Hunkemöller Reviews 4,087

Order number: 5200847100
Case number: 03522988
PostNord tracking number: 21841848081SE

I am currently experiencing the worst customer service and return process I have ever encountered with Hunkemöller.

I selected “return in store”, only to discover that the Linköping store is permanently closed. The online return portal does not allow you to change the return method once selected.

Customer service then instructed me to return the parcel privately via PostNord and confirmed that my shipping costs would be reimbursed. I followed these instructions exactly and sent the parcel to the address provided by Hunkemöller.

The parcel reached PostNord’s service point linked to Hunkemöller’s return address on 21 April 2026, but it was never collected. PostNord’s tracking shows repeated notices regarding missing or incorrect freight documentation, and PostNord has confirmed that a specific commercial return label from Hunkemöller is required in order for the parcel to move beyond the service point. As a private sender using the exact address details provided by Hunkemöller, I could not generate that label myself.

Despite multiple emails and calls, I still have no workable solution. By phone I was told that someone might “pick it up”, yet written responses confirmed that no collection would take place. I was also told to wait for the parcel to be returned to me and send it again at my own cost, even though PostNord confirmed this would simply result in exactly the same problem.

I followed all instructions, provided proof of return, proof of shipment, tracking information and receipts. The failure lies entirely with Hunkemöller’s internal return system and logistics processes.

I requested management intervention and received no response for over a week.

Hunkemöller then posted a public Trustpilot reply on 6 May 2026 acknowledging that:
• I “did everything right”;
• The issue was caused by the required commercial return label that only Hunkemöller can provide; and
• My case would be escalated urgently.

However, this response has led to no actual resolution. Trustpilot confirmed that Hunkemöller did not use the “Request Information” function, meaning they are not notified when customers update reviews with the information publicly requested. Customers also cannot properly reply to company responses, leaving the process effectively one sided.

On 7 May 2026, I again contacted Hunkemöller via online chat, provided all details, including the Trustpilot response and PostNord information, and requested escalation to management. After repeating the same advice to “send the parcel again”, the agent abruptly ended the chat without offering any solution.

As a result, despite their public promises, the parcel is now being returned to me by PostNord and I still have:
• No refund;
• No reimbursement of the shipping costs; and
• No practical solution.

I am now stuck in a situation where:
• Customer service cannot resolve the issue;
• The return process cannot be completed because of Hunkemöller’s own label requirements; and
• My refund is effectively being withheld indefinitely despite clear proof of return and full compliance with all instructions.

At this point, I cannot recommend ordering from Hunkemöller. If anything goes wrong with a return, you risk being trapped in a broken system with no practical way to resolve it. Despite being legally entitled to a refund, I remain out of pocket, have spent many hours trying to fix a problem I did not create, and have experienced significant stress over what should have been a straightforward return process.

Placed an order, DHL says it was delivered - but it's not there. DHL said to talk to the seller. Filled out the form on the website, 0 response. No product they money is gone. Terrible customer service.

Terrible service. I placed an order on April 23, and I didn’t receive any information about the package for two weeks. I contacted customer service this week, and they said it was delivered to a store in Delft. However, that store doesn’t even exist anymore, and customer service is unable to provide any information about where the package was actually delivered.

It’s unacceptable that they would send a package to a store that no longer exists!
I want the package or my money back!
Bestelling: #358634965

I ordered from them and never received my package. When I called customer service the agent Mary was very rude and unhelpful and hung up on me. I still haven’t received a refund or my items. This company is full of thieves.

Extremly bad company, received a defect product.
When I questioned why I had to pay for return shipping for an item that was sent to me broken, they just ended the chat conversation.
Will never shop here again and don’t recommend anyone to make a purchase from them.

Use to buy only from hunkemoller my lingerie.
Lately quality became very bad. Metal going out of the bh( after washing hands), also after few wash start to be full of 'bubbles'
Not worth anymore for that price!
Very disappointed

I was in the store in Solna and the staff lied to me so i would buy more stuff. They said that i can get 10% only if i bought a pair of panties after already have bought for 1100kr. so i said yes but i could of gotten 10% either way because it was the first order of member 10% not something related to what you bought. also they made me a member without asking me first for permission.

Very disappointing experience with Hunkemöller online store. The Faith Body I ordered arrived incomplete/ordernr 5200840241/, the detachable lace sleeves mentioned in the product description were missing. I contacted customer service twice through their website form and also sent an email. But instead of receiving an apology or any solution, I have not received any answer at all. And it’s after more than two weeks!
This level of customer service is unacceptable!!! If you are understaffed, then you should hire more people. Even during busy periods, responding to customers should not take more than five days🤦🏻‍♀️

However, I would like to mention that the staff at the Hunkemöller store in Triangeln(Malmö) were extremely kind and professional. The manager there is always very nice, helpful and provides excellent customer service!

I received a faulty item and did not receive a refund for it because I was not able to return the product as I do not own a printer. ustomer service was very difficult to get reach of and in the end they were not able to help.

Bought from the store, love their designs and I think it’s a good price for the quality they offer

This was my first time ordering from Hunkemöller and after spending over £100, I deeply regret it.

I received no tracking information and had to call customer services just to obtain it. The order was meant to be Click & Collect via Royal Mail, yet the tracking showed it had been delivered to a residential address. The delivery photo clearly showed someone standing in a hallway without shoes — definitely not a collection point. I also received no email from Royal Mail confirming it was ready to collect, and when I contacted the Post Office directly, they confirmed they did not have my parcel.

