I cannot fault the service I received. Easy ordering and quick delivery, the beautiful skirt I purchased is of the most fantastic quality and fits like a dream. Would buy again 👏🏼
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See what reviewers are saying
I had to find that my returns were NOT refunded over a month after returning them. I contacted the company only to get a brief apology. Be careful with your returns check they have refunded you. Other... See more
8theryrs cardigan ordered17th march Returned same day - too small! No relatives - housebound- dependent on line for food/ clothing/sundries Thankfully compus mentus!! No refund so far -- s... See more
Company replied
I can't get enough of Kitri - the prints, cuts and fabrics excite me every season. I have bought many things over the years and have never experienced any of the issues raised in other reviews. It... See more
Company replied
Company details
Written by the company
Hi there! We’re KITRI, an independent fashion brand by a small team of creatives in London. Founded in 2017 by Haeni Kim, KITRI was borne from the frustration of not being able to find hard-working, well-made hero pieces that didn’t break the bank. A digitally focused direct-to-consumer brand, we produce all our styles in strictly limited quantities offering a fresh fashion collection every month without overproducing and contributing to waste. Plus, our limited quantities ensure you won’t bump into the same outfit on the street. Win, win!
Contact info
Unit 34A Regent Studios, 8 Andrews Road, E8 4QN, London, United Kingdom
- help@kitristudio.com
- kitristudio.com
3.0
Average
99 reviews
Replied to 60% of negative reviews
Typically replies within 2 weeks
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Randomly took £200+ out of my bank account for returned items
Bought a few sale items with their try at home option where you don’t pay upfront but then have five days to return the items you don’t want. I kept one piece and sent back the rest after just one day. I tracked the parcel and saw it arrived safely three days later. An email confirmed it was all good and I was charged for the one item. Two weeks on I’ve just been charged £230 for the rest of the items which are back in their warehouse which I have proof of. It put me in my overdraft as it was an unexpected expense and I almost had to pay my bank a fee. It feels extremely dodgy and concerning. I love the clothes here but I don’t think I could trust them again. I’ve emailed but no response as of yet so they are essentially stealing my money. This is an issue that needs to be resolved immediately. Very sad about the whole thing.
July 11, 2024
Unprompted review
Reply from KITRI Studio
Dear Ellie,
Thank you for taking the time to share your experience. We’re truly sorry for the distress and inconvenience this has caused, especially given the impact on your bank account.
Your return was unfortunately delivered to the wrong warehouse, which caused a delay in it being correctly registered in our system. As a result, the remaining items were mistakenly charged to your account. We completely understand how alarming and frustrating this must have felt, and we’re very sorry for the lack of communication over the weekend while this was happening.
We’ve now processed your refund and are reviewing the situation internally to prevent this from happening again. Your trust is incredibly important to us, and we deeply regret that this experience has made you question it.
Thank you again for your patience while we’ve worked to resolve this. We hope to have the opportunity to restore your confidence in the future.
Warm wishes,
The KITRI Team
Excellent customer service
Excellent customer service! Incredibly helpful and flexible with returns. Hugely appreciate the understanding from them.
June 21, 2024
Unprompted review
Reply from KITRI Studio
Thank you so much for your kind words. We're so pleased to hear that you had a great experience with our Customer Care team and that you felt supported with your return.
We really appreciate you taking the time to share your feedback and hope to welcome you back again soon.
Warm wishes,
The KITRI Team
Had a fantastic experience with Kitri
Had a fantastic experience with Kitri. The items I have ordered are lovely and great quality and I'm really happy with them and the delivery etc. have ordered multiple times and been very happy with everything.
I did have a small issue with returning something however the team were so quick to respond and sorted out my issue the same day. Communication was quick and clear and it was nice to have good customer service!
Really great customer service and I will definitely continue to buy from them!
July 4, 2024
Unprompted review
Reply from KITRI Studio
Dear Kimberley
Thank you so much for your lovely review. We're thrilled to hear you've been happy with your KITRI pieces and that your experience with delivery and ordering has been so smooth.
