Runaway The Label Reviews 3,409

I have had a few orders from runaway the label now and I’ve never been let down! Also the girls (Mia especially!) are life savers ensuring me and my friend got our outfits on time after a last min panic order! Sizing and styles always perfect!

Such a disappointing experience with this brand I will never shop here again.

I ordered a dress which was delivered on Friday. After trying it on once, I found that it was too large and unsuitable, so I returned the item via the post the following day (Saturday). I received an email yesterday advising my return has been rejected due to alleged marks on the garment, which I did not cause.

The photos provided appear to show what looks like dust rather than stains caused by fake tan or makeup. Despite this, I was accused in email correspondence of causing these marks. When I raised concern about this accusation, Lucy who I was emailing with then retracted the statement and claimed no accusation had been made. This inconsistency is concerning and unprofessional.

I also find it unreasonable that customers are expected to thoroughly inspect garments for faults prior to return, while at the same time being told that all items are inspected before dispatch. These statements contradict one another and shift responsibility unfairly onto the customer.

I have requested a phone number to discuss this matter with someone directly, as email responses have not addressed my questions clearly. To date, I have not received this contact information.

I returned this item in the same condition it was received. Clearly this website uses AI responses when responding to emails and comments on below reviews.

I have warned all my family, friends and co-workers to never shop here after my experience, all have agreed they do not want to experience what I have.

I have shopped online for over 10 years and never experienced such poor service.

Runaway the label don't even bother providing me an AI response I am taking this to the ACCC.

I am very disappointed with my experiences shopping with this brand.

My last purchase was a dress that was completely destroyed and unwearable after one wash (despite having it on gentle in a garment bag). Given the price point, I expected far better quality. I was not awarded a refund, just a store-credit.

The second item that I purchased didn't fit. The garment was tried on briefly for sizing only and returned promptly. The return was rejected due to what the company claimed were stains, which appeared consistent with light skincare. Despite multiple polite emails over a period of several weeks requesting a review, the decision was not reconsidered.

What was most frustrating was the lack of flexibility and communication by Mia and Lucy. Followed by a pressure advising the item would be disposed of in 3 days if I did not pay for return shipping, even while the matter was still being discussed.

Between the poor quality of the first item and the rigid, unsympathetic handling of the return on the second, this experience has completely eroded my confidence in the brand.

I can’t thank Mia & the team enough for their incredible customer service. I reached out last minute explaining that I needed the dress for my gender reveal, and they went above and beyond to have it shipped out straight away so it arrives in time. Communication was lovely and the service was so genuine. Truly appreciate the extra effort — you’ve made such a special moment even more special. Thank you so much!

When I was worried my parcel wouldn’t arrive in time I reached out to the team. A lovely customer service provider -MIA helped me and provided an excellent level of care. Such a great experience and can’t wait for my order to arrive

Caitlyn Marlette
AU
•
1 review
4 hours ago
Rated 1 out of 5 stars
This is the worst company will never recommend or use again
This is the worst company will never buy from them again I had to return an item for smaller size and the smaller size was in stock while I communicated with them about the return .I put the right size i wanted in my cart as they had it in stock and they recieved the returned item the following day after I posted it by express post .I awaited return confirmation which took a week and due to their delayed processing when I finally get approval today to only use a store credit the item I wanted is now out of stock but had been avail that’s why I put in my cart. They refuse to exchange or refund they do not look after the customer who has spent their hard earned cash and I only wanted that item.Their customer service stinks .Disgusted .

Item was not correct sizing. Super small fit. Would not do return for a different size. Instead had to return, wait for credit and then reorder all over again. Rude staff responses. Won’t bother shopping here again. Plenty of online retailers who offer amazing after purchase service with returns and exchange. Why bother dealing with a place like this.

This is the worst company will never buy from them again I had to return an item for smaller size and the smaller size was in stock while I communicated with them about the return .I put the right size i wanted in my cart as they had it in stock and they recieved the returned item the following day after I posted it by express post .I awaited return confirmation which took a week and due to their delayed processing when I finally get approval today to only use a store credit the item I wanted is now out of stock but had been avail that’s why I put in my cart. They refuse to exchange or refund they do not look after the customer who has spent their hard earned cash and I only wanted that item.Their customer service stinks .Disgusted .

So much about this company is hideous.
The sub par quality, rip off pricing, incompetent customer service and policies that breach Consumer Law.

