Always loved their stuff for year before they shut down (temporarily). The quality was amazing and so was everything else.. I miss them
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
See what reviewers are saying
As an influencer, finding quality clothing can be tough, but Kollyy never disappoints! Their clothes are stylish, durable, and crafted with love. I love partnering with a brand that always comes throu... See more
Absolutely no way to track orders unless you direct message. Order was 5 days outside of stated time of delivery and none of the items were true to size. I am now finding it impossible to locate how t... See more
Company replied
The clothing quality is unreal!! They are just like their images! I was worried about the quality and fit of their clothing as it's an affordable brand, but the quality is just amazing. All the clothe... See more
Contact info
12 Galahad Road (Not Return Address), BR1 5DT, Bromley, United Kingdom
- service@kollyy.com
- kollyy.com
3.6
Average
297 reviews
Replied to 100% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Avoid at all costs
Avoid at all costs. I ordered a size medium I couldn’t even get the top over my head it was that small! No option to return easily you have to go onto the chat and speak to a robot who then says you will get an email within 48 hours with a return label. Well I tried 6 times to get this retun label and they still haven’t sent it! Yeah I have checked my spam folder too. Order number is HBMDIFXO00032292 if you would like to send me the return label now and I will take this review down! So the scam is they never sent you a return label so it’s impossible to return anything unwanted they keep your money and you lose out!
September 8, 2023
Unprompted review
Reply from Kollyy
Dear customer
Thank you for your message regarding the issue with the size of the item you received and the difficulties you encountered when trying to return it. We apologize for any inconvenience caused and we would like to clarify some information.
Firstly, we would like to remind you that the sizing standards of different items may vary, which is why we provide detailed size charts on our website to help customers choose the correct size. However, if the actual dimensions of the item you received are different from the ones stated on our size chart, please send us photos of the item with size measurements so we can investigate and address the issue.
Regarding the returns process, we apologize for any delay in responding to your inquiries as our customer service team has been experiencing a high volume of inquiries recently resulting in slow online responses.
However, please be assured that we have now sent the return label to you through service@kollyy.com. If you do not receive the email, please contact us via online chat and one of our representatives will assist you further. You can find the chat button on the bottom right corner of our website. Please note that during peak hours, there may be a short wait time to speak with our representative.
We take all feedback seriously and strive to improve our products and services. We appreciate your patience and understanding in this matter and we look forward to resolving this issue for you.
If you need additional assistance, please feel free to contact us by email at service@kollyy.com. We will reply to you within 24 hours.
Best regard,
Echo
KOLLYY
They’re honestly my favourite store…
They’re honestly my favourite store right now. They stock unique items & at affordable prices! They deliver on time as well :))
September 18, 2023
Unprompted review
Spent $170 ($30 was shipping alone)…
Spent $170 ($30 was shipping alone) They sent two faulty items and the quality is extremely poor and the only solution they offered was to hold onto the item, because it costs the customer to send items back for a return, that it can be a “lengthy process” so I should keep the items and accept a 25% refund. Not sure how they have over 100k in followers but this is a company who only cares about money. Who has no values or care for their customers. I went from
Excited to extremely dissapointed and the way they problem solve well, could you even call it that. Do not buy from this company.
September 14, 2023
Unprompted review
Reply from Kollyy
Dear customer
Thank you for your message, and we apologize for any inconvenience caused by the faulty items you received.
Regarding the shipping cost, we only offer free standard shipping. If you selected express shipping, the shipping cost would be more expensive. We regret to inform you that we cannot refund the shipping cost since the order has been successfully shipped.
Regarding the faulty items, could you please send us some pictures of the items so that we can check them? If we have indeed sent faulty items, we will offer you a refund or resend the product.
We understand that returning the item can be a time-consuming process, and we value our relationship with you as a customer. Therefore, we will offer compensation and hope you will consider accepting our offer instead of returning the product. However, please note that you still have the right to reject our offer and return the product for a full refund.
