page and it didn't fit, so I thought what's the big deal I'll exchange it for the correct size. After all I followed their product sizing advice, right? Whoops, how wrong I was, not only do they not take exchanges, I missed the return window by 2 days and they basically told me to go jump in a lake because I missed the return date. As of now I'm still trying to get them to take it because they sized me a full size off....
That being said I give them 3 stars because they do have nice stuff at fairly discounted rates and everything is legit.”
“I advise against buying from cettire. The product seems not to be fake. When the size is too big, I tried to return, they claimed that they will deduct gst tax and a return fee of 35 dollars. I bought at other platform there is no such fee and even if there is a deduction it was reasonable. When I told them that I am happy to pay gst if they can prove that they have paid for it and cannot claim it back (after all there is no sales as the product is returned). They stopped responding. I won’t buy from this website again based on this experience.”
“DO NOT buy anything!!! There is NO customer service!!! I bought a Christmas gift for my husband ($400+) that was too small for him. I placed the order on 12/5 and on 12/25 I made the claim for a return. They sent me an email informing me that I could not make the change. I requested a phone number where I could contact them and they did not answer the email to give me the requested information. A disastrous money loss disaster. I will NEVER shop there again.”
