I cannot fault the service I received. Easy ordering and quick delivery, the beautiful skirt I purchased is of the most fantastic quality and fits like a dream. Would buy again 👏🏼
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I had to find that my returns were NOT refunded over a month after returning them. I contacted the company only to get a brief apology. Be careful with your returns check they have refunded you. Other... See more
8theryrs cardigan ordered17th march Returned same day - too small! No relatives - housebound- dependent on line for food/ clothing/sundries Thankfully compus mentus!! No refund so far -- s... See more
Company replied
I can't get enough of Kitri - the prints, cuts and fabrics excite me every season. I have bought many things over the years and have never experienced any of the issues raised in other reviews. It... See more
Company replied
Company details
Written by the company
Hi there! We’re KITRI, an independent fashion brand by a small team of creatives in London. Founded in 2017 by Haeni Kim, KITRI was borne from the frustration of not being able to find hard-working, well-made hero pieces that didn’t break the bank. A digitally focused direct-to-consumer brand, we produce all our styles in strictly limited quantities offering a fresh fashion collection every month without overproducing and contributing to waste. Plus, our limited quantities ensure you won’t bump into the same outfit on the street. Win, win!
Contact info
Unit 34A Regent Studios, 8 Andrews Road, E8 4QN, London, United Kingdom
- help@kitristudio.com
- kitristudio.com
3.0
Average
99 reviews
Replied to 53% of negative reviews
Typically replies within 2 weeks
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See how their reviews and ratings are sourced, scored, and moderated.
Send my return items
Send my return items, they got it and after 2 week I’m still waiting for my refund.
Don’t purchase from this brand I will never do it again!!!
November 28, 2024
Unprompted review
Reply from KITRI Studio
Dear Lola,
Thank you for your review. We're really sorry to hear about the delay with your refund and completely understand how frustrating that must have been.
After looking into your case, we can confirm that your return was mistakenly delivered to the wrong warehouse, which unfortunately caused a delay in processing your refund. We're truly sorry for the inconvenience and for the time you spent waiting.
We’ve since resolved the issue and your refund should now be complete. We've also reviewed our internal process to help prevent this from happening again.
Thank you for your patience and for bringing this to our attention. We're very sorry that this was your experience and hope we’ll have the chance to do better in the future.
Warm wishes,
The KITRI Team
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Great jumpsuit, very well made.
November 14, 2024
Unprompted review
Reply from KITRI Studio
Dear Jules,
Thank you so much for your kind words. We're so pleased to hear you’re happy with your jumpsuit and found it well made.
We hope you enjoy wearing it and look forward to welcoming you back soon.
Warm wishes,
The KITRI Team
I have been waiting for a refund on a…
I have been waiting for a refund on a cardigan that they acknowledged receipt of 19 days ago. I have messaged twice and have finally received a reply today to say they’ve sent an email to start the refund, but it could take another 4 days. What happened to instant access banking ….totally implausible. Not impressed
November 13, 2024
Unprompted review
Reply from KITRI Studio
Dear Jill,
Thank you for your review. We're really sorry for the delay in processing your refund and completely understand your frustration, especially after already waiting 19 days.
Your return was mistakenly delivered to the wrong warehouse, which unfortunately caused a delay in getting it registered in our system. Once it was located, we processed your refund straight away, but we're sorry it took your follow-up for this to be resolved.
We know how important prompt refunds are and we’re reviewing our processes to help prevent this happening again. We truly appreciate your patience and are sorry for the inconvenience this caused.
Warm wishes,
The KITRI Team
Paid for an item that wasn't actually available
I ordered a cardigan from kitri a couple of weeks ago. It should have been delivered within 3-5 working days.
The item hasn't been delivered - it hasn't even been sent - and customer service have yet to respond to my emails on the matter.
It'd be really helpful to have a delivery date, an explanation and honestly at this point a partial refund. Delays happen, but the lack of communication is infuriating.
Update: have received an email stating that
"after checking with the warehouse It appears that there has been a shortage of the product, and as a result, we have issued a refund for your order"
So I ordered and paid for an item that wasn't available.
If I hadn't raised the issue they could have just taken my money without delivering the clothing I paid for. Really poor service.
I've been told the refund will take 1-4 business days and offered a 20% discount off my next order. Hilarious because I won't be ordering from them again.
October 24, 2024
Unprompted review
Reply from KITRI Studio
Dear Coen,
Firstly we are so sorry for the delayed response. Thank you for your review and for updating it with the outcome. We're truly sorry for the experience you had and completely understand your frustration.
