Alice is an extremely helpful member of staff at Club L London. My issue was resolved within a matter of minutes, and the guidance she provided was fantastic. She made the whole process so quick and e... 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
I’m 5’7”, 179 lbs, with an athletic build, and this dress fits stunningly! It’s form-fitting without feeling restrictive, so there’s still plenty of room to breathe. Added a pair of heels, and the len... See more
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Neisha Beth and Alice were extremely helpful all the way and sorted out a tricky return for me as royal mail lost the package Thank you all very much for saving me so much time and effort Will d... See more
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I’ve always been happy with my purchases from Club L London. The quality of the clothes is really good, and the fabric feels lovely and comfortable against the skin. Everything looks well made, fits b... See more
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Company details
About Club L London
Written by the company
Shop With Confidence For Every Occasion
Club L London is the next-generation online fashion retailer specialising in accessible luxury and unique designs of unrivalled quality to flatter figures of forward-thinking women worldwide. From prom to occasion, am to pm, maternity, bridal and more, we deliver an engaging customer experience across 9 dedicated websites and apps to connect our global community with new and exciting collections dropping each week.
![](https://cdn.trustpilot.net/consumersite-businessunitimages/5c484c998f42e10001378a59/profile-description/tp2.jpg?v=1786351440")
Quality Customer Care
Your satisfaction is our top priority, and we have expert advisors delivering amazing customer service across email, messenger and socials; ensuring your queries, concerns and opinions are heard. The team aim to respond within 24 hours, but we appreciate your patience during busier trading periods. We also have a digital assistant available on-site 24/7, always happy to assist you.
![](https://cdn.trustpilot.net/consumersite-businessunitimages/5c484c998f42e10001378a59/profile-description/TP1.jpg?v=1786351441")
International Delivery
We provide a variety of standard, express and tailored delivery services globally, as well as order tracking to make your shopping experience effortless. UK girls can also subscribe to our Premier Delivery service and get unlimited orders with next-day delivery for just £14.99 annually! *Excluded postcodes apply. ![](https://cdn.trustpilot.net/consumersite-businessunitimages/5c484c998f42e10001378a59/profile-description/tp3.jpg?v=1786351441")
Let’s Stay In Touch
Sign up to emails, download our app and follow Club L London on Instagram, TikTok, YouTube, Facebook and LinkedIn to stay in the know about the must-see trends, our latest drops and exclusive offers. SHOP NEW IN SHOP DRESSES SHOP MATERNITY SHOP BRIDAL CONTACT USClub L London
Written by the company
- Here to help…
- Need a little style advice or some need extra help with your order? We’re here to help! Get in touch with our customer services team via Contact Page on-site and we’ll be happy to help.
- For Your Daily Dose Of Glam
- Find out first, get exclusive sneak peeks, offers and more by following us on Instagram @clubllondon or download the Club L App.
- Payment Made Easy
- Buy it now, pay later with Klarna and Clearpay
Contact info
United Kingdom
- care@clubllondon.com
- clubllondon.com
4.6
Excellent
28K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 98% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Review for Simone
Simone was amazing! He was incredibly prompt, helpful, and professional, answering all my questions and resolving my concerns. He made sure the cost of return shipping was included in my refund after I explained that the larger size was recommended by Club L London’s sizing guide. There was also an issue with a duplicate order, and Simone was extremely helpful in resolving it and even provided me with a discount code for my reorder. I really appreciated how accommodating he was and loved working with him!
August 3, 2026
Unprompted review
Reply from Club L London
What lovely news! We're thrilled to hear that Simone provided such exceptional service and was able to assist you with both the sizing and duplicate order issues. It's fantastic to know that his prompt and professional approach made your experience a positive one. We hope you enjoy your reorder and look forward to serving you again in the future.
Kind regards,
Nancy, Club L London - Customer Care Team
Simone gave a great solution and she…
Simone gave a great solution and she directed me to the exact address I was looking for!
August 7, 2026
Unprompted review
Reply from Club L London
That's wonderful to hear! We're thrilled that Simone was able to assist you so effectively and guide you to the exact address you needed. Thank you for sharing your positive experience with us.
Kind regards,
Nancy, Club L London - Customer Care Team
I was outside of the return window…
I was outside of the return window because of travel and Natalia was kind enough to open the window back up so I could make my returns, she was very kind and helpful! Great experience with this company and great products.
August 7, 2026
Unprompted review
Reply from Club L London
What lovely news! We're thrilled to hear that Natalia was able to assist you with your return despite the travel-related delay. It's wonderful to know you had a great experience with us and enjoyed our products. We look forward to serving you again in the future.
