The "oversized hoody" didn't even cover my chin. The material was that weird shiny synthetic that can generate static electricity when you pat cats.
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
See what reviewers are saying
Ordered sandals (in Jan) Delivery takes 2.75 month (China New year party,,) Quality ok Be careful with shoe size Check for Kistania vouchers, coupons K is a retailer, reorders on demand not a... See more
Company replied
I recently ordered from Kistania and I’m absolutely impressed. The products are amazing – I got a gothic dress and a leather blazer-style jacket with a satanic bag, and everything was stunning. The qu... See more
Bought two hoodies, xxl was more like L, the material was more like plastic or polyester instead of the advertised cotton. No ribbed/tapered sleeves either. This is just a cheap knockoff version th... See more
Company replied
Company details
Written by the company
Kistania is a personalized clothing brand. We are focus on the most personalized unique clothing and accessories. Kistania currently sells a wide assortment styles and categories, which includs punk, gothic, lolita, chic, costumes and so on. We seek for a twist of darkness, channeling emotional power and raw energy into every thread. We sincerely hope we are not just a clothing seller, we hope we can co-create styles with our customers. Design what our customers favor, make you looking unique, is what we wanna to do. We are not perfect and small, but we have strong willingness and patient to grow with our customers.
Contact info
No. 4, 7th Floor, Building 2, No. 1366, Middle Section of Tianfu Avenue, High-tech Zone, 610000, Chengdu, China
- service@kistania.com
- kistania.com
2.7
Poor
288 reviews
No history of asking for reviews
This company hasn't invited their customers, so reviews may not be representative
Replied to 100% of negative reviews
Typically replies within 2 weeks
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Greetings
Greetings, the garment is really pretty, I just have to add a few details, the high collar should be made of another material since it becomes thick and unmanageable, and the sizes are very fair, just because it is an oversized garment and it is not wide.
January 24, 2024
Unprompted review
Fraud / Irresponsible
Please do not buy from this company. I ordered an item, They used the company EVRI to deliver. The company claims that someone signed for the item, however the product was not even brought to my flat. I was out and the delivery company left the package outside my building. The picture sent as proof of delivery was also the outside of my building open to everyone and the general public. My package was stolen within 10 minutes. I explained to Kistania That the product was not delivered to me, nor did I sign anything’. They told me to contact the delivery company, However, There is no way of getting through to them on the phone. Inputting details on the computer only show you the picture as proof of delivery. I explained to the retailer. I am unable to contact them and their response was sorry if you can’t contact them we can’t help you. Please do not buy from this company, You are taking a gamble and you may lose all your money. I am lucky I only purchased one item so my loss is not that big. Good luck, everyone.
January 20, 2024
Unprompted review
Reply from Kistania
Dear, if your package has been successfully signed for, and the last-mile service provider has also provided a signature certificate. However, the last-mile service provider did not deliver the package to you according to your request. You can contact the last-mile service provider and provide us with feedback on the missing package. Thanks for understanding!
I ordered 5xl hoodie and it wasn't true…
I ordered 5xl hoodie and it wasn't true to size i tried emailing to get a refund or a new hoodie with the actual size intended but i haven't even gotten a response yet if i had known it was going to be this much trouble i would have bought from a legit site at this point i just want a refund and i don't think anyone should buy from this store
March 11, 2024
Unprompted review
Reply from Kistania
??Dear, what is your order number? You can send it to me to check for you. If you contact us through our customer service email, we will reply to you within 24 hours after receiving the email on working days. If you send an email and time out without receiving any reply, you can check whether it was sent to the wrong email address? You can also tell me the order number and we will check it for you and proactively contact you via email. Thanks for understanding and looking forward to your reply!
Not happy!!
I just received my clothes and the quality is not as described. I already bought 2XL just in case the size went too small, but its still very tight. The two jackets does not look like the one in the picture, thin and very cheap quality. I totally would not buy this if i see the actual items. How can I return all these clothes?? I can't even log back in with my email address that i purchase the clothes.
February 9, 2024
Unprompted review
Reply from Kistania
Dear, we have a complete after-sales policy. If you are not satisfied with the product you receive, you can contact our customer service email within the specified time, and we will provide you with after-sales service based on your order situation. If you are not sure about your login account and password, you can also contact our customer service email and tell us your order number, or any valid information such as the recipient's name, so that you can find your correct login account and password. Thank you for your understanding and I look forward to your email.
