I have been unable to get a satisfactory refund on items ordered. I had checked their refund policy before ordering, but when I requested a return and refund they wanted the items posted to USA and th... See more
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If i could give them zero i would. I purchased an item and wanted to return due to the fit. The item took 4 weeks to arrive. I decided within 12 days to return. After sending an email requesting a ref... See more
I really like the dress ordered, it arrived late but this was something communicated clearly in the estimated time when placed the order, it takes almost a month. The size I ordered coreaponds my size... See more
Complete scam company - AVOID! Their practices are illegal according to UK law. Returns having to be sent to the US at my expense - not declared up-front on the site. The site asked for date of... See more
Breach of guidelines
Nothing like what is shown or described on the web site
I wish so much I had not purchased a dress from here. My daughter fell in love with a prom dress which I paid over £100 for. When it arrived was badly constructed, poorly finished and visibly rough at the seams. It was strapless but the bodice was just net with no structure so it wouldn’t even stay up when she put it on. The colour was not gold as stated on the web site but peach, it’s just nothing like advertised. I’d happily share photos if I could upload them.
When I requested a refund, and after lots of nagging emails trying to get the returns address out of them I was told I would need to pay to ship the item to a returns address in Texas USA. With all of the shipping taxes I’m being quoted around £80 to return the dress with no grantee they are going to give me my money back so I may end up even more out of pocket, I’m reluctant to throw any more money at it.
My daughter is is heartbroken, she now doesn’t have a dress, we are over £120 down and have to spend £80 plus to post it back to Texas which I’m reluctant to do as the address doesn’t seem genuine to me. We just can’t afford to throw money away like this. I’m so upset that this company can be allowed to trade as Leely UK and with a UK web address when they ship from China and you return to America with all the code involved it’s miss selling and miss leading.
February 27, 2026
Unprompted review
Reply from Leely
Dear Lisa McGrath,
Thank you for sharing your feedback, and please accept our sincerest apologies for the disappointment and frustration you’ve experienced with your recent purchase. We’re truly sorry that the dress did not meet your expectations, especially for such a special occasion. We understand how upsetting this situation has been for you and your daughter. We want to reassure you that we’ve already sent a corresponding solution directly to your email, and we kindly ask you to check your inbox (and spam folder) for our message. We’re committed to resolving this matter for you. 💬
Best regards,
Leely Customer Service Team
Danger to your wallet
Update 3: I have made a formal complaint through the Texas' Office of the Attorney General. If anyone is interested, the file number is TCP-033438.
Update 2: I returned the item to Texas at my own expense (about £25). The dress itself cost £86 and the original shipping was £15, bringing my total spend to £127. They refunded only the £86 for the dress. In their email, they explicitly said they would make an exception and also refund the original £15 shipping charge. They later refused to honour that commitment. So after doing exactly what they instructed, I’m still out £41. Bottom line: This company does not honour what it puts in writing. Based on my experience, I would never do business with them again.
Update 1: In response to their response, below, I today mailed the dress to the Texas address via Royal Mail and sent copies of the label to them. Throwing good money after bad? Hopefully not. Will update again when I receive the refund.
I paid over £100 for a dress from LeelyUK. What arrived was badly constructed, poorly finished and visibly rough at the seams. The fit was completely off. This was nowhere near the quality suggested in their photos (or prices!)
When I requested a refund, I was told I would need to pay to ship the item to a returns address in Texas. For a company branding itself as “UK” with a .co.uk domain, that raises serious questions. The business appears to operate from China, yet returns go to the United States, and customers are left absorbing the cost and complexity of that system.
I was offered partial credit first on the same dress in a different size and then a larger credit on something else in the store, and I declined, as I don’t need a second poorly made dress - I need my money back.
The returns structure feels intentionally difficult. High return shipping costs discourage customers from pursuing refunds, and for an £100 purchase, that matters. This is why I'm working with my bank on a chargeback.
The photography is polished but the product did not match the promise, and once they have your money, good luck getting it back. Buyers should look closely at the returns policy before purchasing and decide whether they are comfortable taking that high risk. For me, I simply can’t afford to buy from scam companies that operate like this.