Kind regards,
Nancy, Club L London - Customer Care Team
Lauren was of great assistance
Lauren was of great assistance. Super kind and she was very prompt with replies to help me with my query.
Aisling Nolan.
August 7, 2026
Unprompted review
Reply from Club L London
That's wonderful to hear! We're thrilled that Lauren was able to assist you so kindly and promptly. Your feedback is greatly appreciated, and we'll be sure to pass on your kind words to her.
Nancy, Club L London - Customer Care Team
Despite the initial delay in delivery
Despite the initial delay in delivery, the customer service experience turned out to be excellent thanks to Ruth. After submitting my complaint, she responded very quickly, clearly explained the situation, and arranged a refund for the express delivery cost without any hassle.
I really appreciate her professional approach and the efficient way she handled everything. A big plus for customer service ☺️
The dress itself is beautiful and very well made, so I’m really happy with the overall experience.
This definitely won’t be my last order 😀
August 7, 2026
Unprompted review
Reply from Club L London
What lovely news! We're thrilled to hear that Ruth was able to assist you so effectively and that you're pleased with the dress. It's wonderful to know that despite the initial delay, your experience turned out positively. We look forward to serving you again soon.
Kind regards,
Nancy, Club L London - Customer Care Team
Would not accept their mistake
No number to contact them, they only provide ai bot for chats and do not listen to your concerns. I ordered a dress 7 days ago and it got returned to sender because they did not put the unit number I had provided. I sent a screen shot that I actually did provide the unit number however they said that since the dress is being returned to them they will refund my money in 2 weeks and now I have no dress for my friends wedding tomorrow. They have 0 care for their customers, they just want to earn money and have no regard for anyones situation even if they are at fault.
August 7, 2026
Unprompted review
Reply from Club L London
Hi,
We’re really sorry to hear about your experience, especially with your friend’s wedding being so close.
Having reviewed your order, we can confirm that the unit number was included in the delivery address provided at checkout. Unfortunately, once the courier has marked a parcel as returning to sender, we’re unable to intercept or redirect it, and we have to wait for it to be returned to us before the refund can be completed.
We completely understand how disappointing this is, particularly given the timing, and we’re sorry we weren’t able to get the dress to you in time. Your original order has now been fully refunded, and we have also reached out to you personally to discuss what happened and see how we can help.
We genuinely do care about our customers and always want to make sure that, when something goes wrong, we do everything we can to put things right. We’re sorry that this experience left you feeling otherwise.
Kind regards,
Shannon
Club L London
Order Cancellation Support
I receive an email letting me know that my order was cancelled due to high volume- someone could have purchased it as the same time as me, fine. So I went to the site and saw the dress still available, so I place another order, maybe they had a restock on the week since my order. Then I receive another cancellation email.
I replied to the email and was connected to their customer service team. They reviewed my orders and confirmed my frustration. They offered to assist me through the buying process of another dress and offered a coupon code. I appreciate the prompt assistance!
August 6, 2026
Unprompted review
Reply from Club L London
Hi,
We're really sorry for the frustration caused by your order being cancelled twice. We completely understand how disappointing this must have been, particularly when the item continued to appear available on our website.
Unfortunately, stock levels can change very quickly, especially on high-demand styles, and on occasion an item can remain visible online while the available stock is being reconciled. We appreciate that this happening twice is understandably frustrating and that the response you received did not leave you feeling supported.
We have requested further information from you via your Trustpilot review so we can locate your orders and look into this personally. We'd really appreciate the opportunity to review what happened and see how we can help further.
Kind regards,
Shannon
Club L London
I was chatting with Erin with regards…
I was chatting with Erin with regards to a fault on a purchase I made in club l . Erin was extremely efficient and friendly. Im glad that I got her . It was resolved in a very timely manner. Thank u club l and Erin
August 7, 2026
Unprompted review
Reply from Club L London
What lovely news! We're thrilled to hear that Erin was able to assist you efficiently and in such a friendly manner. It's wonderful to know that your issue was resolved promptly. Thank you for sharing your experience with us.
Kind regards,
Nancy, Club L London - Customer Care Team
Incredible
The dress was absolutely beautiful and so ethereal. Great fit on sizing. Amazing quality.
July 17, 2026
Unprompted review
Reply from Club L London
That's wonderful to hear! We're thrilled that you found the dress both beautiful and ethereal, and that the fit and quality met your expectations. Thank you for sharing your experience with us.
