AQUAZZURA Reviews 61

This has turned into an ongoing nightmare - still unresolved with no way to return the item or receive a refund.

I ordered a pair of shoes that unfortunately didn’t fit, so I tried to follow their return process exactly as instructed. Their website clearly states that you should either use the return shipping label included in the box or print the one sent via email after the withdrawal confirmation. Sounds simple, right? Except there was NO label in the box and I NEVER received any email with a return label.

From that point on, it turned into a complete nightmare. I tried contacting them multiple times through their online chat - no response whatsoever. I then sent an email clearly explaining the situation and asking for a return shipping label. Again, nothing. No reply, no acknowledgment, just silence.

Meanwhile, they conveniently have a strict 14-day return window, and at this point I am fully convinced this is intentionally designed so customers miss the deadline and are stuck with items they cannot return. It feels deceptive and completely unacceptable.

This has been one of the worst online shopping experiences I’ve had in years. For a brand that positions itself as “premium,” the customer service is shockingly poor - practically nonexistent. Premium prices, but absolutely terrible support.

Avoid at all costs.

The delivery of the product was fine/quick, even though the product lovely, it wasn't right for me. But the returns was quite painful. First there's no pre-printed returns label, then they send you an acknowledgment of your return request and tell you to use the emailed label. There wasn't one. It only turned up a day later (do bear in mind that their returns window is only 14 days). Their email says their courier is UPS but the label that eventually arrived was Fedex! Took it to three different drop-off shops and none of them could get the QR code or barcode to register. Phoned Aquazzura customer services, who were helpful and available at all hours of the day/all days of the week. Told them the problem and asked if I could return it to the relevant store address on New Bond Street myself as I was in the area. But I was met by a perplexed silence. I was then told someone would get back to me within three days, although they responded faster than that. To be fair, once I managed to get the item collected, the refund came through very quickly. So overall, a bit of a mixed experience but it would only take a few tweaks to turn it into a very positive one

My wife and daughter went into the Bond Street store today to buy shoes for a wedding. Found some shoes they liked and wanted to try on. Asked the sales assistant and was greeted with they’re £690 you know! This is an absolute disgrace! We’re in 2026 and this type of snooty prejudiced behaviour still goes on today! My wife replied I know! And then promptly left, went into Jimmy Choo next door and the service and warmth from their sales assistants was wonderful, they had a great experience. They purchased their shoes from them instead.

Aquazzura you need to fix up! That sales assistant shouldn’t be working in your store. Come on it’s 2026!
The irony is that without people like my wife and daughter purchasing your products she wouldn’t have a job. It’s not their first pair of Aquazzura shoes, but it will certainly be their last. They’re done with the brand.

I would give them a 0 if I could. They claim to send a return label one business day after the return has been initiated on their website. It has now been 5 for me and nothing. I have sent numerous emails to which I get no response and called customer service who says they can only send an email on my behalf. Then they have a 14 day return window- seems like they are just trying to pass that. Now I am reading all these negative similar experiences. Horrible for a brand named company.

HORRIBLE EXPERIENCE! It's almost like a scam. I tried to purchase a pair of shoes worth 795 Euro on their official website multiple times. Everytime, they would reject my payment. Then, I tried with my Revolut card. The payment was unsuccessful on the website, but they took the money from my card!! Payment of 795 Eur went out of my card. No confirmation email, nothing received. I called their customer service 5 times and they still have not yet fixed my issue, they could only say "contact your bank". They have not replied to my email. This is crazy, this company should not be in business!!!!

This brand should NOT be in business! I can’t even explain how terrible the experience has been. After trying multiple times to purchase from their website and getting an error, i should have known not to buy anything from them. But they were quick to respond to my email asking for help on purchasing anything item. They promptly sent me a pay link and i was so excited to purchase. They then assured me that my payment was received and that i should look out for a confirmation email. It’s been a week and i have yet to see ANY correspondence regarding my order! Mind you, i have now emailed MULTIPLE times asking to any update and i get NO RESPONSE! Truly horrible customer service but such an expensive brand. This is unacceptable. BE WARNED. Do not purchase from them as i never will again

Still no refund, after 25 days.
Update -

I have had enough, contacted Klarna for a refund as I used them to pay for this item.

This should be class as fraudulent behaviour from Aquazzura, as a lot of people reported the same issue ie
Monika Býmová.

Everything single time I call the customer service department, the say the same thing.

I will email the relevant department to get an update and email you with an update.

Item never arrived, courier returned the shoes back to you warehouse on the 24th October 2025.

Today is 13 November 2025, 20 days have passed.

Everytime I contact them they are saying they are processing my refund.

