Aritzia Reviews 173

I placed an online order and requested a cancellation before dispatch, which is my legal right under UK Consumer Contracts Regulations. Aritzia refused and hid behind a random 30-minute cancellation policy that isn’t valid in the UK.

DHL later confirmed Aritzia gave me false information about cancelling the shipment. Only the sender can request a return-to-sender, yet Aritzia told me I had to do it myself. I refused both deliveries, and DHL confirmed the parcels were being returned.

Weeks later, Aritzia re-shipped a returned parcel without my consent, using the same tracking number. Completely unacceptable and a huge red flag for any international customer.

Customer service has now gone silent, no refund, no resolution, no accountability. I’m having to file a chargeback because they ignored UK consumer law and their own written terms.

Aritzia’s customer service, refund process, and international order handling are unreliable, misleading, and not compliant with UK law. If you're in the UK or EU, think carefully before ordering — this has been one of the worst online shopping experiences I’ve had.

Also to add salt to injury - the coats are a terrible cut. Don't expect to be able to extend you arms wearing one. They're cheaper out on fractionally small amount of materials so the coats look good, but have zero real use.

Update: In the process of a chargeback and Aritzia writing demonstrably false claims. They seem to fail to understand emails and tracking are written and recorded. I will be raising this to Trading Standards once completed.

My wife ordered a sweater for my daughter from this store. When it shipped we received a used princess polly sweater in the package. When she went into the store to try and resolve this issue the staff was beyond rude and blew her off saying that we had to call the concierge. When we did we sat on hold for 45 minutes for them to say our claim was denied because it did not meet criteria to proceed with an alternate resolution. Simply put, go F yourself. When I reached out again today they said they would send the case back to the same people who denied it which will take a few more days for them to deny it again. Don’t buy from here, or at least don’t ever order anything online. And lastly don’t try to return or exchange anything, they simply don’t care!

I’m based in the UK and I cannot return my Aritzia order because the DHL Express return label they provided is invalid. DHL confirmed the waybill number doesn’t exist.

My return page is locked (RMA already created), so I can’t generate a new label myself. Support is not answering, email is rejecting all messages, and phone lines don’t pick up. My return window is expiring.

Order B4819171.
I need a new, active DHL Express return label immediately.

Terrible return policy!!! Ordered multiple items and they hide the fact that is exchange only!

Absolutely terrible customer service website is hard to navigate. Do not suggest whatsoever!!

I purchased an item online during sale, it didn’t fit so I went to return and low and behold any item purchased at sale price cannot be returned for a refund they will give you a gift card?no where does it say that on website or item page or order page. This is not costumer friendly. I would not recommend aritzia because of this.

I'm in the UK and really wanted to try an Aritzia coat but was nervous after reading the reviews on here. Have to say, my experience has been so easy. Ordered a super puff on Monday during the Black Friday Sale, and it arrived this morning (Thursday). WAY quicker than the parcels I'm waiting to be delivered from UK companies, and this is during the busiest time of year. No customer duties etc to pay (all fees are now included in UK prices as specified on the website). The coat itself is absolutely perfect and exceeds expectations. I ordered a size 2XS in the classic shape (I'm a 6-8 in UK sizing) - ignore the size guide that states a 2XS is for a 22 inch waist! I'm probably a 27 inch waist and there's loads of room to fit a bulky jumper underneath. I haven't had to deal with customer services or returns so I can't comment on that - but the delivery and the product itself - GREAT!

Ordered from the UK and it arrived in 3 days! Coat was exactly as expected. It’s a shame that they don’t do discounts in the uk but I think the quality is worth the price. I’ve heard returning is very difficult so just be very sure of what you’re ordering

Ordered two puffer vests. Only received one. They are refusing to send me the missing item refund it. Absolutely do not shop here. They are thieves.
What a truly shocking and poor customer experience. The first and last time I shop with them.

I was quite nervous about ordering from Aritzia after reading their Trustpilot ratings, however I couldn't find an alternative to the Superpuff that I liked enough, so I bit the bullet and ordered.

