Great customer service. I have bought Sister Jane from different platform. I had a big order during sales season, then I need to do a return through Belgium post but it caught in union strike,so it to... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I’m a big fan of sister jane dresses but I’m an even bigger fan of their customer service! I recently ordered a dress for a wedding and had a problem with the bow. I contacted them for an exchange... See more
Company replied
Sister Jane is great! We all love their quirky fabulously individual designs! And their customer services is just excellent, responsive and informative taking time to really answer questions and give... See more
Company replied
I'm a huge Sister Jane fan - and already have a few of the brand's stunning pieces in my wardrobe. I got a beautiful dress recently - but the small was too small and the medium was too big. I had a we... See more
Company replied
Company details
Written by the company
London-based womenswear label. Vintage-inspired accessible design with a high-end look & feel.
Contact info
36 Golborne Road, W10 5PR, London, United Kingdom
- hello@sisterjane.com
- www.sisterjane.com
4.6
Excellent
646 reviews
Replied to 94% of negative reviews
Typically replies within 2 weeks
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
I'm a huge Sister Jane fan
I'm a huge Sister Jane fan - and already have a few of the brand's stunning pieces in my wardrobe. I got a beautiful dress recently - but the small was too small and the medium was too big. I had a wee bit of trouble with the return online - but a staff member got in touch straight away and sorted it out. You hear a lot about terrible customer service and Sister Jane were the exact opposite. Super fast and super nice - shows what the personal touch can do. I'll be back for more gorgeous dresses asap!
January 20, 2026
Unprompted review
Reply from Sister Jane
Dear Lynn,
Thank you for the thoughtful review!
We truly value and appreciate your feedback as it contributes to our continuous improvement. We're always here to provide the best shopping experience to our amazing community.
Kind regards,
SJ x
5 star customer service
I forgot to add my company name to my order and Anna was super quick to respond to my email and update it for me - fab customer service that you often don’t get these days!
January 20, 2026
Unprompted review
Reply from Sister Jane
Dear Jemma,
Thank you for the sweet review!
We really value your feedback as it contributes to our continuous improvement. We're always here to provide the best shopping experience to our amazing community.
Kind regards,
SJ x
No support for a faulty dress
Update: writing a response to Sister Jane’s reply.
The studio is 554 miles away, so no, I can’t bring it into the studio to avoid costs. Not everyone lives in London.
The dress had not been worn when it broke. I thought this was clear.
The dress was bought over a month before I wore it, yes. I bought on Black Friday, as my outfit for my friend’s wedding on New Year’s Eve. This is a normal thing to do/normal timeline, and does not make my complaint any less plausible?
Review:
It’s a shame to write this review, as I’ve never done this ever about any clothes retailer, and the dresses are beautiful. However, the customer service here was so disappointing that I feel others should be warned what to expect. I can see from other reviews people having the exact same experience as me.
I purchased the Kelly velvet maxi dress to wear to a friend’s wedding last month. It had dimante detachable straps, that hook onto strap loops. On getting changed into this dress, to wear it for the first time, the front right strap loops broke. I noticed during try on that it looked frayed. This was a disaster and really stressed and upset me - my friends found some safety pins for me to use so I could still wear the straps. However, during the day, the straps kept detaching from the pin. Later that night, the back right strap loop also broke. By design, this dress is clearly not fit for purpose and is faulty. I emailed to share my experience and they said they’d fix the strap loops, if I paid for the dress to be sent to them. They claimed it was due to WEAR (Lol because the dress had never been worn, except trying the dress on for fit). It’s truly unacceptable and insulting. The customer service from Maria was rude, condescending and sarcastic, with no empathy or urge to understand the issue and help. Sadly, it’s not worth ordering from here again.
January 8, 2026
Unprompted review
Reply from Sister Jane
Dear Kirsty,
Thank you for taking the time to share your feedback. We are truly sorry to hear that your experience fell short of expectations, as this is never our intention.
When you contacted us regarding the strap issue, our team promptly reviewed your case. We noted that your order was delivered over a month prior to your message and that the concern was raised after the item had been worn. To better understand the issue, we kindly requested images and explained that our embellished, detachable straps are delicate by design and require careful handling.
