I ordered a few pieces online and everything arrived in perfect condition. One piece was a bigger size than I needed, but the return process was super quick and easy. I chose to pick up my order from... See more
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
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Great products, my new go too place to shop without question. However, delivery across a weekend is a bit wanting for the charge of delivery. Ordered friday morning but arrived monday, no deliveries... See more
Easy and transparent website. Goods were dispatched when they were supposed to be and packaged really well to avoid potential loss or damage to the items. Great variety of high quality products in a... See more
Company replied
What I love about shopping at FETCH is you can order online for a pickup in store and collect it a few weeks later. I was recently on holiday and found a few items I wanted to buy. I placed the... See more
Company replied
Company details
Written by the company
FETCH is the UK and Europe's Leading Gay Lifestyle Superstore. Born in November 2017. The idea was simple, to bring everything fashion, fetish, fun under one roof. We wanted to create a store that had something for everyone, that was inclusive and put the customer first. At a time when many retailers were closing their doors, we saw the opportunity to create a brand experience unlike any other. Putting it simply, we made FETCH Happen.
Contact info
Arch 6 Voltaire Road, Clapham, Sw4 6DH, London, United Kingdom
- 020 4539 8992
- Info@fetchshop.co.uk
- www.fetchshop.co.uk
4.8
Excellent
2K 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 48 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Ordered some shorts online
Ordered some shorts online. Loads of choice on website - great designs and wide variety. Had to call up to request different size and the staff were very helpful. Parcel arrived the next day. Very pleased with the service overall and I'd shop there again.
April 9, 2026
Unprompted review
Reply from Fetch
Hi Gareth
Thank you for your great 5⭐️review on your experience of shopping with us.
The team are always here to help and advise in anyway they can and to hear you would shop here again makes the team very proud.
Cheers Gareth 😃
Top Shop & Great Staff
Absolutely love this shop,🤩 they make everything so easy, answer any queries online and in store, the quality of the merchandise is always absolutely amazing and have never had an issue, placed an order online for in store collection and was ready in a really good time. When I went in store (being honest here when I say sometimes can feel a bit embarrassed) the shop assistant was really polite and made me feel at ease, was very professional. All items true to size as shown on website, have already placed another order.
April 15, 2026
Reply from Fetch
Hey Chris
What an amazing detailed review on your experience of shopping with us.
The team are so pleased that you felt at ease while in store we are always here to help and advise in any way we can.
Thank you Chris and look forward to seeing you in store again soon 😍
Friendly staff and management.
April 9, 2026
Reply from Fetch
Hi Franck
Loving your 5⭐️ review …… Thank you :-))
Poor customer service
Poor customer service
It appears I cannot reply to your response so I am editing my initial review.
The integrity of Fetch's management is questionable. I spoke to an employee on Friday, April 10th at 1:14pm and 1:26pm. On the call, I inquired as to the delivery date of Monday reflected on the tracking information because I was traveling. The employee not only once, but twice told me that the package will be delivered Saturday.
What your response to this review intentionally did was to omit salient information to mask guilt and hide from accountability.
But for your employee's incorrect statement of a Saturday delivery, this matter would have been avoided as I would have made arrangements to pick up the package from the Fetch store.
It is quite disappointing how the matter was handled as I advised you on Saturday that I was willing to come to the store and cancel the courier delivery in front of you as evidence that the initially ordered package would have been returned so that I could get another one - seeing that this ordeal is due to an error by your employee and I had to catch a flight.
The matter was handled as though I was in the wrong or simply ignoring that you guys dropped the ball in giving incorrect information.
You claim that you spoke to the employee and he said he told me that Saturdays are not always a delivery day but sometimes deliveries occur. That is a big lie and represents what you WISH the employee had told me.
If you fail to be honest, I will seek to recover the call records to prove the veracity of my statement.
April 9, 2026
Reply from Fetch
Hi Marlon
Thanks for taking the time to leave a review. I've read the customer interaction log and felt it important to reply to add clarity for others and yourself.