This situation was the result of an internal error during an exceptionally busy period over Black Friday. Unfortunately, the item you ordered went out of stock and was not flagged in time, which meant you weren’t notified before placing your order. That should never have happened, and we’re very sorry for the delay, the confusion and the lack of communication around your order status.
We’ve since refunded your order in full and taken steps internally to review and improve our stock visibility and customer updates during peak periods. Your feedback has been really valuable in helping us address where things went wrong.
We're very sorry that this was your first experience with KITRI and hope that, in time, we might have the opportunity to leave you with a better impression.
Warm wishes,
The KITRI Team
Very slow returns and refunds
Agree with other reviews, returns and refunds process is way too slow for a competitive business. They state 14 working days from the time if arrives in their warehouse which is practically 3 weeks. Then had to chase for the refund after this time. Staff were helpful and resolved quickly but it has deterred me from using this online retailer again unfortunately.
October 18, 2024
Unprompted review
Reply from KITRI Studio
Thank you for taking the time to share your feedback. We're really sorry that the delay in processing your refund left you feeling disappointed, and we completely understand your frustration.
While our returns policy does state up to 14 working days from when the item reaches our warehouse, we recognise that this can feel like a long wait - especially when compared to other retailers. We're reviewing our processes to improve both speed and communication, particularly during busy periods.
That said, we’re really glad to hear our team was helpful and able to resolve things once you got in touch. We're genuinely sorry to have put you off shopping with us again and hope that, in time, we might have the opportunity to provide you with a better experience.
Warm wishes,
The KITRI Team
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quick and helpful service
Incredibly quick and helpful service from Cathe following a delayed delivery, thank you!
September 30, 2024
Unprompted review
Reply from KITRI Studio
Dear Kira,
Thank you so much for your kind words. We're so pleased to hear Cathe was able to help and that the service felt quick and supportive.
We'll be sure to pass your thanks along to her. We hope to see you again soon.
Warm wishes,
The KITRI Team
Poor quality fabrics
I have a few items I love from Kitri but I'm not particularly impressed by the so called 'premium quality'. In particular I purchased a white blouse from two years ago and have only worn it a handful of times but it has a couple of rips in the collar where the fabric just seems to have thinned out so much that it randomly ripped though. I even tried to have a seamstress fix the blouse and they said it wouldn't be possible. Really disappointing as other blouses I've purchased elsewhere, at the same price point, and have worn much more have held up way better (I've definitely got an Arket button up that's 2 years older, the same fabric, and in much better condition).
October 4, 2024
Unprompted review
Reply from KITRI Studio
Thank you for taking the time to share your feedback. We're really sorry to hear about your experience with the blouse and completely understand how disappointing it must have been, especially when you’ve looked after it and expected it to last.
We always aim to create pieces that balance beautiful design with quality and longevity, so it's disheartening to hear that this one hasn’t lived up to expectations. As we are unable to identify your order we can't investigate this further, can you please get in touch with our team at help@kitristudio.com with more information.
We really appreciate you taking the time to share your experience, and we’re glad to hear that you’ve had some pieces you’ve loved from us in the past. We hope we’ll have the chance to win back your confidence in future.
Warm wishes,
The KITRI Team
Gift card issue
I was having issues with a gift card and Cathe was quick to respond and help resolve the issue. I was able to complete my purchase and now I am waiting for it to arrive. Always great to have someone quickly help.
September 4, 2024
Unprompted review
Reply from KITRI Studio
Dear Leslie,
Thank you so much for your kind review. We're so pleased to hear that Cathe was able to assist you quickly and help resolve the gift card issue.
Warm wishes,
The KITRI Team
Fraudulent operations
I had an incredibly disappointing experience with Kitri. Not only did they take payment from my account without any prior communication, but they also shipped a dress back to me claiming it has a smell of perfume. The dress was unworn, aside from a brief try-on, yet they refused to acknowledge this and dismissed my concerns entirely. They only found issue with the dress after it had been in their warehouse for over a week - extremely suspicious. This whole situation feels fraudulent.
The lack of professionalism and disregard for customer service is shocking. Communications have been poor and delayed. Unfortunately it is my word against theirs, which leaves me in a difficult position. The complaint has not been escalated appropriately.
Their handling of this situation has been nothing short of appalling. I would advise anyone considering this brand to think twice before purchasing—be prepared for poor customer service and a complete lack of accountability if something goes wrong.