Based on the images provided, our team confirmed that the dress could be repaired and offered to carry out the repair complimentary of charge. We kindly advised that you could ship the item, or alternatively brought to our studio to avoid any costs at all.
As the dress was worn and did not arrive with any reported faults, a complimentary repair was the most appropriate solution we could offer to help prolong the life of the garment.
Our team is always committed to supporting our customers and ensuring their pieces can continue to be enjoyed for a long time. We truly appreciate your feedback, as it helps us continue to improve both our products and our service.
Kind regards,
SJ x
No regard for consumer rights under EU law
They have no concept of customer service and ignore consumer rights under EU law and think a discount code resolves the issue. The quality of the goods was also awful, cheap polyester.
EDIT TO RESPOND TO THEIR RESPONSE: it wasn't delivered to a neighbour, a completely different address to rhe one I inputted was included on the courier label but because the right company name was still included on it, someone dropped it to my company. Avoid this company at all costs, does not accept any responsibility.
January 15, 2026
Unprompted review
Reply from Sister Jane
Dear R,
We’re sorry to hear that your experience did not meet your expectations. Your order was dispatched promptly; however, due to courier-related delays outside of our control which have been compounded by exceptional volumes during the holiday period, your order delivery was indeed delayed excessively.
While the parcel was ultimately delivered, we acknowledge that this timeframe was longer than intended and does not reflect the shopping experience we aim to provide. We understand that the delivery was received after being left with a neighbour. We offered a discount voucher for the inconvenience and we apologise again for the delay.
Your feedback has been carefully noted and shared internally as part of our ongoing efforts to continually refine our styles for our valued community.
Kind regards,
SJ x
Sizing charts are a mess.
I received a quick response from the team when contacted, however, from someone who lives in NZ/AUS, it would be helpful to have more support around measurements as these are very confusing on your website. The measurements and international sizings are not clear for anyone. I had several people check over this for me, to see if they could make sense of it, and everyone I asked thought it was confusing. So may be a good idea to clean that up on your website. It may also have been helpful to make sizing suggestions based on the measurements given, when asked for support.
It also appears to me that your sizing options need to be broader, as you appear to stock very small sizing which in this day and age seems pretty gross for any brand tbh.
January 13, 2026
Unprompted review
Reply from Sister Jane
Dear TLC,
Thank you for taking the time to share your feedback and for acknowledging our team’s responsiveness. We’re sorry to hear that you found our sizing information insufficient, as we always aim to provide as much detail as possible to support our customers.
We do include a size guide, product measurements, fit recommendations and fabric composition details across our website and products. We also encourage customers to contact our customer service team, as you did, for any clarification needed or for more details.
We understand that sizing can still be challenging, particularly when shopping internationally, and we appreciate you raising this. Your feedback has been shared internally with our team for review. When reaching out customer service team, we’re always happy to provide product-specific measurement guidance and personalised sizing support when needed.
In regards to the sizes available on our website, while we aim to stock a wider variety of sizes, when a size is not available or out of stock we are happy to provide information where an item is stocked in other retailers carrying Sister Jane. For some items, some retailers may carry sizes we do not stock and vice-versa and we are happy to assist and direct to the right retailer where appropriate.
We appreciate you taking the time to share your experience.
Kind regards,
SJ x
Great customer service
Great customer service. Very friendly and personable. Clothes were lovely but didn't not suite me and were a bit big.
January 13, 2026
Unprompted review
Reply from Sister Jane
Dear Isabelle,
Thank you for the lovely review!
We really value your feedback as it contributes to our continuous improvement. We're always here to provide the best shopping experience to our amazing community.
Kind regards,
SJ x
Absolutely brilliant
Absolutely brilliant! I had a query and got a very quick reply!
Can’t wait to shop again soon!
January 9, 2026
Unprompted review
Reply from Sister Jane
Dear Sara,
Thank you for the sweet review!
We truly value your feedback as it contributes to our continuous improvement. We're always here to provide the best shopping experience to our amazing community.
Kind regards,
SJ x
Excellent customer service!