We apologize for any inconvenience caused, and we appreciate your patience and understanding.
If you need additional assistance, please feel free to contact us by email at service@kollyy.com. We will reply to you within 24 hours.
Best regard,
Echo
KOLLYY
Kelly and Olly are extremely polite and…
Kelly and Olly are extremely polite and nice individuals serving their tasty coffees with smile and great attitude.
Highly recommended!
Aleks
September 15, 2023
Unprompted review
Still waiting on a refund after they received my items 2+ weeks ago
Left a review a few weeks ago regarding my experience and it’s just gotten worse from there. After receiving a return label and having to pay for my own shipping the warehouse they received my parcel on September 2nd. Now on September 14th I have still not received a refund. Anytime I try to chat to their online chat customer service they tell me to hold then end the chat so I am still no further forward. They also flagged my last review as not honest and tried to get it removed until I sent proof of the interactions with them to trustpilot who deemed it as honest in the end. Company is a complete scam who sell poor quality clothes and refuse refunds. I’ve attached my order number to make it easy for kollyy to help.
September 14, 2023
Unprompted review
Reply from Kollyy
Dear customer
Thank you for bringing the issue regarding your recent order to our attention. We sincerely apologize for any confusion or inconvenience caused by the returns process.
Sorry to hear that the product does not meet your expectations. We have been paying attention to the quality issues and keep working on improvement.
About the chat issue, when there are too many customers asking questions. The customer service response will be a little slower, please understand.
Regarding the refund of return parcel, according to our return instructions, you will need to send us a photo of the returned package (must include proof of our return label and waybill of shipping carrier) and a tracking number. We regret to inform you that we cannot issue a refund to you now because no tracking information was returned to us. Would you please contact your delivery company to get your tracking number or send the return receipt to our customer service? Once we got this information and match your return request, we will process the refund for you. We have sent an email to you about your require today, please check soon.
According to our return policy,the buyer is responsible for the return shipping cost. Well received your feedback regarding the return policy. We are sorry that this makes you down and will strive to improve the quality of our services and for better policy. What we have been trying to do is to make you have a good experience of shopping.
If you need additional assistance, please feel free to contact us by email at service@kollyy.com. We will reply to you within 24 hours.
Best regard,
Ashley
KOLLYY
A fake scam company do not use them…
A fake scam company do not use them ever. Takes your money, doesn’t ship it and then pretends to ship to your address which they switch at the last minute. Total scam. Even their Customer service admits they cannot change the way it is.
September 8, 2023
Reply from Kollyy
Dear Customer,
Thank you for bringing the issue regarding your recent order to our attention. We sincerely apologize for any confusion or inconvenience caused by the delivery issue.
We are a legitimate company. Our team is committed to processing and delivering orders as soon as possible, but sometimes unforeseen circumstances may cause delays in shipping. Our estimated delivery date is based on several factors, including the destination address, and the time we assemble and prepare your items for shipment. For more details, you can check the shipping policy here: https://www.kollyy.com/information/shipping-policy
About the address issue, please note we will ship to the shipping address you left when ordered, we won't change address without customer's permission.
I’d love to confirm more details about the issue you mentioned. Would you mind providing us with your order number? We've already sent a private message to you, please check and we are looking forward to your reply.
Thank you for taking the time to share your feedback with us. We appreciate your honesty about your experience and we will definitely take your comments into consideration to improve our service.
If you need additional assistance, please feel free to contact us by email at service@kollyy.com. We will reply to you within 24 hours.
Best regard,
Ashley
KOLLYY
Dreadful…
Absolutely no way to track orders unless you direct message. Order was 5 days outside of stated time of delivery and none of the items were true to size. I am now finding it impossible to locate how to create a return and send the items back. Do not bother ordering from this site, clothes are cheaply made and similar quality to Shein but no where near as cheap and take an age to arrive. Dreadful experience.
September 1, 2023
Unprompted review
Reply from Kollyy
Dear customer
Thank you for taking the time to share your feedback with us. Our apologies for any inconvenience this may have caused.