Kind regards,
Nancy, Club L London - Customer Care Team
I always buy my dresses from Club L…
I always buy my dresses from Club L London for any big events. Unfortunately due to medical reasons I couldn’t attend an event which I purchased a dress for and I had exceeded the returns timeframe. I got in contact with customer services and Amy promptly and kindly organised the return to be extended for me and I can’t thank her enough for the kind gesture.
August 7, 2026
Unprompted review
Reply from Club L London
What lovely news! We're thrilled to hear that Amy was able to assist you so promptly and kindly. It's wonderful to know that we could help extend the shipping for your dress under such circumstances. We hope you continue to enjoy shopping with us for your big events.
Kind regards,
Nancy, Club L London - Customer Care Team
I needed help with reordering a…
I needed help with reordering a beautiful dress for my daughters wedding. Simone was really helpful and prompt response was equally helpful. Thanks Club L top clothing and service once again.
August 7, 2026
Unprompted review
Reply from Club L London
What lovely news! We're thrilled to hear that Simone was able to assist you with reordering the dress for your daughter's wedding. It's wonderful to know that you found our service helpful and prompt. We hope the dress adds a special touch to the celebration.
Kind regards,
Nancy, Club L London - Customer Care Team
Refund Help
had a store credit refund that wasnt populating on my account so Natalia helped switch to a standard refund, which was super helpful! She was also extremely quick to respond to a couple of messages :)
August 6, 2026
Unprompted review
Reply from Club L London
What lovely news! We're thrilled to hear that Natalia was able to assist you with switching your store credit refund to a standard refund and that she was quick to respond to your messages. Thank you for sharing your positive experience with us.
Kind regards,
Nancy, Club L London - Customer Care Team
Excellent customer service
Excellent customer service. I made an enquiry about whether an item would be restocked shortly. Sara was kind, helpful and prompt in her response time and even provided alternative dresses that were similar to the one which would not be restocking soon.
August 7, 2026
Unprompted review
Reply from Club L London
That's wonderful to hear! We're thrilled that Sara could assist you so effectively and provide you with alternative options. It's always our aim to ensure you have a great experience with us. We hope you find the perfect dress and look forward to serving you again soon.
Kind regards,
Nancy, Club L London - Customer Care Team
Lovely outfit....I had an issue with…
Lovely outfit....I had an issue with DPD not delivering to the correct address but Julie from the customer care team was brilliant and dealt with everything quickly and efficiently.
August 7, 2026
Unprompted review
Reply from Club L London
What lovely news! We're thrilled to hear that you loved your outfit and that Julie was able to assist you efficiently with the delivery issue. We hope you enjoy wearing your new purchase.
Kind regards,
Nancy, Club L London - Customer Care Team
Ruth was amazingly helpful
Ruth was amazingly helpful. Really grateful for the support and communication. Thank you.
August 3, 2026
Unprompted review
Reply from Club L London
That's wonderful to hear! We're thrilled that Ruth was able to provide you with such helpful support and communication. Thank you for sharing your positive experience with us.
Kind regards,
Nancy, Club L London - Customer Care Team
Sara was very helpful
August 7, 2026
Unprompted review
Reply from Club L London
That's wonderful to hear! We're thrilled that Sara was able to assist you so effectively. Thank you for sharing your positive experience with us.
Nancy, Club L London - Customer Care Team
Sara from the customer support team was…
Sara from the customer support team was absolutely understanding and very kind to speak with. She helped me out and made my experience at Club L London great!
August 7, 2026
Unprompted review
Reply from Club L London
What lovely news! We're thrilled to hear that Sara was able to assist you so kindly and make your experience with us a great one. We truly appreciate you taking the time to share this with us.
Nancy, Club L London - Customer Care Team
The team were extremely responsive and…
The team were extremely responsive and understanding with my matter.
August 7, 2026
Unprompted review
Reply from Club L London
That's wonderful to hear! We're thrilled that our team was able to assist you promptly and with understanding. Your kind words mean a lot to us.
Nancy, Club L London - Customer Care Team
Great customer service
Great customer service, Lauren from the Customer Care team was very helpful for my issue.
August 6, 2026
Unprompted review
Reply from Club L London
That's wonderful to hear! We're thrilled that Lauren was able to assist you so effectively. Your kind words mean a lot to us, and we'll be sure to pass along your compliments to her.
Nancy, Club L London - Customer Care Team
Very helpful!!!
Lauren helped me through the return step by step process where I struggled to return item from Australia.
Very helpful
Thank you
August 6, 2026
Unprompted review
Reply from Club L London
What lovely news! We're thrilled to hear that Lauren was able to assist you with the return process from Australia. It's always our aim to make things as smooth as possible for our customers. Thank you for sharing your experience with us.
Kind regards,
Nancy, Club L London - Customer Care Team
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