August 27, 2024
Unprompted review
Reply from KITRI Studio
Dear Mirali,
Thank you for taking the time to share your feedback. We're genuinely sorry that this situation has left you feeling frustrated and disappointed.
We understand how upsetting it can be to have a return rejected, especially when you feel confident in the condition it was sent back in. After a careful inspection, the item was found to have stains on it, signs of wear and a strong scent of perfume, which is why it was returned to you and the refund could not be processed. We appreciate this may not align with your experience and we’re sorry that the outcome has felt unfair.
Our returns policy is in place to help us ensure all items can be resold in the best possible condition for our customers. That said, we’re always reviewing how we communicate and handle sensitive cases like this, and your feedback has been noted by our team.
We're very sorry that this has been your experience and that it has affected your view of KITRI.
Warm wishes,
The KITRI Team
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Still haven’t received my order and no…
Still haven’t received my order and no response from customer service. Was a faithful customer, feeling quite disappointed now.
August 30, 2024
Unprompted review
Reply from KITRI Studio
Dear Kuzvia,
Thank you for your review. We're really sorry for the delay with your order and for the lack of communication that left you feeling let down, especially as a loyal customer.
Your order was slightly delayed, and we processed a full refund following your request to cancel. The item was already en route at that point, which is why it still arrived after the refund had been issued.
We completely understand how frustrating this situation must have felt and are very sorry for the inconvenience it caused. We’re reviewing our processes to make sure we’re communicating more clearly and promptly in these instances.
Warm wishes,
The KITRI Team
Fantastic service and communication…
Fantastic service and communication from Cathe. Helped me to source a replacement dress in double quick time for my daughter’s wedding when timing was crucial. The dress is gorgeous too
August 21, 2024
Unprompted review
Reply from KITRI Studio
Dear Claire,
Thank you so much for your lovely review. We're so pleased to hear that Cathe was able to help you find a replacement dress so quickly, especially for such an important occasion.
We're thrilled that everything worked out in time and that you’re happy with the dress.
Warm wishes,
The KITRI Team
Cathe went above and beyond
Cathe at customer services, went above and beyond to help me with my issue. Resolved the issue with a suitable outcome. I felt valued as a customer. The issue could have deterred me from buying again but the support from customer services has more than made up for this.
Thank you!
August 7, 2024
Unprompted review
Reply from KITRI Studio
Thank you so much for your kind words. We're so pleased to hear that Cathe was able to support you and turn the situation around with a positive outcome.
It means a lot to us that you felt valued and looked after — that’s exactly what we aim for. We're truly grateful for your patience and so glad to know you're feeling confident about shopping with us again.
Thank you for taking the time to share your experience.
Warm wishes,
The KITRI Team
Excellent customer service
I bought a summer dress from Kitri over a year ago. It's beautiful and of great quality but one of the buttons fell loose and I lost it. I contacted Kitri by email. Cathe was quick to respond and contacted the supplier to obtain a replacement for me. She kept me updated and posted me a few buttons for future use, completely free of charge. Excellent and fast service. Would definitely order again.
August 7, 2024
Unprompted review
Reply from KITRI Studio
Dear Atifha,
Thank you so much for your kind review. We're so glad to hear you’re still loving your dress and that Cathe was able to help with a replacement button so quickly.
It’s always our goal to make sure you can enjoy your pieces for years to come, and we’re delighted the service made a lasting impression. We’ll be sure to pass your lovely feedback on to Cathe.
Warm wishes,
The KITRI Team
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Gorgeous dresses with fast shipping in…
Gorgeous dresses with fast shipping in eco friendly packaging. Received prompt and grear customer service when a refund wasn't issued by mistake.
July 30, 2024
Unprompted review
Reply from KITRI Studio
Dear Anne-Marie,
Thank you so much for your lovely review. We're so pleased to hear you're happy with your dresses and that your order arrived quickly and thoughtfully packaged.
We're also glad our team was able to resolve the refund issue promptly. Your kind words mean a lot, and we really appreciate your support.
We hope to see you again soon.
Warm wishes,
The KITRI Team
Order not refunded despite 14 working…
Order not refunded despite 14 working days have passed, have sent an email and not received a reply. There doesn’t seem to be a contact no for customer services. Do not order from this company.
July 29, 2024
Unprompted review
Reply from KITRI Studio
Dear Helen,
Thank you for your review. We're really sorry for the delay in processing your refund and for the lack of communication that left you feeling frustrated.
