CARAT* London Reviews 366

My customer experience service with Carat was flawless, I asked to delay my delivery and they responded within 24 hrs, it was no problem and did exactly what I asked. For most companies this would have been a disaster but Carat sorted it out instantly. Well done I’m hugely impressed and I look forward to my delivery when I get back from holiday.

I needed to defer the delivery of a purchase and Leanne could not have been more helpful

I ordered a pair of the Eileen Ear Jacket Earrings at the start of January, on the site it was advised that they would be dispatched by the end of January due to high demand. I was happy to wait to receive them as I love the earrings. It is now near the end of March and I still have not received the earrings, nor I have I been told when they are due to arrive. They have taken my money and left me in the dark. The products are not cheap either, and you think because of that, good customer service would be provided. WRONG! Be careful when ordering from here, as you might not even get what you paid for!

I was looking to purchase the Alma yellow ring and they didn’t have my size. I contacted them through email and Leanne was super super helpful in getting it resized in no time. It’s one of the rings of my dreams and Leanne made it possible for me to have it!

I have bought various pieces and all of them have been beautiful. Great range of pieces, from simple to elaborate. Great customer service and postage is quick. Will no doubt purchase again.

Lovely jewellery and amazing customer service. Leanne helped a lot with questions I had about earrings and returns and couldn’t have been more helpful or kind! I will definitely shop here again!

Shocking customer care.
Purchased a necklace on November 25th for my wife for Christmas- which was unfortunately too long.
And was told I can’t have a refund and only a credit due to the extended Christmas returns run from November 28th - January 9th.
Explained it was a Christmas gift - but fell on deaf ears.
Plus they took £8 off my credit for postage.
🙄

I have had a really good experience with carat London, especially with Leanne from customer services who went above and beyond. Will definitely be a repeat customer! Thank you

Uncontactable customer service and the online orders do not work.
They take your money and leave it as pending and do not complete the order.
Then you can not reach anyone!!!
Clearly don’t want my custom.

Incredible service after my wife lost an earring bought a couple of years before. They weren’t on sale anymore but Leanne managed to find one left in stock. She then made sure it was posted out same day on overnight delivery. Amazing!

I have been a loyal customer of Carat London for years, but the way they have handled a manufacturing defect is professionally unacceptable. In March 2023, I gifted my daughter earrings for her birthday that suffered a major structural failure (the prongs snapped off) on the very first wear.
The timeline of their service failure:
• May 2023: I reported the defect with photos immediately.
• Nov 2023: my daughter personally dropped the items at their South Molton St. store. She followed the staff’s instructions to take a photo of the return form as the only receipt.
• 2023–2025: Total silence for nearly two years.
• Aug 2025: My daughter visited them again, only to be told to "send an email."
Now that they have closed all their physical branches, customer service is claiming the photo of the return form (which their own staff told me to take) is "insufficient proof." It is shocking that a brand would take a customer’s property, close their stores, and then refuse to take responsibility for the items in their possession.
It has been over two years, and we still have no earrings and no refund. I expected much more integrity and accountability from a brand at this price point. Avoid this company if you value after-care or quality.

I had reason to return an item of jewellery:customer service promptly assured me of a replacement asap, which was delivered by an insured carrier without any hassle. I am so grateful for this service, as the item is of special importance to me. I cannot recommend this Company enough & their products are SO special.

Seamless journey

Phenomenal customer service. I bought a ring two years ago and asked if I could send it back in for replating and they said yes (at a fraction of the price I was quoted everywhere else). The team have been so quick and helpful I cannot recommend them enough. Beautiful jewelry and a beautiful team!!!!

I have had the most horrendous experience with Carat and their customer services. I paid for an item that was never delivered to me and despite my trying to get help to find the item or to be refunded they have been elusive and totally unhelpful. There are so many jewellery providers out there. Think twice before you purchase here. A very unhappy ex-customer

I wanted to order a Farrah cocktail ring from Carat but they did’nt have my size. I sent a message to Carat Customer Services and they replied to say if I ordered the ring and let them have the order number they would have it re-sized (for free) before dispatch.
That’s what I did and it arrived really quickly. The ring is beautiful and fits perfectly. Excellent service!!

Leanne was super helpful and effective in resolving my misunderstanding immediately

Great service, great customer service (thanks Leanne!), great jewellery

Quality jewellery & quality customer service
I was delighted with my order; the jewellery is quality in terms of look and feel. The prompt communication from customer service matched this when I had a query. Leanne was attentive, personal and solution focussed, which I greatly appreciated. I have dince bought another item…

My first purchase a Hailey Tennis bracelet with Carat* London has been a very positive experience so far - thanks to Leanne (customer service advisor) who has gone “above and beyond” to assist me in every way possible with a gift I wanted for my daughter’s birthday. I couldn’t have asked for a better service.
Thanks Leanne for being so great 😀