I will be reporting them for their trading standards and unfair practices. (update: or the Texas BBB since it's a texan company, this makes better sense)
February 20, 2026
Unprompted review
Reply from Leely
Dear Kim McLaughlin,
We sincerely apologize for your shopping experience. We take the quality issue you mentioned very seriously and will immediately investigate the quality control of that batch of products. Regarding the inconvenience caused by the return process, we have begun to optimize our international return policy.
Please send your order details and a description of the problem to customercare@leely.com. Our customer service manager will personally follow up on your refund, and we promise to provide you with a satisfactory solution within 48 hours.
Thank you for pointing out these issues; this will help us improve our service quality. We look forward to the opportunity to regain your trust.
Best regards,
Leely Customer Service Team
If I could give a zero here I would
If I could give a zero here, I would. I will start by saying the issue is not the dress. It was something like £80, which I never expected to be made of silk. The design and manufacturer was fairly robust. The issue comes when you find it doesn’t fit and you need to send it back - and we had to send back two. At this point it turns out there is no UK workshop or facilities and I was required to send it back to the US. This has incurred over £30 worth of postage. Furthermore, they are saying they will not refund the dress and shipping costs in full, despite this being a statutory requirement in the UK, and will be applying a restocking fee of 30% for two dresses. I had to squeeze them hard to even get a return address. I think all of us writing reviews here should report them to trading standards.
Please note, further to Leely’s message below, I had been in extensive contact with their customer service people prior to writing this review and they have been most unhelpful. The brand infringes upon UK consumer rights in the way it operates and it lacks transparency around its returns policy. This idea that you have a US warehouse so that you’re fair to all completely ignores the fact that different countries have entirely different laws, as well as different costs sending to the United States.
Leely - you SUCK. But fear not. I’m telling every single teenage girl I know. And that’s a lot of of them, and they have big mouths
February 16, 2026
Unprompted review
Reply from Leely
Dear Mrs R,
We sincerely apologize for any inconvenience caused by the return process. We understand that the cost of international return shipping can be frustrating, but it's important to clarify that our return policy applies equally to all customers and is not intended to create obstacles. Because our customers are located worldwide, we have established a centralized returns warehouse in the United States to provide a consistent and efficient return service. This ensures that every return is processed professionally.
Regarding your question about UK consumer rights, we promise to review your case. Please send your order details and specific requests to customercare@leely.com. Our customer service team will prioritize your case and provide the most flexible solution possible.
Thank you for your feedback. This helps us continuously improve our services. We value every customer's experience and look forward to resolving your issue appropriately.
Best regards,
Leely Customer Service Team
Stunning dress
Stunning dress, but unfortunately did not fit. Therefore, it was returned and I was refunded in full.
Excellent customer service, by email communication. I was offered a partial (3/4) refund and keep the dress or to choose an alternative but I opted for full refund on its return/inspection. Although it cost me £30 tracked postage from the UK to the US, this gave me peace of mind that it would arrive safely.(About 14 days).
I have no hesitation in purchasing again from this company.
February 19, 2026
Reply from Leely
Dear customer,
Thank you so much for taking the time to share your wonderful shopping experience with us! We’re thrilled to hear you love the dress and that our customer service team provided you with great support via email, and we’re glad we could offer flexible solutions that let you choose the full refund after return which suited you best. We totally understand the peace of mind the tracked shipping brings even with the postage cost, and we’re so happy the dress was delivered safely. It means a lot that you’d shop with us again without hesitation, and we’re already looking forward to serving you soon!
Best Regards,
Leely Customer Care Team
I’m veryry disappointed with this…
I’m veryry disappointed with this purchase. The dress looks nothing like the picture shown on the website. The material is very poor quality and feels cheap compared to what was advertised.
Shipping also took forever, and what’s even more frustrating is that they don’t disclose that the dress is not actually in stock. Apparently, they only start making it after you place the order, which significantly delays delivery. And if you try to cancel order they will charge you a 50% for re stocking. This information should be clearly stated before purchase.
Overall, the experience was misleading and not worth the wait. I would not recommend buying from this seller.
