The Nanga x HS Jacket I ordered was wrongly advertised as 760FP down but on the Jacket itself was a print on the arm that said 650FP... Also they advertised the Jacket as waterproof, which I'm quite c... See more
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See what reviewers are saying
The store has an incredibly good range of designers and products, I ordered 2 dresses which arrived really fast and are beautiful. There was a slight mix-up with delivery, luckily I was put in touch... See more
Company replied
As it often happens, the quality of great service becomes clear when a mistake or anomaly present. The DHL representative forgot to affix the return label to the package and after 6 weeks it remained... See more
Company replied
I think it's one of the best purchases I've ever made. Only they had the sneakers I was desperately looking for my wife, the New Balance u9060mac, which being released in 2022 were unobtainable in it... See more
Company replied
Company details
Written by the company
Highsnobiety is a global fashion and media brand passionate about the product and the stories that shape them.
Contact info
Genthiner Str. 32-34, 10785, Berlin, Germany
- shop@highsnobiety.com
- www.highsnobiety.com
4.0
Great
234 reviews
Replied to 28% of negative reviews
Typically replies within 1 month
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Perfect
Second time I order from Highsnobiety and deliver to my home in France and everything is perfect. Very nice packaging which protects all items, great quality products and quick delivery. Very happy!
February 7, 2024
Unprompted review
Reply from Highsnobiety
Hi!
Thank you for taking the time to share your review! We are delighted to hear that you had a pleasant experience, and we sincerely appreciate your decision to shop with us.
If you need anything else or have any further feedback to share, please don't hesitate to reach out.
Your HS Team
Fast shipment, almost good merchandise.
Generally very nice merchandise. However, I do wonder whether anyone checks the goods for wearability before they are included in the range.
I couldn't get my head through the neckline of a jumper that looked beautiful on the website. It would have ripped open! An ergonomically unwearable item of clothing.
February 8, 2024
Unprompted review
Reply from Highsnobiety
Hi!
Thank you for taking the time to share your review! We are delighted to hear that you had a pleasant experience, and we sincerely appreciate your decision to shop with us.
We have shared your feedback with our buying team so they can consider that with their next purchases.
If you need anything else or have any further feedback to share, please don't hesitate to reach out.
Your HS Team
Sent trainers that were the wrong size
Sent trainers that were the wrong size, agreed to return them only to then keep £15 to cover their postage. Now saying they sent the right size. Seems like scam. avoid
February 9, 2024
Unprompted review
Reply from Highsnobiety
Hi!
Thank you for taking the time to share your review!
After thoroughly reviewing your case in our system, I'm pleased to provide some clarity.
I am happy to share, that the correct size of shoes was sent to you, and you confirmed this alignment with our Customer Service Team. Regrettably, despite receiving your chosen and preferred size, it seems the fit wasn't as expected by you upon trying them on.
Please understand that we diligently ensured the accurate item and size were shipped from our end.
However, in cases where the fit isn't ideal despite receiving the correct item, we do not offer refunds for shipping costs. Detailed information regarding our policies can be found on our help page for your reference.
We genuinely apologize for any inconvenience experienced and remain committed to addressing any further concerns or queries you may have. Please don't hesitate to reach out if there's anything else we can assist you with.
Your HS Team
I ordered two products from you and…
I ordered two products from you and canceled my order without explanation and without adequate treatment. I had to contact you myself to understand the meaning of the matter.
January 28, 2024
Unprompted review
Reply from Highsnobiety
Hi!
Thank you for taking the time to share your review!
I sincerely apologize for the inconvenience caused by the cancellation of your order. It appears that this was due to an unexpected system error, resulting in an immediate refund being issued.
Please know that such occurrences are exceedingly rare, typically arising from unforeseen bugs in the system. Your understanding and patience in this matter are greatly appreciated.
If there's anything further we can do to assist you, please don't hesitate to let us know. We're committed to ensuring your satisfaction as our valued customer.
Your HS Team
Julia was great!
Julia was great! Proactive and responsive. Without me even having to follow up she alerted me that my package had been lost and issued a refund promptly. Very pleased with how helpful the service was overall.
January 30, 2024
Unprompted review
Reply from Highsnobiety
Hi!
Thank you for taking the time to share your review! We are delighted to hear that you had a pleasant experience, and we sincerely appreciate your decision to shop with us.
