Purchased a dress and unfortunately there was an extremely strong smell on the item. I was disappointed, and arranged to return the item. After reaching out to the customer service team a full ref... See more
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Pretty duplicitous and misleading returns policy. They say “easy returns” on their website, but trust me they aren’t. If you are US customer do not fall for this trap. They won’t refund the “custom fe... See more
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Shipping to the US quicker than expected! I ordered 2 dresses for an upcoming fall wedding. One dress fit well through main body, but straps were unfortunately too long (Brown Burnout Maxi Corset Dres... See more
Company replied
Disappointing- the quality of the dresses doesn’t match the prices. I was also unaware that no refund option is available on sale items meaning I can’t get my money back. Inspection and postage feee i... See more
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Company details
About Rare London
Written by the company
We are Rare London.
A design-led womenswear brand that is dedicated to bringing affordable luxury garments to our customers and stockists. Rare in name, Rare by Design. Our dedicated in-house design team curates quality garments from heritage styles to statement-trend pieces. We continue to be ahead of the curve to bring our customers and stockists the latest style and standout bestsellers.
Established in 2002, our brand is known for its quality occasionwear and partywear. We are here to cater to the bold with products that stand out from the crowd, like our customers, we are always here to make a statement with feminine silhouettes and bold style. We are here to empower - making all of our customers look and feel they're most confident.
For our latest looks and inspiration follow us @officialrarelondon on Instagram #STYLETHATSRARE
Designed to be Rare, Styled to be statement!
Contact info
Unit 2, Century Buildings, Brunswick Business Park, Tower Street, L3 4BJ, Liverpool, United Kingdom
- customer.service@rarefashion.co.uk
- rarelondon.com
2.6
Poor
571 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically replies within 2 weeks
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Great clothes
Fab website, fast delivery, lovely top; which sadly didn’t fit, very simple returns process.
Would definitely buy from Rare again.
December 29, 2025
Reply from Rare London
Hi Dawn,
Thank you so much for your lovely feedback — we’re really pleased to hear you had a great experience with our website, delivery, and returns process, even though the fit wasn’t quite right this time. We truly appreciate your support and look forward to welcoming you back to Rare again soon.
Kind regards
Erin
Terrible quality and terrible customer service
I bought a dress for a wedding. It was £95 so not a cheap purchase. I went out of my way to pay attention to the washing instructions as the garment felt quite delicate. I hand washed it in cold water and the dye started running off it. Not only has the colour of the dress faded but it has also marked other parts of the dress. I notified the customer service team but only received a patronising response and no offer for a refund, exchange or credit note.
January 2, 2026
Unprompted review
Reply from Rare London
Hi Stephanie,
Thank you for your feedback, and we’re genuinely sorry for the disappointment caused. If a garment is washed in line with the care instructions and experiences dye transfer, this is something we would want to review as a potential quality issue. We have since reached out directly to you via email to request images so the matter can be reviewed by our quality team, and we hope to resolve this as soon as possible. Your feedback is important to us and helps us improve both our products and customer service.
Kind regards
Erin
I love my new dress
I love my new dress! 5 stars but only feedback is 2 weeks is too short a turnaround for a refund for an online store, please reconsider your policy
November 24, 2025
Reply from Rare London
Hi Laura,
Thank you so much for your 5-star review! We’re delighted to hear you love your new dress. We also really appreciate your feedback regarding our 2-week refund window. Customer experience is important to us, and we’ll be reviewing this policy to see how we can make returns more convenient for our online shoppers. If you ever need assistance or have further suggestions, our team is always here to help. Thanks again for choosing us!
Kind regards
Erin
THERE DRESSES ARENT CHEAP BUT THEY SURE…
THERE DRESSES ARENT CHEAP BUT THEY SURE ARE. WISH I RESEARCHED A BIT BEFORE ORDERING.
big mistake.
- sale items store credit only - that info is only available when you try to return the item.
- expensive return.
- the colour of the dress was completely off from what was advertised. (not what I expect from a 90 quid dress)
lesson learnt.!!!!!!!
November 25, 2025
Unprompted review
Reply from Rare London
Hi Anju,
Thank you for taking the time to share your experience. We’re really sorry to hear that your order didn’t meet your expectations, and we completely understand how frustrating that must have been. We appreciate your feedback regarding the sale items, returns, and colour discrepancy—it’s really important for us to know so we can improve both our product descriptions and our return process. We hope to see you again in the future.
Best regards,
Erin
The dresses are amazing quality but…
The dresses are amazing quality but sadly the maxi are designed for very tall people.
However, I had to pay £6.50 to return the item using the linked returns with Royal Mail return label generator that they use.
I also waited 9 working days for my refund from when they received the returned item to the warehouse.
October 25, 2025
Unprompted review
Reply from Rare London
Hi Angela,
Thank you for taking the time to share your feedback. We’re delighted to hear that you loved the quality of our dresses! We’re sorry that the maxi dresses didn’t fit as expected and for any inconvenience caused by the return process. Your feedback will help us improve the shopping experience for everyone. Thank you again for your review, and we hope to welcome you back soon!