December 1, 2025
Unprompted review
Reply from Leely
Dear ana perez,
We sincerely apologize for your shopping experience. Regarding the discrepancy between the product description and your feedback, we will immediately investigate the quality of the product. It's important to note that our product pages clearly indicate the in-stock status – items with a "48-hour" icon in the upper right corner of the size tag are in-stock; others require custom production time.
We understand the inconvenience of waiting for custom-made items, but to ensure product quality, each non-in-stock item requires professional production time. Regarding the cancellation policy, we do clearly state the 50% replenishment fee on the order confirmation page; this is to cover the production costs already incurred.
Please send your order details and specific issues to customercare@leely.com. Our customer service manager will personally review your situation and provide the best possible solution. Thank you for your feedback; it will help us improve our service.
Best regards,
Leely Customer Service Team
Abysmal
When first placing an order, it says up to 14 days for delivery for a dress without a custom size. The email says you can reach out to customer service about expediting the shipment. After doing so, I was told it is now delayed. They did not notify me of the delay, I had to reach out to them. Since the dress wouldn’t arrive for several weeks after I needed it, I requested a cancellation. Due to their absolutely ridiculous policy, even though I was not notified of the delay, I would only be reimbursed for the shipping fee. Do yourself a favor and do not even attempt to buy anything from this absolute scam and sorry excuse of a “business”.
February 15, 2026
Unprompted review
Reply from Leely
Dear Jessica Lange,
We sincerely apologize for this unpleasant shopping experience. Regarding the shipping delay, we should have proactively notified you; this was an oversight in our service process, for which we deeply regret.
We understand your decision to cancel the order due to scheduling conflicts. Regarding the refund policy, it should be noted that once an order enters the production process, material and production costs have already been incurred; therefore, we can only refund the shipping cost. This policy was clearly stated in the terms and conditions before purchase.
We have already sent the relevant email to your inbox; please check your inbox.
Best regards,
Leely Customer Service Team
Very expensive (£92) for a cheap…
Very expensive (£92) for a cheap quality dress that doesn't reflect the quality portrayed in the image on the website. Ordered a size 12 and couldnt even get it over my head noting I am sometimes a 10 also. Made in China. Had to pay £25 to send it back, and 15 delivery so lost a lot of money. Would not recommend.
February 3, 2026
Unprompted review
Reply from Leely
Dear C M,
We sincerely apologize for your shopping experience. Regarding the sizing issue, it's true that different brands have different sizing standards. We recommend that you refer to our detailed size chart (rather than just looking at the label numbers) when purchasing to avoid size discrepancies. At the same time, we take your reported quality issue very seriously and will immediately investigate that batch of products.
To properly resolve your issue, please send your order details and photos to customercare@leely.com. We will provide you with a reasonable compensation plan and cover the corresponding costs. Thank you for your feedback; it will help us continuously improve.
Best regards,
Leely Customer Service Team
AVOID THIS SITE AT ALL COSTS!!!!!!
AVOID THIS SITE AT ALL COSTS!!!!!!
False advertising on their website. Our nan ordered a lovely (well it looked it online) dress suit to wear to out wedding. what arrived was DISGRACEFUL!!!! Advertised as a size 14 Mother of the Bride dress suite at £135. £149.88 with postage!!A cheap, mass produced polyester mess arrived in, what I can only describe as, a shein bag with ZERO care instructions, a size 10 label and poor poor quality. When asking to return I was told to ship it to TEXAS at my own expense and then offered a partial refund of £35!!!
I have raised a dispute with my bank and will be getting a refund one way or another.
AVOID THIS SITE AT ALL COSTS!!!!!!
February 9, 2026
Unprompted review
Reply from Leely
Dear Kirsty Jones,
We are truly horrified and deeply sorry that your grandmother’s special wedding outfit turned into such a terrible experience—this is absolutely not the quality and service we promise to deliver, and we sincerely apologize for the wrong size, poor material, and huge disappointment this has caused your family.
We understand how upsetting it is to receive an item that is nothing like the description, with an incorrect size label and low-quality fabric, especially for such an important occasion. We will immediately treat this as a priority case and fully investigate the issues with the product, packaging, and labeling.
