James now has a shop on the Whatnot app which is very cheap compared to the website. I’ve bought 5 items from the whatnot auction site and although they’re all nice I was very disappointed to see ‘Mad... See more
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See what reviewers are saying
It arrived quickly, I would have liked to know an estimate for customs payment.
Although your description didnt mention zipped pockets or a hood I was delighted that the jacket had them. It's great quality, well made, fits well for size 12 with room for warmer layers too. Deliv... See more
Company replied
I discovered James online shop couple of years ago and I can honestly state, I was so impressed with the whole experience of ordering and their return/refund policy. His collection never fails to... See more
Company replied
4.3
Excellent
602 reviews
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Very good customer service
Order arrived on time!! Popped into shop as needed different size. Very helpful customer service ✅
July 30, 2023
Reply from James Lakeland
Thank you for your positive feedback! We're delighted to hear that your order arrived on time and that you had a pleasant experience with our customer service team. Your satisfaction is our priority, and we look forward to serving you again in the future. If you ever need assistance or have any questions, please don't hesitate to reach out.
Best regards,
James Lakeland Team
Reply from James Lakeland
We greatly appreciate your review! It's wonderful to hear that you are pleased with the excellent quality of your item and our speedy delivery service. If you ever have any questions or need further assistance, please feel free to reach out.
Best regards,
James Lakeland Team
Good service
The piece arrived quickly and in great condition. Very clean finishing.
I like the buttons.
July 10, 2023
Reply from James Lakeland
We greatly appreciate your review! It's wonderful to hear that you are pleased with the excellent quality of your item and our service. If you ever have any questions or need further assistance, please feel free to reach out.
Best regards,
James Lakeland Team
Very helpful and friendly staff
Very helpful and friendly staff. Beautiful fabric and dress.
June 29, 2023
Reply from James Lakeland
Thank you for your positive feedback! We're delighted to hear that you had a pleasant experience with our customer service team. Your satisfaction is our priority, and we look forward to serving you again in the future. If you ever need assistance or have any questions, please don't hesitate to reach out.
Best regards,
James Lakeland Team
Disappointed
Cool-looking designs (I own a super JL winter skirt) but very disappointed in the short tweed jacket - it is unlined, fine - but the material is so scratchy you would need to wear a sleeved top under it. The model appears to be wearing nothing - I certainly couldn't.
Dress had great hanger appeal but the 16 needed to fit my bust had yards of skirt and did not flatter.
The returns form would not load and the online returns process did not work. I emailed customer services on 21st June to tell them I could not generate an online return or a label and would post my parcel tracked next day. Parcel was sent first class on 22nd June and 6 days later I have no acknowledgement of email or return to date, nor any refund yet. Puts me off buying direct in future - I will stick to what I find in store.
Your response is unhelpful. If your returns form is not required - why have it on the screen at all? if hyour online returns facility doesn't exist - why not remove it? Why direct people in your policy to use the returns form?
The original invoice is online in an online transaction. I enclosed the paper that came with the original parcel. I work paperlessly. Am I supposed to find a printer and print off the online invoice and enclose that too? How about a clear and unambiguous returns process any normal idiot customer can follow, printed on the delivery note and clerly stated on your webpage? And it's been 7 days and I still have no refund. would you care to explain?
June 15, 2023
Reply from James Lakeland
Dear Customer, I am sorry to read about your poor experience.
Regarding the item description and composition, you should find them on our website. They tend to be thorough in terms of what the item in question features. Otherwise, we are happy to advise you on the phone.
Our return policy states that all returns must enclose the original invoice to be processed, there is no need for a return form.
We aim to offer the quickest service. Refunds may take up to 5 working days to be credited back in your account.
Our apologies if the service provided was not up to our usual standards, we should be very happy to assist you for your next order with us.
Very Best,
James Lakeland Online Team.
Returning an item
I have to return an item which is proving to be impossible. I've emailed James Lakeland and received no response. The issue is that the 14 days return policy is almost over. I expected better service.