Our team is committed to processing and delivering orders as soon as possible, but sometimes unforeseen circumstances may cause delays in shipping.
Regarding tracking your order, usually you will receive a tracking number when it is shipped. You can check the status of your order by visiting https://kollyy.com/order-query
Sorry to hear that the product does not meet your expectations. We have been paying attention to the quality issues and keep working on improvement.
Your feedback is highly appreciated and we will forward it to our relevant department. We are committed to providing quality products and services to you.
There is a size chart under the product details of each item. If the measurement of your received item is not the same as the corresponding size chart, then could you measure it with a measuring tool and send the photos to our customer service center? We'd like to offer you a satisfied solution after checking. Looking forward to your reply.
About returns, our website support returns within 15 days of the delivery date. We have sent an email to you about your require today, please check soon. For more details, you can check the return policy and how to submit return here: https://kollyy.com/information/refund-policy
Thank you for taking the time to share your feedback with us. We appreciate your honesty about your experience and we will definitely take your comments into consideration to improve our products and service.
If you need additional assistance, please feel free to contact us by email at service@kollyy.com. We will reply to you within 24 hours.
Best regard,
Ashley
KOLLYY
The clothes are very true to their…
The clothes are very true to their pictures and fit so well! I love the unique styles they have and the endless options!
August 22, 2023
Unprompted review
Love Kollyy!
I've always had a great experience with this brand! Their team is very friendly and professional, they respond in a timely manner. :) In love with their product design, style and quality! Strong recommend!
August 17, 2023
Unprompted review
Gave me the wrong tracking number
I ordered from Kolly a little more than a week ago. It says my tracking order is incorrect and it has not been shipped. I do not have any type of record of my order whatsoever. I feel as if they gave me a false order number.
August 10, 2023
Unprompted review
Reply from Kollyy
Dear Customer,
We apologize for the inconvenience you have experienced with your recent order from Kollyy.
We assure you that it is not our intention to provide false or incorrect order information. We apologize if there has been any confusion or error in this regard. We take this matter seriously, and we are committed to resolving it for you.
According to the email address you provided, we find your order and emailed you the latest order status. Your order was shipped out within 24 hours of the payment, and there is no delay.
Hope our item would meet your satisfaction.
If you need additional assistance, please feel free to contact us by email at service@kollyy.com. We will reply to you within 24 hours.
Best regard,
Echo
KOLLYY
SCAM
I left a review 23rd July stating that I could not get in touch with Kollyy to return my order that I placed on the 15th July. They responded saying that they had emailed me back blah blah and that I should check my junk/spam. Absolute lies I've emailed SEVERAL emails that I could find for Kollyy and not a single reply so do NOT believe the responses they put on here. I said I was willing to remove my review as I was hoping that it was just an error but they are definitely scamming people and not giving refunds when their products are absolutely garbage and low-quality. If they are willing to ACTUALLY contact me and refund my order I will, as I said before, remove this review. If this review still remains then it is clear they have not even tried to help me. My order number is HBMDIFXO00030194 so you can find my email within my order and I'm presuming if you claim you've sent me responses then you can get my contact number from there too so feel free to call me
July 15, 2023
Unprompted review
Reply from Kollyy
Dear Customer,
We apologize for the frustration and inconvenience you have experienced with our customer service and the return process.
Upon checking, we did reply to your email on 2023-07-23, 2023-07-24, 2023-07-28.
You did not submit any return request on our system. Please reply to the latest email we sent today. We will submit a return request for you.
We apologize if you have not received a response from us via email. We want to assure you that we do respond to every message we receive, and it is possible that our response may have been overlooked or gone to your spam or junk folder. Sometimes email operators identify our emails as advertising emails and automatically block our emails.
If you still cannot receive our emails, please contact us with another email address (such as Gmail), or contact us via online chat. You can find the chat button on the bottom right corner of our website.