The last time I contacted them on the 10th November and they said they are having issues with there systems thats why its taking so long, all excuse.

Still have not recieved my refund.

I have read other people reviews on here and they have also mentioned you haven't refunded them thats before even when I ordered.

These are real italian amateurs! We have order boots from them and they have charged our credit card. A week later they still have not send the boots. After several attepts to get information from them, we finally got answer that they do not have them in stock. They finally returned our money and the bank charged us 10 eur return fee. So to sum it up, shit company, with no real software to follow up stock and their overall quality is not on par with their price, customer service is shit too, so please do not go through the pain to order from them directly

Worst ever experience, from this so call Luxury Brand company.

Placed an order on 14/10/2025.
They dispatched the order 15/10/2025 with missing or incomplete paper so its stuck in Italy at customs.

Contacted customer service, which keep on giving the same excuse. We have message the logistics teams and waiting for them to get back to us.

It does not take 5 days to sort out this issue.

I'm regretting ordering from them as I've never had any issues like this while ordering Luxury brands from Italy in the past 20 years.

I want to speak with a Manager but its impossible as the customer service team work from home.

I ordered a pair of shoes a month and a half ago and they were never delivered. Customer service has done nothing but make excuses and repeatedly lie, with no proactive approach, no concrete information, and no willingness to resolve the issue. A refund is nowhere in sight and they are unjustly holding my money. I am now escalating the matter with my bank as fraud. Be careful.

Extremely unfriendly service, no option to request a refund or cancellation. I have been trying to return the package for two weeks with no response at all

Worst company and even worse customer service. Waited months for my bridal shoes & they sent the wrong size. By the time they’re refunded them, they were out of stock. They give you 0 information on restock & I ended up ordering another style that I didn’t want because I got desperate and the day after, the ones I wanted were in stock. They don’t offer exchanges so I have to wait for them to come in, return them and by the time they’re refunded send the refund, their shoes will probably be out of stock. Worst ever company.

The worst shopping experience!
Please don’t buy any shoes there. They still didn’t refund me 500€. I got shoes which was already damaged. They forgot to send one pair of shoes but charged them. And my return that is already more than a month just didn’t want to refund.

Still no refund - 21 days since received return.
Customer service are basically liars. For a high end company there is zero customer help.
This situation is causing me so much stress its £760.00 that i should have vsck in my account

Horrible experience when it comes to retoure. I've send my order back and haven´t heard from aquazzura for 4 weeks. Out of nowhere I get contacted from Klarna that i haven´t payed my bill. I was surprised because for me everything was finished. Aquazzura is not able to find my package from UPS. I have a receipt from the UPS Store that i have already send my package back. Now i am waiting 3 weeks and still nothing happens. I get false promises and get told to be patient. This was my first and last time ordering from aquazzura. I am so mad that i have to deal with all this. Aquazzura is not able to get in contact with Klarna and inform them that this whole situation wasn´t my fault... Disgusting behavior from a luxury brand shop.

the absolute worst customer service of any brand i've encountered! It's been 5 days since my order and received no update, not even a confirmation email.
This is why I will always choose other brands over this one going forward.

Absolutely clowns and braindead robots (hard to tell if this is actual robots or human robots!) staffing customer service. A stupid and pathetic company that in 2025 only gives the option of 'Mr' or 'Mrs' to register when buying anything online. Zero attempts to address this. Avoid like the plague, they are entirely uninterested in their customers. No idea how they stay in business.

Filed for a return extension ahead of time as it was a bday gift weeks later, was approved, filed my return before the return date, but they refused it stating it had to be fully returned before said date.

Edit: since I can't respond to their response I'll say that this is total BS, I had already reached out to their customer service about this and they told me very rudely and aggressively that they weren't going to help me and I didn't respect their policy, so no I don't think you care about my review and I don't think you strive to do better.

AVOID BUYING AQUAZZURA SHOES! They make look great but when there is a fault, they will not be interested in helping. Zero customer services. You will just get fobbed off. I purchased my shoes from Matches Fashion who sadly no longer trade, but when the item is faulty, Aquazzura just say I need to talk to them. Whether sold directly or via a retailer they should care to sort faults. No wonder they get such a poor rating.

I brought the gold metal twist sandals to wear to a wedding and stored them in the dust bag separately from my other shoes. When I next took them out I noticed some of the chainmail was broken. Not what you expect for something so expensive and naturally went back to the retailer.
According to Aquazzura, the shoes aren't faulty, the damage was caused by abrasion so I must repair them myself!!

What on earth was I doing to cause abrasion and why would I? It's not what I expected from a luxury brand, I wish I'd read the reviews before