Hoxton Gal Reviews 164

Would NOT recommend.

I ordered bridesmaid dresses through Boohoo via Hoxton Gal, but the order arrived a week late, meaning we missed the deadline to try them on. I returned the full box in its original condition with all dresses included.

Two months later, I am still battling for almost £1,000 in refunds. I’ve been given different information each time I contact them, first they said 3 dresses were returned, then 5, then 8. The latest update is that they believe it’s a warehouse issue, but are saying the liability for the “missing” dresses falls on me.

I’ve never experienced customer service like this and have spent weeks and weeks chasing daily with no resolution. Extremely disappointing and stressful. Do not use!

Ordered through Debenhams 20 April and still no order...tried several times to contact but still waiting

Giving one star because I can’t give none. Dress returned 13 days ago. We have the relevant paper trail. No acknowledgment or response to emails requesting status update. As of tomorrow in breach of consumer regulations. Do not buy from this company. They send shoddy goods and do not care about their customers.

I haven't received my goods, I have tried to contact them several times, email, online chat, online message. No response from anyone, worst customer service I have experienced in a long time. They have my money I don't have my goods. Wouldn't recommend them, plenty of decent companies you can use instead.

I had to return an item from boohoo as it was next day delivery but took over a week to deliver and was no longer needed , it was delivered back within a day but no email or refund received after 10 days so emailed and Tughan immediately sorted out the return and refund I will not buy from boohoo DBX again as it is a pain in the ar..
I take that back I still have not received my money back now I’m going to the financial ombudsman please avoid buying from this company

Received my parcel quickly and whilst it was absolutely beautiful, I did have to return it for personal reasons. I sent it back but did have to chase the refund today and spoke to Tughan who dealt with this so quickly and issued a refund straight away. Excellent customer service!

Absolutely shocking company. They agreed to send me an exchange on 02.12.25. I waited weeks and after lots of chasing (a month!) they sent me the WRONG pair. I immediately sent these back for a refund. This was in January. No refund and after chasing they had the cheek to say they cannot refund after 90 days. I have repeated myself continuously. This was also through Debenhams who conned me in to some protect fee to protect my order.

Amazing! Thank you

Completely different blouse to the photo.
No option to return so had to contact.
Eventually got an Evri code.
Sent it back .
Still no refund.
Contacted again via email.
Was asked for tracking number which I give.
Havent heard anything since.
Not answering emails.
Do not use.
Still not got refund

Do not use. I’m still waiting for a refund since January. They don’t reply and when they do they ask for information you have already given them.
Quality of goods is shocking.

Ordered some shorts through debenhams they arrived quickly but did not fit i returned them 3 weeks ago.Evri showing they've received the item back on the 5th February. I have emailed them 4 times with no reply or refund very poor customer service

I bought some items from Debenhams from Hoxton gal label. As I did not like the fitting I returned them weeks ago . When no refund came I emailed them

For last 4-5 weeks I am made to go round in circles for refund . Was asked to give order number , tracking number . After each was given there is gap of a week or so before you get reply . Then I get email saying they can’t find original order number. So I sent the email from Debenhams with whole order in it . .

Guess what I get email telling me how to return items !!!! So I had to reply that I returned them weeks ago . Now again I am asked tracking number . Funny enough it is same person dealing with it all . Still no refund !!!
Why is a reputable store like Debenhams keeping this brand . It is ruining their reputation as I never had problems before
After I received a reply on trust pilot I sent the details . Same person Mert replies saying order number is incorrect . Contact Debenhams !!!!! This was from 09/03/2026

It is very difficult to return an item to this place. It took Mert 3 weeks to reply to my emails asking for a returns code. When I finally returned my items it took 4 weeks for a refund and only 2 out of 6 items were refunded and my emails are being ignored. The clothes are also cheaply made and not of very good quality, which was my reason for returning the items. This is not a well known company, the items are sold through well known companies and it is not made very clear that you are purchasing items from Hoxton gal. Looking at the other reviews it is clear that this is a terrible company and it is ripping off customers.

Update… I have since emailed Hoxton Gal after they have replied to this post, and surprise surprise they are ignoring me.

Terrible non-existant customer services. This was advertised under the Wallis website as Hoxton Gal but when you want to return an item there is no contact number you just have to email another company called dbz and their email is another name entirely 'mert fashion'. If you try to contact Wallis directly you can't if your laptop isn't Ios 11 compliant. There's an alternative messenger link but you can't get into it unless you already have log in details for it. So basically no way to contact anyone other than this 'mert' email which so far hasn't replied to several emails. The quality of the clothing is appalling, cheap sweat shop crap. The items were reduced in a sale but even then were overpriced. I can't believe anyone would pay the full price for these clothes, around £80 to over £100 for flimsy badly made rubbish. Presumably they make their money by making it impossible for you to return the goods for a refund. Why is there no Hoxton gal contact number? Surely this is against trading standards in the UK, we are meant to have clear channels to make complaints and get refunds. Avoid!

Terrible experience. I ordered a navy blue top and a dress but received a black top and a white top instead. The white top was defective as well. Completely different items from what was advertised on the website. Called seller he admit his mistake but ignored me even after sending email twice to arrange return. Very disappointed and would not recommend.

I've attempted to contact this company to arrange a return as they state and have made no attempt to respond.

Items to return from the order UK1125752281

Product code / SKU : M5063874024218

I thought I ordered from boohoo because I didn’t realise I was buying through a third party seller. I didn’t like the top because the quality was absolutely awful. I had to wait a while for Mert (the company owner) to reply to me with a returns code (there is no other way to do a return, you have to email the company). When I returned it I accidentally added an expensive top that I was meant to return to another company into my parcel. Mert confirmed that they have the additional item but refused to return it although I have said I will pay for the return shipping. I have emailed every day and he is now ignoring my emails. So I have now missed the return date for that item and Mert won’t send it back to me. I realise it was my mistake but I don’t understand why he won’t return it to me after confirming it is in his possession.

the product is nice and the delivery was fast.”