We assure you that we take customer feedback seriously, and we are committed to resolving this issue to your satisfaction. We apologize for any inconvenience caused by the delay in processing your return and the quality of the products received.
Thank you for your patience and cooperation. We look forward to speaking with you and resolving this issue promptly.
Sorry, we don't have phone service. If you need additional assistance, please feel free to contact us by email at service@kollyy.com. We will reply to you within 24 hours.
Best regard,
Echo
KOLLYY
Kolly's employees are very polite and nice.
Kolly's employees are very polite and nice. If you have any questions or something similar, they answer quickly and the clothes are of good quality and fit well!!
August 11, 2023
Unprompted review
I ordered 2 items on the 30th of June
I ordered 2 items on the 30th of June. One item has arrived and the other hasn't but something else that is completely different has came instead?
I needed this item for a festival. Your website is shocking when it comes to trying to process the refund for an item it just glitches.
I ordered a cream corset and a seethrough hot pink mesh skirt arrived? It's extremely unprofessional to mix up orders, if you can't handle loads of orders, don't have lots of stock for mix ups, why am I baring the brunt of missing an item or being out of pocket for your cheap negligent error?
I want a refund on the item. Or the item to arrive.
Some of your clothing may be viral but going via these reviews, you can find dupes and it's not worth it for the hassle of the unknown, that the company you have bought from is incapable and has made this error time and time again.
Also a confirmation email instead of spamming me with your $hit discounts would be a better route to go down and now don't tell me to check my spam box, it isnt and was never sent.
August 11, 2023
Unprompted review
Reply from Kollyy
Dear customer
We apologize for the inconvenience and frustration you have experienced with your recent order.
We understand the importance of receiving the correct items in a timely manner, and we apologize for any inconvenience caused by the mix-up. To address this issue, please email us a picture of the wrong item. We will forward this issue to the relevant department, and offer a refund or a replacement order if we did send a wrong item.
We apologize for any difficulties you encountered while attempting to process the refund on our website. We are continuously working to improve our online platform to ensure a seamless and user-friendly experience for our customers. We appreciate your feedback and will investigate the issue you mentioned regarding the refund process.
Regarding the communication, we apologize if you did not receive a confirmation email for your order. We understand the importance of keeping our customers informed throughout the ordering process, and we apologize for any inconvenience caused by the lack of communication. We will review our email systems to ensure that our customers receive timely and relevant notifications regarding their orders.
If you need additional assistance, please feel free to contact us by email at service@kollyy.com. We will reply to you within 24 hours.
Best regard,
Echo
KOLLYY
It’s been 10 business days since I’ve…
It’s been 10 business days since I’ve placed my order and it still says processing. I don’t understand what’s going on. This is the worse first impression everrr!!!! I don’t think I would ever order again or refer anyone.
August 8, 2023
Unprompted review
Reply from Kollyy
Dear Customer,
We apologize for any inconvenience caused by delivery issue.
Sorry for the delay issue. The items are hot sale items. Please be assured that we are doing everything we can to get your order shipped out to you as quickly as possible. Once it be shipped out, we will email you the tracking number.
Our team is committed to processing and delivering orders as soon as possible.
Thank you again for your feedback on our response time. We always strive to provide prompt and efficient service to our customers.
If you need additional assistance, please feel free to contact us by email at service@kollyy.com. We will reply to you within 24 hours.
Best regard,
Ashley
KOLLYY
Argh where do I even start
Argh where do I even start! All the items fit me perfectly! The quality is so good! I am obsessed with my new pieces!!!! And I’m definitely getting more!
August 7, 2023
Unprompted review
Kollyy: Love at First Wear!
As an influencer, finding quality clothing can be tough, but Kollyy never disappoints! Their clothes are stylish, durable, and crafted with love. I love partnering with a brand that always comes through, making my job a breeze. Kollyy is a game-changer for influencers like me! 🌟 #KollyyLove #InfluencerFave
August 5, 2023
Unprompted review
Strangest customer service ever
Received a bunch of emails saying my ordered had been "received" (delivered). I checked my flat, with all of my neighbours, in the close etc. Nowhere to be found. I spoke to a customer service agent on chat who advised it has been delivered, I assured them its not here.