I was told an investigation would be opened. After hearing nothing, I chased a week later, only to be told again that it showed as delivered — clearly no proper notes or action had been taken. A second investigation was then supposedly triggered.

Again, no updates. I had to chase for a third time and was finally told a refund would be processed. I am still waiting for that refund.

Communication is non-existent unless you chase repeatedly. You have to repeat yourself every time you speak to someone. When trying to follow up again, the phone system wouldn’t even put me on hold and directed me to live chat instead — where I waited 30 minutes with no response.

For a first-time customer, this experience has been shocking. Poor organisation, no follow-up, and zero accountability. I would strongly caution others before ordering, 1 Star is generous!

I love the quality, never had an issue, but past few of my orders have been cancelled without any explanation!

This shop is a complete scam. After placing an order, the money disappeared from my account and the order never arrived. It is impossible to contact customer service. I do not recommend it to anyone.

I got a voucher for an item that I returned in the store. I’m not able to use this voucher online. Totally useless. The items that I want are only available online and not in store anymore. Fix your outdated system.

I don’t normally write reviews, I was dubious about ordering given the low ratings however, I thought I’d take a risk. I have previously bought Hunkemoller but from a third party site. I have to say ordering from them direct I didn’t experience any problems. Item was as described, arrived well packaged, delivered by Royal Mail on time. I ordered on the 4/1/26 and had received it by 6/1/26 which is excellent for free delivery. Very happy, many thanks.

I received one wrong product in my order. I contacted their customer service to file a complaint and to get instructions on how to proceed in situation like this. I added pictures that show the error had occurred. They never replied. The possibility of returning was about to expire so I returned the item.
Their refund was less than 50% of the price I had paid.
As a customer I do not wish to cover the costs of the errors made by the company.

To be completely transparent and add value for others. I ordered fleece PJ bottoms in sale. Last pair. I paid and ordered on the 5th November 2025. No email confirming despatch went out. I called the customer service line, they hung up, were rude and catty. Then on 11th November, I get a random Royal Mail Tracking no saying to expect 24 hr delivery. After 5 days, I contacted Royal Mail, who informed me that the full despatch did not take place, the tracking number is not valid and the company hasn’t done th usual process of RFID tracking or photographing or filling out their required forms. Royal Mail said they can not do anything, and that I should contact the Hunkemolller again. Yet again, I was put on a 30 minute hold, and when the advisor came back from hold she said quote ‘hahaha OMG, you are still on the line’ adding with sarcasm - ‘thank you for your patience’. Hunkemoller customer help line then said that she has issued a return request and ‘if it is approved’?????? I will get a refund. Sorry? So the arrogance is extraordinary - it was like this company has a god’s given right to take 12 GBP but without delivering anything. In the UK this is a criminal offence and called theft.

The reality is……this is a failed retailer…..they are about to go under……they have liquidity issues which is why they have suspicious or tight stock holdings and why they just dont have the cash to issue refunds.

Many reviews say many other retailers are scam companies, but guys, this really is a scam company.

They are about to go out of business and when you order….from their relatively expensive range……you risk having your money STOLEN. The products are not high end, but primark and cheap Chinese polyester materials with poor stitching.

You are better going to H and M where you can at least trust H and M are not going to steal from you.

I’m really disappointed with the quality of the bras I bought from hunkemoller . I asked the sales assistant how to take good care of them, and she told me to handwash them carefully — which I did. Still, both bras became completely damaged after only a short time of use.

This is actually the second time this has happened to me with their products. I really like their designs, but the quality doesn’t match the price, and it’s frustrating to see them fall apart so quickly even with proper care.

Something went very wrong with this company recently...
I made orders with Hunkemoller before, and never had any problems - products arrived promptly, I was able to return what I didn't want to keep; to this day, some of my favourite underwear, was bought from them! Which is the only reason why they're getting at least 2-star, and not 1-star ratinh right now.
However, it seems like something went very wrong this year. I made an order earlier this year during one of the sales, ordering a whole lot of lingerie. It took more than a week before I received a notification of it being sent; on their website the order status was 'completed', but I still hadn't received my order, or even a tracking link. I reached out to customer service and got a tracking link to Evri - however, on their website the package status kept showing as "we're expecting it". Additionally, it asked on Evri website to provide your postcode to get full tracking details - when I tried to input my postcode it kept saying it's incorrect. I reached out to Hunkemoller again and they advised that the package was sent and that the postcode error is on Evri's side and that I should reach out to them instead... sigh. I waited a few more days and the status was still stuck on "we're expecting it". Eventually I reached out to the customer service AGAIN, and I was just refunded for my order - but it took like a month from the original order.
Now, I thought, unfortunate, but things happen - I ordered from them before without any problems. So I made the mistake of ordering again - this time only one set. Guess what? It's now been 2 weeks and I still haven't received my order. The status on their website was updated a couple days ago to 'sent/completed'. The Evri link shows "we're expecting it" status and when I try to put in my postcode, it says it's incorrect :/ Gonna have to try to get in touch with customer service again to get a refund... which will probably take another few weeks.
For the time being, I wholeheartedly recommend you avoid this company (or at least their online website)!!

Really disappointed with the value here. The design might be European, but the product is made in China and doesn’t feel worth the high price. I paid five times more for something that fades so quickly. I’ve had items from other ‘cheap’ brands that have lasted for years and survived countless washes—those really win the washing machine battle. na na na..No-value-for-money!!!