Please send your order number and evidence to our customer service email right away. We will do everything we can to properly resolve this for you, including reviewing the return and refund arrangement fairly, without you being left unfairly out of pocket.
Best Regards,
Leely Customer Care Team
Fake Reviews on Website
One of the image reviews for one of their dresses is clearly AI generated (2 girls in the image with 5 hands between them). Wouldn’t trust
February 9, 2026
Unprompted review
Reply from Leely
Dear Frankie,
We sincerely apologize for the doubts caused by the dress review image you mentioned, and we attach great importance to the issue you raised. All the review images on our official platform are real photos shared by our customers, and we never use AI-generated images for product reviews. We kindly ask you to send the relevant review image to our official email, and our professional team will immediately verify the authenticity of the image and the source of the review. At the same time, we hope you can refrain from spreading unsubstantiated rumors before the verification result comes out, and we will feed back the verification result to you in a timely manner after the check.
Best Regards,
Leely Customer Care Team
A SCAM
IT'S A SCAM!
even if you order from leely.uk the order comes from china and the return is to Texas (US). Not only that, but they make the return process impossible and ask you to lie on the returns sheet to say that the dress you paid >£90 for is worth £15-£20. I don't want to lie or get in trouble. They offered a £20 refund which is a JOKE for a dress I don't want and paid a lot of money for. And when you ask for a refund, they blatantly stop answering. WHAT A SCAM.
February 5, 2026
Reply from Leely
Dear Laufley,
Thank you so much for your kind review and for your recognition of Olivia’s prompt and helpful service! We’re glad to have provided you with the tracking code and hope your order arrives safely and soon. If you have any further questions about the shipping status, feel free to reach out to us anytime—we’re always here to help.
Best Regards,
Leely Customer Care Team
Terrible fabric for the clothes and the…
Terrible fabric for the clothes and the necklace arrives broken. Had to return by recorded delivery to Texas!! Anything to put you off returning their cheap clothes. Both worth the money, the two weeks of emails to get a return address. Took a month to return and get some
Money back! Do not use this company.
January 2, 2026
Unprompted review
Reply from Leely
Dear Hannah,
We sincerely apologize for the terrible shopping experience you’ve had, including the poor fabric quality, damaged necklace, the extremely time-consuming process of getting the return address, and the long wait for your refund after returning the item to Texas via registered mail. We deeply regret the frustration and trouble all these issues have caused you, and we take your feedback very seriously.
We will conduct a thorough investigation and targeted follow-up on each problem you mentioned: we will look into the product quality issues of the clothing and necklace to optimize our quality inspection process, and we will also review and improve our return service process, including the efficiency of replying to return address inquiries and the speed of refund processing, to avoid similar situations from happening again.
To better resolve your issues and provide you with a satisfactory solution, please kindly send your order details and relevant information about this purchase and return to our official email address customercare@leely.com. Our team will review your information as soon as possible and get back to you promptly with a solution.
Best Regards,
Leely Customer Care Team
SCAM
SCAM. SCAM. SCAM.
I do NOT recommend doing business with them.
They procrastinate and delayed my return request through email, then tried to blame me by saying returns must be done within seven days. I escalated the issue and ended up getting completely ghosted.
Send me a DM if you want details. I’m happy to share my experience. Seriously — don’t do business with them.
BBB complaint coming next!
December 15, 2025
Unprompted review
Reply from Leely
Dear Kevin Chien,
We sincerely apologize for the extremely disappointing and frustrating experience you’ve had with your return request, including the delayed response to your email, the subsequent dispute over the 7-day return policy, and the lack of further follow-up after you escalated the issue. We deeply regret the trouble and negative feelings this has caused you, and we take your feedback and the intention to file a complaint with the BBB very seriously.
We will conduct a thorough and targeted investigation into each issue you raised: we will review the entire communication record of your return request to clarify the problems in our customer service response efficiency and follow-up process, and we will also recheck the implementation of our return policy and the communication of relevant rules to avoid such misunderstandings and service omissions from happening again to any customer.
