Purchased a dress and unfortunately there was an extremely strong smell on the item. I was disappointed, and arranged to return the item. After reaching out to the customer service team a full ref... See more
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Pretty duplicitous and misleading returns policy. They say “easy returns” on their website, but trust me they aren’t. If you are US customer do not fall for this trap. They won’t refund the “custom fe... See more
Company replied
Shipping to the US quicker than expected! I ordered 2 dresses for an upcoming fall wedding. One dress fit well through main body, but straps were unfortunately too long (Brown Burnout Maxi Corset Dres... See more
Company replied
Disappointing- the quality of the dresses doesn’t match the prices. I was also unaware that no refund option is available on sale items meaning I can’t get my money back. Inspection and postage feee i... See more
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Company details
About Rare London
Written by the company
We are Rare London.
A design-led womenswear brand that is dedicated to bringing affordable luxury garments to our customers and stockists. Rare in name, Rare by Design. Our dedicated in-house design team curates quality garments from heritage styles to statement-trend pieces. We continue to be ahead of the curve to bring our customers and stockists the latest style and standout bestsellers.
Established in 2002, our brand is known for its quality occasionwear and partywear. We are here to cater to the bold with products that stand out from the crowd, like our customers, we are always here to make a statement with feminine silhouettes and bold style. We are here to empower - making all of our customers look and feel they're most confident.
For our latest looks and inspiration follow us @officialrarelondon on Instagram #STYLETHATSRARE
Designed to be Rare, Styled to be statement!
Contact info
Unit 2, Century Buildings, Brunswick Business Park, Tower Street, L3 4BJ, Liverpool, United Kingdom
- customer.service@rarefashion.co.uk
- rarelondon.com
2.6
Poor
571 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 2 weeks
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Happy with the customer service
Purchased a dress and unfortunately there was an extremely strong smell on the item.
I was disappointed, and arranged to return the item. After reaching out to the customer service team a full refund was given, along with an apology and discount code for future purchases. They explained that this was an anomaly and was not to their normal quality standards. I actually was impressed at how quickly they resolved the issue and processed the refund pretty much hassel free.
September 1, 2026
Unprompted review
Reply from Rare London
Hi Sam,
Thank you so much for taking the time to share your experience with us. We’re so sorry again that the dress arrived with an unusual and unpleasant smell, and we completely understand your disappointment. While this was certainly not the standard we aim to provide, we’re really pleased that our customer service team was able to resolve the issue quickly and make the return and refund process as hassle-free as possible. We truly appreciate your kind words about our service, as well as your understanding and patience throughout. We hope to have the opportunity to welcome you back in the future!
Kindest regards,
Erin
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Pretty duplicitous and misleading…
Pretty duplicitous and misleading returns policy. They say “easy returns” on their website, but trust me they aren’t. If you are US customer do not fall for this trap. They won’t refund the “custom fees” that are included in the price you see nor will they pay for shipping back. So I paid for a dress for $244 they are offering me $156 if I return it (not counting what I’ll will have to pay in shipping). none of this is clearly or accessibly stated in their drop down “return policy” on their website. BEWARE
August 29, 2026
Unprompted review
Reply from Rare London
Hi Bri,
We’re sorry to hear that you’re unhappy with your experience. We understand your frustration regarding the refund amount and the costs associated with returning your order. We do, however, provide clear information regarding international returns on our website. Our Returns Policy explains the returns process, and we also have a dedicated Duties & Taxes page outlining the applicable duties and taxes and confirming that these charges are non-refundable.
We’re sorry if you found this information unclear or difficult to locate, but these details are available on our website for customers to review before making a purchase. We take feedback seriously and are always looking for ways to make our policies as clear and transparent as possible.
Kind regards,
Erin
Great customer service and a lovely…
Great customer service and a lovely dress.
August 24, 2026
Unprompted review
Reply from Rare London
Hi Francesca,
Thank you so much for your lovely review! We're so glad to hear that you had a fantastic experience with us and that you are happy with the dress you purchased. We truly appreciate your kind words and support, and we look forward to welcoming you back again soon.