January 8, 2026
Unprompted review
Reply from Sister Jane
Dear Carole,
Thank you for the lovely review!
We really appreciate your feedback as it contributes to our continuous improvement. We're always here to provide the best shopping experience to our amazing community.
Kind regards,
SJ x
Thank you for your thoughtful reply
Thank you for your thoughtful reply. It would be easier to understand if there were reviews that included the height, weight, and other measurements of people who actually purchased the product!
January 6, 2026
Unprompted review
Reply from Sister Jane
Dear ochibi chimpanzee,
Thank you for the sweet review!
We truly appreciate your feedback, as it plays an important role in our ongoing improvement. Our aim is to provide clear and detailed product information across all our styles, and we’re always working to enhance this. We’re committed to delivering the best possible shopping experience for our valued community.
Kind regards,
SJ x
Incredible Customer Service and Gorgeous Clothing
The customer service with this company is wonderful! I live in the U.S. and while one clothing item I purchased fit perfectly, the second was too large. The U.S. shipping companies were going to charge more that the item cost ($237.00) to ship back to Sister Jane. UPS International was going to charge $270.00 for shipping and the U.S. Postal service didn't guarantee delivery, and there is no tracking once it leaves the borders. Sister Jane helped by sending me a DHL pre-printed form which will be deducted from my original purchase but it was so reasonable ($38.00 U.S.) which is fabulous! Sister Jane employees were so friendly and responsive to every email I sent as we tried to coordinate this! Of course their clothing is so elegant. The quality is fabulous and the designs are gorgeous! I will definitely work with them again, and purchase items in the future!
Thank you Sister Jane!
January 6, 2026
Unprompted review
Reply from Sister Jane
Dear Margy,
Thank you for the thoughtful review!
We really appreciate your feedback as it contributes to our continuous improvement. We're always here to provide the best shopping experience to our amazing community.
Kind regards,
SJ x
Super Customer Service
I dealt with Anna in customer service. She was very helpful and professional with my query regarding an order. Looking forward to my next purchase. Thank you!
January 7, 2026
Unprompted review
Reply from Sister Jane
Dear Maria,
Thank you for the sweet review!
We really appreciate your feedback as it contributes to our continuous improvement. We're always here to provide the best shopping experience to our amazing community.
Kind regards,
SJ x
Excellent experience and help from…
Excellent experience and help from Maria. Unfortunately the item ordered was sadly too big so not kept.
January 2, 2026
Unprompted review
Reply from Sister Jane
Dear Emma,
Thank you for the lovely review!
We really appreciate your feedback as it contributes to our continuous improvement. We're always here to provide the best shopping experience to our amazing community.
Kind regards,
SJ x
Poor Customer Service and Quality of Clothing
I bought a jacket from Sister Jane for £99, after 4 uses, the embroidery fell off as well as a buttons plus all the material is fluffy. Unfortunately they do not class this as poor quality and refuse to adequately assist me. I'm very surprised a brand who prides themselves on quality find this acceptable for a customer to experience. The jacket is of awful quality. Cheap material and sewing but priced like it's high end high street. Just poor.
January 2, 2026
Unprompted review
Reply from Sister Jane
Dear MajK,
Thank you for taking the time to share your feedback. We’re truly sorry to hear that you’re disappointed with your experience.
After carefully reviewing your order, we noted that the jacket was purchased almost three months before you contacted us and, based on the images provided, shows signs consistent with general wear, including the wool fabric showing signs of wear and detached embellishments.
Embellishments and attachments are details that are delicate in nature and special care is need to make sure they do not get damaged during wear.
For this reason, the item was not classified as faulty given it was delivered in the intended condition.
That said, we did want to support you as best we could. We offered a complimentary repair for the embellishment that had detached, with only shipping costs required, along with a 10% goodwill gesture discount for the inconvenience caused. While we understand this may not have been the outcome you hoped for, it was offered in good faith.
We take pride in the quality of our designs and always want our customers to enjoy and cherish their pieces for a long time.
We’re genuinely sorry that this experience fell short of your expectations and appreciate your feedback, which we take seriously as we continue to improve.