Bought a 2xl and received a medium…
Bought a 2xl and received a medium size... The delivery was also very slow, took around q month to ship.. the sweater also has quality problems with the material used vs the one advertised.. the texture feels like plastic.. I am currently waiting for a solution to this problem and expect a refund or a replacement sent that meets the quality and size that I ordered.
February 7, 2024
Unprompted review
Reply from Kistania
Dear, each of our products has detailed product descriptions and pictures. According to our return policy. If you are not satisfied with the product you received, you can contact us within the specified time and we will provide you with after-sales service based on your order. If it is confirmed that it is our delivery error, we will also refund or reissue it according to your needs. Thank you for your understanding and look forward to your reply!
When I had a problem in my order .It…
When I had a problem in my order .It was immediately fixed by their customer service .
February 5, 2024
Unprompted review
Different from advertisement
The material is different as per description, no way that would be a cashmere hoodie or lambwool. it doesn't look like the one shown in the advertisement. that's not the product I expected. Just something try to pretend the item in the advertisement. I won't buy it if I saw thia actual product.
February 2, 2024
Unprompted review
Reply from Kistania
Dear, we have a complete after-sales policy. If you have any questions after signing for the package, please contact us through the customer service email in time. We will provide after-sales service for you. Thank you for your understanding! Looking forward to your reply!
their sizes are off
their sizes are off, we ordered a 5X. A 5X! and it's tiny af! we contacted tem and they would only do a partial refund. we read the measurements again and took measurements of the ninja hoodie, it didnt match up, we even sent those pics in the email to them. i know these are asian sizes but holy f#*ck. you know you're gonna be selling over seas, so at least make sure you list the measurements correctly! also, what size is 4 dots!? how do y'all even tell the sizes apart when there are no sizes on the clothes themselves?! This company didn't even bother to try and send another size, just half a refund? smdh
January 2, 2024
Unprompted review
Reply from Kistania
Dear, each of our products has detailed product descriptions and size charts. We will ship according to customer orders. If you have any questions about the product after signing for the package, you can contact our customer service email. We will provide after-sales service for you according to the return policy and your order. If your order has been partially refunded through after-sales service. This should also be a partial refund processed for you based on your needs. If you still have questions about your order, you can send me the order number and I will check it again for you. Thanks for understanding and looking forward to your reply!
Slow delivery.
Slow delivery.. order 1-14-24.. until 1-31-24 now still not here
January 31, 2024
Unprompted review
Reply from Kistania
Dear, our store has a complete shipping policy, which clearly states our orders, required stocking and shipping times. The order will not be shipped until the order is ready. The shipping time varies depending on the country. If you have any questions about the arrival time of your order, you can check our shipping policy again, or you can consult us through our customer service email. If your order has not been shipped yet, our stocking has not timed out. If you don't want to wait any longer, you can contact us at any time to apply for a refund before shipping. Thanks for understanding!
Horrible quality and nothing like pictured. Will contact my credit card company
Bought two hoodies, xxl was more like L, the material was more like plastic or polyester instead of the advertised cotton. No ribbed/tapered sleeves either. This is just a cheap knockoff version that vaguely resembles the pictures shown, but the material feels horrible and is shiny like plastic.
Will contact my credit card company regarding this
Edit: Order No. KIS00132085
January 18, 2024
Unprompted review
Reply from Kistania
Dear, how much is your order? Can be sent to us for verification for you. We have a complete return and exchange policy. If the product you receive has quality problems, we will provide after-sales service for you based on your order. Thank you very much for your feedback on product quality. If we know which product it is and the situation is true, we will optimize our products based on your suggestions. Thank you for your understanding and I look forward to your reply!
Store is meh.
Honestly, I wouldn't really buy from this store. Overpriced, but the quality is a bit cheap. Took 20 days to come in, and my hoodie was small for a large. Would recommend getting a size or two above your regular size. Customer service was pretty good.
January 16, 2024
Unprompted review
Reply from Kistania
Thank you for your recognition of our customer service, and thank you very much for your valuable feedback. We will optimize the sizes and hope everyone can buy the clothes that best suit them! grateful!
