It has become a painful experience trying to return the boots I ordered which are so big. I am always a size 6 but these are at least a size 7. I’m still waiting for ‘authorisation’ to return them.... See more
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See what reviewers are saying
Thank you Elizabeth for such professional and nice communication. I am very satisfied because the company is very attentive and I'm happy with the exchange that Cwen created for me. The boots a... See more
Always a great experience shopping at CWEN. Elizabeth was so efficient in assisting with delivery options to South Africa. She assisted with finding the right courier to avoid delays. My order arrived... See more
I’m so obsessed with these boots. I won a giveaway on insta and lemmmeee tell you they are so beautiful and amazing 😍I got the ankle boots monk strapped in black, they’re amazing quality and super du... See more
Company details
Written by the company
CWÉN shoes are crafted with the exquisite detail that could only live in a human hand. They're made robust and durable thanks to the very best in technology! Delicate hand crafting and ultra-modern methods work in harmony, perfectly representing the marriage of old and the new. Each process has been specifically chosen for CWÉN to ensure our shoes are as comfortable as they are beautiful, a practical as they are delicate. Traditional craftsmanship and modern machinery come together to bring you a shoe adorned with delicate luxury - an essential part of your wardrobe for many years to come. ..it's your shoes that give you away CWEN / Kwe:n / noun - the Old English root of queen
Contact info
71-75 Shelton Street, WC2H 9JQ, London, United Kingdom
- customersevice@cwen.com
- cwen.com
3.7
Average
48 reviews
No history of asking for reviews
This company hasn't invited their customers, so reviews may not be representative
Hasn’t replied to negative reviews
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See how their reviews and ratings are sourced, scored, and moderated.
Great designs, comfortable and fabulous customer service
Cwen not only have great designed shoes, they are made well and in my experience, are very comfortable too. Customer services is excellent.
May 19, 2022
Unlawful returns policy - very poor.
Shoes seem of good quality, but are in poor condition with black marks on the heel, hence I am returning them. The main issue though, is Cwen’s unlawful returns policy. Their policy states that the items need to have been *received by them* within 14 days from the date of delivery (indeed they recommend shipping no later than 7 days from delivery to meet this deadline).
The Consumer Contracts Regulations actually state that the consumer has 14 days to *advise* the retailer of their intention to return the goods, then they have a *further 14 days* to actually return the goods (so 28 days in total).
Even more annoyingly, the only option for return is to use Collect+ which is super inconvenient for me - there isn’t even an address to ship via Royal Mail at my own expense.
Really, really poor. At a bare minimum as a consumer, I can expect the retailer to have a policy that actually complies with current legislation. Definitely won’t be shopping here again.
Edited to reply to response from Cwen:
You have misunderstood the law, consumers only have to advise you of their intention to return the goods within 14days, they then have a further 14 days to actually ship the goods. I’d suggest you seek some further legal advice on this point.
March 15, 2022
Reply from CWÉN
Dear Pippa,
Thank you for your review. We are operating strictly under our terms and conditions. Subject to your cancellation rights under the Rights of Cancellation (Consumer Contracts Regulations 2013), returns must be made within 14 days with proof of delivery).
Our return services are free within the UK and operated by Collect plus services, as a majority of UK retailers. We have kindly offered you an additional UPS drop off services which were not accepted by you.
We do not offer collection services at the moment.
Kind regards,
CWÉN team
I can't fault the service i was given…
I can't fault the service i was given off the support officer Elizabeth. She was profesdional and dealt with my problem immediately.
I will certainly be purchising more well crafted shoes with CWEN.
March 9, 2022
Reply from CWÉN
Thank you so much for your kind words, Linda. We really appreciate you taking the time out to share your experience with us — and we agree, Elizabeth is truly a gem to have on our team! We count ourselves lucky for customers like you.
Kind regards,
CWÉN team
I was so impressed with the swift and…
I was so impressed with the swift and efficient service. The boots are beautifully made and packaged and it feels so good to support a company like this with products that have longevity and style.
February 26, 2022
Reply from CWÉN
Jane, thank you for the great review! We’re so happy you loved your boots. We’d love to continue providing great service to awesome customers like you. Thanks again!
Kind regards,
Team CWÉN
Nice shoes but not great returns policy
The shoes are beautiful. Some marks on leather but still well made.
The online shopping experience though not ideal.
They don't offer refund on over 30% sale items. This was the first pair I have bought and unfortunately the sizing doesn't fit me. I am a size 6 but they were way too big. As no refund option, I exchanged with a size 5. They are too tight so now I can only hope that the leather will soften with wear. There is a credit option but what good would that be if their sizing doesn't fit the feet...
Also, have to pay for return and that varied from £5 to £11.
January 18, 2022
The item we ordered was very nice & of…
The item we ordered was very nice & of very good quality, but unfortunately the stile didn’t suit me. I will be back.
January 17, 2022
Reply from CWÉN
David, thank you for taking the time to leave us a review! We’re happy to hear that you loved our products. We are hoping to see you back.
Team CWÉN
amazing shoes
I ordered two pairs of shoes. At that moment I was in Ukraine and I had to wait a long time to pay the fee. But the shoes exceeded all my expectations. these are truly amazing shoes.special thanks to Elizabeth for the professionalism and individual approach in working with clients
December 23, 2021
Unprompted review
Reply from CWÉN
Dear Natali,
Thank you so much for this 5-star review. We really appreciate you being a customer and helping to share the word about CWÉN. We’re here for you anytime!