Your return was mistakenly delivered to the wrong warehouse, which unfortunately caused a delay in registering it in our system. We understand how concerning this must have felt, especially when you didn’t receive a timely update from us. We're also sorry for the inconvenience caused by not having a phone number available for immediate support.
Your refund has now been processed, and we've taken steps internally to help prevent this from happening again.
Thank you for your patience, and we're truly sorry for the experience you had.
Warm wishes,
The KITRI Team
I won’t be ordering from KITRI again
I won’t be ordering from KITRI again - they received my return on the 4th of July and emailed me to say I would receive a refund within 14 working days. Well 14 working days has passed and I still haven’t received a refund. I have emailed them to follow up on this but still haven’t received a reply yet.
July 4, 2024
Unprompted review
Reply from KITRI Studio
Dear Louisa,
Thank you for your review. We're really sorry for the delay you experienced with your refund and completely understand how frustrating this must have been.
Your return was mistakenly delivered to the wrong warehouse, which unfortunately caused a delay in processing. We're also sorry you didn’t receive a prompt response when you followed up - we understand how important timely communication is, especially in situations like this.
Your refund has been processed, and we’ve taken steps to improve our internal systems to help prevent this from happening again.
Thank you for your patience and for taking the time to share your experience. We're very sorry for the inconvenience caused.
Warm wishes,
The KITRI Team
Such a shame as the clothes are nice…
Such a shame as the clothes are nice but after waiting over the 14 working days for a refund minus delivery charge to have to email a reminder for no refund to then be told it’s been actioned and will be in my account in 3 working days !!!! Seriously this is not good so my item was returned and received 26/06/24 and I might get my refund almost a month later …… just lost yourself another customer SHOCKING
July 16, 2024
Unprompted review
Reply from KITRI Studio
Thank you for your review. We're truly sorry for the delay in processing your refund and completely understand your frustration, especially given how long you waited.
Your return was unfortunately affected by an internal error that caused a delay in it being registered at the correct warehouse. As a result, your refund was not processed within the promised timeframe, and we’re very sorry that you had to chase us to have it resolved.
We know this experience has been disappointing and are sorry to have lost your trust. We’ve since taken steps to improve our internal processes to avoid delays like this in future.
Thank you again for your feedback - we appreciate you taking the time to share it.
Warm wishes,
The KITRI Team
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Had to chase but ultimately a great help
I emailed about returning two orders in one parcel and got a helpful response (it is allowed), but then had to chase for the actual refunds, following that I immediately got a response and the refund. Thanks
July 16, 2024
Unprompted review
Reply from KITRI Studio
Thank you for your review. We're glad to hear our team was able to help with your return query and that everything was sorted in the end.
That said, we're sorry you had to follow up to receive your refund - we understand how frustrating that can be and are working to improve the speed and clarity of our returns process.
We really appreciate your patience and kind words, and hope to welcome you back again soon.
Warm wishes,
The KITRI Team
Order two dresses via the try before…
Order two dresses via the try before you buy, return them within the timeframe and was confirmed as a return. Was then charged for the two dresses a few weeks later.
The issue was resolved and I was refunded however no proper apology or customer service.
Harper Try Before You Buy were very helpful though.
July 1, 2024
Unprompted review
Reply from KITRI Studio
Dear Louise,
Thank you for your review. We're really sorry for the confusion and delay around your Try Before You Buy return, and we completely understand how frustrating it must have been to be charged after your return was confirmed.
While we're glad to hear the issue was resolved and that the Harper team were helpful, we're sorry you didn’t feel properly supported by us throughout the process. That’s not the experience we want any of our customers to have, and your feedback has been shared with our team so we can do better moving forward.
Thank you again for taking the time to share your experience.
Warm wishes,
The KITRI Team
Love their clothes but their customer…
Love their clothes but their customer service is awful and the agents are rude, wouldn’t order directly from them again! They also way over charge on customs!
July 4, 2024
Unprompted review
Reply from KITRI Studio
Dear Sarah,
Thank you for your review. We're really sorry to hear that your experience with our Customer Care team fell short of expectations. That’s not the standard of service we aim to provide, and your comments have been shared with the team to be addressed internally.
We’re also sorry to hear that customs charges came as a disappointment. These fees are set by local authorities and are unfortunately outside of our control, but we understand how frustrating they can be and are actively exploring ways to make this process clearer and more seamless for our international customers.
We’re glad to hear you love the clothes, and we’re truly sorry that the service experience has affected your trust in us. We hope to have the opportunity to do better in future.
Warm wishes,
The KITRI Team
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