Kind regards
Erin
Avoid
Avoid. Dresses are expensive and awful quality and the sizing is tiny. I was refused a refund on a dress that i physically couldn’t get on my body on the basis it had been worn. Terrible customer service.
August 14, 2026
Unprompted review
Reply from Rare London
Hi Anastasia,
Thank you for sharing your feedback. We’re sorry to hear you were unhappy with your experience. We do, however, want to clarify that your return was not refused because the dress was too small. When the item was returned to us, it was found to have makeup marks and was not in its original condition. We reviewed this with you by email and explained the basis for our decision, after which the dress was returned to you.
We appreciate that you disagree with our assessment, but we must apply our returns policy consistently and in accordance with the condition in which items are received back. We’re sorry that you feel disappointed with the outcome and appreciate you taking the time to share your feedback.
Kind regards,
Erin
Disappointing- the quality of the…
Disappointing- the quality of the dresses doesn’t match the prices. I was also unaware that no refund option is available on sale items meaning I can’t get my money back. Inspection and postage feee is charged on full price returns as well. I will not be buying from them again.
August 10, 2026
Unprompted review
Reply from Rare London
Hi Marsidarsi,
Thank you for sharing your feedback. We’re sorry to hear you were disappointed with your purchase. We’d like to clarify that our sale items policy, including the fact that sale items are not eligible for a refund, is clearly stated on our website, on all product pages and again at checkout before an order is placed. Our returns policy and postage fees are also outlined on our website. We appreciate your feedback and are sorry again that your experience with us was not what you had hoped for.
Kind regards,
Erin
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The customer service was really good… lovely dress too
The customer service was really good and super quick. I’d ordered a sale item ,however needed to exchange it for the size below. As there was only one size left, I was worried it might go out of stock before the return could get to them. However, they held the smaller size for me and sent it off to me as soon as I posted the return. The dress was also good quality and looked really pretty..
I can see there’s been some negative reviews on customer service, so good to see they’ve listened to feedback and improved.
Down side is that you can’t return sale items, only exchange or store credit. However as I mentioned, they help find a solution to this which meant I had the exchanged product quickly, before it would sell out. Can imagine it would be a bummer if there was nothing you wanted to exchange an item for tho.
July 31, 2026
Unprompted review
Reply from Rare London
Hi Grace,
Thank you so much for taking the time to share your experience! We're delighted to hear that you love your dress and that our customer service team was able to help make your exchange as smooth and quick as possible. We completely understand your concern about the last size selling out, so we're glad we could reserve it for you and get it on its way promptly.
We're always looking for ways to improve both our products and our customers' experience. Thank you again for your kind words and support—we hope you enjoy wearing your new dress, and we look forward to welcoming you back soon!
Kind regards,
Erin
SCAMMERS
SCAMMERS - DO NOT WASTE YOUR MONEY!!! You can only "receive a refund" within 14 days (full price items). Rare do NOT make this clear on their website. I emailed and sent them a message and I am awaiting a reply 1 week later.
July 20, 2026
Unprompted review
Reply from Rare London
Hi Sophie,
Thank you for taking the time to share your feedback. We're sorry to hear you're disappointed with your experience. We'd like to clarify that refunds are available for eligible full-price items returned within 14 days, in line with our Returns Policy. This information is clearly visible on our website before purchase and within our Returns Policy. We can also confirm that we have responded to your emails. If you haven't received our replies, please check your junk or spam folder, as they may have been filtered there.
Kind regards,
Erin
Avoid
Sales items are not refundable.
Please be aware that items in the sale are not refundable. They will not move on this policy and the website does not make this clear - as others have mentioned customer service is poor.
The quality of the clothing does not match the price point - I will not be buying from them again.
July 18, 2026
Unprompted review
Reply from Rare London
Hi HB,
Thank you for taking the time to share your feedback. We're sorry to hear that your experience didn't meet your expectations. Our sale items are shown clearly as non-refundable throughout our website. We're sorry if this wasn't clear to you. We're also disappointed to hear that you were unhappy with both the quality of your purchase and your experience with our customer service. This is not the standard we aim to provide, and we value your feedback as it helps us identify areas for improvement.