June 4, 2023
Reply from James Lakeland
Dear Customer, I am sorry to hear you have a hard time returning an item, everything is clearly stated in our return policy. I attach this here for your perusal: https://james-lakeland.co.uk/pages/returns
I have answer your email under 24h which meets our standards, I am now awaiting to hear back from you.
Very Best,
James Lakeland Online Team.
I’d ordered a dress I liked but it was…not the right one.
I’d ordered a dress I liked but it was a little large, so I sent for a smaller one. As I wanted it quickly I paid for past postage , unfortunately it took longer than free postage. The dress I wanted and ordered when it came ,was not the dress I ordered. Although I returned the parcel before the weekend I’ve still not heard from you.
May 29, 2023
Reply from James Lakeland
Dear Isabel, I am sorry to read about your disappointment. However, I have answered your email to offer help, unfortunately I am still to hear from you.
Please do reach out, we would be happy to assist.
Very Best,
James Lakeland Online Team.
Beautiful clothes and excellent service
May 21, 2023
Reply from James Lakeland
Dear Customer, Thank you for your great review. We always aim to meet your satisfaction.
Thank you for shopping with us.
Very Best,
James Lakeland Online Team.
Quick delivery and very good quality
May 22, 2023
Reply from James Lakeland
Dear Marie, Thank you for your review, we are pleased you are satisfied with the services provided.
Very Best,
James Lakeland Online Team.
The company went over and above to find…
The company went over and above to find a dress I wanted. They were super helpful
May 16, 2023
Delivered on time
May 1, 2023
Reply from James Lakeland
Dear Joyce, We are happy you have received your order on time.
Thank you for the five stars review.
All the best,
Online Team.
Beautiful dress with a flattering cut.
April 26, 2023
Outstanding customer service from Paul…
Outstanding customer service from Paul Dede when I needed to return an item
Many thanks
April 26, 2023
Loved the dress and kept it but…
Loved the dress and kept it but disappointing to have to pay for return of another item that I ordered.
May 1, 2023
Reply from James Lakeland
Dear Alison, Thank you for your purchase, we are delighted you love your dress as much as we do.
I am so sorry you feel this way about our return policy. I hope you will be shopping with us very soon.
All the best,
The Online Team.
Excellent service
April 23, 2023
Reply from James Lakeland
Dear Amanda, thank you very much for this great review. We are delighted to hear you are pleased with the service provided.
Very Best,
Online Team -
This company has just lost a customer…
I have always been happy with James Lakeland - their quality of clothes is great and customer service is excellent.
April 6, 2023
Reply from James Lakeland
Dear Mrs Dakin, I am very sorry to hear you are disappointed with our change of policy. However, this has been advertised since February and throughout the month of March, by multiple newsletter as well as by an update on our Return Policy Page - Linked here: https://james-lakeland.co.uk/pages/returns .
Our apologies if the customer service was not up to our usual standard. We would be delighted to offer you a free return out of good will for this very order. Please email us with your details at e-commerce@jameslakeland.net, and we will forward you a label.
Very Best,
James Lakeland Online Team.
Stylish and warm skirt.
I was impatient for this skirt to arrive from England. However, it was delivered to me here in Australia in 14 days and I am really pleased with the quality of this product.
April 2, 2023
Reply from James Lakeland
Dear Leanne Holland, Thank you very much for this great review, we are very happy to hear you are pleased with your new James Lakeland skirt. I know how international deliveries can be lengthy, but I see it was worth the wait.
Best,
Online Team.
Satisfaction guaranteed
I was very pleased with the speed of delivery. Great service.
All the items of clothing I have ordered from you have been good quality and as described online.
I like the individuality of your collection.
March 20, 2023
Reply from James Lakeland
Dear Jeffrey Thompson, Thank you for this great review, we are delighted to hear you are pleased with the quality provided. The Italian craftsmanship is hard to beat. We thrive to make every collection unique and provide garments for every style.
All the best,
Online Team
Reply from James Lakeland
Dear Sally, we are very sorry do hear there was an issue with the item you have received. Please, email us at e-commerce@jameslakeland.net with your order number, and we will be very happy to assist.
Best, e-com team.
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