Zola London 

This is the worst online retailer I have experienced.

They tricked me into buying something twice by putting a confirm button after the transaction has gone through so that the order got duplicated. I realised right away and emailed the email address on their website within 5 minutes, yet they replied they cannot cancel the second order. On their website it clearly says:

Need to Cancel an Order?

Had a change of heart before your order’s been shipped? Just contact us at ... with your order number, and we’ll cancel it for you, no questions asked. Once your order’s shipped, we’re unable to cancel it, but you can always return it after it arrives.

The items were shipped two days later as per their email, so there must have clearly been an option to cancel the unnecessary order. But they are scammers.

I have now received the items and they look nothing like on the photos on their website. The quality is shocking.

I have contacted their customer service twice to get a return form as stated on their website but no one has come back to me yet.

Be aware - never ever order anything from those nasty people.

We ordered a coat from their website, which was advertised as a long coat. However, when we received the order, we were shocked and felt completely misled. The coat was nothing like the one shown on their website—it was only waist-length, made of inferior material, and looked incredibly cheap considering the £50 we spent.

The disappointment didn’t stop there. When we reached out to request a return, their response was even more shocking. They demanded that we cover the return shipping costs, which amounted to over £30, and informed us that it would take 3-4 weeks to process the refund—only after the item reached their warehouse in China.

A word of caution: Their company name is "Zola-London," but all their products are shipped from China. While that itself isn’t an issue, what’s alarming is that they force customers to return items to China at their own expense, making the return process extremely difficult and costly. Be aware before ordering!

I am highly disgusted in this company. I have made a complaint to ConsuWijzer and want to warn other potential customers about their disgraceful quality and service. Their produce is cheap and sub-standard and no where in their returns policy do they state that the goods must be returned to China at a cost of min £30 for returns. The name "Zola London" is misleading suggesting that they are a London Based company. In fact they are based in the Netherlands but goods come from China and must be returned there, as I say no reference to this on their website. If I was aware I was buying from a China based company, I would have bought from Temu or Shein, they at least are upfront that they are China based. They both offer free returns. The quality of the jumpers I purchased was not as stated in the description, They were cheap, tatty and way smaller than the size guide and would only fit a small child. They are certainly not fit for purpose.

Disgraceful service. I will be put them in the nearest dump where the belong.

AVOID!!!! Terrible company. I ordered 2 items which never turned up.
DO NOT ORDER ANYTHING FROM THIS COMPANY!
I emailed the company and they assured me my items would arrive shortly but I still haven't received them!

This company should be allowed to trade absolutely shocking.I wouldn't give them one star there site should be taken down.

This company is set up to look like its based in the UK but the items are shipped from China. Not only that the quality of the item we ordered is very poor and nothing like the photos. I now have a very sad teenager who spent their Christmas money on this rubbish

This is. Total scam! The absolutely worst products. I cannot believe how awful. This is absolutely disgusting.

Ordered a fleece jacket that looked so cosy and warm. I received a jacket in a different colour, thin material, awful awful awful. I contacted them to be told the same as all these other reviewers that I need to return to China at a cost of £30! First Direct won’t help me claw back my money. Total scam.

Unbelievably awful clothes at designer prices. In future I will always read reviews and will never deal with websites not in UK. I will never buy from a website based in China - ever. It’s simple really as far as these scammers go:
AVOID, AVOID, AVOID!!!!!
Do not be Scammed.

Don't waste your money....

7 weeks and still no delivery update, no replies, nothing.... its now been 5 weeks and still no delivery. Absolute criminals.
Edit 15/05. I claimed a charge back from my bank and by surprise they email me a week later and gave me a refund! I think they just play a waiting gane to see who can be bothered to take things further.

I have just had the same experience as all the others.
I ordered a XL coat which arrived marked XL . First noticed something wrong when I couldn't get my arm down the sleeve ..... should have been marked SML as it may fit someone 5ft 2 in weighing no more than 7 stone. I too wanted to return it but have been told I will have to pay £30 postage to send it back to China

If could give a 0 star i would send a completely diffrent item to what I ordered aswel as wrong size material really thin asked to return they wanted me to pay £30 to return which they said could take up to 2 months to get to them after waiting over 5 weeks for the item and then said they could give me a refund of £12.36 if I kept the item is paid £126 for the item which is no good to anyone and now wanting more money

THIS COMPANY IS AN OUT RIGHT SCAM! Dont waste one penny with this fraud company.. they send you cheap substandard chinese sweat shop rubbish which comes direct from China, delivery took 16 days, when you contact them to try to return their rubbish the inform you it starts at £30 per return.. now having to start a case with Barclay card to try and get money back.. DONT GET CONNED LIKE ME, AVOID AT ALL COSTS.

Avoid!!!

Ordered an item took weeks to arrive from china and when it did the material was nothing as described the fit was awful and it absolutely stinks

Contacted Zola London and they said I would have to pay for the shipping back to Asia starting at £30

Stay away from this site and the rubbish they’re selling!

It’s a scam. The quality is extremely poor, there is no cashmere in the jumpers and the clothes don’t look anything like the pictures. On top of that they don’t give refunds. Stay away

Yep Iv been had ! This is a software company not a clothing company (says this quite clearly under the trust pilot sign).
They put nice photos of clothes on their site that they have found on the internet, the orders are then sent to a sweatshop in China and they copy ( very badly) the items in the photo.
When I tracked my order in was in China for two weeks ( been quickly made I guess). OMG when I received it it was nothing like the photo very badly made and the material was disgusting a coat with no lining made in a cheap felt material no shape no labels onit! I paid £45 it looks like it is a £5 coat. I put it straight inthe charity bag. This company is not looking for repeat customers just get as many one orders as possible then they will change their name and do it over again and again. They Shouldn’t be allowed to get away with it but as based in Holland and factories in China they do. Why they are called Zola London I don’t know nothing to do with London !
Don’t waste your hard earned cash on this junk.
If I could have given no stars I would have.

I sent a email saying below
I want to return both of my coat,
They are still in the package.
I need to return sticker to retune both items back, I what my refund.
After 10 minutes of order they say see below
Thank you for your email.
We have received your request to return your order, and I am happy to assist you today. Unfortunately, we do not offer free returns, so the customer will need to pay for the return shipment to our warehouse in Asia. Please note that the shipping cost to return your item to China starts at £30,-.
Additionally, please be aware that processing a return may take between 3-4 weeks once the item is received at our warehouse.
You can always refer to our refund page for more details

We can refund 10% of the total amount, and you can keep the item! (processing time 12-24 hours).
Just a reminder, this is an exclusive offer. Normally customers need to return to China for a refund, but given your situation, we are happy to make an exception!
We look forward to your response.
Kind regards,
Kim
And now they wont give me the address or postage at all, they are stealers and lie from £100 that I paid they want £30.00
Don’t order from these

Purchased what l believed to be 2 cashmere jumpers size 3XL. Items delivered and found not to be 3XL as the jumpers did not fit and were too small. They were not made from cashmere wool as advertised. Contacted customer by email and was given unreasonable returns policy stating l should return the items to China or l should just keep them and they will give 10% as compensation if l keep the jumpers which are no good to me at all.

This is the worst online clothing purchase I have ever made. Other reviewers say it all. Please read what they say. Over priced. Shoddy workmanship. A garment that did not remotely fit the description given. £30 to return it - which I won't do. Do not on any account do business with this organisationb

Dreadful product. Cheap and nasty material and very badly made. Not in any way a London based company. They are trying to charge me £30 to return this substandard product or I have to accept a paltry 20% refund. Do not use it.