You placed an order with us for Next Working Day (Excludes Weekends & Bank Holidays) delivery. As it was placed after 4pm on Thursday night, it was collected by DHL on Friday for delivery on Monday.
You contacted us to ask if it was possible to come into the store to collect the item instead of waiting for it to be delivered as you need it sooner. We advised that was of course possible, however as the order was already with DHL you would need to purchase the item in the store and then return the second item once it had been delivered by DHL for a refund.
I'm sorry that you felt this was poor customer service but we can't simply hand out a second item when the original order is already on route to you.
I see that the order was delivered on Monday as planned. If you would prefer to return it, you are of course welcome to complete a return request.
Team FETCH
Thanks for the update, the clue is in the details when you placed the order. We try hard to make sure it is obvious when to expect deliveries, which is why the DHL option states DHL Express Next Working Day - On orders received before 4pm. (excludes weekends & Bank Holidays). Our team are very clear about what that means and you were rightly informed that DHL can sometimes deliver on Saturday, but this is not a service we offer and is entirely down to local drivers.
Your lovely tone above is also what our team had to endure on Saturday. Unfortunately despite our best efforts it's simply not possible to please everyone.
Defective and very poor quality
I bought a couple of products from this supplier and almost all of them were poor quality and defective and the customer service is not very helpful and the return policy is another headache. It was a bad experience and I will definitely not recommend them, especially their products.
I am very disappointed with my experience.
First, the quality of the item is extremely poor, especially considering it was originally priced at £90. I have purchased similar items from Amazon for around £30 at full price, and those were of significantly better quality.
Secondly, I paid for express delivery, which was supposed to arrive the next day. Instead, the item was delivered after 4 days, which is unacceptable given the extra cost.
Thirdly, the item I received was damaged. Despite this, I am expected to pay for the return, which I find very unfair. The return process itself is also inconvenient and uncomfortable. It requires printing a confirmation email that includes images and descriptions of the item, which lacks discretion and can be embarrassing when printed in public. If I choose not to print it, I am charged extra, which reflects poorly on your return policy.
Finally, the customer service was unhelpful. When I called for assistance with tracking the shipment, I was told to contact the delivery company. When I requested to cancel the order, I was again redirected to the delivery company, with no support offered. This lack of accountability and assistance is very frustrating.
Overall, this experience has been disappointing in terms of product quality, delivery service, return policy, and customer support. I hope this feedback is taken seriously and leads to meaningful improvements.
April 9, 2026
Reply from Fetch
Hi there
We are confused?
You have made one purchase from us for three items, manufactured by leading toy brands. Each of these items was on sale with incredible discounts.
You made an automatic return request yesterday for one item that has already been authorised for return.
We haven't had any personal contact from you at all, yet you mention unhelpful customer service?
Feels like the bad experience here is ours.
Thanks for the update - but doing so on here rather than by email really doesn't allow us to assist you, it's basically just shouting.
To address your points one by one - now that you have expanded further;
None of the items you purchased from ourselves are available on ANY other retailer for the price yo paid, Amazon included.
You used DHL Express Next Working Day for delivery. Due to an exceptional problem at East Midlands depot your order was delayed by one day and as it was the weekend, meant it was delivered the following working day. I can see that DHL emailed this update to all affected customers. We appreciate this is frustrating but sometimes things happen beyond anybody's reasonable control which causes a delay.
With regards to the return, I believe all retailers require a printed document be enclosed in the parcel to be able to identify from where it has come on arrival, otherwise we can't refund you.
For damaged items we ask that you enclose a copy of your postal receipt, so if the item is indeed found to be faulty we can recompense you.
We are not able to cancel an order that has already been dispatched, it would need to be received and then returned.
We go out of our way every day to assist customers, as 99% of the feedback here confirms. Unfortunately it is simply not possible to please everybody, so it's good to know you have alternative options for making future purchases.