I was advised to wait a day as the post office might have updated in advance when it actually hasn't been delivered - I've never heard of a delivery system doing this, it makes no sense.
I queried this and the response was "I guess you could wait a few days and see?" - you "guess"?! Do customer service have any training?
My order still hasn't arrived and I'm no further forward with answers. I dont even know what courier service they use. Still keep emailing me discount codes though. How about you get my stuff or refund me before trying to sell anything else?
Evri have been unable to update my tracking or delivery information and continue to tell me to contact the seller. I appreciate the update that it is "due to be delivered today", but that is the same information that has been displaying since Tuesday (its now Friday). In fairness this does seem like an Evri issue rather than a Kollyy issue, but the customer service don't seem to be able to provide any updates or information, despite Evri advising to contact them.
Another update. Its now been over a week since i reported the incorrect tracking info, Evri have now advised my parcel has been "misplaced". I can't get a refund or my items resent from Kollyy (they originally agreed to resend and have now cancelled that) as they seem to believe that Evri are still going to deliver. The courier and sender aren't communicating and I'm left out of pocket.
August 2, 2023
Unprompted review
Reply from Kollyy
Dear customer,
We apologize for the inconvenience you've experienced with the order. We regret to know that you haven't received the order.
After reviewing your order, we found that the latest tracking information of your order shows "DUE TO BE DELIVERED TODAY". That means that your package is not delivered yet. The carrier just updated their expected delivery date, not the specific delivery date.
We apologize for the misunderstanding caused by this shipping status statement. We will take your feedback seriously. We originally planned to reissue this order for you. But since the original order has not been delivered, we suggest you wait a few more days. If the package has not been effectively delivered within a week, please contact us for your reissue. We apologize for the inconvenience caused. Thank you for your patience and understanding.
We will also strengthen the training of customer service internally so that such misunderstandings will not occur again. If there is anything else we can do to assist you, please do not hesitate to contact us at service@kollyy.com or chat with us online. Our team is available 24/7 to assist you with any issues you may encounter.
Best regards,
Jules
KOLLYY
I have been trying to get a refund on 2…
I have been trying to get a refund on 2 items that don’t fit me (their sizes come up small - I couldn’t even fit my arm through the dress and I’m a size 10) It’s been approx 4- weeks since I requested the refund and I haven’t heard anything back! I’ve emailed customer services and still nothing! I am now going to take this further and make a complaint to trading standards - The company is either a scam or they just don’t care about customers - I didn’t get any order confirmation email either. Not in my junk nowhere which is concerning as I registered my email etc. Poor customer service, I don’t leave reviews but I would not recommend using this company. There are many other clothing brands who stock similar items that would not provide such a terrible customer experience.
August 2, 2023
Unprompted review
Reply from Kollyy
Dear customer,
We apologize for any confusion and dissatisfaction you may have experienced with our return process. We will do our best to simplify our return procedures to provide you with a better shopping experience.
We only have a record of your last email contact and we have responded. Regarding the return request, we have sent you the necessary information for your return via email on August 2nd. You can follow the instruction to process your return. If you have any other questions or require further assistance, our customer service team is always available to support you. Thank you again for your feedback.
Please note that our return confirmation email may sometimes be filtered into your junk or spam folder, so it's possible that you missed our response. Therefore, we kindly suggest checking your junk or spam folder to see if you received any emails from us.
If you still need help with your return process, please do not hesitate to contact us at service@kollyy.com. Our team is available 24/7 to assist you with any issues you may encounter.
Best regards,
Jules
KOLLYY
Clothing was very good quality
Clothing was very good quality
I loved all my items & all of my looks with these clothes eat 💕 to see my looks go to my Instagram @kayladeniece
August 1, 2023
Unprompted review
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.