To my surprise, I had to pay no additional customs/duties/taxes, and DHL delivered my parcel within 4 days (faster than H&M and Mango in the UK!...) The coat is really nice quality and great value for money. I didn't have to contact customer service- so I can't comment on that, but if you know exactly what you're after and you don't feel like you'll have to return anything, don't be put off placing an order to the UK.

Terrible customer service!! I would give a zero rating if possible. I was trying to order an item online and realized that they were going to charge me for shipping, but if I created an account, the shipping would be waived. I spent two days trying to create the account because I kept getting an error message. I eventually contacted Customer Service by email. Nine days later I finally got a response from Meaghan (Aritzia Concierge). Nine days later is absolutely ridiculous!! She didn’t asked me for my name, phone number, address, etc., etc. I’m not sure exactly what this information was required for, but I chose not to provide the information. I’ve done all my Christmas shopping elsewhere!!!

Ridiculous customer service. Been trying to email, chat and call for five days about existing order. Nothing

Ordered a coat for my wife in their online sale. The site said 2 in stock.
They took my money and sent me a confirmation email.
An hour later they sent me an email saying they had cancelled my order - with no explanation.
After several hours trying I got through to them on their chat, and was told there had been a system error. I was then told there was no stock, but their site was still showing 2 in stock.
My payment is still showing in my bank account more than a day later.
Highly untrustworthy.

I was worried about ordering from Aritzia after reading all the negative comments. Living in the UK I’d prepared myself for additional import costs as per comments from people in UK.
I can only speak as I find … I personally received my goods very quickly, no extra costs to pay carriers when delivered and very pleased with the quality of my clothing.
I appreciate I’ve not had to deal with their Customer Service department like most unhappy customers but wanted to post a positive comments.

Horrible experience. Ordered once and the jacket that costs over 300€ arrives faulty with all the threads coming out and a permanent indent. I need to beg for a free return or partial refund for them to finally agree. I order a jumper and they send the the wrong one. Again I have to beg for a return label. They still haven’t refunded me and have stopped replying all together. I ordered the jumper I initially wanted and it arrived smaller that described on the site ( their size guide is totally off ) and again with one side of the seam coming undone already. Have emailed them multiple times about both issues and nothing.
Do not recommend

The deception to customers is appalling. They will sell you a shirt and one week later, the same shirt, style and NAME, will have increased 3x. With their justification that styles will be modified, but the quality remains the same.... BS
My matter was not resolved satisfactory to ME.

This is the second time I’ve had an issue with an aritzia order. I won’t be shopping again. I placed an order with multiple sizes so my growing teens could try on and returned 5 items. I got an email that they only receive 3 of the 5. They were all in the same box. Missing items were a pair of runners and a jacket worth over $400. They said they would investigate but haven’t heard back. To call in it’s a crazy long wait. Will never order from them again, so unethical. Plan to dispute it with my credit card now. All such a waste on time. Last time they sent the wrong item and when I called they wanted me to return the wrong item in the return window before they would refund. I explained I was out of town over Christmas and would drop it off when I returned and they said it wouldn’t work as they’d have to issue a store credit. Like wtf it was there error sending the wrong item and now they weren’t going to refund me. Made no sense. Just all around frustrating and so many other places to spend your money.

The management of this company needs to be aware of the poor quality of customer services. To expand the business, the company must offer online shopping. However, with its customer service, I will never come back.
I strongly advise against purchasing from Aritzia online. Their customer service is virtually nonexistent. I made two phone calls and waited over an hour each time--no one ever answered. I also tried using the online chat feature, but received no response.
This is, without a doubt, the worst customer service experience I've ever had.
To make matters worse, the coat I ordered did not match the online description. It was advertised as being made of wool, but the actual material is hard, rigid, and uncomfortable--making a $300+ coat feel like it's worth $50. DO NOT BUY. It's impossible to return, and the return is not back the original payment method. It will be issued via gift card.

Aritzia lost (or kept) my €520 jeans and won’t take responsibility.
I accidentally sent the wrong item to their warehouse — they assured me it would be returned, then later claimed they never received it. DHL confirmed delivery with official proof and advised me to contact local authorities, but pursuing that from abroad would have been too lengthy and impractical. Extremely disappointing experience and very poor handling from a brand I expected more from.

Avoid. You literally can’t return an item without talking to customer service, with wait times that are 30 minutes +