To properly resolve your issues and make up for the bad experience you’ve had, please kindly send your order details, relevant email communication records and other related information to our official customer service email address customercare@leely.com. Our dedicated team will review your information as soon as possible, contact you promptly and provide a satisfactory solution for you.
Best Regards,
Leely Customer Care Team
My dress doesn’t look anything like the…
My dress doesn’t look anything like the pictures on the website. Looks cheap and tacky. Also has an awful fishy smell to it.
Contact customer services which wasn’t very helpful at all.
Would not recommend at all!
January 30, 2026
Unprompted review
Reply from Leely
Dear Jordan,
We sincerely apologize that our handcrafted product didn't meet your expectations. Your feedback helps us improve.
Our team has contacted you by email and hopes to properly resolve this issue.
Thank you for helping us serve you better. We value every customer.
With best regards,
Leely Customer Service Team
Worst company ever
Worst company ever. Wish I had read the reviews on here before buying.
Do not order from here, dresses are terrible quality and you can’t return!
March 27, 2025
Unprompted review
Reply from Leely
Dear rebecca,
I'm very sorry that it didn't satisfy you in terms of its importance to you.
We sincerely request you to leave your contact information. We will do our best to solve this problem for you. Please give us a chance to continue serving you.
With best regards,
Leely Customer Service Team
‼️Avoid this company, scammers🆘‼️
‼️Avoid this company, scammers‼️
Avoid this company—scammers‼️
They claim on their website that they are UK-based (.co.uk), but the item was shipped from China. The dress I received was poor quality for the price.
Even after returning the item at my own cost (£15), the refund never arrived. The company confirmed they received my return and even acknowledged it, yet my money was never refunded. Their recent reply claiming that “refunds are processed promptly once the warehouse receives the return” is false—they already received my return, confirmed it, and still refused to refund me.
This is a scam. They lie, mislead, and ignore customers. ‼️‼️‼️They never refunded me‼️‼️
Do not buy from this company. It is not fair, not acceptable, and clearly dishonest.
May 8, 2025
Unprompted review
Reply from Leely
Dear Viktorija,
Hello, and thank you for your feedback! We want to assure you that our fabric has received high praise from customers worldwide. Each item is crafted from high-quality materials, and our tailors put in great effort to prepare your order. From the dyeing to the weaving of the fabric, we are confident that you can see the superb quality.
We assure every customer that our refund will be processed promptly once our warehouse receives the return.
We appreciate your understanding as we work to provide the best possible experience for all our customers.
With best regards,
Leely Customer Service Team
DO NOT ORDER FROM HERE!
DO NOT ORDER FROM HERE!! Absolute joke of a company…complete SCAM!! Purchased a size 14 dress, it took weeks to arrive then when it did the top section is about a size 20 and the skirt section about a size 6. Terribly made, cheap nasty material, not even a care label on the inside!! Was told to return it I would have to pay for return cost to USA- from a UK website! I paid nearly £20 to return and they have sent it back to me because apparently taxes were not paid! Utterly ridiculous and I am £120 out of pocket at this point for a literal rag I can do nothing with!
December 20, 2025
Unprompted review
Reply from Leely
Dear Kathryn,
We are sorry to hear that you are disappointed with the quality of our product. We want to assure you that our fabric has received high praise from customers worldwide. Each item is crafted from high-quality materials, and our tailors put in great effort to prepare your order. Standard-sized product can't always meet the needs of all customers.
Our customer service team is contacting you to actively resolve this issue.
We appreciate your understanding as we work to provide the best possible experience for all our customers.
With best regards,
Leely Customer Service Team
DO NOT UNDER ANY CIRCUMSTANCES BUY FROM…
DO NOT UNDER ANY CIRCUMSTANCES BUY FROM THIS COMPANY. IT SHOULD BE STOPPED FROM ADVERTISING.
Quality is shocking. Items are NOT what they look like in the photos.
You will NOT receive any refund for purchases.
What a disaster.
January 25, 2026
Unprompted review
Reply from Leely
Dear Tarnz,
We sincerely apologize that our handcrafted product didn't meet your expectations. Your feedback helps us improve.