We're especially pleased that our team was able to resolve your return issue quickly and clearly - it's so important to us that our customers feel supported every step of the way.
We truly appreciate your continued support and can't wait to welcome you back again soon.
Warm wishes,
The KITRI Team
I feel so sad about Kitri
I feel so sad about Kitri. I love their clothes so much but their morals as a small business have made me turn away from them for good. The first red flag was when they inflated the original price of their viral Lorna sweaters on Black Friday to £125 from £95 so that when they offered “30% off” you were actually just receiving less than 8% off.
The second thing is that when I returned a faulty pair of trousers, I still had to pay the return fee and for the return label. Also the return portal is so buggy, when it finally went through, it told me the return had been processed but didn’t generate a label. So I had to email Kitri and then wait a tiresome four days for a response.
Lastly, to echo other reviews here, their return times are way too long. Firstly, they wait a few days to email after they’ve received the return parcel and then it’s a 14 day wait from the day of the email for them to “process” the return. Then once that 14 days is up, it’s another 10 days to process the refund. Essentially they keep hold of your money for as long as they can.
They don’t seem to care about the customer experience and for a small business that’s an odd and commercially dangerous thing to do.
July 4, 2024
Unprompted review
Reply from KITRI Studio
Dear Coco,
Thank you for taking the time to share your experience. We’re really sorry to hear that you’ve felt let down and completely understand how disheartening that must be, especially as someone who has loved KITRI in the past.
We’d like to clarify that the Lorna jumper released during Black Friday was a new version with a different fabrication and updated price point. We would never intentionally mislead our customers with pricing and are sorry that this caused confusion.
We’re also sorry for the issues you faced when returning a faulty item and for the delays in communication. That’s not the experience we want for any of our customers. Our returns portal should be a straightforward process, and we’re reviewing your feedback to understand what went wrong and how we can make it better.
As for our returns timeline, we do state up to 14 working days to process a return once received, but we understand that this can feel long - especially when paired with any communication delays. We’re actively working on improvements to both speed and transparency.
We're very sorry to hear this experience has led you to turn away from us, and we truly appreciate you taking the time to raise these concerns. Your feedback has been shared with our wider team and will be taken seriously.
Warm wishes,
The KITRI Team
Excellent customer service
The customer service with Cathe has been wonderful, there was a mailing issue with my order, Kitri was at no fault, however they have been quick to support and find solutions. I am really grateful for their quick support and action.
June 27, 2024
Unprompted review
Reply from KITRI Studio
Dear Sophia,
Thank you so much for your kind words. We're so pleased to hear that Cathe was able to support you quickly and help resolve the mailing issue, even though it was out of our hands.
It means a lot to us that you felt well looked after, and we truly appreciate you taking the time to share your experience.
Warm wishes,
The KITRI Team
I ordered two items from Kitri which I…
I ordered two items from Kitri which I then returned. When I got in touch with Kitri a week after the parcel should have been returned to them (having not heard anything) Cathe was very quick to respond and chased up my refund, which arrived three days later. I think Kitri's returns system can be slower than usual, but at the same time they are really friendly and efficient when you contact them, which counts for a lot.
June 25, 2024
Unprompted review
Reply from KITRI Studio
Thank you for your thoughtful review. We're really glad to hear Cathe was able to assist you promptly and help get your refund sorted quickly.
We completely understand that waiting for updates on a return can be frustrating, and we appreciate your patience. While we’re working on improving the speed of our returns process, we're so pleased that our team made you feel supported along the way.
Thank you again for your feedback and for giving us the chance to make things right.
Warm wishes,
The KITRI Team
Refunds take too long
I had to return 2 items to KITRI. My return was acknowledged on 20/05 with a promise of a refund in 10 days. After persistently emailing and receiving what I felt were fob off responses I received a refund on 20/06. This should not have taken so long, no questions in my emails were addressed and I don’t believe this return was processed until I started to make a fuss about it.
