Awful customer care. Returns were sent 2 months ago, company can see goods were returned but seeing the delivery as “still in transit” so refusing to refund me “while they investigate”. Took 2 weeks... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Shipment & handling was perfect. The item ordered not so much. Fitment left a lot to be desired as was maybe to be expected for a one-size-fits-all type item. I just expected better quality for the pr... See more
Company replied
All lingerie received was of great quality and fit well. However, one bra that I received was covered in gray mold. Like hairy mold. I washed the bra and it all came off, but it was disgusting when it... See more
Company replied
My return was received by Bluebella warehouse over one month ago and I still have not received my refund which is extremely disappointing. Please can this be resolved asap. My refund was issued th... See more
Company replied
Company details
- Lingerie Store
- Erotic Clothing Store
- Fashion Accessories Store
- Swimwear Store
- Underwear Store
- Women's Clothing Store
Written by the company
Bluebella was born from a simple idea to create luxurious and sensual lingerie for self-assured women. Founded on the belief that strength and sensuality belong in the everyday, with the understanding that beautiful lingerie sets a powerful tone for whatever comes next. Bluebella is a multi-award-winning brand that has paved the way for accessible luxury in the lingerie industry.
Bluebella
Written by the company
How Bluebella Gives Back
Customers can choose to donate 1% of their purchase
Bluebella is dedicated to supporting and helping others and have partnered with multiple charities across its global sites. Customers can choose to donate 1% of their purchase, at no extra cost to them. The charities include the Gender Equality Foundation, Equality Now, LGBTQ non-profit Outright International, the climate justice charity Rainforest Trust, and body positivity resource SeekHer Foundation.
Contact info
Brickfields, Unit 201, 37 Cremer Street, Hoxton, E2 8HD, London, United Kingdom
- 0203 176 6990
- care@bluebella.com
- bluebella.com
3.4
Average
6K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 52% of negative reviews
Typically replies within 2 weeks
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Bella Bluebella
I am always pleased with my purchases on Bluebella. Very beautiful and well made lingerie.
February 3, 2026
Still waiting for my refund after 21 days
Still waiting for my refund after my parcel was received by the warehouse on the 11th of Feb. Many automated emails, no way to reach someone to directly resolve the issue. Refund is sizable and it starting to build charges on my credit card while waiting for my card to be credited.
Very angry and frustrated.
February 11, 2026
Unprompted review
Reply from Bluebella
Thank you for your feedback. To help us resolve this matter as quickly as possible, we’ve requested some additional information regarding your enquiry.
We understand how frustrating delays can be, and we appreciate your patience while we review the details. Once we receive the requested information, a member of our Customer Care team will be in touch to provide a resolution.
Warm regards,
Bluebella Customer Care
Nevevr received my refund
Having the worst experience with their customer service.
I have returned few items at the beginning of February, received an automated email confirming my return was shipped back correctly but haven`t been refunded yet.
I contacted the customer service via chat and email multiple times but no one ever answered to me.
I managed to get hold of someone via instagram and they reassured the case would be looked into but nothing.
I am not bound to start a small case claim to get my money back.
This experience is frabkly shocking.
February 10, 2026
Unprompted review
Reply from Bluebella
Thank you for your feedback. We're very sorry to hear that your refund took longer than expected and that our response did not meet the level of service we aim to provide.
We are currently experiencing a higher volume of enquiries as we come out of our peak period, which has unfortunately led to longer wait times than usual. Our Customer Care Team works through requests using a queue system to ensure every enquiry is handled fairly and in the order it was received.
We understand how important it is to receive timely updates and refunds, and we sincerely apologise for any inconvenience these delays may have caused. While our team works hard to process all refunds as quickly as possible, processing times can occasionally take longer due to high volumes or banking delays.
A member of our Customer Care team will be in touch directly to ensure your refund has been fully processed and to assist with any further questions.
Warm regards,
Bluebella Customer Care
Reply from Bluebella
Thank you for taking the time to leave a review.
We are sincerely sorry to hear that you are unhappy with the quality of your items.
A member of our Customer Care team will reach out to you directly so we can gave some additional information.
Warm Regards,
Bluebella Customer Care
Issue resolved - Awaiting refund for over one month
My return was received by Bluebella warehouse over one month ago and I still have not received my refund which is extremely disappointing. Please can this be resolved asap.
My refund was issued the same day I posted this review 👍
March 9, 2026
Unprompted review
Reply from Bluebella
Thank you for your feedback. We're very sorry to hear that your refund took longer than expected.
We understand how important it is to receive refunds promptly, and we sincerely apologise for any inconvenience this delay may have caused. Our team works hard to process all refunds as quickly as possible, but occasionally, processing times can take longer due to high volumes or banking delays.
A member of our Customer Care team will be in touch directly to ensure your refund has been fully processed and to assist with any further questions.
Warm regards,
Bluebella Customer Care
Prolonged return policy
For US customers, please note the return is going back to the UK, it took close to a month for the return to arrive, the policy said 4-14 working days for refund after receipt of return. It has been two months since i initiated the return and still no sign of refund or customer service responding (with the exception of automated message: we will get to it)
Updated: finally got a response and confirmed the refund is in progress.
March 6, 2026
Unprompted review
Reply from Bluebella
Thank you so much for taking the time to leave a review.
We understand how important it is to receive refunds promptly, and we sincerely apologise for any inconvenience this delay may have caused.
Our team works hard to process all refunds as quickly as possible, but occasionally, processing times can take longer due to high volumes or banking delays.
We have requested some additional information so we can ensure your enquiry is resolved promptly.
Warm Regards,
Bluebella Customer Care
gorgeous and stunning!!!
gorgeous and stunning!!!
I really enjoyed my products. Looks and feels amazing. Thank you Bluebella!
February 5, 2026
Win Win!
I bought a teddy for my wife as a Valentines present and she was pleased with the design and the quality. Win Win!
January 30, 2026
Cute sexy jewelry bra
Great product! I love the body jewelry bra - it fits well and looks sexy. Thank you. I’m 34D and I got sz L.
February 6, 2026
Received the wrong lingerie set two…
Received the wrong lingerie set two weeks after I not only ordered, but paid for the two day shipping. I returned it with a simple request to have them send what I had ordered and have had no updates since. I’m actually impressed by the lack of customer service to be honest. No only in the wrong item sent, but a simple request for what I ordered goes ignored while my $50 payment for expedited shipping gets pocketed.
Beautiful product but I suggest purchasing through a drop-ship group like Nordstrom.
February 6, 2026
Disappointment to happiness…
I was missing an item from my order and the AI on the live chat was unhelpful, but once I got a Bluebella Customer service person, things were sorted very quickly and the solution was great
February 2, 2026
Unprompted review
Excellent professional
Excellent professional. Customer service was attentive and handles my situation with care
February 5, 2026
Still waiting for refund
First time shopping with Bluebella. Kept one item which I’m happy with but still waiting for a refund almost one month after my returns were received by their warehouse. Multiple emails (the first got an AI bot response) and continual ‘we are escalating this’ but still no refund.
March 5, 2026
Unprompted review
Reply from Bluebella
Thank you for your feedback. We're very sorry for the delay you experienced with your refund and understand how frustrating this must have been.
We can confirm that your refund has been fully processed. We sincerely apologise for any inconvenience caused by the delay and greatly appreciate your patience while our team worked to resolve this matter.
Warm regards,
Bluebella Customer Care
Fantastic experience!
Fantastic experience. Great selection and quality, easy shipping - exactly as expected. Will be a repeat customer.
February 2, 2026
product perfect!!!!!
February 11, 2026
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