To better understand and resolve this, could you share your contact details? We'd like to personally discuss your experience and properly address your concerns.
Thank you for helping us serve you better. We value every customer.
With best regards,
Leely Customer Service Team
I brought this dress for my sons…
I brought this dress for my sons wedding and it was too small so I emailed to see if I could send back but they said they would give me a £70 voucher so I could order a bigger size but that has come its completely different material to the first one and a very cheap copy of the dress in the picture.
All I want is a refund but can't get any joy.
January 21, 2026
Unprompted review
Reply from Leely
Dear Stephen,
We sincerely apologize that our handcrafted product didn't meet your expectations. Your feedback helps us improve.
I want to let you know that we’ve received your internal ticket and our team is actively reviewing your order. We’ll make sure this gets resolved.
Thank you for helping us serve you better. We value every customer.
With best regards,
Leely Customer Service Team
I naively ordered a velvet suit for my…
I naively ordered a velvet suit for my mother's 90th birthday. I usually check out companies before I buy anything but unfortunately I did not with this one but something told me to after l ordered and l was appalled by the reviews so l sent an email with my concerns.
I received a response saying everything will be okay. My mother received the suit and it was too small so l sent an email saying l could not believe that my concerns were right. I was given options to either send it back, reorder or receive a voucher. I asked if I could reorder and was told they did not have the bigger size in stock which I think is frankly a lie so l chose the £70 voucher and was then told l could not order the trousers separately.
I then sent an email saying l was dissatisfied with the response and I was going to contact trading standards. I then receive an email saying l can return the item in 7 days or keep the item and receive £26.00 compensation and if I escalate a dispute my funds would be frozen. My question is what sort of a company is this and they have ruined my mother's birthday and I would never buy anything from them again.
December 27, 2025
Unprompted review
Reply from Leely
Dear Maureen,
We apologize for the disappointment you experienced with the sizing of the item you ordered.
At our company, we strive to provide accurate and consistent sizing across our products. However, we understand that variations in sizing may occur due to factors such as differences in manufacturing or design. We apologize if the item you received ran smaller than expected.
Your feedback regarding the sizing issue is valuable to us, and we will take it into consideration as we review and improve our size guidelines. Our aim is to ensure that our customers can make well-informed decisions when selecting their desired sizes.
For your case, we have sent an email to help you with the return, please kindly check it at your convenience. We are here to help and want to ensure your satisfaction.
I would like to apologize on behalf of our company for all of the trouble you have had with this order. Currently we are making major improvements with our customer service, quality and operation departments.
Sincerely,
Leely Customer Support
DO NOT USE THIS COMPANY
DO NOT USE THIS COMPANY.
dreadful service and customer care!!
I ordered 3 different coloured trouser suits to see which looked best. They refused to take them back when the medium size didn’t fit me despite being a size 10
So I am left with 3 suits that don’t fit . It’s outrageous
Pass the word to anyone interested in using this company. I wish I’d read the reviews before I bought .
I shall continue to write dreadful reviews to hopefully dissuade anyone who is thinking of using this company
January 16, 2026
Unprompted review
Reply from Leely
Dear Jane,
We previously reached out to you via email to present a solution, and we regret to learn that it did not meet your expectations.
Please allow us to clarify our return policy. We accept returns of items in their original condition within 7 days of delivery, except for any non-returnable products. Regarding your intent to return, please be aware that the return policy requires you to notify us of your intent to return within 7 days of receipt of the item, and we will then provide the necessary information to assist with the return request. For more details about our return policy, please visit our official website: https://www.leely.co.uk/pages/return-refund-policy
We would like to confirm that your orders were delivered on 12/27/2025 and 1/3/2026. Unfortunately, your order is ineligible for return or replacement, as it has exceeded the return period. We appreciate your understanding in this matter.
In our commitment to customer service, we are dedicated to enhancing our communication processes to ensure that all customers experience a more seamless shopping experience. We are currently investigating your concerns and want to assure you that we will take the necessary measures to address these issues and prevent similar occurrences in the future.
Best regards,
Leely Customer Service
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