June 20, 2024
Unprompted review
Reply from KITRI Studio
Dear Catriona,
Thank you for your review. We're really sorry that your return took longer than it should have and that our communication along the way left you feeling dismissed.
Your refund should have been processed well before 20 June, and we completely understand your frustration at having to follow up multiple times to get it resolved. We also apologise that your questions weren’t properly addressed - that’s not the experience we want any of our customers to have.
Your feedback has been shared with our team as part of a wider review to improve how we handle returns and customer queries. We're truly sorry for the inconvenience and hope we’ll have the opportunity to provide you with a much better experience in the future.
Warm wishes,
The KITRI Team
Had an issue with the fabric of a dress…
Had an issue with the fabric of a dress and Cathe at Kitri went above and beyond to make the situation right and offer a suitable alternative. Love all their clothes and have and will continue to reorder.
June 17, 2024
Unprompted review
Reply from KITRI Studio
Dear Catherine,
Thank you so much for your kind review. We're really sorry to hear there was an issue with the fabric, but so pleased that Cathe was able to support you and find a suitable solution.
It means the world to us that you love our pieces and continue to shop with us. We truly appreciate your loyalty and look forward to welcoming you back again soon.
Warm wishes,
The KITRI Team
24 working days for a refund
Be careful buying anything that you may return online. My return was received and I had an email saying they took 14 working days to process the refund. After the 14 days I received another email saying the return had now been processed but the refund would take a further 10 working days!
June 1, 2024
Unprompted review
Reply from KITRI Studio
Dear Nadia,
Thank you for your feedback. My apologies it is up to 10 days depending on your bank however, it usually arrives within 3 days. Please contact us at help@kitristudio.com if the funds have not reached your account by Monday.
Customer service was amazing
Customer service was amazing - I had an issue with my return being processed and the team responded promptly to resolve the issue. Would highly recommend and will be purchasing again!
May 31, 2024
Unprompted review
Reply from KITRI Studio
Dear Nicola,
Thank you so much for your lovely review. We're so pleased to hear that our team were able to resolve your return issue quickly and that you felt well supported throughout.
We really appreciate your recommendation and look forward to welcoming you back again soon.
Warm wishes,
The KITRI Team
Lovely dresses
Lovely dresses, liked the try before you by experience - very easy to do the returns and the support email was quick to respond when I had a question!
Would order from here again for sure.
May 20, 2024
Unprompted review
Reply from KITRI Studio
Dear Jen,
Thank you so much for your kind words. We're so glad to hear you enjoyed your Try Before You Buy experience and found the returns process easy and the team responsive.
It means a lot to know you'd order from us again, and we can’t wait to welcome you back soon.
Warm wishes,
The KITRI Team
Excellent customer service
I sent 2 packages of Kitri returns and within 3 working days I received acknowledgment of receipt of the first, then 3 working days later I received my chosen store credit digital gift card for the first package. I waited the 14 working days to see if I would receive an acknowledgment of receipt or the store credit gift card for the second. When I heard nothing I emailed asking about this and within 3 hours Cathe sent me an email apologising and the missing gift card. Cathe was very friendly, helpful and very speedy sending the digital gift card.
I love Kitri clothes, especially the beautiful crochet ones and especially in the sales. Their clothes are beautifully made in lovely materials and always sent quickly. Thank you for your individual designs and wonderful customer service.
May 13, 2024
Unprompted review
Reply from KITRI Studio
Dear Nancy,
Thank you so much for your lovely review. We're so pleased to hear how much you love our pieces, especially the crochet styles, and that you've had such a positive experience with both our designs and service.
We're glad Cathe was able to resolve the gift card issue quickly and that you felt well supported. Your kind words mean a lot to us and we truly appreciate your continued support.
We can't wait to welcome you back again soon.
Warm wishes,
The KITRI Team
Great communication when I had some…
Great communication when I had some issues with returns and appreciate the very personal touch! Can't wait to wear my outfit, it is so striking and unusual.
May 1, 2024
Unprompted review
Reply from KITRI Studio
Thank you so much for your kind words. We're so pleased to hear that you felt supported with your return and appreciated the personal touch.