Kind regards,
Erin
No Customer Serive
I have been trying to contact customer service for the last 2 weeks with no reply... I have sent 5 emails which were all ignored.
The tassel dress which I ordered was 227euro and arrived completely damaged/faulty - I tried contacting Rare London multiple times to be issued a free return slip and store credit (as promised on their website) with no reply...
The dress itself is gorgeous and I wanted a replacement... would not order from here again due to the lack in customer service and fake advertisement of faulty returns
July 1, 2026
Unprompted review
Reply from Rare London
Hi Liberty,
I am so sorry about the delay in response, we have since sent you an email with a return label. We can assure you this is not the quality of our dresses and we'd love to sort this for you, please send us a message when you can.
Best regards,
Rare London
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Wish I could give less than 1 star
Wish I could give less than 1 star. Wore their Lilac Rose Devore Bias Maxi dress once and by the end of the night all of the stitching had come apart. Emailed customer service and was told that once the tags are off they have no responsibility for the item. Didn't expect single-use, fast fashion from an item that cost £125. Will never be buying from here again.
July 6, 2026
Unprompted review
Reply from Rare London
Hi Gemma,
We cannot accept the dress back for a return or exchange as it has been in your possession for four months therefore the damage could have been sustained during this time.
I am sorry we could not be of more help at this time.
Best regards,
Rare London
Terrible customer service
Terrible customer service! Ordered a dress online & they don’t offer refunds.
Do not order from here, clothes are cheap quality. Sizing is off, runs really small. Need be size 6 to fit into dresses
See so many negative reviews about this company, hopefully they go out of business as not many people will buy again from them!
June 30, 2026
Unprompted review
Reply from Rare London
Hi,
Thank you for taking the time to leave your review. We're sorry to hear about your experience with us. We would like to clarify that we do offer refunds in line with our Returns Policy. Full-price items that meet our return conditions are eligible for a refund, while sale items are eligible for a store credit unless they are deemed faulty. We're sorry to hear the dress wasn't the right fit for you, as sizing can vary between styles. Please get in touch with our Customer Care team and we will try our best to assist with any issues.
Kind regards,
Erin
Poor customer service
Poor customer service, very blunt,rude and unhelpful when you ask a question or arise a problem
June 12, 2026
Unprompted review
Reply from Rare London
Hi Emily,
Thank you for your feedback. We're sorry to hear that you were unhappy with your experience. Having reviewed the correspondence, we can see that our team provided information regarding the exchange process and expected processing times. However, we regret if our communication came across as blunt or did not meet your expectations. Customer satisfaction is important to us, and we are always looking to improve. Thank you for bringing this to our attention.
Kind regards,
Erin
Fantastic experience the dresses were…
Fantastic experience the dresses were expertly made and arrived safely and quickly, the quality of the material and design far superior to what I was expecting I cannot wait to buy again
May 6, 2026
Unprompted review
Reply from Rare London
Hi Rosina,
Thank you so much for your wonderful review! We're so glad to hear that you had a fantastic experience with us and that you were pleased with the dresses you purchased. It's especially rewarding to know that they exceeded your expectations and arrived safely and quickly. We truly appreciate your kind words and support, and we look forward to welcoming you back again soon.
Kind regards,
Erin
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Items not received
I ordered 3 dresses from rare London, the parcel arrived and had not been sealed correctly, with only one item inside.
When I emailed the courier evidence of the opened bag and requested two additional items, they informed they could help and then sent another email advising they had reviewed the courier image and said it appeared full and refused to refund the cost. The courier image was obviously misleading and I have absolutely no leg to stand on to prove otherwise. Now I am £200 out of pocket. For a seemingly luxury brand, this is extremely poor customer, do not buy.