Looks better quality than it is
Looks better quality than it is.the price I paid was good. The quality of the product is poor.its thin.
April 5, 2026
Reply from Fetch
Hi Thomas
We haven't heard from you about being dissatisfied with your purchase and can only assist if you contact us :)
The product that you purchased is one of our best sellers and you also benefited from a bank holiday bargain. £10 for seven items is not bad going right :)
Would be great if you could consider this in your review.
The product came well packaged and…
The product came well packaged and right on time, the product itself was well made 😊x
April 8, 2026
Reply from Fetch
Hi gordon
The team really appreciate you taking the time to write a review and love your comments,
Thanks gordon 😊
A quick easy online order
A quick easy online order - then a efficient turn around time to collect.
Very easy and hassle free .
April 4, 2026
Reply from Fetch
Hi EVAN
We are loving your review and your comments are really helpful to us and other potential customers .
Thank you EVAN and look forward to you shopping with us again soon :-))
Your great good quality underwear
April 7, 2026
Reply from Fetch
Hi Graham
Thank you for your review the team really appreciate it :-))
Have had the pleasure of meeting some…
Have had the pleasure of meeting some of the staff in the shop as well as dealing with them on the phone and on line and always have been given an excellent genuine personable service from this independent retailer long may they continue
April 4, 2026
Reply from Fetch
Hi Paul
The team are loving your review and comments on your experience of shopping online and in store.
We have a fantastic team at FETCH that work so hard to give our customers 100% service and make everybody welcome.
Thank you Paul and look forward to seeing you again soon 😍
Love you guys
Love you guys - excellent quality gear, the best prices (you were literally £30 cheaper for the shorts I just received from you) and speedy delivery.
Keep up the amazing service!
Dave
April 7, 2026
Reply from Fetch
Hi Dave
We are always looking to give our customers good value for money and special offers whenever we can.
( we all love a bargain )
Thank you for your great 5⭐️review 👍🏻
Always a great place to shop and go
Always a great place to shop and go. Staff are always friendly and helpful and living in london makes it easy to go and collect. Product was a bargain and fits and looks amazing.
April 6, 2026
Reply from Fetch
Hi steve
What a great review !!!
Thank you…
The team love meeting our customers in store and helping them in anyway they can.
Look forward to seeing you again soon 🤩
Reply from Fetch
Hi Robert
Thank you for your excellent 5⭐️review :-))
Always extremely prompt with sending…
Always extremely prompt with sending things out and a very easy return service. Perfect!
April 4, 2026
Reply from Fetch
Hi Mark
The team really appreciate your review on your experience of shopping with FETCH and look forward to you shopping with us again soon….. Thank you 😃
Reply from Fetch
Hey Mr Michael Potts
What a fantastic short and sweet review !!!!
Thank you 😍
Outstanding!
Outstanding!
Gear is incredible…as always!
Even though it was a Bank holiday my stuff arrived in no time at all! :)
April 3, 2026
Reply from Fetch
Hi JJ
When the team see Outstanding in a review it makes them so proud…
We really appreciate you taking the time to write your review and look forward to you shopping with us again soon.
Thank you JJ 😍
Quality products and quick delivery
March 31, 2026
Reply from Fetch
Hi Mr B A Jablonski
Great 5⭐️ review !!! Thank you :-))
Great shopping experience ***
Great shopping experience and really helpful staff when calling the store with questions.
Fast delivery too!
March 31, 2026
Reply from Fetch
Hey Craig
Loving your review !!! Thank you 😊
Always good experience
Fetch has always been one of my favourite places to buy , specially online discounts and their fast delivery. Occasionally a few products are not as good as they seems but most of the time products are good quality, wrapped well and delivered on time
October 31, 2025
Reply from Fetch
Hi There
Thanks for taking the time to leave us a review. We don't seem to have heard anything from your prior to this?
If for any reason you are unhappy we are here to assist, but we do need to know in the first place :)
Your score doesn't seem to reflect your comments and three stars seems pretty harsh.
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.