I bought a lambswool hooded jacket at…
I bought a lambswool hooded jacket at your website and paid through paypal. Four days after, still didn't get any e-mail with the order confirmation or the factur. Sent an email to the contact service and no reply yet. Starting to think I list my money and J wontrefeice my product. No reply from contact service.
January 9, 2024
Unprompted review
Reply from Kistania
Dear, we have a complete in-transit policy. Stocking and shipping times are clearly stated in the policy. There are no delays in stocking or shipping your orders. If the delivery of the order is delayed due to abnormalities in some of the products in the order, we will also proactively send an email to inform the customer. So if the order payment is successful and it has not timed out, please wait patiently. If you have any questions about the status of your order, you can send an email to the customer service email address at any time（service@kistania.com）. We will check it for you in time after receiving the email. You can also enter our store, log in to your account, check all orders with successful payment, and see the status of all orders. Thank you for your understanding and we look forward to your next visit!
Good company review …
They’re good company when they need questions answered they answer them right away and they said that they would email me to let me know when my item was coming and I appreciate that
January 9, 2024
Unprompted review
They’re really really good company to…
They’re really really good company to talk to when you have issues. They are quick to reply and that is what I like.
January 9, 2024
Unprompted review
Customer was a bit slow but it…
Customer was a bit slow but it eventually got to me, just have patience and they get everything sorted out. At least for me.
January 7, 2024
Unprompted review
I ordered my shoes weeks ago and still…
I ordered my shoes weeks ago and still have not received anything not even shipment information. I would give them a 0
December 23, 2023
Unprompted review
Reply from Kistania
？Dear, how much is your order? You can send it to me to check for you. Our store has a complete shipping policy. The policy also clearly states the lead time required before the order is shipped. And our orders are generally issued within the specified time. If there are abnormal circumstances that cause delivery delays, we will promptly send an email to the customer to ask if they are willing to wait. For every order that is successfully paid by a customer, the customer can enter our store, log in to their account, and check the status of all orders. You can see whether the order has been shipped at any time, and you can also see the courier tracking number after shipment. Thanks for understanding and looking forward to your reply!
Unusable, poor workmanship, no response from customer service
Quaility extremely poor for the flowy dress. It was made from a stiff flat fabric, seams not even and missed stitches with lots of hanging threads. Fitted bodice uneven with one cup pointing forward and the other to the outside? weird, and shoulder straps extremely long not proportionate to dress. No reply from customer service and they keep taking my review down
December 8, 2023
Unprompted review
Reply from Kistania
？？？Dear, I don't understand what you mean. Our customer service email address is service@kistania.com , you can check whether it was sent to the wrong email address. Each of our products has detailed product descriptions. If you are not satisfied with the product quality after arrival, you can contact our after-sales service in time. We have a complete return and exchange policy and will handle it for you based on your order situation. You can also send me the order number and I can check it for you. Thank you for your understanding! Looking forward to your reply!
Amazing products
I’ve been always looking for a hoodie like that and could never find it and finally I found it. I can’t wait to wear it. I’m so happy that I found this site I highly recommended.
December 19, 2023
Unprompted review
The customer service was fantastic
The customer service was fantastic. One of my items was out of stock and within a day of my order I got an email. Their response time was fantastic.
December 14, 2023
Unprompted review
My rating would be 0 at this time horrible
My rating would be 0 at this time
I placed my order on Nov 25
Still says awaiting shipping Order number
KIS00122762
No response from customer service at all
November 25, 2023
Unprompted review
Reply from Kistania
Dear, thank you very much for providing the correct order number in your comment. After checking that the payment for your order was successful, we were ready to ship the goods for you on December 5. However, when applying for a courier number, the order was prompted with an incorrect delivery address. We also sent you an email through the customer service email address（service@kistania.com） as soon as possible on December 5, asking for the correct delivery information. However, we have not received any reply from you before December 12th, so the package has not been shipped smoothly. After you clearly replied to us with the correct address at 5:19am on December 12, the package has been updated with your address and successfully dispatched. The express delivery number and logistics tracking website will also be sent to you via email. Please check the latest email in time. Thanks for understanding!
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.