Best regards,
Erin
Really disappointed ordered a short off…
Really disappointed ordered a short off the shoulder dress, what I got was a long dress with laced neck and long sleeves with buttons all the way down .
It’s taken 2 weeks to sort this out and I still have not had a response from them , no apology no nothing , still chasing refund .
I will never buy again and do not recommend.
November 5, 2025
Unprompted review
Reply from Rare London
Hi Canan,
We’re very sorry to hear about your experience and completely understand your frustration. This is not the level of service we aim to provide. Please accept our sincere apologies for the mix-up with your order and the delay in resolving it. To ensure this is sorted as quickly as possible, please contact us at customer.service@rarefashion.co.uk and we will get back to you as quickly as possible. Thank you for your patience, and again, we sincerely apologise for the inconvenience caused.
Kindest regards,
Erin
Avoid at all costs
Ordered a selection of dresses from Rare London back in the summer. Some of them were sale items and it was NOT AT ALL APPARENT that refunds would only be eligible for store credit. So that left me with over £100 worth of clothes I did not want that I had to get a store credit voucher for. Seems a very bizarre sales method to me because how does that incentivise people to buy sale items when it could be money down the drain if you dont like it. I suppose they will keep scamming people until they go into administration, which i really hope happens. Not only are their dresses wildly overpriced they also hardly ever get new stock so I cant spend the stupid voucher I had to settle for either. Oh & a £6.95 refund fee. Good luck Rare London
August 1, 2025
Unprompted review
Reply from Rare London
Hi Cath,
We’re really sorry to hear about your experience and completely understand your frustration. Our aim is to make sure every customer feels confident when shopping with us. Our sale items are eligible for store credit rather than refunds, and this information is displayed in our Returns Policy , Product pages and Return portal. We’re currently reviewing how we communicate this to make it clearer in the future. The £6.95 return fee is a single flat rate that covers both Royal Mail tracked return label and the handling of your return.
Thank you for taking the time to share your feedback it helps us improve our service.
Kind regards,
Erin
Returns are extortionate!!
I was really excited to find this company with a really cool selection of dresses that were a little different from other places I've looked.
Before ordering I checked the return policy and it said £6.95 for delivery - it's a lot but I decided to take the risk. Unfortunately when I needed to return the dress as it didn’t fit it then says a further £6.95 would be deducted for returns handling on top of the returns fee! A total of £14 to return a single dress! This is crazy and would definitely stop me from shopping here again!
October 8, 2025
Unprompted review
Reply from Rare London
Hi Rebecca,
Thank you so much for taking the time to leave a review. We're really sorry to hear that your experience with our returns process didn’t meet your expectations, especially after your initial excitement about our collection — we love that you noticed our unique styles!
We completely understand that return fees can be disappointing. Just to clarify: the £6.95 return fee is a single flat rate that covers both the Royal Mail tracked return label and the handling of your return — it's not two separate charges. We're sorry if this wasn’t clear at the time of ordering. We take all feedback seriously and truly appreciate you sharing your experience. We hope you’ll consider shopping with us again in the future
Warm regards,
Erin
Larger sizes needed
Gorgeous quality dresses but they don't go into the plus sizes. Returns process was a bit long winded.
November 27, 2024
Reply from Rare London
Hi Mari,
Thank you so much for your kind words about the quality and design of our dresses—we're really glad to hear you loved them! We truly appreciate your feedback regarding size inclusivity. We're also sorry to hear that the returns process felt a bit long. We're continuously working on making this as smooth and efficient as possible. We hope to see you back soon with an even better shopping experience !
Warm regards,
Erin
Very poor quality for the price
Very poor quality for the price. Loose threads, poor seams, overall finish off the product was to a poor standard.
If I was buying a dress for a fraction of the price I would let it slide but these dresses are on the more expensive side I expected much better.
They also only offer store credit if you return a sale item - this is actually illegal and against UK consumer rights laws.
August 14, 2025
Unprompted review
Reply from Rare London
Hi L,
Thank you for your feedback, and we're sorry to hear you're disappointed with your order. We always aim to deliver high-quality items, so we're sorry this wasn’t your experience. Please know that under UK law, if a product is faulty, you're entitled to a refund—even if it was on sale. Our store credit policy only applies to non-faulty sale items. If you believe the item was faulty, please get in touch with our team at [ customer.service@rarefashion.co.uk ], and we’ll be happy to help. Thanks again for bringing this to our attention.
Kind regards,
Erin
Reply from Rare London
Hi Faysvg,
Thank you so much for your kind words! We're thrilled to hear that you were happy with the timely delivery and loved your order. We look forward to seeing you again soon !
Kind regards
Erin
Very slow
First purchase was over 2 months ago. Item didn’t fit it was absolutely massive so I exchanged. This process took ages I returned it immediately and it took 2 weeks for the exchange to be sent. This was faulty so I returned and I have now been waiting over 28 days for the refund to reach my account (from when they confirmed receipt of the item). Customer service have been very polite but I wouldn’t purchase again due to the issues above.