If you need anything else or have any further feedback to share, please don't hesitate to reach out.
Your HS Team
great service and response
January 31, 2024
Unprompted review
Reply from Highsnobiety
Hi!
Thank you for taking the time to share your review! We are delighted to hear that you had a pleasant experience, and we sincerely appreciate your decision to shop with us.
If you need anything else or have any further feedback to share, please don't hesitate to reach out.
Your HS Team
Quick response to regarding my return
Quick response to regarding my return, a lot of retailers won't allow returns on sale items, but HighSnobiety does, which allows a lot more freedom for consumers to shop with a sense of ease. I personally shop a lot more w/ HS than other online retailers because their return policy isn't as draconic as their competitors.
January 16, 2024
Unprompted review
Reply from Highsnobiety
Hi!
Thank you for taking the time to share your review! We are delighted to hear that you had a pleasant experience, and we sincerely appreciate your decision to shop with us.
If you ever need anything else or have any feedback to share, please don't hesitate to reach out.
Your HS Team
Sharing my experience
Dear All,
This is Lee. I had ordered some products from Highsnobiety. Many people know the challenges of shopping in an online store. Online shopping malls often do not provide good customer service for various reasons, such as too many customer claims and difficulties in communication with non-English-speaking customers (like myself).
However, you, Julia, were so kind. You needed to collect my shipping information, and when I replied to the email, I wrote something very simple and a little bit rude. Despite that, you responded to all my emails and updated me on my shipping status.
As a shopping lover (haha), this is my first such experience. Maybe some people would say it's just her job and nothing special, but I found it very touching.
We all know B2C jobs are not easy.
I hope all Highsnobiety customers take care of themselves and have a wonderful day.
January 30, 2024
Unprompted review
Reply from Highsnobiety
Hi!
Thank you for taking the time to share your review! We are delighted to hear that you had a pleasant experience, and we sincerely appreciate your decision to shop with us.
Thank you also, for a lot of warm and kind words towards our Customer Service team and for your understanding. It is sincerely appreciated.
If you ever need anything else or have any further feedback to share, please don't hesitate to reach out.
Your HS Team
I made a mistake with the sending
I made a mistake with the sending. At the place of 10 the site put 25 for the Fed Ex expedition.
Impossible to change or to cancel my command.
So a pay 15 to much for nothing.
January 27, 2024
Unprompted review
Reply from Highsnobiety
Hi,
Thank you for taking the time to share your review!
We kindly want to bring to your attention that once an order is placed, we're unable to make any modifications to its contents or shipping method. Regrettably, this means we're unable to accommodate changes to your desired shipping method after the order has been confirmed.
At this stage, the only feasible option would be to cancel the order, though we must act swiftly before it is dispatched. We sincerely apologize for any confusion or inconvenience this may have caused.
Despite this hiccup, please know that we're eagerly looking forward to delivering your parcel to you. Your satisfaction is our top priority, and we're committed to ensuring a smooth and delightful experience for you.
Your,
HS Team
Great products ,affordable,easy to …
Great products ,affordable,easy to access the site and responsive to enquirer.
January 30, 2024
Unprompted review
Reply from Highsnobiety
Hi!
Thank you for taking the time to share your review! We are delighted to hear that you had a pleasant experience, and we sincerely appreciate your decision to shop with us.
If you ever need anything else or have any further feedback to share, please don't hesitate to reach out.
Your HS Team
Returns
The selection of items on the website is great! My only issue has been in the after sales service criteria. I returned a package 2 weeks ago and I still haven't received an acknowledgement email, nor have I received my refund. May be an better system needs to be put in place? Like may be as soon as a returned package gets to your warehouse the sender gets a notification with the added information of the processing time and expected refund date?
January 28, 2024
Unprompted review
Reply from Highsnobiety
Hello,
Thank you for taking the time to share your review!
Typically, it may take approximately 7-10 working days from the moment your parcel is delivered, for your return to be processed and registered.
However, it's possible that there has been a delay in the delivery of your parcel to our facility, which could explain the two-week timeframe you've experienced. Return parcels can also be subject to customs checks or simply - delays with the carrier.
I've checked our system and can confirm that your return has already been registered and refunded.