It’s wonderful to know you're excited to wear your new outfit. We hope it makes you feel as striking as it looks.
Warm wishes,
The KITRI Team
Great customer service
Lovely brand with a gorgeous range of products and importantly, fantastic customer service. Got back to my inquiry well within the timeline with a clear solution.
April 29, 2024
Unprompted review
Reply from KITRI Studio
Dear Olivia,
Thank you so much for your lovely review. We're so glad to hear you’re enjoying our range and that our Customer Care team were able to respond quickly with a clear solution.
We really appreciate you taking the time to share your experience and hope to see you again soon.
Warm wishes,
The KITRI Team
Excellent customer service
Excellent customer service - very quick to respond to queries and to deal with issues raised.
April 22, 2024
Unprompted review
Reply from KITRI Studio
Thank you so much for your kind words. We're so pleased to hear that you had a great experience with our Customer Care team and that everything was resolved quickly.
We really appreciate your feedback and hope to welcome you back again soon.
Warm wishes,
The KITRI Team
Such a quality brand
Unreal selection of print, always have items that feel so unique and special! Quality is next to none, I love kitri for all occasions and have had so many compliments on previous items bought with them! Can’t wait to purchase more! Thanks team Kitri!
April 1, 2024
Unprompted review
Reply from KITRI Studio
Dear Lucia,
Thank you so much for your amazing review. We're absolutely thrilled to hear how much you're loving our prints and pieces, and it means the world to know KITRI is your go-to for all occasions.
We're so glad to hear you've received lots of compliments and we can't wait to welcome you back for more.
Thank you again for your support.
Warm wishes,
The KITRI Team
Tried two dresses which were lovely but…
Tried two dresses which were lovely but not quite right for me. Very easy to return and receive a refund. I have bought several jumpers from Kitri in the past and a couple of shirts and even though they are now quite old they have worn well and still attract compliments - in short Kitri makes clothes that last and stand out.
April 11, 2024
Unprompted review
Reply from KITRI Studio
Dear Helen,
Thank you so much for your thoughtful review. We're really glad to hear the return process was easy and that you've had such a great experience with your past KITRI pieces.
It means so much to know that your jumpers and shirts have stood the test of time and are still earning compliments. That's exactly what we hope for with every piece.
We truly appreciate your continued support and hope to welcome you back again soon.
Warm wishes,
The KITRI Team
Really great customer service from…
Really great customer service from Cathe. I had a tiny problem which she responded to immediately and sorted in an efficient and friendly way.
April 8, 2024
Unprompted review
Reply from KITRI Studio
Dear Claire,
Thank you so much for your lovely review. We're so pleased to hear that Cathe was able to help quickly and that you felt well looked after.
We really appreciate you taking the time to share your experience and hope to see you again soon.
Warm wishes,
The KITRI Team
I always go to Kitri for an occasion…
I always go to Kitri for an occasion dress. The styles are so unique and the quality is far greater than any high street store. Out of all the dresses I own, I always get the most compliments when it’s a Kitri one. Can’t wait for my next purchase!
April 6, 2024
Unprompted review
Reply from KITRI Studio
Dear Hannah,
Thank you so much for your kind words. We're so honoured to be your go-to for occasion dresses and thrilled to hear how much you love the styles and quality.
It’s especially lovely to know that your KITRI pieces are the ones that draw the most compliments. We can't wait to help you find your next favourite.
Warm wishes,
The KITRI Team
Beautiful dresses!
I have purchass several dresses from Kitri, all of which i’m so happy with! Lovely quality, good value and different to anything else on the hight street. Prompt delivery too. Would highly recommend!
April 6, 2024
Unprompted review
Reply from KITRI Studio
Dear Hannah,
Thank you so much for your lovely review. We're so happy to hear that you've been pleased with your KITRI dresses and that the quality, value and unique styles have stood out to you.
It's also great to know your deliveries have been prompt. We really appreciate your recommendation and look forward to welcoming you back again soon.
Warm wishes,
The KITRI Team
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