Kind regards,
Elizabeth
Reply from CWÉN
Dear Stella,
Thank you so much for taking the time to leave us a 5 star rating - it's much appreciated!
Kind regards,
Sarah
5 Star Quality
Just bought a pair of boots and shoes in the sale. I am so happy with both pairs.My friend was that impressed she bought 5 different pairs
November 26, 2021
Lovely lovely shoes which are very well…
Lovely lovely shoes which are very well made, reasonably priced and arrived really quickly - will be keeping my eye in the website to get something else in the spring.
November 5, 2021
Fabulous looking and comfortable to…
Fabulous looking and comfortable to wear. Received lovely compliments. Will definitely be buying more styles.
November 1, 2021
Reply from CWÉN
Hi Elizabeth, I just wanted to say thank you for taking the time to share your experience with our company. We love hearing from happy customers and we’re so glad you got to see what CWEN is all about!
Kind regards,
Sarah
Was trying to make up my mind up…..
Was trying to make up my mind on the shoes which then went out of stock. So pleased they became available again and quickly purchased. So glad I did. Fabulous shoes at a good price. Problem free ordering and delivery
October 24, 2021
Reply from CWÉN
Dear J. Eve,
Thank you for the 5 stars! There’s nothing better than receiving a positive review! We are really pleased to hear you love your new pair of loafers and your purchase experience with CWEN.
Kind regards,
Sarah
Reply from CWÉN
Dear Klaudia,
Thank you for the positive rating! We’re glad that you loved our laced oxford shoes snake. We are always trying our best to make your experience memorable, and we’re glad that we’ve achieved it!
Kind regards,
Sarah
It’s doos not callclosd god
September 6, 2021
Reply from CWÉN
Dear Rania,
Thank you for your feedback. Please let us know if you have any questions or concerns at customerservise@cwen.com we are happy to help.
Elizabeth
@CWÉN
Excellent service and beautiful shoes
Excellent service and beautiful shoes. Thank you.
August 21, 2021
Reply from CWÉN
Dear Fiona,
We are so grateful for your kind words. Thanks for sharing your review with us and the community.
Elizabeth
@ CWÉN
its more than 6 days now and i still…
its more than 6 days now and i still havent received my items. it seems like it hasnt left UK even. im wondering how long it may take to ship items within such a small distance....
July 30, 2021
Reply from CWÉN
Dear Monika,
We'd appreciate if you could contact us firstly on customerservice@cwen.com to explain your concerns instead of putting 1star straight away. We have huge amount of parcels and we do not check when each of them arrived.
We can see that there is a problem with your shipment by UPS. Parcel was picked up from CWEN warehouse on the 27th of July. Unfortunately we are not able to control delays caused by UPS company. Due to Brexit and new rules with declarations. taxes and duties - deliveries may take longer to arrive.
We filled in a request to take a look what is the problem and why it is delayed.
Your tracking info is 1Z61R8X76895975849, you should have it in your email too where you can see the route and events.
We do our best from our side and of course if in any reason the parcel gets lost we will issue a full refund.
https://www.ups.com/WebTracking?loc=en_US&requester=ST&trackNums=1Z61R8X76895975849/trackdetails
If you click on to -view details, then - shipments progress - then you will be able to see all events of the parcel route:
At the moment parcel is in transit, please see event list:
07/29/2021
11:00 P.M. On the Way
UPS initiated contact with the sender to obtain clearance information. Once received, UPS will submit for clearance.
Stanford Le Hope, United Kingdom
07/29/2021
1:00 P.M. UPS initiated contact with the sender to obtain clearance information. Once received, UPS will submit for clearance.
Stanford Le Hope, United Kingdom
07/28/2021
11:00 P.M. UPS initiated contact with the sender to obtain clearance information. Once received, UPS will submit for clearance.
Stanford Le Hope, United Kingdom
07/27/2021
10:45 P.M. Arrived at Facility
Stanford Le Hope, United Kingdom
07/27/2021
10:14 P.M. Departed from Facility
Watford, United Kingdom
07/27/2021
7:40 P.M. Origin Scan
Watford, United Kingdom
07/27/2021
5:35 P.M. Pickup Scan
Watford, United Kingdom
07/27/2021
1:38 P.M. Your package is currently at the UPS Access Point™ and ready to be returned to UPS.
Watford, United Kingdom
07/27/2021
1:38 P.M. Shipped
Drop-Off
Watford, United Kingdom
07/24/2021
8:31 A.M. Label Created
Shipper created a label, UPS has not received the package yet.
United Kingdom
Kind regards,
Elizabeth
Amazing company
I have received shoes from the company within just a few days. I could not be happier. The quality is amazing, even better than I expected. I would definitely recommend to everyone!
March 29, 2021
One of the best shoes i ever had
One of the best shoes i ever had! I cannot wait to buy some pair for summer.
Happy to collab with them and i can only recommend them to otjera and hapilly wear them 😂
January 20, 2021
Unprompted review
I got their Combat boots and I’m so…
I got their Combat boots and I’m so impressed with the quality!!! Seriously, it’s such a great option to get great quality with lower prices. Also, I love their designs ❤️ So stylish and trendy❤️ So happy that I discovered them through Instagram
December 23, 2020
Unprompted review
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