April 1, 2026
Unprompted review
Reply from Rare London
Hi Connie,
Thank you for your feedback. We are sorry to hear that you were dissatisfied with the outcome of your claim. When you contacted us, we reviewed the information provided, including the photographs you supplied and the courier's proof of delivery. Based on the evidence available at the time, we were unable to verify that the parcel had been delivered with items missing and therefore could not approve the requested refund. We understand that this was a frustrating situation and appreciate that you were disappointed with our decision. We always aim to investigate delivery-related concerns thoroughly and make decisions based on the information available to us.
Kind regards,
Erin
DO NOT buy from this company
DO NOT buy from this company. Bought the champagne fringe dress which was faulty and made really badly at the front. Fringe didn’t hang properly and was gappy. Sent an email to them with photos asking for them to pay for the return and got a bullshit response about shaking it slightly. Terrible customer service and returns policy considering it’s supposed to be a premium brand!! Absolutely fuming. Please avoid at your peril!
UPDATE….was contacted again after this review and still wouldn’t pay for return. After receiving my return they then tried to deduct more postage after I’d already paid dpd to return! Doubly horrendous!
March 30, 2026
Unprompted review
Reply from Rare London
Hi Christina,
Thank you for your feedback. We’re really sorry to hear how disappointed you are — especially as this dress is designed to have a full, even fringe effect across the bodice, so we completely understand your concerns. While the fringe is delicate and can sometimes need loosening after transit, it shouldn’t appear uneven or gappy when worn. Based on your feedback, we’d like to review this again more carefully. We will contact you directly. We appreciate you bringing this to our attention and would really like the chance to put things right.
Kind regards,
Erin
Don’t let them take advantage of you!
Ordered a dress online that was on their sale, didn’t fit and went to return it. Saw in the paperwork that their return policy on sale items is that they only offer store credit for these returns.
This is illegal. Regardless of whether an item is sold at full price or not, when bought online and returned within 14 days of the delivery being received customers are entitled to a full refund. I will be following this up.
Do not accept their terms and conditions on sale items as it is not legal and they are relying on customers not making a fuss.
Also rare London- since your comments show that you don’t know how to make your fake policy more apparent to customers, you could put it in the transaction window - or better yet adhere to trading standards.
March 17, 2026
Unprompted review
Reply from Rare London
Hi Kat,
Thank you for your feedback—we’re sorry to hear the item didn’t fit as expected. We’d like to clarify that our returns policy for sale items, including the provision of store credit rather than a refund, is clearly visible to customers prior to purchase on our website, as well as within the order documentation. We do understand your concerns and are reviewing how we present this information to ensure it remains as clear as possible throughout the shopping experience.
Kind regards
Erin
terrible
I just replied to the email that ended up in your spam folder. The package has been returned to you, so I'm very sorry to ask for an immediate refund, as it has caused me inconvenience.
February 19, 2026
Unprompted review
Reply from Rare London
Hi Antonella,
We have resolved this issue for you. We're very sorry for the trouble, and we hope to see you again soon!
Kind regards
Erin
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Great service
Fast delivery. I ordered two dresses.
Kept one and sent the other one back with no problem.
Will definitely order from them again.
January 27, 2026
Reply from Rare London
Hi Victoria,
Thank you so much for your lovely review! We’re thrilled to hear that you had a greta experience shopping with us. It means a lot to us that you are happy with your order. We hope you enjoy wearing it and look forward to welcoming you back again soon!
Kind regards,
Erin
The perfect occasion dress
Gorgeous dress and fits perfect.
The material is fabulous and extremely comfortable.
January 26, 2026
Reply from Rare London
Hi Lorraine,
Thank you so much for your lovely review! We’re thrilled to hear that the dress fit you perfectly and that you loved the material and comfort. It means a lot to us that it was the perfect choice for your occasion. We hope you enjoy wearing it and look forward to welcoming you back again soon!
Kind regards
Erin
Amazing customer service!
Amazing customer service! Will definitely be ordering again!
January 5, 2026
Unprompted review
Reply from Rare London
Hi Gurivine,
Thank you so much for your kind words — we’re delighted to hear you had such a positive experience with our customer service. Your support truly means a lot to us, and we look forward to welcoming you back again soon!
Kind regards
Erin
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