June 23, 2025
Unprompted review
Reply from Rare London
Hi Michaela,
Thank you for taking the time to share your experience, and we’re very sorry to hear about the issues you faced with your order. We understand how frustrating and disappointing it must have been. Please know your feedback has been shared with our returns teams so we can speed the process. If you’re still waiting on your refund or need any further assistance, please don’t hesitate to reach out—we want to make sure this is fully resolved.
Kind regards,
Erin
Do not purchase from this store
I purchased three dresses from RARE LONDON for a ball, spending over £200, and was extremely disappointed with the quality of all three items. They were poorly made and definitely not worth the price.
I have contacted RARE LONDON’s customer service multiple times regarding a refund and have yet to receive any response. The lack of communication and disregard for customer concerns is completely unacceptable.
Given their failure to address the issue, I will be escalating this matter through my bank. I strongly advise others to avoid shopping with this company. The experience has been deeply frustrating and disappointing.
June 16, 2025
Unprompted review
Reply from Rare London
Hi Sarah,
We're really sorry to hear about your experience. We understand how frustrating it is when expectations aren’t met, especially for such an important event. Your feedback on product quality and lack of communication is being taken seriously and shared with our team. We are going to look into this urgently and get things resolved for you. Thank you again for bringing this to our attention—we're truly sorry we let you down.
Kind regards,
Erin
First time ordering massively…
First time ordering massively disappointed to learn items are non refundable I am
Now left with a gift voucher I will
Not use
April 24, 2025
Reply from Rare London
Hi Hayley,
Thank you for taking the time to share your feedback. We’re sorry to hear you were disappointed with your recent experience. We do our best to make our returns policy as clear as possible, and it is stated on our website that sale items are eligible for store credit only, not refunds. While we regret that the voucher may not be useful to you at the moment, we’d be happy to help you find something you’ll love. Please don’t hesitate to reach out to our team if there’s anything we can assist with. customer.service@rarefashion.co.uk
Best regards,
Erin
Absolute scam STAY AWAY
£60 down the drain to these scam artists. No mention on the actual product of store credit only, when returning sale items. It’s written in small writing here and there on the site when you investigate but not when you are looking on the item page, when it is in your basket or when you are making the purchase. Also £6.95 charge to return a full price item and even when returning that you have to click no to store credit about 4 times - they will try anything to keep your money. Unbelievable, will never buy from them again and make sure I warn everyone I can what a scam the page is. Thanking my lucky stars I didn’t order more.
April 11, 2025
Unprompted review
Reply from Rare London
Hi Ellie,
Thank you for your feedback ,we’re really sorry to hear about your experience. We understand your frustration and appreciate you highlighting where things fell short. While our returns policy (including sale item store credit and return fees) is detailed on our site, we’ll be reviewing how this info is presented to make it clearer for future purchases. We never want our customers to feel misled, and we’re always working to improve. If you'd like us to take a closer look at your order, please reach out to our team at [ customer.service@rarefashion.co.uk ] we’d be happy to help.
Best regards
Erin
Reply from Rare London
Hi Sheralyn,
Thank you so much for your kind words! We're thrilled to hear that you were happy with the timely delivery and loved your dress. We're so glad we could meet your expectations. We look forward to seeing you again soon !
Kind regards
Erin
The dress is stunning and arrived very…
The dress is stunning and arrived very quickly
January 27, 2025
Reply from Rare London
Hi Cecy,
Thank you so much for your kind review ! We're thrilled to hear you loved the dress and that it arrived quickly for you. We truly appreciate your feedback and hope to see you again in the future.
Kind regards,
Erin
Still no response when you said you’d…
Still no response when you said you’d reach out about my situation. Is this a joke? You stole my money, no refund, and promises to reach out and fix with absolutely no outreach, instead you try to fix face on trust pilot by saying you’ll reach out to resolve. Filed fraud against my charge, because it is fraud and theft.
January 23, 2025
Unprompted review
Reply from Rare London
Hi Rosemarie,
We’re truly sorry to hear about your experience and fully understand your frustration. We want to make things right, and we’re sorry that our attempts to resolve the situation were not communicated effectively. Your feedback is important, and we’ll ensure that this issue is handled appropriately. Thank you for your patience, and we hope to have the opportunity to make this right.
Best regards,
Erin
DO NOT PURCHASE FROM THIS COMPANY
I am trying to return an online item within the 14 days, the only option on the returns portal was store credit, I emailed them to say I wanted a refund not store credit and they refused. This is illegal, you automatically get a 14-day 'cooling-off period' when you buy something you haven't seen in person.
February 4, 2025
Unprompted review
Reply from Rare London
Hi Laura,
Thank you for sharing your feedback. We sincerely apologize for the frustration you’ve experienced. Please be assured that we take all feedback seriously, and we are committed to resolving this issue. As stated on our product pages and returns information page, SALE items are only eligible for a refund in the form of store credit. We apologize for any confusion this may have caused.
Kind regards,
Erin
Reply from Rare London
Hi Julia,
Thank you for sharing your feedback. We are truly sorry to hear that you were not satisfied with the quality of the item you purchased. We understand how frustrating it can be to receive a product that does not meet your expectations. We apologise for any inconvenience this may have caused.
Kind regards,
Erin
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