My outfit had a MAJOR quality issue in that the zipper of my trousers broke within an hour of wearing while at an event. It was humiliating. I had to eventually be pinned into them 6 inches up my leg!

I was offered a replacement/store credit which I do not want. As I am entitled to a refund due to it being a MAJOR quality issue I have chased repeatedly for it. All my emails have been ignored.

At least SHEIN is priced in line with its quality, doesn't charge delivery fees and fairly processes refunds for damaged, faulty AND change of mind goods.

I do not know a single person who rates Runaway. It seems word has spread its bottom of the barrel garbage.

Update: The below response from Runaway is wholly inaccurate.

Poor quality, small sizing
No refund!!!!!!!!

The dress is beautiful, although after one wash the wire was popping out. I wore it to dinner for maybe an hour? Was very unfortunate for this to happen.

Purchased a few items and the quality was nice, however the dresses were so short, they’d ride up and you could see my butt so I had to return both.

Only a credit was offered which was annoying because I didn’t really like anything else on the website. I purchased a dress with the credit but the material is super scratchy and feels awful, I won’t wear it but also won’t bother returning it again (at my cost) because I don’t like anything else they sell.

I won’t purchase again due to not having the option for a cash refund.

I ordered a dress 7 days before my event to ensure it would arrive on time. I received no updates at all from the store, nothing, until I emailed them on day 5, as the order was still showing “preparing for shipping.” Imagine receiving your dress HOURS before your event without any communication? The stress was overwhelming, and I even had to buy another dress, completely unnecessary if I had just received updates or knew it was on the way.

When the dress finally arrived, it was extremely uncomfortable, cheap quality yes. I wore it for only one hour, and mind you, I’m very careful with my clothes, so it’s otherwise as good as new, with the tags and packaging still intact. I returned it, paying $9.95 for return shipping, and after 13 business days, I was told it “did not meet their standards” and that I must pay $9something again to get it back. Unbelievable.

Considering this is an online-only store, customers have no way to try items on beforehand, so a full refund should absolutely be standard. Out of consideration, I was even willing to accept store credit. And special applause to their customer service team, especially Lucy, who was unhelpful and rude.

This situation is completely unacceptable and unfair for consumers. I will now be reporting this matter to NSW Fair Trading and the ACCC for further action.

To anyone thinking about ordering from this store: PLEASE DON'T AND SAVE YOURSELF THE STRESS AND AVOID IT.

Worst clothing site ever!!! First of all they offer no returns. I have been in a vicious return cycle for over a year because every single piece of clothing is awful and cheap. Over priced SHEIN! There photos lie. Bought a dress and on the model it had lining. 5th return and still hate it! Don’t buy this garbage it’s a scam

I had a return due to a sizing issue and they were so easy to work with. I got a full refund and I had questions and they would answer my emails within 2 minutes and were so kind!

I had a small fault in my dress recently and the customer service team replied the same day and helped me out with a discount code to help me get a dress in time for my event! I shop at RUNWAY for everything big or small events and I’ll never go back to another site! Big shout out to MIA from the coms team that helped me stay calm with my issue!

Runaway the Label is an amazing online clothing store. The quality is fantastic, and the customer service is outstanding—something that’s very hard to find when shopping online. I recently purchased a beautiful dress, but unfortunately the size wasn’t quite right and I had to return it. Mia from customer service was incredibly prompt, friendly, and happy to help throughout the process. I couldn’t have asked for a better experience. Highly recommend!

***Updated 05/02/2026
1-2 weeks between replies which drags out this entire ordeal. I just want it to be over, I've re-submitted my return request 4 weeks ago and nothing but silence! Claiming my "emails aren't being received".......

The quality is cheap and nasty. If this is your first time looking at the brand stay away. They try to deny returns and only offer store credits. Purchase from other online stores that make shopping online easy. This brand isn’t worth it. Check out the reviews in the last few months. They speak for themselves!!

***Updated 19/01/2026
3 emails to customer service over 2 weeks and not a single reply. In the below response, it claims to “strive to do better” however ignores customer emails. The below reply also states to follow online prompts for a return, I did that 8 days ago and no response on what to do next. I’ve managed to gather a few influencers with similar experiences, hopefully we can spread the word and stop others from going through the same muck around so many customers have been through. Shame on this un ethical brand.

Dress is pretty good quality and true to size, do not size down. I picked xs like the model because our measurements where the same and it is a literal perfect fit but zero wiggle room and my dress has no zips.