Kind regards,
SJ x
Very responsive customer service
I had a query about an order and they answered my email almost immediately. They were very responsive, friendly and only to happy to help.
December 30, 2025
Unprompted review
Reply from Sister Jane
Dear Claire,
Thank you for the sweet review!
We truly appreciate your feedback as it contributes to our continuous improvement. We're always here to provide the best shopping experience to our amazing community.
Kind regards,
SJ x
Swift response and assistance from…
Swift response and assistance from Anna. Thank you Sister Jane team! Dress arrived safely and as pretty as I expected it to be.
December 29, 2025
Unprompted review
Reply from Sister Jane
Dear valencia,
Thank you for the lovely review!
We truly appreciate your feedback as it contributes to our continuous improvement. We're always here to provide the best shopping experience to our amazing community.
Kind regards,
SJ x
Great help with an enquiry
Great help with an enquiry, really speedy and lovely to communicate with.
December 23, 2025
Unprompted review
Reply from Sister Jane
Dear Julie-ann,
Thank you for the sweet review!
We really appreciate and value your feedback as it contributes to our continuous improvement. We're always here to provide the best shopping experience to our amazing community.
Kind regards,
SJ x
Great customer service
My package was delayed
Anna couldn’t have been more helpful and then followed up with me after to ensure I had received it.
December 24, 2025
Unprompted review
Reply from Sister Jane
Dear Seana,
Thank you for the lovely review!
We really appreciate and value your feedback as it contributes to our continuous improvement. We're always here to provide the best shopping experience to our amazing community.
Kind regards,
SJ x
Parcel delayed but staff were very…
Parcel delayed but staff were very quick to follow up with me
December 9, 2025
Unprompted review
Reply from Sister Jane
Dear Sinead,
Thank you for the sweet review!
We truly appreciate your feedback as it contributes to our continuous improvement. We're always here to provide the best shopping experience to our amazing community.
Kind regards,
SJ x
Very helpful customer service, but the dress was disappointing
Bea from customer service was very helpful and fast in replying to questions about my return!
Very sad I had to return the dress in the first place, however. It looked beautiful in the pictures and I loved the fabric, but I feel like it was sewn incorrectly and it was fitting all wrong when I tried it on. What a shame!
December 17, 2025
Unprompted review
Reply from Sister Jane
Dear Ilaria,
Thank you for your sweet review!
We truly appreciate you taking the time to share your feedback, as it helps us continue to improve. We’re always here to provide the best possible experience for our amazing community, so if you ever have any concerns with your order, please don’t hesitate to reach out to us directly, we’re happy to help.
Kind regards,
SJ x
No stars if possible
No stars if possible
Cancelled order due to late delivery, 17 days post order.
Customer service dreadful, kept flip flopping back and forth, accepted cancellation & then confirmed delivery.
Dreadful company to deal with. Comparable to interacting with a virtual agent, not Customer centric or resolution focused.
Would not order again if they paid me.
Update 22nd December
Response is indicative of poor customer service, delivery was dumped outside house. Signature was not requested, but recorded, Sister Jane promised to investigate..no response.
The tracking information showed the parcel sat for 7 days in last warehouse before delivery. Sister Jane confirmed second delivery date, which was not met either.
Delay was frustrating, however the customer service was the main reason i would never buy again from this company even if they offered 99% discount. beyond belief.
Facts ignored & very strange salutations to Signature!!
November 26, 2025
Unprompted review
Reply from Sister Jane
Dear Pat,
We’re very sorry for the delay you experienced with your order. Even when circumstances are beyond our control, this does not represent the level of service or experience we aim to provide to our customers.
Our team kindly explained that once an order is already in transit, it cannot be cancelled. During this time, we continuously escalated the matter with the courier to ensure the smoothest possible delivery. Thankfully, your order was successfully delivered despite the courier delays experienced during the Black Friday period.
We sincerely apologise for the inconvenience this caused and for any frustration along the way. As a gesture of goodwill, we issued a 10% discount in the hope that your next purchase with us will be a bit easier.
Thank you for taking the time to share your feedback as it is genuinely appreciated and helps us improve.
Kind regards,
SJ x
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