If you have any further feedback or questions, please don't hesitate to reach out. We're here to assist you in any way we can, and we are always happy to hear from you and improve for you.
Your,
HS Team
Reply from Highsnobiety
Hi!
Thank you for taking the time to share your review! We are delighted to hear that you had a pleasant experience, and we sincerely appreciate your decision to shop with us.
If you ever need anything else or have any feedback to share, please don't hesitate to reach out.
Your HS Team
Professionalism
Fast shipping, reliable tracking, always precise and to the point. Cannot ask for more, really.
January 24, 2024
Unprompted review
Reply from Highsnobiety
Hi!
Thank you for taking the time to share your review! We are delighted to hear that you had a pleasant experience, and we sincerely appreciate your decision to shop with us.
If you ever need anything else or have any feedback to share, please don't hesitate to reach out.
Your HS Team
Reply from Highsnobiety
Hi!
Thank you for taking the time to share your review! We are delighted to hear that you had a pleasant experience, and we sincerely appreciate your decision to shop with us.
If you ever need anything else or have any feedback to share, please don't hesitate to reach out.
Your HS Team
great and fast response !
January 24, 2024
Unprompted review
Reply from Highsnobiety
Hi!
Thank you for taking the time to share your review! We are delighted to hear that you had a pleasant experience, and we sincerely appreciate your decision to shop with us.
If you ever need anything else or have any feedback to share, please don't hesitate to reach out.
Your HS Team
do NOT buy if you live in the UK
When I tried to return my hoodie that was too big, I was told the only way would be to go to the FedEx warehouse and hand it to them. The FedEx warehouse is outside of my city, over an hour away by car, which is ridiculous!! Julia, the employee who helped me, was genuinely useless, as she did not try to help me find a solution to this issue. This is ridiculous given that I have alreasy paid 50£ in shopping fees. DO NOT BUY if you live in the UK.
January 23, 2024
Unprompted review
Reply from Highsnobiety
Hi,
I have reviewed the system, and I can confirm that a special return process has been initiated to assist you with your return. Our team is dedicated to ensuring that the return process is as smooth and hassle-free as possible for you. I want to assure you that we are actively examining our return processes from the UK and are dedicated to enhancing them to ensure a smoother experience for our valued customers like you.
After reviewing the system, I can also confirm that the current rate for shipping to the UK is £15. I'm pleased to verify that this is the amount you paid for your order, as reflected in our records. Additionally, please note that all customs fees connected with shipping to the UK, are covered by us.
Your feedback is incredibly valuable to us, and we truly appreciate you taking the time to share your thoughts. We are committed to continuously improving our services, and hearing from customers like you helps us identify areas where we can enhance the overall experience.
Your HS Team
Quick and all-explanatory answer from…
Quick and all-explanatory answer from hotline.
January 23, 2024
Unprompted review
Reply from Highsnobiety
Hi!
Thank you for taking the time to share your review! We are delighted to hear that you had a pleasant experience, and we sincerely appreciate your decision to shop with us.
If you ever need anything else or have any feedback to share, please don't hesitate to reach out.
Your HS Team
I was all in
I was all in, but then reality hit, and I had to hit the brakes. Cancelled the whole thing, no biggie. Sorry for the hustle, thanks for rollin' with it.
January 23, 2024
Unprompted review
Reply from Highsnobiety
Hi!
Thank you for taking the time to share your review!
We completely understand that changes of heart can happen to anyone :)
If you ever need anything else or have any feedback to share, please don't hesitate to reach out.
Your HS Team
Team is super helpful and web store has…
Team is super helpful and web store has great selection
January 24, 2024
Unprompted review
Reply from Highsnobiety
Hi!
Thank you for taking the time to share your review! We are delighted to hear that you had a pleasant experience, and we sincerely appreciate your decision to shop with us.
If you ever need anything else or have any feedback to share, please don't hesitate to reach out.
Your HS Team
It’s a fantastic site and the service…
It’s a fantastic site and the service is right. Obviously it’s an attractive offer to refund original shipping cost and pay for return shipping.
January 23, 2024
Unprompted review
Reply from Highsnobiety
Hi!
Thank you for taking the time to share your review! We are delighted to hear that you had a pleasant experience, and we sincerely appreciate your decision to shop with us.
If you ever need anything else or have any feedback to share, please don't hesitate to reach out.
Your HS Team
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